ADiTaaS - Adilearn.com

Report
Transformational Local IT Services provider
Driven by Passion & Empowered Employees
Introduction
Solution Champ
(Security) DQ
Channels
Top Solution
Provider
DQ Channels
Honoree – Channel
World Premier 100
WWW.AlliedDigital.Net Phone: +1 855 858 2375 [email protected]
Best Under a
Billion Forbes
Best Managed Service
Provider CRN
Best Service
Provider
DQ Channels
Allied Digital – Who We Are
 Born in 1984 with IT Infrastructure
DNA
 Over 3,500+ Skilled, Certified &
Passionate IT Professionals
 Revenues over USD $200M
 YOY EBITDA Growth of 50%
Honoree – Channel
World Premier 100
 Operate 190 Locations, 35
Countries Across the Globe
 One-Stop Business Partner for
Enterprise & Business IT
 ITIL / ITSM Certified Service
Delivery Processes, Framework,
Tools and Technologies
Solution Champ (Security) DQ
Channels
 EPS and Revenue Growth of More
Than 25%

Best Managed Service
Provider CRN
110,000+ Sq. Feet Delivery
Facilities (2) in CA, USA; More in
India
 ISO 20000-1:2005; ISO 27001 :
2005 Certified Development
Center, NOC & SOC
Best Service
Provider
DQ Channels
Best Under a Billion Forbes
WWW.AlliedDigital.Net Phone: +1 855 858 2375 [email protected]
Top Solution Provider
DQ Channels
2
Technology Partners
WWW.AlliedDigital.Net Phone: +1 855 858 2375 [email protected]
3
10 Reasons Why Allied Digital - Benefits
1. Entered into US market through an acquisition of US Services company –
Sensitive to local culture – Less than 2% H1 Visa holders or landed resources
2. Infrastructure Services is our DNA and we are very easy to work with
3. Matured & DR enabled Global delivery centers in (1) Gardena, CA USA (2)
Rancho CA USA (3) Mumbai India & (4) Pune India
4. Small enough to care and big enough to deliver – we cater to 10 of the F100s
5. Field Support Services ability across the globe
6. Designated Hyper-care team for crisis management
7. Strength in technology ; services driven approach and empowered
employees
8. Transparency and Flexibility in engagements
9. Very creative, innovative and localized HR practices
10.In-house developed Industry standard Tools platform (ADiTaaS)
WWW.AlliedDigital.Net Phone: +1 855 858 2375 [email protected]
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6 Sides of
- Our Core Offerings
ADiTaaS
ADiUser
ADiInfra
IT Operations Tools Platform
End User Compute Services
Infrastructure Services
ADiApps
ADiCloud
ADiPlant
Application Services
Cloud Services
Large Deployments
WWW.AlliedDigital.Net Phone: +1 855 858 2375 [email protected]
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Expanded
ADITaaS
ITSM Basic
ADITaaS
ITSA
ADiTaaS
TPO
ADiTaaS
ITSM Std.
- Offering Modules
ADiTaaS
ITSM Ent.
Allied Digital
ADiCube
GRC
& Quality
ADiTaaS
ADiTaaS
Action ITIL
ADiTaaS
Predict IT
IT Operations Tools Platform
ADiUser
Global Service
Desk
ADiUser
ADiUser
RDMS
IMAC & Break-fix
ADiUser
AlliedDigital
Service Desk
ADiUser
in Cloud
ADiUser
VDI
ADiUser
Regional
Service Desk
ADiUser
BYOD
ADiUser
MPS
End User Compute Services
ADiCloud
Manage
ADiInfra
Storage &
Backup
ADiInfra
Allied Digital
Network
ADiInfra
(Voice & Data)
ADiInfra
Infra Apps
ADiInfra
DC Migration
ADiInfra
Server Support
ADiCube
DR
ADiInfra
Optimize.
Infrastructure Services
ADiApps
Dev & Support
ADiApps
App Ops
ADiCloud
Navigate
ADiApps
Vertical
Solutions
Allied Digital
ADiApps
ADiCube
ADiBoard
ADiCloud
DFaaS
Allied Digital
Innovation &
ADiCloud
CSI
ADiCube
ADiPlant
Disposal
Services
Allied Digital
ADiPlant
ADiInsight
Master
Integration
ADiApps
Horizontal
Solutions
ADiApps
Modernization
ADiApps
Mobile
Solutions
ADiCloud
IaaS
ADiCloud
PC as a Service
ADiCloud
SaaS
ADiPlant
WOTS
ADiPlant
Branch in a
Box
ADiInsight
Video
Surveillance
Cloud Services
ADiPlant
ADiPlant
