http://hclte.ch/If33g9 - IT Management Tools http://www.hcltech.com/ - More on HCL Technologies Traditionally, Application Support and IT Infrastructure Support have worked in silos. This can and has presented several disadvantages to enterprises today. HCL has unified the two, resulting in Integrated Operations Management Services. This new set of services helps enterprises achieve business effectiveness by creating application knowledge clusters and cross training to ensure that operations knowledge is institutionalized and is independent of the people supporting it.

1. They work in silos
We Unify Infrastructure
& Application Support
+ <
We call it
Integrated Operations
Management
Optimized Processes | Assured Customer Satisfaction
www.hclisd.com

2. Application Support & Maintenance has traditionally been aligned to Application Development, especially in the case of bespoke
applications to retain knowledge and provide instantaneous reactive support in case of problems. Application Support is based on a
good understanding of the domain and is a project driven activity whereas I.T Infrastructure support requires SLA driven regular
maintenance and user support.
We at HCL developed an altogether new proposition called “Integrated Operations Management Services (IOMS)” which integrates
application support into the run side of business and achieves effectiveness and efficiency in running application support by creating
application knowledge clusters and cross training to ensure that operations knowledge is institutionalized and is independent of the
people supporting it.
Need for
Even Gartner has acknowledged
Integration
We asked CIOs the following questions, to arrive at the
our IOMS Value Proposition
rationale behind this integrated solution. HCL continues to leverage its integrated operations
management framework to grow its application
service revenue.
Publication Date: 14 November 2008/ID Number: G00161582 Page 14
Won’t it be cost- of 25 © 2008 Gartner, Inc. and/or its Affiliates. All Rights Reserved.
optimized for you to Won’t it
consolidate all provide operational
infrastructure and excellence to your
application operations business by measuring
under one team? response time SLAs
for Business
Won’t it be applications?
faster for you if
most of your
incidents are solved
by the first team
receiving it?
Cost Optimization
A large number of activities at the application layer, both technical as well as administrative, are very similar to the ones carried out at
the infrastructure layer e.g. Release to Production, Security and User Administration, Patch Administration, Output Device
Management etc. Moreover the ease to clone all these activities at the database layer provides a sound opportunity to integrate both
Infrastructure and Application support activities into one robust support function. Having a common team for this unified function
will result in resource optimization and cost savings.
Applications Infrastructure
Discrete L3 L3
Operations
L2 L2
L1 L1
L3 L3
Integrated
Operations L2 L2
Integrated Operations Team

3. Operational Excellence
All the monitoring activities are carried out in order to ensure healthy, hassle-free business transactions. If any critical business
transaction is facing an issue, then it makes sense to drill down further into the relevant layer (application or infrastructure). This
helps in focusing on the real issue rather than monitoring each and every event irrespective of any impact on business transactions.
An integrated layer of application & infrastructure allows you to measure response time SLAs for your business applications by
focusing on the core activities.
Transaction & Process Auditing & Proactive Detection Multi-Mode
Flow Tracking Logging of Exceptions Exception Response
Monitoring of message Log end-to-end Proactive monitoring Minimize impact of
Business flows in real-time message trails for of system-wide flows exceptions through
compliance (SOX, for exceptions of exception handling
Transaction Track start -to-finish Patriot Act, etc.) as various types such as rule-based
Monitoring response times well as diagnostics
routing of exceptions
to service-based
Monitor for exceptions exception handlers.
Online processes Background processes Buffers System errors
Dialog response time System wide queue Directory used Software code errors
Application length
Network time Space used Aborted batch jobs
Monitoring Program errors
Standard response time Hit ratio Update errors
Users logged on Aborted jobs Swap System log messages
Servers Networks Database
Infrastructure
UNIX LAN Oracle Storage Desktop
Monitoring SQL
Wintel WAN
Faster Resolution Application Operations
Creating a common enterprise helpdesk, Technical Administration
command center and an admin team, both for Release to Production
Application & Infrastructure layer, ensures Output Device Management
that a large number of incidents are triaged to Infrastructure Operations Upgrade / Refresh
relevant teams resulting in significant Security Administration
improvements in First Call Resolution. Batch Scheduling User Administration
DB Operations Patch Administration
OS Operations Performance Management
Backup
Common L1 Team to triage events
Enterprise Helpdesk (Applications + Infrastructure)
Integrated Operations
SLA Real time Ops Culture SOP/ Run Books
ITIL Tools Proactive Performance Management

