TechM offering on Managed Services

1. For more information on Tech Mahindra’s Managed Services, please contact:
mktg@techmahindra.com
Americas Europe
Middle-East
India
Singapore
Africa
Australia
www.techmahindra.com
About Tech Mahindra
Tech Mahindra is a global systems integrator and business
transformation consulting firm focused on the
communications industry. Tech Mahindra helps companies
innovate and transform by leveraging its unique insights,
differentiated services and flexible partnering models. This
has helped customers reduce operating costs, generate
new revenue streams and gain competitive advantage.
For over two decades, Tech Mahindra has been the chosen
transformation partner for wireline, wireless and
broadband operators around the world. Tech Mahindra's
capabilities span across Business Support Systems (BSS),
Operations Support Systems (OSS), Network Design &
Engineering, Next Generation Networks, Mobility, Security
Consulting, Testing, and other areas.
Tech Mahindra's solutions portfolio includes Consulting,
Application Development & Management, Network
Services, Solution Integration, Product Engineering,
Managed Services, Remote Infrastructure Management
and BPO. Over 33,500 professionals service clients across
the telecom eco-system, from a global network of
development centers and sales offices across Americas,
Managed Services
Europe, Middle-east, Africa and Asia-Pacific. With annual
revenues in excess of US$ 976 million, Tech Mahindra is the
largest telecom-focused solutions provider and 5th largest
software exporter from India.
Copyright © 2010 Tech Mahindra
All rights reserved.

2. Why Managed Services? How can Managed Services Help?
The telecommunications industry is intimately connected to the global economy. It has traditionally been both a major driver of Enhancing agility to respond to changing market dynamics
economic growth and a beneficiary of that growth. The industry could not escape the heat of the current global recession and saw
Releasing organization bandwidth to focus on core functions
2008-09 as struggling years for achieving much of the planned revenue growth. Falling Average Revenue Per User (ARPU), budget
pressures at both the consumer and enterprise level, causing downgrading of services, delay in adopting higher bandwidth services or Outcome based commercial structures focused on solving business problems
reduction of services, and new entrants have made companies look for innovative solutions to optimize costs. In the current economic
environment, it has become a necessity to revaluate budgetary priorities; focus on resource and cost optimization; and give attention Catalyst for technology & platform transformation leveraging the R&D capability of manage services partner
to core competencies for survival and success.
Management of SLAs linked to business objectives
The Managed Services model has emerged as a saviour in this climate. The model provides the best of both worlds: enabling a faster
time to market and a predictable service delivery, while linking IT services cost to revenue generation. It incorporates technology
transformation to ensure that the business objectives are fulfilled.
Overcoming challenges with Managed Services
The key business objectives for a Telecom Service Provider is to not only enhance customer experience and improve revenue
generating streams, but to do so with maximum business flexibility and at an optimal cost structure. We at Tech Mahindra, understand
these business objectives of our customers. Tech Mahindra with its core focus on the telecom domain generates more than 85% of its
business from telecom operators worldwide. The company has evolved over the years as Revenue Enabler not just a Technology
Provider. Having cumulative experience of over 40,000 person years in the industry, Tech Mahindra is well recognized as agile IT
Partner for stable and predictable operations, with deep knowledge of VAS and High Growth Markets for an E2E Ownership and
Delivery.
As a trusted partner for strategic IT outsourcing and managed services, Tech Mahindra ensures IT alignment with business objectives
of clients through its service partnerships, customer centric approach and operations experience instilled with the industry best
practices. As the outsourcing industry matures, Tech Mahindra's services portfolio expands to resolve client's critical strategic concerns
1 Organize
2 Industrialize
3 Optimize
4 Align with
Business 5 Continuous
Improvements
and not just the bottom line pressures. Our offerings are built on experience of servicing global telecom giants and technology
Tech Mahindra helps companies innovate and transform by leveraging its unique insights, differentiated services and flexible
partnerships with world's best solution providers. partnering models. This has helped our customers reduce operating costs and generate new revenue streams.
