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HCL Infosystems - Services Brochure


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IT services provided by HCL Infosystems Ltd.

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HCL Infosystems - Services Brochure

  1. 1. Services that Transform your BusinessHCL Infosystems Ltd.
  2. 2. Introduction ................................ 1Experience the HCL Edge ................................ 3Services across Enterprise IT Stack ................................ 4Customers Speak ................................ 6-7HCL Infosystems in News ................................ 8Enterprise Services Portfolio ................................ 9Infrastructure Managed Services ................................ 10 - 13Facilities Management Services ................................ 14 - 15Enterprise Cloud Services ................................ 16 - 20Value Added Services ................................ 21 - 24Break-Fix Services ................................ 25 - 26Extended Warranty Services ................................ 27 - 28Enterprise Application Services ................................ 29 - 32HCL Care Services ................................ 33 - 34HCL Office Automation Services ................................ 35Success Stories ................................ 36 - 37
  3. 3. t Incred ible Achievemen ked No. 1 in * HC L Infosystems ran Customer IT Serv ices Enterprise rs in a row! Satisfact ion Audit for 4 yea 2009 2010 2011 2012 Satisfaction Delivered Yet again, in an extremely fragmented market, HCL Infosystems retained its top spot for consecutive 4 years while others just followed SURVEY OF 401 LARGE ENTERPRISE CIOs IT Services Customer Satisfaction Audit: The Top Vendors DQ-IDC 2009 DQ-IDC 2010 DQ-IDC 2011 DQ-IDC CMR 2012 Vendor Rank ’09 Rank ’10 Rank ’11 Rank ’12 HCL Infosystems 1 1 1 1 TCS 3 2 2 2 IBM 6 4 3 3 Wipro 4 5 4 4 HCL Comnet 2 3 5 5 HP 8 8 7 6* As per the latest DATAQUEST - CMR Customer Satisfaction Audit 2012. Audit Published in DATAQUEST March ’12 Edition.For more details, log on to or email us at
  4. 4. Introduction TransformWe at HCL Infosystems always work towards building long termrelationships with our customers. We take pride in working collaborativelywith our customers towards achieving operational excellence, maximizingefficiencies and bringing technology enabled business transformation.Our Portfolio of IT Services, Solutions and Products is backed by end-toend capabilities and partnerships across the globe. With over 35 years ofIndustry experience, extensive domain knowledge across all industries your Businessand business functions, we are admired by over 3000 top organizationsacross India, Middle East, South East Asia and Africa.Here is a showcase of our capabilities and offerings that can help youtransform your business. Now! 1
  5. 5. Certifications & Accreditations Quality Certifications gnitions Partner Reco ations People Certific 2
  6. 6. MillionReduce ImplementaƟon Time 3
  7. 7. Awards & RecognitionsHCL Infosystems tops DATAQUEST - CMR Customer Satisfaction Charts for the fourth consecutive year in 2012 HCL Infosystems awarded with the CMMi Maturity Level 5 certification for its Jaipur Development CentreHCL Institute Management System awarded the ‘Best Cloud Based Education Institute Management System’at the B-School Excellence Awards 2012 HCL Infosystems awarded the ‘Most Promising New Technology for Urban Applications’ at Municipalika 2011HCL Infosystems awarded Dun & Bradstreet - Rolta Corporate Award under Computer Hardware andPeripherals Category HCL Infosystems awarded as a ‘Powerbrand’ of India in the IT & Office Automation Category in 2011HCL Infosystems bags No. 1 position in DQ- Best Employer Survey 2011 5
  8. 8. Customers Speak* Excerpts from HCL customers videos/mail Testimonials For more details, please contact us at 6
  9. 9. Customers Speak * Excerpts from HCL customers videos/mail Testimonials For more details, please contact us at 7
  10. 10. HCL Infosystems in News ; Busines s Standa rd - Delhi ; Size : 16 Business 8 .; Pa b-12; Fin ge : 2 Standard - Delhi S 31 -D elhi; Size : ial Express q cm umb 2 sq ; Size : 13 rd - Pune ess Standa c-11; Busin Thu, 08 De ne; Siz e : 132 d rd Pu : 75 sq.c I di Bangalore; SizeCourtesy : News Clippings belong to respective mentioned publications and are used here for reference. bli ti d dh f f Fo For more details, please contact us at 8
  11. 11. M an age d
  12. 12. Infrastructure Managed ServicesMeeting Challenges, Ensuring ProgressAvailable | Secure | Cost-efficientAt HCL, we provide proven expertise in comprehensive infrastructure managed services that are not only cost efficient but alsoleverage Tools, Technologies, Processes and Governance models to provide customized solutions aligned to our clients’business goals; enabling them to not only cut costs, but also achieve improved service levels and transform their ITInfrastructure. Comprehensive Network Administration & Service Desk Management Services End-user Computing Server & Virtualization Management Services Management Services HCL IMS offer i ng s Data Center Storage & Backup Management Services Management Services Disaster Recovery Information Security Management Services Management Services For more details, please contact us at 10
