1. 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

2. 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

3. 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

4. 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