Global Command Center

- Executive Summary

© Copyright. 2003 Wipro Proprietary.

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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.

Service Delivery Processes

Security Service Level Management Capacity

Management
Management Service Reporting

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

Figure 1: Service Design and Management Processes

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.

Figure 2: Global Command Center

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.

f
16 e

d
9
b 5
c 2 4 g

11
6
12
a 15
1 14
10

13

1. India e. London (HQ) 7. Australia 15. Vietnam Global Command Center

a. Bangalore (HQ) f. Reading 8. New Zealand 16. Ireland
9. Korea NOC
2. U.S.A 4. Japan 10. Malaysia
b. Mountain View (HQ) g. Tokyo (HQ) 11. Taiwan POP Location
c. Redwood City 12. Philippines
d. New York 5. China 13. Indonesia Development Centers
3. U.K 6. Hong Kong 14. Thailand

Figure 3: Global Delivery Model

Wipro has an impressive Global Delivery Model with NOC locations in U.S and U.K and POP locations
in U.S, U.K and Japan (Fig. 3). The NOC and POP locations are connected to Global Command Center
in India through High Availability links using multiple service providers, media and point of landing.

© 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

GCC Service Offering

Monitoring
Network and other IT infrastructures are monitored continuously. Based on the thresholds sets, auto-
matic alerts are generated. This proactive method helps in detecting the problem even before the link or
component actually goes down. Monitoring services can be for any service window (e.g. 9x5, 16x6,
24x7). Monitoring activity is most cost effective when done offshore.

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.

Trend Based Consultancy

Data collected from monitoring, administration and preventive maintenance services can be very valuable.
These are like nuggets of gold. Based on these historic data, trend based consultancy can be done.

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

Web Server Help Desk Escalation

Management Management

Asset SLA
Management Management
Help Desk
Database
Database Network
Management Management

Server Security
Management Integrated Database Management

Performance Remote
Reporting Control

Backup Billing Mail

Service Portal Management Management

Figure 4: GCC Architecture

© Wipro Technologies 05 of 09
GCC Quality Process & Framework

Figure 5: Milestone of Wipro’s Quality Journey

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.

GCC Service Offerings

Prodn.

Service Delivery Capacity

Management
CUSTOMER

Availability
Service Level Management
Management
Business
Continuity

Financial
Management
Pilot

Service Support Release

Mgmt
USER

Help Problem Change Config

Desk Mgmt Mgmt Mgmt

KAP
Onsite Remote

Figure 6: GCC Process Framework

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

Figure 7: 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.

GCC - Key Differentiators

• State-of-the-art facility
• Innovative Architecture – GCC in India with PoP Locations in US, UK and Japan
• Quality driven organization
• Guaranteed Service Levels
• One-Stop Solution provider
• 2 decades of IT Infrastructure Management expertise
• Best-in-class tool sets
• Vendor Plural Management – Focus is to address customer needs – Not married to any specific
tool set
• Continuous Technology Tracking and deployment of latest tool set
• Global presence with an impressive customer base in US, UK and Japan
• Has the largest base of infrastructure elements being managed compared to any other player in India
• Experience of having handled large projects and Global customers.

© 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

Elements Managed from GCC:

• 3200 networking elements
• 620 production servers containing NT, Novell, various flavors of UNIX
• 50 database servers
• Remote Monitoring of 10,000 mail boxes
• User Administration of 6700 users
• Anti-Virus Management and Back-up Restore Services for over 16,000 users

Alliance with leading Technology Vendors:

Figure 8: Key Alliances

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

to ensure the best way of delivering IT infrastructure management solutions.

© Wipro Technologies 08 of 09
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© Wipro Technologies 09 of 09