intro to: transformational local it services provider driven by passion & empowered employees...
TRANSCRIPT
Intro To: <Customer name>
Transformational Local IT Services provider Driven by Passion & Empowered Employees
Solution Champ (Security) DQ Channels
Top Solution Provider DQ Channels
Honoree – Channel World Premier 100
Best Under a Billion Forbes
Best Managed Service Provider CRN
Best Service Provider DQ Channels
Recognized As Best Under A Billion By Forbes
Allied Digital – Who We Are
2
Born in 1984 with IT
Infrastructure DNA
Over 3,500+ Skilled, Certified & Passionate IT Professionals
Operate 190
Locations, 35 Countries Across
the Globe
One-Stop Business Partner for Enterprise &
Business IT
ITIL Service Delivery
Framework
Local IT Service Provider
Allied Digital – Who We Are ( Financials)
Revenues over USD 175 Million
YOY EBITDA Growth of 50%
EPS and Revenue Growth of More Than 25%
110,000+ Sq. Feet Delivery Facilities (2) in CA, USA; More in India
ISO Certified Development Center,
NOC & SOC
Listed in Major Stock Exchange
Reasons Why Allied Digital - Benefits
4
Sensitive to local culture Infrastructure is our DNA Small enough to care and big enough to deliver
Designated Hyper-care team
Very creative, innovative and localized HR
practices
US Datacenters in Irvine CA and Las Vegas, NV
More Reasons Why Allied?
In-house developed Industry standard Tools
platform (ADiTaaS)
Strength in technology, services driven approach
and empowered employees
Transparency and Flexibility in
engagements
Regionally aligned Account Management
Team
Matured & DR enabled Global delivery centers
USA, UK, Singapore, Australia, India
Operations Tools Platform
End User Services
Infrastructure Services
Cloud ServicesVideo
Surveillance & Access Control
ADiTaaS
ADiUser
ADiInfra
ADiCloud
ADiInsight
ADiCube 2.0 - Our Core Offerings
6Application
Services
ADiApps
Sample TOM Architecture in ADiCube 2.0
Network & Security (NSOC)
Command & Control Center
App OpsService Desk
1IT Infrastructure
Events
IT End Users
2Contacts
Applications
3Incidents
4Facilities
Events
IT Operations Tools Platform (ADiTaaS Optional)
GRC
Tools Admins
Training and KM
ProcurementDelivery
Managers
Cloud Mgmt.Storag
e & Backup
Windows, Unix & Legacy
Database & Middleware
Network(Voice &
Data)
Application Support Services
Transition & PMO
Hiring & Retaining
App Dev
Build Team/ Architects
Business Relationship Mgr.
Critical Incident Mgmt.
Svc. Readiness
DevOps
Hyper-Care
Deskside Services
Smart Hands, Break-Fix & IMAC
Emergency Response
Security Quality Depot & FSL Services
AV/ Phone Tech
LAB/ Engg Tech
Legend:
Remote (US, UK or IND)
Shared or Designated
L1 SupportL2 Support
Remote & Onsite
L3 Support
Onsite
Cross Functional Services
S S L L C factors decide boxes
Service Management
ADiTaaS – In-house Developed Tools
• ADiTaaS was developed to help ADSL with its own service transformation
• ADSL a leader in infrastructure services required an integrated delivery solution.
• ADSL required NOC and SOC services to be integrated with ITSM processes
• ADSL a leader in providing GSD services, required ITSM modules like incident management, service request and knowledge base for it's daily use.
• ADiTaaS was an ultimate solution that was developed to meet all the above needs , using a simplistic and scalable design and architecture.
