Overview

Customer: a world leading car

manufacturer

Country: Headquarter in 24x7 Remote Support Service for

Germany, regional headquarter in
Singapore
Industry line: Manufacturer
Customer Profile
The customer in this case study is
a famous car manufacture being
present worldwide.
Business Situation
The IT infrastructure of the
Customer in the APAC region
includes about 600 servers, that
provides IT operation for the entire
company. These WinTel-platform
based servers need 24x7
maintenance and support service
for their non-stop normal
operation.
Solution
FPT-IS sets up a separated service
center fully equipped with high-
tech IT and facility devices,
redundant leased line internet
connection. Qualified engineer
team working 24x7 ensures non-
stop L2 remote support service for
the whole APAC region.
IT infrastructure of the Customer
in entire APAC Region
The Customer is a famous car manufacturer that has its head quarter in
Germany and offices and plants operating in many locations in the world. To
perform its business activities with the centralized control from the
headquarter, the customer utilizes large scale IT systems and networking
infrastructure in the locations it has present, which are interconnected and
overseen by the IT head office in Germany.
After a thorough site survey and human resource evaluations, the Customer
chose FPT as a partner to outsource 24x7 managed service for WinTel
servers (Intel-based and running on Windows platform) in APAC region,
which includes around 600 servers.
To meet the requirement, FPT built a dedicated service center and organized
a highly qualified engineer team to provide the support service. The service
provision is of excellent quality, fully met the SLA (Service Level Agreement),
keeping the non-stop normal operation of the server pool and in turn of the
business activities. The Customer is well satisfactory with the managed
service provided by FPT.

Project duration
2008 November – 2009 December

Benefits
 Cost reduction through labor
arbitrage and utilization
 Highly skilled technical
resources available 24/7/365
 SLA-based and proactive
responses to incidents and
problems
 Full security assurance

