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Technology Infrastructure Solutions Overview Apr 2011
 

Technology Infrastructure Solutions Overview Apr 2011

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    Technology Infrastructure Solutions Overview Apr 2011 Technology Infrastructure Solutions Overview Apr 2011 Presentation Transcript

    • Technology Infrastructure Solutions
      TIS Solutions Overview – visualizing optimization
      April 2011
    • The Need
      Our Approach
      Our Solutions
      Our Difference
      Call to Action
      Agenda –
      • The Need and Key Challenges
      • Our Approach
      • Our Solutions
      • Our Difference and Value
      • Our Client Successes and Call to Action
    • The Need
      Our Approach
      Our Solutions
      Our Difference
      Call to Action
      History Lesson: The evolving mission of IT
      Infrastructure Solutions
      Business complexity, broader technology adoption and increasing expectations have forced a shift in the role and how IT delivers services.
      In the past, CIOs were focused on efficiency – supporting the business with optimal operational performance to decrease costs.
      Now CIOs are expected to advance the business goals – developing flexible capabilities to increase effectiveness.
      Leveraging the gap between the two and adopting new innovative technologies, optimization allows IT and business to differentiate services for competitive advantage.
      Optimization
      Differentiate
      the business
      Effectiveness
      Advance the business
      Support
      the business
      Efficiency
    • The Need
      Our Approach
      Our Solutions
      Our Difference
      Call to Action
      Market Trends: Sourcing 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
      Complexity
      efficiency
      *Forrester Research
    • The Need
      Our Approach
      Our Solutions
      Our Difference
      Call to Action
      Productivity Imperative
      Companies spend, on average,
      5 to 10 percent of their total revenues on IT and estimates suggest that upward of 70 percent of server capacity goes unused—even more at midsize and small companies, since they can’t achieve scale.
      Advances in “cloud computing” have vast potential to raise utilization rates and simultaneously help companies to increase their computing capacity, while slashing IT costs by 20 percent or more.
      “McKinsey Quarterly, June 2010, McKinsey & Company”
      Visualize optimization
    • The Need
      Our Approach
      Our Solutions
      Our Difference
      Call to Action
      Our Mission
      What our Client’s need:
      • efficiency: mix of flexible staffing models to control and lower costs
      • effectiveness: services and skills aligned to meet business goals and adapt to change
      • optimization:solutions to fill the gaps with expertise and innovative
      Keane’s Infrastructure Solutions is uniquely positioned help our client fulfill these needs
      Our Observations
    • What do we do differently-
      The Need
      Our Approach
      Our Solutions
      Our Difference
      Call to Action
      Keane’s leading-edge framework for delivering IT Excellence to client challenges
      • Collaborative and holistic approach to client challenges
      • Standard methodology reduces risk, offers scalability and promotes project ROI
      • Access to leading intellectual property – architectures, global staffing models, prototypes – delivered more effectively through solution accelerators
      • Drives a culture of repeatable innovation for our clients
    • IT Excellence Delivery Framework
      The Need
      Our Approach
      Our Solutions
      Our Difference
      Call to Action
      Our Research indicates that a lack of integration between strategy and operations is a major factor in the failure of organizations to achieve their strategic goals:
      • “90% of strategies effectively designed fail in execution” Ref. Kaplan & Norton
      • “Companies on average realize only 60% of the financial performance their strategies promise... more than one-third of executives surveyed placed the figure at less than 50%.” Source: Harvard Business Review
      IT Excellence Delivery Framework
      Effective and EfficientIT execution requires organization-wide Optimization and implementation of many processes, specialized techniques and frameworks. As a result, we have integrated the full lifecycle: from strategy through operations:
    • Our Solutions: Domains of Expertise and Focus for 2009
      The Need
      Our Approach
      Our Solutions
      Our Difference
      Call to Action
      Mapping solutions to our Client’s needs
      Our solutions guide the way towards improving IT service delivery maturity
    • The Need
      Our Approach
      Our Solutions
      Our Difference
      Call to Action
      IT Operational Excellence Maturity Model
      Do you know what’s causing your service disruption?
      How can you go from reactive to proactive?