• ADiTaaS with its integrated solution, now is used by 90+ customers for IT Operations
Mobile EnabledCloud or On-
premiseYour Choice
Pink Verification in progress
1. GSD ( Global Service Desk)
Domestic From
Americas
Hybrid (Onsite/ Offshore)
Offshore
2. Remote User-Device Management
Remote Support
Patching
Asset Mgmt
Security
Policy Mgmt
MDM
3. DSS,IMAC & Break-Fix (Strong in USA and India)
CORP: Dedicated Desk side Support
IMAC & Break-fix
STORE:DispatchSupport
ADiUser – End User ServicesEntry Point to End User & Branch/Store Incidents
9
Allied Experience• 250K Devices
• 300+ Languages
• 24 /7 /365 Coverage
• 1.5 Million+ Calls per Annum
• 98% US Zip coverage
• Smart phone• Transformation Services
• Store in Box• Config Center• GSD in Cloud
Legend
OP’s Preferred Partner
Entry Point Infrastructure Events
Global Centers, 24x7x365
NOC(Monitoring
)
DC Operation
sSOC
(Security Monitoring & Management
)
Managed Hosting
Devices and Services Management (ITSM, ITSA)Solution Architecture
Wintel/ Lintel/Unix
Firewalls
DC facilities
Storage
Backup & DR
Voice Network
Data Network
Contact Centers
Infra Apps and Business Service Management
AD/Email
Collaboration
SAP Basis DBA
Availability. Performance. Capacity Management
• 250K Devices Supported
• Datacenter in Las Vegas
• Second Datacenter in Southern California
• Industry Tools Integrated with ITSM Platforms
• Cloud Architects
• Datacenter Transformation Specialists
• Rapid Deployment of Staff
ADiInfra – Infrastructure Services
Global Depot Services for Customers
1. Product Receiving and
Labeling
2. Staging / Long-term
Warehousing
3. Config Center
(Imaging)
4. Shipping & Tracking
5. Field Deployment & Rollouts
6. Inventory Management
7. Asset Disposal
• ADiPlant is 50K sq ft factory in Riverside, CA• We have Depot in India• Europe and China will leverage
in country customer facilities
• Labor for all locations will be provided by Allied Digital• Dipot Services for all locations
will leverage physical space from Customer existing facilitates - Assuming 500 Sq. Ft space per countries with larger number of stores• Each Depot will function as
ADiPlant methodology
Large deployments/
Rollout / Returns
Capacity to do 20K Config. a
month
50K Sq ft area
200K pcs shipping an year
Certified professionals
I M pcs receiving capacity
According to state defined laws
,
Industry Solutions
Ready SolutionsCustom Product
Development
App Support
Onsite/ Remote Model
Areas Of ExpertiseCRM Solutions
Business Intelligence
Portals & CMSLegacy
ModernizationApplication Security
ERP ImplementationSystems
IntegrationMobile Apps
Specialty
Open Source
Technologies
Managed Applicatio
ns
Business Process
Automation
Digital Signage &
Video Conf
Sales Force Automation
Facility Access
Management
Warranty Management
Mobile Workforce Solutions
Warehousing & logistics
RAD, Agile. CMMi. Enterprise Architecture
SaaS Offerings
ADiApps – Rapid Application Deployment
ADiBoard - Transition Methodology
Ong
oing
Ope
ratio
ns Entry Criteria: Business
Requirement
Process:• Sales Due Diligence• Business Requirement Understanding• Co-Create Solution• Finalize Statement of Work
Exit Criteria: Executed SOW
Entry Criteria: Executed SOW or LOI
Process:• Operational Due Diligence• Project Kickoff Meeting• Develop Transition Project Plan• Validate Statement of Work• Establish Connectivity• Establish Facility Readiness• Resource Initiation• Conduct Client Ongoing Meetings• Design Process• Data Analysis and Configuration
Exit Criteria: Transition Project Plan
Entry Criteria: Transition Project Plan
Process:• Implement Plan• Knowledge Transfer• Data Analysis • Develop/Update SOPs• Initiate Reporting• Demonstrate Readiness• SLA Observance
Exit Criteria: Transition Completion Sign-off
Entry Criteria: Transition Completion Sign-off
Process:• Run IT Business • Monitor and Manage SLA• IM, PM, CM, SACM• Continuous Process Improvement
Exit Criteria: N/A
Sale
s an
d Co
nsul
ting
Sales Sales + PMO + Operations Team Steady State
Assessment Development Transition Operations
Each LOB(e.g HR) Utilizes Respective Project Plans to Transition Service for Client
Multiple Templates, Formats, SOPs13
DSS & IMAC Transition
Field Services Transition Plan
• Deploy an Experienced Transition Team
• Provide End-to-end Process Documentation
• Utilize Step-by-step Transition Plan and Schedule
• Continuous Monitoring and Quality Management
SAMPLE TRANSITION PLAN
14
Allied Digital Sample Clients – Strictly ConfidentialEduMPEIHLGovManfRetailBFSI
Allied Digital Sample Clients – Strictly Confidential
OthersMPEIHLGovManfRetailBFSI
Case Study – Taco Bell
About• Yum! Brands, Inc. is a Fortune 500 corporation that
operates or licenses Taco Bell, KFC, Pizza Hut, Wingstreet, Long John Silver's, and A&W restaurants.
