Enabling Managed Services for Banking

2012 WIPRO LTD | WWW.WIPRO.COM

Ever growing demands on the CIO..

Constantly increasing expectations on C-SAT Match upto Industrys best Quality Standards & Benchmarks Zero Tolerance to non-Compliance Reduction in operations Costs Nil or Fewer Shocks in Operations delivery Reduction in Management Escalations De-risk as much from attrition and skill centered issues

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Partner offerings to customers

Staff Augmentation Services On-Demand Professional Services NOC / Offsite Services Co-Sourcing Models Managed Services End-End Total Outsourcing

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What Managed Services should offer to customers....

A paradigm change in
Managing IT Operations Delivering IT Operations Securing IT Operations Measuring IT Operations

2012 WIPRO LTD | WWW.WIPRO.COM

Paradigm change in Managing IT Operations

end user experience is the key

2012 WIPRO LTD | WWW.WIPRO.COM

Traditional View of IT Performance

Most customers often complain
All my IT systems are in GREEN, still the performance of application is poor? How to identify the genuine alerts which may affect the response times?

Intranet Internet

Application End users

Web Servers

Application & Database Servers

Backend Servers

Open Issues Who is the problem impacting? What is the business impact? Where in the infrastructure is the problem? Whose problem is it? Why is the problem occurring?
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What actually makes sense..

End User Experience Management

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Managed Services partners bring in the right technology solution to enable BSM
Wipros progressive approach identifies, addresses the business needs by mapping application infrastructure and its performance

Internet

Application End users

Web Servers

Application & Database Servers

Backend Servers

Monitor
8

Isolate

Analyse
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Fix

Review 8

A Typical Deployment of BSM

Deploy Probes to Monitor Performance of Real User Transactions

Deploy Probes to Monitor Performance Proactively through Synthetic Transactions

Users

Users

LAN

WAN

Web Applications

Firewall Internet Users

Deploy Probes to Monitor all Transactions of Users over Internet for that Specific Business Process

Data Center Infrastructure

Traditional EMS Tools to Monitor the Availability & Performance of the DataCenter Infrastructure

2012 WIPRO LTD | WWW.WIPRO.COM

BSM enables reporting IT performance as business would like to see

Xyz

Enterprise Business Service Tree

KL Branch 1 Singapore 2 Branch

Business Impact Reporting

City Branches

ATM 10
2012 WIPRO LTD | WWW.WIPRO.COM

Paradigm change in Delivering IT Operations

Automation in Operations is the way forward

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Adoption of factory model for IT Operations

80% of daily activities are mundane & common in Network & Server management 50% of daily activities are routine type in Database and Application management 60% of daily house keeping tasks and activities can be automated 30% of tickets are due to repeat alerts and false positives 20% of tickets are due to avoidable events ( lack of correlation) 60% of the event correlated alerts can be resolved using scripted solutions Only 10% of the Level 2/3 skills are actually used in Problem/Capacity Management
Eliminate Onsite

L3

Field Support
8+ Hours

L2 Remote Tech & Infra Support

2+ Hours

L1

Central IT Service Desk

15+ mins.

Eliminate Problems

Eliminate Calls

L0

Self-Service
<3 Mins.

L(-1) L(-2)
12

Self-Healing
<1 Mins.

Proactive Monitoring
0
2012 WIPRO LTD | WWW.WIPRO.COM

Introspecting current operations and adopt automation

LEVERAGE SHARED SKILLS SCHEDULED TECH ASSESSMENTS

Level 3
( Technolo gy Strategy Mgmt / BA / Level 2 per Escalatio Domain n Mgmt) ( Table Space Mgmt / Problem Fix / Fault Mgmt / Capacity Reporting / Change Implementation )

RIGHT SKILL STAFF LEVERAGE ON LOCAL POOL

Shared Level 1 Across Domains

(Incident Mgmt / User Group Mgmt / Reset Services / Tape Management / Link Coordination / Service Request Management / Rollout / Batch Job Run)

AUTOMATE SELF SERVICE MANAGE BY EXCEPTION

Level 0 Across Domains

(Alarm Monitoring / Backup Monitoring / House Keeping Tasks / Link Monitoring )
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2012 WIPRO LTD | WWW.WIPRO.COM

Automation at work can actually help in optimizing the workforce & reduce human errors
End User Services
Before automation
3200 users 500-600 password reset 200 ID creation 150 ID deletion

After automation

Password reset calls reduced to 30-40 per month 5resource optimization Benefits seen in 3 months of deployment

DCO Services
Before automation
350+ manual DCO activities Batch processing Sequential activities

After automation

300+ jobs automated No human erros 50 member effort savings post automation

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2012 WIPRO LTD | WWW.WIPRO.COM

Tools as an integral part of Operations - Interlocked between them to maximize output

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Paradigm change in Securing IT Operations

Technology & Operations Security are equally critical

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Typically Banks have the following systems to ensure Technology Security

Log Monitoring Vulnerability Assessment Risk Dashboards for SOX, SAS 70 etc.. Security Newsletters & Alerts

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Operations security control are equally critical...

Controlled Access ( only to sick devices) Restricted access to Production Systems Controlled access to ODC Systems Audit Trail of all access & actions

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Paradigm change in Measuring IT Operations

Move from IT SILO SLAs to Business Service SLAs

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Illustration of measuring business service SLAs

( X1*Y1 + X2*Y2 + X3*Y3.)

Monthly Uptime =

1 ( X end users * 60min * 8hrs * 20days ) - or - ( X * 60min * 24hrs * 30 days)

x1,x2,x3.. = Mutually Exclusive Downtimes of each Critical Component in the IT Chain for that App Service y1, y2,y3.. = Weight age on downtime for that particular component in the IT Chain for that App Service
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Moving up the value chain....

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Thank You

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2012 WIPRO LTD | WWW.WIPRO.COM