FPT Information System, 101 Lang ha street, Hanoi, Vietnam

Business situation
The Customer has its headquarter in Germany
and offices and plants operating in many locations in
the world. To perform its business activities with the
centralized control from the headquarter, the
Customer sets up IT systems and networking
infrastructure in the locations it has presence, which
are interconnected and controlled by the IT head
office in Germany. IT policies and applications are
uniquely applied to all the local offices and factories.
To handle such a complex and large scale IT
infrastructure and keep it in smooth operation, the
Customer needs to have help desks and support
teams in various specific infrastructural areas such us
networking, application imaging, Wintel-based
systems, application virtualization etc.
Among the before-mentioned support teams, the
WinTel support is responsible for the entire server
system that is Intel-based and runs on Windows
platform. Only for the APAC region, the system
already includes around 600 servers, that need to be
treated by 24x7 support service. For this APAC
region, the customer decided to outsource the Level 2,
24x7 remote support service to a qualified third party
vendor. After a thorough site survey, human resource
and related skillset evaluations, the Customer decided
to choose FPT as a partner to provide managed
service for WinTel servers in APAC region.
Business solution
To provide a stable WinTel support service, FPT
has applied a practical service delivery model, which
Service Delivery Model for the remote managed service provisioning
has the two vital building blocks: Two-phase
implementation of remote service provisioning and
Synchronized on-side and offshore management.
Two-phase implementation of service
provisioning: to implement the remote support
service, the service delivery is divided into two
phases: transition phase and operation phase. In the
transition phase all the necessary preparations are
made. This includes a separated physical service
center setup, redundant networking connectivities
(i.e, VPN connections over Internet leased lines)
creation, adequate human resources selection and
training, standard processes and procedures
preparation, responsibility and KPI (Key Performance
Index) assignment for the stakeholders, SLA (Service
Level Agreement) for the support service. In the
operation phase, actual activities of remote managed
services are performed via 24x7 operation of the L2
service center. This contains escalation and resolution
for incoming incidents, problem management and
root-cause analysis; change and configuration
management (including provisioning and
performance impact analysis), trend analysis,
reporting and recommendation for improvements.
Synchronized on-side and offshore management:
FPT deploys an on-site coordinator sitting at the
Customer’ premise in Singapore. The onsite
coordinator acts as a fast message delivery point
between FPT and the Customer, recommending and
implementing quick resolutions for onsite situations,
coordinating the FPT’s onsite team during their
 Networking connectivity for the remote service center in Vietnam
training in transition phase. At the offshore side in
Vietnam, a well-defined project structure is created to
arrange tasks and overall management. Besides the
team performing remote managed service,
management synergism is created. The whole mission
with the Customer is treated as a project, therefore the
project management board consists of a project
director, a project manager, and line managers. The
project director is a person from top management
board, who has authority to make fast decisions on
critical issues. The project manager is an experienced
person in the field, who is responsible for daily
oversight of the project. The line managers from
related divisions, from which the service team
members come, are also involved closely in the
project management board, facilitating thus the
working process efficiency.
Business Benefits
By using support service of FPT team, the customer
benefits from the following key points.
Cost reduction through labor arbitrage and
utilization
By outsourcing the L2 support tasks to FPT team
working in the service center located in Vietnam, the
Customer gains a significant cost saving comparing to
having doing it by themselves. The Customer can
utilize much more efficiently their budget for IT
infrastructure section, as they can exploit the saving
to other critical business operations. Moreover, of the
most important is that the saving is produced not at
the expense of quality, i.e. the Customer still has the
same or even better service quality for the WinTel L2
support.
Highly skilled technical resources available 24/7/365
The FPT staff members working in the WinTel
support team are highly qualified. They meet the
strict skillset requirements of the Customer. In fact, all
the team members have to pass two rounds of
selection: one is the internal selection performed by
FPT and another one is the selection made by the
Customer. The team members work in a 12-hour shift
manner, covering 24 hours per day, 7 day a week.
SLA-based and proactive responses to incidents and
problems
The job of the WinTel L2 support team is to ensure
normal and smooth operation of all the servers
(around 600) in the APAC region. As so, all the
incoming incidents that belong to WinTel support
team are completely resolved in a way complying
with the predefined SLA given in the next Table,
where incidents are categorized into 4 levels with
regards to its severity and committed
response/resolution time.
Incident Response/Resolution time
category
P1 15 minutes/4 hours
P2 1 hours / 6 hours
P3 4 hours / 3 days
P4 1 day /as agreed
SLA for handling incidents
Moreover, the L2 support team also carries out system
analysis and makes change requests and in turn
actions if necessary to proactively prevent possible
incidents from happening. Such proactive responses
are continuously initiated and corresponding actions
are achieved in time, better ensuring normal
operation of around 600 servers in APAC region.
Full security assurance
Once trusting FPT in providing remote support
service, certain internal data of the Customer are
assessable for the FPT L2 support team. Despite of
this fact, the Customer’s data is in perfect safe. It is
assured from two angles, namely physical security
and IT-based security assurance. The dedicated
service center is located inside our company’s
building, thus receives 24x7 guarding. No one can
enter the service center without showing the staff
namecard to the guards and having his/her keycard
to the service center. As far as the IT security
 concerned, each personal computer/laptop is
equipped with antivirus program, preventing it from
data hackering. Moreover, only the owner for that
personal computer/laptop can log in with the
username/password assigned to him/her by the the
Customer’s administrator. Each person working in
the service center must sign a NDA (Non Disclosure
Agreement) with the Customer, committing to keep
all the business data confidential and takes full legal
responsibility for any breaches. In parallel, at the
company level, FPT and the Customer also sign the
NDA that requires each partner to treat business data
of each other confidentially and only for contracted
purposes.

Software and Services

 Products  Services
− Microsoft products (Exchange − 24x7 WinTel support service,
Server 2003 Enterprise Edition, including troubleshooting and
Microsoft Windows Server performance optimization
2003 Enterprise Edition)
− BMC User Remedy
− Lotus notes collaboration Hardware
framework  Servers (mostly from HP) that are
Intel-based and run on Windows
 Technologies platform.
− Microsoft technologies: Active
Directory, MOM, Windows
Server 2003…
− HP OpenView
Contacts − Server hardware configuration
FIS head office:
− Virtualization technologies
101 Lang Ha street, Hanoi, Vietnam
(VMWare, MS Virtual Server)
Tel: (+84) 4 5626000
Fax: (+84) 4 5624850
Web address: http://www.fis.com.vn