Large Rollouts Config Center
ADiInsight
Access
Control
ADiApps
BPA
Application Services
ADiCloud
Transition
ADiInfra
DCOPS & NOC
Large Deployments
•
ADiCube represents our modular, flexible and technology-neutral service offerings
•
Each side of the cube represents a major service offering – 6 Core offerings
855 858 2375
[email protected]
•WWW.AlliedDigital.Net
Service offeringsPhone:
can be+1customized
according
to our valued customer requirements – Mix and match
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ADiTaaS – ITSM & ITSA Different Modules
ADiTaaS ITSM Modules
1
2
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Lite Basic
Lite
Standard
Lite
Enterprise
On-Premise
Standard
On-Premise
Enterprise
Incident Management System
1
1
1
1
1
Service Asset & Configuration mgmt System (SACM)
1
1
1
1
1
Service Knowledge Management System (SKMS)
1
1
1
1
1
Service Level Management System
1
1
1
1
1
Standard Operation Reporting and Dashboard
1
1
1
1
1
Survey Module
1
1
1
1
1
Problem Management System
1
1
1
1
Self Service System
1
1
1
1
Work order System
1
1
1
1
Service Request Management System
1
1
1
Custom Operation Reporting and Dashboard
1
1
1
Change Management System
1
1
Release Management System
1
1
Asset Lifecycle Management System
1
1
1
1
1
1
Workforce Scheduling System
1
1
Vendor Management System
1
Service Catalogue System
Product Catalogue System
w3
1
ADiTaaS ITSA Modules
ITSA Refers To IT Systems Assurance –
Systems Monitoring , Patching,
Management etc. Tools Falls Under This
Category
www.ADiTaaS.Com
TRY NOW www.ADiTaas.ADiLearn.Com
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Best of
breed*
ITSM Modules
Available In Cloud
& On-Premise
Undergoing PinkVerify
Undergoing ExinAccrediation
ITSA Basic
ITSA
Standard
ITSA
Enterprise
Discovery Tools
1
1
1
Server Monitoring
1
1
1
Network Monitoring
1
1
1
Storage Devices Monitoring
1
1
1
Operating System Monitoring
1
1
1
Database Monitoring
1
1
1
Middleware Monitoring
1
1
Backup Monitoring
1
1
Cloud Monitoring
1
1
Application Monitoring
1
Business Service Monitoring
1
Event Management
1
Event Corelation With Service Management
1
Runbook Automation
1
Auto-Remediation
1
Dashboard & Reporting Portal
1
OEM / Thirdparty Tools Integration
1
System Assurance & Service Management
Tools Integration
1
WWW.AlliedDigital.Net Phone: +1 855 858 2375 [email protected]
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ADiUser – End User IT Services
Best of
breed
Entry Point to End User Incidents
GSD ( Global Service Desk) 300+ Languages
24 X 7 X 365
1,000,000+ Incidents Per Year
Domestic
in USA
MPS
Remote User-Device
100,000+ User-Devices Managed
Hybrid
(Onsite/
Offshore)
Offshore
(Mumbai/
Pune)
VDI
VPro
Activation
Management
Remote
Support
Patching
GSD in the
Cloud
Anti-Theft
Programs
BYOD
IMAC & Break-Fix
OS
Migration
98% of US Zip coverage
Asset Mgmt
Security Updates
Policy
Management
Mobile Device
Management
Warranty &
Post
Warranty
Support
Telephony,
Printers,
Peripherals
Dedicated
Desk side
Support
On Call
Dispatch
Support
Smart phone enabled workforce scheduling
*Best of breed means we are providing this service to F100
WWW.AlliedDigital.Net Phone: +1 855 858 2375 [email protected]
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ADiInfra – Enterprise Infrastructure
Entry Point Infrastructure Events
Global Centers, 24x7x365
Support 500,000+ devices
NOC
(Monitoring)
DC
Operations
Devices and Services Management (ITSM, ITSA)
Solution Architecture
DC Build/
Migrations
Green IT
Wintel/ Lintel/Unix
Firewalls
SOC
(Security
Monitoring &
Management)
Managed
Hosting
DC facilities
Sourcing &
“In-a-Box “
Design
Virtualize
&
Transform
Infra Apps and
Business Service Management
Storage
Backup & DR
Voice Network
AD/Email