  13. 13. Foundation Blocks of our IMS offerings Service Governance Management IMS Best Practices in Service Three tiered Governance Management through Structure with defined KRAs adoption of ITIL processes Dashboards for management Process driven Infrastructure visibility on performance Management Focus on value creation and Service Process adherence, quick decision making Management repeatability and traceability through Automation Focus on Continuous Improvement and IT TransformationComprehensive Service DeskActs as a single point of contact for all its clients. The offering includes:ITIL Service ManagementSupport AutomationKnowledge ManagementReporting and Analytics End-user Computing Management Services Comprises of end-to-end management of the desktop environment. The offerings include: Service Desk Support Client Management Services Client Support Services Asset Management 11
  14. 14. Our IMS OfferingsNetwork Administration & Management ServicesHelps clients meet ever increasing need for network availability, decrease in staff andoptimization necessity for network bandwidth utilization & performance. It includes:24x7 Network MonitoringNetwork device supportNetwork IMAC servicesNetwork OptimizationProblem detection, resolution & notificationReporting Information Security Management Services HCL establishes, implements, operates, monitors, reviews, maintains and improves overall information security for its customers. The offerings include: Authentication & Access Management Confidentiality & Integrity Management Accounting & Forensics Proactive monitoring & prevention Audit & Trails Endpoint SecurityServer & Virtualization Management ServicesData Centre Virtualization plan, design, build & support Version migration and upgradationServer Virtualization and consolidation Performance and Capacity managementOS installation, Configuration and sustenance High Availability setup24x7 incident and problem management (L1/L2/L3 support) Storage & Backup Management Services User and group management Storage Management Storage sizing Backup Services Backup policy management Restorations drills Backup report management Performance and Capacity Analysis Proactive storage monitoring, alerting and reporting For more details, please contact us at 12
  15. 15. Our IMS OfferingsData Center Management ServicesHCL provides world class monitoring and control services for data centers to enable enterprises toachieve 24X7 business continuity and operations. The offerings include:Proactive Monitoring and Management24X7 L3 supportApplication ManagementServer and Storage ManagementDatabase Management Disaster Recovery Management Services It ensures protection of corporate information and business continuity in an event of unforeseen disasters and business downtimes. The offerings include: Push button drills and automated DR drills Real time RPO/RTO/Data lag monitoring Automatic recovery and switchover processes DR SLA monitoring and alertsCustomer BenefitsEnables businesses to concentrate on core business areas without worrying about the organization’s growing IT management requirementsReduced risks through guaranteed service levels, incident reduction and expert handling through continuous supportFlexible, Optimized IT service levels to accommodate dynamic business needsHCL Capabilities in Infrastructure Managed Services190,000 Tickets Resolved Monthly2+ Million Desktops/Laptops Supported8+ Million Voice and Data Ports Supported6+ Million Voice and Data Ports Supported for a Single ClientMulti-platform Support & Integration ExpertiseService-Desk Level 1/2/3 Support for Global Clients across Platforms24X7X365 Support Model For more details, please contact us at 13
  16. 16. FaciliƟes Management ServicesToday IT assets have become widely distributed and less visible. Many organizations are spending a very high portion of theirtechnology budget on "soft costs" like purchasing, installing, managing, administration, troubleshooting, training andrecruitment for supporting IT hardware and software.Our Facilities Management Services are a comprehensive set of services that offer manpower expertise to cater to end to endenterprise support ranging from planning and design to installation, migration assistance, system management, telephonicsupport and on-site hardware and software fixes. End User Server Support HCL FMS Support offer ng o f fe r i n g s Storage Networking Support Support Security Support For more details, please contact us at 14
  17. 17. Our FMS OfferingsHCL Facilities Management Services offer a wide range of customized service options to match specific enterprise requirementsthat include: End User Support Server Support Storage Support port Desktop/Laptop Wintel NAS/SAN Support Virtualization n Backup Help-desk Help desk Linux Replication RISC Unix DR Management ement Messaging Load Balancing HPC Networking Support Security Support Edge LAN/Wi-Fi, End Point Security DC/Campus LAN DC Security (Firewall, IPS, Web Filtering) ring) WAN/VPN Data Leakage Collaboration/UC Protection Telco Network Log Analysis Load Balancing Load Balancing ngCustomer Benefits Reduce/control your operating costs by upto 28% Focus on business results while experts take care of your IT Infrastructure Utilize IT Expert resources when experience is not available in-house World class, end-to-end IT Infrastructure Implementation and Support For more details, please contact us at 15
