IT
Outsourcing Operational Philosophy from INFOBHAN
1. Introduction
In today’s business world, companies face significant challenges in
managing and optimizing their global IT infrastructure which becomes
more and more complex. Companies need to have flexible IT processes
that can be adapted quickly and dynamically to move with the changes
required by the Business lines.
How can you be sure that you have the right resources at the right
time for the right cost to manage the IT infrastructure according to
the SLA’s that the Business lines requires?
To meet these challenges, INFOBHAN offers a comprehensive portfolio
of focused solutions to help you better manage your infrastructure
and reduce your overall resource costs. These services free
resources in your organization, allowing you to focus them on more
strategic projects with great added value.
By reducing costs, decreasing the IT operational management staff
and optimizing IT infrastructure, Our Service Management Methodology
play an important role in company’s strategy and efficiency. These
Services close the gap between Business Line requirements and IT
delivery.
INFOBHAN’s Infrastructure Support Services provides a suite of
services to help customer manage and optimise their infrastructure
either on Customer’s site or remotely from our facilities. Unlike
traditional outsourcing models, Our support services are designed to
keep the client in control of their IT environment.
INFOBHAN has the resources and expertise to deliver the highest
quality services with predictable and consistent results. Our
certified, experienced and proven staff strength on various
technologies are dedicated to helping customer enhance the
performance of their infrastructure, comprising management services
in datacenter, servers, desktops, peripherals, telephony, access
control, security and network environments.
Our resources are continuously trained on new technologies and are
using proven delivery methodology and bests practices.
INFOBHAN differentiates itself from other providers of
Managed/Unmanaged Support Services through a philosophy of technical
and operational level of continual improvements. We work
proactively with its customers to improve the effectiveness of the
service provided and reliability of their IT systems and equipment
to industry-recognized best practice standards. Benefits to the
customer include greater levels of end-user satisfaction, longer
asset life, reductions in system downtime and a reduced total cost
of ownership (TCO) and value on support (VOS).
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Intelligent support that are grown from grass roots and improved to
modernization to cut costs and increase the business performance
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In-depth technical capability extending all domains of IT
Infrastructure Support.
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In-house capabilities to support Intel/HP/CISCO/Microsoft/Lotus
Notes/RedHat/Oracle/Symantec technologies.
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Extensive experience in ‘mission-‘ and ‘time-critical’ support
throughout various corporate organizations in Qatar that includes
Qatar Petrochemicals Co. Qatar Steel, Qatar Vinyl, Qatar Development
Bank, Urban Planning, British Council ..etc.
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An unrivalled track record of 15 Years in Qatar in
supporting the most demanding IT infrastructure of the age on-site
of major corporate industries.
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Wide spectrum of services, from infrastructure consultancy, through
technical, hardware, software and network support services to rapid
response break/fix maintenance services
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An unrelenting drive to minimize downtime
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Good infrastructure of mobility and mobile teams with modern tools
and utilities in hand.
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State-of-the-art PC Lab/workshop, reseller channels, partnered
facilities providing cost-effective repairs right down to
component-level in the area of Hardware Desktop and Peripherals
maintenance.
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The customer and business orientation, process based support, human
resource quality and integrity of our staff and the thoroughness of
our training regimes
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Distinct from
conventional methodologies, ours is truly business centric and
process oriented. This integrates service delivery processes
congruent to its ISO20000 and 27000 guidelines and ITIL process
orientation. The methodology draws heavily on the Project Management
Body of Knowledge (PMBoK) and or Prince 2.
Entire operation is focused to provide the
maximum system availability by applying best possible incident
management on-site with proactive problem management skills are
specifically aligned to meet Qatar Steel’s SLA requirements.
Operation will ensure well tested IT service continuity
documentation, procedure and operations that are designed to Qatar
Steel’s specific environment that is in place.
Continual Service Improvements (CSI) will be
adopted as routine process in this project to enhance and ensure
quality and service levels. Our Management and resources will
continually improve their quality and services. It will monitor the
success of this strategy in the whole operation designed and
contracted by Qatar Steel.
