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Infrastructure Services
Contact@marlabs.com
+1 (732) 694 100
www.marlabs.com
2016, Marlabs - Confidential
Marlabs Snapshot
Overview
Global Locations
Founded in 1996
2100+ employees
Consistent year-on-year revenue growth
100+ blue-chip clients across multiple verticals
IP driven global consulting and software services
Headquarters in Piscataway, NJ USA
Global delivery headquarters in Bangalore, India
CMMI Level 5 and ISO/IEC 27001: 2013 certified
Strategic Partnerships
Verticals Serviced
Banking, Finance,
Insurance
11%
35%
23%
9%
22%
Media &
Education
Transportation &
Logistics
Healthcare & Life
Sciences
Retail & Others
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Key locations
Global presence to drive speed and value
Marlabs Corporate HQ: One Corporate Place South, Piscataway NJ
Global Data Center
Network Operations Center
Sales, Acct. Management & Operations Support
Onshore Development Center
Marlabs North American Training Facility Broadhead Road, Bethlehem, PA
Customers
Partners in our success
Media & Education
Service Offerings
Full spectrum of solutions and services
Services
Application Development and Maintenance | Information Security | IT Infrastructure Services |
Testing | Packaged Implementation & Support | Product Engineering
Industry Verticals
BFSI
Education
Transport
Healthcare
Media
Government
Energy
Retail
Technology Solutions
Cloud | Mobility | DAM | DW-BI & Analytics| Microsoft |Java | Open Source | ERP | Salesforce | IoT
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Centers of Excellence
The expertise driving our solutions and services
Industrialized assets
and methods
Innovation
Architecture based on
cost/benefit analysis
Alliance ecosystem
Primary objectives
Improve legacy and proprietary
Integration with current
solutions/software
Positive impact on usability and
architecture decisions among project
teams
Increase overall user adoption
Implement the best practices for the
development of solutions
Promote cross-platform flexibility
Java/ Open
Source
Digital Asset
Management
(DAM)
Testing
DW/BI &
Analytics
Mobile
Infrastructure,
Security & Cloud
UI/UX
ERP/ CRM
Client Engagement
Customer Centric Blended Model
Marlabs
Executive
Sponsor
Client Executive
Sponsor
Steering
Client Program
Manager
Client Project
Manager
Business Alignment
Work Prioritization
Metrics Monitoring
Project
Management
Marlabs Account
Manager
Project Lead /
Manager
Task Monitoring
& Control
Project Lead /
Manager
Project Status
Client Project
Stakeholders
Client
SMEs
Requirements/
Deliverables
Business Analyst/
Lead Developer
Issue Management
Programmer/
Analysts
Technical
Architect
Work
Packages
Quality
Assurance
Technical Specs
IT &
Infrastructure
Client Team
IT &
Infrastructure
Marlabs On-Site/Off-Site Team
IT &
Infrastructure
Marlabs Off-Shore Team
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Infrastructure Services
Infrastructure Services
Comprehensive support of your environment
Infrastructure Consulting
Services
Managed IT Services
Cloud Services
SLAs:
Tech Platforms:
Tools:
Availability SLA
Response SLA
Resolution SLA
Solution
Accelerators:
OneConsole Platform
CMAT
Partner Leverage:
Microsoft Gold Partner
VMware Solution
Provider
Oracle Gold Partner
IBM Business Partner
AWS Advanced
Consulting Partner
Infrastructure Services
World class, distributed infrastructure
NJ Data Center
Global Command
Center
PA Data Center
Bangalore Data
Center
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Our Infrastructure
World Class, Distributed, Redundant & Secure
State of the art SSAE Type II Compliant Data Centers
Highly secure with two factor authentication
UPS power and redundant generator backup
ISO 27001 compliant information security practices
FM200 fire suppression systems for complete protection
Infrastructure Services
Network Operations Center
Network
Monitoring
Security
Monitoring
Infrastructure
Monitoring
Application
Monitoring
Incident/Event
Management
Change/Releas
e Management
Fully
Redundant
Network
Operations
Center
Patch
Management
Metrics and
Reporting
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OneConsole
OneConsole is a unified service and operations management Platform providing single pane of
glass for Enterprises to provision, monitor, Secure and govern IT services on-premise or in cloud.
