infraScapes

A panoramic View of IMS

From the Desk of Our Leaders

I have to begin by saying how thrilled I am to be a part of the Hexaware IMS team. Why
am I so excited? The answer lies in the tremendous opportunity that exists today in the
IMS space for market disruption. I have personally seen this before and been part of a
team that seized just such an opportunity a decade and a half ago and I believe that we
can do the same again at Hexaware but more on that

2nd Edition So what is driving the opportunity? In one word, its Digitization. Most traditional businesses are
either facing or bracing for competition from born digital organizations like Netflix, Uber, Tesla, Air
What’s Inside BNB etc. that have taken advantage of the ubiquity of smart phones and fast and reliable internet
to disrupt traditional business models. In order to compete with digital organizations, traditional
businesses are attempting to become more agile and are demanding the same agility from their
Page 1
IT organizations as well. This need for nimbleness is leading to adoption of new design
From the Desk of Our philosophies in application development and deployment like Agile, CI/CD, Microservice
Leaders
Architecture, Netflix OSS etc. And in the infra space, this is translating to ideas like zero infra
Page 2 footprint enabled by technologies like Docker that enable a higher level of abstraction than
Hexaware Q1 Highlights traditional virtualization making applications more resilient and private infrastructure needs
significantly less or redundant. While this disruption, and its trickle down impact on infrastructure,
Page 3-4 is an opportunity in itself, what is really creating an even larger opportunity is that these new
Digital Workplace- design principals and their impact on infrastructure is leading to more automation and more
Facts and faucets public infrastructure leverage which in turn lead to less spend and less revenue for traditional
Page 5-6 IMS providers, who are thus understandably reluctant to aggressively pursue this path. As their
Service Fanaticism reluctance do this impacts their customers need to be agile, it creates an opportunity for nimbler,
innovative and disruptive organizations to step in and meet customer needs aggressively!
Page 7-8
Technical Tidbits How can Hexaware take advantage of this opportunity? Just because an opportunity exists does not
necessarily mean that we can take advantage of it. Success will come when preparation meets
Page 9 opportunity. Therefore, in order for us to successfully seize the day, we must be well prepared for it. In
Information Security- my experience this will happen if we do a few things well:
Behind the scenes
 Exhibit thought leadership in shaping the new normal. Which we are well on our way to doing with
Page 10 exciting new platforms like RAISE IT that clients, prospects and analysts have all lauded.
 Aggressive outreach to the market, which is happening now and will be an area of continuing
RAISE IT Team
focus for the leadership and sales teams.
Page 11  Skill upgradation at every level so that the vision can be delivered, which each and everyone one
of us has to be individually and collectively committed to. It may sound cliché but I have found it
Customer Appreciations
very powerful to keep reminding myself that a journey of a thousand miles begins with a single
Page 12 step, so let’s all take that first step to upgrade our knowledge and our skills!
Team A!
In the immortal words of Muhammad Ali, Impossible is Nothing!
Page 13 Let’s dream a great Hexaware! By Siddharth Dhar
Service Fanatic Poster Senior Vice President
© Hexaware Technologies. All rights reserved. | www.hexaware.com IMS
 “While we had a challenging quarter for revenue and profitability,
Bookings from new customers continued to be strong driven by
Automation and Digital Transformation. Our overarching theme of
Shrink IT, Grow Digital allows our customers to significantly shrink
Hexaware Q1 commodity IT spend while partnering with our customers to deliver
their Digital initiatives. I am very happy today to announce the
Highlights launch of RAISE IT as the platform that will fundamentally disrupt
how ITO services are currently delivered.”

- R Srikrishna, CEO & Executive Director, Hexaware Technologies

Limited.