4. HCL IOMS
Service Catalogue
Integrated Operations
Monitoring Incident Administration Troubleshooting Reporting
Management
End User
4 Alert Handling
4 Data Fixes
4 Interface Issues
4 Adhoc
4
Transaction SOP Based
4 Archival/Backups etc
4 Deployments
4 Reporting
Monitoring Resolution 4 &
Parameters
4 Config
Master Data Diagnostics
4
Log Monitoring
4 Ticket
4 Frequency
Patch Management
4 Problem Identification
4
Session
4 Assignment Real Time
4
Monitoring Interface Mgmt
4 4 Analysis
Root Cause Reporting
Ticket Triaging
4
4 Support
Production Problem Resolution
4
Process
4 Escalation
4
Monitoring Operations
Management
Usage Patterns
4
Application
4
Deployments
Services
Incident Problem Change Release
End User Centric Approach
4 4Ops Culture
Real Time Reduced Costs of Operations
4
4 Service Delivery
ITIL Based 4 Approach
Tool Based Proactive Performance Management
4
Packaged SAP, Bespoke .Net, Web/Middleware OS, DB,
JDE, BI, Siebel, etc Java, ASP, etc (BEA, IBM, etc) Security, Networks
Application Tracks Infrastructure Tracks

5. IOMS delivered
across verticals
Industry Customers Applications Mean Time to Mean Time to
{ {
Vertical Environment Resolve in hrs Resolve in hrs
(Before HCL) (After HCL)
4 Bespoke Application
Packaged &
Support
Fortune 500 4 Application Support for
End to End
Manufacturing E-commerce websites
semiconductors 4.34 3.23
manufacturer 4 Helpdesk – Basis – Infra
Integrated
4 Environment - SAP
Applications
R/3, SD,GMS, BaaN, Informatica,
Java, Power Builder etc
{ {
4 Bespoke application
Packaged &
support services
Leading Retail 4350+ Applications, 12,000+ end users
Retail
Giant in Europe 4 operation procedures
Creation of NA 3.56
and knowledge bank for end users
4Application architecture,
Advice on
design and operation
{ {
4 Bespoke application
Packaged &
support services
Pharmaceutical
Fortune 50 2000+ Middleware instances
4
& Healthcare Healthcare (Documentum, ATG, SunOne, BEA 4.21 4.11
Manufacturer Web logic, Web methods etc.)
100+ Application instances (SAP,
4
{ {
JDE, SIEBEL)
4 support for 14 financial
Production
applications in 2 environments
Division of Trade Settlement Applications,
4
Fortune 10 Pricing Application etc
BFSI Insurance 4 Navisys, V2020, EDW,
Applications: 3.47 3.21
Service ER, SAP, TNG/Peregrine/ Opalis
Provider /EDM/Exec View/OEM/ Veritas/
Docucorp/ Documaker
RP/Trillium/Actuate/ Cognos
Reporting
{ {
Bespoke Application Support
4
4 applications in various
60+ Bespoke
Leading work streams/portfolios like
Media & Marketing, Assets, Royalties,
Publishing
Music
Digital, etc 6.54 3.23
Company
Infrastructure applications like
4
IBM MQ, MS MQ, MS CMS, Share
point Portal Server, IIS servers etc

6. Integrated Operations
Management Services
Green Datacenter Managed Mainframe
Services Services
End User Cross Functional
Computing Services
Network Services Security Services
Industrialized IT Management
Optimized | Flexible | Centralized & Standardized | Business Aligned
www.hclisd.com