  18. 18. Enterprise Cloud ServicesEnterprise, Custom and SecureAutomated | Scalable | FlexibleHCL is well poised to become a transformation partner for enterprise customers and SMEs - that are poised to make theirjourney to the cloud, by affording them the flexibility and choice to scale their demands based on their business needs - thusallowing them to reduce their capital investments & improve TCO. Our cloud services portfolio consists of Infrastructure as aService (IaaS) and Software as a Service (SaaS) - delivered through our own proprietary HCL ‘blu’ Services as well as 3rd partyservices for CA, Microsoft, Google etc. HCL blu IaaS Enterprise Cloud SaaS Services For more details, please contact us at 16
  19. 19. Our Enterprise Cloud Services Breadth IaaS SaaS Public Cloud Private CloudOur Enterprise Cloud Services OfferingsInfrastructure as a Service (IaaS) SraaS IaaS BaaS DRaaS Servers as a Service (SraaS) - SraaS provides virtual servers with the client’s choice of configuration and operating environment, so that they can deploy their applications and services without investing in expensive hardware and maintenance contracts. Backup as a Service (BaaS) - BaaS is a full-feature comprehensive backup solution for desktops and laptops that integrates perfectly with the existing enterprise infrastructure, allowing it to seamlessly backup and restore data on the fly without interrupting operations. Disaster Recovery as a Service (DRaaS) - DRaaS is a full-feature comprehensive recovery offering that integrates with the client’s existing infrastructure. For more details, please contact us at 17
  20. 20. Our Enterprise Cloud OfferingsSoŌware as a Service (SaaS) Collaboration Suite blu Mail Microsoft SharePoint SaaS (CollaboraƟon Suite) Google Microsoft Apps Exchange blu Mail - blu Mail delivers enterprise-class e-mail services that allow organizations to maximize their productivity, both at office and on the go. MicrosoŌ Exchange - Microsoft Exchange major features consist of electronic mail, calendaring, contacts & tasks that work with Microsoft Outlook on PC and Mac, wireless synchronization of e-mail, calendar & contacts with major mobile devices, browser-based access to information and support for data storage. MicrosoŌ SharePoint - Microsoft SharePoint makes it easier for people to work together. Using SharePoint, people can set up Websites to share information, manage documents, and publish reports to help everyone make better decisions. Google Apps - Google Apps features several web applications including Gmail, Google Groups, Google Calendar, Google Talk, Google Docs and other Google Sites. For more details, please contact us at 18
  21. 21. Our Enterprise Cloud OfferingsEnterprise Suite blu ERP blu HRMS blu CRM SaaS (Enterprise Suite) CA Service Desk blu IMS CA Service-Desk - HCLs CA Service-Desk Manager enables organizations to prevent service disruptions, better manage change risks and provide a 360-degree view into IT services. blu HRMS - blu HRMS enables employee self-service while also making it easy for HR staff to manage important tasks and keep up with the organizational growth requirements. blu InsƟtute Management System - HCL Infosystems is a leading Systems Integrator providing end-to-end turnkey advanced education solutions to schools, institutions and universities across the country in the government and private sector. blu ERP - blu ERP solution provides core modules that include Supply Chain Management, Inventory Management and Accounts Payable/Receivable. blu CRM - blu CRM provides access to enterprise CRM modules such as Lead Management, Knowledge Management, Pricing, Opportunity Management and Sales Forecasting. For more details, please contact us at 19
  22. 22. Customer Benefits Considerably reduces capital expenditure requirement for IT assets and resources IT Infrastructure costs @ pay-as-you-go Instant IT Infrastructure deployment for quick turn-around-time – implementation takes days as opposed to months Cutting edge technology accessible to small as well as large enterprises Guaranteed Service-Level Agreements (SLAs) ensure high reliability and responsivenessHCL Capabilities in Enterprise Cloud Services ITIL compliant Service Delivery Processes for Incident Management, Change Request etc. Partnerships with leading organisations like Microsoft, Vmware, CISCO, EMC and Google Experienced team consisting of Vmware Certified Professionals, Cisco Certified Professionals, ITIL Foundation and Project Management Professionals For more details, please contact us at 20
