Analyst Meet

August 27, 2002

“Living up to the promise”

Broadening the services footprint –

IT Outsourcing and System Integration

Srinath Batni

© 2002 Infosys Technologies Limited

 Analyst Meet
August 27, 2002

Agenda
■ ITO & SI
■ Service Footprint

■ Delivery Model

■ Case Studies

■ Strategy

© 2002 Infosys Technologies Limited

 Analyst Meet
August 27, 2002

Offering ‘concept to implementation’ services, addressing

every stage of the value chain...
Strategy & IT Consulting T
O
T
Integrated System Integration A
Roadmap L
Business Enterprise Application Integration
Process O
Reengineering U
e-Business Package Evaluation & Implementation
T
CRM SCM ERP E-Procurement S
O
Enterprise U
Architecture Custom Application Development R
m-Business Definition
C
Design Develop Test Deploy
I
N
G
IT OUTSOURCING
S
Business Process Management O
Progeon Ltd. – An Infosys subsidiary L
U
Industry Specific Processes Cross-industry Processes T
I
O
Reengineering and Maintenance N

© 2002 Infosys Technologies Limited

 Analyst Meet
August 27, 2002

“Living up to the promise”

IT Outsourcing - an overview

© 2002 Infosys Technologies Limited

 Analyst Meet
August 27, 2002

ITO Service Footprint

Datacenter Management Consulting Services
 Managed Services  EMS Consulting & Implementation
 System Administration
 IT Process Consulting
 Network Administration
 Database Administration  Hosting Portfolio analysis
 Security Management  Helpdesk Consulting &
 Service desk / Incident Management Implementation
 Vendor / SLA Management
ITO service
 Desktop Management
offering
Application Management Disaster Recovery Services
 Operations Management  DRP implementation, testing and
 Execution of Batch Jobs recovery
 Production Support  Continuity Services

Hosting Services
 Enterprise Hosting
 Web Hosting through Partners

© 2002 Infosys Technologies Limited

 Analyst Meet
August 27, 2002

Proximity Management Station (PMS)

ITO – Delivery Model
Customer Data Center

Tool-based
monitoring &
Boston Croydon Tokyo
management
(US) (UK) (Japan)
Level 1 Support
Event Collection and Filtering
Site Redundancy
Connectivity
Redundant

seamless Integration
and Workflows

Service Management Global Management Station (GMS)

Messaging Management
Level 2 / Level 3 Support
Capacity / Performance Mgmt
Performance Mgmt Offshore Technology Support
Security Management
Center

© 2002 Infosys Technologies Limited

 Analyst Meet
August 27, 2002

Go-2-Market Strategy
Company Size

More than 1 Billion Less Than 1 Billion

Total Outsourcing ITO Goal Targeted Audience

To be targeted after reaching critical mass  CIO, CEO

Can be attempted now

Partial Outsourcing Targeted Audience Targeted Audience
 CIO  CIO, CEO
Service Offering Service Offering
 Applications Management  Hosting

 Messaging Management  Managed Services

 Resource Deployment  DB / System Administration

 Managed Security  Managed Security

 Application Management

Consolidating IT Operations Internal Cost Models

Support & Back-end IT infrastructure ROI & Cost Allocation Models
Reducing Operating Cost
Infrastructure & People Cost

© 2002 Infosys Technologies Limited

 Analyst Meet
August 27, 2002

Case Study – IT Infrastructure Management Services

Large Semiconductor Manufacturing Company
Project Objectives
 Infosys had to manage the client’s Infrastructure in 17 locations across US
 The following were the Performance measures for Infosys IT
Outsou
 Cost reduction rcing
 Improved productivity
 Improve quality of operations IT Infrastructure
Management
 Better SLAs
 Improved Knowledge Management Application
Management
 Maintain control on the overall operations
Disaster Recovery
Services
Activities by Infosys Project's Value-add to the
 Network and Security Mgmt
customer Hosting Services

 Database Management  15% Cost Savings

Consulting
 Server Management  Productivity Improvement Services

 SAP Application Management  Process Streamlining

 Desktop Management  Single Point of Responsibility

 SLA based service plan

© 2002 Infosys Technologies Limited

 Analyst Meet
August 27, 2002

Case Study – IT Infrastructure Management Services

Large Financial Institution in US
Project Objectives
 To provide a stable trouble-free support for the US sub ledger application
IT
 To achieve expertise in the client’s systems, in the client’s business, and
Outsou
the technology so that the experience can add to organisational rcing
knowledge, in terms of Body of Knowledge, etc.
 To be able to get all mission-critical support projects done on-time in IT Infrastructure
order to get more value-added work from the client. Management
 To develop processes and procedures that would help manage Application
production support activities for various projects Management

Disaster Recovery
Services
Activities by Infosys Project's Value-add to the customer
(Combination of Onsite and Offshore  Time value Hosting Services
support)  Direct business benefits
 Complete Application Support  Troubleshooting and investigation Consulting
 User support  System health checks Services
 General System Support  Availability consultancy
 Status Reporting  Single point contact for users
 Production Parallel and UAT Activities