NextGen Features enables seamless consumption of IT Services
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Security
Incident Plan
Development
Cyber
Security
Operations
Center
Holistic
Intelligence
Vulnerability
Assessment
Log Collection
Correlation
and Analysis
Security
Device
Management
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Infrastructure Services
Managed Services Team
L2 - Workgroup Based
Support
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Infrastructure Services
Engagement Model
Dedicated Services
Shared Services
L1
L1
L1
L2
L2
L2
L3
L3
L3
Business Drivers
Business Drivers
Business Drivers
Hybrid Services
Standardized tasks
Cost efficiencies
Optimal resource
utilization
Flexibility and scalability
24x7 coverage
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Support Process
Solution Overview
Incident
Management
system
Knowledge
Base
One Console
Service Dashboard
Phone
USERS
Service
Management
Engagement
Governance
Quality
Process
CSAT
COE
Continuous
Service
Improvemen
t
Chat
Level 2 Support
Co-browse
L3 Support
Service Delivery
Service Management
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Infrastructure Services
Incident Management Process
Issues
Tickets
Alerts
Marlabs L1
Support
Team (24x7)
Client Team
Marlabs Team
Call Closure
Status update back to
requestor through email or via
ticketing system
Calls
Database
Delivery Assurance
SLA based services
ITIL based service delivery
process
Metrics and Reporting
Service Improvement
initiatives.
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Infrastructure Services
Indicative SLA & Status Reviews
Response Target
Resolution
Objective
15 minutes
4 hours
95
High
Incidents that affect business and users but can continue with reduced
functionality
30 minutes
6 hours
95
Medium
1 hour
1 business day
95
Low
Incident with low impact on the business and only affect specific users
2 hours
2 business days
95
Priority
Critical
Priority Definition
Review Period
Daily Operations Review
Focus Areas
Major incidents, critical updates, status updates
Emergency change planned for next 24 hrs.
Accomplishments review, Major issues / Highlights
Weekly Review
Quarterly Review
Infrastructure Services
Value & Benefits
Always On 24x7
Operations
Internal Team
Available for Other
Priorities
Proactive
Approach
Prevent and Avoid
Predictable ITIL
Based Processes
Targeted
Service Levels
Visibility via
Metrics & Reports
Security &
Performance
Customer
Satisfaction
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Case Studies
22
Business
Driver
Scope of
Services
Solution
Highlights
Client
Benefits
24x7 Service Desk/Help desk Support for Life Sciences & Bio-Technology
Client
Profile
Leading Life Sciences company providing high technology services for scientific research
for pharmaceuticals , healthcare institutions and government
Business
Driver
Scope of
Services
Solution
Highlights
Client
Benefits
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Business
Driver
Scope of
Services
Solution
Highlights
Client
Benefits
Single point of accountability as the service integration partner for Oracle DBA and SAP
application Support
Improved application availability
25
Business
Driver
Scope of
Services
Solution
Highlights
Client
Benefits
26
Business
Driver
Scope of
Services
Datacenter consolidation
Exchange 2010 Upgrade.
