Managed Services

Integrated Infrastructure services
PAN India Presence with About

230+ locations
& 1500+ Certified
us
Resources
End to End IT Technology competency- Physical, Virtual,
Cloud, DC, Network,
500+ Satisfied Customers
24 X 7 X 365 Managed Services Capability ( NOC )
Matured Service Management System incorporating ITIL,
ISO practices
Global Operations with offices in Singapore & UAE
(proposed)
Orient Technologies Private Limited -An IT Infrastructure Solutions & Services Enterprise
Our Milestones
TURNOVER
( Rs MN)
100
200
300
PEOPLE
100
200
300
1992
1994
1998
2001
400
400
2004
600
600
2007
770
1000
1100
1450
1520
800
900
1000
1200
700
2010
2011
1600
1300
201
3
2030
1500
201
5
MILESTONES
Server &
storage
Services
PC &
Server
Reseller
Network &
security
Services
Infrastruct
ure
Services
Data Centre
Integration
Managed
Services
Remote Infra
support
services
Cloud
Practice
Business
solutions &
Innovative
lab
Journey
continue
s
Focused Business Units

Data Centre Solutions
Network Integration & Security Solutions
ESVS - Enterprise Servers & Virtualized Storage
IT Infrastructure Management & Services
Enterprise Business Solutions
Our service delivery pillars

Process Maturity
Technology Competence
25 years of experience in end
to end Services
Standardized Process- ITIL, ISO
Driven by metrics & processes (
SLA)
Use of Tools & Technology
Strong Governance & Reporting
process
People Excellence
Well established Talent acquisition
process
Resource availability for all skill
sets
In house training & skill
development process
Retention initiatives
Meet all compliance requirements
Competence in all technology areas

Alliance with Technology partners
In house technology expertise
End User Experience

VOC: Voice Of Customer
End user satisfaction survey
Continuous improvement plan
Our Reach- PAN India & Global

Offices
Mumbai
Pune
Ahmedaba
Delhi
Gurgaon
d
Bangalore
Ahmedabad
Kolkata
Mumbai
Chennai
Hyderabad
Delhi
Chennai
Gurgaon
Pune
Bangalore
230 + locations presence
Strong in West & south
1500 + certified professional

resources
Offices in Singapore & UAE (proposed)
Hyderabad
Kolkata
Our principal alliances

ENTERPRISE
SERVERS &
STORAGES
DATA CENTER
SOLUTIONS
APPLICATION
DELIVERY
INFRASTRUCTUR
E
NETWORK
INTEGRATION &
SECURITY
COMPUTING
SOLUTIONS
BANKING,
FINANCIAL
SERVICES &
INSURANCE
Our Customers
INFORMATION
TECHNOLOGY & IT
ENABLED SERVICES
PHARMACEUTICA
L
EDUCATION,
GOVERNMENT &
PSU
SMALL &
MEDIUM SIZE
BUSINESSES
Integrated service delivery model
Integrated Service Management

Clear Definition of Escalation Process & Owner
Timely Escalation & Recording of Activities
Clear Communication between different groups & to the user
Clearly Defined roles & responsibilities
Resolving Ownership conflicts by a Command Center
Continuous Monitoring & update of the Resolution Process
Following Documented Guidelines for Severity Definition,
Escalations.
Our Operations framework

Governance
Owners &
Stakeholde
rs
Delegat
e
Set
Direction
Governin
g Body
Instruct &
Align
Manageme
nt
Accountabl
e
Monitor
Operations
&
Executions
Report
Outcomes
Continual Service Improvement
Service Strategy
Financial
Management
Service Portfolio
Management
Demand
Management
Strategy Operations
Service Design
Service
Operation
Service Transition
Service Level
Change Management
Configuration
Management
Availability
Management
Release Management
Management
Capacity
Transition Planning &
Management
Support
Continuity
Service Validation &
Management
Testing
InfoSec Management
Evaluation
Service
Service Catalog Continual
Knowledge
Management
Management
Improvement
Supplier Management
Incident Management
Problem Management
Access Management
Event Management
Request Fulfillment
Our Quality management systems