      What we do:
      With “Ready for Business” RFB technology, Keane can proactively monitor operations and productivity. By solving 70% of the incidents, a continuous cycle of learning provides customer satisfaction and measured cost reduction.
    • The Need
      Our Approach
      Our Solutions
      Our Difference
      Call to Action
      Realization of Our Approach
      Clients will see how the baseline maturity assessment defines the future roadmap to increase service quality, improve new SLAs, and enhance return on investment
      Gap Analysis & Prioritization
      IT Maturity
      High-Level Roadmap Development
      The assessment provides
      • IT maturity
      • Improvement areas
      Assess and position the organization’s IT performance
      The resulting program outlines the necessary initiatives and a business case to guide the way towards improving the IT service delivery maturity
      Business Case
      Optimization
      Effectiveness
      Efficiency
      Competency
      Baseline Current
      Develop Future
      Optimize & Transform
    • The Need
      Our Approach
      Our Solutions
      Our Difference
      Call to Action
      Keane’s Technology Infrastructure Solution Overview – visualizing optimization
    • IT Consulting - Operations Excellence
      The Need
      Our Approach
      Our Solutions
      Our Difference
      Call to Action
      IT Operations Excellence - Incorporating a combination of CMMI, ITIL, Lean, and Six Sigma into daily operations will increase both performance and quality. The IT Operations Excellence approach is built upon core service components to ensure sustainable improvement:
      IT Operations Excellence
      IT Operations Excellence
      Multi-shore Operating Model Design & Implementation
      Multi-shore Operating Model Design and Implementation combines operational visioning and “roadmaps” to achieve specific objectives; specified timeframe and step-by-step processes provide the framework for successful execution/delivery. Day-to-day implementation support is focused on realizing benefits, gaining efficiencies, and “getting things done”.
    • IT Consulting - Data Center Solutions
      The Need
      Our Approach
      Our Solutions
      Our Difference
      Call to Action
    • Service Operations Center
      The Need
      Our Approach
      Our Solutions
      Our Difference
      Call to Action
      Service Operations Center -- Integrated IT Service Management to reduce complexity and cost with a single point of accountability for consistent service levels and predictive outcomes. Service Operation Center consolidates responsibility for vendor management and service delivery across your entire technology stack, from multivendor hardware to networks and applications.
      Service Desk
      Remote Infrastructure Management – Expert Functional and Technical Support
    • The Need
      Our Approach
      Our Solutions
      Our Difference
      Call to Action
      Service Operations Center – Overview & Framework
      User
      Business
      Service Strategy and Design
      • Demand Management
      • Strategy Generation
      • Service Portfolio Management
      • IT Financial Management
      • Service Catalog Management
      • Service Level Management
      • Capacity Management
      • Availability Management
      • IT Service Continuity Management
      • Information Security Management
      • Supplier Management
      Service requests
      Keane’s Service Operations Center simplifies the complexity of IT service management while reducing the cost with a single point of accountability and a centralized workflow approach.
      Service Transition
      Service Operations
      Service Operations Center consolidation replaces disparate point solutions with a single service desk that unifies all service management onto a single, integrated platform.
      • Transition Planning & Support
      • Change Management
      • Service Asset and Configuration Management
      • Release and Deployment Management
      • Service Validation and Testing
      • Evaluation
      • Knowledge Management
      • Event and Impact Management
      • Incident Management
      • Request Fulfillment
      • Problem Management
      • Access Management
      • Operation Management
      Service Operations Center
      Continual Service Improvement
      L1 / L2 / L3
      • Service Reporting
      • Service Measurement
      • Service Improvement
      • Predictive Analytics
      • Capacity Management
      • Configuration Automation
      IT Infrastructure
    • 16
      The Need
      Our Approach
      Our Solutions
      Our Difference
      Call to Action
      Cloud Solutions Overview & Framework
      The new Keane - NTT DATA comprehensive range of cloud solutions, which encompasses all functions from infrastructure to applications.
      Unique Hybrid Cloud-Computing Service – in addition to public and private, offers hybrid cloud computing tailored to the needs of the customer.
