CIOs and IT leaders are the intended audience of this white paper. Business and IT share a symbiotic relationship where one cannot exist without the other. This white paper is a comprehensive attempt to highlight the challenges faced by CIOs and articulate the key business problems faced when building IT as a business enabler, particularly during uncertain economic times. It also seeks to accentuate the expertise that the HCL-BMC partnership has built in the IT infrastructure management service space through MTaaSTM Shared, its business-centric platform that leverages on the potential of SaaS-based service offerings and cloud computing.

1. The overwhelming challenges
of IT infrastructure management
WHITE PAPER

2. CONTENTS
The overwhelming challenges of IT infrastructure management............................2
What is the IT infrastructure management service model?.....................................2
What are the yardsticks to select the right service model?.....................................3
IT service management with HCL-BMC MTaaSTM Shared..........................................3
MTaaS Shared - Functionalities..................................................................................4
Automation.............................................................................................................................................................4
Monitoring..............................................................................................................................................................4
Management...........................................................................................................................................................5
Visibility..................................................................................................................................................................5
How MTaaSTM Shared aligns IT with Business – Your gain.......................................5
Summing-up..................................................................................................................6
CIOs and IT leaders are the intended audience of this white paper. Business and
PREAMBLE
IT share a symbiotic relationship where one cannot exist without the other. This
white paper is a comprehensive attempt to highlight the challenges faced by
CIOs and articulate the key business problems faced when building IT as a
business enabler, particularly during uncertain economic times. It also seeks to
accentuate the expertise that the HCL-BMC partnership has built in the IT
TM
infrastructure management service space through MTaaS Shared, its
business-centric platform that leverages on the potential of SaaS-based service
offerings and cloud computing.

3. The overwhelming challenges of IT infrastructure management
As organizations leave behind the recession, they are
not expected to return to the dynamic days of
extravagant spending on IT. IT leaders, CIOs, and
CTOs will be called on to prove the value proposition
of IT infrastructure to business. They will be impelled to
think of ways to boost business agility and address
escalating maintenance and administration costs.
Faced with the challenge to find a balance between
budgets and enterprise needs, CIOs will be coerced to
consider a number of options before they can make
the right choice.
can I deploy services faster than our competitors with
the given budget?
do I store and secure business data?
do I efficiently support internal and external
customers?
do I align IT with business?
do I optimize IT infrastructure usage and avoid the
wrath of the CFO and the CEO?
The challenge does not end with the right choice. IT
maintenance and management tasks contribute
equally to the CIO’s (and thereby the enterprise’s)
troubles.
“Despite the myriad
Business runs on IT. However, business demands that
IT be responsive enough to meet its needs. To drive a
challenges,
profitable business, IT has to shed its role of a one message is loud
supporting system that is used to run operations. It
must bridge operations with the business. With this
and undeniable -
understanding, IT leaders have come to the realization IT is an essential
that managing IT infrastructure on a service model is
the solution that will help them align IT with business.
demon.”
However, this model throws up its own set of
questions.
the delivery service perform efficiently and
reliably?
the services be flexible and agile enough to
support the requirements of the business?
the services be reasonably priced?
the services comply with the IT infrastructure
management standards and regulations?

4. What is the IT infrastructure management service model?
In its fundamental form, IT infrastructure management
entailed renting out servers in a remote data center,
with the vendor expected to provide nothing more than
power and physical cable connections. However, IT
infrastructure management has since evolved beyond
its modest early stages. Today, IT infrastructure
management includes -
• High levels of customization and standardization of
services across heterogeneous environments
• Adoption of cloud computing aspects
• Pay-Per-Use advantage – allowing companies to
use the required IT services, thus keeping a check
on the IT costs
IT infrastructure management is offered in one of the
three modes:
• In-Premise Delivery
• Cloud Based Delivery
• Hybrid Delivery
What are the yardsticks to select the right service model?
While managing enterprise IT through the service model is the imperative need of current times, companies need
to choose their service model carefully to maximize their advantages and returns from their investments. IT
leaders must consider the following key parameters as yardstick to make a right decision.
Pricing. The business outcome of the service model Agility. In uncertain economic conditions, the success
should manifest as a sweeping reduction in IT of a company depends on how easily it can adapt to
spending - Money saved is money earned. The increasing and decreasing IT infrastructure demands.
selected service model must undoubtedly do more for A rigid or fixed IT will never give your business a
less. Transforming an existing IT setup to the service competitive edge in the volatile and ever changing
model will certainly call for some monetary investment market scenario. The true measure value of a service
from enterprises. However, the success of the decision model is in how swiftly and smoothly it adapts to the
depends on how soon the investments are returned. changing requirements, both qualitative and
quantitative.
Efficiency. Only an efficient IT system can be a true Standardization. In this era of ever changing business
business partner. An efficient IT system must reduce dynamics, interoperability of enterprise IT plays a
resource wastage and improve the productivity and significant role in determining how well business
decision making capabilities of the IT personnel. It adapts to the changed requirement – be it a new
must effectively match IT resources to the business customer or vendor. Standardized service models
requirements. enable enterprise IT to be practical and interoperable,
thus supporting business.
Reliability. Speed, stability, security, and disaster
recovery are four important reliability factors for Go Green. An efficient service model must reduce the
measuring the performance of a service model. With carbon foot print of IT infrastructure by reducing and
businesses running on IT, there is always a compelling consolidating the hardware components required to
need for IT to be up and running all the time. A reliable run IT applications. Decrease in hardware components
and secure IT system is indisputably a key reduces the energy required for running and cooling it,
differentiator in mitigating business risks. resulting in tremendous savings in energy costs.