ISO
9001:200
8
ISO270
01 :
2005
ISO20000-1 :
2011
ITIL process
Services
QMS
ITSM
Software
Integrated Quality Management System

Use of Integrated Quality Systems simplifies adherence
& improves Business Services Delivered
Service delivery Models

SHARED SERVICES
DEDICATED SERVICES
Our Shared Delivery Model assists enterprises led by

budget constraints to get access to standardized
services and specialized skill sets to manage their IT
environment.
Dedicated delivery model is a bestfit for enterprises

requiring dedicated resources for niche technology and
dedicated tools to monitor and manage their complex IT
Infrastructure.
Shared Services Benefits

Consolidated, flexible shared teams
with multi-dimensional skill sets
Enhanced knowledge base
Service and SLA driven approach
Tools and best practices
24 x 7 availability of services
Operational efficiency
Highly available and scalable service
Standardized process and workflow
Lower cost of operation
Dedicated Services Benefits

Customized
support
to
customer
requirement
Integration of customer processes with
ITIL best practices
Adherence to compliance
Periodic audits
Resource back-up
Specialized training for customer
technology
Critical application performance and
several other areas
Complete ownership
HYBRID SERVICES
The blend of onsite, oncall & remote support helps in better collaboration with the customer team
during the peak time and the offsite support can be provided for non peak hours and non mission critical
infrastructure
BENEFITS
Cost optimized
Highly flexible on service baselines
Matches with cyclic businesses
Integrated ITIL-based service management platform
Commitment for continuous service improvement
Streamlined operations, enhance change and configuration management
Scope of IMS
Call management services- Help desk / Service desk
Work place management ( end user support)- DT, LT, peripherals
Server management & OS administration
Back up and restore services
AV / VC/ Telephony Support
Vendor management
Anti virus management
Patch management
Mail management
Asset management
Networking (LAN/ WAN) management
Software management
Multi Vendor support

S.No.
1
2
3
4
5
6
7
8
9
10
11
Products
HP/IBM/DELL Servers & Storages
IBM P series
Sun Servers & Storages
Super micro Servers
Projectors
Video Conferencing Equipment's
Firewalls
Cisco/3 COM/Net gear /D-Link - Switches & Routers
Thin Clients
Multiband DTs/LTs/PRTs
POS machines
Program management
Expertise & Availability

Hardware- High end machines, Sun servers & Workstations, Intel
servers, Desktops & Notebooks
Software- Solaris, HP Unix, Netware, Windows NT, MS exchange, Oracle
Networking- CISCO, HP, Juniper
People Skills sets- Microsoft, Sun, Cisco, Checkpoint, IBM, Oracle and
many more
People Skill sets

S. No
1
Desktop support
System Administrator
Citrix administrator
Exchange
Administrator
Level
L1 , L2
L3
L1 , L2
L3
L1 , L2
L3
L1 , L2
L3
Data Center support
Network Administrator
L1 , L2 ,
L3
7
8
9
Infrastructure Skill set
Arcserve backup
support
Symantec backup
support
Service Desk support
10
Linux Administrator
11
Vmware Administrator
12
Java Developer
13
Customer Name
,
,
,
,
L1 , L2 ,
L3
L1 , L2 ,
L3
L1 , L2 ,
L3
L1 , L2 ,
Mahindra holidays and Resorts

Talwar thakore associates , Bharucha &
partners,Praxair India
ATG tyres , Mahindra and Mahindra finanacial
services
KEC international , TSR Darashaw , Stock Exchange
board of India, Fullerton
RPG group, Punjab and Maharashtra COOP Bank ,
Citibank , Bank of Nova scotia, Dresser rand
CITEC Engineering, KEC international, Thermax ,
Fullerton
CITEC Engineering,
ATG Tyres, MSC Agency , Roha Dyechem
Mahindra Holidays and Resorts, Watson Pharma,
GTS e services ,
TSR Darashaw ,
Suashish Diamond , Fullerton ,
JM Baxi, Genesis Travels, Dr. Batra,
D&B, Kapu Gems, Hindustan Dimonds, Orix
SQL Developer
Orient
Technologies Private Limited -An IT Infrastructure Solutions & Services Enterprise
Service methodology
Define SLA &