Data Network
Collaboration
SAP Basis
DBA
Contact Centers
Availability. Performance. Capacity Management
DC Hosting Facilities In Irvine, CA and Las Vegas, NV
WWW.AlliedDigital.Net Phone: +1 855 858 2375 [email protected]
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ADiPlant
Large
Best of
breed
deployments/
Rollout / Returns
• ADiPlant is 100K sq ft factory in
Rancho Cucamonga, CA
• Significant experience in
deploying high volume
systems to F100 customers
1M pcs receiving
capacity
• Flexibility to cherry7. Asset
Disposal
pick offerings
according to customer
According to state
needs
defined laws
• Differentiated
Warehouse Online
Tracking System
(WOTS)
6. Inventory
• 10000+ images
Management
• Experts in Server,
Storage and
Networking
Deployment in a rack
for branch(Branch in a
box) offices
1. Product
Receiving and
Labeling
2. Staging /
Long-term
Warehousing
100k Sq ft area
Deployment
Project Mgmt
WOTS
Consulting
Services
Branch in a
Box
3. Config
Center
(Imaging)
Capacity to do 20K
Config. a month
5. Field
Deployment
& Rollouts
4. Shipping &
Tracking
200K pcs shipping an year
Certified professionals
WWW.AlliedDigital.Net Phone: +1 855 858 2375 [email protected]
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WWW.AlliedDigital.Net Phone: +1 855 858 2375 [email protected]
RFID and Smart
Card
Baggage Scanning /
Explosive
Detection System
Toll Plaza and
Highway Traffic
Management
System
Public Address
System
Building
Management
System
Fire Alarm System
Perimeter Intrusion
Detection System
Access Control
Video Surveillance
Security Command
and Control Centre
ADiInsight – System Integration Services
Master System Integrator
New In Americas
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Target Operating Model – Campuses 4 Hours SLA – Dispatch NBD SLA
Business End Users
Infra Assets/ DB/
Middleware
Business Applications
Legend:
Out Of Scope for ADSL
Optional Services
Shared/ Dispatch Team
On Campus Dedicated
L1 Support
L2 Support
L3 Support
Cross Functional Services
EVENTS
24X7 Monitoring & L1 Support
Team (NOC)
Remote User Device
Management
Network
(Voice &
Data)
Storage
Backup
Service Desk
English, Portuguese, Spanish
Applications Operations
Break-Fix
IMAC
LAB, DC - Hands & Feet
Services
Database Support
Servers (Win, Ux, Linux)
Customer/ Providers SMEs/Architects/ Application Maintenance & Support Team
Tools Admins
Training and KM
Procurement
Delivery Managers
Compliance, Control, Security and Quality
WWW.AlliedDigital.Net Phone: +1 855 858 2375 [email protected]
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Our Field Services Model
Stakeholders
End User Principal Partner Contact Center Allied Resources
Services
Logistics
BF Config. Warranty
MAC
QA I
HR I
Technology
Asset Lifecycle Management
Tech Refresh
Portal
Knowledge Base and SOP’s
Scheduling
I ADMIN
Regional Dispatch
Central Dispatch
Mobile SMS
Survey
Logistics Tracking
Dashboard
I Technology
Location 3rd Party Integration
Process
Call Management
Shared Pool
I PMO
Resources
3rd Party Integration
TRG
S
U
P
P
O
R
T
G
O
V
E
R
N
A
N
C
E
“Comprehensive Service Delivery Model”
WWW.AlliedDigital.Net Phone: +1 855 858 2375 [email protected]
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Allied Digital Sample Clients – Strictly confidential
BFSI
Retail/QSR
Manufacturing/
Hi-Tech
Government
WWW.AlliedDigital.Net Phone: +1 855 858 2375 [email protected]
Pharma/
Healthcare
Media /Telco/
Aviation/
Others
Education
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Allied Digital – Field Support Services
WWW.AlliedDigital.Net Phone: +1 855 858 2375 [email protected]
Case Study – Technology Research Company in NCal
Challenges
About
 Global
GlobalCompany
Company
manufacturing
facilities

