Purpose of the Project

The project was done for NETWEB TECHNOLOGIES. It is a research project, which companies involved and the study of a of the IT infrastructure development maintenance methods creating software knowledge

database of the same. It also included gathering information about the IT infrastructure of the companies and analyzing the market perception about the outsourcing of the IT infrastructure maintenance. The project named ´FACILITIES MANAGEMENTµ refers to the IT infrastructure management. The IT infrastructure in any organization mainly consists of computers, network products, servers, storage products, software products, firewalls and antivirus products. The outsourcing of the maintenance of such an infrastructure is a growing business in INDIA and the ultimate objective was to exploit the trend by creating a list of potential customers. The project can be thus segmented under: y Market perception ² The project strives to determine the market perception about outsourcing the IT infrastructure maintenance. y Potential Customers ² The project also includes creating a list of potential customers based on the information gathered through the survey.

Introduction

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Limitations

Use of non-probability sampling does introduce some amount of inaccuracy and certainly a larger number of respondents would have alleviated this problem up to a certain extent. But a larger sample size has not been possible due to the following reasons y The IT managers were reluctant to provide information about the IT infrastructure, which they deemed as confidential. y To reach any conclusive results a large no of responses for the survey would be needed which was limiting due to time constraints and limited resources. y With most of the companies, the incidences of

commitments of appointments not kept have been experienced. y Another limitation is the authenticity of the information imparted by the IT managers.

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y Since the survey was done only in the areas for Bangalore city, the results may not hold good for any other city.

Scope of the study

1. The Research study tries to cover important aspects of IT infrastructure maintenance such asa. Employee satisfaction b. Expectations c. Service provider d. Perception about outsourcing. e. Willingness to outsource 2. The survey is limited to the city of Bangalore. 3. The sample size for the market research is 80. 4. An Exploratory research was also performed. The research effort tries to understand the market perception towards outsourcing the IT infrastructure maintenance and at
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the same time also gathers some data which will be useful for NETWEB TECHNOLOGIES in approaching the respective company.

Company Profile
NETWEB TECHNOLOGIES is India's reputed IT solution-enabling company. Leveraging its 11 years of expertise in total technology solutions, NETWEB TECHNOLOGIES offers valueadded services in key areas such as high power computing, networking consultancy and a wide range of support services. NETWEB TECHNOLOGIES is among the leading players in all the segments comprising the corporate IT products, solutions and related services, which include Servers, Storage, Clustering (Supercomputing), & Communication products. Continuously enterprise meeting solutions the has ever increasing the customer NETWEB

expectations and

applications, its focus strengthened

on integrated

TECHNOLOGIES' capabilities in supporting installation types ranging from single to large, multi-location, multi-vendor & multi-platform spread across India. NETWEB TECHNOLOGIES, today has a direct support force of over 200+ members, is operational at 4+ locations across the country and is the largest such human resource of its kind in the IT business. A majority of the team members have been specially trained in a variety of supporting solutions, the company's key focus area.

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NETWEB TECHNOLOGIES' manufacturing facilities are ISO 9001 - 2000 & ISO 14001 certified and adhere to stringent quality standards and global processes. With the largest installed Clusters in the country, indigenously developed and manufactured server brands - 'Supermicro', 'Edra' 'Opslag' and 'Camarero' - and its robust manufacturing facilities; NETWEB TECHNOLOGIES aims to further leverage its dominance in the Server market. The 'Tyrone' line of business computing products is incorporated with leading edge products from world leaders such as Intel, AMD, and Silverstrom. A fully integrated and business-ready family of servers and workstations, is targeted at medium and large companies to help them to manage their enterprise-related applications. It has considerable dominance in verticals like Finance, Government, and Education & Research. The Channel Business of NETWEB TECHNOLOGIES has an extensive network of over 400+ resellers across 120 locations NETWEB TECHNOLOGIES has closely seen the IT industry rise from scratch, and has actively participated in its progress. During the eleven years journey, it has picked up valuable lessons in serving the IT needs of the Indian customer and gathered domain expertise to successfully service various businesses.

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to help companies focus on their goals and strategies and more importantly. Companies in the process of selecting the best of breed in technology.7 .Services Offered Info structure Services In the emerging net economy. IT infrastructure Plays the role of a Powerful business enabler to improve the business processes. to help them serve their customers better. Systems are becoming more & more dependent on the availability of data resources of various departments / divisions / locations of an organization and thereby increasing Introduction Page . reliable operations and high availability. require integrating different solutions from various vendors. Networking Services Networks are multiplying day by day in every organization. IT Infrastructure demands constant change latest technology.

reliability and performance. administration. Tuning Network Operating System and advice action plan. troubleshooting. Many organizations are spending a very high portion of their technology budget on "TOC ² Total Cost of Ownership" like purchasing. Network Troubleshooting. installing. downtime can have a disastrous impact on production. managing. The well known networked applications such as Email. Network Management involves Network Monitoring of Bandwidth Utilization. Facilities Management Today IT assets have become widely distributed and less visible. Their Facilities Management Services are a comprehensive set of services that helps customers to fully utilize their IT investments by improving availability. NETWEB TECHNOLOGIES is in the business of helping customers to use their equipment better. Day-to-day Network Operations. Internet / Intranet. recruitment. customer satisfaction and revenues. in the event of network shutdowns. Network performance monitoring. Network Errors / Collisions.the load and requirements of Networks. Relational Databases render the users completely in-effective services. So if the systems are critical to the operation of business. etc for supporting the IT Hardware and Software. GroupWare solution. The achieve this by offering a complete portfolio of customized services and Introduction Page .8 . training.

