http://hclte.ch/IsWDFL - More on Retail and Consumer http://www.hcltech.com/ - More on HCL Technologies HCL bolstered Cost Optimization and Operational Excellence through Global Shared Services for World’s leading Global Information Services Company. HCL helped restructure and grow GSS operations by moving from a federated BU-Centric model to a centralized shared pool, this not only led to cost and operational benefits, but the savings too were re-invested into transformational projects for the client.

1. HCL facilitates a leading retailer optimize its
operational IT costs through managed services
CUSTOMER DESCRIPTION
Region: USA
Industry/ Domain: Retail - Apparel, home, family and health care products
Functional Area: Supply chain planning, integration and execution, retail
management, retail web management, infrastructure
BACKGROUND
The client is a chain of leading retail stores based in the United States.
With annual revenue of 4 billion dollars and more than 16,000 employees,
the company operates over 160 stores
KEY BUSINESS CHALLENGES & CLIENT REQUIREMENTS
The business challenge for the client was to maintain a profitable growth
in the changing business landscape. This was the driver for the client to
concentrate on its core competency of retailing while handing out the IT
operations to HCL. The client wanted to do away with its entire IT
operations from development, maintenance and support of key
processes to infrastructure support, customer support and service
delivery.
? Outsource internal IT division
? overall cost of IT
Reduce

2. Customized data centre hosting
?
DC consolidation within the stipulated timeframe
?
? technology risks associated with unsupported or non-strategic
Reduce
hardware and software
? flexibility and agility of service model to reflect future business
Improve
requirements
?vendor management overhead through strategic partnering
Reduce
ENTER HCL
HCL embarked on this journey in May 2010. HCL was selected by the
?
client for its expertise and proven methodology in managing the
breadth of applications and infrastructure related components
Collaboration: The co-sourcing vs. outsourcing model was the key
?
focus
?
Other factors that facilitated the selection were:
Relationship style: Co-sourcing model with client retaining
?
strategic control and HCL executing operations and projects;
flexibility in relationship
Best practices: Introduction of ITIL framework; SLA metrics
?
orientation and technology solutions leveraging industry
knowledge, service request automation
Onsite-offshore cost effective model which considerably reduced
?
the cost of project implementations
?to the best in class IS capabilities and latest technologies
Access
? infrastructure and operations (IOMC) model
Integrated
HCL's strong presence across America
?
Experience in the DC migration and consolidation
?
THE SOLUTION
De-risked transition
?
Transition: Rehire to retain the business knowledge & Waved
?
approach
Higher initial onsite ratio
?
? performance
Improved
?the current levels of SLA
Maintain
? industry benchmarks, where SLAs are not dependent on
Improve
existing environment
? plan to cover gap between target and current SLAs, if any
Defined
? use of industry best practices and tools
Increased

3. ? operational risk
Reduced
? execute change that is not constrained by available
Ability to
capacity
? SLAs on increased project activity
No risk to
? of people risk to HCL
Transfer
? visibility in operations
Increased
?capacity and costs
Variable
?
Pool of business knowledge and technology expertise
?enhancement effort to meet the basic development need
Built-in
? development only team aligned with actual planned
Variable
demand
HCL SERVICES SNAPSHOT
? services: Service desk, desktop support, Wintel (including
Customer
VMware and Citrix), IMAC, service improvements (ITIL processes,
automation and reporting), account management, networks support,
networks security and system security
? services: Unix, Mainframe admin, SAN, DC operations,
Data center
Websphere application server, Websphere MQ, database (Oracle and
MS SQL) and tools
?
Tools: Ciscoworks, Netcool, Control-M, CA Unicenter, SolarWinds,
Veritas Netbackup, HP Open View, Riverbed Cascade
HCL OFFSHORES SERVICES
? desk/ Vendor management/ Co-ordination
IT service
24x7 Infrastructure monitoring/ Production support
?
? 3 support for servers/ Storage/ Back-up/ DBA/ Mainframe/
Level-2/
Networks/ Windows/ Unix
Security
?
24x7 application operations support
?
HCL ONSITE SERVICES
Engagement management/ Customer touch point
?
Technology refresh, architecture, engineering
?
? through partner (Fujitsu)
Hosting

4. BUSINESS BENEFITS
Onsite-offshore cost effective model, which considerably reduced
?
cost of projects
Integrated infrastructure and operations (IOMC) model
?
Introduction
? of ITIL framework; SLA metrics orientation and
technology solutions leveraging industry knowledge, service request
automation
Enhanced responsiveness to business needs
?
Substantial cost-saving by “managed services” model and by
?
leveraging offshore for IT service delivery
? available for changing business needs
Skill pool
HCL partnership will strengthen the client’s information services team
?
to provide better/ optimized solutions for the business problems/
needs
HCL's work experience with various retail customers and retail CoE
?
will enable this
ENGAGEMENTS HISTORY/ CURRENT STATUS
We started this journey during the later part of 2010; currently,
Infrastructure support is managed completely by HCL
?
Apps support and an enhancement (for SCM and CORP tower) is fully
?
managed by HCL
With HCL's
? CoE strengths, projects like Hyperion upgrade,
eCommerce workflows are being executed
Hello, I’m from HCL! We work behind the scenes, helping our customers to shift
paradigms and start revolutions. We use digital engineering to build superhuman
capabilities. We make sure that the rate of progress far exceeds the price. And right
now, 90,000 of us bright sparks are busy developing solutions for 500 customers in
31 countries across the world. How can I help you?
www.hcltech.com