International Association of Outsourcing Professionals (IAOP)Chicago Chapter, Midwest Chapter, Cloud Computing Chapter and Tools & Technology Innovation Chapter presents: One-day IAOP Member Forum on “Use of Advanced Tools & Technologies in Outsourcing”

10:10- 11:00 am session:

Impacting Business Outcomes Through Cloud-Based Service Delivery

1

© Mahindra Satyam 2010

Through Cloud-Based Service Delivery

Prem ShankerVice President, Mahindra Satyam

10th November, 2011

– An Overview

Part of $13 B Mahindra Group

Along with parent company $2.5 B

Business § Global business and information technology services company§ Leverages deep industry and functional expertise§ Advanced, global delivery model to help clients transform their highest-value business processes

Service Offerings• Enterprise Business Solutions, Integrated Engineering Solutions, Infrastructure Management Services, Consulting & Enterprise

2

© Mahindra Satyam 2010

350+ global customers including Fortune 500

customers

Operations in 50+ countries

Associate base: 60,000+

Infrastructure Management Services, Consulting & Enterprise Solutions, Application Development & Management Services and Business Process Outsourcing

Industry§ Insurance, Banking, Telecom, Media & Entertainment, Manufacturing, Competency groups (ADMS, Testing, Emerging Technologies, Enterprise Business Solutions, Specialized / Shared Services)

Major Partners§ SAP, Oracle, IBM, Microsoft, Oracle, Adobe, Computer Associates, Fujitsu, Enlighta

Mix of Experience Levels

Key Customer LandscapeTools Practice Overview

Ø Experience• Over 12 years matured delivery experience.• 50+ active customers engagements.• Over 300+ projects delivered successfully across

implementation, migration and support.

Ø Resource Strength• 50+ Tools Consultants: Highly qualified and Experienced• Continuous skill development by training online or

classroom, provided by different technology vendors.• 65% Product certified consultants. • Large Pool of Consultants for work in various aspects of HP,

© Mahindra Satyam 2009

• Large Pool of Consultants for work in various aspects of HP, IBM, BMC, CA Nimsoft & Enlighta suite of products.

• CoE Labs for hands on practices on latest versions of HPSM, uCMDB, CA Nimsoft.

Ø Expertise• Expertise in implementing ITSM/ESM solutions across

multiple domains.• Service Line Specialists for implementations, Migrations,

Upgrades and Support.• Experience across various platforms like RHEL 5.X, AIX 5.X,

Solaris, Linux, UNIX and Windows etc. • ITIL v3 based Service Delivery Platform.

Partnerships

“Integrated best-of-breed cloud-based solution bundled as part of our service delivery model”

Partner Relationship

EnlightaTechnology alliance partnership. cloud-based managed services platform. “Service Desk as a Service”

HP Global System Integrator & Managed Services Program Partner.

4

© Mahindra Satyam 2010

BMCBMC Remedy AR System, BMC Remedy ITSM Suite, BMC Atrium CMDB, BMC Application Dependency and Discovery Mapping, BMC ProactiveNet Performance Manager, BMC Analytics.

IBM IBM Tivoli Service Request Manager, IBM Tivoli CCMDB, IBM Tivoli Asset Manager

CA CA Nimsoft Unified Manager, CA Nimsoft Service Desk

Business Drivers for Service Delivery

ØReduced costsØ From Need for flexible licensing models – Named User, Concurrent User,

Volume Based, EnterpriseØ Most of the tools have limited service utilization, chargeback capability

ØFlexibilityØ Most of the tools are enterprise-based & lack multi-tenant architectureØ Limited multi-tenancy to support single tool across multiple business units and

Corporate ITØ Some of the tools are very difficult to integrate with other data sources

5

© Mahindra Satyam 2010

Ø Some of the tools are very difficult to integrate with other data sources

ØTransparent GovernanceØ Lack vendor management with SLA trackingØ Lack governance capabilities (contracts, penalties etc)Ø No/ Limited Program Management

Mahindra Satyam’s Unified Service Delivery Model

Integrated Service desk

Global, Multilingual Service

Service Design, Self Help, Service Desk, Infrastructure & Application

Support

40 locations, 14 languages

Key Elements

Improved Reliability

Objectives

Consolidation of service

desks across the globe.

Best- in-class design and

Value Drivers Guaranteed Outcomes

6

© Mahindra Satyam 2010

Robust ITIL/ITSM based delivery

Platform based automation

Reduced Costs

Consistent Experience, Continuous Improvement -Analytics, Lean Sigma

Common Ticketing System / BPM platformSelf Service

Output based pricingOutcome based pricingImproved cash flow

Enhanced User Satisfaction

Lower TCO

Simplified Governance

execution.

Enhanced End-user

satisfaction.

Reduced spend for service

desk operations.

Improved control and

governance .

Overview of our Integrated Service Desk(Operations, Infrastructure, Applications)

Self Service

Integrated L1 Support

L 2 Support

L3 Support

Service Desk, Application Support & Infrastructure Support

Comprehensive ITSM based Serviced Desk design

7

© Mahindra Satyam 2010

Analytics, Lean Sigma

Knowledge Management & Empowered personnel

BPM deployment & Automation

Service Desk as a Service

Pricing Models

Guaranteed

Output based pricing

Portion of Financial Structuring

8

© Mahindra Satyam 2010

Guaranteed Savings

Portion of fee linked to ‘User

satisfaction’

Committed YOY Total

Cost Reduction

Structuring to minimize upfront

expenses

Simplified governance through contractual alignment to business outcomes.

1. Manage Results vs. Devices, Tickets and performance vs. FTEs

2. Measure end-to-end Business Process based SLAs, KPIs vs. Discrete IT SLAs

3. Online Program Governance vs. PowerPoint's & Emails

4. Proactive vs. Reactive

5. One tool and One Process to measure all services and delivery groups vs. Multiple

Client Case – Benefits Delivered:

9

© Mahindra Satyam 2010

6. Better throughput, quality, and Collaboration – one integrated system for all ITIL for

all services and delivery groups vs. Multiple

7. Single source of truth vs. Multiple

8. Access and ownership to raw data

Incidents

Projects

Defects

Changes

Performance Dashboards

Service Level Management

Client IT Systems

Performance & SLAs

Credits & Earn-backs

Issues/Changes

Autom

ated Batch Files Im

port

Delivery Systems

Validate Data

Tran

sform Data

Normalize Data

Sum

marize Data

Incidents

Projects

Defects

Changes

Insight and automation across engagements

10

© Mahindra Satyam 2010

Assess Relationship Health

Risk & Compliance

Periodic Data Uploaded via Excel& Automated Batch Files

Delivery / Engagement Mgmt.

Risk & Compliance

Contracts & Work Orders

Health Survey

Issues/Changes

Projects

Support

Defects

Resources

Man

ual E

xcel Im

port

and/or

Delivery Systems

Review , Correction, Approval & Reporting

Validate Data

Tran

sform Data

Normalize Data

Sum

marize Data

Exceptions Processing

Q&A

11

© Mahindra Satyam 2010

Q&A

Supplier GovernancePerformance, SLAs, Contract s Admin, Financials, Relationship

Program Governance Program Insight, Projects, Tasks, Resources, Financials

Software Assets Governance

AppendixEnlighta – among our key partners

© Mahindra Satyam 2009

On Demand & On Premise Solutions to Maximize Value from Global Services Delivery

Software Assets GovernanceLicense Entitlement, Deployment, Contracts, Compliance

Deliver Suite (ITIL v3 Compliant)Help Desk, Service Request, CMDB, Change, Release, LiveChat, KPIs