Integrated Operations
Management
We call it
+
<
They work in silos
We
Unify Infrastructure
& Application Support
Optimized Processes Assured Customer Satisfaction
|
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 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.
“Integrated Operations Management Services (IOMS)”
HCL continues to leverage its integrated operations management framework to grow its application
service revenue.
Publication Date: 14 November 2008/ID Number: G00161582 Page 14 of 25 © 2008 Gartner, Inc. and/or its Affiliates. All Rights Reserved.
We asked CIOs the following questions, to arrive at the rationale behind this integrated solution.
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.
Even Gartner has acknowledged
Need for
Integration
Cost
Optimization
our
IOMS Value Proposition
Won’t it be for you to consolidate all infrastructure and application operations
under one team?
cost-optimized Won’t it
provide
to your business by measuring
response time SLAs for Business applications? operational excellence Won’t it be for you if most of your incidents are solved
by the first team receiving it?
faster
Integrated Operations Team
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.
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.
Operational
Excellence
Faster
Resolution
Servers UNIX WintelBusiness
Transaction
Monitoring
Transaction & Process Flow Tracking
Monitoring of message flows in real-time Track start -to-finish response times Monitor for exceptions
Online processes Dialog response time
Network time Standard response time
Users logged on
Background processes System wide queue
length Program errors Aborted jobs Auditing & Logging Log end-to-end message trails for compliance (SOX, Patriot Act, etc.) as well as diagnostics Buffers Directory used Space used Hit ratio Swap Proactive Detection of Exceptions Proactive monitoring of system-wide flows for exceptions of various types System errors Software code errors
Aborted batch jobs Update errors System log messages
Multi-Mode Exception Response Minimize impact of exceptions through exception handling such as rule-based routing of exceptions to service-based exception handlers.
Application
Monitoring
Infrastructure
Monitoring
Networks LAN WAN Database Oracle SQL Storage DesktopCommon L1 Team to triage events
Enterprise Helpdesk (Applications + Infrastructure)
SLA ITIL
SOP/ Run Books
Proactive Performance Management Real time Ops Culture
Tools
Application Operations
HCL IOMS
Service Catalogue
Integrated Operations
Monitoring
Incident
Management
Administration
Services
Application Tracks
Infrastructure Tracks
Troubleshooting
Reporting
4End User Transaction Monitoring 4Log Monitoring 4Session Monitoring 4Process Monitoring 4Usage Patterns 4Alert Handling 4SOP Based Resolution 4Ticket Assignment 4Ticket Triaging 4Escalation Management 4Data Fixes 4Archival/Backups etc 4Master Data Config 4Patch Management 4Interface Mgmt 4Production Support Operations 4Application Deployments 4Interface Issues 4Deployments 4Diagnostics 4Problem Identification 4Root Cause Analysis 4Problem Resolution 4Adhoc Reporting 4Parameters & Frequency 4Real Time Reporting4End User Centric Approach 4ITIL Based Service Delivery
4Real Time Ops Culture 4Tool Based Approach
4Reduced Costs of Operations 4Proactive Performance Management
Incident
Problem
Change
Release
Packaged SAP,
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
4Packaged & Bespoke Application
Support
4End to End Application Support for
E-commerce websites
4Integrated Helpdesk – Basis – Infra 4Applications Environment - SAP
R/3, SD,GMS, BaaN, Informatica, Java, Power Builder etc
4.34
3.23
{
{
Retail Leading Retail
Giant in Europe
4Packaged & Bespoke application
support services
4350+ Applications, 12,000+ end users 4Creation of operation procedures
and knowledge bank for end users
4Advice on Application architecture,
design and operation
NA
3.56
{
{
Pharmaceutical & Healthcare Fortune 50 Healthcare Manufacturer4Packaged & Bespoke application
support services
42000+ Middleware instances
(Documentum, ATG, SunOne, BEA Web logic, Web methods etc.)
4100+ Application instances (SAP,
JDE, SIEBEL)
4.21
4.11
{
{
BFSI Division of Fortune 10 Insurance Service Provider4Production support for 14 financial
applications in 2 environments
4Trade Settlement Applications,
Pricing Application etc
4Applications: Navisys, V2020, EDW,
ER, SAP, TNG/Peregrine/ Opalis /EDM/Exec View/OEM/ Veritas/ Docucorp/ Documaker RP/Trillium/Actuate/ Cognos Reporting
3.47
3.21
{
{
Media & Publishing Leading Music Company4Bespoke Application Support 460+ Bespoke applications in various
work streams/portfolios like Marketing, Assets, Royalties, Digital, etc
4Infrastructure applications like
IBM MQ, MS MQ, MS CMS, Share point Portal Server, IIS servers etc