February 2, 2022

Managed Services
Overview 3 4
Transition,
Agenda
2 Governance & Success Stories
Quality
Meet Integrated
Team Workspace & Data
Centre Services
 About Team Computers Customers

Celebrating
Business forecast
2000 Cr.
3000 Cr.
2500+
Enterprise
1400 Cr. Mid Market
33

Rs. in Crore
Govt./PSU
Small

Years of
Service
750+ CAGR

31%
locations

Members
Partnering in
Hardware &
Infrastructure Software &
Applications
Digital Transformation 3000+
Software Developer
Digital
Business Analytics
Transformation Data Scientist
Information Security
Business Development
Infrastructure Support
Services Others/Shared
(XaaS) Cloud Analytics Security Collaboration
 THINK BUILD OPERATE

Managed
Server & Hyper Remote Infra Print
Smart Edge Storage Converged Management Services
Mobility
Application Analytics Devices
Smart edge
Mobility
computing
Data Center Technology
Software Network Managed Staffing
Printing Audio As a Service Solutions Services Solutions
Solutions Visual
Collaboration Automation
Printing Cyber & Endpoint Annual
Solutions Security Cloud Enterprise Maintenance
Managed
& Device Security Contracts
Services
Management

Software Devices Infrastructure Services

PARTNERS PARTNERS PARTNERS PARTNERS

 1000+ Customers Family
Banking

Insurance

Government

Media

Healthcare

Financial Services

Manufacturing

IT - ITES

Retail

Telecom
 INFRASTRUCTURE MANAGEMENT SERVICES

Managed Services (MS) Technology Staffing Solutions

(TSS) End User Services (EUS)

● Service Desk Operations ● Temp & Contract Staffing ● AMC Services (EU & DC Infra)
● Digital Workplace Service ● Permanent Staffing ● Installations & Warranty
● Network & Security Management ● Offshore Project Staffing Support
● Server Management & ● Resource Management ● Managed Print Services
Virtualization Solutions ● Device as a Service
● Storage & Backup Management ● IT Upgrade & Consumables
● Hybrid Cloud Infrastructure
Management Operate ● Spares & Accessories

24x7 RIM-Command Tools & Automation Smart Transition ITIL / ISO 20000 based 3-Tier Governance
Centre Accelerators Framework Process Framework Framework
 Committed to Your Peace of Mind

Assure Enhance Optimize

100% Consistency Time & Budgets
Business in Operations for New Initiatives
Availability
Human Capital
 Our People

Hiring the right people Managing Them

All employees on Team’s Payroll

3-Tier Hiring Process Backup
Background Verification
Skill Development Retention
Orientation / Onboarding

Optimus Spark Career Path

Team Gurukul Rewards and
Recognitions
 Process Framework
Governance
Structure
Well defined
Governance Structure
during Transition with
Risk Communication and Accelerated
review Frequency
Management defined as part of Transition
Transition Plan Pre-Transition Trainings,
Managing risks on a Orientation Sessions for
daily basis Readiness
Weekly Transition Boot Camp for increased
Management Review understanding of Customer
Meetings Culture

Well Defined Transition People Security

Gating Criteria Management Takeover Complian
De Risked Office t
Transition Rating of Reverse KT Retain Critical
Session Transition
Knowledge by
Process documents
Joint Go Checklists
Historical hiring key
approved by Customer Analysis resources.
On-board Process and
Automation SMEs at the
commencement of
Minimal Transition to create a Identify
Disruption Transformation opportunites
to Business Roadmap for Savings

ISO 9001 ISO 27001 ISO 20000-1 Integrated Management System ITIL PMI Framework
Our Service Delivery Framework is fully aligned to ITIL v3

Senior Engagement Customer

Engagement
Management Risk Management Relationship
Review
Managemen Management
Monitoring
t

Start Demand Management Service Strategy Service Portfolio

Management

Transition & Service Design Service Transition Service Operation

Transformation Service Level
Management Change Management Event Management
Service
Transition Project Plan Supplier Management Delivery
Incident Management
Closure
Service Delivery Plan Release Management Service Request
Capacity Management
Fulfillment
Knowledge Capture & IT Service Continuity
Transfer Management Configuration Access Management
Availability Management
Calibration Problem Management
Management End
Service Catalogue Service Validation &
Transition Certification Functions
Management Testing