© 2002 Infosys Technologies Limited

 Analyst Meet
August 27, 2002

Case Study – Managed Security Services

Large Financial Institution and Bank in India
Project Objectives
 To provide security advisory support to ensure secure operation of the
customer’s Internet services and applications IT
Outsou
 To provide an best-in-class security support for security incidents faced rcing
by the customer and aimed to meet the client's expectations.
IT Infrastructure
 To achieve expertise in securing highly critical financial transition Management
systems, in the client’s business, and the technology, so that the
experience can add to organisational knowledge, in terms of Body of Application
Knowledge, process etc. Management

Disaster Recovery
Services
Activities by Infosys Value-add to the customer
 Security advisory and incident  Improved security controls Hosting Services
support
 24x7 availability of security
experts Consulting
 Periodic security audits Services
 Periodic penetration testing of the  Experts diagnosing intrusions and
portal responding with solutions
 Analytical reports to assist better
 Application security audit
security planning
© 2002 Infosys Technologies Limited
 Analyst Meet
August 27, 2002

Case Study – Disaster Recovery Services

Large Financial Institution in US
Project Objectives
 DR services for the client’s datacenter set up to support regional office
operations spread across the globe on a 24x7 basis IT
Outsou
 DR plan for DC infrastructure including Database servers, Application servers
rcing
and Security Infrastructure
 Infosys conducted a consulting exercise to devise an effective DR solution to IT Infrastructure
address the following customer concerns Management
 Implementation and periodic testing and steady-state DR operations Application
 Monitoring and management of the DR IT infrastructure Management

Disaster Recovery
Services
Activities by Infosys Value-add to the customer
 Setting up of a DR Site  24X7 maintenance of DR Hosting Services
Infrastructure
 Migration methodology for transition
DR site and back  Methodology and infrastructure in Consulting
place for DR operations Services
 Infrastructure sizing and design of DR
site  Application domain expertise of
Infosys leveraged
 Procurement of infrastructure

© 2002 Infosys Technologies Limited

 Analyst Meet
August 27, 2002

Case Study – Hosting Services

A leading beverages company in india

Project Objectives
 IT infrastructure & Process audit IT
 IT strategy consultancy Outsou
rcing
 To provide stable scalable hosting Infrastructure for ERP systems
IT Infrastructure
 Initial System Integration, Security implementation
Management
 Have a robust and well tested platform for supporting a very high
Application
availability and performance Management

Disaster Recovery
Services
Activities by Infosys Project's value-add to the
 Complete application & system customer
Hosting Services
monitoring and management by  Time value
using various tools  Direct business benefits Consulting
 Level 2 & Level 3 support for  Troubleshooting and investigation Services
SAP  System health checks

 Production support  Availability consultancy

 Single point contact for users

© 2002 Infosys Technologies Limited

 Analyst Meet
August 27, 2002

Infosys ITO Practice – Path to Growth

3000 Sq.ft of remote facility set up in Bangalore Global Management
Tivoli Management Station Center being set up in
Remedy Workflow engine
Bangalore, India

Started acquiring
ITIL Processes being put in place customers

Infosys sets
up dedicated
Builds up a team of approx 100 professionals
IT Outsourcing encompassing
Practice • ITSM Process – ITIL certified consultants
• Networking – CCIE, CCNP
• Security – CISSP, CISA, CCSE, BS7799
• System administration – SCSA, HP, AIX
• Database management – OCP, Sybase, SQL

© 2002 Infosys Technologies Limited

 Analyst Meet
August 27, 2002

“Living up to the promise”

System Integration - an overview

© 2002 Infosys Technologies Limited

 Analyst Meet
August 27, 2002

SI service footprint
Telecom Infrastructure
IT Infrastructure  Services
 Consulting & Integration services  EMS consulting & implementation
 Infrastructure assessment  IT Process consulting
 Network audit, Consulting, Integration  Hosting portfolio analysis
and implementation
 Helpdesk consulting & implementation
 Data center design and
implementation
 Messaging services - architecture and
 Storage Services
integration
 Wireless LAN design, implementation  Need identification for storage
and rollout SI Service  Storage sizing
Offering  Capacity planning
 Technology evaluation
 Implementation
N/W Security Services
 Storage management
 Security policy design and review
 Network security architecture design
 Security implementation  Turnkey Services
 Vulnerability assessment and fixing  Program management services
 Security audit  Solution design & Consulting services procurement
 Vendor management services

© 2002 Infosys Technologies Limited

 Analyst Meet
August 27, 2002

Delivery Model - SI
Test production environment, interfaces,
User Acceptance, Rollout

Post Implementation Planning

Build
User and Systems Documentation

User Training
Test and commission Integration & System Testing

Education and Training Implementation

Build, Integrate
and Implement
Business
Consortium Management
Expectations & Needs
Vendor Evaluation & Management

Infrastructure Planning

Procurement of Hardware & Software

PMO Setup
Planning and Installation of Hardware & Software
Conceptualization
Consulting
Top-Level Business Case Justification