Deliverables
Training Resources
on call Process
Resources at Site
Preparing and
Implementing
Processes
Generating
Reports and
Sharing with
customer
Induction Training
for Resources
Review
Performance &
Implementing
Improvements
Project Delivery Organization

Director - Services
HO
Head- Service
delivery
Proje
ct
Project Manager
Team leader
Project coordinator
Team leader
Asset coordinator
Senior Support
resource
Customer support
Engr
Transition management
Phase I
Identification of resources & formation of transition team including Transition manager
Orientation and induction to the transition team
Phase II
Study of existing operations & processes
Prepare comprehensive document of processes involved
Data collection of asset involved
Study of data records/ documents
Physical inspection of assets, if required
Phase III
MIS & Review
Fine tuning of processes if required
Handover to project management team & put governance process in place.
Call management
Support
workflow - work flow
Onsite Incident Support Workflow

22
On-call Incident Support Workflow
SLA Management
Severity
Level
S1
Critical
S2
Definition
A problem that affects entire site or network
15
or more than 75% of users in a location / VIP
minutes
Minor
S4
Resolutio
n Time
SLA
(Quar
terly)
45 minutes
98%
2 hours
95%
4 Hours
95%
1 Business
90%
Users
A problem that affects a typical group of users
30
Minutes
major
S3
Respons
e Time
A problem that affects typical users e.g.
45
Individual PC is down
minutes
Planned installations , movement ,addition
1 hour
and changes to software and hardware
Day
inventory
CSAT
Customer satisfaction survey conducted QoQ
NA
NA
4.2 on
scale 5
SLA may vary based on the customer Environment & Business

requirement
Program management& Governance

Set Service Deliverables and Measurement Metrics (SLA)
Set Roles & Responsibilities for Team
Set Service Level Objectives- severity/ response time/ resolution
time.
Responsibility Matrix
Escalation Levels
Set reporting Process- Daily , weekly, monthly, Dashboards
Continuous Service Improvement Program (SIP)
Talent acquisition Resourcing & Deployment

Understanding the skill requirement for the scope of work
Define JD for each requirement
HR to shortlist resources to meet the skill sets
Three levels of interview- HR , technical & Sr. manager
Assessment of Technical & customer interaction skills of the resource
Final selection after customer approval
Induction & Orientation
Explain Roles & Responsibilities, Dos and Donts for the work
Explain HR Process & Initiatives
Mentoring Process for 3 months
Periodic Assessment & Review
Back ground checks ( optional)
HR initiatives for retention

Company Induction & Onboarding at site
Soft skill training
Quarterly Technical training
Intranet portal for resources
Encouragement to do certification
Rewards & Recognition
Appraisal & promotion
Job rotation
Notes- Attrition @21% a year ( < industry average)
Multi vendor support- Customers

TCS eServe Ltd. (6 CTR)
NCPI (6 CTR)
DVS ( 6 CTR)
Aditya Birla Retail Ltd. (24*7)
Bank of Nova scotia (24*7)
Crompton Greaves Ltd. (NBD)
Barclays Bank (NBD)
Rose Valley Group of Companies (NBD)
Fullerton India Credit Ltd. (24*7)
Reliance India Ltd. (24*7)
Boxco (SBD)
Neilsoft Ltd. (NBD)
Elantas Beck India Ltd.(24*7)
PMCB (24*7)
Vasai Vikas Bank (24*7)
Partnerships
Vendor
Relationship
HP
Platinum Partner
Microsoft
Silver Partner
Fortinet
Silver partner
Check point
Tier 2 partner
Juniper
Select partner
IBM
Authorized Support Provider
VMware
Enterprise Partner
Citrix
Gold partner
Dell
Support Partner
Cisco
Premier Partner
Spares Management
Relationship with OEMs for Spares
Wide Network for parts - Central stores ( Mumbai), 9 Branch
stores, 40 approved spares Vendors
Repair Centres (TRC)- 2 Mumbai & Bangalore
Stocking at all locations ( including customer sites)
Established Logistics process for speedy movement
Enterprise Business Solutions
Enterprise Business Division