Service Measurement
& Reporting
Continual Service Improvement Improvement Process

Umbrella Processes
Knowledge
Audit Reviews & Governance Framework
Management
Partner
Journey Eco
soSystem
far….: Building Center of Excellence

End user
& Mobility Data centers Networking Cloud Security Audio Visual
 Automation & Tools Ecosystem : Building Center of Excellence

IT Service Monitoring & Cloud Patch

Management Management Automation Chatbots Management
Management
We are there… Everywhere (Interiors of Manipur to high up in Leh)

750+ Assure 100%

Support
Locations Business
Availability

Enhance
100+ Consistency
Spare Hubs In Operations

Optimize

2000+ Time &

Budgets For
Engineers New
Initiatives

Support locations

Spare Hubs
Team Computers Managed Services Client
Coverage
 1
Agenda Managed Services
Overview
 Managed Services: Capability

15+ 100+ 5+ 1500+ 500+

Years of MS Satisfied Clients Accelerators & Highly experienced ITIL certified
Experience Frameworks Consultants Resources

Multi-Vendor Service
Converged Operations and Supporting 50+ of ET Strong Alliances
Integration in Multiple
Industrialized Delivery 300 companies and Partnerships
Engagements

Robust Processes,
Watertight and noiseless operation
32% CAGR in 99% SLA Compliance Continual
through full stack of Automation and
Managed Services for Managed Services Improvement, ISO
Command Centre Model
20000 & ISO 27001
 Hybrid Service Delivery

Clientage in all ITIL Governed Critical devices in all DR Sites in different

Verticals Processes domains Supported Seismic Zones

RIM Command Centers

Uninterrupted
Predictive Proactive
24x7 Reports
Monitoring
Analysis Remedies

Gurugram Bengaluru Uttarakhand

Coming Soon
 Robust and
Secure Infrastructure
Security Power Supply Communication
Firewalls 100% Power Backup Leased Line Fiber
Connectivity (Tata)
Secure Site to Site VPN High Redundancy
Tunnels Toll Free with VOIP
24 Extensions in Gurugram
Biometric Perimetered 12 Extensions in Bengaluru
Command Center

100% AV Compliant End

Points

24*7 Building Security

Our Target Operating Model : Converged Operations

Governance
Balanced Service Risk Performance
Reporting
Score Card Excellence Management Management
•
•
Automation
Cognitive
Level 1/2 Cross Skilled Converged Ops

Predictive
Analytics
• AI

Cognitive Intelligence Platform

Incident, Problem, Cross-Skilled Tech
Ch and Change Support
Integrated Monitoring
at

Continuous Transformation
Cross Tower Identification & Resolution
Email

Enhancement
Workload Continuous
Service Analytics

Shift Left
Tool
Optimization Improvements

Portal

Technology Based Support Team

Correlatio
Level 3

Event

n
Phone
EUS | Server | Storage | Backup | Network | Database | Security
toring
Moni Continuous Innovation Office

Resolution
ts

Auto
er
Al • On call Capacity / Design and Automation Tools
• Alerts & Events Performance Architecture Architect Management
• Monitoring

3x Integrated Enhanced Analytics High quality

Improvements in Service Delivery and System Availability and Digital and Automation Service Operations
operation economics Operations Proactivity with Zero Errors
 Workplace
2 Services
Overview
Integrated
Agenda Databases &
Workspace & Data
Middleware
Centre Services
DC & NW
Service
Offerings
Cloud Services
Offerings
Datacentre & Network Service Offerings
Consulting Transformation Operation
▪ Infrastructure consolidation ▪ Software Defined Datacenter (SDDC) ▪ 24x7 DC Infrastructure Monitoring
assessment Implementation through NOC

▪ Assessment for Cloud Adoption ▪ Hyper Converged Infrastructure ▪ Windows and Unix/Linux
Solutions Administration
▪ Datacenter Migration Strategy
▪ Server, Storage & Network ▪ Storage & Backup Management
▪ Technology Refresh & Obsolescence Virtualization
Roadmap ▪ Datacenter Workload & Capacity
▪ Consolidation of DC, Server, Storage Management
▪ Infrastructure Services Analytics & Data Backup
▪ Server & DC Patch Management
▪ Orchestration & Automation ▪ Platform migration and simplification
▪ LAN/WAN Management

