Wipro - Banking and Insurance Cocktail February 29th 2012 - Managed Services Insights for Banking

8/2/2019 Wipro - Banking and Insurance Cocktail February 29th 2012 - Managed Services Insights for Banking

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2012 WIPRO LTD | WWW.WIPRO.COM1

Enabling Managed Services

for Banking


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Ever growing demands on the CIO..

Constantly increasing expectations on C-SAT

Match upto Industrys best Quality Standards & Benchmarks

Zero Tolerance to non-Compliance

Reduction in operations Costs

Nil or Fewer Shocks in Operations delivery

Reduction in Management Escalations

De-risk as much from attrition and skill centered issues


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Partner offerings to customers

Staff Augmentation Services

On-Demand Professional Services

NOC / Offsite Services

Co-Sourcing Models

Managed Services

End-EndTotal Outsourcing


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What Managed Services should offer to customers....

A paradigm change in

Managing IT Operations

Delivering IT Operations

Securing IT Operations

Measuring IT Operations


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Paradigm change in Managing IT Operations

end user experience is the key


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Traditional View of IT Performance

Most customers often complain

All my IT systems are in GREEN, still the performance of application is poor?

How to identify the genuine alerts which may affect the response times?

IntranetInternet

Web Servers Application & Database Servers Backend ServersApplicationEnd users

Open Issues

Who is the problem impacting?

What is the business impact?

Where in the infrastructure is the problem?

Whose problem is it?

Why is the problem occurring?


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What actually makes sense..

End User Experience Management


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Managed Services partners bring in the right technology

solution to enable BSM

Wipros progressive approach identifies, addresses the business needs by mappingapplication infrastructure and its performance

Internet

Web Servers Application & Database Servers Backend ServersApplicationEnd users

MonitorMonitor IsolateIsolate AnalyseAnalyse FixFix ReviewReview


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Firewall

Data Center

Infrastructure

Applications

Web

Internet

Users

WAN

Users

LAN

Users

Deploy Probes to Monitor

all Transactions of Users over

Internet for that Specific Business Process


Performance Proactively

through Synthetic Transactions


Performance of Real User

Transactions

Traditional EMS Tools to Monitor the Availability

& Performance of the DataCenter

Infrastructure

A Typical Deployment of BSM


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BSM enables reporting IT performance as business would like to see

Xyz

Business Impact

Reporting

Enterprise

Business Service Tree

KL

Singapore

ATM

CityBranches

Branch 2

Branch 1


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Paradigm change in Delivering IT Operations

Automation in Operations is the way forward


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Adoption of factory model for IT Operations

60% of daily house keeping tasks and activities can be automated

80% of daily activities are mundane & common in Network & Server management

50% of daily activities are routine type in Database and Application management

30% of tickets are due to repeat alerts and false positives

20% of tickets are due to avoidable events ( lack of correlation)

60% of the event correlated alerts can be resolved using scripted solutions

Only 10% of the Level 2/3 skills are actually used in Problem/Capacity Management

L(-2) Proactive Monitoring

0

L3 Field Support

8+ Hours

L2 Remote Tech & Infra Suppor

2+ Hours

L0 Self-Service


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Introspecting current operations and adopt automation

Level 3

(Technolo

gy

StrategyMgmt /

BA /

Escalation Mgmt)

Level 2 perDomain

( Table SpaceMgmt / Problem

Fix / Fault Mgmt /Capacity

Reporting /Change

Implementation )

Shared Level 1 AcrossDomains

(Incident Mgmt / User Group Mgmt /Reset Services / Tape Management /Link Coordination / Service RequestManagement / Rollout / Batch Job

Run)

Level 0 Across Domains

(Alarm Monitoring / Backup Monitoring / House KeepingTasks / Link Monitoring )

AUTOMATE

SELF SERVICEMANAGE BY EXCEPTION

LEVERAGE SHARED SKILLSSCHEDULED TECH

ASSESSMENTS

RIGHT SKILL STAFFLEVERAGE ON LOCAL POOL


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Automation at work can actually help in optimizing the workforce

& reduce human errors

3200 users

500-600 password reset

200 ID creation

150 ID deletion

Beforeautomation

Password reset calls reduced to 30-40 per month

5resource optimizationBenefits seen in 3 months of deploymentAfter

automation

350+ manual DCO activities

Batch processing

Sequential activities

Beforeautomation

300+ jobs automated

No human erros50 member effort savings post automation

Afterautomation

End User

Services

DCO

Services


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Tools as an integral part of Operations

- Interlocked between them to maximize output


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Paradigm change in Securing IT Operations

Technology & Operations Security are equally critical


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Typically Banks have the following systems to ensure Technology Security

Log Monitoring

Vulnerability Assessment

Risk Dashboards for SOX, SAS 70 etc..

Security Newsletters & Alerts


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Operations security control are equally critical...

Controlled Access ( only to sick devices)

Restricted access to Production Systems

Controlled access to ODC Systems

Audit Trail of all access & actions


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Paradigm change in Measuring IT Operations

Move from IT SILO SLAs to Business Service SLAs


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Illustration of measuring business service SLAs

Monthly Uptime = 1 -

( X end users * 60min * 8hrs * 20days ) - or - ( X * 60min * 24hrs * 30 days)

( X1*Y1 + X2*Y2 + X3*Y3.)

x1,x2,x3.. = Mutually Exclusive Downtimes of each Critical Component in the IT Chain for that App Service

y1, y2,y3.. = Weight age on downtime for that particular component in the IT Chain for that App Service


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Moving up the value chain....


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Thank You

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Wipro - Banking and Insurance Cocktail February 29th 2012 - Managed Services Insights for Banking

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