Mobile Workforce Management
Application. Management & Support
DB Management and support
BI and Reporting Services
Audit and Security Services
Technology Stack
DBM
Oracle, SQL,
DB2, MySQL
SAP Support Services

SAP version and EHP upgrades
SAP Database Upgrades
SAP Migration (Hardware / OS / Database)
SAP DR implementation (BCP)
SAP Data Archiving
SAP Solution Manager ( ITSM, ChaRM)
Comprehensive Database Offerings

Database consulting
Database architecture
assessments
Database guidelines
Database good practices
Hardware sizing & estimation
Database Audit
Upgrades and migration
assessments
Design
Database physical & logical
design
Backup and recovery design
Data Warehouse / Data Mart
design
Database Support &
Services
Database performance and
monitoring
Patch Management
DB troubleshooting
Backup and restoration
Crash recovery
DB health checks
Performance tuning
DB archival and
maintenance job
Database cloning
Administration & Security
Database administration
DB security maintenance &
implementation
Implementation &
Development
Orient
Technologies Private Limited -An IT Infrastructure Solutions & Services Enterprise
Sample Customer List

Customer Name
Services
Vertical
Dun & Bradstreet
IT Outsourcing
Information
Management
Orix Auto
IT Outsourcing
Auto Lease Finance
Glenmark
Mobility
Pharmaceuticals
Essel
Mobility
Utilities
Monsanto
Mobility
Agro
Indiacast
(Network18-UTV)
AMS & Mobility
Media
Astute Group
Product
Engineering
BFSI
Genesis Travels
Product
Engineering
Travel & Hospitality
ASB Nissei
AMS
Manufacturing
Deutshe Bank
DBMS
BFSI
Thank You
ORIENT TECHNOLOGIES PVT LTD
502, Ackruti Star, Central Road, MIDC,
Andheri East,
Mumbai 400 093
Board Line: +91-22-4292 8888 Fax: +91-22-4292 8800

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Integrated Infrastructure services

PAN India Presence with About

Focused Business Units

Our service delivery pillars

25 years of experience in end

Competence in all technology areas

End User Experience

Our Reach- PAN India & Global

230 + locations presence

Strong in West & south

1500 + certified professional

Offices in Singapore & UAE (proposed)

Our principal alliances

Integrated service delivery model

Integrated Service Management

Our Operations framework

Our Quality management systems

Integrated Quality Management System

Service delivery Models

Our Shared Delivery Model assists enterprises led by

Dedicated delivery model is a bestfit for enterprises

Shared Services Benefits

Dedicated Services Benefits

Multi Vendor support

Expertise & Availability

People Skill sets

Data Center support

Infrastructure Skill set

Mahindra holidays and Resorts

Define SLA &

Project Delivery Organization

Onsite Incident Support Workflow

On-call Incident Support Workflow

A problem that affects entire site or network

or more than 75% of users in a location / VIP

A problem that affects typical users e.g.

Planned installations , movement ,addition

and changes to software and hardware

Customer satisfaction survey conducted QoQ

SLA may vary based on the customer Environment & Business

Program management& Governance

Talent acquisition Resourcing & Deployment

HR initiatives for retention

Multi vendor support- Customers

Authorized Support Provider

Enterprise Business Solutions

Enterprise Business Division

SAP Support Services

Comprehensive Database Offerings

Database Support &

Sample Customer List

Dun & Bradstreet

Auto Lease Finance

AMS & Mobility

Travel & Hospitality

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