Submitted to: Service Definition Document for Database Management for IT Infrastructure Management

Submitted to: Service Definition Document for Database Management for IT Infrastructure Management

Table of Contents 1 Service Description... 3 2 Support Process and Methodology... 10 3 Standard Questionnaire... 14 4 Sales Approach and Methodology... 15 Page 2 w w w. z e n s a r. c o m

1 Service Description 1.1 Service Definition Zensar s database service lines include Consulting, build and manage databases by remote services support with total ownership. Zensar s rich pool of DBAs is focussed on Oracle, SQL server and MYSQL. 1.2 Description Database Services Offerings: C-B-M Model Zensar Database services offerings are based on Consult-Build-Manage model. Consult - Advisory service on database infrastructure capacity planning, high availability and optimization solutions Build - Caters to the setup of customized database infrastructure solutions and integration with other business processes of the client. Manage - Covers maintenance, pro-active monitoring database, up gradation of database to ensure that it runs at optimum levels Figure 1 - Database Service Offerings (C-B-M Model) Consult offerings Physical Design Capacity Planning Gap analysis Design Backup & Recovery Strategy Performance Tuning High Availability & Scalability Solutions Build offerings Install DBMS software Page 3 w w w. z e n s a r. c o m

Setup database instances Implement DR site,database replication, log shipping Implement backup and recovery strategy Implement Best practice Manage offerings End to End maintenance of production, test and development database environments. Specialized DBMS offerings Oracle 9i, 10g and 11g:- o RAC implementation o Upgrade to 9i/10g/11g single instance o Server consolidation o Grid implementation o Cross platform migration MS SQL Server:- o Clustering o Log shipping and replication o Server consolidation MY SQL:- o High Availability and Disaster Recovery o Clustering o Replication o Working with mysql PostgreSQL:- o Working with PostgreSQL Strategy: Areas of focus Database support RAC database support Cross platform migration Database Server consolidation High availability and DR database setup Grid support Geography: US / EU / SA Page 4 w w w. z e n s a r. c o m

1.3 Coverage Zensar s Database Management provides services to the customers under the following support windows: 24 x 7 x 365 8 x 5 16 x 5 8 x 7 1.4 Supported Releases & Versions Zensar DBAs are managing the whole database environment 24 X 7 X 365, where downtimes are minimal. Sr. No Database Supported release 1 Oracle 9i,10g,11g 2 SQL server 2000, 2005, 2008, 2008R2 3 MY SQL 4.1,4.5,5.0,5.1,5.5,5.6 1.5 Support Levels Available: Table 1 - Supported Releases & Versions Sr. No Support Level Support details 1 L1 Monitoring and SOP* level support 2 L2 Intermediate troubleshooting and support 3 L3 Advanced level support 4 L4 Liaison and hand-in-hand support required [*Standard operating Procedures] 1.6 Support Tasks List: Table 2 - Support Levels Available Before taking over the database support services Zensar DBAs would do an analysis generally as part of due diligence phase, with the list of current database support activities as the input and based on three levels of analysis as mentioned below. The outcome from this analysis would be the list of database support activities that can be executed totally from offshore and activities that need onsite components. Business Level Analysis o IT support model o Service Providers o Regulations Functional Level Analysis o Service Levels o Dependency o Volume Page 5 w w w. z e n s a r. c o m

Task Level Analysis o Process maturity o Complexity o Tools The results of this analysis will be one of the deciding factors for the final delivery model. The following table shows the outcome from a typical offshore ability analysis. Based on experience, Zensar strongly believes that about 75-80% of database support activities can potentially be executed from offshore. The support task list is shown below: DBA Tasks L1/L2 services 24 x 7 Support Backup & Verification Pro Active Monitoring alerts, threshold, Consistency check Re-org of table spaces, rebuild of indexes Database cloning, Patch Management, Startup/Shutdown Data Load/Unload, Replication Performance tuning Troubleshooting Periodic recovery testing DBMS Version Upgrades Vendor management Media Recovery Security & Account Management Space Management Installation of DBMS Setup new database L3 services Database Modeling & design Backup & Recovery strategy Re-structuring Infrastructure optimization Capacity planning and trend analysis Database design review L4 services Storage media management Business unit interface Disaster recovery Table 3 - DBA Support Task List Page 6 w w w. z e n s a r. c o m