9 .Operating System. These include: j 365x24x7 Support for mission critical sites j Value added Support Services j System Administration j Helpdesk Services j Network Consulting j Network Implementation and Management j Asset Management etc All these help the customer in deriving maximum value from the investment in IT hardware and software. Database j Virus support Introduction Page .expertise. Scope of Facilities Management j Level 1 Help Desk j Maintenance of Equipment j Maintenance of Server/ L A N Hardware j Maintenance of System Software. from planning and design to procurement. customized to the specific requirements. installation. Through their Total Facilities Management Solution. NETWEB TECHNOLOGIES offers a range of service options. telephone support and on-site hardware and software fixes. to system integration. migration assistance management.

Peer-to-peer . o Multi Server .Computers can provide resources (act as server) or access resources from other computers (act as client).Used for 10 to 50 users where it is wise to add a server around 25 or 30 users. Server based . o Single Server . which interconnects computer systems at various different sites.Used for 50 to 250 users. o Multi Server high-speed backbone used for 250 to 1000 users. A network may be composed of any combination of LANs. 1. Licensed Software Types of Networks A computer network is a data communications system.j UPS and Air conditioner Maintenance j Vendor Management for Warranty systems j System S/W support j Asset Tracking. Introduction 10 Page - . Used for 2 to 10 computers 2.Allow for a central control over network resources. or WANs.Hardware.

There are many different types of LANs Ethernets being the most common for PCs. such as laser printers. Most LANs are confined to a single building or group of buildings. For example. but it also is able to access data and devices anywhere on the LAN. Protocols Introduction 11 Page - . Each node (individual computer) in a LAN has its own CPU with which it executes programs. The following characteristics differentiate one LAN from another: Topology The geometric arrangement of devices on the network is called topology. This means that many users can share expensive devices. However. Most LANs connect workstations and personal computers.Main Network Types y y y y y Ethernet FDDI (Fiber Distributed Data Interface) Token Ring ARC net (Attached Resource Computer Network) AppleTalk LAN Local Area Network is a computer network that spans a relatively small area. one LAN can be connected to other LANs over any distance via telephone lines and radio waves. as well as data. devices can be arranged in a ring or in a straight line.

coaxial cables. WAN links are usually:y Dial up connection y Dedicated connection Introduction 12 Page - . Some networks do without connecting media altogether. LANs are capable of transmitting data at very fast rates. communicating instead via radio waves. much faster than data can be transmitted over a telephone line. but the distances are limited.These are the rules and encoding specifications for sending data. The protocols also determine whether the network uses a peer-to-peer or client/server architecture. However networks may be connected over a high-speed communications link (called a WAN link) to link them together and thus becomes a WAN. and there is also a limit on the number of computers that can be attached to a single LAN. Media Devices that can be connected by twisted-pair wire. or fiber optic cables. WAN A system of LANs connected in this way is called a Wide Area Network. The size of a network is limited due to size and distance constraints.

functionality. Introduction 13 Page - . y Switched network Several users share the same line or the bandwidth of the line. A virtual circuit can improve performance by establishing a set path for data transmission.  Packet Switching . When a dedicated connection is used. hardware appliances specifically designed to provide firewall services. and cost.This is a temporary connection between two points such as dial-up or ISDN. a single host system or multiple hosts running firewall software. multiple routers. A variant of packet switching is called cell switching where the data is broken into small cells with a fixed length.It is a permanent full time connection.This is a connection between multiple points. the cable is leased rather than a part of the cable bandwidth and the user has exclusive use. Security Firewall Firewalls can be composed of a single router. There are two types of switched networks:  Circuit Switching . or any combination thereof. It breaks data down into small packets to be sent across the network. This will shave some overhead of a packet switching network. They vary greatly in design. architecture.

Network security involves safeguarding information critical to the organization from unauthorized access. Firewalls are devices (software or appliance based) used to maintain network security. All firewalls run firewall software. a virus is a self-replicating program that spreads by inserting copies of itself into other Introduction 14 Page - . This is undesirable in many organizations. as information is often displayed freely within an intranet In order to provide some level of separation between an organization's intranet and the Internet. VIRUS In computer security technology. but the terms appliance based firewall and software firewall are used to distinguish between products marketed as an integrated appliance that comes with the software preinstalled. usually on a proprietary operating system. and firewall programs that can be installed on general purpose network operating systems such as Windows or UNIX. firewalls have been employed.Connecting an organization to the Internet provides a twoway flow of traffic. A firewall is simply a group of components that collectively form a barrier between two networks. Firewall fall into four broad categories:     Packet filters Circuit level gateways Application level gateways Tasteful multi layer inspection firewalls. and they all run it on some sort of hardware.

virus were made for testing the programmers. computer viruses cannot directly damage hardware. a virus might display a message on a specific day or wait until it has infected a certain number of hosts. In common reference. but has quickly transformed itself into a multi million dollar menace every company has been trying hard to combat. Viruses are one of the several types of malware or malicious software.executable code or documents. only software is damaged directly. The ease with which a virus can be made makes it easier for its proliferation. some viruses have a delayed payload. While viruses can be intentionally destructive. For example. Examples: MyDoom. the term virus is often extended to refer to computer worms and other sorts of malware. The software in the hardware however may be damaged. Melissa ANTIVIRUS Anti-virus software consists of computer programs that attempt to identify and eliminate computer viruses and other malicious software (malware). However. Anti-virus software typically uses two different techniques to accomplish this: Introduction 15 Page - . Viruses today can proliferate networks within a matter of minutes across countries infecting thousands of computers along the way destroying data and causing computers to malfunction. Earlier.

when the anti-virus software examines a file. Attempt to repair the file by removing the virus itself from the file To achieve consistent success in the medium and long term. they can send their infected files to the Introduction 16 Page - .y Examining (scanning) files to look for known viruses matching definitions in a virus dictionary Identifying suspicious behavior from any computer program which might indicate infection y Most commercial anti-virus software uses both of these approaches. Approaches to virus detection Virus dictionary approach In the virus dictionary approach. Delete the infected file 2. the virus dictionary approach requires periodic (generally online) downloads of updated virus dictionary entries. Quarantine the file (such that the file remains inaccessible to other programs and its virus can no longer spread) 3. then the anti-virus software can take one of the following actions: 1. with an emphasis on the virus dictionary approach. it refers to a dictionary of known viruses that the authors of the anti-virus software have identified. If a piece of code in the file matches any virus identified in the dictionary. As civically minded and technically inclined users identify new viruses "in the wild".