• Worldwide revenues of $13B
• Taco Bell has ~4600 stores in US
Challenges
ApproachWorked to develop a Single Service Provider
(SSP) model to drive efficiencies
Created a transparent cost model to help achieve clients cost reduction goals
Identified “best of breed” solution providers vs. manufacture services
Results Single Source provider model Annual savings in the millions - 25% of
previous spent with multiple vendor model Improved store build & rebuild times Improved response time Increased systems up-time Increased per store sales revenue
FS
4500 Plus Stores Multiple service providers High cost support model Inflexibility Lack of transparency Poor performance Inefficient use of store managers time to trouble shoot issues across multiple vendors
Case Study – SCAG
About SCAG 750+ Servers, 3 generations of SAN
100 High Performance Workstations
Aging Infrastructure, Outdated Data enter
No DR
Objective – IT transformation and 5 year managed services contract (RFP)
Planning apps, DBs, Exchange, Sharepoint etc
Challenges Insufficient documentation Informal IT policies and procedures Almost 24x7 active jobs Non existent technology standards for
procurement Sub-optimal workstation usage Complex provisioning for scalability No security policy
Approach Tools-based rapid discovery and CMDB update
Standardized PC patch and Antivirus management
Architecture optimization and DC move
Disaster Recovery with RPO/RTO of < 2hrs
Over-the-wire P2V of servers with low downtimes
Results Improved IT value
Transformation - Data center hosted in state-of-the-art Las Vegas Super NAP
ITIL standards based Service Delivery
Improved service levels
Case Study – Union Bank
About Union Bank 15 Key Business Centers, 450 Branch Locations
9,000 Employees, 2500 Contractors
20,000+ PCs, 3500 Servers, 2100 Printers
Top 15 U.S. Banking Group
Objective – Top 10 U.S. Banking Group by 2017
Challenges Insufficient documentation Informal IT policies and procedures Complicated SOW/EMF procedures Strict technology standards for procurement Complex provisioning for scalability Strict security policy
Approach National dispatch to all locations
Project, daily operations, and TM support blended structure
Onsite dedicated PMO for easy engagement
Results Improved IT value
ITIL standards based service delivery
Improved service levels
Cost competiveness
GSD, NOC, SOC, RDMS
Case Study – Carter’sAbout carter’s inc. Challenges
Approach
Facilitated Total Case Management
Developed phased transition
Centralized support model, “train-the-trainer” approach.
Results
Increased Customer Satisfaction and Vendor satisfaction
ITIL standards based Service Delivery
Increased Service Desk calls from 2100 to 2800.
GSD
Apparel Manufacturer
8,600 employees globally
Mission Critical Environment
Cost of In-house solution was too high Needed 24x7x365 centralized support model. Streamline technology services Required Vendor Management Services; POS, Printers, etc…
Case Study – Columbia SportswearAbout Columbia Sportswear Challenges
ApproachProvided GSD Support from 6pm-6am
(After-hours)
Created Dedicated Skill-Set and Processes for Outages and VIP Support.
