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Global Command Center

-Executive Summary

Copyright. 2003 Wipro Proprietary.

This document contains the confidential and proprietary information of Wipro Limited. No part of this

document (including any designs) may be reproduced in any form, published, broadcasted or transmitted

or have an adaptation made of it, except with the written permission of Wipro Limited.


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Wipro Technologies 02 of 09

IT Infrastructure Management

In the past, IT organizations were internally focused and concentrated on technical issues. However withthe growing dependence of business on IT, there is a higher expectation towards the quality of ITservices and these expectations are constantly increasing with time. To measure and match up tothese expectations, it is important for IT organizations to concentrate more on service quality and adopt

a customer oriented approach. A business like attitude to the provision of service and cost associatedwith these has become a top priority on the agenda for all businesses.

To deliver business like services it is imperative for IT organizations to build a system and servicemanagement framework. System management is the use of enterprise management tools to identifyproblems, detect inefficiencies, and take corrective action on a proactive basis. Service management isfocused on the customers requirements and implies that the customer requirements are known and notassumed. It is designed around maximizing the availability, responsiveness, cost effectiveness, andhigh quality service to the customers at an agreed upon cost level. The different processes and activitiesinvolved in using a Service management approach are illustrated in Figure 1.

Some of the benefits of IT infrastructure management using system and service management frameworkare:

Improved quality of service more reliable business support

IT service continuity procedures are more focused, and higher confidence in the ability to follow them

Clearer view of current IT capability and opportunities where changes can bring about most benefits More motivated staff; improved job satisfaction through better understanding of capability and better

management of expectations

System led benefits for example, improvements in security, accuracy, speed, availability as requiredfor the required level of service

Enhanced customer satisfaction

Service Delivery Processes

Security

Management

Service Level Management

Service Reporting

CapacityManagement

Availability

& Continuity

Management

Financial

Management

Control ProcessesConfiguration Management

Change Management

Release

Processes

Release

Management

Resolution Processes

Incident Management

Problem Management

Relationship

Processes

Business

Relationship

Management

Supplier

Management

Figure 1: Service Design and Management Processes


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Wipro Global Command Center (GCC)

Management Service Providers deliver information technology (IT) infrastructure management services tomultiple customers over a network on a subscription basis. MSP operates similar to Application ServiceProviders (ASPs) in that they deliver services via a network that are billed to their clients.

As one of the worlds leading providers of IT services Wipro has been in the IT Infrastructure Supportbusiness for over two decades catering to the needs of fortune 500 companies. Wipro offers a completeIT Infrastructure Management Solution through our state of the art Global Command Center.

The NOC in U.S and U.K are equipped with Enterprise Management Framework ensuring that the coremanagement setup remains close to customers and also in providing Inter-continental Global DisasterRecovery capability to Wipros GCC. The NOC setup helps in faster root cause analysis and in prioritiz-ing tickets based on business impact.

Wipro has an impressive Global Delivery Model with NOC locations in U.S and U.K and POP locationsin U.S, U.K and Japan (Fig. 3). The NOC and POP locations are connected to Global Command Centerin India through High Availability links using multiple service providers, media and point of landing.

1. Indiaa. Bangalore (HQ)

2. U.S.Ab. Mountain View (HQ)c. Redwood Cityd. New York3. U.K

e. London (HQ)f. Reading

4. Japang. Tokyo (HQ)

5. China6. Hong Kong

7. Australia8. New Zealand9. Korea10. Malaysia11. Taiwan12. Philippines13. Indonesia14. Thailand

15. Vietnam16. Ireland

2

16f

a1

e

5

11

1215

14

13

10

7

8

6

9

g4cb

d

Global Command Center

NOC

POP Location

Development Centers

Figure 2: Global Command Center

Figure 3: Global Delivery Model


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GCC What we can manage?

The vision of Wipros Global Command Center is to offer services based on World class infrastructure,Industry expert skills and proven process oriented stable operations. We offer remote managementservices for elements like :

Network: Cisco, Nortel, 3Com, Cabletron, Alteon, Juniper, F5, Foundry Networks

OS: All Unix variants SCO, AIX, HP-UX; DEC-VMS, NT 2000 & WS, Novell Netware, Linux etc

Database: Microsoft SQL, Oracle etc

Applications: Exchange, and Lotus Notes etc

Storage: NetApps and EMC etc

Security: Checkpoint, Cisco PIX, Nokia, Gauntlet etc

GCC Service Offering

Monitoring

Network and other IT infrastructures are monitored continuously. Based on the thresholds sets, auto-matic alerts are generated. This proactive method helps in detecting the problem even before the link orcomponent actually goes down. Monitoring services can be for any service window (e.g. 9x5, 16x6,24x7). Monitoring activity is most cost effective when done offshore.

Administration

Administration activity is a typical process document based activity, which is done at defined frequency ortime frame based on the processes defined. Some of these activities can be automated using scripts ortools. Routine administrative activities can be done offshore.

Diagnostics

Diagnostics Service can be classified as proactive maintenance services and fix-on-fail services. Proactive

maintenance service is a checklist-based activity, which is done periodically, or on alerts generated by themonitoring services. Scripts/tools can be used for proactive services. Fix-on-fail service is to rectify faultsthat are possible to be rectified remotely. The aim of diagnostics service is to minimize the un-scheduleddowntime.

Trend Based Consultancy

Data collected from monitoring, administration and preventive maintenance services can be very valuable.These are like nuggets of gold. Based on these historic data, trend based consultancy can be done.