5. IT service management with HCL-BMC MTaaSTM Shared
HCL has always been ahead of the curve when it BMC’s business service management tools align
comes to identifying trends in IT infrastructure with HCL’s vision of ERP for IT and the strategic
management. It understood early the challenges that partnership enables companies to achieve
many enterprises faced to align IT with business. Its Business Aligned IT.
advanced knowledge of the market and unique skills TM
propelled it to introduce an alternate delivery model to MTaaS Shared exploits the benefits of cloud
address the changing demands of the customer - computing, thereby enabling companies to look
Service-based Industrialized Delivery Model. beyond mere cost-cutting measures and embrace a
TM
paradigm shift in building, managing, and
MTaaS Shared is a business–ready hosted solution, maintaining IT infrastructure. Cloud computing
that offers end-to-end IT management services to
TM
advantages like reduced IT infrastructure
customers. It combines MTaaS , an innovative investment - initial, updation, and maintenance,
platform from HCL for managing IT services, with improved IT performance, improved compatibility -
carefully selected best-of-breed business service hardware and software, exhaustive storage
management software from BMC. capacities, increased reliability, universal access, all
TM
translate into business profits with MTaaS Shared.
Overview of HCL domain practices and key IT
infrastructure and management tasks mapped to
supporting BMC technology.
B M C B lad gelo gic S erver A utom atio n suite
Data Center Automation B M C B lad gelo gic N etw o rk A u tom ation suite
B M C B lad gelo gic C lient A uto m ation su ite
B M C A triu m O rch e stra to r
B M C C lou d LIfecycle M a nag e m ent
Cloud Computing B M C A trium D iscovery an d Depe nd ency M app ing
B M C IT B usine ss M anag em e nt S uite
Atrium CMDB
B M C P roactive N et P erform an ce M ana gem e nt
Proactive Operations B M C C O N T R O L-M
B M C M ainvie w S olutio ns
B M C R em e d y IT S M S uite
B M C C ap acity M ana gem e nt
IT Service Cost Management B M C IT B usine ss M anag em e nt S uite

6. MTaaSTM Shared - Functionalities
• Automation • Monitoring • Management • Visibility
Automation Management
Automation drives business-centric IT by automating To optimize returns from IT investments, it is critical
routine tasks, thereby reducing human effort and errors to efficiently manage IT operations. The IT service
TM
- Needless to state that this reduction will invariably management functionality of MTaaS Shared offers
TM
translate into monetary savings. MTaaS Shared can the following management services:
be configured to automate the following tasks:
• Service Management - Incident management,
• Server Automation – Server configuration Problem management, Change management,
management, Patch management, and Software SRM, Asset management, SLM, and CMDB
distribution • Event Management - Event Lifecycle
• Desktop/Client Automation – Desktop configuration Management, which includes event capture,
management, Patch management, Software correlation, suppression, de-duplication, and
distribution, and License metering enrichment
• Workload Automation – Batch/job scheduling • Orchestration, Integration, and Automation
• Workflow Automation – Workflow integration and • CMDB & Asset Discovery - One Time Discovery
Standard task automation Data Load
Monitoring Visibility
Inadequate monitoring of IT resources and operations Realtime information on the status of IT resources
may lead to abrupt service failures resulting in loss of and operations empowers an enterprise to take the
business and reputation. The Integrated Applications right decision at the right time. HCL’s custom
TM
and Infrastructure monitoring functionality of MTaaS reporting portal is a federated engine which serves
Shared offers an efficient monitoring solution for as unified reporting console for Event & ITSM key
TM
storage, network, VOIP, middleware, and applications performance indicators. MTaaS Shared offers the
of the customer’s IT infrastructure. following vital reports and more:
Application Transaction Monitoring includes monitoring
of infrastructure for end-to-end transaction response • Complete visibility of the different layers of IT
time. Customers can choose any five important infrastructure
business transactions to be monitored from a • Business aligned view of IT infrastructure
single location. • Visibility of Key Performance Indicators
Monitoring and management of the following:
• Servers
• Data Networks
• Voice Networks
• Custom and Packaged Applications
• Databases and Storage
• Business Process