Revolutionizing the world of IMS

Q1 2016

3
New Clients signed in Q1
2016 27.6%
High YoY growth clocked
by IMS among other
service lines in Q1 2016

BFS
39.2%

NA
BFS GTT H&I M&C 81.4%

APAC EUROPE NA

© Hexaware Technologies. All rights reserved. | www.hexaware.com

 “They want what you have got, don’t give it to them”

DIGITAL
WORKPLACE 1 A lot has been written and said about the workplace going
digital. What, accordingly to you, defines this journey
towards Digitalization?
Join the evolution
-Mr. Anuj
The fundamental premise of Digital technologies is to enhance
the User Experience while driving down the unit costs of
delivering these Technologies and Services. It’s not very
different when we look at this from Workplace perspective as Heard about the
well. There is a strong need to bring consumer-like-services in Barracuda
the area of Workplace which paves the way for users to be Email Security
more productive in their core work. “Digitalization” in the Gateway?
Workplace, for us, has four distinct yet related attributes:

 Collaborate and Connect - Today, an individual is more connected to a friend who might be sitting 20,000 miles away through Facebook
but organizations have not been able to provide a similar or better collaboration mechanism for employees to connect amongst each
other. Many a times, they are stuck with age old tools of Email and chat. It’s imperative that strong digital mechanisms should be created
for better collaboration, not only among employees but amongst employees and IT so that IT compliments an employee to do his business
better.

 Analyze – There is a world of data out there and if someone can tap
that information and analyze it, there is a huge potential to provide
proactive and highly customized services to a user.
 Innovate - All of the above cannot remain static and need to be
continuously evolved to bring out newer innovations to
enable the above.
 Automate – Manual intervention is on the decline.
Whether it is from user’s perspective or whether it is from
support staff who are helping a user, there is a need to
actively identify opportunities to automate certain
laborious manual tasks to enable users and support team
to focus on high value initiatives.

Any organization which can look into the above mentioned pillars of Digitalization and work actively towards strengthening is embracing a
journey towards Digitalization.

Because the only problem you will
face with our virtual desktop will be
placing your coffee cup.
How are you able to achieve this in the delivery of your services? Will this be one
of your key differentiators as well?
2
We are focused on platform centric service delivery. Clearly, the days of putting lots and
lots of bodies are over. We are working towards a philosophy of Automation First, Self-
Serve Next and Smart People Last. Platform, therefore forms the core of our strategy
which will enable us to achieve all 4 aspects of Digitalization in a seamless manner.
In addition, we use separate platforms for automation, continuous
innovation and real time data analytics. We are also focusing on
skill convergence across L2, L3 and multiple technologies within
Workplace and collaboration.

© Hexaware Technologies. All rights reserved. | www.hexaware.com

 3 Any specific platform which is core to your service delivery?
While there are couple of platforms which contribute to service delivery, the most
fundamental of it is our Dock IT platform.

This platform has been designed to ensure that all the elements of IT converge under one 1980 2010 DW
umbrella and any help that a user needs with respect to IT can be sought or requested here.
This essentially becomes one stop for the users to reach out for any service related to IT. While
the front end presentation layer is customized for a particular customer (in terms of look and
feel), the back end is standardized to simplify various integrations like integration with Active
Directory or an ITSM tool etc. These integrations power the portal to bring all information and
services in a consolidated fashion. The portal has been designed keeping user experience in Taking our workplace to a whole new
mind to make sure it is very easy to navigate and provide an experience which is next to none. level!!
Some of the key end to end processes like ‘Hire’ to ‘Retire’ for an employee and ‘Request to
Procure to Disposal’ for assets are fully automated through this platform.
Workplace mobility
programs generate
bottom-line savings
of as much as
30 percent
What are the parameters against which an organization can benchmark its digital workplace
maturity?
4
Employees expect services that combine the intuitiveness of the iOS, the immediacy of WhatsApp, simplicity of Instagram and
the convenience of Uber. Do you expect Twitter to go down for even 5 minutes? Did someone train you on using Facebook
before you started actively using it.

The benchmark for today’s Digital Workplace lies in consumer technologies which have led the growth in business world. I
recently met a potential customer of ours which is a large corporate bank in India. They had some excellent Digital technologies
like tapping of Social Media to cater to complaints, a Mobile App for their consumers, etc. but the same was not available for
their end users. If organizations are willing to invest the same amount for their Digital Workplace, I am sure, there will be huge
rewards to be reaped.

