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Keane Cloud Computing Customer Facing 0411 V5kk

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  • With the components of the SOC defined, let’s take a look at an example of how it can be implemented at a client. This example follows a similar deployment we currently have for a large global financial services firm. From an operational perspective, Keane has deployed the SOC in a multi-shore model with local accountability on site at the client. Issues are managed on a follow-the-sun schedule at both nearshore and offshore locations across all service levels and handoffs are coordinated and seamless. While significant value has been derived from operations, the real differentiator has been the value that has been driven by the elimination of manual tasks. By continually analyzing the environment and Utilizing Proactive Health Checks and Automation the team eliminated over 40,000 hours of time spent on manual reactive tasks in 1 year.
  • Transcript

    • 1. Technical Infrastructure Solutions
      Cloud Computing and Data Center Services
      Integrated Keane and NTT Infrastructure Capabilities
      April 2011
    • 2. Market Trends: IT Sourcing and Delivery Changes Over Time
      1960s - 1980s
      Organizations used a sole
      outsourcing provider focused
      on reducing costs
      2005 - today
      Sourcing enabled by a *”sourcing service integrator”
      1990s - 2005
      Evolving demands leads to
      Multi-sourcing and best-of-breed
      technology providers.
      optimization
      Wave 3:
      Ubiquitous
      computing
      Goals
      effectiveness
      Wave 2: Network Web / Internet
      Wave 1: PC / Distributed
      Computing
      The concept of Cloud Computing is changing the way that many IT services are being sourced and delivered – including compute infrastructure, service management, applications development, software hosting, software testing and the methods of paying for those services
      Complexity
      efficiency
      *
      1
    • 3. Keane Cloud Framework
      Keane is both a cloud provider and a cloud-broker for applications & infrastructure
      Keane provides and supports cloud-based, cross-practice, vertical solutions and services
      Offerings are across 4 cloud categories, in multi-tenant public or, white-labeled private cloud environments
      Cloud Categories
      Strategy
      Cloud Opportunity Assessments (COAT)
      Cost/Benefit Analyses of Adopting Cloud Infrastructure Solutions
      NetSolutions
      Figtree Suite
      Optimum
      Financial Services & Insurance
      Commercial Services
      Life Sciences
      Software as a Service
      ICD10/5010
      CertidoTM
      Cloud Architecture & Applications Development
      SAP, Oracle Financial Fast Close (EAS/EPM)
      Test Automation
      Email
      Platform as a Service
      Microsoft Azure
      Google Enterprise
      Infrastructure as a Service
      Cloud and Data Center Hosting – NTT Communications, Carpathia
      2
    • 4. OverviewKeane Hybrid Cloud and Data Center Services
      In combining the strengths of Keane with several NTT infrastructure service providers, four categories of solutions are offered that promote end-to-end technology service capabilities
      Solution Categories
      Keane Service Offerings
      Solution Categories
      Keane Service Offerings
      • Keane-managed Public Cloud Services
      • 5. Keane On-demand Performance Testing
      • 6. Keane Quick-start Applications Development
      • 7. Keane Enterprise Solutions and Tools Hosting
      • 8. Keane-delivered Proofs of Concept and Demos
      • 9. Keane installation and support of Client-site private clouds
      • 10. Consumption and services-based billing capabilities
      • 11. Keane QAT Performance Testing
      • 12. Keane-managed SDLC services
      • 13. Keane Remote Infrastructure Management Services
      1
      3
      Customer Site Private Cloud Computing
      Keane Public Cloud Computing
      • Keane Private Cloud Hosting in NTT Com’s data centers
      • 14. Keane Application and Technology Migrations and Support
      • 15. Keane SW Hosting as a Service
      • 16. Keane QAT On-demand Performance Testing
      • 17. Keane Enterprise Solutions and Tools Hosting
      Keane end-to-end data center migration and hosting services:
      • Discovery, estimating and migration planning
      • 18. Data Center engineering, design, security and disaster recovery
      • 19. Infrastructure and applications testing, migration and acceptance
      • 20. Fully managed end-state solution
      4
      2
      Keane Private Cloud Computing
      Data Center Migration and Hosting Services
      3
    • 21. Cloud Computing and Hosting Fit-to-PurposeOptimum Application of Each Solution Category
      The following lists the ideal uses for each Keane offering in considering one solution category versus the others
      Solution Categories
      Solution Categories
      Ideal Application
      Ideal Application
      • Allows customer to leverage benefits of cloud computing within their own data center facilities
      • 22. Ideal for clients subject to stringent privacy restrictions (banks, government, etc.)