withwith
manufacturing
facilities
spanning
3 continents
spanning
3 continents

Incumbentservice
service provider
failures (high
 Multiple
providers
inflexibility,
lackmodel
of transparency, poor
 costs,
High cost
support
performance)
 Inflexibilit

Lack of transparency
 Inefficient
utilization of higher-level resources
 Poor performance

continues
improvement
 Requires
Inefficient
use ofchange
storeand
managers
time to
to
processes
and
systems
trouble shoot issues across multiple vendors

external
service
providers
to run their
 Rely
Relyonon
external
service
providers
to run their
ITITbusiness
businesprocesses and infrastructure
 Evolving business model and company
acquisitions
 Requires on-demand scalability
Approach
Results
 Began process auditing, implement system changes,
and maintain and improve the Quality Management
System
 Regular Customer Satisfaction and NEFCR
reviews, pushed for tasks from other vendors
 Rapid and scalable integration with customers
ever changing business needs
WWW.AlliedDigital.Net Phone: +1 855 858 2375 [email protected]
 Solid performance history = perfect choice
during 50% growth
 Integrated customer survey system &
feedback audit process
 Doubled overall FCR in a span of 18 months
(~30% to ~60%), Projected annual savings of $1.1M
 Transitioned help desk from 3rd party provider
FS
Case Study – Taco Bell
About
Yum! Brands, Inc. is a Fortune 500 corporation
that operates or licenses Taco Bell, KFC, Pizza
Hut, Wingstreet, Long John Silver's, and A&W
restaurants.
Challenges
 Multiple service providers
 High cost support model
 Inflexibility
 Lack of transparency
 Poor performance
 Inefficient use of store managers time to
trouble shoot issues across multiple vendors
Worldwide revenues of $13B
Taco Bell has ~4600 stores in US
Approach
Results
 Worked to develop a Single Service Provider
(SSP) model to drive efficiencies
 Created a transparent cost model to help
achieve clients cost reduction goals
Identified “best of breed” solution providers vs.
manufacture services
WWW.AlliedDigital.Net Phone: +1 855 858 2375 [email protected]
 Single Source provider model pilot
 Annual savings in the millions 25% of previous
spent with multiple vendor model
 Improved store build & rebuild times
 Improved response time
 Increased systems up-time
 Increased per store sales revenue
GSD, NOC, SOC, RDMS
Case Study – SCAG
About SCAG
Challenges




