Ims at mindtree key concepts and paradigms

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Ims at mindtree key concepts and paradigms

  1. 1. © Mindtree limited 2013 IMS @ Mindtree Key Concepts and Paradigms
  2. 2. IMS – Concepts and Paradigms
  3. 3. The Definition of IT Infrastructure 3
  4. 4. IT Infrastructure Model – An overview 4
  5. 5. Infrastructure and Operations: Blueprint 5
  6. 6. Infrastructure and Operations 6
  7. 7. IT Landscape: An example 7
  8. 8. Definition of major work items in IMS An event is a change of state that has significance for the management of a configuration item or IT service An incident is an unplanned interruption to an IT service, or a reduction in the quality of an IT service A problem is a cause of one or more incidents A change is an event that results in a new status of one or more configuration item (CIs) A service request is a request from a user for information or advice, or for a standard change, or for access to an IT service. 8
  9. 9. Standards and Certifications applicable to IMS • ITIL - IT Infrastructure Library provides a framework of Best Practice guidance for IT Service Management and ITIL has grown to become the most widely accepted approach to IT Service Management in the world. ITIL certifications are accredited for individuals and service platforms • COBIT - Control Objectives for Information and Related Technology is a framework for information technology management and governance • MOF / Core IO – Microsoft’s practical guidance for everyday IT practices and activities, helping users establish and implement reliable, cost-effective IT services • ISO/IEC 20000-1:2011 is a service management system (SMS) standard, reflecting the best practices contained in ITIL, MOF & COBIT. Mindtree’s IMS is certified for ISO/IEC 20000-1:2011 • ISO/IEC 27001 is the best-known standard for an information security management system (ISMS). Mindtree’s IMS is certified for ISO/IEC 27001 9
  10. 10. Definitions of Key Service Levels • TTR – Time taken to resolve an incident • MTTR – Mean time to repair, it should be lesser • MTBF – Mean time between failures • TTM – Time taken to mitigate an incident • FTM – First touch mitigation, tickets resolved by the first assigned engineer. Also called first call resolution (FCR) • Availability - Measured for a service, system or an application in %. (Example - 99.9x%) • RCA – Root cause analysis 10
  11. 11. DevOps – DTAP model… 11
  12. 12. Cloud Ops: Our position Internal, Private External, Public External, Private Hybrid Cloud Services Broker / Integrator Ref: Gartner Cloud Model
  13. 13. Enterprise Mobility: IOPS 13
  14. 14. Enterprise Mobility: Workspace of the future
  15. 15. IMS Pricing Models 15 T&M Rate card Price based on deployment of engineers on time and material basis Fixed monthly price Fixed price for a given volume of work and defined deliverables Price per unit • Pricing per managed unit (Server, Desktop, User) • Pricing per ticket (Incident / request) • Pricing can also be devised based on measurable business output
  16. 16. Six-Vectors based estimation model: Managed Services 16
  17. 17. IMS Delivery Models 17 1. Managed Services delivered by dedicated team 2. Mindtree and / or customer locations 1 1. Managed Services delivered by hybrid (dedicated & shared) team 2. Mindtree and / or customer locations 4 1. Engineers deployed on a time and material (T&M) model 2. Mindtree and / or customer locations 3 1. Managed Services delivered by shared team 2. Mindtree locations 2
  18. 18. Alliances 18 Existing In formalization Microsoft Novell Cisco Oracle Citrix VMWare ServiceNow Remedy
  19. 19. Engaging an end-to-end services pursuit 19
  20. 20. Service Continuity with multiple Delivery Centers IMS Shared Services & Dedicated Services rendered from both Bangalore & Chennai Delivery Centers to deliver service continuity in the event of disaster in either of this location Services are rendered from dedicated ODCs in Chennai & Bangalore with redundant connectivity to client location Services are rendered from dedicated OFs in Hyderabad & Pune with redundant connectivity to IDC. 20 • Successfully demonstrated seamless operations during “neelam storm”, “telangana strikes”, “power outage / storm” in US • Service continuity tested periodically
  21. 21. Flexible shift coverage to meet different time zones Operating 18+ shifts to suit different customer needs Sufficient overlap between the shifts for seamless handover across individuals/team Successfully delivering multiple combinations across locations 21 • 12.00 to 21.30 • 04.00 to 13.30 • 05.00 to 14.30 • 06.00 to 15.30 • 07.00 to 16.30 • 07.30 to 17.00 • 10.00 to 19.30 • 11.00 to 20.30 • 12.00 to 21.30 • 13.00 to 22.30 • 14.00 to 23.30 • 15.00 to 00.30 • 17.00 to 02.30 • 18.00 to 03.30 • 19.00 to 04.30 • 21.00 to 06.30 • 21.30 to 07.00 • 22.00 to 07.30 Typical Shift Options (IST)
  22. 22. India | USA | UK | Germany | Sweden | Belgium | France | Switzerland | UAE | Singapore | Australia | Japan | China

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