Managed It Services


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GSS America\'s Workplace Services aim at equipping customer’s business with round-the-clock support, through its Global Operations Command Center (GOCC). Its comprehensive range of workplace services gives customers the ability to reduce their costs and improve their service levels. GSS intends to help global enterprises cut down on their infrastructure maintenance costs and provide access to expert skills.

Managed It Services

  1. 1. Managed IT Services<br />© This document contains confidential and proprietary information of GSS America. It is furnished for evaluation purposes only. Except with the express prior written permission of GSS America, this document and the information contained herein may not be published, disclosed, or used for any other purpose. |<br />
  2. 2. Dynamic Business Demands & Constraints<br />Finding the right balance of proprietary vs. "open source" s/w tools <br />Investment in traditional technologies<br />Capability Constraints<br />For innovation<br />Lack of Budget<br />Resource Constraints <br />Rigid process Vs Regulatory & Compliance Constraints<br />Information availability constraints<br />Lack of required skills<br />Technology Constraints<br />Commitment Constraints<br />Change Management Constraints<br />Constraints & Challenges<br />Protecting<br /> Investments<br />Best Practice Adoption<br />Aligning IT and Business Goals<br />Emerging & Changing Trends<br />Leveraging KM & IP protection<br />Ensuring privacy of customer and<br />employee data<br />Real time Information<br />Emerging technologies<br /> delivering <br />more for less<br />Enabling / enhancing knowledge<br />Management / leveraging intellectual assets<br />Changing user <br />requirements<br />Keeping multi-tier/multi-layer <br />technologies in synch <br />Turning technology into <br />business Advantage<br />Comparative Unit cost <br />Innovation The Key – GSS Managed IT Services <br />2<br />
  3. 3. GSS - Energies & Synergies<br />Stakeholder Delight<br />Implement<br />Manage<br />Consult<br />Optimal Cost<br />Quality <br />End – to End Integrated solutions<br />Virtualization <br />Work-place Computing<br />Network & Security <br />Application<br /> Management<br />Partner Solutions <br />Data Center <br />Thought Leadership<br /> People Process Frameworks<br />Passion<br />Speed<br />Results<br />Commitment<br />3<br />
  4. 4. GSS Infrastructure Management Offerings <br />Workplace Services<br /><ul><li>Messaging Services
  5. 5. Active Directory
  6. 6. Anti-Virus Services
  7. 7. Migration Services
  8. 8. Desktop Services
  9. 9. Windows & Linux
  10. 10. Unified Communication</li></ul>Virtualization<br /><ul><li>Server/Storage Consolidation & Virtualization
  11. 11. Application Virtualization
  12. 12. Virtual Desktop Strategy / Deployment
  13. 13. Infrastructure as a Service (IaaS)
  14. 14. Virtualized Environment Monitoring & Management</li></ul>R I M S<br />Interoperable<br />Heterogeneity<br />Monitoring Services<br />Cloud Consulting<br />Assessment & Audit Services<br />Environment Management <br />ITIL Consulting<br />People<br />Process<br />24 X 7 Service Desk<br />Transformational Consulting<br />Hybrid Cloud <br />Performance Management <br />Metrics / Trend Analysis<br />Technology<br />Private Cloud <br />Tools<br />Secured Environment<br />Data Center <br /><ul><li>Server Management
  15. 15. Storage Management
  16. 16. Cloud Computing Services
  17. 17. ITIL Consulting
  18. 18. Platform Hardening
  19. 19. Systems Integration
  20. 20. Database Administration</li></ul>Network & Security<br /><ul><li>Managed LAN & WAN
  21. 21. Remote Connected Office
  22. 22. Network Design & Architecture
  23. 23. Security Services
  24. 24. Identity & Access Management
  25. 25. Platform Hardening
  26. 26. Networking Services</li></ul>4<br />