      • 23. On-site Performance Testing
      • 24. Keane-managed infrastructure and SDLC services
      • 25. Reduce IT support costs
      • 26. Lowest cost cloud computing option
      • 27. Adopt utility-based billing
      • 28. On-demand, quick-start Applications Development
      • 29. Software Product Demos
      • 30. Document and Information Collaboration (e.g. SharePoint)
      • 31. Quick Proofs of Concept
      1
      3
      Customer Site Private Cloud Computing
      Keane Public Cloud Computing
      • Virtualize applications from customer’s servers to Keane
      • 32. Lower capital & data center costs with consumption-based billing
      • 33. Host Software as a Service
      • 34. Keane-managed SDLC services
      • 35. App Performance Testing
      • 36. Enterprise Software Solutions and Tools Hosting
      • 37. Facilitates forklift migrations of customer’s technology to Keane/NTT data centers
      • 38. Improved technology management and support
      • 39. Reduce capital spend
      • 40. Reduce customer data center facilities operating costs
      • 41. Reduce company carbon footprint
      4
      2
      Keane Private Cloud Computing
      Data Center Migration and Hosting Services
      4
    • 42. Tools
      BMC
      Ionix
      VMware vCenter
      • Service Desk single point of contact
      • 43. Problem & Incident Mgmt
      • 44. Configuration & Change Mgmt
      • 45. Performance & Capacity Mgmt
      • 46. Release & Patch Mgmt
      Tools
      HP Quality Center
      HP LoadRunner
      VMware vCenter
      VMware Lab Manager
      Keane TIS Service Operations Centers
      Keane ADM Software Development & Support
      EAS / EPM / HSD Life Sciences SaaS Hosting , Applications & Tools Support
      Keane Quality Assurance & Testing
      1
      Keane
      Public Cloud
      NTT Communications Data Centers
      Customer Private Cloud
      • Dev/Test/Pre-Prod
      Code & Image Xfer
      Legacy Systems
      Managed Hosting
      NTT Com Infrastructure and Network Management
      4
      3
      2
      Code & Image Xfer
      Keane Private Cloud
      Customer Data Center
      Fully Integrated Cloud, Infrastructure and Applications Services
      Keane Migration Services
      5
    • 51. Keane-Managed Hybrid Cloud Infrastructure
      APP
      APP
      APP
      APP
      APP
      APP
      APP
      APP
      OS
      OS
      OS
      OS
      OS
      OS
      OS
      OS
      • Dedicated pool of compute resources
      • 52. Provisioned and managed by Keane
      • 53. Secured and reliable as customer’s Private Cloud, full SLA
      • 54. Compatible with Managed Hosting Services
      • 55. Suits Test/Development and DR requirements
      • 56. Can also be used as production
      Keane’s Service Operations Centers unify global service management onto a single, integrated platform
      One portal
      Keane TIS Service Operations Centers & Practitioners
      2
      • 100% shared / contended
      • 57. Flexible billing (per hour of use)
      • 58. No contract period
      • 59. Partnership with NTT Communications & OpSource
      • 60. Suits low end, short term test & development requirements
      Keane Infrastructure & Applications Management
      Virtual Machines
      Virtual Machines
      Virtual Machines
      Application
      3
      1
      Operating System
      4
      NTT Coms – OpSource
      Public Cloud
      Keane Compute Infrastructure
      Dedicated Servers
      Dedicated Server
      • Dedicated Physical Servers and Hypervisor
      • 61. Keane-provided control and management
      • 62. Scale within physical architecture
      • 63. Compatible with other managed services
      Managed Hosting
      Client Private Cloud
      Keane Public Cloud
      Keane Private Cloud
      • Dedicated physical hardware
      • 64. Scalable on a modular basis
      • 65. Suits applications that cannot be virtualized or lift-and-shift data center migrations
      Unique Hybrid Cloud Computing Service- Unified public and private cloud computing tailored to the needs of the customer
      6
    • 66. Keane’s Multi-Shore Service Operations Centers
      BMC Tools position SOC with Significantly EnhancedCapabilities
      Keane’s Service Operations Center:
      Provides global management of Keane's RIM, cloud and data center hosting services
      Drives continuous improvement by leveraging innovation and local intimacy
      Simplifies IT management by providing a single point of accountability
      Business
      User
      Keane Onsite Team
      Governance &
      Delivery
      Service Requests
      Monitor Alarms
      Service Operations Center
      Service Delivery
      Nearshore Team
      Keane’s Service Operations Center combined with BMC’s global service management tools, replaces disparate point solutions with a common service desk that unifies all service management onto a single, integrated platform
      Offshore Team
      L1 / L2 / L3
      Remote Infrastructure and Application Management
      Mainframe Distributed, & Virtual Servers
      Application & Middleware
      Client Devices
      Transactions
      Database
      Storage
      Network
      7
    • 67. Keane’s Private Cloud Technology
      The VCE Coalition VBLOCK
      Storage
      Keane offers private cloud computing services utilizing the integrated technology offerings of VMware, Cisco, and EMC:
      The Virtual Computing Environment (VCE) coalitionVBLOCK – an integrated solution for Cloud based on best-of-breed core products
      Solution Packages
      Information
      • VMware vSphere server virtualization
      • 68. Cisco Unified Computing System blade servers providing the compute power
      • 69. Cisco Nexus switches providing the connectivity
      • 70. EMC arrays providing the data storage
      • 71. EMC arrays and software for data protection
      • 72. EMC Ionix Unified Infrastructure Manager providing the solution management tools
      Applications
      Operating Systems
      Virtualization
      Compute
      Network
      Vblock Infrastructure Packages
      8
    • 73. Global Peer-to-Peer Public Cloud Computing
      Keane, in partnership with NTT Communications and OpSource, offers a unique cloud peering model that allows virtual machine technology to be regionalized while images and data can be moved between regions depending on need and performance
      Europe Cloud
      US Cloud
      Asia Cloud
      Public Internet
      Keane Administrators
      OpSource Billing mediates billing and cross charges between regions and providers and Keane unifies costs by customer/project
      India Cloud
      Cloud Users
      9
    • 74. Keane + NTT Communications + OpSource =Leading Enterprise Public Cloud Technology and Managed Services
      10
    • 75. NTT Data Center Locations
      • EMEA (Europe, Middle East and Africa)
      Europe (Amsterdam, Dusseldorf, Frankfurt, London, Madrid, Paris, Slough, Saint Denis, Geneva)
      • Americas
      United States (Connecticut, New York, San Jose, Ashburn, Sterling, Santa Clara)
      Brazil (Sao Paulo)
      • Asia Pacific
      Australia (Sydney)
      China(Beijing, Shanghai,
      Guangzhou,
      Hong Kong, Wuxi)
      India (Mumbai)
      Indonesia (Jakarta)
      Japan (Tokyo)
      Korea (Seoul)
      Malaysia (Cyberjaya)
      Philippines (Manila)
      Singapore
      Taiwan (Taipei)
      Thailand (Bangkok)
      Vietnam (Hanoi)
      Copyright © 2010 NTT DATA CORPORATION
      NTT’s multiple data centers and high speed communication links provide the capacity to support the data center needs of Keane’s diverse client base
      11
    • 76. Keane's On-demand Performance Testing Overview
      Keane’s “QATalyst” services can be delivered to clients using the Keane-labeled Public Cloud, Keane’s Private Cloud, or the customer’s own private cloud technology
      Keane Delivery
      Just in Time
      Performance Testing Experts
      Performance Testing assets
      Performance Test Reports & Continuous Improvement
      Keane Hosted (pay per use)
      Performance Testing Tool
      Keane Cloud (Test Environment Hosting), Storage, Backup services
      Customer
      Apps
      Websites
      Legacy Apps
      New Stores opening & Promotional schemes
      Enhancements
      New Product Launches
      Effort
      Seasonal Sales
      New
      Implem.
      Bug
      fixes
      Hot
      Packs
      Minor
      Release
      M& A
      Upgrades
      Consolidate.