7. How MTaaSTM Shared aligns IT with Business – Your gain
TM
Cost effective pricing. Opex instead of Capex, MTaaS Shared architecture's strong security
Pay-per-use, and SaaS and Cloud-based delivery are measures ensure complete data security as well as
TM
the key differentiating elements of MTaaS Shared firewall protection. Customers have to pass through a
when it comes to pricing. security token authentication layer to access the
platform.
TM
With zero capital expenditure, MTaaS Shared yields
long-term competitive advantage to enterprises by Agile. The Plug-n-play feature of MTaaSTM Shared
minimizing IT expenditure and maximizing revenue offers customers a highly adaptable and scalable
which is a critical imperative during uncertain environment with complete control and flexibility.
economic times and growing competition.
The Manager of Manager element provides efficient
TM
TM
MTaaS Shared taps the flexible and multi-tenant cross-event correlation polices making MTaaS
advantages of the Pay-per-use service combined with Shared highly scalable and flexible.
SaaS and Cloud-based delivery, further reducing the
IT infrastructure costs borne by the enterprises. Standardized. MTaaSTM Shared is a standardized
service offering that provides a proven approach,
HCL strictly follows a transparent policy while dealing thereby comfortably managing IT infrastructure for a
with its customers. Hence, all utility based costing is wide range of enterprises. It complies with regulatory
shared with the customer leaving no room for hidden frameworks, such as ITIL V3, SOX, COBIT, and
costs. SAS70. It is based on industry standards, such as BS,
ISO, ITSM, and BSM.
Efficient. On-boarding the MTaaSTM Shared platform, TM
enterprises can rapidly and instantly start operations. The compliance allows MTaaS Shared to be easily
Common displays and terminologies for operations deployed across diverse environments. A highly
teams accelerate understanding, leaving no room for process oriented framework, which is based on tried
confusion, thereby improving productivity and and tested industry standards and best practices
efficiency. Out-of-the-box SLA reports save significant ensures interoperability with the existing tools of the
effort and time. Automated repair actions reduce customers.
incident management workload and the required HR
effort allowing IT personnel to focus on innovation and Go Green. By consolidating multiple IT Management
research. tools into a common platform, reducing energy
consumption, and the footprint of tools and servers,
TM
Reliable. The MTaaSTM architecture is built on MTaaS Shared has significantly contributed to the
redundancy with a HA & DR, thus committing for an global Go-Green initiatives.
uptime of 99.99%.
Pricing Efficient Reliable Agile
Pay-per-use Effective utilization Resilient IT Plug-n-play
Custom-made pricing Increased productivity Uninterrupted service Scalable
Rapid ROI Right match Secure Stretchable & Shrinkable
Standardized Go Green
ITIL Reduce operating cost
SOX Improve energy efficiency
COBIT Green Business
SAS70

8. WHITE PAPER
Summing-up
The challenges of cost, complexity, and compliance are nearly overwhelming today's CIOs. Instead of
devising business aligned IT programs, they are forced to concentrate on maintaining and managing
a sloppy infrastructure.
To tackle these challenges and to align with business goals, IT must shift its focus to become a
business-centric line of business. The Industrialized Service Delivery model provides a
comprehensive approach to building and implementing IT infrastructure and managing the same.
By focusing on the service model parameters of cost effective pricing, efficiency, reliability, agility,
TM
standardization, and go-green initiatives, MTaaS Shared enables enterprises to transform their IT
infrastructure into a more business-aligned unit. It facilitates the creation of an empowering IT
infrastructure that provides the best value for money.
The HCL-BMC partnership offers a complete service model platform encompassing end-user
computing, platform operations, data center, network services, IT security services, application
operations and technology consulting.