  23. 23. Value Added ServicesAdding value to your IT ServicesManageable | Available | SecureSupporting our IT Solutions and Services experience are Consulting and One Time - Value Added Services for large corporate,PSUs and SMEs across industries, delivered with best of industry processes, tools and rich experience & commitment. OurValue added services allow our clients overcome any short or long term IT Infrastructure roadblocks at a small price for a worldclass experience.HCL Infosystems’ unique IT COMPASS Framework provides Consulting for Manageability, Performance, Availability, Securityand Scalability for its client‘s IT Infrastructure. The entire suite of VAS encapsulates the philosophy of this framework, blendingHCL Infosystems’ expertise and experience to give a satisfying service. IMAC Services HCL Value Consulting Services (Install, Move, Add and Change) Added Services (Assessment, Design and Retirement) Automation and One-time Monitoring Services For more details, please contact us at 21
  24. 24. Our VAS OfferingsConsulƟng ServicesConsulting Services are engagement services with enterprises to help them assess, design, plan capacity to enable futuregrowth or retire their IT infrastructure. Current and future state Adaptable physical infrastructure assessment of enterprise IT design using sound IT infrastructure through infrastructure Design & Planning Discretionary Assessment principles through Compliance Audit Design/Architect Assessment Capacity Planning Design Lean/Optimization Retirement Planning Green/SustainabilityAutomaƟon and One-Ɵme Monitoring ServicesThe fundamental problem facing IT organizations worldwide is that IT complexity isgrowing faster than IT budgets. IT is challenged with maintaining a complexinfrastructure of diverse systems and applications running on mainframes, desktops,databases and servers.To help enterprises to reduce these complexities and improve efficiencies in theirsystem, HCL provides Automation and One-time Monitoring services to automate taskslike creating users, deleting files, setting up printers, installations, monitor servers etc.This allows enterprises to provide assured services to their customers with an improvedback-end to support them. IMAC Services IMAC for Core Infrastructure (Server, Storage, Security and Network) Manage a dynamic and optimized infrastructure that supports business and operations using our portfolio of core infrastructure IMAC services. Be it server or SAN racking, IP configuration, OS loading, patch management or security license management, HCL is the one stop shop for all value added services and much more. For more details, please contact us at 22
  25. 25. 23
  26. 26. Technologies Served Network Datacenter Storage Server Data Network Security center Disaster Recovery Backup Clustering BYOD Cloud End-user Messaging End-userDelivery Approach - IT CoMPASS Framework COnsulting for Through HCL expertise and experience... Manageability Ensure complete control over your IT Performance Enhance the way your IT performs Availability Ensure your IT supports business anytime, anywhere Security Ensure safe environment to handle all threats Scalability Plan now for your future business growthCustomer Benefits Generate upto 60% of extra storage within your current IT infrastructure Reduce the load on your servers by releasing server capacity by upto 40% Reduction of back up cost by upto 95% For more details, please contact us at 24
  27. 27. Break-Fix ServicesHCL has an enviable team of experienced and certified technicians to take care of the maintenance, upgrades, ongoing usertraining and end-user support of our client’s infrastructure and business systems so that they can focus on otherbusiness-critical activities. We offer four levels of Annual Break-Fix Services Agreements– Standard, Enterprise, Professionaland finally the fully customizable BusinessPlus Break-Fix Service agreement, each level of support providing a morecomprehensive service level to address additional requirements of managing our client’s IT infrastructure. Standard HCL Break-Fix Professional Services Enterprise BusinessPlusOur Break-Fix Services OfferingsMulƟBrand Break-Fix Service CapabilityOur expertise in Break-Fix Services developed through our several years of experienceenables us to deliver SLA Based Break-Fix services regardless of the brand. We havealso been identified by leading OEMs as their preferred service partner – a testimonyto the great job that our IT experts have been doing over the years. For more details, please contact us at 25