66% of
collaboration is
5 A digital workplace solution focuses on delivering business value rather than technology
implementation. How does Hexaware deliver business value?
spent working with
people sitting far
away
A digital workplace solution focuses on delivering business value rather than technology implementation. Through
digitalization we can increase the user experience by implementing new gen offerings for our customers and in turn
reduce overall operational cost. For instance, if automation, Infra-robo, BYOD/VDI, Cloud messaging and evolved TOM are
implemented then it will reduce the overall operational cost by 28%.

Hexaware is delivering business values in terms of both intangible and tangible benefits. Intangible benefits like increasing end user’s
experience, providing application store on the basis of user profiling and reducing the manual intervention for any service request or
problem resolution.

As per Industry studies, digital workplace helps in saving time and enhancing customer efficiency. One company found that a manager
saved 43 minutes a month with improved workplace tools. With over 30,000 managers, the company estimated an annual productivity
increase of $12 million. Even in terms of tangible benefits there seems to be a reduction in MTTR if the workplace transformation is
done from traditional to digital.
Ninety-nine
percent have
been positively
affected by
digital workplace By Anuj Gupta
Practice lead,
Digital workplace- IMS
© Hexaware Technologies. All rights reserved. | www.hexaware.com
 1 With Hexaware's Shrink IT value proposition focusing on skillset convergence, how can
one leverage Service fanaticism to create competencies of the future?

Evolution is a natural progression, while we have come a long way in

Service fanaticism & terms of Technology evolution over the last 3 decades, most of these have
been discrete in nature. The focus earlier was to create “experts” in each
its Construal! line of work and this helped in delivering excellent service. While the
A Chat with Mohan Kumar S technologies evolved further, the focus has now moved on the next level to
see how these discrete systems can all be integrated and thereby
leveraged to reduce the footprint both in hardware and secondly the
resources required to support the same. To add to this Extreme
Automation and Digitization have raised the bar on stability and reliability.

All these changes happening in the IT landscape has led to the necessity for the
engineers to embrace the change and keep themselves relevant. The demarcation
between technologies is becoming more and fuzzier which leads to the fact that the
engineers “must” cross skill themselves. With convergence, hyper-convergence,
cloud technologies becoming more prominent, engineers with the traditional skills
will become irrelevant.

At Hexaware we are committed to create these engineers of the future by putting the right candidates through training on these
new gen technologies. Nutanix and Simplivity are the Hyper-converged technologies that Hexaware has chosen to build on.

Training alone cannot create the cross skilled high performers we are looking to create, it depends on the enthusiasm, drive,
aptitude and the hunger for knowledge from each of the fanatics – yes the Service Fanatics of the future.

CHALLENGE
THE STATUS QUO-
REFRESH AND
ENHANCE IT
2 How can a service fanatic contribute to
personalization of service delivery such that it
adapts to the dynamic IT landscape?

In today’s day and age, “Change is the only

constant”!, technologies of yesterday are outdated
today and to manage a rapidly changing dynamic
environment each one of the support engineers must
constantly reinvent themselves to be abreast of the
tech. This is what a Service Fanatic is all about, a
person with the urge to be constantly challenging
himself, ensures he is ahead of the customer on
technology thereby giving the right solution and
ensuring he finds way and means to automate his
work as much as possible. The realization that you
are adding value to the customer and helping him in
turn to achieve his goals and the humbleness with
Oh no. That’s not which it is done is the only way the customer can be
our customer!! WoW’ed. The ultimate aim of every Service Fanatic
is to have a happy customer.

© Hexaware Technologies. All rights reserved. | www.hexaware.com

 “Sales go up & down. SERVICE stays FOREVER.”

3 What is the relevance of being a service fanatic for you and how do you inculcate the feeling of service fanaticism within
your team?

Realization of the work we do being a service industry the fact that for most people the satisfaction comes when they are
happy with what they have done. In our scenario a happy customer is what we all strive to have and the enthusiasm and
passion you show in solving his problems will reflect in how we WOW the customer.

Passion to do ones work is driven by how involved you are in your work and how empathizing you are with the customer.
Being a Service Fanatic is all about the passion, involvement, realization in your work and looking for every opportunity to
raise the customer satisfaction bar higher.