    • The Need
      Our Approach
      Our Solutions
      Our Difference
      Call to Action
      Tools
      BMC
      Ionix
      VMware vCenter
      • Service Desk single point of contact
      • Problem & Incident Mgmt
      • Configuration & Change Mgmt
      • Performance & Capacity Mgmt
      • 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
      • Sandbox
      • Product Demos
      • Proofs of Concept
      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
      • SaaS
      • Application Hosting
      • QAT/ADM Services
      Customer Data Center
      Fully Integrated Cloud, Infrastructure and Applications Services
      Keane Migration Services
      17
    • Keane-Managed Hybrid Cloud Infrastructure
      APP
      APP
      APP
      APP
      APP
      APP
      APP
      APP
      OS
      OS
      OS
      OS
      OS
      OS
      OS
      OS
      The Need
      Our Approach
      Our Solutions
      Our Difference
      Call to Action
      • Dedicated pool of compute resources
      • Provisioned and managed by Keane
      • Secured and reliable as customer’s Private Cloud, full SLA
      • Compatible with Managed Hosting Services
      • Suits Test/Development and DR requirements
      • 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
      • Flexible billing (per hour of use)
      • No contract period
      • Partnership with NTT Communications & OpSource
      • 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
      • Keane-provided control and management
      • Scale within physical architecture
      • Compatible with other managed services
      Managed Hosting
      Client Private Cloud
      Keane Public Cloud
      Keane Private Cloud
      • Dedicated physical hardware
      • Scalable on a modular basis
      • Suits applications that cannot be virtualized or lift-and-shift data center migrations
      Unified public and private cloud computing tailored to the needs of the customer
      Unique Hybrid Cloud Computing Service:
      18
    • The Need
      Our Approach
      Our Solutions
      Our Difference
      Call to Action
      Storage
      The VCE Coalition VBLOCK
      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
      • EMC arrays providing the data storage
      • EMC arrays and software for data protection
      • EMC Ionix Unified Infrastructure Manager providing the solution management tools
      Applications
      Operating Systems
      Virtualization
      Compute
      Network
      Vblock Infrastructure Packages
      19
    • Global Peer-to-Peer Public Cloud Computing
      The Need
      Our Approach
      Our Solutions
      Our Difference
      Call to Action
      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
      20
    • Technology Procurement Services
      The Need
      Our Approach
      Our Solutions
      Our Difference
      Call to Action
      Technology Procurement Services - Integrated IT Procurement Service that draws on our relationships with industry leading technology manufacturers and suppliers to reduce complexity and cost with a single point of accountability for consistent service and outcomes. It consolidates responsibility for multi-vendor procurement and service delivery across the entire technology solution.
      Technology Procurement Services
      Technology Procurement Services
      Optimize Technology Procurement for a Total Solution
      Our Keane-trinsic Knowledge and vendor agnostic approach allows us to serve as a trusted advisor, delivering the right technical solutions to meet specific business requirements. We can help ensure competitive prices, high-quality service from manufacturers, and effective coordination for technology deployment – all of which can enable cost saving, maximize project efficiency and goals.
    • The Need
      Our Approach
      Our Solutions
      Our Difference
      Call to Action
      Service Desk
      (Helpdesk, Desktop, Web, Security)
      FTEs - 751
      Server Administration
      (Win, Linux, Solaris, AIX, HPUX)
      FTEs - 179
      Database Administration
      (Oracle, SQL & DB2)
      FTEs - 83
      Storage Administration
      (SAN, NAS, MF storage)
      FTEs - 25
      Configuration Management
      (CC, CQ)
      FTEs - 34
      Messaging Administration
      (Exchange, Notes, Groupwise)
      FTEs - 66
      Mainframe Administration
      (IBM, Unisys)
      FTEs - 31
      Deep Expertise –Approximately 1,300 Infrastructure Solution employees = +11% Keane
      Enterprise Systems
      Management (ESM/BSM)
      FTEs - 34
      Network Administration (Data, Voice & Video)
      Our teams are supported with On-Line Knowledge Management and Centers of Excellence
      FTEs - 115
    • The Need
      Our Approach
      Our Solutions
      Our Difference
      Call to Action
      Gurgaon
      Halifax
      Hyderabad
      Bangalore
      Keane Global Locations
      Keane’s ShoreWise Adaptive DeliverySMbalances optimal skills, time zones, and economic advantages of agile offshore/nearshore global delivery - that’s exactly right for you
      UNITED STATES
      • Arizona
      • California
      • Connecticut
      • Florida
      • Georgia
      • Illinois