  28. 28. Our Break-Fix Services Offerings Get The Edge with Break-Fix BusinessPlus We realize that enterprises have varying service level needs. Therefore, we’ve structured our delivery organization to provide our clients with the option of customizing our offerings to suit their requirements. With the BusinessPlus Break-Fix Service agreement, we offer a unique capability of delivering services with fully customized SLAs as required by our clients.Our Break-Fix Services Offerings Standard Enterprise Professional (Customised, SLA Based) (Hardware only) (Hardware, OS, AV, Network, (Enterprise + Value Added BusinessPlus Peripheral Support) Services) Support Availability Service Hours 9 AM to 5:30 PM 9 AM to 5:30 PM 9 AM to 5:30 PM Service Days Mon-Fri Mon-Fri Mon-Fri (Sat/Sun/Holidays optional) (Sat/Sun/Holidays optional) Remote Resolution Yes Yes Yes Telephonic Support Yes Yes Yes On-site Support Yes Yes Yes Response Time NBD SBD SBD (For call logged by 1 PM) (For call logged by 1 PM) Customized SLA Extended Services Preventive Maintenance No 1 instance/year* Up to 2 instance/year* – Suiting Client’s OS + Antivirus Installation and Business Needs No 1 instance/year* Up to 2 instance/year* Basic Network configuration Services Extended Hours No Yes Yes Value Added Services Hardware Health-check No No 1 instance/year* 1 instance/year* Back-up Support No No (charged per MB) Support for standard package No No 1 instance/year* (MS Office, Mail, AV, Basic Network) Virus Clean Up No No Up to 4 instances/year* Accidental Damage Cover No No Yes*Extra charges applicable if more instances are requiredCustomer Benefits Decreased equipment downtime upto 30% leading to increased employee productivity Ability to better forecast your IT budgets owing to predictable and flexible maintenance costs Multi-location, multi-brand support across 270 cities, reducing cost and headache of depending on multiple service providers Quicker resolution through our Remote technical support For more details, please contact us at 26
  29. 29. Extended Warranty ServicesBusinesses rely heavily on technology for their day to day operations and hardware warranty services to help keep their ITinfrastructure up and running. In case of new purchases, when a computer malfunctions, a server goes down, or a printer stopsworking - it can mean much more than headaches and can result in lost productivity and lost revenue.HCL offers extended warranty services that focus on eliminating the distance between people and locations, problems andsolutions. Our warranty services include repairing servers, PCs, laptops, printers, and more. Our deep reach across the countryand large inventory of top quality replacement parts to expedite computer repair ensures that we get our clients’ systems upand running with the minimum turnaround time. HCL Extended Extended ExtendedPlus Warranty ServicesOur Extended Warranty OfferingsExtended WarrantyExtended Warranty is an extension service of the standard in-built product warranty by 1 or 2 years. With an extension ofstandard warranty, HCL extends the promise to support the IT assets of its clients through on-site or remote resolution. For more details, please contact us at 27
  30. 30. Our Extended Warranty Offerings ExtendedPlus Warranty As an organization, there may be many one-time outages with end-user devices due to multiple reasons that are not part of the standard warranty. HCL offers the ExtendedPlus Warranty services for enterprises that would like to leverage our expert technicians for IMAC services such as installation, configuration and preventive maintenance of hardware and software, reducing their downtime even further.Our Extended Warranty Offerings Extended ExtendedPlus Support Format Service Hours 9 AM to 5.30 PM 9 AM to 5.30 PM Service Days Mon – Fri Mon – Fri Remote Resolution Yes Yes Telephonic Support Yes Yes On-site Support1 Yes Yes Response Time NBD SBD (For call logged by 1 PM) Preventive Maintenance No 1 instance/year* Support Scope Hardware2 Yes Yes Part repair Yes Yes Configuration No Yes Software3 No Yes Patch Management - Yes Version Upgrade - Yes Installation/Reinstallation - Yes Un-installation - Yes Security Management - Yes Configuration - Yes For any support, call logging by the client is compulsory 1 Conditions apply 2 Breakdown related to modules of desktop, laptop, server, storage and peripherals. It doesn’t cover battery, ODD and adapter for laptops, accidental damages, cosmetic parts, consumables, CRT, keyboard, mouse, display panels and touch pads 3 Only standard PC software products will be supportedHCL Capabilities in Break-Fix Services & Extended Warranty Services Support Base of 3+ Million assets at more than 75000 sites 300 Service Locations Over 8000 Direct Service Engineers trained at a World Class Training Centre 35 years of Direct Support Experience Established Automated Call Management Systems For more details, please contact us at 28
  31. 31. Enterprise ApplicaƟon ServicesHCL’s Enterprise ApplicaƟon Services (EAS) provide end-to-end Packaged ApplicaƟon & Development services comprising ofERP, CRM, BI, SCM, ECM, Mobility SoluƟons, ApplicaƟon Development as well as other sustenance mode services. ERP HCL EAS ADSM of fe r in gs o f fer i n g s DW/BI ECM For more details, please contact us at 29
  32. 32. Our EAS OfferingsEnterprise Resource Planning (ERP) SAP End-to-End Implementation Services for SAP ECC 6.0 SAP Application Maintenance, Support & Rollout SAP Solution Upgrade SAP Audit & Review SAP Business by design ORACLE Oracle Application Upgrade Oracle Application Implementation - Oracle eBiz Oracle Application Support Oracle CRM on demand Microsoft Dynamics MS Dynamics AX (for Large & Medium Enterprises) MS Dynamics NAV (for Small Scale Industries) MS Dynamics CRMData Warehousing, Business Intelligence (DW/BI) SoluƟon Partners- IBM Cognos, QlikView, SAS & SAP BO, Open Source & Pentaho HCL EDI (Enterprise Data Integration) Enterprise ETL Architecture Framework Batch/Near Real-Time/Parallel ETL Scheduled/Event Triggered ETL For more details, please contact us at 30
