Infrastructure
management
for ONGC
Overview:
Oil and Natural Gas Corporation Limited
(ONGC) is India’s public sector company engaged in
Crude Oil and Natural Gas Exploration and Production,
having a market share of above 80 per cent. It is one of the
fast growing groups in the world and it is India’s flagship
exploration and production (E&P) company, accounting for
60% of total proved reserves in the country. It is a fully–
integrated petroleum company, and operates along the
entire hydrocarbon value chain. A Fortune-Global 500
Company, it is not only the largest E&P Company in India
but also one of the most valuable companies in India.
IT
Infrastructure
Management
24x7
Application
Support
IT Helpdesk
Network &
Security
Management
Vendor
Management
Infrastructure
Service Support
Database
Management &
Administration
ONGC has over 43 centres across India that are regularly using diverse range of over 70000 IT equipment to enable exploration and production of fuel (oil and gas). ONGC is always looking for service providers established in the industry for technology transfer, absorption, and technical support. In 2010, ONGC partnered with CMC for comprehensive Maintenance Support Services (MSS) and Facility Management Services (FMS) of its IT infrastructure at various locations across India. CMC aimed to achieve optimum uptime of the devices, equipment and networks for optimum utilisation of resources and availability of applications to the end-users. It has an SLA of minimum 99 per cent uptime where ONGC is operational 24 by 7. CMC’s strengths in the areas of infrastructure service support, all India presence, vendor management, logistics, and availability of technical skilled and certified resources resulted in this partnership with ONGC.
Business Challenge
ONGC support project is very huge. The operation centres are distributed across the country at 43 different locations with a range of IT equipments, servers, software etc. In the past, all the servers were not configured uniformly and software/ EMS at each server were not customised in accordance with each other. Any reports and data extracts were restricted to that particular server location only and were not available in real-time. Hence, it became a very big problem for the managers to access various data/ reports, and to generate any reports centrally at a single place to monitor and control the entire support operations. This lack of central monitoring, communication and follow up by the site team resulted in SLA violations and NPDs (Non Performance Deductions) by ONGC which hampered CMC’s profits. Other than that there was lack of quality asset control, undefined roles, repeated tasks and unrecognised goals for IT Staff.
How we helped
CMC provided enterprise-wide comprehensive Maintenance Support Services (MSS) and Facility Management Service (FMS) for ONGC’s existing and upcoming IT infrastructure at various locations across India. The support was made available through an extended IT enabled Maintenance Services Chain Management System (e-MSCM) including ITIL services support and delivery processes, to ensure system availability of minimum 99 per cent. CMC initiated a pilot project of measuring and improving quality of two services for ONGC’s internal customers with ITIL framework.
CMC provided support to the entire IT infrastructure of Local Area Network and Wide Area Networks; networking equipment; serviced, PCs, printers, UPS, other peripherals, operating system, office automation, software, UTP cables, other related hardware and software, etc. It also provided service desks,
network management security, server management, desktop management, domain management, antivirus management, training to new staff on current systems, etc. It was involved in network changes, server changes, spare part changes, vendor management, SLA management, resource management, etc. CMC pioneered a SLA linked performance monitoring web based tool called ‘Monitor’ which helped in consolidating various near real-time data and evaluating possible SLA violations with ONGC and the financial impact it may generate for CMC. This helped to find out which SLA terms were violated and how the situation could be improved or controlled in time.
MONITOR giving SLA violation and NPD details
CMC provides its expertise and experience while procuring IT investments. As CMC has contacts with national and international OEMs, it is in position to suggest ONGC the most cost effective and efficient IT investment recommendations.
Benefits to the client
Service desk consolidation: CMC consolidated the efforts of service desk with SLA linked performance monitoring web based tool. This tool provides different dashboard views to monitor and control the Service desk operations, financial impact of each and every call from different dimensions. There are more than 15 different ‘Non Performance Deductions’ due to different SLA violations. This tool provides a consolidated impact analysis to control the NPDs.
Standardisation, Speed and quality of operations: CMC standardised the operations and processes and brought in quality and adherence to timeline. After implementing ITIL, incident management, problem management, configuration management, change and release management, etc. saw drastic improvement in terms of speed and quality of operations. There was a marked improvement in the overall performance in the service chain.
Pan India Service: CMC has a strong support facility across India. It provides support services to the ONGC centres through length and breadth of the country.
Process compliance and user satisfaction: CMC was able to ensure process compliance which also helped in reducing cost considerably with the help of ‘Monitor’ the SLA based monitoring tool. It enhanced user satisfaction with close monitoring, reporting and control on the support functions. Service desk is the single point of contact for all the IT support needs of ONGC.
Better technology: The customer benefited by the implementation of NAP policy, WSUS server, upgradation of Trend Micro and AD server migration that is very helpful in proper patch management, virus and antispyware detection, security of the system, monitoring and access of internet resources if client meets the ONGC policy. Fine tuning of application and system processes to the www.ongcreports.net portal, continuous monitoring and fine tuning of system and application parameters benefited the customer in terms of getting 99.9% uptime of the applications.
Configuration Management Before ITIL After ITIL
% of CI’s with wrong attributes after checking 65 25 % of CI’s which is written in configuration
management database in comparison with all
other which is not written 10
70
% of solved problems which were solved proactively and reactively
Client testimonial
Good job done in respect to AD management and coordination for migration to new servers and pilot NAP implementation. Keep it up.
Amal Krishna, Chief Engineer (E&T), Corporate Infocom Services, ONGC
I would like to appreciate and put on record the expertise, sincerity, com-mitment and dedication of CMC team members for their excellent services during maintenance of computer hardware and peripherals at Rajasthan Forward Base, ONGC, Jodhpur. I would like to thank and appreciate their customer focus approach and necessary support. We expect the same level of support in future as well. PK Meena
SE (I), ONGC, Jodhpur
“
Excellent services during
maintenance of computer
hardware and peripherals
”
“
Customer focus approach
and necessary support
”
About CMC Limited
Incorporated in 1975, CMC is a pioneer Information Technology solutions provider in India (CMC Ltd is listed on NSE and BSE with symbol CMC) and is a subsidiary of Tata Consultancy Services Limited, Asia’s largest software Company. Operating out of 18 offices and 180 service locations in the country, CMC employs over 10,000 people and has a wholly owned subsidiary in USA called CMC Americas, Inc.
CMC’s vision is to operate globally and bring the benefit of Information Technology to improve the productivity of its customers and the quality of its customer’s products and services. CMC combines horizontal expertise in Information Technology with its vertical experience developed by working in a wide range of Industries.
For more information contact:
Email:[email protected]
Website:http://www.cmcltd.com
Corporate address:
Global Head Marketing & Strategic Communication CMC Ltd.
CMC House, C18, Bandra Kurla Complex, Bandra East, Mumbai, 400051
India
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