GCC Technology

The Global Command Center deploys latest management software and hardware from leading product

vendors for providing Monitoring and Management of Networks, Systems, Applications, Security andWeb supported by strong service management and Help Desk platform.

Systems Management:

HP Open View Operations Management Framework containing OV Operations, Network NodeManager (NNM), Service Information Portal (SIP)

Zen Works for managing Novell Platform

Cisco WAN Manager

3Com Transcend Manager

Strata view Plus

Logec for Event Correlation and Event Suppression


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Internet Services:

HP OV Internet Services (OV-IS)

Security Management:

Internet Security Systems (ISS)

Service Management:

Remedy Action Request System (ARS) Tel Alert E-Dashboard

GCC infrastructure

Wipro delivers its infrastructure management services through its state-of-the-art Global CommandCenter from India with Point of Presence (POP) locations in US of A, UK and Japan. The POP locationsare equipped with HP-OV management servers to handle the traps of the monitored elements in thegiven region and perform basic event correlation and event suppression functions. This ensures localiza-

tion of management traffic of customers to the respective POP servers thus resulting in valuablesavings on bandwidth. POP management servers are in turn integrated with Remedy ARS Server in theGlobal Command Center in India and the engineers in GCC get a notification of trouble ticket andproceeds to take appropriate action.

GCC Architecture

Figure 4: GCC Architecture

Web Server

ManagementHelp Desk

Help DeskDatabase

Integrated Database

Backup

ManagementBilling

Asset

Management

Database

Management

Server

Management

Performance

Reporting

Service Portal

Escalation

Management

SLA

Management

Network

Management

Security

Management

Remote

Control

Mail

Management


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GCC Quality Process & Framework

Wipro adopted and obtained an organization wide ISO certification in 1995. Wipro has been a trendsetteras far as quality focus is concerned. Wipro became the worlds first SEI-CMM Level 5 company in 1998.

Wipro went on to add PCMM Level 5 and CMMI during subsequent years as depicted in figure 5.

As depicted in the Figure 6, GCC follows ITIL (IT Infrastructure Library) framework to develop its processframework. ITIL has become the world wide defacto standard in IT service management. In the ITinfrastructure management space, Wipros goal is to focus on ISO 9000 and BS15000 certificationsbased on ITIL standards. Having obtained ISO certification for Infrastructure practice, Wipro is pursuingto obtain BS15000 certification for its Global Command Center as and when it is released by iTSMF ofUK. Wipro continues its journey to retain its global leadership in the quality journey.

Figure 5: Milestone of Wipros Quality Journey

GCC Service Offerings

Service Delivery

Service Support

Service Level

Management

Capacity

Management

Availability

Management

Business

Continuity

Financial

Management

Change

Mgmt

Problem

Mgmt

Help

Desk

Release

Mgmt

Config

Mgmt

KAP

Onsite Remote

Pilot

Prodn.

CUSTOMER

USE

R

Figure 6: GCC Process Framework


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GCC Security Framework

Figure 7: GCC Security Framework

As depicted in the Figure 7, Wipro has a comprehensive Security Framework deployed to ensure thatthat security is addressed in every aspect. Wipro is actively pursuing BS7799 to obtain global certifica-tion on highest security standards. Customer benefit of this effort is a highly secured environment and a

peace of mind.

GCC - Key Differentiators

State-of-the-art facility

Innovative Architecture GCC in India with PoP Locations in US, UK and Japan Quality driven organization Guaranteed Service Levels One-Stop Solution provider 2 decades of IT Infrastructure Management expertise Best-in-class tool sets Vendor Plural Management Focus is to address customer needs Not married to any specific

tool set Continuous Technology Tracking and deployment of latest tool set Global presence with an impressive customer base in US, UK and Japan Has the largest base of infrastructure elements being managed compared to any other player in India Experience of having handled large projects and Global customers.


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GCC Fact Sheet as on Feb 2003

Coverage: 16 countries NOCs: 2 - US & UK POPs: 3 - US, UK & Japan

Elements Managed from GCC: 3200 networking elements 620 production servers containing NT, Novell, various flavors of UNIX 50 database servers Remote Monitoring of 10,000 mail boxes User Administration of 6700 users Anti-Virus Management and Back-up Restore Services for over 16,000 users

Alliance with leading Technology Vendors:

In Summary

Wipros Global Command Centers vision is to offer services by using:

1. World Class infrastructure

2. Industry Expert skills

3. Proven Process Oriented Service Operations

and

4. Backed by principals

to ensure the best way of delivering IT infrastructure management solutions.


Figure 8: Key Alliances


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Worldwide HQWipro Technologies,Sarjapur Road,Bangalore-560 035,India.Tel: +91-80-844 0011.

U.S.A. U.K. FranceWipro Technologies Wipro Technologies Wipro Technologies1300, Crittenden Lane, 137 Euston Road, 17, Square Edouard,Mountain View, CA 94043. London, NW1 2 AA. VII, 75009 Paris.Tel: (650) 316 3555. Tel: +44 (20) 7387 0606. Tel: +33 (01) 5343 9058.

Germany Japan U.A.E.Wipro Technologies, Wipro Technologies Wipro LimitedAm Wehr 5, # 911A, Landmark Tower, Office No. 124,Oberliederbach, 2-1-1 Minatomirai 2-chome, Building 1, First Floor,Frankfurt 65835. Nishi-ku, Yokohama 220 8109. Dubai Internet City,

Tel: +49 (69) 3005 9408. Tel: +81 (04) 5650 3950. P.O. Box 500119, Dubai.Tel: +97 (14) 3913480.


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