TECHNOLOGY TRACK

Technology Infrastructure Group (TIG)

Declaration

I/We hereby declare that this document is created for internal purpose and is
from the experiences of my/our team members. To the best of my/our
knowledge, this document does not contain any material that infringes the
copyrights of any other individual or organization including the customers of
Infosys.

Author: Rahul_agarwal09

Version: 1.0
Agenda

• About TIG
• Architecture
• Connectivity Options
• Application Access Models
• IT Security
• Approach
• Steady State Technology Support
• Testimonials
Technology Infrastructure Group (TIG)

TIG HEAD

Operation Enterprise
Pre Sales Transition
Onshore/Offshore Support

Pre Sales Offshore Helpdesk Corporate

Executives Transition Team Operations Support

Technical Support
Solution Onshore
Engineers
Architects Transition Team
L1/L2/L3
Network Architecture
IT Infrastructure – Salient Points

• High Availability - No Single point of failure

• All links are deployed in resilient mode
• All critical devices are clustered in fully redundant mode
• Communication links have end to end diverse paths
• Network perimeters are protected using clustered firewalls
• All links and devices are maintained with back to back vendor contracts and
SLAs
• Antivirus and Microsoft patches are pushed on all desktops and servers
• BCP/DR options are provisioned as per client requirement
Data Connectivity Options

•Faster upgrade time lines

MPLS Suitable for Multipoint •Fully managed service
Connectivity •Built in Network redundancy
•All class of Service (Data, Voice, Video)

•Best Suitable for point 2 point connectivity

•8 week lead time for new/upgrade
Suitable for Point to point
IPLC •Partially managed service (OSS Orders)
connectivity
•No built in redundancy (Manual Restore)

•Secure and Reliable Network

VPN over Internet Suitable for 100-150 •Internet Bandwidth on Demand
users Data Process •Centralized monitoring and Reporting
Voice Connectivity Options

•Voice infrastructure is setup in Infosys BPO Center

Infosys BPO hosted •Client has to provide the connectivity till Infosys BPO Point of
Voice Presence (POP)
•Redundant links will connect the Infosys BPO center to POPs

•Voice infrastructure will be provided by service provider.

Service Provider
Hosted Voice •Client has to connect to service Provider’s POP
Application Access Models

•All applications are accessed through Citrix.

Citrix/Terminal Server
Based Application •No Data is stored on agent’s desktop.
Access •Efficient Bandwidth Utilization

Direct Connectivity •Dedicated Domain Controller is provided for the engagement.

Using •Security Policies are implemented on the Domain Controller
Dedicated Domain
•Application access is provided by opening necessary ports on Firewall

Direct Connectivity •Agents Login to Client’s Domain

Using Client’s Domain •Security Policies are implemented by client.
IT Security – High Level Overview

• Communication/Server rooms are logically separated for Client engagements

• Dedicated/Isolated Work area for Client engagements
• Defined access control/Authorized staff access only
• All Data communication is encrypted using 3DES from Infosys BPO to Client
• Cisco ASA firewall failover bundle with IPSEC/3DES is deployed as security product
• Based on the technology/security discussion – IDS/IPS devices can be deployed
• FDD/CD/USB ports are disabled by default
• Printing is disabled by default – Based on business requirement this is enabled
• All network cables from work area to hub room are either sealed in conduits
underground/Ceiling
• Level 1 BCP is in built as part of Primary & Secondary Link, WAN & LAN infrastructure
• Infosys BPO is certified as BS 7799 compliant by Det Norske Veritas (DNV)
Approach

Planning Execution Parallel Run Steady State

•Setup Project team for •Design network •Validate required •Monitor Key Performance
client architecture for configuration of IT Indicators and track
LAN/WAN/Voice and Infrastructure issues
•Technology application
discovery/Due-diligence •Installation of all •Perform IT operations
•Create Technology Bill of Infrastructure as per and support
•Understand the business Material with Ownership defined configurations &
requirements of Procurement and cost Standards •Update process
documentation for any
•Clearly state the •Create Technology •Operation readiness changes
technology assumptions Project plan review and Test
•Review the SLA as
•Weekly/Bi-weekly •Create Technology agreed
technology calls for handover document
design discussion •Reporting on KPI
•Conduct compliance audit
•Agree SLA /Metric
reporting formats