▪ AV / IP Telephony Management

Our Tools, Alliances & Partnerships

Cloud Infrastructure Service Offerings
Consulting Transformation Operation

Assessment & Roadmap Consulting

Cloud Platform Setup & Migration ▪ 24x7 Monitoring & Administration
▪ Cloud Strategy (SaaS, IaaS, PaaS) ▪ Private, Public & Hybrid Cloud Setup ▪ Server & OS Management in Cloud
▪ Application Portfolio Assessment
(Business Process, Compliance, ▪ SaaS Package Implementation
Technology, processes etc.) ▪ User and Security Administration
▪ Infrastructure Assessment ▪ Cloud Migration Factory ▪ Performance Monitoring and Tuning
(Technology, Network, Security,
Identity, Processes etc.) o Application
▪ Provider Assessment (SaaS, IaaS, o Content & Data ▪ System Backups
PaaS) o Infrastructure
▪ Cloud Security Assessment & Audit
support

Our Tools, Alliances & Partnerships

Database Service Offerings
Consulting Transformation Operation
▪ Database Design And Architectural ▪ Database Migration ▪ Monitoring Of DB Landscape
Review Services ▪ Provide Solution For Heterogeneous ▪ Automation Of Capacity Management
▪ HA And MAA Design Solution ▪
migrations User / Schema Management
▪ Disaster Recovery Design And Build ▪ Standardize and Consolidate Databases ▪ Performance Management
▪ Database Audit, Consolidation And ▪ Database Mundane Tasks Automation ▪ Implementation Of Cluster And High
Standardisation Availability Solutions
▪ Transform Physical Architecture For
▪ Recommendations To Improve DB ▪
Performance Benefits Implementing Replication
Management Maturity
▪ Database Normalization ▪ Database Backup And Restore
▪ Provide Automation Tools Consulting
▪ Database Tools Consolidation And ▪ Database Optimization
▪ Database Upgrade And Migration
▪ DR Operational Support
remediation

Our Tools, Alliances & Partnerships

Workplace Capability

Strategy Consulting, Architecture and Planning Workplace Enablement

WORKPLACE SERVICE Workplace Engineering Workplace Operations

OFFERINGS

1500 1000+ 100+ 10,000 10+

+Associates Certified Technology +person years of Languages supported
CAPABILITY & through Shared CC in
Associates SMEs experience
EXPERTISE Gurgaon

Workplace Consulting for 40000+ Desktops 50000+ Incidents 350000+ On-Premise 5000+ Mobile
ET 300 Companies Managed Managed per Month Mailboxes Migrated Devices

EXPERIENCE

ALLIANCE &
PARTNERSHIP
Service Desk: Service Offering & Capability Overview

Service Offerings Clients

Service Desk ITSM System Service Desk
Consulting Management Operations
• Baselining existing • Tools evaluation through • 24x7x365 multilingual
Service Desk operations Proof of Concepts (PoCs) service desk support
(Assessment & • Process Definition & through web, email, chat,
Benchmarking) Mapping phone
• Performing Gap Analysis • Implementation of • Incident and Service
• Recommendations on Service Management Request Management
Organization, Process Tool • Remote diagnostics and
Improvements, Tools, • Data setup and Migration troubleshooting
Performance • Report Customization • 50+ KPIs using SD tools,
Management • Integration ACD, etc.
Framework, etc. • Version Upgrades • Service Level Reporting
• SD Consolidation /
Transformation

Characteristics Partners
Multilingual Support ITIL / ISO 20000 50000+ 50+ KPIs tracked in
through Partners Compliant Tickets Per Month Engagements

High FLR/FCR Flexible Delivery & Self Help & Shared Delivery
through Shift Left Pricing Models Automation Model
Establishing Service Desk: Service Transformation

Shift
Left Enhanced Knowledge Base Automation
• Simplified & quick search • Minimize manual handling of repetitive
• Leverage investment in KM Tools tasks
• Enable self service features
• Notification and communications based on
pre-approved templates

User
Centricity User Collaboration Persona Based Support
• Engage users by enabling social • Enhance user experience with user aware
• Enable users to help among conversations
themselves • Enrich Tool database with user data
• Actively seek user feedback

