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- Executive Summary
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IT Infrastructure Management
In the past, IT organizations were internally focused and concentrated on technical issues. However with
the growing dependence of business on IT, there is a higher expectation towards the quality of IT
services and these expectations are constantly increasing with time. To measure and match up to
these expectations, it is important for IT organizations to concentrate more on service quality and adopt
a customer oriented approach. A business like attitude to the provision of service and cost associated
with these has become a top priority on the agenda for all businesses.
Availability
& Continuity Control Processes Financial
Management Management
Configuration Management
Change Management
Release Relationship
Processes Processes
Resolution Processes Business
Relationship
Management
Release Incident Management
Management
Problem Management Supplier
Management
To deliver business like services it is imperative for IT organizations to build a system and service
management framework. System management is the use of enterprise management tools to identify
problems, detect inefficiencies, and take corrective action on a proactive basis. Service management is
focused on the customer’s requirements and implies that the customer requirements are known and not
assumed. It is designed around maximizing the availability, responsiveness, cost effectiveness, and
high quality service to the customers at an agreed upon cost level. The different processes and activities
involved in using a Service management approach are illustrated in Figure 1.
Some of the benefits of IT infrastructure management using system and service management framework
are:
• Improved quality of service – more reliable business support
• IT service continuity procedures are more focused, and higher confidence in the ability to follow them
• Clearer view of current IT capability and opportunities where changes can bring about most benefits
• More motivated staff; improved job satisfaction through better understanding of capability and better
management of expectations
• System led benefits for example, improvements in security, accuracy, speed, availability as required
for the required level of service
• Enhanced customer satisfaction
© Wipro Technologies 02 of 09
Wipro Global Command Center (GCC)
Management Service Providers deliver information technology (IT) infrastructure management services to
multiple customers over a network on a subscription basis. MSP operates similar to Application Service
Providers (ASP’s) in that they deliver services via a network that are billed to their clients.
As one of the world’s leading providers of IT services Wipro has been in the IT Infrastructure Support
business for over two decades catering to the needs of fortune 500 companies. Wipro offers a complete
IT Infrastructure Management Solution through our state of the art Global Command Center.
The NOC in U.S and U.K are equipped with Enterprise Management Framework ensuring that the core
management setup remains close to customers and also in providing Inter-continental Global Disaster
Recovery capability to Wipro’s GCC. The NOC setup helps in faster root cause analysis and in prioritiz-
ing tickets based on business impact.
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© Wipro Technologies 03 of 09
GCC What we can manage?
The vision of Wipro’s Global Command Center is to offer services based on World class infrastructure,
Industry expert skills and proven process oriented stable operations. We offer remote management
services for elements like :
Network: Cisco, Nortel, 3Com, Cabletron, Alteon, Juniper, F5, Foundry Networks
OS: All Unix variants – SCO, AIX, HP-UX; DEC-VMS, NT 2000 & WS, Novell Netware, Linux etc
Database: Microsoft SQL, Oracle etc
Applications: Exchange, and Lotus Notes etc
Storage: NetApps and EMC etc
Security: Checkpoint, Cisco PIX, Nokia, Gauntlet etc
Administration
Administration activity is a typical process document based activity, which is done at defined frequency or
time frame based on the processes defined. Some of these activities can be automated using scripts or
tools. Routine administrative activities can be done offshore.
Diagnostics
Diagnostics Service can be classified as proactive maintenance services and fix-on-fail services. Proactive
maintenance service is a checklist-based activity, which is done periodically, or on alerts generated by the
monitoring services. Scripts/tools can be used for proactive services. Fix-on-fail service is to rectify faults
that are possible to be rectified remotely. The aim of diagnostics service is to minimize the un-scheduled
downtime.
GCC Technology
The Global Command Center deploys latest management software and hardware from leading product
vendors for providing Monitoring and Management of Networks, Systems, Applications, Security and
Web supported by strong service management and Help Desk platform.
Systems Management:
• HP Open View Operations Management Framework containing OV Operations, Network Node
Manager (NNM), Service Information Portal (SIP)
• Zen Works for managing Novell Platform
• Cisco WAN Manager
• 3Com Transcend Manager
• Strata view Plus
• Logec for Event Correlation and Event Suppression
© Wipro Technologies 04 of 09
Internet Services:
• HP OV Internet Services (OV-IS)
Security Management:
• Internet Security Systems (ISS)
Service Management:
• Remedy Action Request System (ARS)
• Tel Alert
• E-Dashboard
GCC infrastructure
Wipro delivers its infrastructure management services through its state-of-the-art Global Command
Center from India with Point of Presence (POP) locations in US of A, UK and Japan. The POP locations
are equipped with HP-OV management servers to handle the traps of the monitored elements in the
given region and perform basic event correlation and event suppression functions. This ensures localiza-
tion of management traffic of customers to the respective POP servers thus resulting in valuable
savings on bandwidth. POP management servers are in turn integrated with Remedy ARS Server in the
Global Command Center in India and the engineers in GCC get a notification of trouble ticket and
proceeds to take appropriate action.
GCC Architecture
Asset SLA
Management Management
Help Desk
Database
Database Network
Management Management
Server Security
Management Integrated Database Management
Performance Remote
Reporting Control
© Wipro Technologies 05 of 09
GCC Quality Process & Framework
Wipro adopted and obtained an organization wide ISO certification in 1995. Wipro has been a trendsetter
as far as quality focus is concerned. Wipro became the world’s first SEI-CMM Level 5 company in 1998.
Wipro went on to add PCMM Level 5 and CMMI during subsequent years as depicted in figure 5.
Availability
Service Level Management
Management
Business
Continuity
Financial
Management
Pilot
KAP
Onsite Remote
As depicted in the Figure 6, GCC follows ITIL (IT Infrastructure Library) framework to develop its process
framework. ITIL has become the world wide defacto standard in IT service management. In the IT
infrastructure management space, Wipro’s goal is to focus on ISO 9000 and BS15000 certifications
based on ITIL standards. Having obtained ISO certification for Infrastructure practice, Wipro is pursuing
to obtain BS15000 certification for its Global Command Center as and when it is released by iTSMF of
UK. Wipro continues its journey to retain its global leadership in the quality journey.
© Wipro Technologies 06 of 09
GCC Security Framework
As depicted in the Figure 7, Wipro has a comprehensive Security Framework deployed to ensure that
that security is addressed in every aspect. Wipro is actively pursuing BS7799 to obtain global certifica-
tion on highest security standards. Customer benefit of this effort is a highly secured environment and a
peace of mind.
© Wipro Technologies 07 of 09
GCC Fact Sheet as on Feb 2003
• Coverage: 16 countries
• NOC’s: 2 - US & UK
• POP’s: 3 - US, UK & Japan
In Summary
Wipro’s Global Command Center’s vision is to offer services by using:
1. World Class infrastructure
2. Industry Expert skills
3. Proven Process Oriented Service Operations
and
4. Backed by principals
© Wipro Technologies 08 of 09
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