  33. 33. Our EAS Offerings HCL BAR (BI Reporting and Analytics) Enterprise Reporting Architecture Framework Analytical & Operational Reporting Data Mining, Statistical & Predictive Analytics Canned & Ad Hoc Reports Dashboards, Scorecards HCL BDM (BI Development & Maintenance) DW-BI Development (End-to-End, all components) Program & Project Management Sustain - Production Support, Maintenance & EnhancementApplicaƟon Development & SoŌware Management (ADSM) Technology Used - JAVA, .NET, C/C#, Open Source, ASP, Oracle Application Development Application Consulting Custom Application Development Packaged Application Design & Implementation Application Re-engineering, Modernization and Migration Application Integration HCL e-Procurement, HCL e-Municipality, HCL PDS Application Maintenance & Support Service Transition Application Support Enhancements Testing Services Portal Development For more details, please contact us at 31
  34. 34. Our EAS OfferingsEnterprise Content Management (ECM) SoluƟon Partners- IBM Filenet, Newgen Omniflow, Newgen Omnidocs, MicrosoŌ SharePoint & MicrosoŌ Fast Search Enterprise Content Management Enterprise Content Management Architecture Design Enterprise Content Repository Strategy & Roadmap Integration Design for Capture tools with Content Handling Different Content Types Deployment of Central/Distributed Architecture Business Process Management Process & Architecture Assessment Business Analysis & Process Definition Enterprise Process Framework User enabled Process Builder Architecture Paperless Office ApplicationCustomer Benefits Establish uniform processes based on recognized best business practices Decrease inventory and procurement costs by upto 15% resulting from better planning, tracking and forecasting of requirements Increased customer satisfaction by upto 30% based on improved on-time delivery, improved quality and shortened delivery cycleHCL Capabilities in Enterprise Application Services Large pool of certified resources on SAP, Oracle, Microsoft & Business Intelligence 6000+ man-years of implementation experience 150+ active installations across the country and middle-east Partnerships with all major vendors like SAP, Microsoft, Oracle, SAS, IBM, QlikView Rapid deployment through SAP Certified ASAP/ASAP Focus methodology For more details, please contact us at 32
  35. 35. HCL Care ServicesHCL Care - a multiplatform lifecycle service, provides an exhaustive range of services for products like desktops, laptops, mobilephones, digital cameras, TFTs, peripherals and other third party ICT products. HCL Care operates a large service network alongwith back end repair facilities and call center providing 24/7 repair services across all major cities of India (under “HCL Touch”brand). In India, HCL Care provides services to global blue chip clients like Dell, NEC, Kodak and Nokia.Key Highlights Pan India Support Channel Remote Tech Support through “Global Touch” across US and Canada HCL Owned ‘Touch’ Service Centres and Repair Facility Center Over 200 Authorized Service Partners Service Support through a Centralized Call Centre Highly Experienced Technical Support GroupProducts Supported Mobile Phones Tablets Servers/Printers TV, LCD Laptop/Desktop Cameras For more details, please contact us at 33
  36. 36. Our Care OfferingsCare Contact CenterHCL provides a world class contact center infrastructure with superios tech-support that has Contact Centre Capacity - 24x7 Support Infrastructure, Handling 180,000+ Inbound Calls Per Month Facility to offer multi-level Tech support - Phone/Email/Chat/Remote Login, Skilled engineers performing step-by-step troubleshooting Multi-level Service Offerings - Setup & Installation of Hardware/Networking /Virus/ Security Solutions, Internet & e-mail Support, PC Optimization, Peripherals Support, iTunes and Data Backup Support Skilled individuals for Tele-sales Products - Desktops & Laptops, Services – Service Packs and Upgrades Repair Factory Capability HCL repair factories perform discreet component level repair & refurbishment through an established scrap-to-swap process, thus extracting cost advantages through improved recovery rates. HCL Care provides high level repair capability for numerous HW categories. Power Supplies, Logic Boards, I/O Boards, Electro-mech & Display Devices Global leading brands supported like Intel, HP, Nokia, Sun, Asus, Hitachi, IBM etc. Currently handling repair load of 65,000 repairs per month HCL Repair Factory rated as the best repair factory by Nokia among its RF globally For more details, please contact us at 34