FOCUS ON WHO
The teams are constantly reminded of the tenets of
YOU ARE
the Service Fanaticism and how they can make a
MANAGING MORE
difference to the customer. This is something that
cannot be forced on the engineers but must come THAN WHAT
YOU ARE
from within so constant and ongoing coaching is what
MANAGING
is to be done.
We are Service
Tired of the Blame-game going on!
Fanatics. We
Blame it on us!
deliver right!

Rest assured. Ours is the next-gen
delivery model
With the launch of the RAISE IT platform, how does the current delivery
model to accomplish the next gen dream delivery? 4
Doing more with less is going to be the mantra for the future with the evolving next gen
technologies. As the newer technologies are brought in, it also necessitates a rethink in
the way we deliver the operations, considering the new technologies enables for better
productivity, resilience, stability etc. by automation, self-healing etc..

Event management is one area which has been resource heavy in the past and this can
straight away be optimized by reducing the team or in fact doing without the “monitoring
team” altogether. Why have a SOP and have a person follow the SOP to solve the issue
HAVE when the entire SOP can be automated? In simple terms any tasks that does not require
FUN human intervention can be automated.
AND STAY
HUMBLE All of this and more is what the RAISE IT platform brings to the table ensuring that the
next gen delivery is made up of a leaner, passionate and involved team.

WOW YOUR
CUSTOMER-
EVERYDAY, EVERY
MINUTE-SHE PAYS
THE BILLLS

RAISE above- no traffic

jams along the extra mile!

By Mohan Kumar S
Director,
© Hexaware Technologies. All rights reserved. | www.hexaware.com
Delivery, IMS
 “The greatest enemy of knowledge is not ignorance, it is the illusion of knowledge”
MICROSOFT OPERATIONS
MANAGEMENT SUITE
Technical
(OMS)
Tidbits
Are you IT Infrastructure Administrator and heard about OMS?
If not this is something you should read to know the Power of
Microsoft OMS.
Microsoft Operations Management Suite (OMS)- One of the best
cloud based tool available at a very cheap price to manage your IT
infrastructure in any Cloud or On-Premise.
As the world is gradually moving to HYBRID clouds infrastructure.
The overall CAPEX is gradually going down. While the benefits of
hybrid cloud are intriguing, they also create new IT management
challenges.
Microsoft Operations Management Suite (OMS) is the very new
cloud based infrastructure management suit which is very easy to
setup and maintain. OMS can manage any instance of cloud or on
premise infrastructure directly from cloud, including your
datacenter, Azure, AWS, Windows Server, Linux, VMware, and
OpenStack, at a lower cost than competitive solutions. OMS is
becoming one of the best tool for migrating work load to Azure
cloud.
As we all know creating new workloads in the cloud is easy, but
migrating existing productions’ applications is very difficult.
Operations Management Suite makes migration pains a thing of
the past. Site Recovery, an OMS service, effortlessly replicates
complex production workloads and allows you to validate their
functionality before performing a migration.
We have deployed OMS in Unisys to manage the infrastructure of
one of their high profile customer.
The solution gallery of OMS currently has the following
solution available.
© Hexaware Technologies. All rights reserved. | www.hexaware.com
— Stephan Hawking
Are you ready for the next big thing in IT infrastructure
management?
Are you able to manage and recover any platform any cloud
and any workload?
Because if you
don’t Cloud Right..
It will Rain!!
The main features in OMS, as of today, include:
•Log Analytics: Real-time operational intelligence. OMS
enables operations teams to collect and analyze machine
data from virtually any source – regardless of volume,
format or location. This enables customers to get the
benefits of all their data, whether located in datacenters, the
public cloud, physical or virtual. OMS can consume the data
and provide a single, intuitive and powerful experience.
Making it easy for system administrators to quickly realize
operational value. You can configure and manage alerts in
OMS. I’m a big fan of the new graphical functionality in
OMS. OMS Log Search gives us the ability to identify all
error events occurring in the Operations Manager event log
(or almost any other log) across all servers in the
environment and allows us to then show all computers
where each error is occurring without ever logging into a
server.
•Automation: Simplified cloud management with process
automation. Create, monitor, manage and deploy resources
in the hybrid cloud environments while reducing errors and
boosting efficiency to help lower the operational costs. We
can automate manual and repeated tasks using runbooks
and graphical workflow-authoring tools. The more runbooks
we have in our repository, our value proposition increase for
the customer.
 “Men are only as good as their technical deployment allows them to be”
- George Orwell

