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© Mindtree limited 2013
IMS @ Mindtree
Key Concepts and Paradigms
IMS –
Concepts and
Paradigms
The Definition of IT Infrastructure
3
IT Infrastructure Model – An overview
4
Infrastructure and Operations: Blueprint
5
Infrastructure and Operations
6
IT Landscape: An example
7
Definition of major work items in IMS
An event is a change of state that has significance for the management of a
configuration item or IT service
An incident is an unplanned interruption to an IT service, or a reduction in the
quality of an IT service
A problem is a cause of one or more incidents
A change is an event that results in a new status of one or more configuration
item (CIs)
A service request is a request from a user for information or advice, or for a
standard change, or for access to an IT service.
8
Standards and Certifications applicable to IMS
• ITIL - IT Infrastructure Library provides a framework of Best Practice guidance
for IT Service Management and ITIL has grown to become the most widely
accepted approach to IT Service Management in the world. ITIL certifications
are accredited for individuals and service platforms
• COBIT - Control Objectives for Information and Related Technology is a
framework for information technology management and governance
• MOF / Core IO – Microsoft’s practical guidance for everyday IT practices and
activities, helping users establish and implement reliable, cost-effective IT
services
• ISO/IEC 20000-1:2011 is a service management system (SMS) standard,
reflecting the best practices contained in ITIL, MOF & COBIT. Mindtree’s IMS
is certified for ISO/IEC 20000-1:2011
• ISO/IEC 27001 is the best-known standard for an information security
management system (ISMS). Mindtree’s IMS is certified for ISO/IEC 27001
9
Definitions of Key Service Levels
• TTR – Time taken to resolve an incident
• MTTR – Mean time to repair, it should be lesser
• MTBF – Mean time between failures
• TTM – Time taken to mitigate an incident
• FTM – First touch mitigation, tickets resolved by the first assigned engineer.
Also called first call resolution (FCR)
• Availability - Measured for a service, system or an application in %. (Example
- 99.9x%)
• RCA – Root cause analysis
10
DevOps – DTAP model…
11
Cloud Ops: Our position
Internal,
Private
External,
Public
External,
Private
Hybrid
Cloud
Services
Broker / Integrator
Ref: Gartner Cloud Model
Enterprise Mobility: IOPS
13
Enterprise Mobility: Workspace of the future
IMS Pricing Models
15
T&M
Rate
card
Price based on
deployment of
engineers on time and
material basis
Fixed
monthly
price
Fixed price for a given
volume of work and
defined deliverables
Price
per unit
• Pricing per managed
unit (Server,
Desktop, User)
• Pricing per ticket
(Incident / request)
• Pricing can also be
devised based on
measurable business
output
Six-Vectors based estimation model: Managed Services
16
IMS Delivery Models
17
1. Managed Services
delivered by
dedicated team
2. Mindtree and / or
customer locations 1
1. Managed Services
delivered by hybrid
(dedicated & shared)
team
2. Mindtree and / or
customer locations
4 1. Engineers deployed
on a time and
material (T&M)
model
2. Mindtree and / or
customer locations
3
1. Managed Services
delivered by
shared team
2. Mindtree locations
2
Alliances
18
Existing In formalization
Microsoft
Novell
Cisco
Oracle
Citrix
VMWare
ServiceNow
Remedy
Engaging an end-to-end services pursuit
19
Service Continuity with multiple Delivery Centers
IMS Shared Services & Dedicated
Services rendered from both Bangalore
& Chennai Delivery Centers to deliver
service continuity in the event of
disaster in either of this location
Services are rendered from dedicated
ODCs in Chennai & Bangalore with
redundant connectivity to client location
Services are rendered from dedicated
OFs in Hyderabad & Pune with
redundant connectivity to IDC.
