Case Summary Business Challenges Business Benefits

The client was looking for an IT operations

service partner, to help improve the quality
of services, to its ever increasing fleet of
servers, reduce downtime of highly critical
servers and infuse latest IT solutions. Tech
Mahindra offered a 'right shore' model to
support the servers, reducing the total cost
of operations up to 35%.
ƒ Higher fault MTTR (Mean Time To Resolve) metrics
rketing
ƒ Poor service levels causing frequent prolonged
outages
ƒ Inefficient 24x7 on call support
ƒ Lack of standardized processes & knowledge sharing
ƒ Absence of systematic patch management
ƒ High ticket volumes
ƒ Reduction in MTTR metrics by 45%
ƒ 100% SLA compliance, schedule adherence and
change success rate
ƒ Round the clock 24x7 monitoring and support
ƒ Centralized knowledge bank and documentation
ƒ Use of WSUS for automated patch management
ƒ Reduced fault volumes by 60%

Server Administration and Support for a Tier 1 Telco in US

The client is the largest
telecommunications company in the
United States and one of the largest
in the world. It delivers an
unsurpassed portfolio of traditional
and IP-based voice, broadband
Internet, data transport, wireless and
video services including 1500
managed MPLS nodes in 80
countries, 75000 MPLS customer
ports and 28 data centres across the
globe. It is also the largest
broadband DSL provider and long
distance & local voice service
provider. It provides
international voice services with
network assets in 50 countries
and 850 cities around the globe.
Background
The US tier 1 Telco was looking for solutions to manage their ever increasing fleet of servers.
The existing support team was third party vendor team located at client’s office, managing IT
C a s e S t u d y
estate comprising 18000+ servers. The servers supported were mainly of Wintel, UNIX, Linux
and AIX based on mix of physical and virtual platform. The current support levels did not meet
the expected SLA standards, resulting in to higher MTTR (Mean Time To Resolve) metrics
compared to the industry standards. Vendors team provided on call support during out of
office hours, and which was not that efficient in fixing mission critical servers. There was no
systematic process for patch management. Also, the support team had fixed outage window
for all servers which did not help application support teams. This resulted in conflicts when
server outages had to be shifted from regular outage windows. Communication gaps within
teams resulted into unnecessary delays in carrying out time bound activities like server
migrations, upgrades, patching.

Tech Mahindra Solution

After a detailed due diligence of the existing support processes, Tech Mahindra proposed team
structure base on optimum offshore:onsite ratio. As the server environment was one of the
most critical in the client’s IT estate, 24x7 support was proposed from two different locations
within India. The two teams act as backup for each other thus offering unmatched business
continuity plan. The current engagement had following drawbacks:

ƒ Inability of the vendor to maintain committed SLAs

ƒ No 24x7 support manned support
ƒ Lack of central knowledge database, standardized documentation & processes
ƒ Inefficient script based monitoring
ƒ Lack of proactive methods to analyse incidents
ƒ Poor coordination between the support teams
ƒ Fixed maintenance windows causing inconvenience to other teams operating is same IT
environment

© Tech Mahindra Limited 2008 www.techmahindra.com


Client Speak
"I think we can all agree that this
has been a hectic week but we
made it. I want to THANK YOU all
of you especially those of you
who have worked endless hours
to ensure that your host servers
were at the recommended level
for tonight’s DMX upgrade on the
Jackson Frame JREMC033.
Once again… JOB WELL DONE!!"
- Sr. Technical Director,
US Tier 1 Telco
“Folks,
Congratulations on reaching
Steady State for the Midrange
Operations Support In sourcing
engagement. This is a significant
milestone and achievement for
both teams. You successfully
reached this milestone working
under a very compressed
schedule. Because of the
dedication and professionalism of
both teams I know you will be
successful with this new model. I
look forward to hearing about
your future achievements and
successes as an integrated
Service Delivery Team.”
- Sr. Technical Director,
US Tier 1 Telco
© Tech Mahindra Limited 2008
Server Administration and Support for a Tier 1 Telco in US
TechM’s ‘right shore’ support team addressed these areas of concern by following
solutions:
ƒ Offshore team based at two locations: Offshore team to support all 18000+ servers with
reduced team strength than existing team size, offering more resilient support structure.
ƒ 24x7 Support model: The round the clock monitoring and support ensures guaranteed
uptime for business critical servers.
ƒ Flexi maintenance window: TechM’s team introduced flexible maintenance windows to
support the planned outages as per convenience of other support teams.
ƒ Proactive monitoring and root cause analysis: Proactive monitoring has reduced high
priority ticket volumes. Also, every reported problem undergoes a root cause analysis so
that they do not reoccur.
ƒ Advanced patch management tools: The team introduced WSUS for automated patch
management across the server fleet.
ƒ Trained and certified resources: TechM’s Educational Services Group ensures through skill
building of the resource pool. Also, Tech Mahindra hosts a Prometric Test center within
the organisation so that employees can keep their professional certifications up-to-date.
Client Benefit
Apart from right shoring the solutions implemented by TechM have brought following
valuable business benefits:
ƒ Reduced MTTR (Mean Time To Resolve): TechM team was successful in reducing MTTR
metrics by 45% in most of the cases
ƒ 100% SLA compliance, schedule adherence and change success rate
ƒ Round the clock 24x7 manned monitoring and support from two Offshore Delivery
Centres
ƒ Use of WSUS for automated patch management
ƒ Streamlined support processes following ITIL framework
ƒ Trained and certified resource pool providing high quality support services
ƒ Improved customer service levels and customer satisfaction
About Tech Mahindra
Tech Mahindra is a global systems integrator and business transformation consulting organization focused on the communications
industry. With the convergence of media and telecom, the changing landscape of the telecom industry is becoming extremely
competitive. As companies rapidly strive to gain a competitive advantage, Tech Mahindra helps them 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.
Tech Mahindra IMS (Infrastructure Management Services Division) offers following Services:
Server Management Services | Network Management Services | Database Management Services | Desktop Management Services |
Storage Management Services | Information Lifecycle Management | Virtualization and Consolidation Services | Service Desk
For further details please visit: http://www.techmahindra.com/services/IMS.aspx
© 2008 Tech Mahindra Limited. All Rights Reserved. Reproduction of this publication in any form without
prior written permission is forbidden. The names of actual companies and products mentioned herein may be
the trademarks of their respective owners.
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