End to End Infrastructure Monitoring and Management services

The customer was a global leader in inks and pigments with an IT environment spanning the UK and USA. Four major data centers and 45 branch offices handled all the operations. The IT environment had SQL databases with multiple versions to handle its database needs and EMC SAN for storage management. Besides these, it had a Citrix server with 9 Farms and various tools and processes for backup, storage management and helpdesk management.

With such diversified infrastructure the customer needed a strategic outsourcing vendor who could manage this infrastructure and standardize the processes, thus allowing its key people to focus on strategic decisions. The management of such a complex infrastructure was a big challenge for the customer.

Sify began the engagement with the objectives of providing service delivery and support for OS, Messaging and Database needs for 2 data centers. The primary objective was to understand the entire IT infrastructure and processes and streamline them for off-shoring. This involved documentation, Gap analysis, processes analysis and redesign and knowledge transfer. SLAs were worked on between the outsourcing vendor and the customer based on their expectations for the IT infrastructure need. Now, Sify supports all 4 data centers and has begun proactive monitoring and hardware support for Sun’s Network. It handles all the four data centers of Sun Chemicals and supports all functions from back-up management to proactive monitoring.

• Process Standardization:
Through its ITIL framework based service delivery, Sify introduced a standardized process based management method to the customer’s IT infrastructure.
• Process improvements:
Through close engagement with the customer’s IT team, Sify continuously creates opportunities for process improvement and optimization.
• Noise reduction:
Through systematic root cause analysis (Problem Management) Sify helps reduce noise in the environment to bring down the number of issues.
• Infrastructure Optimization:
Sify plays an active role in capacity planning, new technology adoption and optimization of IT infrastructure, thereby improving ROI.
• Service Toolset:
Sify brings its innovative tools to every engagement, representing additional value. In particular, Sify iONi (service portal) provides real time visibility into the status of infrastructure and engagement parameters.

BENEFITS

• Proactive monitoring
Now any device service failure is noted immediately and escalated within 15mins. And this ensures rapid turnaround.
• Server Availability
This has improved to 98 %( from 85%).Effective ITIL process & RCA helps in bringing down the noise level of the environment.
• Backup Management
This has gone up to 99.9% (from 60%) job success. Effective backup management (Policy configuration and monitoring, good media management, frequent test restorations, documentation).
• Server Recovery
This is now 100 %( from 70% earlier). Processes are in place to schedule the recovery of servers.
• Trouble Tickets
100% response time. 98% resolution. Clear updates and time bound follow-ups.
• Documentation
All documents related to Environment updated with control process. Any new activity will be done with Project control document. Process driven service support with strict SLAs.

4 major data centres
500+ windows servers (6 domains)
SQL database 65+ instances and 1300+ databases
MS Exchange
Citrix Architecture
EMC - SAN
Backup and Media Management
Unicenter, Server Assist, HPSIM, Beacon
VMWare
Helpdesk support