      • Indiana
      • Iowa
      • Kentucky
      • Maryland
      • Massachusetts
      • Michigan
      • Minnesota
      • New Jersey
      • New York
      • North Carolina
      • Ohio
      • Pennsylvania
      • Texas
      • Utah
      • Virginia
      • Washington
      • Wisconsin
      CANADA
      • Halifax
      • Toronto
      UNITED KINGDOM
      • Birmingham
      • Bristol
      • Edinburgh
      • London
      • Reading
      CHINA
      • Shanghai
      SWITZERLAND
      • Fribourg
      FRANCE
      • Paris
      SINGAPORE
      UAE
      • Dubai
      INDIA
      • Bangalore
      • Chennai
      • Gurgaon
      • Hyderabad
      • Noida
      AUSTRALIA
      • Melbourne
      • Sydney
      NEW ZEALAND
      • Auckland
      Nearshore Dev Center
      Offshore Dev Center
      Local Leadership Presence
      Toronto
      Chennai
    • Keane’s NTT Data Center Locations
      The Need
      Our Approach
      Our Solutions
      Our Difference
      Call to Action
      • 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)
      Geneva)
      • 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
    • Representative Clients
      The Need
      Our Approach
      Our Solutions
      Our Difference
      Call to Action
      Keane’s global client relationships span key government and commercial sectors.
      25
    • The Need
      Our Approach
      Our Solutions
      Our Difference
      Call to Action
      Our Value Proposition –
      what we bring to our clients
      Continuous Support – We Minimize the Impact of Change
      Keane’s flexible, adaptable onshore/nearshore delivery model with our proven transition approach provides access to a 24x7 help desk to support its user base.
      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.
      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 Remote Infrastructure Management Services.
    • The Need
      Our Approach
      Our Solutions
      Our Difference
      Call to Action
      Our Proven Approach and Knowledge
      Keane-trinsic KnowledgeSM
      Optimized solutions can only come from an insider’s view. Your business: We know it, because we live it… with you.It enables us to execute faster, tightly align to your IT and business requirements, lower your costs — and ultimately help you get the optimal return on your IT investments.
      IT Excellence Delivery FrameworkSM
      Keane optimizes your IT investments by delivering exceptional operation, maintenance, and evolution of mission-critical systems and business processes.
      ShoreWise Adaptive DeliverySM
      The right skills, the right cost, the right solution for you. Keane’s ShoreWise Adaptive DeliverySM optimizes local accountability, visibility, and a flexible mix of global resources to bring you the right skills at the right cost. So you get the solution that’s always right for you.
    • Keane
      Our Approach
      Our Solution
      Our Difference
      Call to Action
      Next Steps
    • Keane
      Our Approach
      Our Solution
      Our Difference
      Call to Action
      Questions?
    • Case Studies
      Visualizing Optimization
      30
    • 31
      Case study – GMAC (financial)From complexity - A simplified portfolio of work is key (Dual Data Center build)
      Business challenge:
      • Operated a single outsourced data centerwith IBM)
      • Infrastructure at end of life to host all of its auto finance, leasing, and insurance applications
      • Lacked adequate DR capability
      • Needed defined, standard and reusable data center architecturefor multiple hosting vendors
      Keane Solution:
      Highlighted benefits:
      • Led the RAPID SOLUTION development of a high-availability, dual active-passive data center (12 MONTHS)
      • New architecture with server consolidation
      • Four hour RTO (Return To Operation) disaster recovery requirement
      • Facilitated consensus building between client representatives, product vendors, and the hosting vendor through the project life cycle
      • Facilitated and managed the migration to the new architecture
      • Financial Review Gates provided resolution of past due Hosting Vendor invoicing problem conflicts
      • Design Review Gates illustrated a finding of New Monthly Savings - $2M used to finance solution
      • Improved System Availability to 99.97% from SLA of 99.5%
      • Improved Disaster Recovery
      • Improved Project/Service Implementation
      • Defined templates and standards for all new infrastructure requests
      Multi-vendor Gridlock – 18months
      • HP
      • Sun
      • EMC
      • Hitachi
      • Cisco
      • IBM – Data Center (Hosting)
      • EDS– Data Center (Hosting)
      • Oracle
      • Microsoft
    • 32
      Case study – PG&E (utility)From complexity - A simplified portfolio of work is key (funding project workflows)
      Business challenge:
      Keane Solution:
      Highlighted benefits:
      • Led the RAPID SOLUTION development of a ITWR funding workflow with review gates
      • Provided Systems Integrator leadership for IT Governance by facilitating the appropriate identified organizations, support working relationship through interfaces and dependencies.