Solution
Highlights
Client
Benefits
27
Comprehensive human services agency that delivers foster care programs, group
homes, and outpatient mental health clinics directly to individuals and families
Business
Driver
Scope of
Services
Lower IT costs
Solution
Highlights
Client
Benefits
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Business
Driver
Scope of
Services
Solution
Highlights
Client
Benefits
Business
Driver
Scope of
Services
Solution
Highlights
Client
Benefits
Value Proposition
Standing apart in the marketplace
Customer
Centricity
Higher
Customer
Satisfaction
Investment In
Talent
Excelling
Employees
Delivery
Excellence
Project
Certainty
Domain
Expertise
Highest ROI
and Value
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THANK YOU
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33
DR Services
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DR As
Service
DR Simulations
and testing
DR Planning and
Management
Managed
Services for DR
DR
Technologie
s
VMware SRM ,
Zerto
SyncSort Storage
Replication
rsync data
Replication
Hot
DR
Warm
DR
Cold
DR
DR Infra
DR on
Physical Servers
DR on
Hosted Private
Cloud
DR on
Public Clouds
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DR Services
Marlabs DC
Primary DC
Internet
IPsec tunnel
WAN
Optimization
P2P
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DR Service Features
Feature
Benefits
37
Cloud Services
38
Marlabs
Cloud Services Offerings
App Migration to
Cloud
Hybrid Cloud
Implementation
Managed Cloud
Services
Cloud Orchestration
Private Cloud
Implementation
DR Services on
Cloud
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Marlabs
Application Migration to Cloud
Cloud
Assessment
Platform
Assessment
TCO Analysis
Security
Assessment
App
Architecture
Assessment
Tools and
Licenses
Develop
Roadmap
Define success
criteria
Evaluate Cloud
platform
Understand
Pricing
Evaluate
Availability
Zones
Build a PoC
Test existing
App on cloud
Identify tools
for Migration
Data Migration
App Migration
Evaluate
Storage options
Explore
commercial and
Open Source
RDBMS options
Design High
availability
(Plan to fail)
Create Backup
and restore
Plans
Estimate
migration effort
Design
integration with
on-premise
components
Tools for
integration and
management
Partial
Application
migration
Lift and deploy
for full
migration
Select the
Instance types
Cloud
Deployment
Optimization
Configure autoscaling
Setup CMMF
tools
Harden
Security
Use Dashboard
for
management
Configure HA
for Different
AZ
Create a BCP
Analyze usage
patterns
Optimize
resource usage
for cost savings
Compress Data
for faster
transfer
Tune App for
performance
Use AZ /CDN
for Better
response time
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Marlabs
Managed Cloud Services
CMMF
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Marlabs
Private / Hybrid Cloud Implementation
In a poll of IT managers, 75% said they would be pursuing a private cloud strategy by 2012.
Tom Bittman - VP, Gartner
Assess
Take a stock of
existing
resources- Infra
and People
Consolidate
Consolidate
People, Infra
and Budget
Virtualize
Virtualize
Infrastructure
Migrate
AUTOMATE
Automate
OPTIMIZE
Optimize
Monitor
Metrics and
ROI
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Marlabs
Expertise
Multi - Language
Translation Services
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Marlabs
Business Value
Flexible Engagement
models for reduced
TCO
Flexible Commercial
Models Managed
Services, Professional
Services, BOT &
Outcome Based
Pricing
Extensive domain
knowledge on best
practices for data
security.
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Marlabs
IT Service Desk Overview
Marlabs IT Service desk provides a unified approach to End User Support using
Process driven delivery framework.
Our 24x7 Support team provides clients with a SPOC for their support requirements
& interfaces with extended Support teams depending upon whether the next level of
Support is provided by Marlabs IT team, Client IT team or 3rd Party provider.
Our Incident Management system provides Self Service Portal for Incident
Management, Self Help and Reporting.
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Marlabs
IT Service Desk Features
Call Handling
Phone, Email ,Self Service tickets , Chat, Co-Browsing
Customized ACD, Skill based routing , Message on-hold
Incident Management
Resolve as documented in Known Error Databases
Escalate to L2 / L3 (Internal , Client or 3rd Party Provider)
Follow up with extended team for resolution and report Status
back to the Customer
Resolve the incident and report incident closure
Problem Management
Trouble ticket management for Root Cause Analysis
Providing Status updates to the customer on RCA
Update Knowledge Repository with RCA findings
Customer Satisfaction Survey
Marlabs
IT Service Desk Features
Change Management
All changes are categorized based on change impact: Non-Disruptive, Degraded,
Pre-approved changes, Disruptive, Expedite change procedure, Emergency
change procedure
Knowledge Management
Maintain Known Error Databases (KEDBs)
Report KEDB Creation and KEDB Usage
SLA Management
Response SLA Adherence
Resolution SLA Adherence
Contact Us
USA
Canada
Mexico
New Jersey
India
Bangalore
Mysore
Kochi
Email: contact@marlabs.com
49
THANK YOU
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