  27. 27. GSS Application Management Offerings <br />Application Development<br />Architecture<br />Requirements & Modeling<br />UI Design<br />Design, Build, Test, Deploy<br />Governance Framework<br />Project Management<br />Requirements Management.<br />Estimation<br />Configuration Management<br />Build/Release Management<br />Quality Management<br />Metrics/ SLA Management<br />Training<br />Knowledge Management<br />Offshorability Analysis<br />Value add Services<br />Due Diligence<br />Transition<br />Service Delivery<br />Application Maintenance & Support<br />ITIL & CMMI Framework<br />Application Transformation<br />Re-engineering<br />Migration<br />Application<br />Data<br />Reverse Engineering<br />Service Enablement<br />Platform<br />Service Enablers<br />Frameworks – Methodologies, Standards, Guidelines, Checklists, Templates<br />Technologies Supported<br />IBM Mainframe, JAVA, Microsoft Technologies<br />5<br />
  28. 28. GSS Managed IT Services Portfolio <br />SERVICES MANAGEMENT INFRASTRUCTURE<br />APPLICATION INFRASTRUCTURE DEVICES & COMPONENTS<br />SECURITY INFRASTRUCTURE<br />SERVICES<br />Application Maintenance and Support<br />Common & Shared Environments<br />Monitoring <br />File & Print <br />Production Support & <br />Application Maintenance<br />Network Communication<br />Application Migration<br />SLM<br />Messaging <br />Active Directory <br />Anti-Virus & Content Control<br />Database <br />Migration<br />Collaboration <br />User account Management <br />Database Support & Maintenance<br />ITIL V3 Environments<br />Backup & Archiving <br />Performance Monitoring and tuning<br />User and Technical Documentation<br />Authentication & Authorization <br />Performance Management<br />Identity Management<br />PHYSICAL INFRASTRUCTURE DEVICES & COMPONENTS<br />Alerts Notification <br />Security Management<br />MIS & Reporting Services<br />Platform Environments<br />Network Environments<br />Desktops/laptops<br />Server<br />Site Network <br />Data Connectivity Network <br />Encryption <br />Data Center <br />Storage <br />Wide Area Network <br />Business Continuity Ecosystem <br />Mission Critical & High Availability <br />Remote Access<br />Platform Security<br />Detection Services<br />VIRTUAL INFRASTRUCTURE<br /> SERVICES<br />Consolidation<br />Business Continuity & Capacity Planning <br />6<br />
  29. 29. GSS Managed IT Services Delivery Framework<br />Design<br />Build/Upgrade<br />Implement<br />Recode/Reengineer<br />ArchitectLevel 3<br />Problem & Availability<br />Management<br />Change Alerts<br />Call log and dispatch<br />SOP Knowledge base maintenance<br />SLA <br />Advanced trouble shooting & RCA<br />Virtual Infra management<br />Application Management<br />Configuration<br />Management<br />Storage Management<br />Desktop Management<br />Patch & Antivirus Management<br />Backup Recovery Management<br />Database Management<br />Server Management<br />Patch & Software installation<br />Incident Logging<br />SOP based Resolution<br />User Account management<br />Network Management <br />ManageLevel 2<br />MonitorLevel 1<br />Proactive<br />SLA<br />Reactive<br />LogLevel 0<br />Service Platforms<br />Network<br />Storage & Backup<br />Application<br />Files<br />Virtual Infrastructure<br />Desktops/<br />Servers<br />Database<br />7<br />
  30. 30. GSS Service Transition Framework<br /><ul><li> Swift transition to offshore for service support </li></ul> (Using Common team members for steady state and transition)<br /><ul><li> Least disturbance to existing service delivery (Business Continuity)
  31. 31. Minimized migration risk (Risk Mitigation) through Onsite Parallel Run</li></ul>STEADY <br />STATE<br />CURRENT<br /> STATE<br />Stabilization<br />Offshore Execution<br /><ul><li>Acceptance test
  32. 32. Dry Run/Sample tasks in Parallel
  33. 33. CSF & SLA review
  34. 34. Tool and Infra Review
  35. 35. SOPs Tuning
  36. 36. Task Transfers
  37. 37. Offshore Transition
  38. 38. Facilities
