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.
Technical Infrastructure Solutions Cloud Computing and Data Center Services Integrated Keane and NTT Infrastructure Capabilities April 2011
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
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
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
4 2 Keane Private Cloud Computing Data Center Migration and Hosting Services 3
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
Ideal for clients subject to stringent privacy restrictions (banks, government, etc.)
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
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
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
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
Cisco Unified Computing System blade servers providing the compute power
Cisco Nexus switches providing the connectivity
Applications Operating Systems Virtualization Compute Network Vblock Infrastructure Packages 8
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
Keane + NTT Communications + OpSource =Leading Enterprise Public Cloud Technology and Managed Services 10
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
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.
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.
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.
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.
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
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
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
The Clone feature of Lab Manager allowed testing team to recreate environments and expedite the debugging and fix processes
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
More frequent releases resulted in customers getting their bug-fixes and enhancements earlier and on time
Solution was to build a Private cloud environment for the lab that would host a library of test environments
Families of machines representing multiple test scenario could be brought to live within 3 Minutes
Commodity hardware was virtualized using VMware Esx (Virtualization on bare metal)
VM Ware Vcenter was used to Federate resources from multiple machine into one resource pool
VM Ware Lab Manager was used to create machine templates
All the machines used for a given scenario were made in to templates that were organized into libraries based on test scenarios
A Template would represent a machine with all the OS/Hardware/Software built into it and taxonomies were developed to name the templates
A large Software products company contracted Keane to build a multi-technology software product
The product has a build-test-release cycle of 6 weeks elapse time
The team consisted of 100 to 150 members composed of Architects, Developers, Testers and managers distributed among three organizations spread in three geographies
“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
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
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
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
Consumption-based costing model – No investment in capital by the customer
Usage of resources tracked by project and billing is individually generated and reported at the project level
Keane TIS 24x7 monitoring & management of critical infrastructure – applications monitoring available upon request
User security is delivered through dedicated VPN tunneling and role-based client access managed by Keane TIS
Fully managed version control of application iterations through Keane QAT best practices and tools
Keane Technology Infrastructure Solutions (TIS) cloud-based virtual machine infrastructure, providing global access, high availability and full security features
Fully configurable server and storage capabilities, set up through graphical user interface
Windows or Linux operating system pre-installed with ability to install others as required
24x7 Remote Monitoring and managed services support
Keane ITIL services support of Problem, Incident, Change, Configuration, Capacity, and Release Management
Consumption monitoring of technology use by project – costs incurred only when resources are in use
Keane Quality Assurance and Testing (QAT) practice participation in setup and management of the application testing environment and testing process support
Customer has a single Reference environment which is used by projects for all phases of the testing lifecycle (System, Integration, Acceptance, Non-functional)
All projects / work streams share one environment, causing bottlenecks in delivery
No effective change control in place for applications, leading to project clashes
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.
One end-to-end live like “reference” environment, not to be used for simple, functional testing.
Application level change management for all test environments.
Both “test” and “Reference” platforms to be fully supported and monitored.
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
Technology that can be leveraged to support multiple customers without risk to each other
Hospitals, clinics and nursing homes are freed of capital investments in technology and infrastructure support
High availability and disaster recovery capabilities of the cloud infrastructure far exceed previous on-site hosted models while operating at a reduced TCO
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
Keane resulting cloud-based virtual machine infrastructure provides global access, high availability and full security features
High availability is delivered through hosting the technology on highly fault-tolerant technology installed in Keane-managed Tier III+ data centers
Health records are partitioned separately from each customer to ensure privacy and compliance with HIPPA requirements
Disaster Recovery and failover is engineered through regular replication of data to systems located at a remote site
Keane TIS provides 24x7 remote help desk, monitoring and managed services support including Problem, Incident, Change, Configuration, Capacity, and Release Management
Keane HSD provides applications and user support to subscribers of the applications
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)
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
Small hospitals and nursing homes are traditionally challenged for IT resources and supporting applications and technology onsite is costly and difficult for them
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