Dictionary-based anti-virus software typically examines files when the computer's operating system creates. but instead monitors the behavior of all programs. so as to not match the virus's signature in the dictionary. closes or e-mails them. alert a user and ask what to do. it also sounds a large number of false positives. In this way it can detect a known virus immediately upon receipt. Although the dictionary approach can effectively contain virus outbreaks in the right circumstances. opens. virus authors have tried to stay a step ahead of such software by writing "polymorphic viruses". the suspicious behavior approach therefore provides protection against brand-new viruses that do not yet exist in any virus dictionaries.authors of anti-virus software. who then include information about the new viruses in their dictionaries. Note too that a System Administrator can typically schedule the anti-virus software to examine (scan) all files on the user's hard disk on a regular basis. for example. by contrast. Suspicious behavior approach The suspicious behavior approach. the anti-virus software can flag this suspicious behavior. then the anti-virus Introduction 17 Page - . which encrypt parts of themselves or otherwise modify themselves as a method of disguise. and users probably become desensitized to all the warnings. If the user clicks "Accept" on every such warning. doesn't attempt to identify known viruses. However. If one program tries to write data to an executable program. Unlike the dictionary approach.

Data Warehousing A Data Warehouse is. primarily. Periodically. stored in a database designed to favour efficient data analysis and reporting. performs qualitative preprocessing or filtering. In this sense. This problem has worsened since 1997. Introduction 18 Page - . Data warehouses often hold large amounts of information which are sometimes subdivided into smaller logical units called dependent data marts. Data warehousing is not meant for current. to "stage data" means to queue it for preprocessing. It is common practice to "stage" data prior to merging it into a data warehouse. and writes it into the warehouse.exe files without regard to this false positive issue. most modern anti-virus software uses this technique less and less.software obviously gives no benefit to that user. a record of an enterprise's past transactional and operational information. Thus. "live" data. one imports data from Enterprise Resource Planning (ERP) systems and other related business software systems into the data warehouse for further processing. The preprocessing program reads the staged data. since many more non malicious program designs came to modify other .

SCSI drive enclosures currently do not support more than 2 servers. While additional drives and enclosures can be added as needed. But since the technologies. non-disruptive access to data. Reliable. have become more prevalent. while redundant connections throughout help ensure data integrity. SCSI storage is ideal for departments and workgroups requiring additional storage capacity. In the old days all mass storage devices such as disk drives etc were attached directly to the nearest computer (or were located inside the same box) so there was no need for a term describing this. the term DAS has been used to describe those parts of a wider storage network in which this local connection is still used. for a given application. Fiber channel systems give you high-capacity. which enable storage networking. SCSI drives provide immediate expansion for one or two servers. cost-effective external SCSI (Small Computers Systems Interface) storage systems attach directly to Power EdgeTM servers in rack-mount configurations or mounted vertically next to the server. Dell | EMC also offers highly scalable fiber channel RAID (Redundant Array of Independent Disks) storage products. due to the limited number of front-end ports available on SCSI disk arrays. Introduction 19 Page - .DAS It means Directly Attached Storage.

These NAS devices require no monitor. rather than to the individual storage devices. it can be a computer connected to the network and equipped with several modems. Introduction 20 Page - . Clients always connect to the NAS head. that is. remote system backups. A NAS can store any data that appears in the form of files. NAS follows a client/server design. One or more disk (and possibly tape) drives can be attached to many NAS systems to increase total capacity. Instead of starting with a general-purpose computer and configuring or removing features from that base. a storage server or a special device designed to provide access to the network. Like traditional file servers. For example. The NAS appears on the network as a single "node" that is the IP address of the head device. Web content. Clients generally access a NAS over an Ethernet connection. A single hardware device. acts as the interface between the NAS and network clients. however. They generally run an embedded operating system rather than full-featured NOS. such as email boxes. often called the NAS box or NAS head. NAS designs begin with the bare-bones components necessary to support file transfers and adds features. keyboard or mouse.NAS A Network Access Storage. Such a NAS will allow a user connecting to one of its modems to access the network NAS challenges the traditional file server approach by creating systems designed specifically for data storage.

NAS systems strive for reliable operation and easy administration. each with their own disks. In large enterprises.and so on. Overall. A SAN can be thought of as an extension of direct attached storage (DAS). In some SANs. Compared to managing hundreds of servers. SAN Storage Area Network is a network of storage disks. A SAN is distinguished from other ways of networking storage by the low-level block storage access method used. Introduction 21 Page - . data traffic on a SAN is very similar to those (like SCSI) used for internal disk drives. Where DAS was a point-to-point link between a server and its storage. a SAN connects multiple servers to a centralized pool of disk storage. SANs improve system administration. secure authentication. They often include built-in features such as disk space quotas. Put simply. though they do not use SCSI's lower-level physical interfaces. disk maintenance and routine backups are easier to schedule and control. the uses of a NAS parallel those of traditional file servers. the disks themselves can copy data to other disks for backup without any processing overhead at the host computers. a SAN allows many computers to access many storage devices over a shared network. or the automatic sending of email alerts should an error be detected. Most SANs actually use the SCSI communications protocol to access data on the network. By treating all the company's storage as a single resource.

since multiple servers can share the same growth reserve. though. clients and storage resources over IP networks. that with the exception of SAN file systems and clustered computing. Thus. Note. each device on the SAN is "owned" by a single computer (or initiator). In contrast. Introduction 22 Page - . IP-SAN connects application servers. It facilitates uninterrupted access and complete availability of business data. network attached storage (NAS) allows many computers to access the same set of files over a network.Sharing storage usually simplifies storage administration and adds flexibility since cables and storage devices do not have to be physically moved to move storage from one server to another. SANs tend to increase storage capacity utilization. That is. SANs are normally built on an infrastructure specially designed to handle storage communications. they tend to provide faster and more reliable access than higher level protocols such as NAS. A typical Fibre Channel SAN is made up of a number of Fibre Channel switches which are connected together to form a network. SAN storage is still a one-toone relationship. IP-SAN Internet Protocol ²Storage Area Network links employees with stored data for the complete continuity of business critical applications & databases using an Ethernet. The most common SAN technology is Fibre Channel networking with the SCSI command set.