20
• Successfully demonstrated seamless
operations during “neelam storm”, “telangana
strikes”, “power outage / storm” in US
• Service continuity tested periodically
Flexible shift coverage to meet different time zones
Operating 18+ shifts to suit different customer
needs
Sufficient overlap between the shifts for seamless
handover across individuals/team
Successfully delivering multiple combinations
across locations
21
• 12.00 to 21.30
• 04.00 to 13.30
• 05.00 to 14.30
• 06.00 to 15.30
• 07.00 to 16.30
• 07.30 to 17.00
• 10.00 to 19.30
• 11.00 to 20.30
• 12.00 to 21.30
• 13.00 to 22.30
• 14.00 to 23.30
• 15.00 to 00.30
• 17.00 to 02.30
• 18.00 to 03.30
• 19.00 to 04.30
• 21.00 to 06.30
• 21.30 to 07.00
• 22.00 to 07.30
Typical Shift Options (IST)
India | USA | UK | Germany | Sweden | Belgium | France | Switzerland | UAE | Singapore | Australia | Japan | China

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Ims at mindtree key concepts and paradigms

  • 1. © Mindtree limited 2013 IMS @ Mindtree Key Concepts and Paradigms
  • 3. The Definition of IT Infrastructure 3
  • 4. IT Infrastructure Model – An overview 4
  • 7. IT Landscape: An example 7
  • 8. Definition of major work items in IMS An event is a change of state that has significance for the management of a configuration item or IT service An incident is an unplanned interruption to an IT service, or a reduction in the quality of an IT service A problem is a cause of one or more incidents A change is an event that results in a new status of one or more configuration item (CIs) A service request is a request from a user for information or advice, or for a standard change, or for access to an IT service. 8
  • 9. Standards and Certifications applicable to IMS • ITIL - IT Infrastructure Library provides a framework of Best Practice guidance for IT Service Management and ITIL has grown to become the most widely accepted approach to IT Service Management in the world. ITIL certifications are accredited for individuals and service platforms • COBIT - Control Objectives for Information and Related Technology is a framework for information technology management and governance • MOF / Core IO – Microsoft’s practical guidance for everyday IT practices and activities, helping users establish and implement reliable, cost-effective IT services • ISO/IEC 20000-1:2011 is a service management system (SMS) standard, reflecting the best practices contained in ITIL, MOF & COBIT. Mindtree’s IMS is certified for ISO/IEC 20000-1:2011 • ISO/IEC 27001 is the best-known standard for an information security management system (ISMS). Mindtree’s IMS is certified for ISO/IEC 27001 9
  • 10. Definitions of Key Service Levels • TTR – Time taken to resolve an incident • MTTR – Mean time to repair, it should be lesser • MTBF – Mean time between failures • TTM – Time taken to mitigate an incident • FTM – First touch mitigation, tickets resolved by the first assigned engineer. Also called first call resolution (FCR) • Availability - Measured for a service, system or an application in %. (Example - 99.9x%) • RCA – Root cause analysis 10
  • 11. DevOps – DTAP model… 11
  • 12. Cloud Ops: Our position Internal, Private External, Public External, Private Hybrid Cloud Services Broker / Integrator Ref: Gartner Cloud Model
  • 15. IMS Pricing Models 15 T&M Rate card Price based on deployment of engineers on time and material basis Fixed monthly price Fixed price for a given volume of work and defined deliverables Price per unit • Pricing per managed unit (Server, Desktop, User) • Pricing per ticket (Incident / request) • Pricing can also be devised based on measurable business output
  • 16. Six-Vectors based estimation model: Managed Services 16
  • 17. IMS Delivery Models 17 1. Managed Services delivered by dedicated team 2. Mindtree and / or customer locations 1 1. Managed Services delivered by hybrid (dedicated & shared) team 2. Mindtree and / or customer locations 4 1. Engineers deployed on a time and material (T&M) model 2. Mindtree and / or customer locations 3 1. Managed Services delivered by shared team 2. Mindtree locations 2
  • 19. Engaging an end-to-end services pursuit 19
  • 20. Service Continuity with multiple Delivery Centers IMS Shared Services & Dedicated Services rendered from both Bangalore & Chennai Delivery Centers to deliver service continuity in the event of disaster in either of this location Services are rendered from dedicated ODCs in Chennai & Bangalore with redundant connectivity to client location Services are rendered from dedicated OFs in Hyderabad & Pune with redundant connectivity to IDC. 20 • Successfully demonstrated seamless operations during “neelam storm”, “telangana strikes”, “power outage / storm” in US • Service continuity tested periodically
  • 21. Flexible shift coverage to meet different time zones Operating 18+ shifts to suit different customer needs Sufficient overlap between the shifts for seamless handover across individuals/team Successfully delivering multiple combinations across locations 21 • 12.00 to 21.30 • 04.00 to 13.30 • 05.00 to 14.30 • 06.00 to 15.30 • 07.00 to 16.30 • 07.30 to 17.00 • 10.00 to 19.30 • 11.00 to 20.30 • 12.00 to 21.30 • 13.00 to 22.30 • 14.00 to 23.30 • 15.00 to 00.30 • 17.00 to 02.30 • 18.00 to 03.30 • 19.00 to 04.30 • 21.00 to 06.30 • 21.30 to 07.00 • 22.00 to 07.30 Typical Shift Options (IST)
  • 22. India | USA | UK | Germany | Sweden | Belgium | France | Switzerland | UAE | Singapore | Australia | Japan | China