Analytics &
Metrics Service Analytics Process Adherence & KPI’s
• Track and Improve user acceptance • Strengthen adherence & simplify
• Enhance user experience with processes
awareness of historical issues faced • Establish KPI’s as only method to measure
• Provide input to L2/L3 teams for issue performance
prevention • Report live performance trends
End User Computing : Service Offerings

Workplace Enablement Collaboration Desktop Engineering Mobility Security

• User Profiling • Productivity Apps • Platform Upgrades • BYOD • Endpoint security
• Workplace policy & • Messaging • Image Creation and • MDM • ATP, Anti Malware
processes definition • Content Management Management • Remote Access • Email Spam Mgmt.
• System Management • Social • Application Packaging • Desktop Virtualization • Device Hardening
• Patch Management • IM • Zero/Lite touch • Application • Data encryption
• Identity and Access • Unified deployment Virtualization • Data loss prevention
Management Communications • Access Management • Identity Management
• File Sharing

Workplace Toolsets Supported Key Customers

Continuous Transformation: Envisioning Digital Workplace
Digital
Workplace
Current Optimized Modern Enabled
Desktop/ Desktop/ Workplace Business
Laptop Laptop

Modern Business App

Traditional Workplace Traditional Workplace Modern Workplace Modern Workplace

Better Security and UI Better Security and UI Better Security and UI

Reinvent Productivity Reinvent Productivity

Increase Revenue

Journey elements Provide Customer the ability

A mobile application solution
to better collaborate, share
represent a series of IT can secure and monitor real
data in new & innovative ways
that helps increase
focused outcomes that time credential usage and productivity by giving
can be combined into a secure user identities using
(e.g. O365, Mail, SharePoint,
associates the information
Win 10 & Azure AD they need to engage
single program. Skype, OneDrive++ with
customers
Windows 10)
Amplified Outcome Model

▪ Scripted automation for routine tasks like

▪ Robot - Workflow based automation
health checks, ID creation , refresh ▪ Guided resolution for L1.5 tasks
▪ Automate agent recovery
▪ Automate DB service shutdown & startup
▪ Automate Services shutdown & startup
process during maintenance activities
process during maintenance activities ▪ Scripted handling of false alerts
▪ Scripted
AI & MLResponse
based event correlation to reduce
For Service
white noise Desk
and time spent manually identifying
DO LESS DO FAST
relationships

▪ Monitoring Tools Rationalization – Optimize ▪ Proactive space management, performance,

and reconfigure capacity issues to avoid potential downstream
▪ Real-time Infrastructure health dashboards issues
through BI ▪ Automate patch management
▪ Infrastructure standardisation, Consolidation
DO MORE DO BETTER
▪ Optimize script & Backup methodologies
Rationalization & Modernization
 Automation

Self Heal Self Help Remote Management Policy Control

App Cleanup Lock Unlock User Change Hostname Enforce Wallpaper

Machines
Registry Cleanup Uninstall S/w Screen Display Control
Chrome Issues
PC Tune Up Wipe Device Data Blacklist App Control
Solve VPN CISCO issues
File Folder Cleanup User Profile Selection Program Execution Control
Resolve Printer Issues
Startup Optimization System Restore Point Service Registry

Browser Optimization
Zero Incident Methodology

Moving towards Zero Incidents

Self Heal

Call Trend Analysis Identifying Root Defining Solution

(Pareto Rule) Cause (Utilizing Self Help
knowledge base)

Manual
Intervention

Send feedback
Shift Left Approach for Service Transformation

On call Field Support

Onsite Support by
Unified Service
Self Heal dedicated Engineer
Desk
Automation

L -1 L0 L1 L 1.5 L2

Self Help Remote Support

0
1 Min 5 Min 10 Min 15 Min 3 Hrs 2 Days
Min
 Automation Roadmap
Better User
Experience

Helpdesk
workload
reduction

Incident
reduction

Zero Y-on-Y Cost

+ Automation Outcomes
Today Incident reduction
Program
Empowered
users and
Better IT
enablement
Monthly Average Process Optimization and Increased
● Self heal
Tickets Re-engineering uptime of
● Self Service portal
● AI based Chatbot business

Supports
future growth
1 Month implementation + 2-6 month Adoption Period strategy
Shift From Reactive to Predictive