Traditionally. the application server will not use the full bandwidth. But those were the days of Fileservices from servers and 10 Mbps LANs. the servers have to be big enough to pump so much of data in and out. NAS has been used for File services only and SAN for all other applications. The basic components of an IP-SAN system are the same. Introduction 23 Page - . With dedicated appliance and gigabit speeds on the wire.A SAN can be deployed in two ways: using Fiber Channel or the IP way. Applications have their own requirements or limitations in terms of the bandwidth that they use. A detailed assessment of the I/O requirements and server capacities needs to be made before sizing any storage device. throughputs that can be obtained from NAS devices are really good. The file-system and the volume manager are on the server and the storage has the RAID and the disks. so there's no point giving it 200 Mbps Also. IP-SAN can also mean the network built with iSCSI as the protocol. a small or medium server will not be able to pump so much I/O. In an FC-SAN the file I/O is between the application and the file-system. Just because you have connected a 200 Mbps link between the server and the storage. but here the application makes the file I/O to a file-system which is outside the server and the block I/O now happens within the storage between the volume manager and the RAID. which in turn makes block I/O to the storage device. An application might require about 20 Mbps bandwidth. it might not use half of it too³it all depends on the application requirements. The first is called FC-SAN while the second is IPSAN.

Types of Facilities Management HELP DESK MANAGEMENT It provides support to end users on a variety of issues. It also responds to telephone calls. The process of regularly checking for newer updates and installing/updating them on the client machine is known as Antivirus management. The Help Desk is the traditional mechanism for technical support. Has knowledge of commonly used concepts. ANTIVIRUS MANAGEMENT Every month approximately 300 new viruses are released worldwide. Technical support is used to assist and promote the use of technology within a business environment. It Identifies. and resolves technical problems. Technical support includes software assistance. hardware repair. and procedures within a particular field. Tracks and monitors the problem to ensure a timely resolution. Vendors like Symantec and McAfee release periodic patches (monthly) to guard against the hostile programs. email and personnel requests for technical support. researches. accompanied by on-site assistance. These patches are released on the vendor·s website and are available for download for a fixed period according to the terms of the license. training and self-help programs. Introduction 24 Page - . practices. and related services.

and determining if the station should be connected to or disconnected from the medium. For example. Types of Network Management j WAN MONITORING WAN links are usually the most expensive part of the network.Most of the popular antivirus software have an option for scheduled downloads. WAN Monitoring and Router Monitoring thus become very critical. The license may expire typically after a period of 36 months. obtaining reports of error conditions. and under subscribing could result in congestion and unacceptable network performance. Oversubscribing to bandwidth could mean that the company is paying for more bandwidth than required. Network managers need to optimize the Introduction 25 Page - . a download may be scheduled on the 1st of every month. NETWORK MANAGEMENT The conceptual control element of a data station that interfaces with all of the layers of that data station and is responsible for the setting and resetting control parameters. and managing bandwidth allocation can be complex. Antivirus management is one of the important functions of an organization especially for one used to managing huge amounts of data. this need to be taken into account and accordingly a new license has to be bought.

Using Operation Manager·s switch monitoring capability. file.quality of service by balancing throughput. Operators can Introduction 26 Page - . committed information rate (CIR) and burst rate with congestion. operators can gain visibility into the status and availability of switch ports. Implementing a proactive switch monitoring system helps detect problems early and avoid potential problems. and discards. Running mission critical applications as well as core IT services such as email. j SERVER MONITORING Servers are the heart and soul of today·s computing infrastructure. All the switch ports are also discovered and intuitively placed on the map. The inherent complexity of heterogeneous distributed environments makes server management both essential and challenging. response time. print and database services. Any problem in the switches affects a large proportion of LAN users. j SWITCH MONITORING Switches are the backbone of LAN networks. OpManager actively monitors switch ports and quickly notifies operators whenever a switch port or the switch goes down. Operation Manager's switch monitoring functionality automatically discovers switches in the network and places them on a special switch map. availability and performance of your servers are critical to ensure smooth running of business.

Administrators will run incremental backups on a daily basis to capture the data files added or updated during the day. Administrators use differential backups to facilitate more complex tape rotation schemes and sometimes in database environments. j Differential Backup: A differential backup copies the data that has changed since the last full backup media. Most users and administrators run a full backup on a weekly or monthly basis.setup OpManager to monitor only critical ports. j Incremental Backup: An incremental backup only copies the data that has changed since the last backup. that prevents unnecessary alarms from being generated. BACKUP MANAGEMENT Backup management can be divided into the following parts: j Full Backup: A full backup is a complete copy of everything on the source drive to the backup. It is important to understand the difference between an incremental and differential backup. an industry best practice for Switch monitoring. Introduction 27 Page - . OpManager also offers visibility into spanning tree status showing which ports are blocked and which ones are forwarding.

providing service and support to end users ASPs are broken down into five subcategories:  Enterprise ASP .  Local/Regional ASP . ASPs are a way for companies to outsource some or almost all aspects of their information technology needs. Introduction 28 Page - . such as Web site services or human resources.supply wide variety of application services for smaller businesses in a local area.provide support to a specific industry. Archiving saves space on hard drives.j Archiving: Archiving is the process of moving data from one media (typically a hard drive) to another media (optical disks or tapes). Application Service Provider Abbreviated as ASP.provide applications for a specific need. They may be commercial ventures that cater to customers. or not-for-profit or government organizations. while retaining the ability to restore the data quickly.deliver high-end business applications. Companies may use archiving to store things such as historical financial data. In essence. it is a third-party entity that manages and distributes software-based services and solutions to customers across a wide area network from a central data center. Archiving deletes the files from the original location.  Vertical Market ASP . such as healthcare.  Specialist ASP .

