The overwhelming challenges of IT infrastructure management

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1 The overwhelming challenges of IT infrastructure management WHITE PAPER

2 CONTENTS The overwhelming challenges of IT infrastructure management...2 What is the IT infrastructure management service model?...2 What are the yardsticks to select the right service model?...3 IT service management with HCL-BMC MTaaS TM Shared...3 MTaaS Shared - Functionalities...4 Automation...4 Monitoring...4 Management...5 Visibility...5 How MTaaS TM Shared aligns IT with Business Your gain...5 Summing-up...6 PREAMBLE CIOs and IT leaders are the intended audience of this white paper. Business and IT share a symbiotic relationship where one cannot exist without the other. This white paper is a comprehensive attempt to highlight the challenges faced by CIOs and articulate the key business problems faced when building IT as a business enabler, particularly during uncertain economic times. It also seeks to accentuate the expertise that the HCL-BMC partnership has built in the IT infrastructure management service space through MTaaS TM Shared, its business-centric platform that leverages on the potential of SaaS-based service offerings and cloud computing.

3 The overwhelming challenges of IT infrastructure management As organizations leave behind the recession, they are not expected to return to the dynamic days of extravagant spending on IT. IT leaders, CIOs, and CTOs will be called on to prove the value proposition of IT infrastructure to business. They will be impelled to think of ways to boost business agility and address escalating maintenance and administration costs. Faced with the challenge to find a balance between budgets and enterprise needs, CIOs will be coerced to consider a number of options before they can make the right choice. can I deploy services faster than our competitors with the given budget? do I store and secure business data? do I efficiently support internal and external customers? do I align IT with business? do I optimize IT infrastructure usage and avoid the wrath of the CFO and the CEO? The challenge does not end with the right choice. IT maintenance and management tasks contribute equally to the CIO s (and thereby the enterprise s) troubles. Business runs on IT. However, business demands that IT be responsive enough to meet its needs. To drive a profitable business, IT has to shed its role of a supporting system that is used to run operations. It must bridge operations with the business. With this understanding, IT leaders have come to the realization that managing IT infrastructure on a service model is the solution that will help them align IT with business. However, this model throws up its own set of questions. Despite the myriad challenges, one message is loud and undeniable - IT is an essential demon. the delivery service perform efficiently and reliably? the services be flexible and agile enough to support the requirements of the business? the services be reasonably priced? the services comply with the IT infrastructure management standards and regulations?

4 What is the IT infrastructure management service model? In its fundamental form, IT infrastructure management entailed renting out servers in a remote data center, with the vendor expected to provide nothing more than power and physical cable connections. However, IT infrastructure management has since evolved beyond its modest early stages. Today, IT infrastructure management includes - High levels of customization and standardization of services across heterogeneous environments Adoption of cloud computing aspects Pay-Per-Use advantage allowing companies to use the required IT services, thus keeping a check on the IT costs IT infrastructure management is offered in one of the three modes: In-Premise Delivery Cloud Based Delivery Hybrid Delivery What are the yardsticks to select the right service model? While managing enterprise IT through the service model is the imperative need of current times, companies need to choose their service model carefully to maximize their advantages and returns from their investments. IT leaders must consider the following key parameters as yardstick to make a right decision. Pricing. The business outcome of the service model should manifest as a sweeping reduction in IT spending - Money saved is money earned. The selected service model must undoubtedly do more for less. Transforming an existing IT setup to the service model will certainly call for some monetary investment from enterprises. However, the success of the decision depends on how soon the investments are returned. Efficiency. Only an efficient IT system can be a true business partner. An efficient IT system must reduce resource wastage and improve the productivity and decision making capabilities of the IT personnel. It must effectively match IT resources to the business requirements. Reliability. Speed, stability, security, and disaster recovery are four important reliability factors for measuring the performance of a service model. With businesses running on IT, there is always a compelling need for IT to be up and running all the time. A reliable and secure IT system is indisputably a key differentiator in mitigating business risks. Agility. In uncertain economic conditions, the success of a company depends on how easily it can adapt to increasing and decreasing IT infrastructure demands. A rigid or fixed IT will never give your business a competitive edge in the volatile and ever changing market scenario. The true measure value of a service model is in how swiftly and smoothly it adapts to the changing requirements, both qualitative and quantitative. Standardization. In this era of ever changing business dynamics, interoperability of enterprise IT plays a significant role in determining how well business adapts to the changed requirement be it a new customer or vendor. Standardized service models enable enterprise IT to be practical and interoperable, thus supporting business. Go Green. An efficient service model must reduce the carbon foot print of IT infrastructure by reducing and consolidating the hardware components required to run IT applications. Decrease in hardware components reduces the energy required for running and cooling it, resulting in tremendous savings in energy costs.