      12
    • 77. Our Value Proposition – what we bring to our Clients
      End-to-End Continuous Support – We Minimize the Impact of Change
      • Keane’s flexible, adaptable multi-shore delivery model with our proven transition approach provides access to a 24x7 service desk to support our Client base.
      • 78. Our Service Operations Centers provide the full range of monitoring and management services whether the technology is located in the Cloud, an NTT data center or within a customer’s own facilities.
      Greater Transparency – We Deliver Proactive Services
      • Keane creates an infrastructure to support transparency and frequent communications, which keeps solutions running at peak performance and provides our Clients with visibility and actionable insight needed for real time decision-making.
      • 79. We continuously monitor the performance characteristics of your applications and infrastructure to proactively report and adjust technology parameters to maintain optimum performance.
      Compelling Total Quality Management – We Maximize Customer Satisfaction
      • Keane helps our Clients achieve and maintain year-over-year continuous process and quality management improvements, resulting in significant customer satisfaction across all business segments.
      Real Cost Savings – We Reduce IT Support Costs
      • Our Clients typically save 25 – 40% using our Remote Infrastructure Management Services.
      • 80. Utility-based private cloud compute services means no investment in capital equipment by our hosted customers and you pay for only the technology and services you consume with the capacity to expand readily available as needed.
      13
    • 81. Keane CloudCase Studies
      14
    • 82. Product Development Lab on a Private Cloud
      Streamlined testing and development for a global provider of mission-critical IT environments for businesses and governments
      RESULTS
      • The virtual machines hosted all Windows OS’s, all Linux OS’s and Solaris X86
      • 83. VM Ware lab-manager allowed creating a machine library containing pre-configured machines with SAN Storage to host around 200 machines of 40 GB each
      • 84. The ability to create machines on the fly minimized the duration of lengthy SAT testing and the ability to throttle compute power allowed quick and controlled builds
      • 85. The Clone feature of Lab Manager allowed testing team to recreate environments and expedite the debugging and fix processes
      • 86. The total testing time cycle for the product was brought down by 6 days, leading testers to add new test cases to the test bed, improving the quality of the product, improving the developers productivity, and reducing the overall product time-to-market
      • 87. More frequent releases resulted in customers getting their bug-fixes and enhancements earlier and on time
      SOLUTION
      • Solution was to build a Private cloud environment for the lab that would host a library of test environments
      • 88. Families of machines representing multiple test scenario could be brought to live within 3 Minutes
      • 89. Commodity hardware was virtualized using VMware Esx (Virtualization on bare metal)
      • 90. VM Ware Vcenter was used to Federate resources from multiple machine into one resource pool
      • 91. VM Ware Lab Manager was used to create machine templates
      • 92. All the machines used for a given scenario were made in to templates that were organized into libraries based on test scenarios
      • 93. A Template would represent a machine with all the OS/Hardware/Software built into it and taxonomies were developed to name the templates
      BUSINESS CHALLENGE
      • A large Software products company contracted Keane to build a multi-technology software product
      • 94. The product has a build-test-release cycle of 6 weeks elapse time
      • 95. The team consisted of 100 to 150 members composed of Architects, Developers, Testers and managers distributed among three organizations spread in three geographies
      • 96. “Time to market” most critical aspect of the engagement as there were around 1200 test cases to be executed on 12 Different Hardware/OS Platforms
      • 97. Customer Site Product Dev Lab had 127 physical servers which had to be shared by all teams with most machines having too little RAM for Product Development testing
      • 98. The current environment required the product to be installed and configured on various machines from scratch which took around 6 days and consumed 40% of testing schedule
      15
    • 99. Keane Cloud Applications Development and Testing Environment
      Keane-provided Cloud test and development environment for a leading provider of mobile phones and broadband services
      RESULTS
      • Ability to configure, copy and clone server and test environments in minutes
      • 100. Consumption-based costing model – No investment in capital by the customer
      • 101. Usage of resources tracked by project and billing is individually generated and reported at the project level
      • 102. Keane TIS 24x7 monitoring & management of critical infrastructure – applications monitoring available upon request
      • 103. User security is delivered through dedicated VPN tunneling and role-based client access managed by Keane TIS
      • 104. Fully managed version control of application iterations through Keane QAT best practices and tools
      SOLUTION
      • Keane Technology Infrastructure Solutions (TIS) cloud-based virtual machine infrastructure, providing global access, high availability and full security features
      • 105. Fully configurable server and storage capabilities, set up through graphical user interface
      • 106. Windows or Linux operating system pre-installed with ability to install others as required
      • 107. 24x7 Remote Monitoring and managed services support
      • 108. Keane ITIL services support of Problem, Incident, Change, Configuration, Capacity, and Release Management
      • 109. Consumption monitoring of technology use by project – costs incurred only when resources are in use
      • 110. Keane Quality Assurance and Testing (QAT) practice participation in setup and management of the application testing environment and testing process support
      BUSINESS CHALLENGE
      • Customer has a single Reference environment which is used by projects for all phases of the testing lifecycle (System, Integration, Acceptance, Non-functional)
      • 111. All projects / work streams share one environment, causing bottlenecks in delivery
      • 112. No effective change control in place for applications, leading to project clashes
      • 113. No configuration management for applications, leading to reference being out of sync with live; causing issues when needed for live fault resolution
      Desired End State
      • A single testing infrastructure solution that allows multiple test environments running concurrently, to be set-up on a per project basis, for the lifetime of the project, paid for by the project.