  37. 37. HCL Office AutomaƟon ServicesHCL Office Automation Division provides end-to-end office automation services to enable administration departments of topcorporate houses, MNCs and PSU organizations the ability to automate their offices and institutions.Through our partnerships with leading Global brands like Toshiba, Hitachi, Infocus, Cisco, Aastra and Christie, we provide worldclass office products backed by the hallmark HCL service. We offer the widest network of direct technical support & servicethrough 505 touch points nationwide. HCL Office Automation also provides special customized one time automation services.Our Office Automation Services OfferingsHCL Smart Click - Managed Print SoluƟonDocument output management and output process optimization from hardware to workflows and staff productivity –regardless of the brand of printers through a dedicated, long-term approach to streamlining the entire documentprocess. This includes data capturing, document archiving, document workflow, data security and environmentalmanagement. Smart Click devices provide MFDs that print, copy, scan, fax. It also covers the maintenance of printers,consumables and tracks operating costs. Document Management SoluƟon Focussed content management solution through exclusive tie-ups with Kodak & Zeutschel Scanners to provide Bulk Digitisation, Digital Microfilming and Onsite Physical Record Management - specializing in digitization of old and rare documents. Our services include Document Scanning Services (Face-up/Contact-less Scanning) and Document Digitisation Services (OCR/ICR/OMR Technology). Our partners include Filenet, HP Trim Software, Adobe, infoRouter, Alfresco etc.Web-Ex SoluƟonWe also provide WebEx- World’s leading on-demand collaboration, online meeting, web and video conferencingplatform to enable enterprises collaborate effectively. For more details, please contact us at 35
  38. 38. Success StoriesTotal IT Outsourcing by HCL Infosystems for a Leading Auto-Ancillary Company in IndiaRiding on automobile industry growth in India, this Client experienced a high growth rate. However, the ITdepartment was not geared up to support this growth due to widely spread operations, fragmented ITlandscape, multi vendor presence, disparate information systems and their reactive approach to businessissues. Leveraging the comprehensive approach to technology as well as business issues, HCL Infosystemsemerged as a Total IT outsourcing Service provider. As a trusted IT advisor, HCL is a single window serviceprovider for managing the IT Infrastructure, business applications as well as transformation services process standardization, ERP roll out to all business Units, Information security etc. leading to TCO Manufacturingreduction by 20% for the client. HCL Infosystems Transforms Infrastructure Operations for One of India’s Top Business Schools One of the top business schools was looking for a partner to maintain its IT Infrastructure. HCL Infosystems offered its services for Asset and Inventory Management, Network Management and Data Center Management. This resulted in increased flexibility in utilizing the IT assets & enhanced business & operational continuity by increasing availability of key resources. The solution offered a robust IT infrastructure with secure information systems to assist them focus on their core competence which is making business leaders. EducationHCL Infosystems Accelerates Performance of a Global Electronics Manufacturer with ApplicationOutsourcingThis leading electronic manufacturer was looking at solutions for automation of the business processes,increasing service levels and managing SAP repository objects. HCL provided SAP Modules supportservices, program management to improve and rationalize business processes for the client to deliverbenefits like improved support processes, maintain adequate service levels through reduced downtime. Italso enabled the client eliminate legacy system and redundant data. Manufacturing HCL Infosystems Enables a Renowned Multi-Speciality Hospital Embrace the Power of Cloud Services This renowned multi-speciality and one of the largest Pediatrics hospitals in the country was looking for a scalable Healthcare Information System (HIS). The hospital was also looking to improve operational efficiency and give patients faster access to healthcare. HCL offered the customer with a scalable HIS on cloud through its blu IaaS and Enterprise Cloud Stack to help make medical transactions more accurate. This solution enabled the client maximize efficiency by capturing the medical history of patients in an analyzable form. The client has also taken HCL Cloud email collaboration services, 24X7 voice and email Healthcare support. This in turn helped the client to scale the IT infrastructure, reduced Capex and Opex and improved performance monitoring and control. For more details, please contact us at 36
