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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 Integrated Operations Management Services (IOMS) 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.
Need for
We asked CIOs the following questions, to arrive at the rationale behind this integrated solution.
Integration
Wont it be costoptimized for you to consolidate all infrastructure and application operations under one team?
Wont it provide operational excellence to your business by measuring response time SLAs for Business Wont it be applications? faster for you if most of your incidents are solved by the first team receiving it?
Cost Optimization
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.
Infrastructure L3 L2 L1
Integrated Operations
L3 L2
Operational Excellence
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. Transaction & Process Flow Tracking Auditing & Logging
Log end-to-end message trails for compliance (SOX, Patriot Act, etc.) as well as diagnostics
Monitoring of message flows in real-time Track start -to-finish response times Monitor for exceptions
Online processes
Background processes System wide queue length Program errors Aborted jobs
System errors Software code errors Aborted batch jobs Update errors System log messages
Application Monitoring
Dialog response time Network time Standard response time Users logged on
Infrastructure Monitoring
Storage
Desktop
Faster Resolution
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. Infrastructure Operations Batch Scheduling DB Operations OS Operations Backup
Application Operations Technical Administration Release to Production Output Device Management Upgrade / Refresh Security Administration User Administration Patch Administration Performance Management
SLA ITIL
HCL IOMS
Service Catalogue
Integrated Operations
Monitoring
4 End User
Incident Management
4 Alert Handling 4 SOP Based
Administration
4 Data Fixes 4 Archival/Backups etc 4 Master Data Config 4 Patch Management 4 Interface Mgmt 4 Production Support
Troubleshooting
4 Interface Issues 4 Deployments 4 Diagnostics 4 Problem Identification 4 Root Cause Analysis 4 Problem Resolution
Reporting
4 Adhoc
Transaction Monitoring
4 Log Monitoring 4 Session
Reporting
4 Parameters &
Resolution
4 Ticket
Frequency Reporting
Assignment
4 Ticket Triaging 4 Escalation
4 Real Time
Monitoring
4 Process
Monitoring
Management
Operations
4 Usage Patterns
4 Application
Deployments
Services
Incident
4 End User Centric Approach 4 ITIL Based Service Delivery
Problem
4 Real Time Ops Culture 4 Tool Based Approach
Change
Release
4 Reduced Costs of Operations 4 Proactive Performance Management
Application Tracks
Infrastructure Tracks
IOMS delivered
across verticals
Industry Vertical
Manufacturing
Retail
{ {
{
Customers
Applications Environment
4 Packaged & Bespoke Application
Mean Time to Mean Time to Resolve in hrs Resolve in hrs (Before HCL) (After HCL)
Support
E-commerce websites
4.34
3.23
support services
Leading Retail Creation of operation procedures Giant in Europe 4 and knowledge bank for end users design and operation
NA
3.56
support services
{ {
{
(Documentum, ATG, SunOne, BEA Web logic, Web methods etc.) JDE, SIEBEL)
4.21
4.11
BFSI
ER, SAP, TNG/Peregrine/ Opalis /EDM/Exec View/OEM/ Veritas/ Docucorp/ Documaker RP/Trillium/Actuate/ Cognos Reporting
3.47
3.21
6.54
3.23
IBM MQ, MS MQ, MS CMS, Share point Portal Server, IIS servers etc
Integrated Operations Management Services Green Datacenter Services Managed Mainframe Services
Network Services
Security Services
Industrialized IT Management
Optimized | Flexible | Centralized & Standardized | Business Aligned
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