Results Transitioned from After-hours support to
overflow
Decreased Executive and Outages down-time
GSD
Global Company with manufacturing and distribution facilities spanning 3 continents
About 5,000 employees globally
Service Delivery Gap in after-hours support
Inefficient utilization of higher-level resources
Case Study – (Army Corps of Engineers)
About Windstream Support for Army Corps of Engineers
3,000+ Servers, 350+ Sites Nationwide
24x7x365 Support
Peripherals (Storage, and other devices) supported
Planning apps, DBs, Exchange, Sharepoint etc
Challenges Informal IT policies and procedures Almost 24x7x365 active jobs Parts procurement for aging equipment Complex provisioning for scalability Tight security policy Warranty support validation for equipment
Approach Rapid solution for break – fix issue
National dispatch to all locations
Customer access to CRM ticket creation and update
Blend of contract coverage and T&M support
Results Improved IT value
ITIL standards based Service Delivery
Improved service levels
Cost reduction
GSD, NOC, SOC, RDMS
American Dental PartnersAbout American Dental Partners
441+ Servers, Dell compellent SAN environment
4400 Workstations over 300 locations
Data Ctr., Minneapolis, MN. DR Data Ctr., Boston MA
Average 3200 service desk calls monthly
5 year managed services contract
Dental imaging apps and software DBs, Exchange, SharePoint etc.
Challenges Providing services to the client at their desired price
level Upgrading enterprise operating system upgrade in
nonstandard environment Bridging communication between service groups and
client Antiquated network with super scopes issues Contract renewal (potential of new outside bids).
Approach Providing hardware, software data analytics to provide
inventory and software license control.
To improve and assist customer with vulnerability patch compliance and software deployment
Remediate contract renewal 2015
Active Directory integration with CRM ticketing system
Results Provided reduction of service costs via volume
discounts
Bringing standardization to the environment via operating system.
Strengthen communications between service groups and customer via weekly touch point meetings
GSD, NOC, RDMS
Case Study – Infinia
About Infinia 2 locations – Kennewick, WA and Ogden, UT Data center poorly setup No IT staff left No processes Exchange/AD, Sharepoint, databases, apps
Challenges Low funding from PE, IT budget cut Due to PE acquisition, critical IT staff had left No formal documentation Out of warranty infrastructure with frequent outages Aggressive PE optimization plan
Approach Rapid discovery/reverse engineering Cleaned-up server, AD setup Improved reliability and uptime Moved data center to Ogden Optimized network, backup Implemented managed services Onsite Helpdesk Agent and Deskside Support
Results Best practices based improvements Improved services levels Cost savings – 30%+ Transitioned from in-house and 3rd party provider Implemented GSD within 45 days Developed SOPs Staff Augmentation to replace outgoing IT management
GSD, NOC
Case Study – EQECat
About Eqecat Subsidiary of ABS Consulting Group Risk management software provider for insurance, reinsurance and
financial clients Risk modeling services for catastrophic events Innovation is critical for business Development Teams located in Irvine and Oakland
Challenges Short development timeframe Limited resources Legacy Architecture Unsuccessful introduction of a new technology Distributed resources
Approach Proof of concept for new architecture Technical Leadership for the team Industry Standard Tools and Frameworks Agile Software Development Unlimited pool of development resources
Results Standardized client’s architecture and development platform Seamless integration with other modules Provided cost effective, high quality development resources Project (RQE) completed on time with 100% customer
satisfaction.
Application Design, Development and Management
Case Study – Nike
About Nike – Leading athletic apparel manufacturer 370 stores globally Exchange/AD, network, databases, apps, virtualization, handheld
devices, payment terminals, kiosks, ticket printers, loss-prevention systems, work force management systems, etc.