 750+ Servers, 3 generations of SAN
Insufficient documentation
Informal IT policies and procedures
Almost 24x7 active jobs
Non existent technology standards for
procurement
 Sub-optimal workstation usage
 Complex provisioning for scalability
 No security policy
 100 High Performance Workstations
 Aging Infrastructure, Outdated Data enter
 No DR
 Objective – IT transformation and 5 year
managed services contract (RFP)
 Planning apps, DBs, Exchange, Sharepoint etc
Approach
Results
 Tools-based rapid discovery and CMDB update
 Improved IT value
 Standardized PC patch and Antivirus
management
 Transformation - Data center hosted in stateof-the-art Las Vegas Super NAP
 Architecture optimization and DC move
 ITIL standards based Service Delivery
 Disaster Recovery with RPO/RTO of < 2hrs
 Improved service levels
 Over-the-wire P2V of servers with low
downtimes
WWW.AlliedDigital.Net Phone: +1 855 858 2375 [email protected]
NOC
Case Study – Mindspeed
About Mindspeed
Challenges
 Semiconductor manufacturer
 Incumbent contract had ended already
 550 employees around the globe
 Lotus Notes environment undocumented and
out-of-support from OEM
 Undergoing IT Transformation
 Mix of Blackberry, Sametime, Traveler, Domino
 Mission critical Lotus Notes Environment
and Emailxtender servers
 Servers running old OS versions
Approach
Results
 Facilitated transition for on-boarding
 Seamless transition from incumbent
 Minimized disruption of service
 ITIL standards based Service Delivery
 Performed “as-is” knowledge discovery
 Improved service levels
WWW.AlliedDigital.Net Phone: +1 855 858 2375 [email protected]
GSD, RDMS, NOC, Data Center Virtualization
Case Study – Lone Star
About Lone Star
Challenges
 500+ Servers, older SANs
 Almost 24x7 IT availability required
 200+ restaurant locations, 3 regional offices
 Due to PE acquisition, critical IT staff had left
 Dynamic IT due to stores closing/opening
 No formal documentation
 Data Center in Tornado risk area (Wichita , KS)
 Out of warranty infrastructure with frequent
outages
 Unpredictable cost, non-optimal resources
pool
 Aggressive PE optimization plan
 Exchange/AD, Sharepoint, databases, apps
Approach
 No automated tools to push updates
Results
 Deployed specialist team
 Improved IT value with Transformation
 Service Desk live within 2 months
 ITIL standards based Service Delivery
 Mixed approach P2V using over-the-wire P2V
and transition servers
 Improved service levels
 Experienced managed services team sets-up
new stores (store-in-a-box)/back house setup
 Built-in DR in Scottsdale, AZ
WWW.AlliedDigital.Net Phone: +1 855 858 2375 [email protected]
 Data Center moved to our Tier 3+ Irvine Co-lo
 100+ SOPs in use
GSD, NOC
Case Study – Infinia
About Infinia
Challenges
 2 locations – Kennewick, WA and Ogden, UT
 Low funding from PE, IT budget cut
 Data center poorly setup
 Due to PE acquisition, critical IT staff had left
 No IT staff left
 No formal documentation
 No processes
 Out of warranty infrastructure with frequent
outages
 Exchange/AD, Sharepoint, databases, apps
 Aggressive PE optimization plan
Approach







Results
Rapid discovery/reverse engineering
Cleaned-up server, AD setup
Improved reliability and uptime
Moved data center to Ogden
Optimized network, backup
Implemented managed services
Onsite Helpdesk Agent and Deskside Support
WWW.AlliedDigital.Net Phone: +1 855 858 2375 [email protected]