1.7 Service Level Agreement Options SLA and Escalation Introduction Any problem arising in the production environment must be handled and resolved as quickly as possible as a delay could have serious impacts on the operation of the business. The Service Level Agreement (SLA) defines the acceptable timeframe for problem resolution and an associated Escalation Procedure, which is used to escalate the problems to people higher up in the hierarchy till the problem is resolved. The SLA and escalation procedures for Zensar are listed in the section below. Service Level Agreement It has always been Zensar s endeavour to comply with Service Level Agreements of each customer. In case the customer does not currently have one, then Zensar will utilize the following guidelines to determine the severity of problems. The resolution times shown here are typical and based on Zensar s experience with various customers. Zensar will always discuss and evaluate the customer s current SLAs and will come to a mutual agreement with customer on SLA requirements. The following are the proposed service levels within which Zensar team will aim to resolve problems and provide fixes. They may be customised to suit the requirements of specific business areas, in consultation with respective IS. Severity Definition Typical Response Time Typical Resolution Time 1 Database down Impact Global users Impacts Business 2 DB Space issues Database not available partly Multi user impact Poor database performance Less business impact 3 Backup failures Incorrect DB access privileges No impact to business 15 minutes 4 hours 30 minutes 8 Hours 3 hours 48 Hours 4 Single user impact 8 hours 72 hours No impact to business Table 4 - Service Level Agreement Page 7 w w w. z e n s a r. c o m

1.8 Available Delivery Model & Engagement Option Delivery Model Remote Services Zensar s strength Zensar proposes three types of delivery models for manage offering services. Onsite-offshore model Offshore(Remote) shared model Offshore (Remote) dedicated model Remote services, is the key component of the Zensar business model. Solution/Delivery centers are located in India at Pune and Hyderabad, with a rich pool of qualified associates with decades of experience, strengthening its offshore/remote services capability. The Zensar DBMS services under the manage category can be provided remotely from offshore, in some cases with small percentage of onsite component, which brings down the total annual cost for clients significantly. Onsite-Offshore Services Zensar pioneered model Service delivery responsibility shared between onsite and offshore DBAs. DBAs from both sites follow the Sun. Offshore (Remote) shared Services Maximum cost reduction on Database maintenance increased business value Managed Services Shared pool DBA model Effective utilization of resources 24 x 7x 365,16X5, 16X7, 8X7, 8X5 support through central database operations center Industry standard shared monitoring tools Offshore (Remote) Dedicated Services Dedicated DBA team to support the environment 24 x 7x 365 support through central database operations center Based on client requirements & needs and outcome of the offshore ability analysis (explained below), one of the delivery models will be selected. In case onsite-offshore model is chosen, Zensar suggests minimum number of positions for onsite component with the maximum offshore, in order that the solution is more cost effective to the client concerned. In the case of total offshore model, three flavors of the delivery models are possible shared or dedicated. In shared services, a pool of DBAs will be serving multiple clients on a time share basis with no compromise on delivery commitments. This option is the most cost effective one. In dedicated model, a team of DBAs would be dedicated for one client to provide the support services for the committed Page 8 w w w. z e n s a r. c o m

support window. For all models, client has to identify one person onsite, with whom Zensar DBA team would interact for any question, status reporting etc. 1.9 Consulting services Activities list Architectural Assessments Capacity planning Server consolidation & standardizing High availability & scalability Performance tuning Solutions 1.10 Zensar Differentiators CMMi Level 5 Company Certified DBA professionals Shared Database service unit Shared DBA knowledge repository Pioneers in cost effective onsite-offshore delivery model Proven History of DBA expertise Strong track record of offshore infrastructure managed services Strong process orientation ITIL and project management Ability to provide end-to-end services Commitment to customer relationships Diversified technology and business expertise Committed to customer relationships 1.11 Benefits to Customers Zensar Database services benefit the customers as below: Service levels: SLA Compliance Extension of team Cost savings: Profit Visibility at Project & Customer Level Business Results: Improved availability and scalability Easier Application deployment Page 9 w w w. z e n s a r. c o m

