Managed IT Services

© This document contains confidential and proprietary information of GSS America. It is furnished for evaluation purposes
only. Except with the express prior written permission of GSS America, this document and the information contained
herein may not be published, disclosed, or used for any other purpose. | www.gssamerica.com
 GSS - Energies & Synergies

Stakeholder Delight

Consult Implement Manage

End – to End Integrated Optimal Cost Quality
solutions

Network & Security

Partner Solutions
Virtualization

Management
Work-place
Computing
Data Center

Application
Thought Leadership
People Process
Frameworks
Commitment Passio Speed Result
n s

3
 Dynamic Business Demands & Constraints
Finding the right balance
Resource Investment in Capability
Lack of Budget of proprietary vs. "open traditional Constraints
Constraints source" s/w tools technologies For innovation

Information Rigid process Vs

Lack of Commitment Technology
availability Regulatory & Compliance Change
required Constraints Constraints
constraints Constraints Management
skills
Constraints

Constraints &
Challenges

Best Practice Aligning IT and Business Goals Protecting

Adoption Investments
Emerging &
Changing Trends
Leveraging KM Ensuring privacy of Real time
& IP protection Emerging technologies customer and Information
delivering employee data
Changing user more for less Enabling / enhancing
requirements knowledge
Keeping multi- Management / leveraging Turning technology into
tier/multi-layer intellectual assets business Advantage
Comparative technologies in synch
Unit cost

Innovation The Key – GSS Managed IT Services

2
 GSS Infrastructure Management Offerings
Workplace Services Virtualization
• Messaging Services • Server/Storage Consolidation & Virtualization
• Active Directory • Application Virtualization
• Anti-Virus Services • Virtual Desktop Strategy / Deployment
• Migration Services • Infrastructure as a Service (IaaS)
• Desktop Services • Virtualized Environment Monitoring &
• Windows & Linux Management
• Unified Communication

RIMS
Monitoring Environment Assessment & ITIL Cloud Interoperable
Services Management Audit Services People Process Consulting Consulting Heterogeneity

24 X 7 Performance Metrics / Trend Technology Tools Hybrid Private Transformation

Service Desk Management Analysis Cloud Cloud al Consulting

Secured
Environment

Data Center
Network & Security • Server Management
•Managed LAN & WAN • Storage Management
•Remote Connected Office • Cloud Computing Services
•Network Design & Architecture • ITIL Consulting
•Security Services • Platform Hardening
•Identity & Access Management • Systems Integration
•Platform Hardening • Database Administration
•Networking Services

4
 GSS Application Management Offerings
Governanc
Application Requirements & Design, Build, e
Architecture UI Design Framework
Development Modeling Test, Deploy
Project
Management
Offshorabilit Due Service Value add
Transition Requirement
y Analysis Diligence Delivery Services s
Application
Management
Maintenance & .
Support
ITIL & CMMI Framework Estimation

Configuratio
n
Management
Migration Re-engineering
Build/Releas
Application e
Transformation Management
Reverse Service Quality
Application Data Platform
Engineering Enablement Management

Metrics/ SLA
Management
Service Enablers Training
Frameworks – Methodologies, Standards, Guidelines, Checklists, Templates
Technologies Supported Knowledge
IBM Mainframe, JAVA, Microsoft Technologies Management

5
 GSS Managed IT Services Portfolio
SECURITY APPLICATION INFRASTRUCTURE DEVICES & COMPONENTS SERVICES
INFRASTRUCTURE MANAGEMENT
Common & Shared Application INFRASTRUCTURE
SERVICES
Environments Maintenance and Support
Network Production
File & Print Support & Application Monitoring
Communicati
on Active Application Migration
Messaging SLM
Anti-Virus & Directory Maintenance
Database Database
Content User account ITIL V3
Collaboration Support &
Control Management Migration Environment
Maintenance
Performance User and s
Authenticatio Backup & Archiving Technical
Monitoring and Performance
n & Documentati
Authorization tuning
on Management
Identity
Alerts
Management PHYSICAL INFRASTRUCTURE DEVICES & COMPONENTS Notification

Security MIS &

Platform Environments Network Environments Reporting
Management
Desktops/lap Data Services
Server Site Network
tops Connectivity
Encryption Data Center Storage Wide Area Network
Network Business
Mission Critical & High Remote Continuity
Platform Availability Ecosystem
Access
Security

