+ < We call it Integrated Operations Management. Optimized Processes Assured Customer Satisfaction

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1 They work in silos We Unify Infrastructure & Application Support + < We call it Management Optimized Processes Assured Customer Satisfaction

2 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 Management (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 Integration We asked CIOs the following questions, to arrive at the rationale behind this integrated solution. Won t it be costoptimized for you to Won t it consolidate all provide operational infrastructure and excellence to your application operations business by measuring under one team? response time SLAs for Business Won t it be applications? faster for you if most of your incidents are solved by the first team receiving it? 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: G Page 14 of Gartner, Inc. and/or its Affiliates. All Rights Reserved. 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 Infrastructure Discrete Operations L1 L1 Integrated Operations Team

3 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 Proactive Detection of Exceptions Multi-Mode Exception Response Business Transaction of message flows in real-time Track start -to-finish response times Monitor for exceptions Log end-to-end message trails for compliance (SOX, Patriot Act, etc.) as well as diagnostics Proactive monitoring of system-wide flows for exceptions of various types Minimize impact of exceptions through exception handling such as rule-based routing of exceptions to service-based exception handlers. Application Online processes Dialog response time Network time Standard response time Users logged on 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 Infrastructure 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) SLA ITIL Real time Ops Culture Tools SOP/ Run Books Proactive Performance Management

4 HCL IOMS Service Catalogue Incident Management Administration Troubleshooting End User Transaction Log Session Process Usage Patterns Alert Handling SOP Based Resolution Ticket Assignment Ticket Triaging Escalation Management Data Fixes Archival/Backups etc Master Data Config Patch Management Interface Mgmt Production Support Operations Application Deployments Interface Issues Deployments Diagnostics Problem Identification Root Cause Analysis Problem Resolution Adhoc Parameters & Frequency Real Time Incident Problem Change Release End User Centric Approach ITIL Based Service Delivery Real Time Ops Culture Tool Based Approach Reduced Costs of Operations 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

5 IOMS delivered across verticals Industry Vertical Customers Applications Environment Mean Time to Resolve in hrs (Before HCL) Mean Time to Resolve in hrs (After HCL) Manufacturing Fortune 500 semiconductors manufacturer Packaged & Bespoke Application Support End to End Application Support for E-commerce websites Integrated Helpdesk Basis Infra Applications Environment - SAP R/3, SD,GMS, BaaN, Informatica, Java, Power Builder etc Retail Leading Retail Giant in Europe Packaged & Bespoke application support services 350+ Applications, 12,000+ end users Creation of operation procedures and knowledge bank for end users Advice on Application architecture, design and operation NA 3.56 Pharmaceutical & Healthcare Fortune 50 Healthcare Manufacturer Packaged & Bespoke application support services Middleware instances (Documentum, ATG, SunOne, BEA Web logic, Web methods etc.) 100+ Application instances (SAP, JDE, SIEBEL) Division of Fortune 10 BFSI Insurance Service Provider Production support for 14 financial applications in 2 environments Trade Settlement Applications, Pricing Application etc Applications: Navisys, V2020, EDW, ER, SAP, TNG/Peregrine/ Opalis /EDM/Exec View/OEM/ Veritas/ Docucorp/ Documaker RP/Trillium/Actuate/ Cognos Media & Publishing Leading Music Company Bespoke Application Support 60+ Bespoke applications in various work streams/portfolios like Marketing, Assets, Royalties, Digital, etc Infrastructure applications like IBM MQ, MS MQ, MS CMS, Share point Portal Server, IIS servers etc

6 Green Datacenter Management Managed Mainframe End User Computing Cross Functional Network Security Industrialized IT Management Optimized Flexible Centralized & Standardized Business Aligned