      • 114. One end-to-end live like “reference” environment, not to be used for simple, functional testing.
      • 115. Reference environment fully change/configuration managed.
      • 116. Application level change management for all test environments.
      • 117. Both “test” and “Reference” platforms to be fully supported and monitored.
      16
    • 118. Keane HSD – Subscription-based Cloud Applications
      Keane’s Healthcare Services Division (HSD) has developed a series of healthcare management applications for hospitals, clinics, and nursing homes to support administrative and clinical records management functions. Keane HSD has joined with Keane Technology Infrastructure Solutions (TIS) to move those applications into a cloud infrastructure managed by TIS and made available to customers via multiple subscription-based pricing models.
      RESULTS
      • Ability to offer the applications on cloud-hosted infrastructure with various pricing options depending upon the needs and desired service level delivery model of the customer
      • 119. Technology that can be leveraged to support multiple customers without risk to each other
      • 120. Hospitals, clinics and nursing homes are freed of capital investments in technology and infrastructure support
      • 121. High availability and disaster recovery capabilities of the cloud infrastructure far exceed previous on-site hosted models while operating at a reduced TCO
      SOLUTION
      • Keane HSD and TIS worked together to port the applications to virtual hardware platforms: AIX partitioned servers for AcuteCare and Windows VMware platforms for Long Term Care
      • 122. Keane resulting cloud-based virtual machine infrastructure provides global access, high availability and full security features
      • 123. High availability is delivered through hosting the technology on highly fault-tolerant technology installed in Keane-managed Tier III+ data centers
      • 124. Health records are partitioned separately from each customer to ensure privacy and compliance with HIPPA requirements
      • 125. Disaster Recovery and failover is engineered through regular replication of data to systems located at a remote site
      • 126. Keane TIS provides 24x7 remote help desk, monitoring and managed services support including Problem, Incident, Change, Configuration, Capacity, and Release Management
      • 127. Keane HSD provides applications and user support to subscribers of the applications
      BUSINESS CHALLENGE
      • Keane HSD has multiple healthcare management applications marketed to small to medium sized hospitals and clinics (AcuteCare applications suite) and nursing homes (Long Term Care applications)
      • 128. HSD had traditionally licensed the applications for installation on the customers’ premises and hardware platforms but was encountering increased competition from other vendors offering similar applications in an ASP hosted, subscription pricing model
      • 129. Small hospitals and nursing homes are traditionally challenged for IT resources and supporting applications and technology onsite is costly and difficult for them
      • 130. Even in an ASP service model (whereby a third party would host their applications), smaller healthcare providers find it difficult affording server hardware dedicated to their use
      Desired End State
      • Ideally, for smaller hospitals, clinics, nursing homes and physicians, healthcare and clinical records management applications need to be readily available from hosting providers that can offer the applications priced to support their specific needs and operated on technology that is highly available and leveraged to support multiple customers without risk of security and HIPPA infractions
      17
    • 131. Questions?
    • 132. Thank You
      For any inquiries, please contact:
      Kim Krzenski
      Vice President, Infrastructure Solutions
      Keane, an NTT DATA Company
      kim.krzenski@keane.com