•Availability: Fully integrated availability solution including rapid

disaster recovery. Protect the data using capabilities only possible
from the cloud. Enable backup and integrated recovery for all the
servers and critical applications, which prepare us in the event of
a disaster. Azure Site Recovery (ASR) is a part of OMS, Customer
environment can be protected by automating the replication of the
virtual machines based on policies that administrator set and Take the highway!
control. Site Recovery can protect Hyper-V, VMware and physical We recently got IT automated!
servers and we can use Azure or your secondary datacenter as
your recovery site. Site Recovery coordinates and manages the
ongoing replication of data by integrating with existing
technologies including System Center and SQL Server AlwaysOn.
Replicating your workloads to Azure enables new capabilities.
Applications can be Migrated to Azure with just a few clicks. Fig: Azure Site Recovery

•Security: OMS centralized control of server security. Identify

missing system updates and malware status. Collect security
related events and perform forensic, audit and breach analysis.
Glean machine data from all your servers, no matter where they
are, and receive deep analytics to react fast to issues.
OMS can be easily integrated with SCOM (System Center
Operations Manger) and Microsoft is trying to intergte with other
monitoring platform like Negios. If we can able to integrate our
RAISE IT platform with OMS, it will going to be very good
innovation for our customers and will be boon for our practice.

Fig: Solution Gallery

By Aavishek Choudhary
Systems Manager,
Competency Dev- IMS

© Hexaware Technologies. All rights reserved. | www.hexaware.com

 “Privacy is not for the passive” — Jeffrey Rosen

For a long time as a programmer and implementer he always thought that

Information Security was all about technology. Penetration testing, Ethical
Information Security: hacking, Anti-virus, SOC etc. etc. was all the words that he had always associated
Behind the scenes with security of information.

It was only after he married into the vast family of Information Security, that I
From a Dummy for Dummies realized it was more about processes and technology was just a part of the entire
mechanism.

He learnt that the process of Info. Sec. followed a clear cycle of

PLAN -> DO -> CHECK -> ACT ->PLAN -> DO -> …..
And so the cycle goes. Now, what happens within these four segments of PDCA?

An organization essentially establishes the Information Security Management System in this stage, such that is it leadership
driven. This could be an individual or a steering committee and his / their commitment to establish the ISMS, is of foremost
importance. This is where an organization understands itself from the context of securing their information and
the requirements of various stakeholders and other interested parties. This leads to assessing the existing risks and potential
PLAN risks to the organization’s information and device strategies to mitigate, transfer, accept or avoid the risk. And last but not
the least provide resources to implement ISMS.

An organization implements and operates the ISMS policy, controls, processes and procedures. This is the part where
Technology actually kicks in. Though some of the activities, like Risk Analysis, can be done through tools, the role of
human perception and judgement can by no means be displaced. More specifically implementation of controls is where
DO technology is most used during the entire process of establishing, operating maintaining and reviewing the ISMS.

The organization assesses and, where applicable, measures process performance against ISMS policy, objectives and
practical experience and report the results to management for review. This is where the performance of the ISMS is
evaluated against pre-defined KPIs, through data collection, analysis and a strong Internal Audit process. In fact the
CHECK continued success of implementation of the ISMS depends on the efficiency with which the performance is assessed.

The organization takes corrective actions, based on the results of the internal ISMS audit, results of data evaluation,
management review or other relevant information, to achieve continual improvement of the ISMS.

ACT Don’t let Cyber Security haunt

you anymore!

And the cycle goes back to PLAN, DO, CHECK and ACT!
Is there a book I can refer to learn further about ISMS? The Bible for ISMS is the ISO 27001: 2013 and Don’t encrypt yourself for security
purposes. That’s our job!
the ISO 27002:2013 which are licensed and costs $$ and a host of 20K family members. Or just pick up
your smart phone and say “Ok Google”, “What is Information Security Management System?”

By Chandramouli Hari
Competency Dev- ESS
© Hexaware Technologies. All rights reserved. | www.hexaware.com
 Our Super Six! Introducing THE RAISE IT Team!

