Identification of Business Needs Visualizing the Service Offering Service Delivery Lifecycle Conceptualization Development Actualization Maintenance Retirement/Transformation Service Requirement Identification of Business Needs Understanding Visualizing the Service Offering Feasibility Study Service Conceptualization Service Development Service Actualization Service Maintenance Service Retirement / Transformation Formation of the Service Offering Establish SLA and OLA Resource Planning Client Platform and Process Adoption Requirements Gathering Service Pre-requisites Service Implementation Feedback and Documentation Identifying Improvement Opportunities Implementation Validation and Feedback Identification of Gaps and Training Retirement Planning Service Harvesting Retirement and Verification Identification of Gaps and Training

Project or Program Governance Security Awareness and Capabilities Managed Services Delivery Capabilities Our Strengths and Customer Alignments Service Delivery Practice Skills and Resources Quality of Service Project or Program Governance Security Awareness and Capabilities Return on Investment > Infrastructure Support > DevOps Automation > Application Support > Environment Build and Support Support Methodology Incidents Problems Change Requests SLA/OLA Scheduled Maintenance Product Releases Engagement Models SLA Contracts Staff Augmentation 24x7 Support Service Delivery Dimensions Service Level Management Service Continuity and Availability Management Capacity Management Service Reporting Information Security Budgeting and Accounting

Case Study – Ecommerce Application and Infrastructure Support Services Customer Overview Leading online Insurance provider in a competitive market with very high volume of business transactions Requires L1 and L2 EComm Application and Infrastructure Support to be provided as a Service with zero downtime on Infrastructure Service Requirement and Overview L1 and L2 EComm Application and Infra Support Services SLA based Services contract Landscape comprises of 22 Pre-production environments, One Live and One Disaster Recovery site Service Development Adopted ITIL methodology for delivering quality Services Framed SLA/QoS including allowable exceptions Defined internal OLA for Service request acknowledgement Best Practices Developed SOPs for repeated service patterns Routine health check processes for App and Infrastructure Configured outage Monitoring and Alerting mechanisms Defined systematic troubleshooting procedures Automated laborious manual tasks Root Cause Analysis and permanent fixes for issues reported Timely escalations Monthly and Quarterly reports to evaluate service levels Service Feedback from the customers Sample Metrics I – SLA Metrics dashboard

Case Study – Ecommerce Application and Infrastructure Support Services Sample Metrics III – Security Patch Compliance dashboard Success Stories Upgraded from 8x5 to 24x7 offshore support model 100% SLA adherence for Priority-1 incidents Improved security patch compliance from approx. 70% to a consistent 99% to 100% adherence all the time 24x7 Seamless Operational Integration with the Customer's Service Providers Customer Benefits ITIL based Support Model Service Levels based Delivery and Governance Flexible and customized Support and Engagement Models End-to-end 24/7 IT Infrastructure Support Infrastructure Monitoring and Maintenance Performance and Capacity Monitoring and Maintenance Service Availability Improved Service Availability and Coverage from 23.81% to 100% for a given week Optimized cost of Operations Increased ROI