REACTIVE PREVENTIVE PREDICTIVE

Fix it when it breaks Maintain at regular Predict exactly when it will

intervals so it doesn’t break and maintain it
break accordingly

● Reduce Unplanned Downtime with Predictive Analytics

● Increase critical assets reliability & performance
● Cost reduction in operations & maintenance
● Improved workforce efficiency
● Uninterrupted, responsive, reliable access to the systems and information
Automation Framework

Reconnaissance Build Execute Transform

Process Mining DISCOVER MONITOR ANALYZE PREDICT REMEDIATE SLA/SLO Aware delivery

Data Acquisition Shift Left

Ease of operations with
Event & Entity Relationship
Touch-less services
Auto-discover all End to End Analyze Predictive Automated
Behavioral & Usage Insights Risk Management
mission critical enterprise alerts/events techniques to remediation with
workload & IT performance across tools prevent outage minimal or no Agility
Progressive Self Learning assets monitoring manual
intervention Disruption Readiness
Chatbot- Benefitting Users
24x7 User interface
and updates

Ticket logging
and updates

Self Help:
Solve issues through
explanatory videos

Skill Assurance:
Web links for supervising
resolution activities
Adoption Strategy

Awareness Programs Trainings Enforcement

Periodic Reviews of adoption programs and drives

Faster adoption of New Technology/ Processes by End Users

Managing our People

Ensuring Backup
An Attendance App To
Manage Availability
Optimus Spark - Talent Management Portal
Re-imagining Field Support

Service request
received

Service
request
assigned

Customer
Order Item
Payment
received installed
Item received
delivered

Customer Pro-active Automated Alerts

Experience
in B2B
Tracking Installation made Easy
Completed

Initiated

In Process
Our Value Proposition

Converged Operations Cloud-like Experience Do Less Through Automation Business First

▪ One-Touch resolution ▪ Automated provisioning of ▪ Identification of candidates ▪ Beyond IT- link operational
▪ Single point of ownership for services for automation & metrics to business KPI
all incidents across Compute, ▪ Noiseless monitoring and elimination ▪ Establishment of support
Network, Security, Storage, infra housekeeping without ▪ Guided operations and for Critical Business Events
Backup, Cloud, and Database impacting business ops Runbook automation ▪ Ensuring reliability of IT
▪ Cross functional teams to ▪ Rapid de-provisioning ▪ Predictive Analytics infra to support continuous
enable faster response ▪ Real time dashboards ▪ Intelligent rule-based business operation
dynamic workflows

Tools and
Accelerators HYBRID CLOUD
AUTOMATION AI Chat BOT ASSESSMENT PLATFORM ENABLEMENT PLATFORM
Smarter Execution User Experience Cloud Readiness Cloud Assurance
 Why Clients Love To Work With Us

People Focused Passionate and Flexible, Responsive & Accessible Top

Hungry Agile Team Management
Continuous skill gap assessment
and training Team Gurukul
Ranjan Chopra, MD

Zero Incidents
Methodology Shift Left Approach Next Gen Tools Process Based Approach

Proactive approach Service Transformation State of the Art RIM CC ITIL and ISO based processes for
to incidents Geo-tracking Engineers service delivery
 Key Service Outcomes

Reduction Improvement Improved

of Incidents of TAT Business Uptime

Improvement Improved Cost

in CSAT End User Experience Optimization
 3
Agenda Transition,
Governance &
Quality
Smart Framework for Seamless Transition
Customer & Team’s Support handshake
Transition Knowledge
Shadow Reverse Shadow Calibration Steady State
Planning Capture
Kick-off Plan Observe Guided Support Support SLA Monitoring
Database monitoring
Study/Estimate Demonstrate
Capture Demonstrate Execute Metrics Monitoring
& L2 support
Activities Plan/Setup Baseline
Demonstrate Build Repository Update Repository Process Improvement Quality Assurance

Baseline Baseline Update Plan Playback Optimization Performance Mgmt.