Technology Direction

Budgets and Tracking

Solution Design Systems Selection

Architecture & Complete System Design

Business Technology Roadmap Requirements Analysis & Functional Design

© 2002 Infosys Technologies Limited

 Analyst Meet
August 27, 2002

Case Study - Large Application SI

USA Consortium – Portal implementation

Client Context Infosys Solution

■ The client was a consortium of
companies, joining together to
provide hosted intranet / Portal
solution, easily customizable and
providing
■ Base services – fixed price
(news,weather, maps, products such
as travel, credit card,…)
■ Premium services – customer
specific pricing (doc mgmt, content
mgmt, products such as expense
mgmt…)
■ The expected client base for the
consortia was medium to large
organizations
• Infosys, as the prime-SI, provided end-to-end consulting and
implementation services
• Business planning track focusing on market research, business
model definition, go-to-market strategy definition and process
engineering
• Program management track with focus on stakeholder
management and vendor management
• Focus on security architecture – vulnerability and threat analysis,
definition of security architecture and standards
• Result :
• Quick turn-around : <3 months from concept to
implementation
• Regular and predictable, enhancement releases

© 2002 Infosys Technologies Limited

 Analyst Meet
August 27, 2002

Case Study - Large Application SI

USA Consortium – Data Center Design & Setup

Client Context Infosys Solution

• Infosys designed and implemented a highly redundant, highly secure
■ Data center set up for hosted environment
intranet services for a consortia in • Vendor identification and interaction
USA • Fitment and transition of technology between multiple Data Center
environments
■ Redirect IT resources currently • Basic Infrastructure
managing non-critical back office • Secure web servers
systems • Secure application servers
• Reverse proxy servers
■ Project management • Database and LDAP environment
■ Hardware sizing • Mail server environment
• DNS servers
■ Vendor identification • Security solutions
■ Defining SLAs • Checkpoint firewalls
• IDS systems
■ Policy definition • Virtual private network
■ Operational procedures • Verisign SSL certificate integration
• RSA SecurID systems
• Netegrity Siteminder
• Online anti-virus solutions

© 2002 Infosys Technologies Limited

 Analyst Meet
August 27, 2002

Case Study - Infrastructure SI

UK Coalition Loyalty Firm – Data Center Selection & Infrastructure Design
Client Context
■ The client is an established firm in loyalty
management in North America. It is
setting up its base in UK, with partners
spanning multiple sectors like airline,
supermarket, oil etc
■ The customer base is expected to be 7-8
million, with a projected volume of more
than 2 million transactions per day
■ The client needs to start business with an
affordable, customizable, secure and
scalable environment to provide online
account access to its customers
■ The application requires real-time
integration with partners for seamless
transfer of the data to provide the
complete and current view of the data
Infosys Solution
• Infosys analysed and designed an optimal environment to address :
Security, High performance, In-built redundancy, Future proof, Platform
& product independence
• Infosys performed analysis to ascertain the optimal model for hosting
the customer’s central infrastructure and provided the information for
generating an RFP for the managed hosting vendors
• Infosys evaluated the RFP responses from various vendors and helped
the client in selecting the managed hosting vendor through joint vendor
negotiations
• Infosys helped the client in formulating the Service Level Agreements
and change management procedures for changes in the infrastructure
at the data center
• Infosys proposed the diaster recovery solution to minimise the
downtime in case of a disaster at the UK data centre

© 2002 Infosys Technologies Limited

 Analyst Meet
August 27, 2002

Case Study - Infrastructure SI

US Mortgage Service Provider – High Availability & Disaster Recovery

Client Context Infosys Solution

■ The client is a mortgage service
provider based in the US. The
client also has a strong presence
in the banking industry in the US
■ The client required a robust high
availability solution for their core
business application (LOS) to
eliminate their single point of
failure (SPOF)
■ An additional requirement was to
identify other business critical
applications and design a disaster
recovery solution at a remote site
in case their primary data center
was rendered in-operational
• Infosys was involved in the identification of the business impact caused
due to per hour downtime of the LOS and other business critical
applications
• A robust and effective solution to protect the core application locally
and at a remote site along with the supporting business critical
applications
• Detailed implementation roadmap for both solutions including a Return
On Investment analysis
• Benefits
• Solution incorporated best of breed equipment that was evaluated
with a ROI model to ascertain investment protection

© 2002 Infosys Technologies Limited

 Analyst Meet
August 27, 2002
Profile of Opportunities
■ Prospect : Government organization
■ Context : Provide turnkey services
for building a training institute
■ Services : To provide complete
Systems Integration services
■ Program management
■ Vendor management
■ Site inspection, Planning &
Engineering
■ Network design & Engineering
■ Application design & development
■ Training curriculum design &
Development
■ Maintenance & Operations support for
three years
© 2002 Infosys Technologies Limited
■ Prospect : US Card retailer
■ Context : Implementation and
rollout of state-of-the-art
Infrastructure for the channel
stores
■ Services : To provide complete
Systems Integration services
■ Program management
■ Vendor management
■ Deployment management
■ Product documentation
■ Product training
■ Support
 Analyst Meet
August 27, 2002

“Living up to the promise”

Thank You

© 2002 Infosys Technologies Limited