1 For more information on Tech Mahindra s Managed Services, please contact: Americas Europe Middle-East India Africa Singapore Australia About Tech Mahindra Tech Mahindra is a global systems integrator and business transformation consulting firm focused on the communications industry. Tech Mahindra helps companies innovate and transform by leveraging its unique insights, differentiated services and flexible partnering models. This has helped customers reduce operating costs, generate new revenue streams and gain competitive advantage. For over two decades, Tech Mahindra has been the chosen transformation partner for wireline, wireless and broadband operators around the world. Tech Mahindra's capabilities span across Business Support Systems (BSS), Operations Support Systems (OSS), Network Design & Engineering, Next Generation Networks, Mobility, Security Consulting, Testing, and other areas. Tech Mahindra's solutions portfolio includes Consulting, Application Development & Management, Network Services, Solution Integration, Product Engineering, Managed Services, Remote Infrastructure Management and BPO. Over 33,500 professionals service clients across the telecom eco-system, from a global network of development centers and sales offices across Americas, Europe, Middle-east, Africa and Asia-Pacific. With annual revenues in excess of US$ 976 million, Tech Mahindra is the largest telecom-focused solutions provider and 5th largest software exporter from India. Managed Services Copyright 2010 Tech Mahindra All rights reserved.
2 Why Managed Services? The telecommunications industry is intimately connected to the global economy. It has traditionally been both a major driver of economic growth and a beneficiary of that growth. The industry could not escape the heat of the current global recession and saw as struggling years for achieving much of the planned revenue growth. Falling Average Revenue Per User (ARPU), budget pressures at both the consumer and enterprise level, causing downgrading of services, delay in adopting higher bandwidth services or reduction of services, and new entrants have made companies look for innovative solutions to optimize costs. In the current economic environment, it has become a necessity to revaluate budgetary priorities; focus on resource and cost optimization; and give attention to core competencies for survival and success. The Managed Services model has emerged as a saviour in this climate. The model provides the best of both worlds: enabling a faster time to market and a predictable service delivery, while linking IT services cost to revenue generation. It incorporates technology transformation to ensure that the business objectives are fulfilled. How can Managed Services Help? Enhancing agility to respond to changing market dynamics Releasing organization bandwidth to focus on core functions Outcome based commercial structures focused on solving business problems Catalyst for technology & platform transformation leveraging the R&D capability of manage services partner Management of SLAs linked to business objectives Overcoming challenges with Managed Services The key business objectives for a Telecom Service Provider is to not only enhance customer experience and improve revenue generating streams, but to do so with maximum business flexibility and at an optimal cost structure. We at Tech Mahindra, understand these business objectives of our customers. Tech Mahindra with its core focus on the telecom domain generates more than 85% of its business from telecom operators worldwide. The company has evolved over the years as Revenue Enabler not just a Technology Provider. Having cumulative experience of over 40,000 person years in the industry, Tech Mahindra is well recognized as agile IT Partner for stable and predictable operations, with deep knowledge of VAS and High Growth Markets for an E2E Ownership and Delivery. As a trusted partner for strategic IT outsourcing and managed services, Tech Mahindra ensures IT alignment with business objectives of clients through its service partnerships, customer centric approach and operations experience instilled with the industry best practices. As the outsourcing industry matures, Tech Mahindra's services portfolio expands to resolve client's critical strategic concerns and not just the bottom line pressures. Our offerings are built on experience of servicing global telecom giants and technology partnerships with world's best solution providers. At Tech Mahindra, we believe that Businesses must develop a blueprint for transforming IT from a technical orientation to business service orientation. Our customer-centric approach enables us to provide the right solutions to new customers and continue providing focused solutions to existing customers thereby creating more long-term value.we strive to reduce the cost and complexity of IT infrastructure while enhancing flexibility and productivity; and go beyond cost reduction by re-investing savings for higher performance and innovation. Our Approach to Managed services transformation is five fold: Organize Industrialize Optimize Align with Business Continuous Improvements Tech Mahindra helps companies innovate and transform by leveraging its unique insights, differentiated services and flexible partnering models. This has helped our customers reduce operating costs and generate new revenue streams.
