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TECHNOLOGY INFRASTRUCTURE SERVICES

Case Study

Remote database administration for a global investment company, USA

Customer

The customer is a global money management firm with over 60 years of investment experience, more than $400 billion in assets under management, over 2,600 institutional clients, and 12 million shareholders and retirement plan participants. Their range of investment products includes institutional portfolios; 401 (k)s, IRAs and other retirement plans; mutual funds; variable annuities; and alternative investments for institutions and high-net-worth investors. Their data centers are in Boston, USA.

The customer has over 71 Unix / NT servers for Netscape, Net-Dynamics and iPlanet applications and over sixty high-end production servers in these facilities. Databases used in production environment are Oracle and DB2.

Challenge

Many of the applications are mission critical and need to be supported on a 24 x 7 basis. A team of 42 people were involved in Unix administration, database administration and application support with a service window of 7:30 AM to 7:30 PM for production Systems and 9:00 Am to 6:00 PM for development and Acceptance systems. The services outside the above service window were provided on-call basis by the team.

Wipro now delivers SLA based 24 x 7 services with an onsite and offshore team covering the following areas:

	Web Server And Application Server Support
	DBA Support for DB2 and Oracle
	Application support

Solution

Wipro devised a 24*7 support model based on the “follow the sun model” which offers round the clock support and which is detailed as under:

Infrastructure Support
ONSITE - 12:00 noon - 8:30 PM EST (10:30 PM - 7:00 AM IST)
OFFSITE - 8:00 PM - 12:00 Noon EST (6:30 AM - 22:30 PM IST)

Application Support
ONSITE - 7:30 AM - 10:00 PM EST (6:00 PM - 8:30 AM IST)
OFFSITE – 10:00 PM - 7:30 AM EST (8:30 AM - 6:00 PM IST)

Benefits

The benefits that accrued to the customer as a result of this transition are summarized in the table below:

Attribute	Before the transition	WIPRO Managed Operations (Current)
Nature of the team	Not dedicated. Overlapping responsibilities	Dedicated and focused
Location of the team	On-site	On-site and Off-site in India
Size of the team	42	30
Service Window	12x5 for Production Systems9x5 for Development and Acceptance Systems	24x7 for all Systems
Uptime for servers	Not defined	Defined (Please refer SLA)99.8% uptime for individual production servers95% uptime for Development and Acceptance servers
Response Time	2 hours (for 95% of requests)	30 minutes (for 95% of requests)
Review	Reactive and Need based	Periodic Weekly and Monthly reviews with Business team too.
Escalation	Defined. But not for all circumstancesEscalation is initiated manually.	Escalation Matrix defined for all circumstances with clear norms and persons.Most of the Escalation is automated
Reports	Monthly and Quarterly ReportsCoverage is less	Daily, Weekly, Monthly and Quarterly reports. Covers all parameters of SLA and all business teams
Feedback from Business users	Manual, Random, infrequent and not recorded	Quarterly structured feedback from all users including business users and review to improve service level through mid course changes
Involvement of the Business Team	Less and Reactive	Periodic and Proactive through reviews and escalations process


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