Resource Hiring/
Rebadging
Integration with Team’s Existing L 1.5 Support Team Onboarding / Training Knowledge Mgmt.
▪ Metrics Reports
▪ Production Support Run book ▪ Level 1 & 2 Certification Report
▪ Transition Plan ▪ Continuous
▪ Transition Plan ▪ Service level definition document ▪ Process Handbook
Deliverables ▪ KT Curriculum improvement -
▪ KT Templates
▪ KT Curriculum ▪ Knowledge Capture Documents ▪ Support Plan Update
Automations/Value
▪ KM Tools ▪ KT Status adds / Best Practices

Tools WebEx, Audio/Video Conferencing, KT Scorecard, KM System

Knowledge Knowledge Knowledge Knowledge

Knowledge Acquisition
Planning Verification Implementation Management
Knowledge Transition Checkpoint

Transition Kickoff First Level Certification Complete Second Level Certification Steady State
“Ready for Shadowing” Complete “Ready for Calibration”
Phase 1: Operations Takeover (8 weeks) Phase 2: Stabilization (4 weeks)

Weekly Governance KT Checkpoints | Tested and proven methodology for seamless transition
3-Tier Governance Framework Team Computers JK Tyres
Steering Committee for Strategic Alignment
Business Strategy: Quarterly
▪ Provide Sponsorship, Engagement Vision and Roadmap direction
▪ Review alignment of services to client strategy IMS Business Head Business Head
▪ Discuss continuous improvement plans
▪ Review of engagement performance, risks & financials IMS Delivery Head CIO
▪ Identifications of improvements in existing services Program Director CFO
Innovation and Thought Partnership Workshops
IT Transformation: Quartely
▪ Review Innovation ideas
▪ Discuss forward looking technologies and solutions Head Managed Services CIO
▪ Discuss and identify POCs for development
Delivery Head IT Head
Operational Improvements
Program Director Infrastructure Head
▪ Management of discretionary work
▪ Identification of possible improvements in Operations Review : Monthly
the scope of IT Service Management
▪ Discuss forecasting and work projection
Program Manager IT Head
Operations Review Infrastructure Head
▪ Review SLA compliances Tower Leads
▪ Review escalation/ risks/ issues
Program Review Weekly
Stand Up Review Meeting
▪ Status review
▪ Actions / Risks / Issues Operations Manager Infrastructure Head
▪ Manage change requests
Tower Leads
Quality Assurance Framework
Deliver Customer Delight
● Measure Client Satisfaction Index
● Structured Client Satisfaction Surveys
Customer
Satisfaction
3-Tier Governance Framework
● Weekly Operations Reviews
Smart Transition Framework
● Monthly Steering Reviews Program Seamless ● Transition Governance at defined intervals
Governance Transition ● Toll Gates at each stage to ensure quality
● Quarterly Sr Management Reviews of transition
Quality
Improvement
Council ITSM
Continual Improvements Process
Continual ITSM ITSM based Delivery Framework
● Process Maturity Framework Deployme
Process
● Service Improvement Plans Improvement ● ITIL Best Practices
nt
Deployment
● Focus on Innovation ● ISO Framework for process consistency
● BI Analysis for Continual Improvement
Audit &
Compliance

Quality & Process Audits

● Internal Quality Audits
● Process Compliance Audits
 4

Agenda Success
Stories
 Client Scope Client’s Environment What we Delivered……

● 100% Business availability during

● Servers Management festive seasons
Leading Retail ● Network Management ● 400+ locations ● 99% SLA’s Delivered
Company having ● IT Service Desk ● 25000+ assets ● 9/10 Average CSAT rating
400+ Stores, ● End user Support services ● 400+ servers ● 17% decrease in Asset Failure
Warehouses and ● PAN India store support ● 500+ links ratio
Manufacturing ● New branch roll out ● 50% decrease in Hard calls
● Asset management ● 48 Hours TAT for new store
opening

● IT Service Desk ● 100% Business availability

● End user services during festive seasons
100 Years Old ● Asset Management ● 100% Anti-virus compliance
● 7500+ users
Textile Company ● Server & Network management ● 99% Server & Network
● 15000+ assets
with 900 Stores in ● VMware Management availability
● 400+ servers
500 Cities ● Backup and restore management ● 99% SLA’s delivered
● Storage management ● 40% increase in remote
● Compliance management resolution

● IT Service Desk
Largest Paint ● End user Support services ● 100% Process Adherence
Manufacturing ● Compliance management ● 220+ locations ● 100% Software & Hardware
Company of India ● New branch roll out support ● 6000+ users Compliance
with various plants ● Onsite & On-call Field support ● 8000+ assets ● 100% ticket logging
and warehouses ● Antivirus and patch management ● 9/10 Average CSAT rating
● Asset Lifecycle Management
 Client Scope Client’s Environment What we Delivered……

