1. 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
Prem Shanker
Vice President, Mahindra Satyam
10th November, 2011
© Mahindra Satyam 2010
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2. – An Overview
Business
Global business and information technology services company
Part of $13 B Mahindra Leverages deep industry and functional expertise
Group Advanced, global delivery model to help clients transform their
highest-value business processes
Along with parent
company $2.5 B Service Offerings
• Enterprise Business Solutions, Integrated Engineering Solutions,
Infrastructure Management Services, Consulting & Enterprise
350+ global customers Solutions, Application Development & Management Services and
including Fortune 500 Business Process Outsourcing
customers
Industry
Operations in 50+ Insurance, Banking, Telecom, Media & Entertainment, Manufacturing,
countries Competency groups (ADMS, Testing, Emerging Technologies,
Enterprise Business Solutions, Specialized / Shared Services)
Associate base:
60,000+ Major Partners
SAP, Oracle, IBM, Microsoft, Oracle, Adobe, Computer Associates,
Fujitsu, Enlighta
© Mahindra Satyam 2010
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3. Tools Practice Overview Key Customer Landscape
Experience
• Over 12 years matured delivery experience.
• 50+ active customers engagements.
• Over 300+ projects delivered successfully across
implementation, migration and support.
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, Mix of Experience Levels
IBM, BMC, CA Nimsoft & Enlighta suite of products.
• CoE Labs for hands on practices on latest versions of HPSM,
uCMDB, CA Nimsoft.
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.
© Mahindra Satyam 2009

4. Partnerships
“Integrated best-of-breed cloud-based solution bundled as part of our service delivery model”
Partner Relationship
Technology alliance partnership. cloud-based managed services platform. “Service Desk as
Enlighta
a Service”
HP Global System Integrator & Managed Services Program Partner.
BMC Remedy AR System, BMC Remedy ITSM Suite, BMC Atrium CMDB, BMC Application
BMC 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
© Mahindra Satyam 2010
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5. Business Drivers for Service Delivery
Reduced costs
From Need for flexible licensing models – Named User, Concurrent User,
Volume Based, Enterprise
Most of the tools have limited service utilization, chargeback capability
Flexibility
Most of the tools are enterprise-based & lack multi-tenant architecture
Limited multi-tenancy to support single tool across multiple business units and
Corporate IT
Some of the tools are very difficult to integrate with other data sources
Transparent Governance
Lack vendor management with SLA tracking
Lack governance capabilities (contracts, penalties etc)
No/ Limited Program Management
© Mahindra Satyam 2010
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6. Mahindra Satyam’s Unified Service Delivery Model
Objectives Value Drivers Key Elements Guaranteed Outcomes
Service Design, Self Help, Service
Integrated Service desk Desk, Infrastructure & Application
Support
Consolidation of service
desks across the globe.
Global, Multilingual Service 40 locations, 14 languages Improved Reliability
Best- in-class design and
execution. Enhanced User
Satisfaction
Consistent Experience,
Enhanced End-user Robust ITIL/ITSM based delivery Continuous Improvement - Lower TCO
satisfaction. Analytics, Lean Sigma
Simplified
Governance
Reduced spend for service Common Ticketing System /
desk operations. Platform based automation BPM platform
Self Service
Improved control and
governance . Output based pricing
Reduced Costs Outcome based pricing
Improved cash flow
© Mahindra Satyam 2010
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7. Overview of our Integrated Service Desk
(Operations, Infrastructure, Applications)
Comprehensive ITSM based Serviced Desk design
Service Desk, Application Support & Infrastructure Support
Self Integrated L2 L3
Service L1 Support Support Support
Analytics, Lean Sigma
Knowledge Management & Empowered personnel
BPM deployment & Automation
Service Desk as a Service
© Mahindra Satyam 2010
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8. Pricing Models
Output
based
pricing
Financial
Portion of
Structuring Guaranteed fee linked
to minimize
Savings to ‘User
upfront
satisfaction’
expenses
Simplified governance through
Committed contractual alignment to business
YOY Total
Cost outcomes.
Reduction
© Mahindra Satyam 2010
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9. Client Case – Benefits Delivered:
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
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
© Mahindra Satyam 2010
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10. Insight and automation across engagements
Client IT Systems
Automated Batch Files Import
Incidents
Incidents Performance & SLAs Performance
Projects
Dashboards
Projects
Defects
Defects
Summarize Data
Credits & Earn-backs
Transform Data
Normalize Data
Changes Validate Data
Changes Service Level
Management
Delivery Systems Issues/Changes
Contracts &
Work Orders
Manual Excel Import
Projects
Support Risk & Compliance Assess Relationship
Exceptions Processing Health
Defects
and/or
Review , Correction,
Resources Approval & Reporting
Health Survey
Risk &
Compliance
Periodic Data Uploaded via Excel Delivery / Engagement Mgmt.
& Automated Batch Files
© Mahindra Satyam 2010
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11. Q&A
© Mahindra Satyam 2010
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12. Appendix
Enlighta – among our key partners
Supplier Governance
Performance, SLAs, Contract s Admin, Financials,
Relationship
Program Governance
Program Insight, Projects, Tasks, Resources, Financials
Software Assets Governance
License Entitlement, Deployment, Contracts, Compliance
Deliver Suite (ITIL v3 Compliant)
Help Desk, Service Request, CMDB, Change, Release,
LiveChat, KPIs
On Demand & On Premise Solutions to Maximize Value from Global Services Delivery
© Mahindra Satyam 2009