ALLIED DIGITAL SERVICES, LLC

Mazda North America Operations RFP Overview

Monday, April 7, 2014

ACCOUNT TEAMseparating us from the rest

Mike AllenVice President, Services

Sunil BhattChief Technology Officer

Stephen YingerService Delivery Manager

John KangetheSupervisor, Global Service Desk

Abdallah KarimPractice Manager, Global Service Desk

Steve BilbroughClient Solutions Director

Hubert WongVice President, Service Operations

Sair MuhammadExecutive Vice President, Sales

AGENDA topics to discuss today

1 2 3 4 5 6

About uswho is allied

Historywhat we’ve

done

Overviewour solution

Innovationsservice enhancements

Pricingquality service

Endquestions

COMPANY OVERVIEWwho is allied

founded in 1984; today, we cater to

10% of the Fortune 100

Operate in 190 locations in 35

countries

3,500+ employees

YOY growth of 50% & EPS

growth of 25%

ITIL/ITSM certified delivery processes

five service delivery facilities

ISO 20000-1:2005; ISO 27001: 2005

certified development

center, NOC, and SOC

Revenues over $175M

COMPANY OVERVIEWawards

• BEST VAR 2013 AWARD – VAR INDIA• TOP SOLUTIONS PROVIDER – DATA QUEST CHANNELS• SOLUTIONS CHAMP – MANAGED SECURITY SERVICES – DATA QUEST CHANNELS• MSP OF THE YEAR 2012 – LANDESK• CRITICAL DIFFERENCE PARTNER AWARD 2012 – EMERSON• CHANNEL WORLD PREMIER 100 – CHANNEL WORLD• MANAGED SECURITY SERVICE PROVIDER (MSSP) OF THE YEAR – FROST AND

SULLIVAN• BEST SOLUTIONS PROVIDER – ITPV• BEST MANAGED SERVICES PROVIDER – CRN EXCELLENCE• BEST UNDER A BILLION COMPANY – FORBES ASIA (3 YEARS IN A ROW)• CHANNEL EXCELLENCE AWARDS – DATA QUEST CHANNELS• COMPANY OF THE YEAR – CRN EXCELLENCE

ADiInfraDCOPS & NOC

ADiInfraStorage &

Backup

ADiInfraServer Support

ADiInfraNetwork

(Voice & Data)ADiInfra ADiCube

DR

ADiInfraInfra Apps

ADiInfraDC Migration

ADiInfraOptimize.

ADITaaS ITSM Basic

ADiTaaS ITSM Std.

ADiTaaS ITSM Ent.

