Consumer Ecosystem consumer behavior within the family and the ecosystem

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Consumer Eco-system (consumer behavior within
the family and the ecosystem)
Speaker Surajit Roy Designation Head - Managed
IT Services Sales Wipro Infotech
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Expectation Management within Family.
Exchange Offers (Value!)
Return on Savings (ROI)
Unplanned Expenses
I would need a car (new)
Same Person New Needs
New Members
My Clothing Is old (change)
The neighborhood has changed
Growing Interest Rates
Poor Infrastructure (eco-system)
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Mapping the Scenario to IT Operations
FTP/Image File Transfers
Intermittent CRM Problems
Malicious or Unsanctioned Traffic
Poor VoIP Quality
More App Servers
New Office Locations
Slow App Response
ERP App Deployed
Costly MPLS Links
Sluggish Routers
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Todays IT Environment
Complexity in the Core
Congestion at the Edge
Convergence everywhere
New focus on managed business services
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Challenges being faced by the CIO

• Minimize business disruptions
• Ability to detect and diagnose problems
  proactively
• Meet and exceed business service levels
• Visibility into the end user experience
• Maximize end user support and satisfaction
• Consistency in incident,problem and service
  request management

Gartner As technology evolves, monitoring
applications have moved from "let me know if
something is not working" to "let me know if
performance falls below a certain level.
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Need of the Hour
IT operations processes and Applications must
meet at least one of three goals
Visibility to Consumer Experience
Ability to Change Meet the diverse needs
(SLAs/Services)
Reduced business risk
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Business Service Monitoring
Report Business Service Performance rather than
IT Performance
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Traditional monitoring environment

• Most customers often complain
• All my IT systems are in GREEN, still the
  performance of application is poor?
• How to identify the genuine alerts which may
  affect the response times?

Internet
Application End users
Web Servers
Application Database Servers
Backend Servers

• Open Issues
• Whom is the problem impacting?
• What is the business impact?
• Where in the infrastructure is the problem?
• Whose problem is it?
• Why is the problem occurring?

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Wipro BSM Approach

• Wipros progressive approach identifies,
  addresses the business needs by mapping
  application infrastructure and its performance

Internet
Web Servers
Application Database Servers
Backend Servers
Monitor
Isolate
Analyse
Fix
Review
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Deployment Architecture
WAN
LAN
Web
Firewall
Internet Users
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BSM Deployment Approach
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Delivering Value through BSM
Monitor Server and Database Performance
Pro-actively Detect End User Application Response
Issues Enterprise-wide View of Business Service
Performance Drill Down across Infrastructure
Application Layers Allocate the problem to
correct support group Quickly Isolate the
Problem Improve the response time Maximize value
to Business
Intranet
Monitor Network Utilization
Monitor and Measure End User Experience
Business Users
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Executive Business Service Dashboards
Enterprise Business Service Tree
Business Impact Reporting
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To Summarize
UNDERSTAND THE BUSINESS(CONSUMER) NEED
ALIGN BUSINESS IT OPERATIONS
Define Key Objectives
Assess KPIs
Manage Business Impact Customers,
Services, Business Process
Define Service Levels Business, Operations, Cost
IT Availability Plan
MONITOR MANAGE END-END IT AVAILABILITY
PERFORMANCE
REPORT REVIEW BUSINESS SERVICE PERFORMANCE
MAKE IT AN INTEGRAL PART OF THE BUSINESS(CONSUMER)
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Wipro Manage IT Service Offerings
10000 Resource Pool
BS 15000
850 Customers
ISO 90012000
75K Elements
ISO 27001
Global Delivery Model
PCMM Level 5
Remote
Hybrid
Shared
On-Site
Dedicated
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Thank You for your time
email roy.surajit_at_wipro.com