Detection Business
VIRTUAL
Services Continuity &
INFRASTRUCTURE Consolidation
Capacity
SERVICES
Planning

6
 GSS Managed IT Services Delivery Framework

Architect Recode/Reengi
Design Build/Upgrade Implement
Level 3 neer
Advanced
Problem &
trouble Virtual Infra Configuration Application Storage
Availability
shooting & management Management Management Management
Manage RCA
Management
Patch & Backup
Level 2 Desktop
Antivirus Recovery Network Database Server
Management Management Management Management
Management Management

Monitor
Level 1
Proactive Reactive SLA

SOP Knowledge base

Change Alerts Call log and dispatch SLA
Log maintenance
Level 0 Patch & Software User Account
Incident Logging SOP based Resolution
installation management

Service Virtual
Desktops/ Storage & Databas Applicatio
Platforms Network Files Infrastructu
Servers Backup e n
re

7
 GSS Service Transition Framework
 Swift transition to offshore for service support
(Using Common team members for steady state and transition)
 Least disturbance to existing service delivery (Business Continuity) S
 Minimized migration risk (Risk Mitigation) through Onsite Parallel Run T
E
Stabilization A
C D
U Offshore Execution Acceptance test
Y
 Dry Run/Sample
R  Offshore Transition tasks in Parallel
R Knowledge  Facilities  CSF & SLA review
S
 Tools  Tool and Infra
E Transition  Team Review T
N Acquisition Structure/Functional SOPs Tuning
 Adapt Processes
Roles Task Transfers A
T  Technology, process and
 Complete Run Books
 Process Replication T
Due Diligence  Engage the ramped
 Knowledge
tools understanding  up offshore team
Transfer/Training E
S Validate Assumptions
 Work shadow
 Operations understanding
 Connectivity Design
 Staging
 Tool and Facility
T Finalize Scope  Shift Handover  Architecture
SOW document  Escalation mechanism
A Project Plan  Reporting
 Role redefinition Map
 Offshore Training
T  Resources  Content & periodicity
 Time lines  Trainer Readiness
E

Due Diligence Study Redesign/Adapt Replicate Testing

OMC and
OUTPUT

SOW SOPs Draft Run Books Final Run books

connectivity
Project Plan, SLAs Solution Design established Client Signoff
Pricing Acceptance test plan Role Transfer Map Knowledge transfer Live Operations
Trainer Readiness completed
8
 GSS Service Level Management framework
Start
Client

Project Management
Office, Engineering

Learning & Define SLA

Project Management
Office, Engineering, Optimization
Business
Senior Management
Development

Client
Mutual
Review agreement
SLA on SLA

Service Level
Analyze &
Provide Agreement
Project Report
Capture Service
Manager metrics
related Resources
metrics &
Service Assurance
Quality
Monitor
Project
Manager
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 Value Proposition
Partnerships not just clients: GSS
America participates not just as a vendor,
but as a partner in fulfilling business
goals. 
•Proven Technology Expertise
•Breadth of  Services 
•End to End Managed IT Services Flexible Relationship Model
•Centers of Excellence for developing •Partnership approach 
Proof Of Concepts •Responsiveness 
•Transparency 

Business Advantage
•Business responsiveness 
•Worldwide On-site support
•Alliance Partnerships with leading
Technology providers 
•Optimal cost at committed quality

A Global Service Delivery Model 
• Global talent with local presence
• ISO 27001,ISO 9001, CMMi 3 certified  
• Efficiency oriented delivery framework

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 Case Study – Managed Services Model

Current Weekly volume between 150 to 200

Value Delivered
Set up a dedicated NOC and provide Infrastructure support in a
Managed service model to a Publishing & Distribution company
Productivity End User Process
Experience VFM
Drivers Service Rendered maximizatio Improveme
n nts
• Expensive 24/7
support model    
• Standard Operating
Procedures    
• Expensive
infrastructure
   
management

• Data insecurity
   
• End User Satisfaction  X  

11
 Q&A

12
 Mohammed Jabir Ahmed
Jabir.ahmed@gssamerica.c
om
© This document contains confidential and proprietary information of GSS America. It is furnished for evaluation purposes
only. Except with the express prior written permission of GSS America, this document and the information contained
herein may not be published, disclosed, or used for any other purpose. | www.gssamerica.com