Our business alliance with ACCEL-FRONLINE (http://www.accelfrontline.in/)
and Y1 Solutions Inc. for Facility Management and Aufait
Technologies ( http://www.aufait.in/)
for Application and Database support had enabled us to stay ahead by
merging their methodologies complemented with pool of expertise
resources available on demand.
Our methodology is designed to meet the
requirements of both managed and unmanaged operations. This
methodology reduces the impact of underlying risks involved in both
mode of operations. The operation will assume the moral
responsibility for the whole lot of services offered and for any
failure in SLA
or deduction in the expected quality of services.
2.
Service Delivery and Start-up
It is to provide uninterrupted IT Infrastructure
Management Services to Qatar
Steel ensuring that the comprehensive infrastructure, systems
and quality resources are available throughout the agreed contract
period. System familiarization is done, within 2 Weeks on site, both
by on-site and off-site resources. Documentations are examined,
Mechanism to generate additional documentations are designed in a
reasonable time frame. Permissible information sharing between Qatar
Steel IT and our On-Site and Off-Shore resources are made in
co-ordination between the designated personnel.
Existing facilities, implementation of Qatar
Steel’s Contractor interaction processes and co-ordination
sequences, Server Roles, Application Deployments and Associated
Database connectivity, Operating System Deployments, , IP Schemes,
Network Layouts, Internet connectivity, Firewall ports and
permission layouts are familiarized well within the given time and
alternative arrangement, if needed, are proposed to meet SLA
Requirements.
3.
INFOBHAN Service Desk
All underpinned by ITIL best practice. We do have an in-house
Service Desk, located at our office manned on all days except
Fridays during normal public and private enterprise work hours. This
Single Point of Contact ensures, all complementary support services
required by the TDR-003 and TDR 005-22/2011 are served with adequate
quality of technical and administrative support to meet all agreed
service levels and targets assigned or allocated by QS ITD.
The desk achieves the following objectives:
• A single point of
contact (SPOC) for all request escalations.
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This SPOC will be under the accounts manager.
• To ensure business
goals are met by the delivery of excellent support
• To help identify and
lower the cost of IT services as a whole
• To satisfy our
customers and thereby their retention
• To help other areas of
the user satisfaction on complementary basis.
Through the following responsibilities:
• Receive and record all
calls escallation from our on-site resources and QS ITD
and deal with any types of
assistance required to complete the IT Service Requests related the
signed contract.
• Assess all calls and
help to resolve the issues over telephone by applying right judgment
if needed.
• Monitor all service
incidents and escalate if necessary.
• Keep customers or
their users informed on status and progress thru our on-site
resources.
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4.
Meeting the full range of SLA requirements
A huge range of hardware and software break/fix services are offered
from our office expertees to complete the SLA targets and level.
These meet the needs of the widest range of service levels
from those with relaxed SLA
requirements, through to
60-minute fix SLA is needed. Whatever the requirements,
INFOBHAN will assist our on-site resources thru a dedicated back-end
support process to meet the full range of Contract and SLA
obligations that are part of TDR 003 & 005 -22/2011 and provide QS
ITS with guaranteed support and professional interactions.
5.
Full Managed Support Services:
Our dedicated team fully manages on Customer’s site (part of the)
infrastructure according to the term of Service Level Agreements
(SLA) to meet the Company’s unique Business needs. We take the
entire responsibility to operate the infrastructure (or part) and
deliver the right service in terms of availability, performance and
scalability. The Service is being managed thru ITIL v3 oriented
Service Desk Tool (Manage Engine’s Service Desk Enterprise 7.0) or
Customer given interfaces and tools.
Resources and Call Management
is made 24*7 basis if needed.
The calls/ requests / incidents are picked thru Web Forms, automated
but filtered email routings, direct phone calls, SMS and fax
messages. A land telephone line, GSM and Technical Support
will be available to Qatar
Steel from 7:00 am to 4:00 pm from SUN thru THU. This setup will act
as a SPOC for the whole of the support operation contracts in
possession. The tickets assigned to our staff are monitored (with
prior permission from the client), calls prioritization methodology
is well understood and resources allocation made by the client SD
Operator or Administrator is followed with call ownership
responsibility, until successful closure. This method of operation
will ensure that, our on-site resources are continues monitored,
calls are picked up on time, calls are followed with appropriate
priority and resolution requirements. We will also make our own
Service Desk rules that meets in line with client given SLA with
INFOBHAN and appropriate business rules and routing engines enacted
to perform the escalations to the Operations Manager of INFOBHAN who
will have direct responsibility to compliant with the SLA targets
provided by the client contract. All our on-site resources are
followed and ensured to produce their daily, weekly and monthly
reports from the Service Desk System provided by the client and are
ensured to make the scheduled reporting as per the management
formulated processes part of the Contract.