 Volume Business ASP .supply general small/mediumsized businesses with prepackaged application services in volume. MSPs deliver system Introduction 29 Page - . also called a Management Service Provider. An MSP is a service provider that offers system and network management tools and expertise. Like Application Service Providers (ASPs). network bandwidth. It uses these tools to actively monitor and provide reports on aspects of its customer's networks. including communication links. Management Service Provider A Managed Service Provider (MSP). which deliver business applications to end users. is a company that manages information technology services for other companies via the Web. Management Service Providers deliver services via networks that are billed to their clients on a recurring fee basis. Unlike ASPs. and so on. The MSP may host the customer's Web servers and application servers at its own site. The services provided by MSPs have been called "Web telemetry" services. servers. An MSP client may use internal operations or an ASP to run its business functions. The MSP Association defines MSPs as follows: Management technology (IT) Service Providers deliver information services to infrastructure management multiple customers over a network on a subscription basis. An MSP typically has its own data center that runs advanced network management software.

For example. Exodus ensures that the NOC has fully connectivity. The agent is lightweight and designed for use over the Internet. CIOs can view overall management information while help desk technicians can check call queues. escalations. based on their role in the organization. and open ticket status. and process management. which network is hosted by Exodus and Communications. switching to ensure maximum reliability and integrity. TriActive is an example of a Management Service Provider. It provides management and monitoring of PCs. A "micro agent" interacts with customer systems to provide system management.management services to IT departments and other customers who manage their own technology assets. and Web sites from its own NOC (Network Operations redundant Center). routing. servers. networks. It acts as a universal agent invoking and managing other agents and programs as required for specific actions The service is delivered via the Web through a secure Internet portal that lets customers view management information. service application. Introduction Introduction 30 Page - . power. Objective Systems Integrators is another management service provider that provides software solutions for unified network. Systems analysts can conduct asset inventories and view virus reporting.

There are two reasons for this trend. The last real big investment in desktops was four-five years ago. Outsourcing is a proven strategic way to reduce and control operating costs. Any investment in infrastructure is one ROI (Return On Investment) cycle away from actually making a visible impact to end-user. improve company focus and gain access to world-class IT processes. Companies are looking to upgrade or buy MS tools and hardware. There is a big growth in infrastructure outsourcing. there is zero or just 1-2 per cent growth. Outsourcing is a way of stretching the budget and savings from this source are funded into innovations. The real reason is that in terms of IT budgets. Some of the service packages and bundles available in the marketplace are pretty well Introduction 31 Page - . IT infrastructure is a key area for CIOs (Chief Information Officers) to look at. The other reason is that there is a lot of benchmarking going on in the infrastructure space. They would need to outsource parts that would buy assets and amortize costs rather than having to budget additional capital. INFRASTRUCTURE management services promises to be a significant growth engine for the top-tier Indian software companies.Today more than 75 percent of companies selectively outsource some IT functions to outside service providers. Quite a few high-profile deals signed in the infrastructure management space by frontline companies have stoked up considerable interest and attention on this segment.

Prices are more visible and a lot of commoditization is going on. There are a lot of questions around this and what is possible to offshore. in this sourcing strategy. The end-users are asking providers (or vendors) to demonstrate business value that they are providing. There is also a growing need and desire to invest in selective sourcing. Clearly. Infrastructure is also becoming active. the risk is reduced and hence CIO·s have to build a strong business case. Companies have realized that there is a lot of risk in outsourcing to one particular vendor. The CIO·s (of end-users) are asking this of inhouse and outsourced providers. So. if they intend to keep IT infrastructure management in-house. In many organizations. Application outsourcing is the most mature amongst IT activities. there is link between strategy and business value. the CIO is not looking so much to reduce cost of discrete operations but also to manage cost effectively and push total business value associated with all this. help them build and communicate a business case. But the danger with this initiative of an offshore mandate or increase in offshore spend is that CIO Introduction 32 Page - . Most infrastructure outsourcing deals have benchmarks associated with them through existing deals.defined. the big move is towards transparency in offerings and prices for such outsourcing. So. with best-of-breed companies providing elements of good IT services. there is an off shoring mandate that is linked to IT spends initiatives. End users want vendors to provide selective sourcing. At the same time. That's a trend we see associate spending with business value. So. Lot of assessments is going on. that is off shored.

connecting end-users with a pre-defined service level. It can also mean hiring someone to be your IT department. if that reason is cost reduction. which will help the company to concentrate on its core business. An organization engages in IT infrastructure maintenance outsourcing when it uses a 3rd party to perform some or all of the required IT infrastructure maintenance functions on its behalf. Common scenarios are: j Network outsourcing: The network is viewed as a utility. The scope of IT infrastructure outsourcing ranges from support contracts for individual elements through to total handover of the operation and ownership of the IT infrastructure. Increasing spend with an offshore outsourcer is not going to do that. Introduction 33 Page - . then you must have a business goal that rewards cost reduction. What is FM Facilities somebody Management. For instance. understand your unique business problems. Such a partner must have people who can work closely with your staff. There must be a business reason for outsourcing.is not developing a true understanding of why they want to outsource. implement and service unique solutions. maintenance outside your which basically to means to the "IT IT infrastructure outsourcing" company refers hiring manage infrastructure.