•Design sign-off from

Client and Infosys
Business Unit
Steady State Technology Support
Change and Release
Management
• Ramp ups
• Technology Change

Incident and Problem

Management Process Adherence
• Helpdesk support
• Centralized Support
Steady • Process improvement

• Ticket Creation and State • Quality Standards

Adherence
Assignment Support
• Vendor Coordination

Proactive Reports and Service

Management Reviews
• Capacity Management
• Daily/Weekly Reports
• Back up
• Technology Operations
• Network Monitoring Review with client
• IT Asset management
Key Performance Indicators

• Uptime
• Uptime of communication links
• Uptime of Equipment

• Performance
• Latency on communication links
• Packet drops
• CPU utilizations
• Disc Space utilization

• Incident resolution parameters

• Categorized incidents with stipulated response and resolution time
• Severity 1 –
• Severity 2 –
• Severity 3 –
KPI Snapshot – Uptime on communication links

Location Com m itted Link uptim e % Jan-08 Feb-08 Mar-08

E-City 99.50% 100.00 100.00 100.00
E-City 99.80% 100.00 100.00 100.00
E-City 99.50% 100.00 100.00 100.00
E-City 99.00% 100.00 100.00 100.00
E-City 99.50% 100.00 100.00 100.00
E-City 99.50% 100.00 100.00 100.00
SJR Towers 99.00% 100.00 100.00 100.00
SJR Towers 99.00% 100.00 100.00 100.00
SJR Towers 99.00% 100.00 100.00 100.00
SJR Towers 99.00% 100.00 100.00 100.00
SJR Towers 99.00% 100.00 100.00 100.00
Jaipur 99.85% 99.59 100.00 100.00
Jaipur 99.85% 100.00 100.00 98.98
Jaipur 99.85% 98.59 100.00 100.00
Jaipur 99.00% 100.00 100.00 100.00
Pune 99.00% 100.00 100.00 100.00
China 99.00% 100.00 100.00 100.00
Brno 98.00% 100.00 100.00 100.00
Brno 98.00% 100.00 100.00 100.00
Brno 98.00% 100.00 100.00 100.00
Brno 98.00% 100.00 100.00 100.00
Manila 99.50% 99.99 100.00 100.00
 Testimonials

Risk Free Transition – Completed transition in 45 days

despite internal and external challenges CTO

Crisis Management – Followed a structured approach to

crisis handling
Group Director, Infrastructure

Other Best Practices– Process Driven Operations, well

managed IT Services

Group Director, Infrastructure

Incident Management
Operational Processes - Change Management
Uptime Metric

Component Redundancy Uptime in last

12 months
Wan Equipments- Routers, Back up router as hot 100%
Firewall standby

LAN Switches Spare hot/Cold routers 100%

Voice PBX/ACD/Multiplexer Built-in redundant CPU 100%

(Nortel Passport) and power supply

LAN –Desktops, Servers, Spare are kept on site 100%

Printers

Internet Links Diverse Service provider 99.7%*

IPLC (Private Lines) Diverse Service 99.5%*

Provider/Diverse cable
systems
* 99.99% business uptime since we use redundant links for all our clients.
Support Metric

Data Utilization Link Monitoring

S.No Month Request SLA

Voice Utilization Helpdesk Metric
% SLA
Total Total Withi Out of adhere
Received Closed n SLA SLA nce

6 1655 1616 1434 195 88.74

7 1795 1748 1553 208 88.84

8 1423 1352 1123 229 83.06

9 1513 1442 1173 303 81.35

10 2576 2471 2303 273 93.20

11 8962 8629 7586 1208 87.04
 Thank You

Questions?