      • Developed IT Governance Leading Practice Processes (for the Portfolio, Resource, Program and Project, and ChangeRelease management organizations) and combine the processes into one integrated workflow.
      • Design Review Gates provided resolution of over budget allocation and duplicated projects saving $80M in first year the workflow was introduced
      • Design Review Gates increased additional claw back savings of $179M as the Portfolio Management Council (PMC) transitioned to Keane’s new IT Work Request and Budget Allocation workflow with Investment Scoring Tool
      • PG&E’s IT Governance – IT Work Requests (ITWR) process was over allocating current IT Work Request and Budget Allocation into operation silos with duplicated and non- standard projects.
      • Accenture was $150M over budget in SAP ERP rollout.
      • Accenture rollout of new Portfolio Management Process was a year over due.
      • Gridlock in supporting PG&E during the PPMC implementation from HP, IBM, Accenture, and other industry subcontractors.
    • 33
      Case study – Johnson & JohnsonFrom complexity - A simplified portfolio of work is key (providing managed services)
      Information Technology at JNJ provides services in more than 250 operating companies in 60 countries employing approximately 114,000 people.
      Highlighted benefits:
      Keane Solution:
      Business challenge:
      • Introduced Financial Review Gates to provided resolution of over budget spending on EOS / EOL project – realigning 2010 –15 budget requirements (CARS)
      • Design Review Gates illustrated a finding of New Budget Savings - $67M used to finance solution
      • Align vendors to support business requirements by providing mobility capabilities
      • Align project teams to support Alternative solutions with emerging & cloud based technologies through Service Catalog
      • Revised Strategy – Step 1:IMPROVE: Remediation – “Fix What’s Broken” 2008-2012
      • Identified Critical Sites - Streamline complex architectures and improve service availability
      • TRANSFORM: Invest in HUBs - “Manage the Enterprise at the Core First and Build Foundation” 2010-2012
      • Centralize maintenance and management- Reduce Hardware
      • INNOVATE: Next Generation – “Enabling Technologies for Future Efficiencies” 2010-2015
      • Alternative solutions with emerging & cloud based technologies through Service Catalog
      • Align and support business requirements by providing mobility capabilities
      • Implement Next Generation technologies funded by business needs
      • $1.8B – Current J&J Yearly IT Budget ~3% of J&J Yearly Revenue (2009 $62B)
      • Assumptions: 20% or $360M of IT spend is on Innovation
      • 80% or $1.44B of IT spend on Operational Excellence– keep the lights on.
      • Keys issues:
      • critical EOS/EOL HW/SW
      • non-standard solutions difficult and expensive to support
      • centralize maintenance / management at global sites
      • Current refresh is 24 months behind schedule and $186M over budget with next stage priced at +$600M
    • 34
      Case study – State of KentuckyFrom complexity - A simplified portfolio of work is key: managing education tech
      Avoided $6.3M in cost over 4 years and provide upgrade to the latest technologies with minimal impact to users
      Keane Solution:
      Highlighted benefits:
      Business challenge:
      • Free hosted portal, communication and collaboration suite for Education.
      • E-mail and calendar (10GB storage per user)
      • Windows Live SkyDrive storage (25GB per user)
      • Collaboration technologies such as video chat, document sharing, and instant messaging.
      • Accessibility from any internet-connected PC or mobile phone.
      • Two years of planning with partners such as Microsoft
      • Integrated with the Commonwealth’s Department of Education Active Directory structure (largest AD implementation in the world) to maintain seamless support and standardized security
      • Led by Keane, the Office of Education Technology provides standardized infrastructure support for over 700,000 students, faculty and staff at the DoE and 174 school districts statewide, including:
      • Network and Infrastructure support based on technology standards directed by state law.