3 Cost Take Out Offerings Applications Management and Operations At Tech Mahindra, the business benefits CRM Systems Enterprise. Apps from outsourcing end-to-end or specific applications management and operations Customer service portals ERP Applications extend beyond the higher profitability Customer creation and order Financials, inherent in lower costs. Both incumbent handling Logistics and greenfield operators have reaped the Dealer and partner management HRM benefits of our telecom business acumen, commitment for value creation and Revenue Assurance and Fraud capability in implementing industry best management Supply Chain practices for service delivery like ITIL. Tech BI / Data warehousing Number Portability Mahindra follows a robust and proven Data mining service delivery framework to ensure Loyalty management smooth execution of processes facilitating MIS reporting OSS Applications achievement of business objectives. Fulfillment Analytics BSS Applications Service Configuration and Office Automation Apps Billing/Mediation systems Activation VAS Applications Product/ Tariff configuration, Service Provisioning Service Delivery Platforms Rating and Bill / Invoice generation Service Assurance Service Creation and Provisioning CDR Rejection Analysis Fault/Trouble ticket management Content management Interconnect & Interparty Customer Impact analysis Service Testing settlements Operations Support VAS portfolio Management Work-flow Management SMSC/ MMSC/USSD Management Inventory Management WAP Gateway Management Platform Management Services At Tech Mahindra, we clearly understand Security Management function includes: Tech Mahindra assumes responsibility of how important it is to have a stable and scalable IT infrastructure. Our IT Managed Security Services with Data Centre Operations and Support to Infrastructure Management functions can Monitoring, Administration and ensure client s computing equipment and protect your IT investments through a Support for the logical and physical their environment are operating at their professional approach to IT Infrastructure security measures for application designed performance levels. Data Center Management. As an end to end Managed systems and associated data Management includes: Services Provider, Tech Mahindra takes on networks 24x7 Operations Monitoring the primary responsibility for managing all Identity and Access Capacity Management the applications (BSS/OSS & SDP) platforms Network Security that exist as part of service roll out. Platform SLA & Management Reporting Management Services includes: DRM Storage & Backup Services includes: Servers & Mainframes Management IT Network Management function includes: includes Monitoring & Management of IT Monitoring Services Reporting & Administration network with: Restore Systems and Storage Architecture Device Monitoring Failure Investigation WAN and LAN End-User Services includes: Performance Management L1 L2 Service Desk N/W Design and Engineering Messaging Desktop/Laptop roll-out Portfolio of Services Tech Mahindra offers full spectrum of Managed Services to Incumbents & new entrants. Our offerings cuts across Business Processes, Application, Infrastructure and Network, bringing in the expertise that spans across all aspects of the Telecom business including Fulfillment, Assurance, Customer Care, Billing, Network, Data Center & Support functions along with a choice of Pricing and Operations model. Keeping in mind your specific needs, we have designed our portfolio with Cost Take Out Offerings, Revenue Management Offerings & Offerings for New Businesses.
4 Revenue Management Offerings Billing Service Bureau Being able to offer voice & data services, prepaid/ postpaid models & convergent offerings requires sophisticated, convergent billing systems that support next-generation services. We offer outsourced billing services wherein we take on the responsibility of managing your entire billing process. With implementation of industry best practices, secure IT infrastructure & judicious mix of off-shore & on-site delivery models, the Bureau can reduce your billing operations costs substantially without sacrificing service levels. We absorb your information technology (IT) capital costs & keep your infrastructure current by incorporating the latest technology & spreading the overhead among many client carriers. More Control with Pay as you Go model Enhanced Competitive Edge by enabling implementation of innovating rate plans, discounts, payments & revenue treatment Web Portal for Business users & Partners MIS & Reporting with Comprehensive Revenue & Traffic Reports Helpdesk Support includes Trouble Ticketing & 1st Level Support Our Billing Service Bureau brings the same operational efficiencies & benefits Interconnect Billing Service Bureau to small & medium sized carriers as it According to global estimates, telecom Value Proposition provides to our large client carriers. The operators lose 3-4% interconnect Operational Efficiencies start-up carrier can go live in a shorter revenue every year. For a mid-size tier 2 time frame than acquiring & Scalable operations operator, this could mean revenue loss implementing their own billing system. of as high as 20 million! An established carrier can quickly launch a new service or technology & begin Under billing, wrong CDR reconciliation, billing & revenue collection almost inter-partner settlement disputes, immediately. Gradually seamless inconsistent calculation practices used by transition can be made to our Service various operators & interconnect fraud are Bureau without service disruptions to some of the reasons for this revenue loss. customers or interruptions in the revenue Tech Mahindra Interconnect Billing Service stream. Bureau offers Outsourced Interconnect Regulatory Compliance Billing Services where we take on Value Proposition complete responsibility of managing your Interconnect Billing Process. Our Service Bureau is well equipped with best-of- breed solution to cater to Converged and Next Generation Billing scenarios. We deploy quick and efficient dispute settlement and efficient interconnect Flexibility in billing services with combination of subscription, duration, distance, volume, quantity, content value & quality of service Demand-based Scalability based No Incremental Investment due to growth in CDRs Improved Report Generation Leverage business process management experience and provide on-going process improvements Reduced Interconnect disputes Reduction in outstanding dispute duration Business Benefits On time and Accurate Invoices Reduced delay in invoicing on number of Subscribers, volume contract management processes. This not Minimized revenue leakage by of usage transactions and the only helps plug revenue leakages, it also avoiding delay & wrong complexity of tariffing for these enables you to prevent possible leakages configurations transactions in multi-party settlement scenarios. Flexible & quick adaptation to Speed to Market with ready to use Handled by a team of Interconnect Billing change (market and regulatory) billing platform, ensuring quick experts, our Service Bureau ensures Web Portal for Client interaction ( implementation of new product smooth operations of your outsourced Incident Logging, Reports & launches, new packaging schemes interconnect division. We ensure proactive Queries) for a rapid response to the market Reconciliation with other Operators & to competitors through:
5 New Business Offerings Consulting and Program Management MVNE Services Business Continuity Management & For over 20 years, Tech Mahindra has Managed Services offers aspiring MVNOs Disaster Recovery been partner to several Telecom and Greenfield operators a complete turn- Today companies are exposed to multiple companies in their transformation key solution which includes: threats such as power disruptions, cyber journey. We have harvested integrated attacks, accidents, environmental Operations Functions suite of leading-edge business as well as disasters and sabotage. Tech Mahindra technology assets to help Telecom clients Cross Functional Support/ PMO helps clients conduct business as usual get answers to complex problems that Application Operations while meeting all regulatory obligations emanate from fast changing Business, through its Business Continuity Technology and Regulatory environments Data Center Operations Management framework. Our such as Mergers & Acquisitions and IPs Application development experienced team of certified everywhere. professionals in BCM (CBCP, BS25999 LA, Integration support BCCE) implement DRII, BCI & BS25999 Tech Mahindra has a dedicated pool of MIS derived methodology providing Industry Consultants and Subject Matter Experts Best Practices. The services offered are: with vast experience in following areas: Helpdesk IT & Network Transformation Assessment Services Optional Components Business Case Development Disaster Readiness Assessment Customer Analytics/ Business Network and Enterprise Intelligence Business Impact Analysis Infrastructure Consulting Value-Add Applications (e-top, SMS) Risk Assessment Supply Chain and IT Spend Infrastructure Build & Procurement Design and Development Management IP Solutions as a Service Data Center/ Rack Space Strategy Consulting Security Consulting Links with Redundancy Process and Plan Development Revenue Management Services Servers, SAN, Firewalls and Routers Implementation Remote Operations Tools (Citrix) Implementation support and User Application Software Licenses Training Testing Infrastructure Build & Procurement Data Center/ Rack Space Links with Redundancy Servers, SAN, Firewalls and Routers Remote Operations Tools (Citrix) Application Software Licenses Optional Components Customer Analytics/ Business Intelligence Value-Add Applications (e-top, etc.) MVNO Sample Solution Stack Operations Functions Cross Functional Support/ PMO Application Operations Data Center Operations Application development Integration support MIS Helpdesk Drills/Tests support Maintenance Update plan periodically Test response and recovery measurement Deliverables: Benefits: Risk and Business Impact Report Documented Business Continuity and Disaster Recovery Plans Implementation Report Training presentation Test Review Report Periodic Review Reports Assurance to stakeholders about continuity of operations in an event of a disaster BIA enables process resilience which results in expenditure reductions Structured, scalable and effective response systems to address business interruptions