● 100% Business availability

● Network Management ● 1700+ Network
for critical users
● IT Service Desk elements
Leading Print ● 98% SLA’s for End user
● End user Support services ● 200+ locations
Media Company of support
● Asset management ● 7,500+ Users
India ● 99.2% SLA for Network
● Compliance management ● 10,000+ assets
● 100% availability of oriented
● Tools management (BMC Remedy) ● 200+ links
backup engineers

● IT Service Desk
● 40+ servers ● 100% Software & Hardware
Global Leader in ● End user support services
● 200+ Network Compliance
Tractors ● Asset Management
elements ● 100% ticket logging
Manufacturing ● Network management
● 22 locations ● 98% SLA adherence
having 3 plants and ● Anti-virus and patch management
● 3600+ users ● 9.5/10 Average CSAT rating
34 Warehouses ● Logistics & Field support
● 4500+ assets ● 40% incident reduction
● Back-up and restore management

● Data Centre Management (Servers, ● 40+ servers

Storage, Database, Network, Security) ● 360+ Network
India’s Largest
● IT Service Desk elements
Glass ● Successful Transition
● End user Support services ● Storage, DB & Firewalls
Manufacturing ● Going live next month
● Compliance management ● 17 locations
Company ● 1700+ users
● Asset Lifecycle Management
● End user Automation ● 2500+ assets
 Vishal Mega Mart
Wanted 100% business availability (even in Tier 3-4 cities) across the year

Total No. of Stores under support 360 Broad Level SOW

Total Number of assets supported 27000+ ● IT Service Desk ● Vendor management
● End user Support services ● Server Management
Number of Locations supported 287
● PAN India store support ● Network Management
● Asset management ● Spare/ Standby support

✔ Conducted mock drills before each festive season to analyze possible challenges; Cloned critical machines and kept hot
spares as backup at each location; created a proactive server health checklist; replaced upto end of service life assets
What ✔ To overcome challenges in interior regions of North East, created a centralized response team and special call
management process to avoid necessity of an engineer’s presence to resolve issues.
We ✔ Created a robust process to ensure store server & network readiness within 48 hours
Did? ✔ Created a group policy for servers as per required parameters
✔ Managed O365 on cloud for all their users across 277 locations

AND WE
48 hr 50% 17% 100%
TAT to open a new store - Decrease in calls needing Business Availability during
DELIVERED opened upto Decrease in Asset Failure
physical presence of engineer festive
12 new ones monthly ratio
seasons
Vishal Megamart wanted...
Frequent store openings across the country, and business uptime to ensure continuous revenue
generation 200+ Active Directory servers, 300+ Links & 500+ Access Point

So we…
● Created a robust process to ensure store server & network readiness within 48 hours
● Maintained a checklist for daily health check-up of servers
● Created a group policy for servers & endpoints to streamline
● Managed O365 on cloud for all their users across 277 locations
● SD WAN implementation
● Redesigned AD architect which reduced 30% of AD replication related Incidents
● ISP Links & AP monitoring with Back to back SLA adherence with Vendors
● Renewed for 3 year with 9/10 CSAT

and delivered... Assets

Locations
100% 100%
Network/ Servers/ Storage/
Security Backup
New store openings in 48 Anti Virus compliance
hrs 400+ 1325 775 420
Accenture - Raymond
Wanted 97% of business availability across the year Broad Level SOW
● Service Desk and Incident management
● End user services
Total No. of Users supported 7500+ ● Asset Management
● Server & Network management
Total Number of assets supported 14500+ ● VMware Management, Back-up and restore management
● Storage management
● Compliance management – (Anti-virus, patch & DLP)
Number of Locations supported 63 ● Vendor Management
● SLA’s and Program management
Number of Engineers Deployed 90+

✔ Revamped IT Incident Management, SR , IMAC and Asset Management processes

✔ Created processed and mechanism to achieve compliance
What ✔
✔
Created a robust process to ensure store server & network readiness within 48 hours
Maintained a checklist for daily health check-up of servers and network devices
We ✔ Created a group policy for servers on required parameters
✔ Maintained support for the stores across weekends and holidays
Did? ✔ Recorded customer voice by implementing happy calling processes and improved CSAT Rating