      • Network and internet access via a state-wide MPLS network.
      • Collaboration tools using Microsoft SharePoint and file servers running on Windows Server2003.
      • E-mail via 180 servers on premises in the school districts and DoE data center that ran Microsoft Exchange Server 2003
      • Largest cloud deployment to date in the US and one of the largest in the world.
      • Migrated over 500,000 active users from a distributed Exchange solution to the cloud-based Live@edu in one weekend
      • Migrate and create the remaining 200,000+ new users before the new school year begins
      • Maintain compliance with technology standards established by state lawmakers
      • Help transform the learning environment by extending education opportunities beyond the traditional classroom walls and help students master the technology they will use in their future careers.
    • 35
      Case study – Transport Ticketing AuthorityFrom complexity - A simplified portfolio of work is key: remote monitor and mgt.
      24x7x365 infrastructure support of the Australian State Public Transport Smartcard System
      Keane Solution:
      Highlighted benefits:
      Business challenge:
      • 24x7 Remote Monitoring and managed services support for client data centre, hosted at Melbourne, Australia.
      • Design and implemented the disaster recovery site with an automatic failover between primary and secondary datacenters
      • Use of industry standard tools like HP OpenView, NetFlow , Kiwi Syslog and Cisco MARS for monitoring.
      • Cost effective mode of voice communication by using network links to make calls
      • Implemented ITIL processes
      • Shift based 24x7 live monitoring
      • Detailed and customized metrics reporting with weekly and monthly trend analysis for ticket and calls volume
      • Availability of 24 x 7 production support which includes
      • Providing managed services support for System Administration ( Windows/ Solaris), Network management , Database management, Backup and Storage Management
      • Proactive monitoring for 2000 network devices comprises of 79 bus, 8 tram and 217 railway stations located in the Victoria state ( AUS).
      • Disaster recovery site planning, build and testing.
      • Ensure high availability of the complete infrastructure, under stringed SLAs
      • Coordinate with multiple vendors to support the data centre & Infra. Ops.
      • Optimization of costs
      • 24x7 monitoring & management of critical infrastructure
      • Improved availability of IT infrastructure
      • Outsourcing/off-shoring resulted to be a cost-effective - reduction in TCO
      • Enhanced coverage of service support
      • Reduction in the number of incidents of repetitive nature
    • Case study – Association of Chartered Certified Accountants
      From complexity - A simplified portfolio of work is key: flexible transition
      Programme management and migration services for UK-based ACCA applications & infrastructure
      Keane Solution:
      Highlighted benefits:
      Business challenge:
      • Provided the strategy required for migrating the applications from ACCA’s corporate site to a dual data centre environment to provide high availability and disaster recovery
      • Overall programmemanagement incorporating target state detailed systems design and applications testing and migration services
      • Facilitated consensus building and reduced gridlock with:
      • Infrastructure provider for data centre infrastructure build and hosting services;
      • WAN service providers;
      • Software and hardware vendors associated with solutions delivery;
      • ACCA IT staff for legacy systems knowledge and governance review
      • ACCA’s critical business applications are hosted on technology in corporate data centre, an uncertified facility with limited fault tolerance
      • ACCA server infrastructure is EOL, prone to outages, particular at peak times of testing and customer usage
      • The current Infrastructure Outsourcer was initially engaged to execute a technology migration to new infrastructure at their Tier III data centre facilities but failed to deliver a migration plan with sufficient specificity and cost controls to meet with ACCA acceptance
      • Delays in achieving an acceptable migration strategy have exasperated issues with already fragile infrastructure and limited plans for functional application improvements
      • ACCA has executed the proposed migration plan and programmeresulting in the migration of ACCA’s applications to new technology architected for high availability and disaster recovery capabilities
      • New test and development environment supports the migrated production systems using virtualization technology for expediting test environment creation, code promotion and cloning of test configurations
      • Management of the third party providers to deliver the desired technology environment
      • Test migration processes are initiated and on track for a full cutover
    • 37
      Case study – AU Optronics CorporationFrom complexity - A simplified portfolio of work is key: remote monitor and mgt.
      AUO has simplified the service delivery, driven significant productivity gains, and achieved lower costs during a 10-year support relationship.