All the calls attended by the On-Site and Off-site resources are
forced thru ITIL based processes such as timely call pickup,
business impact analysis, business oriented and intelligent
prioritization, judging the distance and location, tools and
requirement mobilization,
call attention, call resolution and follow-up.
Vendor management will be
done based on the Warranty, Repair and Replacement related policies
and approved activities in consultation with client SD Operator or
SD Administrator and other management delegated leaderships time to
time.
All the calls are analyzed daily, weekly and monthly by the
dedicated Accounts Manager (Assigned for Qatar Steel Tenders TDR-003
& 005 /22/2011 ) at INFOBHAN for SLA compliance, call allocation,
resolution and closure effectiveness. The monthly Service Level
Review is conducted at Qatar Steel ITD
in the prescribed format and extracted request response and
resolution information for SLA compliance verification by QS IT
Management. The Accounts
Manager will also ensure the weekly reports are produced from the
Service Desk System and submitted by each of the on-site resources
to their designated QS contact points or leadership.
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6.
Call Recording
All the calls assigned by the SD Operator and
directly captured thru manual, electronic or automated means are
either recorded or updated with maximum possible information that is
required for SLA Compliance and useful to troubleshooting and
capacity planning by QS ITD. Maximum calls are closed at first
instant itself by deploying multi-skilled, experienced and
comprehensively communicating resources. INFOBHAN’s On-Site
resources will exert maximum expertise to immediately and
efficiently closing the calls. It will utilize and populate the
knowledge databases with best information that helps future calls to
close faster.
7.
Categorization, Prioritizing, Allocation & Closure
All the requests and Incidents allocated to
INFOBHAN’s resources are attended with QS’s SLA requirement,
business orientation and management priority. Incidents pickup are
made with the optimized and agreed skill sets with full ownership.
Resources are motivated for best call attention, resolution
and closure to their best level that are above QS’s SLA
requirements. Pending incidents are followed with off-site resources
and vendors as needed and assigned with higher authority
escalations. Ensuring the resolution and closure are made within
agreed SLA and with proactive problem management orientation.
8.
User Feedback.
User feed back on the quality of delivered
services and INFOBHAN’s on-site resource’s individual performances
are recorded on QS ITD given forms or screens as stipulated in
Service Level Review requirements and for SLA targets measuring by
QS IT. This will be submitted to QS ITD management for review and
further action. Users are encouraged and informed on how to fill-up
the feedbacks.
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9.
Account Manager
There will be an Account Manager off-site and
on-site, familiar with QS IT Systems, Management Processes and SLA
Requirements, committed to give priority services in terms of
monitoring the resources performance, attendance, quality of
service, skill set appropriation, call escalation,
call resolution ..etc.
Communication to him by Telephone (Office and Residence), Email, GSM
and SMS are activated without any limit for QS ITD and our on-site
resources. Adequate replacement will be notified with 15 days prior
notification during his vacation.
He will be one of the senior management people in
INFOBHAN and qualified with Service Operation Management training
and skills.
10.
On-Site Resources Allocated for the proposed Contract with
Qatar Steel.
INFOBHAN will continue to provide all its readily
stationed and available On-Site resources currently deployed at QS
ITD if QS ITD prefers the same due to their acceptance. Incase of
any rejection or omission of existing single or many resources by QS
ITD, INFOBHAN will complement with appropriate and skilled resources
within 45 days time and provide knowledge transfer and handover from
the existing resources. The additionally required resources at Doha
and off-shore will be arranged to give personal interviews or
On-Line interviews which ever is applicable.
All the required resource’s CVs are already filtered and kept
ready for submitting to Qatar Steel ITD screening process as needed.
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