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TECHNICAL INFRASTRUCTURE MANAGEMENT (TIM):

A CASE STUDY ON TECH MAHINDRA
Syndicate 5, Systems and FinancePRNName11020541019Ankita Chaudhuri11020541032Maanas Mishra11020541038Mukesh Poojary11020541047Priya Sawkare11020541060Simran Jodhka11020541071Vidhu Mahana11020541072Dikshant Wadhwa

2/22/2012

Index Topic Introduction Understanding the TIM Processes Identify Process Clear Process Definition Process Flow Chart Worksheets Owners in the company 10 BPMN Diagram 11 Proposed Changes 12 BPMN of To Be Process 13 Benefits 14 Page Number 3 4 5 5 8 9

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Introduction Tech Mahindra is a global systems integrator and business transformation consulting firm focused on the communications industry. With the convergence of media and telecom, the changing landscape of the telecom industry is becoming extremely competitive. As companies rapidly strive to gain a competitive advantage, Tech Mahindra helps companies innovate and transform by leveraging its unique insights, differentiated services and flexible partnering models. This has helped their customers reduce operating costs and generate new revenue streams. Recognizing that margins from connectivity are rapidly falling and that future growth in revenues and margins will only come from new applications, content and services, operators today are busy addressing business opportunities revolving around commerce, content, convergence and customer experience to gain a sustainable competitive advantage. Committed to quality, Tech Mahindra adds value to client businesses through well-established methodologies, tools and techniques backed by its stringent quality processes. Tech Mahindra is ISO 9001:2000 certified and is assessed at SEI-CMMI Level 5. It has also been awarded the ISO 20000-1 (IT Service Management standard) and ISO 27001 (Security Management standard) certification for its development centers across India and United Kingdom. Tech Mahindra is certified at PCMM Level 5 for its people-care practices and is the third company in the world to have been appraised for SSE-CMM Level 3. Tech Mahindra's global footprint spans 24 locations in 14 countries including 11 state-of-the-art development centers and 13 sales offices in Americas, Europe, Middle-east, Africa and Asia-Pacific. Over 23,000 professionals service clients across the telecom eco-system, from its global network of development centers and sales offices. These professionals focus on providing complete solutions that span solution integration, application development and management, consulting, managed services and product engineering. Tech Mahindra understands how critical the IT infrastructure is to the smooth functioning of business and they make it their job to ensure that it runs efficiently with zero service disruption time. It has the ability to deliver a responsive Infrastructure Management Services to its clients and their
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evolutionary engagement models and their consultative partnership approach have helped clients in cost reduction, resource optimization and technology alignment. Tech Mahindras team has 4800+ person years experience and 1600+ ITO professionals, at offshore and onsite locations world-wide, who are ready to undertake the most complex of TIM projects. Their TIM team is well equipped with the state-of-the-art Offshore Operations Centers, toolsets, and a real-time dashboard reporting system.

Understanding the TIM Processes Technical Infrastructure Management Function (TIM) is responsible for the management of the technical infrastructure elements of Tech Mahindra. TIM has major verticals with respect to its area of operations viz. Operations, Project Management, Compliance, Technology and BSG. Typically these verticals together, provide the following services to end users in Tech Mahindra: 1. 2. 3. 4. 5. 6. 7. Network Management Services Management Server Management Backup and Recovery Asset Management Business Continuity Security Management