5 IT service management with HCL-BMC MTaaS TM Shared HCL has always been ahead of the curve when it comes to identifying trends in IT infrastructure management. It understood early the challenges that many enterprises faced to align IT with business. Its advanced knowledge of the market and unique skills propelled it to introduce an alternate delivery model to address the changing demands of the customer - Service-based Industrialized Delivery Model. MTaaS TM Shared is a business ready hosted solution, that offers end-to-end IT management services to customers. It combines MTaaS TM, an innovative platform from HCL for managing IT services, with carefully selected best-of-breed business service management software from BMC. BMC s business service management tools align with HCL s vision of ERP for IT and the strategic partnership enables companies to achieve Business Aligned IT. MTaaS TM Shared exploits the benefits of cloud computing, thereby enabling companies to look beyond mere cost-cutting measures and embrace a paradigm shift in building, managing, and maintaining IT infrastructure. Cloud computing advantages like reduced IT infrastructure investment - initial, updation, and maintenance, improved IT performance, improved compatibility - hardware and software, exhaustive storage capacities, increased reliability, universal access, all translate into business profits with MTaaS TM Shared. Overview of HCL domain practices and key IT infrastructure and management tasks mapped to supporting BMC technology. Data Center Automation Cloud Computing Proactive Operations IT Service Cost Management BMC Bladgelogic Server Automation suite BMC Bladgelogic Network Automation suite BMC Bladgelogic Client Automation suite BMC Atrium Orchestrator BMC Cloud LIfecycle Management BMC Atrium Discovery and Dependency Mapping BMC IT Business Management Suite Atrium CMDB BMC ProactiveNet Performance Management BMC CONTROL-M BMC Mainview Solutions BMC Remedy ITSM Suite BMC Capacity Management BMC IT Business Management Suite

6 MTaaS TM Shared - Functionalities Automation Monitoring Management Visibility Automation Automation drives business-centric IT by automating routine tasks, thereby reducing human effort and errors - Needless to state that this reduction will invariably translate into monetary savings. MTaaS TM Shared can be configured to automate the following tasks: Server Automation Server configuration management, Patch management, and Software distribution Desktop/Client Automation Desktop configuration management, Patch management, Software distribution, and License metering Workload Automation Batch/job scheduling Workflow Automation Workflow integration and Standard task automation Monitoring Inadequate monitoring of IT resources and operations may lead to abrupt service failures resulting in loss of business and reputation. The Integrated Applications and Infrastructure monitoring functionality of MTaaS TM Shared offers an efficient monitoring solution for storage, network, VOIP, middleware, and applications of the customer s IT infrastructure. Application Transaction Monitoring includes monitoring of infrastructure for end-to-end transaction response time. Customers can choose any five important business transactions to be monitored from a single location. Management To optimize returns from IT investments, it is critical to efficiently manage IT operations. The IT service management functionality of MTaaS TM Shared offers the following management services: Service Management - Incident management, Problem management, Change management, SRM, Asset management, SLM, and CMDB Event Management - Event Lifecycle Management, which includes event capture, correlation, suppression, de-duplication, and enrichment Orchestration, Integration, and Automation CMDB & Asset Discovery - One Time Discovery Data Load Visibility Realtime information on the status of IT resources and operations empowers an enterprise to take the right decision at the right time. HCL s custom reporting portal is a federated engine which serves as unified reporting console for Event & ITSM key performance indicators. MTaaS TM Shared offers the following vital reports and more: Complete visibility of the different layers of IT infrastructure Business aligned view of IT infrastructure Visibility of Key Performance Indicators Monitoring and management of the following: Servers Data Networks Voice Networks Custom and Packaged Applications Databases and Storage Business Process

