The Need Our Approach Our Solutions Our Difference Call to Action Agenda –
The Need and Key Challenges
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
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
Service Portfolio Management
IT Financial Management
Service Catalog Management
Service Level Management
IT Service Continuity Management
Information Security 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
Service Asset and Configuration Management
Release and Deployment Management
Service Validation and Testing
Event and Impact Management
Service Operations Center Continual Service Improvement L1 / L2 / L3
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
Proofs of Concept
NTT Communications Data Centers Customer Private Cloud
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 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
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
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)
United States (Connecticut, New York, San Jose, Ashburn, Sterling, Santa Clara) Brazil (Sao Paulo) Geneva)
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
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
IBM – Data Center (Hosting)
EDS– Data Center (Hosting)
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
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.
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
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)
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)
Mainframes (DB2, VSAM, CICS, IMS, UNIX)
HP Service Manager
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
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
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
Mainframe Support and Development
Scale (Entitlements, extraneous applications)
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
IT Service Management
Work Process improvement
WebSphere & Application Development
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.
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