  39. 39. Tools
  40. 40. Team Structure/Functional Roles
  41. 41. Process Replication
  42. 42. Knowledge Transfer/Training
  43. 43. Staging</li></ul>Knowledge Transition<br />Acquisition<br /><ul><li>Adapt Processes
  44. 44. Complete Run Books
  45. 45. Engage the ramped
  46. 46. up offshore team
  47. 47. Connectivity Design
  48. 48. Tool and Facility
  49. 49. Architecture
  50. 50. Role redefinition Map
  51. 51. Offshore Training
  52. 52. Technology, process and tools understanding
  53. 53. Work shadow
  54. 54. Operations understanding
  55. 55. Shift Handover
  56. 56. Escalation mechanism
  57. 57. Reporting
  58. 58. Content & periodicity
  59. 59. Trainer Readiness</li></ul> Due Diligence<br /><ul><li>Validate Assumptions
  60. 60. Finalize Scope
  61. 61. SOW document
  62. 62. Project Plan
  63. 63. Resources
  64. 64. Time lines</li></ul>Testing<br /> Replicate<br /> Redesign/Adapt<br /> Study<br />Due Diligence<br />OMC and connectivity established<br />Knowledge transfer completed<br />Final Run books <br />Client Signoff<br />Live Operations<br />Draft Run Books<br />Solution Design<br />Role Transfer Map<br />SOW <br />Project Plan, <br />Pricing<br />SOPs<br />SLAs<br />Acceptance test plan<br />Trainer Readiness<br />OUTPUT<br />8<br />
  65. 65. GSS Service Level Management framework<br />Start<br />Project Management Office, Engineering<br />Learning &<br /> Optimization<br />Define SLA<br />Project Management Office, Engineering,<br /> Senior Management<br />Business Development<br />Client<br />Client<br />Mutual agreement on SLA<br />Review SLA<br />Service Level<br />Agreement<br />Analyze & Report metrics<br />Provide Service<br />Project Manager<br />Project Manager<br />Capture<br /> related <br />metrics & Monitor<br />Resources<br />Service Assurance Quality<br />9<br />
  66. 66. Value Proposition<br />Partnerships not just clients: GSS America participates not just as a vendor, but as a partner in fulfilling business goals. <br /><ul><li>Proven Technology Expertise
  67. 67. Breadth of  Services 
  68. 68. End to End Managed IT Services
  69. 69. Centers of Excellence for developing Proof Of Concepts</li></ul>Flexible Relationship Model<br /><ul><li>Partnership approach 
  70. 70. Responsiveness 
  71. 71. Transparency </li></ul>Business Advantage<br /><ul><li>Business responsiveness 
  72. 72. Worldwide On-site support
  73. 73. Alliance Partnerships with leading Technology providers 
  74. 74. Optimal cost at committed quality</li></ul>A Global Service Delivery Model <br /><ul><li>Global talent with local presence
  75. 75. ISO 27001,ISO 9001, CMMi 3 certified  
  76. 76. Efficiency oriented delivery framework</li></ul>10<br />
  77. 77. Case Study – Managed Services Model<br />Current Weekly volume between 150 to 200 <br />Value Delivered<br />Set up a dedicated NOC and provide Infrastructure support in a Managed service model to a Publishing & Distribution company<br />End User Experience<br />Process Improvements<br />Productivity maximization<br />VFM<br />Drivers<br />Service Rendered<br /><ul><li>Expensive 24/7 support model
  78. 78. Standard Operating Procedures
  79. 79. Expensive infrastructure management
  80. 80. Data insecurity
  81. 81. End User Satisfaction</li></ul>Tier 1 Incident Management<br /><br /><br /><br /><br />Applications Monitoring<br /><br /><br /><br /><br />Client File Monitoring<br /><br /><br /><br /><br />24/7 Client Files Monitoring<br />Resolution Management <br /><br /><br /><br /><br />Business Process Monitoring<br /><br /><br /><br />X<br />11<br />
  82. 82. Q & A<br />12<br />
  83. 83. Thank You<br />© This document contains confidential and proprietary information of GSS America. It is furnished for evaluation purposes only. Except with the express prior written permission of GSS America, this document and the information contained herein may not be published, disclosed, or used for any other purpose. |<br />