  39. 39. Success StoriesHCL Infosystems Transforms IT Infrastructure of a Top Financial ConglomerateA leading multi-business conglomerate – Housing Finance and Mutual Fund Company, with a huge assetbase was looking for IT Solutions with SLA based service delivery and decision making through its IT & MISto ensure business continuity. HCL offered its Desk-side IT services for 4500+ users spread across 400+locations. Hybrid Service Delivery Model with Service Desk based Remote Infrastructure Managementand onsite services was also offered at 20 locations.HCL also provided Server Management Services for Windows Servers housing critical in-houseapplications and mails, backup & restore services along with IT Asset Management and Mobile DeviceManagement. This delivered improved SLA achievement year-on-year, reduced cost per asset by 5%,Institutionalized process improvements & best practices and Increased technology application leading to BFSIreduced human intervention. HCL Infosystems uses Virtualization to Reshape IT Landscape for One of the World’s Leading Ink Company The client was looking for solutions to optimize their existing business processes without implementing new functionality but at the same time were looking for full IT landscape transformation. HCL Infosystems offered end-to-end solutions for upgrading entire IT Infrastructure and migrated SAP to ECC6.0 along with MS Exchange 2003 to 2010 and AD 2003 to 2008 R2. The implementation solution included virtualization of all applications, extra security in the database to avoid logical block corruption, storage based sync replication to achieve zero data loss etc. The new setup improved the IT efficiency, reduced Manufacturing hardware cost without affecting the existing landscape leading to high user satisfaction.HCL Infosystems Transforms Infrastructure Operations for One of the Top Adhesive BrandsWith the client looking at solutions for distributed IT landscape and Break-Fix support, HCL Infosystemsoffered IT Portfolio Management services that include Data Center management, Break-Fix support,implementation of ITIL tools and processes with a centralized 18X7 help desk. The solution deliveredbenefits like improving remote resolution ratio from 20% to 45%, proactive network monitoring,increased user satisfaction, increased operational efficiency and end-to-end business visibility leading tofaster decision making. Manufacturing For more details, please contact us at 37
  40. 40. Services that Transform your Business HCL Infosystems is a dedicated team that is committed to transform the way our customers do business. We have been ranked No. 1 on Enterprise Customer satisfaction Audit 4 times in a row (2009-12). We will continue to be a partner to our customers in their IT adoption, implementation and transformation journey. To know more about our capabilities and expertise, please feel free to get in touch with HCL Experts at transform@hcl.comSome of our Partners Gold Partner
  41. 41. About HCL InfosystemsHCL Infosystems Ltd. with revenue (LTM) of US$ 2.0 billion (Rs 10,840 crores) isIndias Premier Technology Company and offers a wide spectrum of IT Servicesand Products ranging from Cloud to Learning Solutions. As a complete ITsolutions provider the company offers comprehensive offerings in EnterpriseApplication Services, IT Infrastructure Managed Services, System Integration,Office Automation Products and Services, Distribution and Support Services.The company operates in both the Consumer and the Enterprise space – offeringthe latest mobility products and operating in verticals like BFSI, Telecom, andHealthcare respectively.HCL Care, the support and service division of the company has one of the largestand most extensive service networks across the country and provides end to endsupport services for various IT, Telecom and Consumer Electronics products. HCLInfosystems has one of the largest distribution network of digital lifestyle globalbrands and an unparalleled robust service network in the country including Tier2 and 3 cities. Digilife Distribution and Marketing Services (DDMS), a 100%subsidiary of HCL Infosystems focuses on multi brand distribution and offersvalue added distribution for its partners including strategic consulting services,last mile connect and support in marketing and promotions. HCL Learning adivision of the company covers the entire spectrum of education and trainingrequirements across schools, colleges, individuals and enterprises and offersrich learning solutions across these segments. HCL Infosystems MEA (MiddleEast and Africa), a fully owned subsidiary of HCL Infosystems is part of theemerging markets outreach of the company and focuses on expanding thebusiness in the Middle East and African geographies and providescomprehensive IT solutions to customers across verticals in the region. Thecompany also has robust operations in Singapore with its subsidiary HCL InsysPte. Ltd gaining traction in the region with its Enterprise solutions including astrong offering in Infrastructure Managed Services.
  42. 42. HCL Infosystems Ltd. E-4,5,6, Sector-11, Noida - 201301, UP (INDIA) For more details, visit us at : or E-mail at transform@hcl.comCopyright @ HCL Infosystems Ltd. All Rights Reserved. Reproduction of this publication in any form without prior permission is forbidden. The names and logosof the actual companies and products mentioned herein may be the trademarks of their respective owners and are used for illustration purpose only. Allcontent/information present here is the exclusive property of HCL Infosystems Ltd. The content/information contained here is believed to be accurate at thetime of publishing. HCL shall not be liable for damage of any kind use of this information, which is subject to change without notice.