At Tech Mahindra, we believe that Businesses must develop a blueprint for transforming IT from a technical orientation to business
service orientation. Our customer-centric approach enables us to provide the right solutions to new customers and continue providing
focused solutions to existing customers thereby creating more long-term value .We strive to reduce the cost and complexity of IT
infrastructure while enhancing flexibility and productivity; and go beyond cost reduction by re-investing savings for higher
performance and innovation. Our Approach to Managed services transformation is five fold:

3. Cost Take Out Offerings
Applications Management and Operations
At Tech Mahindra, the business benefits CRM Systems Enterprise. Apps
from outsourcing end-to-end or specific
Customer service portals ERP Applications
applications management and operations
extend beyond the higher profitability Customer creation and order Financials,
inherent in lower costs. Both incumbent handling
Logistics
and greenfield operators have reaped the Dealer and partner management
benefits of our telecom business acumen, HRM
commitment for value creation and Revenue Assurance and Fraud
Supply Chain
capability in implementing industry best management
practices for service delivery like ITIL. Tech BI / Data warehousing
Number Portability
Mahindra follows a robust and proven Data mining
service delivery framework to ensure Loyalty management
smooth execution of processes facilitating MIS reporting
OSS Applications
achievement of business objectives. Analytics
Fulfillment
BSS Applications Office Automation Apps
Service Configuration and
Billing/Mediation systems Activation VAS Applications
Product/ Tariff configuration, Service Provisioning Service Delivery Platforms
Rating and Bill / Invoice generation Service Assurance Service Creation and Provisioning
CDR Rejection Analysis Fault/Trouble ticket management Content management
Interconnect & Interparty Customer Impact analysis Service Testing
settlements
Operations Support VAS portfolio Management
Work-flow Management SMSC/ MMSC/USSD Management
Inventory Management WAP Gateway Management
Platform Management Services
At Tech Mahindra, we clearly understand Tech Mahindra assumes responsibility of
Portfolio of Services
Security Management function includes:
how important it is to have a stable and
scalable IT infrastructure. Our IT Managed Security Services with Data Centre Operations and Support to Tech Mahindra offers full spectrum of Managed
Infrastructure Management functions can Monitoring, Administration and ensure client’s computing equipment and
Support for the logical and physical their environment are operating at their
Services to Incumbents & new entrants. Our offerings
protect your IT investments through a
professional approach to IT Infrastructure security measures for application designed performance levels. Data Center cuts across Business Processes, Application,
Management. As an end–to–end Managed systems and associated data Management includes: Infrastructure and Network, bringing in the expertise
Services Provider, Tech Mahindra takes on networks
24x7 Operations Monitoring that spans across all aspects of the Telecom business
the primary responsibility for managing all Identity and Access
the applications (BSS/OSS & SDP) platforms
Capacity Management including Fulfillment, Assurance, Customer Care, Billing,
Network Security Network, Data Center & Support functions along with
that exist as part of service roll out. Platform SLA & Management Reporting
Management Services includes: DRM a choice of Pricing and Operations model. Keeping in
Storage & Backup Services includes:
Servers & Mainframes Management IT Network Management function
Monitoring Services
mind your specific needs, we have designed our
includes: includes Monitoring & Management of IT portfolio with “Cost Take Out” Offerings, Revenue
network with: Restore
Reporting & Administration Management Offerings & Offerings for New Businesses.
Device Monitoring Failure Investigation
Systems and Storage Architecture
WAN and LAN End-User Services includes:
Performance Management L1 L2 Service Desk
N/W Design and Engineering Messaging
Desktop/Laptop roll-out

4. Revenue Management Offerings
Billing Service Bureau
Being able to offer voice & data services,
prepaid/ postpaid models & convergent
offerings requires sophisticated,
convergent billing systems that support
next-generation services.
We offer outsourced billing services
wherein we take on the responsibility of
managing your entire billing process.
With implementation of industry best
practices, secure IT infrastructure &
judicious mix of off-shore & on-site
delivery models, the Bureau can reduce
your billing operations costs substantially
without sacrificing service levels. We
More Control with ‘Pay as you Go’ Web Portal for Business users &
absorb your information technology (IT)
model Partners
capital costs & keep your infrastructure
current by incorporating the latest Enhanced Competitive Edge by MIS & Reporting with
technology & spreading the overhead enabling implementation of Comprehensive Revenue & Traffic
among many client carriers. innovating rate plans, discounts, Reports
payments & revenue treatment Helpdesk Support includes Trouble
Our Billing Service Bureau brings the
same operational efficiencies & benefits Interconnect Billing Service Bureau Ticketing & 1st Level Support
to small & medium sized carriers as it According to global estimates, telecom Value Proposition
provides to our large client carriers. The operators lose 3-4% interconnect Operational Efficiencies
start-up carrier can go live in a shorter
revenue every year. For a mid-size tier 2
time frame than acquiring & Scalable operations
operator, this could mean revenue loss
implementing their own billing system. No Incremental Investment due to
of as high as € 20 million!