6 Strategic Tac t ical Tech Mahindra uses worldwide standards for ensuring consistent quality of its deliverables across countries and business units. These standards are gathered in the SEDEO Methodology, a global Managed Service delivery methodology for strategizing, evaluating, designing, executing and operating complex programmes using the five phases in SEDEO. SEDEO focuses on providing long-term competitive advantage to our clients as a basis for a long-term relationship with them. Success Story Execute Operate Methodology for Managed Services Robust and Proven Governance Model Tech Mahindra believes that good governance leads to effective value creation of IT functions. At Tech Mahindra, we have a well structured IT Governance Model which facilitates effective coordination and communication between executive management, line of business, and the project management office and delivery teams. The strategic, tactical and operational Governance practice adopted at Tech Mahindra is described in the adjacent figure. D es gn i Strategize Evaluate Steering Committee Client CIO/CTO Client Program Manager Client Quarterly Review Program Health-Check Dispute Resolution Strategic Direction New Investments Monthly Conference Business Metrics Review Key Risk/ Issues Capacity Review Audit Compliances Weekly Conference Steering Committee VP-Managed Services Tech Mahindra Program Manager 3 (Hutchison), is a new entrant in 2G/3G mobile market in Indonesia and through our Strategic Outsourcing engagement it took less than 6 months from Concept to Launch mobile services in highly competitive market. Working with 10+ Partners and 20+ different components, Tech Mahindra enabled the first ever New Architecture Deployment for converged Real-Time Billing & Customer care system with 100% Real-time Billing for both prepaid and postpaid services. Tech Mahindra designed the architecture based on leading COTS products in BSS domain providing a best of breed solution. Tech Mahindra is responsible for maintenance and support for complete BCCS environment including Change Management, Application Support L1, L2 and L3, Hardware and Network Support, Database Management, Version testing and Release Management, IT Asset Management as well as ongoing Vendor Management. Tech Mahindra acts as client's IT arm and Strategic Partner for all delivery, operations and IT requirements within the organization. All the day to day operations are handled by Tech Mahindra, leaving the client's executives to focus on their core business. The success of this turnkey implementation of BSS with exclusive ownership for the Build, Operations, Maintenance and Support can be estimated by the fact that 3 acquired 4 Million subscribers in very short timeframe. Operational Client Project Heads Project Status Report Issue Register & Resolution Daily Reviews As- Required IT Support Issues Tech Mahindra Delivery Manager Tech Mahindra Advantage Proven Capability to Take-on Large Strategic Outsourcing Contracts Tech Mahindra has won and executed some of the largest outsourcing contracts ever awarded to an Indian IT company Greenfield Expertise Nine Greenfield implementations under aggressive timelines executed in last couple of years Three Greenfield implementations underway Existing Customer Engagements Catering to 5 out of top 10 Fortune 500 Telecom Operators Serving over 150 Million subscribers Operate and manage more than 50,000 servers, 80,000 Network elements and 200 mainframes Handle more than 160,000 IT support calls every month Processing over a Billion billing records every day One of the largest Billing Bureau in Asia handling 120 million CDRs per day Multiple transformation engagements with operators such as BT, Telecom New Zealand, Telecom Fiji to name a few Best Practices Multiple levels of contact across both organizations to deepen the relationship & enable constructive collaboration system integration competence Operations experience instilled with the industry best practices needed for managing and running a Telecom Carrier's IT systems, Data Centre and networks Improving long term performance for our clients with performance measures based on productivity, quality and achievement of business objectives Best practices that can be customized to our clients requirements Proven expertise and experience in providing platform consolidation and technology transformation with a rich library of world- class solution frameworks and Ability to efficiently manage financial, operational, technological and regulatory risks for customers with proactively proposed stringent service levels Real-Life Transformation Experience Launch Management Capabilities Proven Operations Expertise Top 10 Global Outsourcing Companies in the World (IAOP Global Outsourcing 100, 2009) Award for Brand Leadership (IT Sector) Innovation in Recruitment, Ranked 1st in Telecom Software Category from India, V&D 100 (Voice & Data 2009) Excellence Award for Marketing in IT, 2007 IT People Awards for Excellence in IT. MSC Malaysia Status granted by Mdec Malaysia (2007) 5th Largest IT Company in India, NASSCOM 2009 Surveyt Ranked 11th Largest TOMS vendor by Market Share: Telecoms Operations Management Systems Worldwide, May 2009 Category Best Billing Solution Vertical Growth Leadership in Telecom (Asia ICT Awards 2007)
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