applications development. networks. the scope of the outsourcing contract. but significant activities and functional areas remain in-house. Many outsourcing contracts would be a mix of elements. the outsourcing objectives. but out sources the day-to-day support of the physical computer infrastructure. including data centers. systems maintenance. the key performance indicators. desktop services. and so on. the required service levels and the cost of the contract. amongst others. help desk. including any penalty clauses. only user liaison and contract-management functions remain. Introduction 34 Page - . An outsourcing contract would specify. Selective Outsourcing Where one or more major IS function or activity is outsourced.j Server support: The client retains control of the business applications. Types of Outsourcing Total Outsourcing Refers to all of the major functional areas of IS. Transitional Outsourcing Refers to situations where a company outsource ageing or obsolete systems and/or technology platforms in order to focus its attention and limited resources on the creation of new systems and infrastructure. Typically.

and to build new skills and capabilities. Who Needs Outsourcing There are many pitfalls in putting together an outsourcing contract. so that an informed decision to outsource is made. not every organisation has a problem that can be fixed by outsourcing. Assistance with IT infrastructure maintenance outsourcing is required when: y An organisation is considering outsourcing. where a vendor is hired to move a company to a new technology platform and/or applications portfolio.Transformational outsourcing It is the reverse of transitional outsourcing. Firstly. but doesn·t know where to start o Structuring an outsourcing contract is a formal process that shouldn·t be learnt through experience. y IT infrastructure is too difficult to manage Introduction 35 Page - . It is vital that the business challenge is well understood.

in both the business and IS. is also increasingly a motivation for IT infrastructure Introduction 36 Page - . y Need enforceable service level objectives o Enforcing a Service Level Agreement is easier with an external organisation using commercial inducements than with an internal IT maintenance department. A second motivation is to focus on core competencies. including IT infrastructure management. Motivations and Benefits Motivations There are many motivations for IT infrastructure maintenance outsourcing ² the first of which is the desire to reduce cost and improve service levels. y IT infrastructure maintenance is a distraction from the core business o Even larger companies can find IT maintenance taking senior management focus away from effective company management. y Companies are trying to do something new o Delivering standard IT services can distract the implementation of new projects. whereby an organisation performs only those activities that really differentiate it from the competition and outsourcers the rest.o Small companies find IT infrastructure doesn·t deliver what they want. The need for change. particularly when IT is a strategic tool.

business analysis (knowing how a business works and how a particular software can help) and technical skills. work processes.There are two broad areas of IT infrastructure maintenance expertise . Strategic Intent The role of IT infrastructure maintenance outsourcing has grown in prominence as companies strive to reshape critical business and IT capabilities in response to changing competition and shifting markets. A company may not be good at these things. Benefits  Cost Savings . functional areas or entire departments that are perceived as broken. Information systems and Introduction 37 Page - . It can involve the need to migrate from old mainframe platforms and systems to a new clientserver infrastructure. to fix information systems. A fourth motivation is cure ² that is.maintenance outsourcing. to reengineer the business and its supporting technology. Here outsourcing the IT infrastructure maintenance will help because a high level of expertise will be available at a much lower cost. This also allows the company to focus on the core area of business rather than worrying about the network breakdowns or malware problems. or to consolidate and standardise technology platforms and operating procedures.Outsourcing price-wise is hard to beat  Experience . A surprisingly high number of organisations are opting for outsourcing.

and how can outsourcing be used to achieve them? What kinds of outsourcing relationships should be entered into? How should these relationships be structured to meet company objectives? What must be done to ensure the success of these arrangements? y y y There are three kinds of strategic intent for IT infrastructure maintenance: Information System improvement. and different approaches to outsourcing. Outsourcing agreements focusing on business impact usually encompass IS improvement as well. through the development and marketing of new technology products and services. such as: y What should be the intent and ambition for IT. j Business impact concentrates on improving the contribution of IT to company performance within its existing lines of business. as well as IS and business knowledge in the marketplace. j Commercial exploitation focuses on leveraging technology-related assets such as applications and infrastructure. Each is associated with very different kinds of ambitions and goals.business executives are grappling with key questions about outsourcing. business impact and commercial exploitation. j Information System improvement focuses on enhancing the efficiency and effectiveness of the IS function and the IT resource more broadly. and agreements targeted at commercial exploitation often incorporate Introduction 38 Page - .

and to radically improve how IT is deployed both in the business and in the marketplace. to re-architect their technology platforms and infrastructure. Success depends as much on judiciously exploiting external resources and capabilities as it does on optimally deploying internal ones. and should often be an explicit part of. Foundation. believes that IT infrastructure maintenance outsourcing must be proactively considered within. every organization·s strategy.elements of both business impact and IS improvement. yet few IT departments are equipped to meet these challenges on their own. Performance measures. compensation structure and vendor-selection criteria must all align with this intent in a consistent way for outsourcing relationships to succeed IT departments have never faced more daunting challenges and demands for change than they do today. Foundation research has shown that the nature of the relationship with an outsourcing vendor should vary significantly with strategic intent. They must dramatically increase the business results delivered through information technology whilst continuing to make robust improvements in their cost and service performance. therefore. IT departments are also under intense pressure to completely transform the skills and tool sets of their human resources. Successfully dealing with these imperatives is essential to the future of the organisation. Introduction 39 Page - .

becoming blurred as outsourcing expands in terms of its scope and complexity. The boundaries of IT outsourcing are. consolidation management of contract workers. integration These days.New Perspectives Recent outsourcing contracts have typically encompassed a greater proportion of IT activities as well as additional non-IT services. This trend is being driven by two different groups: customers who want more value-added from outsourcing providers. therefore. As the scope of activities outsourced increases. Information technology maintenance outsourcing is reaching across the entire spectrum² beyond self-contained functional areas such as data-center operations and networks ² to include desktop systems management and new applications development. outsourcing vendors are increasingly offering services in areas beyond the systems department. so does the complexity of the arrangement. and vendors who wish to expand their service offerings into areas with greater profit potential than the provisioning of commodity IT services Introduction 40 Page - . In addition. outsourcing and contracts often and include discrete projects and activities such as major systems undertakings.