An established carrier can quickly launch growth in CDRs
a new service or technology & begin Under billing, wrong CDR reconciliation,
inter-partner settlement disputes, Improved Report Generation
billing & revenue collection almost
immediately. Gradually seamless inconsistent calculation practices used by Leverage business process
transition can be made to our Service various operators & interconnect fraud are management experience and
Bureau without service disruptions to some of the reasons for this revenue loss. provide on-going process
customers or interruptions in the revenue Tech Mahindra Interconnect Billing Service improvements
stream. Bureau offers Outsourced Interconnect Regulatory Compliance
Value Proposition Billing Services where we take on
Reduced Interconnect disputes
complete responsibility of managing your
Flexibility in billing services with Reduction in outstanding dispute
Interconnect Billing Process. Our Service
combination of subscription, duration
Bureau is well equipped with best-of-
duration, distance, volume,
breed solution to cater to Converged and Business Benefits
quantity, content value & quality of
Next Generation Billing scenarios. We
service On time and Accurate Invoices
deploy quick and efficient dispute
Demand-based Scalability based settlement and efficient interconnect Reduced delay in invoicing
on number of Subscribers, volume contract management processes. This not Minimized revenue leakage by
of usage transactions and the only helps plug revenue leakages, it also avoiding delay & wrong
complexity of tariffing for these enables you to prevent possible leakages configurations
transactions in multi-party settlement scenarios.
Flexible & quick adaptation to
Speed to Market with ready to use Handled by a team of Interconnect Billing change (market and regulatory)
billing platform, ensuring quick experts, our Service Bureau ensures
Web Portal for Client interaction (
implementation of new product smooth operations of your outsourced
Incident Logging, Reports &
launches, new packaging schemes interconnect division. We ensure proactive
Queries)
for a rapid response to the market Reconciliation with other Operators
& to competitors through:

5. New Business Offerings
Consulting and Program Management MVNE Services Business Continuity Management &
Disaster Recovery
For over 20 years, Tech Mahindra has Managed Services offers aspiring MVNOs
been partner to several Telecom and Greenfield operators a complete turn- Today companies are exposed to multiple
companies in their transformation key solution which includes: threats such as power disruptions, cyber
journey. We have harvested integrated attacks, accidents, environmental
Operations Functions
suite of leading-edge business as well as disasters and sabotage. Tech Mahindra
technology assets to help Telecom clients Cross Functional Support/ PMO helps clients conduct business as usual
get answers to complex problems that while meeting all regulatory obligations
Application Operations
emanate from fast changing Business, through its Business Continuity
Technology and Regulatory environments Data Center Operations Management framework. Our
such as Mergers & Acquisitions and IPs Application development experienced team of certified
everywhere. professionals in BCM (CBCP, BS25999 LA,
Integration support BCCE) implement DRII, BCI & BS25999
Tech Mahindra has a dedicated pool of
MIS derived methodology providing Industry
Consultants and Subject Matter Experts
Best Practices. The services offered are:
with vast experience in following areas: Helpdesk
IT & Network Transformation Assessment Services
Optional Components
Business Case Development Disaster Readiness Assessment
Customer Analytics/ Business
Network and Enterprise Intelligence Business Impact Analysis
Infrastructure Consulting
Value-Add Applications (e-Top, SMS) Risk Assessment
Supply Chain and IT Spend
Infrastructure Build & Procurement Design and Development
Management
Data Center/ Rack Space Strategy Consulting
IP Solutions as a Service
Links with Redundancy Process and Plan Development
Security Consulting
Revenue Management Services Servers, SAN, Firewalls and Routers Implementation
Remote Operations Tools (Citrix) Implementation support and User
Training
Application Software Licenses
Testing
MVNO Sample Solution Stack Drills/Tests support
Maintenance
Update plan periodically
Test response and recovery
measurement
Deliverables:
Risk and Business Impact Report
Documented Business Continuity
and Disaster Recovery Plans
Implementation Report
Training presentation
Infrastructure Build & Procurement Operations Functions Test Review Report
Data Center/ Rack Space Cross Functional Support/ PMO Periodic Review Reports
Links with Redundancy Application Operations Benefits:
Servers, SAN, Firewalls and Routers Data Center Operations Assurance to stakeholders about
Remote Operations Tools (Citrix) Application development continuity of operations in an
Application Software Licenses Integration support
event of a disaster
MIS BIA enables process resilience
Optional Components which results in expenditure
Helpdesk
reductions
Customer Analytics/ Business
Intelligence Structured, scalable and effective
Value-Add Applications (e-Top, etc.) response systems to address
business interruptions

6. Tech Mahindra uses worldwide standards for ensuring consistent quality of its deliverables across countries and business units. These
standards are gathered in the SEDEO™ Methodology, a global Managed Service delivery methodology for strategizing, evaluating, designing,
executing and operating complex programmes using the five phases in SEDEO™. SEDEO™ focuses on providing long-term competitive
advantage to our clients as a basis for a long-term relationship with them. Success Story
te Stra
teg
3 (Hutchison), is a new entrant in 2G/3G mobile market in Indonesia and through our Strategic
er a
Op i
Outsourcing engagement it took less than 6 months from Concept to Launch mobile services
ze
in highly competitive market. Working with 10+ Partners and 20+ different components, Tech
Methodology
Mahindra enabled the first ever New Architecture Deployment for converged Real-Time Billing
for
Managed & Customer care system with 100% Real-time Billing for both prepaid and postpaid services.