Server Administration: The Procedures are used for Server Administration are Standard builds, Security Hardening for UNIX , Patch Deployment for Windows, Exchange Server and UNIX , Data Management on File Servers Network Administration: Work Instructions for Network comprises of tasks related to Network Management, such as issues related to connectivity, monitoring of elements pertaining to WAN operations etc. Firewall Administration: It comprises of Security & Firewall Rule Change Request (comprises of tasks related to Firewall Management) such as issues related to connectivity through Firewall, issues related to portal (System) related to Firewall Rule Change Request (FRCR) etc. Email Administration: Email Management comprises of the end to end Email Management. This procedure includes major tasks in Email System such as Email ID creation / deletion, management of Mailboxes, routine Email jobs etc.
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Service Desk: The Service Desk Procedure is a detailed process for handling daily support interface between Tech Mahindra employees and Technical Infrastructure Management Group (TIM). It encompasses various steps to be followed by the Service Desk / Support Group of TIM to acknowledge and resolve service calls/incidents/problem reported by all Tech Mahindra employees. Internet Administration: It comprises of tasks related to Internet Management, such as issues related to Internet site access. Security Administration: This section comprises of Security of Technical Infrastructure Computation Elements of Tech Mahindra. Other processes are - Desktop & Laptop Administration, Backup and Recovery and Asset Management Identify Process Service Desk The Service Desk Procedure is about detail process for handling daily support interface between Tech Mahindra employees and Technical Infrastructure Management Group (TIM). This procedure detail is about the steps to be followed by the Service Desk / Support Group of TIM to acknowledge and resolve service calls/incidents/problem reported by all Tech Mahindra employees. Centralized Service desk operations are available 24*7. User can contact Centralized Service Desk through: 1. TIM Web Portal via intranet or Internet 2. Telephone Call (Only in exceptional case if both WEB Portal and Email options are not available) 3. Can log their requirement on service desk email however, to avail support service ticket logging is mandatory. Clear Process Definition Entry criteria Service request or incident logged through TIM web portal, Email request(In case portal is down and exceptional cases)

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Telephone Call (Only in exceptional case if WEB Portal / Email are not available.) Monitoring tools traps

Exit criteria Resolved and closed Service Request / Incident / Problem record Communication to Customer / user RFC (Request for Change) Incident status reports SLA violation reports

The following table provides a comprehensive picture. Task Responsibilit y Inputs (Entry criteria) TIM Web Portal client, Email request, Telephone Call exceptional (if web and email is not available.) Recorded Service Request Outputs (Exit Criteria)

Recording of an incident or service request Allocation of Service Requests

User/CSD Engineer

Logged and recorded incident or service request Service request assigned to engineer or support group Classification of request as an Incident or Problem or service request. Initial support provided if solution known to service desk. Allocated to specialist support groups Logged and recorded Incident / Problem.

CSD Engineer

Classification and first line support.

CSD Engineer

Recorded Incident / Service Request.

Identification of Incident or problem

CSD Engineer / Support group

Problem record Incident details including work around.

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Task

Responsibilit y

Inputs (Entry criteria)

Outputs (Exit Criteria) Review Incident / Problem Record and launch investigation and trouble shooting. Re-assign to appropriate support group if necessary

Investigation & Diagnosis

CSD Engineer / Support group

Classified Incident / Problem.

Known error identification & recording

Support Group / Problem / Incident Management Team Severe Incident Manager

Problem / Incident record with Known Error

Updated known error database

Formation of Severe Incident Management Team

Severe Incident assignment

Assigning roles and responsibilities to the SIM Team members.

Severe Incident Severe Status update Incident Communicatio Manager n Service Desk / Support group / Problem / Incident management team SIM Team Progress Service Desk /

Severe Incident resolution or progress update from the SIM team Auto generated Incident progress Email

Scheduled Communication to customers & affected users.

Resolution and Closure

Fulfilled service request or Closed Service request permanent fix of / Incident / Problem Incident / Severe record Incident / Problem.

Logged service

Communication of
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Task

Responsibilit y Problem / Incident management team Incident Manager (CSD Shift leads)

Inputs (Entry criteria) request, classified Incident / Problem

Outputs (Exit Criteria) progress to user Escalation if incident / problem not resolved on time Ownership of Incident will remain with Incident Manager to track, review status, follow up and closure Ownership of Problem will remain with Problem Manager to track, review status, follow up and closure

monitoring & tracking

Incident ownership

Logged Incident

Problem ownership

Domain Owner

Logged Problem record

Process Flow Chart

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Worksheets
LEVE L PARTICULAR S DEPARTMENT/TEAM ACTION

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level 0 level 1 level 1.1 level 1.2 level 1.3 level 1.4 level 2

Identifying the service requests and incident Service Desk Procedure ticket registration software installation ticket confirmation ticket status check Incident management

TIM call assignment team/desktop remote support team/domain support team TIM call assignment team/desktop remote support team/domain support team TIM technical support team TIM technical support team TIM technical support team TIM technical support team