On estimation it can be said that that outsourcing the management of part of a computer infrastructure can cut the ´total cost of ownershipµ of it by an average of 40%. A recent survey by the firm of 145 executives in a range of industries found that about a third had plans to outsource some of their computer infrastructure maintenance. The big American firms also offer services out of India. with the telecommunications links built for their software businesses and the outsourcing of other business processes. That is where the opportunity lies for NETWEB TECHNOLOGIES. and other local firms are competing for a share of the market. including those functions that can be handled remotely. remains the big factor. That is incentive enough to live with the risks and drawbacks that come with any type of outsourcing Introduction 41 Page - . however. to the ´discreteµ outsourcing of parts of it. notably Wipro. It is estimated that between 60% and 70% of the services surrounding a data center can be executed at a distance.NETWEB Technologies·s Chance So there was a move away from the ´total outsourcingµ of computer systems. Cost.

Introduction It is a research project. The project also included gathering information about the IT infrastructure of the companies and analyzing the market perception about the outsourcing of the IT infrastructure maintenance. The ultimate objective of the project was to create a list of potential customers for NETWEB TECHNOLOGIES Info systems. Introduction 42 Page - .  Determine the type of facilities management they are using. which involved the study of the IT infrastructure maintenance methods of software development companies.  Gather information about the IT infrastructure of the organisation. This is how it was done:  Define industry . To do the study a questionnaire was formulated and a sample of 80 companies was chosen for the research effort.scope and nature of the industry. y Then the industry scope was analyzed. was constructed. How was this done? y First of all a premise on which the market study was going to be based upon.

Any feedback or suggestions that was received and any difficulties that were faced was given priority and the errors were carefully looked into and rectified. This led to the creation of the Final Questionnaire. Before the actual Market Research survey. Determine the satisfaction level and the expectations of the employees with the current IT infrastructure maintenance method company was using. This Exploratory was done to check the effectiveness of the questions in the Questionnaire and to check for any anomalies that arose while conducting the actual Research Survey. which is attached at the end as annexure. Introduction 43 Page - . A web survey was also created to develop an easier approach to the companies and also to ease the process of collection of data. an Exploratory Research was done.

y Secondary: These were the companies. The database was divided into two sections primary and secondary. The organizations thus selected had to be an effective sample of the huge population of IT companies. For the survey to be effective a database had to be created by selecting the organizations and then collecting information about them.Research Methodology SOURCES OF DATA The data for the target sample has been collected from various sources. Introduction 44 Page - . The survey demanded attention towards certain prime and important organizations y Primary: These were the organizations which had to be surveyed first as they were considered important due to their huge IT infrastructure and various other criteria. which were decided by me on the basis of certain criteria such as geographical locations and industry type.

4.Methodology 1. 9. Analyzing the Scope and limitations of the survey ² Sample size. Markets to be covered etc. Reporting ² Finalizing the report to understand the trends and evaluating the same. Completion of Study ² Result Introduction 45 Page - . Telephonic Interviews and Web Survey. 6. Creation of a premise for the development of the survey Questionnaire ² Industry. Identifying the Research objectives ² Identification of potential customers 2. Understanding the type of information required ² IT infrastructure. 3. Tabulation and Analysis ² Data entry and Tabulation of Results. IT infrastructure size. Satisfaction Level. 5.Formulation of Questions that need to be included to derive the required information. 8. Creation of Database of Software Development and ITES companies. 10. Development of the Questionnaire . 7. Expectations. Collection of data ²Interviews.

Diagrammatic Representation MARKET STUDY CREATING A PREMISE FOR CREATION OF QUESTIONNAIRE COLLECTION OF DATA Introduction 46 Page - .

Pre-Testing The questionnaire was pre-tested on four companies. structured questions were used in order to facilitate data interpretation and analysis. As far as possible. and the responses faced in getting them a web questionnaire was designed. The wording of some questions was also changed to make them less ambiguous and click options as answers were provided in the web survey to make it user friendly. Based on their responses. Introduction 47 Page - from facilities management services and vendors were open ended to get the exact in their own . Questions that probed expectations words.ANALYSIS OF DATA FINAL REPORT Research Design for NETWEB TECHNOLOGIES Questionnaire Design The questionnaire was designed keeping in mind the information needs that have been listed before.

The rest were in the secondary list.Sampling Once the questionnaire was ready. Plan of analysis Foe structure. Out of the total of 80 companies 25 were put in the primary list as they were considered important due to their IT infrastructure size. Unstructured. These companies were selected from using a lot of mediums. open-ended questions were analyzed to see the kind of responses that were given (in the respondents own words). The final number of forms used for data analysis was 27. Editing Based on the questions which test validity. j Translating objectives into information required ² All the data collected through survey would be in the forms of Introduction 48 Page - . primarily the Internet. forms which had crucial questions unanswered were rejected. quantitative questions. Some tips that work kept in mind while developing the Questionnaire: Stepwise design of the Questionnaire: j Understanding what you want to know ² know what your requirements are and what you are doing to achieve it. the companies were surveyed. the percentage of people who gave a particular response was found.

direct and familiar.  Vague words have been avoided.  No confusing instructions were kept.  No leading questions have been included. precise and helpful in the deduction of the inferences. It depends on how well one can sift through that matter and derives the right information that will help in achieving the objectives. Cautions exercised during the framing of the questionnaire: It is necessary to give a clear idea of the objective of the study because that increases the interest levels of the respondents and especially when the respondents happen to be senior people. It becomes more pertinent. OF COMPANIES CONTACTED : . Questionnaire has to be crisp..numbers and statistics.  Vocabulary has been kept simple. Analysis NO.  Options for answers have been provided. j Formatting the questions ² User friendliness has been the main factor in formatting the questionnaire.81 Introduction 49 Page - .