4 Vasanth AV,
Principal Consultant, IMS

Role: Service Delivery Manager,

1 Ashokkumar Selvaraj Manage IT

Role: Database Architect An Electronics engineer with more than two

Analyze and interpret multiple tools data to
develop and implement predictive models
decades of experience in Infrastructure
Management Services. He has done various
roles in Operations Management, Consulting and
Solution Design. Involved and led large
Transitions, million+$, across varied domains.
Currently Heads Service Delivery for Manage IT
Projects

5 Vidushi Batra
2 Satyajith M Role: Product Manager Raise IT

Role: AVP and Innovation Head, IMS

As a Product Manager, responsible for managing

14 years of IT Project Management Experience the structure of Raise IT and supporting the
and a proven track record providing product so that it reaches maturity. Also
comprehensive technical and leadership responsible for designing the Pricing and Go-to-
support to clients across the globe. As a part of Market strategy for Raise IT.
Raise IT, Jith is responsible for end to end
creations and delivery of Raise IT and similar
platforms

6 Vishnu Rathan P V
3 Senthil Kumar Kandasamy
Role: Unix/Automation Architect
Role: Microsoft .Net Solutions
Developer
As a member of Raise IT team, responsible to
build the Monitoring & Automation platform which
Identifying the scope and opportunities to helps in reducing the mundane task performed
integrate multiple tools and its data in to the manually.
platform to enable automation

© Hexaware Technologies. All rights reserved. | www.hexaware.com

 The Brain Box awards are out! Out of the 166 CVAs posted in Brain Box tool, 3 most valuable ideas were
selected for awards!

Our Sungard Citrix Team has won the 3rd prize in overall Brainbox awards competition across Hexaware.
Congratulations Vel, Arun and Partha for their brainchild : CAR(Citrix Advanced Reporting Tool) which was
developed in house for the Gate Group customer. The team received the awards and had lunch with Keech -
our CEO on 29th April 16.

Customer Appreciations

Thank you for cleaning up and staying on top of the tickets in your queue!! Working together the
whole team looks good!!
Dianne Stirling, Meritain

Hats off to the entire team to consistently get 7/7 CSAT score. Kudos Guys!!!! Keep up the good
work.

Sungard Rogers

The technician was accurate and professional, friendly and followed up with the ticket till the end.
Very good service!

Wilfrido Sandoval,

As I am a new employee, I found the Gate Gourmet Canada IT Helpdesk portal to be effective
and efficient. No issues on my end or comments. Thank you for the prompt, professional service.

Dassprasath Murugesan

Divya - Thank you for your help. I’ve tried calling to have the SAP Icon uploaded to my computer several times and to no avail. I
really appreciate your time, patience and communication skills. I can now complete my job more efficiently with the SAP
installation process finally being completed.

Finance Manager- SG- Gate Group

I would like to take this opportunity to thank the Hexaware team in their support for the successful rollout of the Ceridian Dayforce
solution and help desk call center. We had many great reports from our associates that called in concerning the speed of answer
and the amount of assistance they received from everyone involved. I would like to particularly bring to your attention the
exceptional performance of Karthik Radharishnan and Maggie Davalos. Both of these Hexaware associates have gone way
above and beyond to make this implementation successful and their individual efforts have truly made it so. This engagement set
the go forward standard on external partnerships between Dollar Express and Hexaware.
Thank you again, and we look forward to the continued successes in this partnership.

Aaron Brown | Director of IT Infrastructure and Security

DollarExpress

© Hexaware Technologies. All rights reserved. | www.hexaware.com

 Team A!
“Talent wins games, but teamwork and intelligence wins championships” –
Michael Jordon
Our Winning
SunGard
Citrix Team

Inauguration of our
‘Cyber Security Lab’
in Chennai for
Trainings,
Conducting POCs
and R&D.
Lab is equipped with
various security tools
like Application
Security, Mobile
Security, IAM, SIEM,
Forensics tools &
Cloud Security

Open House with Chennai IMS Team

© Hexaware Technologies. All rights reserved. | www.hexaware.com
© Hexaware Technologies. All rights reserved. | www.hexaware.com