7 How MTaaS TM Shared aligns IT with Business Your gain Cost effective pricing. Opex instead of Capex, Pay-per-use, and SaaS and Cloud-based delivery are the key differentiating elements of MTaaS TM Shared when it comes to pricing. With zero capital expenditure, MTaaS TM Shared yields long-term competitive advantage to enterprises by minimizing IT expenditure and maximizing revenue which is a critical imperative during uncertain economic times and growing competition. MTaaS TM Shared taps the flexible and multi-tenant advantages of the Pay-per-use service combined with SaaS and Cloud-based delivery, further reducing the IT infrastructure costs borne by the enterprises. HCL strictly follows a transparent policy while dealing with its customers. Hence, all utility based costing is shared with the customer leaving no room for hidden costs. Efficient. On-boarding the MTaaS TM Shared platform, enterprises can rapidly and instantly start operations. Common displays and terminologies for operations teams accelerate understanding, leaving no room for confusion, thereby improving productivity and efficiency. Out-of-the-box SLA reports save significant effort and time. Automated repair actions reduce incident management workload and the required HR effort allowing IT personnel to focus on innovation and research. Reliable. The MTaaS TM architecture is built on redundancy with a HA & DR, thus committing for an uptime of 99.99%. MTaaS TM Shared architecture's strong security measures ensure complete data security as well as firewall protection. Customers have to pass through a security token authentication layer to access the platform. Agile. The Plug-n-play feature of MTaaS TM Shared offers customers a highly adaptable and scalable environment with complete control and flexibility. The Manager of Manager element provides efficient cross-event correlation polices making MTaaS TM Shared highly scalable and flexible. Standardized. MTaaS TM Shared is a standardized service offering that provides a proven approach, thereby comfortably managing IT infrastructure for a wide range of enterprises. It complies with regulatory frameworks, such as ITIL V3, SOX, COBIT, and SAS70. It is based on industry standards, such as BS, ISO, ITSM, and BSM. The compliance allows MTaaS TM Shared to be easily deployed across diverse environments. A highly process oriented framework, which is based on tried and tested industry standards and best practices ensures interoperability with the existing tools of the customers. Go Green. By consolidating multiple IT Management tools into a common platform, reducing energy consumption, and the footprint of tools and servers, MTaaS TM Shared has significantly contributed to the global Go-Green initiatives. Pricing Pay-per-use Custom-made pricing Rapid ROI Efficient Reliable Agile Effective utilization Increased productivity Right match Resilient IT Uninterrupted service Secure Plug-n-play Scalable Stretchable & Shrinkable Standardized ITIL SOX COBIT SAS70 Go Green Reduce operating cost Improve energy efficiency Green Business

8 WHITE PAPER Summing-up The challenges of cost, complexity, and compliance are nearly overwhelming today's CIOs. Instead of devising business aligned IT programs, they are forced to concentrate on maintaining and managing a sloppy infrastructure. To tackle these challenges and to align with business goals, IT must shift its focus to become a business-centric line of business. The Industrialized Service Delivery model provides a comprehensive approach to building and implementing IT infrastructure and managing the same. By focusing on the service model parameters of cost effective pricing, efficiency, reliability, agility, standardization, and go-green initiatives, MTaaS TM Shared enables enterprises to transform their IT infrastructure into a more business-aligned unit. It facilitates the creation of an empowering IT infrastructure that provides the best value for money. The HCL-BMC partnership offers a complete service model platform encompassing end-user computing, platform operations, data center, network services, IT security services, application operations and technology consulting.

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