      Keane Solution:
      Highlighted benefits:
      Business challenge:
      • Implement various tools (Unicenter, MRTG,..) to achieve the required target
      • L2 and L3 support includes the following domains:
      • Remote and onsite command and monitoring
      • Windows/Unix/storage/Network/Voice/DB Support
      • Network/Security/Voice support
      • IT service management
      • Understand the business process separate the data structure layers with replication and custom programs
      • Monitor the availability, performance, and health of entire network infrastructure for fab and office equipment
      • Support 24 x7 for Mission critical server for Manufacturing environment (L1,L2 & L3)
      • Provide availability of 24x7 Level 1 (L2 & L3) support for Wintel
      • Control high support costs and Consolidate service providers under single source
      • Optimize the performance of Database servers (EOS version)
      • Seamless support across L2, and L3
      • Chose Keane as preferred Vendor for all infrastructure projects and maintenance
      • Single point of contact for all infrastructure support needs
    • Cloud Case Studies
      Cloud Test and Development Environment
      Keane is working with O2, the UK's leading provider of mobile phones and broadband services, to identify and develop the ideal testing and development environment for their intended enterprise adoption. The program is currently in the prototyping phase with proof of concept models under development.
    • Cloud Case Studies
      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.
    • Mainframe Test Environment OutsourcingA Fortune 500 Insurance Company
      Business Challenge
      • Keane had been successfully providing 1st and 3rd shift Mainframe Test Environments support to this long-term client on a Time & Material basis.
      • A Keane competitor had also been providing 2nd shift support. The client sought to consolidate this service under one vendor and implement using a Managed Services approach.
      • The primary scope of service includes:
      • Building, maintaining and supporting Mainframe Test Environments
      • Scheduling and provisioning test environments
      • Maintaining the environments with production level code
      • Applying new versions of components and data changes across all environments as those components and data changes are implemented in the production environments.
      • Implementing changes on selected test environments as requested by customers, and resolving environment problems reported by customers
      • Coordinating infrastructure changes to minimize disruptions to test efforts
      • Incident/Problem Management for the four major platforms (one per business line)
      Solution
      • Keane was selected to deliver this service on a 24x7x365 basis with a globally distributed team working multiple overlapping shifts.
      • The client provides and maintains the actual infrastructure to host the Test Environments, and also is responsible for promotion of tested software to Production.
      • A three month Transition was used to complete knowledge transfer, establish the operating model, and lay the foundation for continuous improvement.
      • A jointly developed Service Level Agreement was developed to establish clear and measureable performance expectations and promote a outcome-based relationship.
      • Other selected activities performed by Keane include:
      • Daily/Weekly activities (e.g., create batch cycles, load test calendars, shut down test environments)
      • Create Monthly Usage Report
      • Update Build flows (for changes to existing databases or new databases)
      Tools/Technologies Used:
      • Mainframes (DB2, VSAM, CICS, IMS, UNIX)
      • HP Service Manager
      Result
      • Keane was able to rapidly expand its team to provide the required additional services and shift coverage.
      • Keane is responsible for 1st Level support for the defined scope using an SLA-based, Managed Services model. Keane produces monthly SLA reports which capture details of tickets and activities performed by the team along with other information regarding Keane’s SLA compliance and operational improvement activities.
      • Along with Keane there are other business partners and SMEs of this service environment whose involvement in day-to-day activities is a key for successful execution and meeting SLAs. A RACI matrix format is used to clearly define the responsibilities, tasks, deliverables, and linkages between these groups.
      • Due to our in-depth understanding of the required technologies and client processes, Keane resources have already implement process improvements to gain efficiency.
    • End-to-End Application Management Support including HelpdeskA Fortune 500 Manufacturing Company
      Business Challenge
      • Implementation of a governance model for effective program management
      • Improve security features to control access to classified data
      • Availability of 24x7 Level 1 (L1) support.