24. v wa v ry l r f a al by a ©¨    ¨ ¡    §¦ . 70% RESPONSE RECEIVED DID NOT RESPOND ANALYSIS ¥ ¡ £¢ Organi ati n Int rested in Fa ilities Management # " ! ¤ Int d 50 ti n ¨ §  ¨   § § ¨   ¨     ¨  §    §¦  ¨   f r a a r y f   a Pag - §¦   § §  § § § §¨  §  b r § f r p r f r wa r a a . 57.RESPONSE OF THE COMPANIES RESPONSE RECEIVED. 30% DID NOT RESPOND.

12% ar r rv w wa r al awar f b f pa w r r l v l w y f ar ANALYSIS NO YES 71. 524 2 84 ) 8 2 )A 2 2 32 64 A )8 23 21 D rv 5 B) Companies wit outsourced IT Infrastructure Maintenance E 52 2 21 0 1 861 3 2 2 2 86 23 f 52 8 B ) 30B ) 6 20 ) 6 202 5 0B ) 21 0 @4 68 B )3 0B ) 3264 A )8 4 9 ) (' & Introd 51 %$ tion r Page - l . D r w r 10. 88% a l 32606 68 7 46 52 0 32 2 04 6 2 3 04 2 54 ) 32 21 0 a a pa r ab r ra a 0 10 f r w 21 0 ) 3 06 24 2 2 0 3) 8 06 21 0 ) 2 0)4 2 2 52C6 3 3 26 2 04 6 21 0 @4 6 B 04 2A 2@ .f INTERESTED IN FACILITIES MANAGEMENT r p .

U RV IP UT S U I YW R W V PS RQ P PP Y TI RS X RU I R R Q a XQ I R R SW XU RQ P P RQ P W X R P PR f r ar a f w ar l f r a a . pl l v l a l v l f rv l b a a r r . a not satisfied 40% satisfied level of satisfaction ANALYSIS average average 20% not satisfied satisfied 40% rv a v ry a R SX r r . UX RQ PI YRY X I RSX RU RQ P Q P YR R W X IU PW X UX PX RV XP RV U RQ P Pc RU U RV IP UT S R Q aXQ R IP YRW X V R Y T IQ U UR S X I I U R Q P URX RQ P V X UXQ b RaW U QS aW X` I I R YW RU Q PX YR X UXP PIW R U RV I P UT S RQ P Introduction 52 COMPANIES WITH FACILITIES MANAGEMENT Page - I R RQ P U R I HGF . a al f rr a l v l f rv pr v by r v l v l f rv w l a ra a y l w.

hfpip pq g t fe i e ip d ie vp q i hf pr i gi i wp s g q fe i t r € q g r g pi q yx qp w hpi ir fs fv ix ‚ h g f v f r fe d u Introduction 53 Page - . understand that high levels of service can be received with the outsourcing to technically skilled companies. his also implies that the H SE acility Departments are performing ust above average.LEVEL OF SATISFACTION WITH THE FACILITIES MANAGEMENT LEVELS Very Poor 11% Poor 0% Average 39% Very High 22% High 28% Very Poor Poor Average High Very High ANALYSIS l v l f a fa f pa w a l a a Serv es a be sa be sl ly ab ve shoul be ensured ha he ompanies avera e.

 We can say that the level of satisfaction with IN HOUSE Facilities Management is very high when compared to outsourced Facilities Management. HR managers. Help Desk managers.  The respondent list includes Software engineers.Findings y Respondents Profile  81 IT companies were contacted with a response rate of 30%. Facilities Heads and Design engineers. Technical Architects.  Among the companies with Infrastructure Management satisfaction is very low. Raman Nagar Brigade Road Residency road J. G. Nagar Electronic City Vijayanagar. P. outsourced the level IT of  The companies with Facilities Management have an above average level of satisfaction.  Areas covered for survey ² M. IT Managers. Indiranagar And many surrounding areas  Only 12% of the respondents were interested in Facilities Management due to lack of knowledge about the service. Network Engineers. Road Jayanagar ITPL C.V. Introduction 54 Page - .

j NETWEB TECHNOLOGIES could launch a good range of Facilities Management Service packages to suit the different needs of the organisations. Recommendations After studying the Market the following recommendations can be given: j NETWEB TECHNOLOGIES could aggressively try to capture the growing small and medium scale enterprises. they have no knowledge about the advantages and risks attached to it. This is a suggestion based on the fact that many respondents of the survey have mentioned that with the growth of the company they will soon be looking for outsourcing. j Customized service offerings could be made available to organisations with specific needs. j Brand presence of NETWEB TECHNOLOGIES could be improved in the market with effective advertising. j A very high level of service could be maintained to retain the customers. so that they can concentrate on their core areas of business. j NETWEB TECHNOLOGIES could come up with some winning aggressive strategies for the Facilities Management Service business for 2007-08 so that it can capitalize on the growing market. The industry is only aware of a service called Facilities Management. Making the customers understand the cost benefits is a must. j NETWEB TECHNOLOGIES could also look at increasing the reach and size of the market by offering affordable solutions to the customers. The importance of a satisfied customer should Introduction 55 Page - .

j NETWEB TECHNOLOGIES could try to fortify their channel infrastructure to have maximum reach in the markets and bring down the cost. It could also try to be the differentiator in the market with its technology and approach to business.be understood as the word of mouth advertising can be beneficial j As the companies usually choose vendors which have a strong presence in the market. Branding the service as cost effective and of high level should be considered. Introduction 56 Page - .

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