ADITaaS ITSA ADiTaaS ADiCube

GRC & Quality

ADiTaaSTPO

ADiTaaSAction ITIL

ADiTaaSPredict IT

ADiUser GSD

ADiUserRDMS

ADiUserIMAC & Break-fix

ADiUserGSD in Cloud ADiUser ADiCube

Security Services

ADiUserVDI

ADiUserBYOD

ADiUserMPS

ADiPlantLarge Rollouts

ADiPlantConfig Center

ADiPlantStaging &

Warehousing

ADiPlantDisposal Services

ADiPlant ADiCubePMO & SDM

ADiPlantWOTS

ADiPlantBranch in a

Box

ADiPlantLogistics

Consulting

ADiAppsBPA

ADiAppsDev & Support

ADiAppsApp Ops

ADiAppsVertical

SolutionsADiApps ADiCube

ADiBoard

ADiAppsHorizontal Solutions

ADiAppsModernization

ADiAppsMobile Solutions

ADiCloudNavigate

ADiCloudTransition

ADiCloudManage

ADiCloudDFaaS ADiCloud ADiCube

Innovation & CSI

ADiCloudIaaS

ADiCloudPC as a Service

ADiCloudSaaS

IT Operations Tools Platform

End User Compute ServicesInfrastructure Services

Application Services Cloud Services Large Deployments

ADiCUBE - EXPANDED

FIELD SERVICES HISTORICALhow we’ve done

2009 2010 2011 2012 2013

Call Volume 77 36 65 215 216

25125225

Phone Support

2009 2010 2011 2012 2013

Call Vol-ume

2489 2099 2124 2249 2016

25012502250

IMAC

2009 2010 2011 2012 2013

Call Volume 2773 2169 1920 1102 1241

250

1750

Break Fix

GSD HISTORICALhow we’ve done

2009 2010 2011 2012 2013 2014

ASA

0.000185185185185185

0.000173611111111111

0.000127314814814815

9.25925925925926E-05

6.94444444444444E-05

9.25925925925926E-05

0:00:02

0:00:10

Average Speed of Answer

2009 2010 2011 2012 2013 2014

Abandon Rate

0.000185

0.03 0.0134 0.0044 0.0034 0.0012

0.25%1.75%3.25%

Abandon Rate

2009 2010 2011 2012 2013 2014

FCR

0.8543

0.8644

0.9608

0.9655

0.9548

0.9703

77.50%

87.50%

97.50%

First Contact Resolution2009 2010 2011 2012 2013 2014 Over

all2009 2010 2011 2012 2013 2014 Over

all

Average

4.54845768266821

4.67205133498486

4.60221532091097

4.45015097188149

4.49812810103744

4.58227374719521

4.55632242351199

Response Rate

0.08266398929049

53

0.15089402529437

4

0.22373540856031

1

0.18770146293082

1

0.2337128399747

0.22874251497006

0.18457504017012

7

0.251.753.254.75

2.50%

12.50%

22.50%

Survey Score

RDMS HISTORICALhow we’ve done

2011 2012 2013 2014

Average 1461 1526 1340 1269

100

500

900

1300

Asset Count History

GSD24x7x365: SPOC

RDMSField

Servicesat all Mazda locations & remote sites

• Domestic in USA• Hybrid (On-Shore/Off-Shore)• Off-Shore (Mumbai/Pune)

• Remote Support• Patching & Security Updates• Asset Management• Telecom Management• Break/Fix & IMAC Services• On-Site and Dispatch Resources• Technology Refresh Services• Software Image, VDI, & Telecom

Support

ADiUSER - SOLUTIONS OVERVIEWproposed solution

COVERAGE

SaaS-based ITSM & ITSA PLATFORM

BEST PRACTICE METHODOLOGIES

BUSINESS INTELLIGENCE ANALYTICS

MULTI-LINGUAL SUPPORT

SLA GOVERNED SERVICES

GL BAL SERVICE DESKwhat we do

TOTAL “CUSTOMER EXPERIENCE PROCESS”

HIRING & RETAINING TOP TALENT

INTEGRATED TOOLS

CUSTOMER LOYALTY

INNOVATIVE TECHNOLOGY & TRAINING

GL BAL SERVICE DESKdifferentiators

DEDICATED ON-SITE / FIELD DISPATCH SERVICES

HARDWARE & SOFTWARE REFRESH

TELECOM SUPPORT

VIRTUAL DESKTOP INFRASTRUCTURE SUPPORT

HARDWARE MAINTENANCE

IMAC SUPPORT

FIELD SERVICESwhat we do

REMOTE DEVICE MANAGEMENTanywhere in the world

RDMS Asset Management

Security Patch Management

Software Distribution

Discovery

Remote Control

LANDesk Data Analytics

Power Management

Software Compliance

Deployment Portal

around the clock monitoring

PROGRAM GOVERNANCEchecks and balances

Delivery Governance

ForumsParticipants

Frequency Inputs OutputsMazda ADSL

Strategic Governance

ExecutiveSponsor Meeting

SteeringCommittee

Meeting

Nominated by Mazda

CEO/CTO

Vice President Service Delivery

Once a yearStrategic key

performance indicatorsProvide Vision

Quarterly Business DriversCommitment &

alignment to goalsNominated by

Mazda

Operations Review Meeting

EngagementReview Meeting

Monthly

Monthly

Nominated by Mazda

Vice PresidentService Delivery,

Track Leads

Service Delivery Manager,

Account Manager

Critical path & Milestones, SLA

Performance reports

Monthly reports, SLAReport, non resolved

escalations

Progression plan,Service improvement

plan

Planning for changeIn scope,

Issue Resolution

Service Management

Change ManagementReview

Service Review Meeting

Service Delivery Manager

Weekly

Review and approveChanges to scope,

Review SLAs, service window

Service Delivery Manager

Weekly SLA examination,

Performance issues

Progress on projects, Day to day operational

Issues

Operations issue resolution, Fine tuning

Operations plan, Planning for project

schedules

Weekly

Nominated by Mazda

Nominated by Mazda

Nominated by Mazda

INNOVATIONSstaying ahead of the curve

ADiTaaSall-in-one tool

KNOWLEDGEBASEend-user knowledge

analytics & reportingextensive service level managementcentralized knowledgebase

multiple levels CMDB self-service software & license management

incident management problem management change management

request fulfillment mobile compatible web-based

ADiTaaSitsm tools platform – ITIL based

KNOWLEDGEBASEempowering users

Knowledge is

Power KB article

s

Web-Based

KB

Self-Servic

e

SMEs

Happy end-users

ENDmoral of the story

relationships that help bring out the best in all of us

uncompromising & unparalleled service quality

mutual success

Thank you for having us here today. Any questions?