Challenges Very high availability requirement Infrastructure distributed at stores in addition to the data center Coordination with local vendors Proactive support a must PCI-compliance
Approach Staffing with engineers with 15+ years experience Structured orientation program Effective communication and documentation procedures Formal Project and Delivery Management Monthly reviews and brainstorming Backup resource pool
Results Cost savings Transitioned from in-house support Improved service levels Nike management can focus on strategic business rather than IT
infrastructure
ADiInfra
Case Study – Lam Research
Multiple service providers High cost support model Inflexibilit Lack of transparency Poor performance Inefficient use of store managers time to trouble shoot issues across multiple vendors
Challenges
Approach Began process auditing, implement system changes, and maintain and improve
the Quality Management System
Regular Customer Satisfaction and NEFCR reviews, pushed for tasks from other vendors
Rapid and scalable integration with customers ever changing business needs
Results Solid performance history = perfect choice during 50% growth
Integrated customer survey system & feedback audit process
Doubled overall FCR in a span of 18 months (~30% to ~60%), Projected annual savings of $1.1M
Transitioned help desk from 3rd party provider
Global Company with manufacturing facilities
spanning 3 continents Rely on external service providers to run their
IT busines
Incumbent service provider failures (high costs, inflexibility, lack of transparency, poor performance)
Inefficient utilization of higher-level resources
Requires continues change and improvement to processes and systems
Requires on-demand scalability
About Lam Research
Global Company with manufacturing facilities
spanning 3 continents
Rely on external service providers to run their
IT business processes and infrastructure
Evolving business model and company
acquisitions
Case Study – Mindspeed
About Mindspeed Challenges
Approach Facilitated transition for on-boarding Minimized disruption of service Performed “as-is” knowledge discovery
Results Seamless transition from incumbent ITIL standards based Service Delivery Improved service levels
NOC
Semiconductor manufacturer
550 employees around the globe
Undergoing IT Transformation
Mission critical Lotus Notes Environment
Incumbent contract had ended already Lotus Notes environment undocumented and out-of-support from OEM Mix of Blackberry, Sametime, Traveler, Domino and Emailxtender servers
Servers running old OS versions
Case Study – Lone Star
About Lone Star 500+ Servers, older SANs 200+ restaurant locations, 3 regional offices Dynamic IT due to stores closing/opening Data Center in Tornado risk area (Wichita , KS) Unpredictable cost, non-optimal resources pool Exchange/AD, Sharepoint, databases, apps
Challenges Almost 24x7 IT availability required Due to PE acquisition, critical IT staff had left No formal documentation Out of warranty infrastructure with frequent outages Aggressive PE optimization plan No automated tools to push updates
Approach Deployed specialist team Service Desk live within 2 months Mixed approach P2V using over-the-wire P2V and transition
servers Experienced managed services team sets-up new stores (store-in-
a-box)/back house setup
Results Improved IT value with Transformation ITIL standards based Service Delivery Improved service levels Data Center moved to our Tier 3+ Irvine Co-lo Built-in DR in Scottsdale, AZ 100+ SOPs in use
GSD, RDMS, NOC, Data Center Virtualization
Case Study – Infinia
About Infinia 2 locations – Kennewick, WA and Ogden, UT Data center poorly setup No IT staff left No processes Exchange/AD, Sharepoint, databases, apps
Challenges Low funding from PE, IT budget cut Due to PE acquisition, critical IT staff had left No formal documentation Out of warranty infrastructure with frequent outages Aggressive PE optimization plan
Approach Rapid discovery/reverse engineering Cleaned-up server, AD setup Improved reliability and uptime Moved data center to Ogden Optimized network, backup Implemented managed services Onsite Helpdesk Agent and Deskside Support
Results Best practices based improvements Improved services levels Cost savings – 30%+ Transitioned from in-house and 3rd party provider Implemented GSD within 45 days Developed SOPs Staff Augmentation to replace outgoing IT management
GSD, NOC
Case Study – Carter’s
About carter’s inc. Challenges
Approach Facilitated Total Case Management Developed phased transition Centralized support model, “train-the-trainer” approach.
Results Increased Customer Satisfaction and Vendor satisfaction ITIL standards based Service Delivery Increased Service Desk calls from 2100 to 2800.
GSD
Apparel Manufacturer
8,600 employees globally
Mission Critical Environment
Cost of In-house solution was too high Needed 24x7x365 centralized support model. Streamline technology services Required Vendor Management Services; POS, Printers, etc…
Case Study – Omnitrans
About OmniTrans 200+ servers, 5 SANs with 50TB data Aging hardware and data center Unpredictable IT costs Ambitious customer service improvement plan Exchange/AD, Sharepoint, databases, SAP, apps
Challenges Budget cuts due to California situation Demanding users, used to culture of in-person IT support Out of warranty infrastructure with frequent outages Unreliable network and performance
Approach Re-hired key IT staff On-boarded as-is IT support (excluding apps) Upgraded WAN (hardware and MPLS) and LAN (including wireless) Data center migration from on-site to Irvine co-location (in progress)
Results State-of-the-art UCS and Dell based infra Network upgrade – Cisco and MPLS IT Cost reduction approximately 35% Improved Service Desk and desk side support RDMS Built-in DR in Scottsdale, AZ
Case Study – Lonestar
About Lonestar 152 restaurants nationwide
Challenges Insufficient documentation Informal IT policies and procedures Needed 24x7x365 support Needed Vendor Management, end-to-end IT Support POS Systems, DirectTV, Back-office Support, Store support
Approach Developed Technical Documentation for vendor support and
management. Disaster Recovery response time less than 15 minutes.