Increased Performance of application used for business Reduced Cycle time Higher Responsiveness 1.12 Partnerships and Alliances Zensar Certified Partners of Oracle and Microsoft Benefits o Value added resellers for a large range of products o Expertise on a wide range of products Multiple Geographical coverage 2 Support Process and Methodology Consult & Build Typically, Consult and build services, are short term engagements where service location will generally be onsite client premises itself. However, it is possible to execute most of these services from offshore development centers (ODC) for existing Zensar clients who already have dedicated ODCs. Leveraging Zensar offshore services and the infrastructure provides cost effective solution to Zensar s clients. Consult and Build End-To-End solution by Zensar (DBA team and others) Consulting service involves the following phases: Build services involve the following phases: Figure 2 - Consulting Services Phases Figure 3 - Build Services Phases Page 10 w w w. z e n s a r. c o m

Manage services: Services under the, Manage, offering, by its nature, generally requires a long term engagement. The engagement approach, transition and the delivery models are explained below in detail. Transition of support activities: Zensar follows well defined, tested and mature methodologies in transforming the support activities. There are various steps involved in the transition of support activities by Zensar DBA team. Figure 4 - Transition and Support Activities Due Diligence - Location Onsite/offshore Define Statement of work Tasks Deliverables Study of the DBMS environment and architecture Study of current DBMS support activities Offshore-ability analysis identify readiness and services that can be done from offshore Plan and identify processes for support and operations Gather inventory of documentation, process, tools and database Concur on service levels for the engagement, availability requirements Documentation of the above Identify offshore team and work on infrastructure requirement for offshore like communication link etc. Prepare initial transition plan Study report submission to onsite client team Initial Transition plan Knowledge transfer Due diligence documents Offshore ability analysis Tasks Familiarize and understand the existing systems and their processes involved in order to take over complete database support responsibility and be skilled at providing support Interact with the current team providing database support at onsite locations. Identify any training/knowledge sharing session requirement for any proprietary tools and processes. Page 11 w w w. z e n s a r. c o m

Identify groups like Operating System Administration, Network Administration, Operations Management team, Storage management team, etc., relevant to the DBMS environment and support services. Identify tools and software license requirements for a comprehensive offshore operation Identify offshore DBA team Identify the devices needed for on-call support, like pagers, mobile phones, remote access etc Update transition plan Deliverables Documents of all knowledge gained in this phase Transition plan sign off Transition & cutover Phase -1 (Secondary) - Location Onsite/Offshore Input Transition plan Tasks Deliverables Zensar onsite DBA team would work as a secondary support to the existing DBA team and carry out planned activities Zensar onsite DBA team would observe the current team providing support for better acquaintance of the support process Obtain access to knowledge base, error history logs, tools, servers, etc. Establish offshore team and start the knowledge transfer Update knowledge transfer documents, transition plan if needed Phase II (Reverse Shadow) - Location Onsite/Offshore Input Transition plan Tasks Take-over the entire support of activities in scope Onsite DBA would work as Primary support and current team will work as secondary support team to ensure smooth phase out of the current support team to minimize risks Gradually transfer work to offshore team Identify client team officials for escalations and initial contingency support. Deliverables Updates to knowledge transition document and sign off Page 12 w w w. z e n s a r. c o m

Steady state support - Location - Onsite and Offshore Input Transition plan Tasks Zensar team starts providing the ongoing support Regular status reports/updates Roles and Responsibilities Lead DBA: Primary contact for production support Plan, allocate tasks, coordinate with offshore team Participate in planning activities Follow-up on the issues/concerns until they are closed Coordinate with team Reporting to client team and Zensar project manager Overall responsibility of support services DBA Team: Day-to-day support activities Coordinate with onsite/offshore DBA team Update the progress to the Team Coordinator Engagement options Cost can be derived by understanding the client s database environment and requirements. The below mentioned points can be used to estimate the cost: Scope of service Number of Database instances Collective size of database Support window opted Number of physical servers Delivery Model Remote (Shared/Dedicated) and onsite-offshore DBMS types, versions, platforms and features to be supported Infrastructure - Communication link and others High availability requirement Page 13 w w w. z e n s a r. c o m

3 Standard Questionnaire Below are the basic questions that need to be asked to the customers: DBMS used e.g. Oracle/MS-sql/My SQL Database versions The number of database servers Number of instances Any High availability configuration Operating systems used Database size Monitoring tools being used Backup tools used Any DR site setup for database Share your application landscape which shows Infrastructure components Page 14 w w w. z e n s a r. c o m

4 Sales Approach and Methodology 4.1 Suggested Sales Approach flow chart Below example is an indicative flow chart and may differ in actual. Figure 5 - Suggested Sales Approach Flowchart Page 15 w w w. z e n s a r. c o m