      • Control of high support costs
      Challenges that the project presented:
      Issues in transitioning the support function to the Keane team
      Scaling up the team with personnel equipped with the necessary domain and technical expertise
      Key Tasks
      • Transition engagements from an onsite-centric model to an onsite-offshore model
      • Develop/implement and support engagements involving large applications in varied technologies
      • Provide L1 , L2, and L3 support
      Solution
      • Keane used a deliverables based support process that was flexible enough to accommodate different levels of system complexities
      • Keane used Certido Service XcellenceTM, an in-house tool, to provide multichannel (web, e-mail, voice) 24x7 L1 support
      • Keane set up a custom program management structure for effective engagement governance. The governance model included:
      • An onsite coordinator to work with the client’s IT/business managers to ensure a healthy pipeline of work items
      • Mechanisms to engage the client periodically to share feedback and resolve open issues
      • Customer satisfaction surveys
      • Keane handled ramp-up requirements by proactively training resources on the necessary skills and increasing the team’s flexibility to scale up/down as per project needs
      • Keane used appropriate mix of onsite and offshore resources for support to control the high cost of application support
      • Keane took the following steps to meet data security and access control requirements:
      • Maintained 2 development instances: Export Controlled and Non-Export Controlled
      • Scrubbed data in the non-export controlled environment
      • Carried out activities such as coding and testing in the non-export controlled environment
      Result
      • Effective program management through our governance model and reporting mechanism
      • Seamless support across L1, L2 and L3 through Certido Service XcellenceTM
      • Keane established a strong and enduring relationship with the client, expanding its role as an IT solutions provider to the client’s other business units including aerospace, transportation systems, specialty materials, automation and control solutions, and corporate
      • Keane is the client’s preferred supplier for application development (over 40 engagements involving varied technologies) and management services for 25 engagements supporting 344 applications globally since 2002
      • Lower total cost of ownership (TCO)
      • Ability carry out development work globally by overcoming legal restrictions
      • SLA-based, higher quality service at a lower cost
      • Started with a 7 FTE team and eventually grown to 41 - FTEs currently
    • Global Network Management Operations/MonitoringGlobal Technology Solutions Provider Case Study
    • Remote Command and Monitoring CenterLeading Financial Services Company
      Business Challenge
      • The need for this engagement is for productivity gains, alleviation of workload of fulltime client employees.
      • L1, L2, and L3 support and development services required
      • L1 support services required 24x7
      • L2 and L3 support services required as defined by the client
      • Multi-skilled resources
      • Areas supported:
      • Portfolio Accounting
      • Portfolio Management
      • Mainframe Support and Development
      • DBAU (Sybase)
      • Scale (Entitlements, extraneous applications)
      • Custody
      • Fund Services
      • Reporting
      Solution
      • Work types performed converted into Standard Support Unit (SSU—taking approx 5 minutes of effort) to put work events into a common format for monthly analysis of volume and capacity
      • L1 support offered 24x7 in 3 shifts: 7am–4pm, 3pm–12am, and 11pm–8am; 1-hour shift overlap facilitates handoff between shifts
      • Handoffs occur formally between shift management to ensure issue management
      • Flat monthly bill for managed service to have an idea on the budget for complete year; headcount based billing for co-source
      • Onshore and nearshore teams available due to proximity of Keane offices in US and Canada
      • Resource pool trained in all client areas provide L1 support in a Managed Service environment, allowing flexibility in staffing and movement of resources across shifts without requiring retraining or client approval
      • L2 support shifts match L1 support in most cases, with variations as required by client; coverage hours defined by client
      • L2 staffing is also defined by the client, can be offered as headcount-based or managed service
      • L1 & L2 support includes the following domains:
      • Remote Command & Monitoring Center
      • Windows/Linux/Storage support
      • IT Service Management
      • Work Process improvement
      • WebSphere & Application Development
      Result
      • Value Add and Process Improvement initiatives (completed by First and Second Level resources) have saved 40000 hours worth of work (equivalent savings is $1.75 million) since Jan 2007. This has allowed the client to move in work without increasing their monthly bill
      • Transitioned some of the work from Nearshore to offshore and it enabled team to take-up additional workload with same cost
      • Additional work moved from Onsite to experience Nearshore resources
      • Costs reduced by ~20% by implementing onshore/nearshore support model
    • Remote Command and Monitoring CenterLeading Financial Services Company
      Summary
      Around 40,000 hours saved (if savings annualized) equating to $1.75 Million (~ 20 FTE’s)
      Capacity
      All capacity saved has allowed our partner teams to transition in new work without the need to adjust cost of service.
    • Thank You
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