Results Transformation - providing end-to-end IT Support Improved service levels and vendor support Decreased transition time for new stores
GSD
Case Study – Nike
About Nike – Leading athletic apparel manufacturer 370 stores globally Exchange/AD, network, databases, apps,
virtualization, handheld devices, payment terminals, kiosks, ticket printers, loss-prevention systems, work force management systems, etc.
Challenges Very high availability requirement Infrastructure distributed at stores in addition
to the data center Coordination with local vendors Proactive support a must PCI-compliance
Approach Staffing with engineers with 15+ years
experience Structured orientation program Effective communication and documentation
procedures Formal Project and Delivery Management Monthly reviews and brainstorming Backup resource pool
Results Cost savings Transitioned from in-house support Improved service levels Nike management can focus on strategic
business rather than IT infrastructure
ADiInfra
Wor
k in
prog
ress
Case Study – Taco Bell
About Yum! Brands, Inc. is a Fortune 500
corporation that operates or licenses Taco Bell, KFC, Pizza Hut, Wingstreet, Long John Silver's, and A&W restaurants.
Worldwide revenues of $13B Taco Bell has ~4600 stores in US
Challenges
Approach Worked to develop a Single Service
Provider (SSP) model to drive efficiencies
Created a transparent cost model to help achieve clients cost reduction goals
Identified “best of breed” solution providers vs. manufacture services
Results Single Source provider model Annual savings in the millions -
25% of previous spent with multiple vendor model
Improved store build & rebuild times
Improved response time Increased systems up-time Increased per store sales revenue
FS
4500 Plus Stores Multiple service providers High cost support model Inflexibility Lack of transparency Poor performanceInefficient use of store managers time to trouble shoot issues across multiple vendors
Case Study – SCAG
About 750+ Servers, 3 generations of SAN 100 High Performance Workstations Aging Infrastructure, Outdated Data
enter No DR Objective – IT transformation and 5
year managed services contract (RFP) Planning apps, DBs, Exchange,
Sharepoint etc
Challenges Insufficient documentation Informal IT policies and procedures Almost 24x7 active jobs Non existent technology standards for
procurement Sub-optimal workstation usage Complex provisioning for scalability No security policy
Approach Tools-based rapid discovery and CMDB
update Standardized PC patch and Antivirus
management Architecture optimization and DC move Disaster Recovery with RPO/RTO of <
2hrs Over-the-wire P2V of servers with low
downtimes
Results Improved IT value Transformation - Data center hosted in
state-of-the-art Las Vegas Super NAP ITIL standards based Service Delivery Improved service levels
Case Study – Carter’sAbout Challenges
Approach Facilitated Total Case Management Developed phased transition Centralized support model, “train-
the-trainer” approach.
Results Increased Customer Satisfaction and
Vendor satisfaction ITIL standards based Service
Delivery Increased Service Desk calls from
2100 to 2800.
Apparel Manufacturer 8,600 employees globally Mission Critical Environment
Cost of In-house solution was too high Needed 24x7x365 centralized support model. Streamline technology services Required Vendor Management Services; POS, Printers, etc…
Case Study – Columbia SportswearAbout Challenges
Approach Provided GSD Support from 6pm-
6am (After-hours) Created Dedicated Skill-Set and
Processes for Outages and VIP Support.
Results Transitioned from After-hours support
to overflow Decreased Executive and Outages
down-time
Global Company with manufacturing and distribution facilities spanning 3 continents
About 5,000 employees globally
Service Delivery Gap in after-hours support Inefficient utilization of higher-level resources