AND WE 98% 99% 40% 100%

Business Availability at
DELIVERED SLA for Incident Server & Network Increase in Remote
stores during festive
Management Availability Resolution
seasons
Asian Paints
Broad Level SOW
● IT Service Desk and Incident management
Total No. of Users Supported 6456+ ● End user Support services
● Vendor Management
● New branch roll out support
Total Number of assets supported 7000+
● Onsite & Oncall Field support
● Anti-virus and patch management
Number of Locations supported 11 ● Asset Lifecycle Management
● SLA & Program Management
Number of Engineers Deployed 60 ● Comprehensive AMC support

✔ Studied and redesigned IT Enablement Processes

✔ Initiated Implementation of ITILv3 Framework
What ✔ Captured information and prepared SOP
✔
We ✔
Ran Adoption drives to ensure user access on Self-Service Portals such as ITSM Tool etc.
Revamped Incident, SR, CM and Problem Management Processes
Did? ✔
✔
Studied BIGFIX, and Elixir to ensure compliance adherence
Practicing Incident Reduction Process to ensure elimination of repeated root causes
✔ Periodic Call Review practices to ensure quick response
✔ Implemented Remote Support Desk to improve response and resolution time
✔ Implemented Happy Calling to know and improve the user feedback

50% 100% 9/10 100% 100%

AND WE
DELIVERED Remote Resolution Process Adherence Software/Hardware End users logging tickets on
Average CSAT
Rating Compliance their own
 CNH Industries Broad Level SOW
● Service Desk and Incident management
Total No. of Users Supported 2376+ ● End user support services
● Asset and configuration Management
Total Number of assets supported 2700+ ● Network management, Antivirus and
patch management
Number of Locations supported 22 ● SLA & Program Management
● Logistics & Field support,
● Back-up and restore management

✔ Revamped all the processes as per Team Computers MS Best Practices

✔ Implemented Incident, SR, CM and Problem Management Processes
What ✔
✔
Created SOP for all the routine and known IT Processes/Task & Jobs
Launched continual adoption programs and campaigns to ensure 100% ticket logging adherence.
We ✔ Implemented Proactive Monitoring and Management to cater Business Critical Assets, Processes and Users
✔ Implemented Weekly, Monthly Governance Audit By Program Governance Team of TCPL.
Did? ✔ Monthly and Quarterly performance reviews at transactional, tactical and strategic levels.
✔ Revamped and restructured the NMS and other Monitoring tools
✔ Implemented Pareto Principle (TCPL’s G2G/ Incident Reduction Practice)
✔ Implemented Remote Support Desk for Users
✔ Implemented “Happy Calling” program to record and improve user experience.

AND WE 40% 37% 100% 9.5/10 100% 100%

Incident reduction Process Adherence
DELIVERED FCR Customer Experience Software/ Hardware Tickets getting
Compliance logged
 ITC Hotels
Broad Level SOW
● IT Service Desk and Incident management
Total No. of Users Supported 3600+
● Asset and configuration Management
● RFID user management and support
Total Number of assets supported 4500+ ● Anti-virus and patch management
● New site installation support
Number of Locations supported 28 ● Comprehensive AMC support
● Server & Network management
Number of Engineers Deployed 75+ ● Back-up and restore management

✔ Implemented ITSM Self Service portal and E ticketing functional to have an easy and user friendly accessibility. 
What ✔ Created and implemented proactive checklist , monitoring of critical VC Devices, Counters Printer and Network. 
✔ Implemented Pareto Principle based practice to eliminate top trending root causes 
We ✔ Revamped IT Incident Management, SR , IMAC and Asset Management processes
Did? ✔
✔
Implemented Compliance monitoring and reconciliation practice to improve Compliance adherence for HW & SW.
Normalized all the software to have single click view of Software Compliance
✔ Studied, audited and corrected the bandwidth related issues PAN India and made the quality Network availability.
✔ Recorded customer voice by implementing happy calling processes and improved customer ratings

AND WE 100% 99.8 100% 23% 9/10 “0”

Asset Compliance IT Infra Uptime Ticket Registration Reduction in Business Rating Observation
DELIVERED
Incidents In External Audits
+
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