The document defines key concepts in IT infrastructure management and support (IMS) including events, incidents, problems, changes, and service requests. It describes IMS standards, certifications, delivery models, pricing models, and Mindtree's capabilities around areas like DevOps, cloud operations, enterprise mobility, and flexible shift coverage across locations for service continuity.

1. © Mindtree limited 2013
IMS @ Mindtree
Key Concepts and Paradigms

2. IMS –
Concepts and
Paradigms

3. The Definition of IT Infrastructure
3

4. IT Infrastructure Model – An overview
4

5. Infrastructure and Operations: Blueprint
5

6. Infrastructure and Operations
6

7. IT Landscape: An example
7

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. 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. 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. DevOps – DTAP model…
11

12. Cloud Ops: Our position
Internal,
Private
External,
Public
External,
Private
Hybrid
Cloud
Services
Broker / Integrator
Ref: Gartner Cloud Model

13. Enterprise Mobility: IOPS
13

14. Enterprise Mobility: Workspace of the future

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. Six-Vectors based estimation model: Managed Services
16

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. Alliances
18
Existing In formalization
Microsoft
Novell
Cisco
Oracle
Citrix
VMWare
ServiceNow
Remedy

19. Engaging an end-to-end services pursuit
19

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. 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. India | USA | UK | Germany | Sweden | Belgium | France | Switzerland | UAE | Singapore | Australia | Japan | China