© Copyright 2005 Wipro Limited 1 K N K Venkataraman Vice President – Managed Services Wipro Limited

© Copyright 2005 Wipro Limited 2 Agenda IT and Business requirements Meeting The Next Generation Requirement Challenges A Case Study

© Copyright 2005 Wipro Limited 3 Today’s Data Center Realities Most infrastructure components underutilized –Pervasive overprovisioning for peak service requirements Domain-based infrastructure support groups and operations –Few common tools and procedures/processes Inconsistent service-level management and communications –Most business users do not understand their service levels Incomplete information on equipment counts, status, and ownership –Weak infrastructure costing models and processes Inconsistent services and solutions with limited infrastructure leverage Adherence to Security Compliance Most data center environments are still struggling with unmanaged complexity, few standards, etc., leading to optimising opportunities

© Copyright 2005 Wipro Limited 4 Aligning IT to business goals – Maturity of IT Operations 54% of Customer 33% 13% Level 1 Level 2 Level 3 Level 4 Level 0 Chaotic Ad hoc Undocumented Unpredictable Multiple help desks Minimal IT operations User call notification Reactive Best efforts Fight fires Inventory Initiate problem management process Alert and event management Monitor availability (up or down) Proactive Monitor performance Analyze trends Set thresholds Predict problems Automation Mature problem, asset and change management process Service Define services, classes, pricing Understand costs Set quality goal Guarantee service level agreements Monitor & report on services Capacity planning Value IT & business metric linkage II improves business process Real-time infrastructure Business planning Source: Gartner Research (April 2004)

© Copyright 2005 Wipro Limited 5 Business Requirements Driving IT  How do I optimize TCO on the tools investment I have already done?  How can I consolidate different sets of tools, people and process for network management, server monitoring and databases administration?  How can I reduce time and effort to integrate and manage the disparate IT of our newly acquired business with our existing IT?  How can I optimize availability of expert resources to provide support for the few critical heterogeneous systems during non-prime time?  How can I reduce time and effort to migrate and manage new IT environments?  How do I ensure that the system administrators do not maliciously tamper with the server?  How can I ensure that database administrators do not accidentally shut down the production database instead of development database?  How can I easily get the audit trial for all change management to report security (SOX) compliance?  Which are the business processes affected if my network NJZ014 goes down?  How do I get live update on the impact of IT availability on business before my CEO asks me?

© Copyright 2005 Wipro Limited 6 Addressing Challenges Concern Optimizing existing tools and integrating new tools Skill optimization & new technology assimilation Mitigating malicious attacks and avoiding human errors Linking business impact to IT availability Always available MIS Solution Tools Agnostic Virtualization of IT Administration Enhanced Security Business Impact Reporting Live Online Reporting

© Copyright 2005 Wipro Limited 7 Addressing customer concerns through The next generation managed services (1 of 2) Optimizing existing tools and integrating new tools –Tool agnostic process: Process is protected from the tool used for monitoring. It means the capability to solve the problem of global integration / M&A situations. Skill optimization & new technology assimilation –Virtualization of IT operations: Level-1 engineers do not have to re-learn commands if infrastructure changes. For e.g. if all Lotus Notes environment changed to Microsoft Exchange. Mitigating malicious attacks and avoiding human errors –Enhanced security: It is a very new idea not to let even System Administrators have System Administrator passwords. Instead, they are given one time access to the "sick" device. What it also means is that we completely avoid any one inadvertently touching healthy devices.

© Copyright 2005 Wipro Limited 8 Addressing customer concerns through The next generation managed services (2 of 2) Linking business impact to IT availability –Business impact reporting: This is the holy grail of enterprise management. To be able to report which businesses / geographies are impacted because of a infrastructure problem. Always available MIS –Live online reporting: Provides 24x7 live update for open incidents and provides for online analyze of current statistics and historic data. Aligning IT services to customer business requirements

© Copyright 2005 Wipro Limited 9 Schematic Diagram Site A Site B Tool A Tool B Tool C WAN Manager of Manager Password Vault Reporting Engine Service Management ITO Site C Service Centre Sites Monitoring Tools Technology Agnostic Service Management Customer Portal Internet Alert IPLC MPLS ID/ PWD Alerts BSM Ticket Correlated Alerts CPE CPE CPE

© Copyright 2005 Wipro Limited 10 Business Value of the next generation managed services Higher value-add services to your users and Business Units Centralized delivery model – better control on quality Automated Service delivery – higher reliability Tools agnostic Technology - increases addressable customer and tools set Service delivery over Internet - reduction in cost and faster transition time Higher security features – alleviates typical user concerns Platform agnostic technology – requires lower skill people Better reporting features – transparent to users Highly conducive for remote services Scalability – Can lead to non-linear people model

© Copyright 2005 Wipro Limited 11 A Case Study

© Copyright 2005 Wipro Limited 12 Wipro’s Next Generation Global Command Center Ensuring 99.95% availability of IT infrastructure spread across the globe by delivering remote monitoring and management services from the Global Command Center (GCC) Services from GCC  Monitoring  Administration  Diagnostics  Trend based consulting  Elements covered: Servers, network, OS, databases, applications, storage and security Architecture  NOC locations in U.S and U.K  POP locations in U.S, U.K and Japan  GCC across multiple locations in India.  GCC – BS15000 certified site Countries Covered POP Location NOC Global Command Centre Benefits delivered  Proactive 24X7X365 support  Industry expert skills  Proven process oriented service operations  Scalable architecture  World class infrastructure backed by principals

© Copyright 2005 Wipro Limited 13 Screen Shot of Customer Portal

© Copyright 2005 Wipro Limited 14 Thank You Our Promise With utmost respect to Human Values, we promise to serve our customers with Integrity, through Innovative, Value for Money solutions, by Applying Thought, day after day K N K Venkataraman