Evalua
ute
Tech Mahindra designed the architecture based on leading COTS products in BSS domain
Exec
Services
te
providing a best of breed solution. Tech Mahindra is responsible for maintenance and support
Design
for complete BCCS environment including Change Management, Application Support L1, L2
and L3, Hardware and Network Support, Database Management, Version testing and Release
Management, IT Asset Management as well as ongoing Vendor Management. Tech Mahindra
Client acts as client's IT arm and Strategic Partner for all delivery, operations and IT requirements
within the organization. All the day to day operations are handled by Tech Mahindra, leaving
Robust and Proven Governance Model Quarterly the client's executives to focus on their core business. The success of this turnkey
Strategic
Review
Tech Mahindra believes that good governance Steering Committee
Client CIO/CTO
Program Health-Check implementation of BSS with exclusive ownership for the Build, Operations, Maintenance and
leads to effective value creation of IT functions. At Dispute Resolution Steering Committee
Tech Mahindra, we have a well structured IT Strategic Direction VP-Managed Services Support can be estimated by the fact that 3 acquired 4 Million subscribers in very short
New Investments
Governance Model which facilitates effective timeframe.
coordination and communication between Monthly Conference
executive management, line of business, and the
Tactical
Business Metrics Review Tech Mahindra Program
Client Program Manager Key Risk/ Issues
project management office and delivery teams. Capacity Review
Manager
The strategic, tactical and operational Governance Audit Compliances
practice adopted at Tech Mahindra is described in
the adjacent figure. Weekly Conference
Operational
Project Status Report Tech Mahindra Delivery
Client Project Issue Register & Resolution Manager
Heads Daily Reviews As- Required
IT Support Issues
Ranked 11th Largest TOMS
Multiple levels of contact across both organizations to deepen the relationship & enable constructive collaboration vendor by “Market Share:
Top 10 Global Outsourcing Ranked 1st in Telecom Software 5th Largest IT Company in Telecoms Operations
Companies in the World (IAOP Category from India, V&D 100 India, NASSCOM 2009 Surveyt Management Systems –
Tech Mahindra Advantage Global Outsourcing 100, 2009) (Voice & Data 2009) Worldwide, 2006-2008” -
Proven Capability to Take-on than 50,000 servers, 80,000 system integration May 2009
Large Strategic Outsourcing Network elements and 200 competence
Contracts mainframes
Operations experience instilled
Tech Mahindra has won and Handle more than 160,000 IT with the industry best
executed some of the largest support calls every month practices needed for
outsourcing contracts ever managing and running a
Processing over a Billion billing Proven
awarded to an Indian IT company Telecom Carrier's IT systems,
records every day Operations
Data Centre and networks Real-Life Expertise
Greenfield Expertise One of the largest Billing Excellence Award for
Improving long term
Transformation Award for Brand Leadership Category “Best Billing
Bureau in Asia handling 120 Experience Marketing in IT, 2007 IT
Nine Greenfield performance for our clients (IT Sector) Solution”
million CDRs per day People Awards for
implementations under with performance measures Excellence in IT.
aggressive timelines executed Multiple transformation based on productivity, quality
in last couple of years engagements with operators and achievement of business Launch
Three Greenfield such as BT, Telecom New objectives Management
Capabilities
implementations underway Zealand, Telecom Fiji to name a
Best practices that can be
few
Existing Customer Engagements customized to our clients
Best Practices requirements
Catering to 5 out of top 10
Fortune 500 Telecom Proven expertise and Ability to efficiently manage MSC Malaysia
Innovation in Recruitment, Vertical Growth Leadership in Telecom
Operators experience in providing financial, operational, Status granted by
2007 – 08 (Asia ICT Awards 2007)
platform consolidation and technological and regulatory Mdec Malaysia (2007)
Serving over 150 Million technology transformation risks for customers with
subscribers with a rich library of world- “proactively proposed
Operate and manage more class solution frameworks and stringent service levels”