Best practices based improvements
Improved services levels
Cost savings – 30%+
Transitioned from in-house and 3rd party
provider
 Implemented GSD within 45 days
 Developed SOPs
 Staff Augmentation to replace outgoing IT
management
Case Study: World’s Largest QSR
PROFILE: Client is the world's leading global food service retailer with more than 33,000 locations in 118 countries. In
India it is celebrating 15 years in food service retailing with a network of over 4500 restaurants nationwide
SCOPE: Provide service to 4500 restaurants that include over 100,000+devices such as POS, desktops, HHOT, printers,
Wi-Fi AP, & routers. Current projects include the roll out of MPLS and cashless setup across India.
Client Challenges:
Required Nationwide Coverage
Finding expertise in POS
hardware & software
installation and support
Multiple contracts & differing
SLA requirement with
franchisees vs. corporate
locations
Developing a defined schedule
and process for installs/ deinstalls
End users (restaurants) needed
fast & quick service.
Allied Digital’s Response:
Client Benefits:
Direct support for all locations
and upcoming new stores
No interruption to business or
end users
ADSL TSP of PANASONIC POS and
also maintaining spares
Single Vendor to take care of all
IT support needs and meeting
the SLA & service quality
requirements
ADSL providing resources with
expertise in New POS application
ADSL performed a detailed study
of the geographies and
recommended a schedule based
on efficient logistics
Value added services during new
store rollouts, such as site
survey, staging, IT Audits, etc.
ADSL provided same business day
on-site technical support on
break-fix
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25
Sales and Consulting
Sales
Transition Methodology
Sales + PMO + Operations Team
Assessment
Development
Entry Criteria: Business
Requirement
Process:
• Sales Due Diligence
• Business Requirement
Understanding
• Co-Create Solution
• Finalize Statement of
Work
Exit Criteria: Executed SOW
Steady State
Transition
Operations
Entry Criteria: Executed
SOW or LOI
Entry Criteria: Transition
Project Plan
Entry Criteria: Transition
Completion Sign-off
Process:
• Operational Due Diligence
• Project Kickoff Meeting
• Develop Transition Project
Plan
• Validate Statement of
Work
• Establish Connectivity
• Establish Facility
Readiness
• Resource Initiation
• Conduct Client Ongoing
Meetings
• Design Process
• Data Analysis and
Configuration
Process:
• Implement Plan
• Knowledge Transfer
• Data Analysis
• Develop/Update SOPs
• Initiate Reporting
• Demonstrate
Readiness
• SLA Observance
Process:
• Run IT Business
• Monitor and Manage SLA
• IM, PM, CM, SACM
• Continuous Process
Improvement
Exit Criteria: Transition
Project Plan
Exit Criteria: Transition
Completion Sign-off
Exit Criteria: N/A
Ongoing Operations
ADiBoard
Each LOB Utilizes Respective Project Plans to Transition Service for Client
Multiple Templates, Formats, SOPs
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26
ADiBoard - Transition Organization
Outsourcing Steering Committee
Customer/ Incumbent/ ADSL
Finance
Contracts
Legal
Communications
Human Resource
Transition Lead
Incumbent
Transition Lead
BU – 1 Lead
Svr / Storage
Lead
BU-2 Lead
Network Lead
BU – 3 Lead
Security Lead
BU – 3 Lead
Compliance
Lead
BU – 4 Lead
Svc Mgmt Lead
Transition Lead
ADSL
PMO Lead
Customer
PMO Lead
Incumbent
PMO Lead
ADSL
Customer PMO
Incumbent
Transition Team
ADSL Transition
Team
Facilities Lead
WWW.AlliedDigital.Net Phone: +1 855 858 2375 [email protected]
27
ADiBoard - Transition Timeline
Date
Date
Transition Start
Minus 6 Weeks
Week 6
Week 1
ADiBoard
ADSL Proposal
Review
Business Case
Vendor Selection
& Contract/ SOW
Transition Start
Week 16
SLA Excuse period
Steady State
• Vendor to Vendor transition experience and methodology in place
• Lead time from contract signing to transition start is 4 to 6 weeks
• Transition not to exceed 8 weeks
• Best effort to meet SLA’s during SLA excuse period
• Expectations from Client management
• SOPs/ Documents availability
• Termination Assistance SOW with Incumbent
• Escalation management
WWW.AlliedDigital.Net Phone: +1 855 858 2375 [email protected]
28
ADiBoard - Transition Project Management Office (PMO)
A list of tasks to be performed by the Allied Digital PMO during Project Transition will
include:
 Define project and transition implementation objectives.
 Identify critical success factors.
 Identify Key Personnel from Allied Digital and Client, including an Allied Digital
Project Manager.
 Define roles and responsibilities for the project.
 Establish processes for communication with Client.
 Prepare Project Plan that defines in detail project tasks, responsibilities,
deliverables, and milestones.
 Create a Project and Asset Data Repository in an open standard architecture.
 Develop processes and procedures covering all tasks defined in the final
Statement of Work.
 Develop formats for standard reports.
 Transition processes and procedures to the ‘Steady State’ Operations team.
 Memorialize all deliverables and documents.
WWW.AlliedDigital.Net Phone: +1 855 858 2375 [email protected]
29
ADiBoard - Transition and Risk Mitigation
• The primary principle of the transition strategy is to perform the
transition without causing disruption to the Clients business.
• Allied has a standardized risk management process that is utilized as
a starting point to define the risk management plan.
• Formal change control process instituted to minimize risk to the
project, preventing scope creep or handling growth.
• Continually review any Client initiatives that impact transition, such
as projects, growth, disaster recovery, and any regional or country
specific initiatives or issues.
WWW.AlliedDigital.Net Phone: +1 855 858 2375 [email protected]
30
Allied Digital
Contact Details: [email protected] Phone: +1 855 858 2375
Thank you
WWW.AlliedDigital.Net Phone: +1 855 858 2375 [email protected]

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