They work in silos We Unify Infrastructure & Application Support

<
We call it

Integrated Operations Management

Optimized Processes | Assured Customer Satisfaction

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Application Support & Maintenance has traditionally been aligned to Application Development, especially in the case of bespoke applications to retain knowledge and provide instantaneous reactive support in case of problems. Application Support is based on a good understanding of the domain and is a project driven activity whereas I.T Infrastructure support requires SLA driven regular maintenance and user support. We at HCL developed an altogether new proposition called Integrated Operations Management Services (IOMS) which integrates application support into the run side of business and achieves effectiveness and efficiency in running application support by creating application knowledge clusters and cross training to ensure that operations knowledge is institutionalized and is independent of the people supporting it.

Need for

We asked CIOs the following questions, to arrive at the rationale behind this integrated solution.

Integration
Wont it be costoptimized for you to consolidate all infrastructure and application operations under one team?

Even Gartner has acknowledged our IOMS Value Proposition

HCL continues to leverage its integrated operations management framework to grow its application service revenue.
Publication Date: 14 November 2008/ID Number: G00161582 Page 14 of 25 2008 Gartner, Inc. and/or its Affiliates. All Rights Reserved.

Wont it provide operational excellence to your business by measuring response time SLAs for Business Wont it be applications? faster for you if most of your incidents are solved by the first team receiving it?

Cost Optimization
A large number of activities at the application layer, both technical as well as administrative, are very similar to the ones carried out at the infrastructure layer e.g. Release to Production, Security and User Administration, Patch Administration, Output Device Management etc. Moreover the ease to clone all these activities at the database layer provides a sound opportunity to integrate both Infrastructure and Application support activities into one robust support function. Having a common team for this unified function will result in resource optimization and cost savings.

Applications Discrete Operations L3 L2 L1

Infrastructure L3 L2 L1

Integrated Operations

L3 L2 Integrated Operations Team

L3 L2

Operational Excellence
All the monitoring activities are carried out in order to ensure healthy, hassle-free business transactions. If any critical business transaction is facing an issue, then it makes sense to drill down further into the relevant layer (application or infrastructure). This helps in focusing on the real issue rather than monitoring each and every event irrespective of any impact on business transactions. An integrated layer of application & infrastructure allows you to measure response time SLAs for your business applications by focusing on the core activities. Transaction & Process Flow Tracking Auditing & Logging
Log end-to-end message trails for compliance (SOX, Patriot Act, etc.) as well as diagnostics

Proactive Detection of Exceptions

Proactive monitoring of system-wide flows for exceptions of various types

Multi-Mode Exception Response

Minimize impact of exceptions through exception handling such as rule-based routing of exceptions to service-based exception handlers.

Business Transaction Monitoring

Monitoring of message flows in real-time Track start -to-finish response times Monitor for exceptions

Online processes

Background processes System wide queue length Program errors Aborted jobs

Buffers Directory used Space used Hit ratio Swap

System errors Software code errors Aborted batch jobs Update errors System log messages

Application Monitoring

Dialog response time Network time Standard response time Users logged on

Infrastructure Monitoring

Servers UNIX Wintel

Networks LAN WAN

Database Oracle SQL

Storage

Desktop

Faster Resolution
Creating a common enterprise helpdesk, command center and an admin team, both for Application & Infrastructure layer, ensures that a large number of incidents are triaged to relevant teams resulting in significant improvements in First Call Resolution. Infrastructure Operations Batch Scheduling DB Operations OS Operations Backup

Application Operations Technical Administration Release to Production Output Device Management Upgrade / Refresh Security Administration User Administration Patch Administration Performance Management

Common L1 Team to triage events

Enterprise Helpdesk (Applications + Infrastructure)

Integrated Operations SOP/ Run Books Proactive Performance Management

SLA ITIL

Real time Ops Culture Tools

HCL IOMS

Service Catalogue

Integrated Operations
Monitoring
4 End User

Incident Management
4 Alert Handling 4 SOP Based

Administration
4 Data Fixes 4 Archival/Backups etc 4 Master Data Config 4 Patch Management 4 Interface Mgmt 4 Production Support

Troubleshooting
4 Interface Issues 4 Deployments 4 Diagnostics 4 Problem Identification 4 Root Cause Analysis 4 Problem Resolution

Reporting
4 Adhoc

Transaction Monitoring
4 Log Monitoring 4 Session

Reporting
4 Parameters &

Resolution

4 Ticket

Frequency Reporting

Assignment
4 Ticket Triaging 4 Escalation

4 Real Time

Monitoring
4 Process

Monitoring

Management

Operations

4 Usage Patterns

4 Application

Deployments

Services

Incident
4 End User Centric Approach 4 ITIL Based Service Delivery

Problem
4 Real Time Ops Culture 4 Tool Based Approach

Change

Release
4 Reduced Costs of Operations 4 Proactive Performance Management

Packaged SAP, JDE, BI, Siebel, etc

Bespoke .Net, Java, ASP, etc

Web/Middleware (BEA, IBM, etc)

OS, DB, Security, Networks

Application Tracks

Infrastructure Tracks

IOMS delivered
across verticals
Industry Vertical

Manufacturing

Retail

{ {
{

Customers

Applications Environment
4 Packaged & Bespoke Application

Mean Time to Mean Time to Resolve in hrs Resolve in hrs (Before HCL) (After HCL)

Support

Fortune 500 semiconductors manufacturer

4 End to End Application Support for

E-commerce websites

4 Integrated Helpdesk Basis Infra 4 Applications Environment - SAP

4.34

3.23

R/3, SD,GMS, BaaN, Informatica, Java, Power Builder etc

4 Packaged & Bespoke application

support services

Leading Retail Creation of operation procedures Giant in Europe 4 and knowledge bank for end users design and operation

4 350+ Applications, 12,000+ end users

NA

3.56

4 Advice on Application architecture,

4 Packaged & Bespoke application

support services

{ {
{

Pharmaceutical & Healthcare

Fortune 50 Healthcare Manufacturer

4 2000+ Middleware instances

(Documentum, ATG, SunOne, BEA Web logic, Web methods etc.) JDE, SIEBEL)

4.21

4.11

BFSI

4 100+ Application instances (SAP,

4 Production support for 14 financial

applications in 2 environments Pricing Application etc

Division of Fortune 10 Insurance Service Provider

4 Trade Settlement Applications, 4 Applications: Navisys, V2020, EDW,

Media & Publishing

ER, SAP, TNG/Peregrine/ Opalis /EDM/Exec View/OEM/ Veritas/ Docucorp/ Documaker RP/Trillium/Actuate/ Cognos Reporting

3.47

3.21

4 Bespoke Application Support 4 60+ Bespoke applications in various

Leading Music Company

work streams/portfolios like Marketing, Assets, Royalties, Digital, etc

6.54

3.23

4 Infrastructure applications like

IBM MQ, MS MQ, MS CMS, Share point Portal Server, IIS servers etc

Integrated Operations Management Services Green Datacenter Services Managed Mainframe Services

End User Computing

Cross Functional Services

Network Services

Security Services

Industrialized IT Management
Optimized | Flexible | Centralized & Standardized | Business Aligned

www.hclisd.com