Logged and recorded incident or service request through TIM web portal, telephone or email

ticket registered software installed ticket confirmed status: closed

level 2.1

IT infrastructure incident subprocedure

domain engineer and leads

level 2.2

provision of incident record

domain engineer and leads

level 3

Problem management

problem coordinator & problem manager

level 3.1 level 3.2

problem ticket raised problem classification

problem coordinator & problem manager problem coordinator & problem manager

level 3.3 Level 4

incident recurrence Change management

problem coordinator & problem manager

incident opened by domain engg. & all details recorded.Fix or work-around provided to user &error recorded problem recorded & error number passed onto problem management problem ticket opened by engg. And details recorded. Updation of solution database. problem ticket opened by engg. And details recorded. Updation of solution database. Assigned to the respected manager update the Problem ticket with the details of workaround and how to implement it Change request given by the problem team

Change coordinator & Change manager

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level 4.1 level 4.2 level 4.3 level 5 level 5.1

Change request raised Change Request classification Provision of solution Optimization & problem solution Temporary workaround assessment

Change coordinator & Change manager

Change request raised by the problem team Assigned to the respective manager Requested change done in the application with proper approvals

Change coordinator & Change manager

Change coordinator & Change manager

Problem management team root cause analysis - update the root cause details in the root cause field implement the permanent fix & resolve the problem investigation Raises change request (CR) Database fields view access, status, abstract, assignment tab, assignment group, organisation Open record in BMC remedy, Alert severe incident manager, Open problem ticket, problem restoration

Support engineer

level 5.2 level 5.3

Structural solution If change in hardware or software required

Support engineer

problem investigation team

level 5.4

solution database selection

problem coordinator & problem manager

level 5.5

Severe incident check

Shift Lead as CSD Incident Manager and designated Severe Incident Manager

Owners in the company: Service Desk Structure

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BPMN DIAGRAM

BPMN diagram as-is.pdf

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Proposed Changes As we have seen the problem lies in the following areas: 1. Whenever there is a software installation process, there is a delay caused due to the approvals needed by the managers. 2. The number of tickets does not come down because of the non closure of tickets by the ticket owners. 3. There are trivial recurring issues which create a lot of tickets in the queue like a. Installation and configuration of MS outlook b. Internet connectivity and access rights c. Installation of the office communicator The Proposed changes are as follows: 1. We propose a self help portal which will contain documents which deals with the trivial issues:

1.1 It should give a detailed step by step procedure of installing MS outlook or the office communicator. 1.2 It should also give the steps to correct the internet connectivity. The user prior to opening a ticket can put in his query in the self help portal and look for the solution which he himself can implement Incase if the solution is not available then the user can raise a ticket. The self help portal can be updated every quarter after looking at the report of the new recurring incidents. These changes would save a lot of time and save the delay which is caused due to opening of such trivial tickets.

2. The projects should have a list off softwares which would be required by the employees while working and these softwares should already
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be installed on the work station of the particular employee or the installation of these softwares should not require approvals as the approval should be taken at the very beginning while preparing the list of softwares for the project. 3. The employees must be made aware of the consequences of nonclosure of the ticket and also the tickets should get automatically get closed within a day of completion status.

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BPMN of To Be Process

BPMN diagram to-be.pdf

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Benefits Adding a self service portal can add immense value to a business proposition by reducing costs, improving employee productivity and ensuring superior return on investment. The plausible benefits incurred are: 1. Reduced Cost of Help Desk Tickets We can eliminate the leading source of help desk calls and associated expenses by using self service portal. 2. Improved Employee Productivity Self service portal can improve employee productivity by considerably reducing the amount of time for an employee to raise a ticket, viewed by the helpdesk and finally attended by helpdesk .Thus it can reduce a 3 stage process to a single step solution from the self service portal. 3. Superior Return on Investment It will also lead to reduced help desk workload and in-turn reduced costs for work force. 4. Employ your Resources for better tasks Self service portal can help to reduce routine tickets and has the potential to relieve technical staff for better productive purposes and add value to the organisation. 5. Reduced Employee Frustration We can also eliminate the typical delays, frustration, lost productivity, and overhead typically experienced while waiting on hold for a help desk member to handle mundane requests.

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