Management View

Business Objectives

One of the greatest challenges of managing an IT infrastructure is ensuring that your IT team has the requisite skills to handle all your technology needs and that these critical resources are available on a 24x7 basis to meet client expectations. Adding to the challenge, you must operate under a limited budget and over a long period of time.

Clients using Rolta TUSC’s Infrastructure Services have senior-level resources at their disposal for whatever technology is needed to support, maintain and enhance their environment. This flexibility allows managers to run the most advanced infrastructures on a 24x7 basis but only have to pay for resources on a fractional or as-needed basis.

Collectively, our employees specialize in all aspects of Infrastructure support, maintenance and transformation. Although many companies need these services, they do not typically need them on a full-time basis. Rolta TUSC’s Infrastructure support model allocates teams of technicians that become part of your support structure. Yet, because these employees are typically leveraged across multiple companies, you only pay for the fractional use of each of these resources. This model provides specialists in many technologies, allowing you to run state-of-the-art systems while dramatically reducing costs and providing employee and hardware redundancy.

Solution

Rolta TUSC Infrastructure Support services provide the experience, standards and processes to fully manage your day-to-day systems, including full monitoring tools, service desk, 24x7 support staff and customer reporting. Unique from the competition, our service offering also includes more complex services such as performance tuning, system architecture, new technology improvements and system consolidation.

We provide a consultant that is familiar with your company’s environment to implement new features, perform the latest upgrades and enable faster completion of projects at a lower cost. When we are providing support in a co-managed support model, we provide the training and mentoring to ensure client resources are up-to-date on technologies.

At Rolta TUSC, we recognize that different companies and individual IT components have different support requirements. We do not simply provide a cookie-cutter approach to managing systems. We evaluate the specific hardware and operational needs of each client and make sure that our support model meets their operational and regulatory requirements. For clients that have specific security procedures, change control procedures or co-support needs with their own staff, we provide a structured approach to systems management.

Part of what enables us to provide a customized support model is the efficiency of our remote monitor software, which allows us to collect and provide automated analysis of all systems’ statistics on a predetermined schedule or on an as-needed basis. All statistics are stored in our operational data store and are available via customized reports on the Rolta TUSC Internet Client Center website. This data also feeds our alert notification engine, which provides real-time alerts regarding current or potential problems.

Approach

Rolta TUSC’s Infrastructure support is focused on achieving high customer satisfaction by providing skilled, specialized technicians for each of our clients’ required technology areas. These technicians lead all aspects of that technology for the client and use the vast experience that we have gained by supporting many other complex environments to ensure that each system runs as efficiently as possible. When additional technology needs are required, we can leverage our extensive team to solve immediate support issues.

There is a significant difference in the level of support that we provide compared to competitors. Most companies provide managed services support based around addressing alert-driven tasks. In contrast, addressing alert-driven tasks is just a small part of the offering that Rolta TUSC provides. Our model of support is based around primary assigned technicians for each support position of our client. Each of these technicians has vast experience and works very closely with the client contact on a daily and weekly basis to better understand the client’s business and technical requirements and plans. This intimate knowledge of client environments and priorities gives us the ability to provide true consulting services on a daily basis that helps our clients meet their goals.

Business Value

Because clients are able to eliminate or reduce management of their datacenters and/or the support of their infrastructure, we have seen clients’ operational support costs reduced by as much as 75% using our managed infrastructure services. All clients will realize cost reductions in areas where their existing employees do not have the experience to efficiently run all aspects of the environment or where they have hired for redundancy. Additionally, clients typically realize significant performance and reliability improvements with seasoned professionals focused on optimizing and managing their environments.

Technical View

Technical Issues

Today’s typical corporate IT infrastructure is a diverse environment with conflicting priorities and a limited budget. IT management faces a growing and aging portfolio of systems for which replacement and consolidation are often impractical in the near term. Sourcing support for this diversity, which may include obsolete platforms outside of vendor support, is challenging and often times expensive. Disaster recovery remains a misunderstood element of most IT infrastructures, as a majority of companies lack a cohesive recovery plan aligned with business needs. New challenges such as identify management, regulatory compliance and middleware integration only add to this burden.

Rolta TUSC’s Managed Services allows clients to reduce their IT costs and improve the service of their systems by using the right resources to tackle their challenges both large and small. Our in-depth knowledge of mission-critical systems help you manage risk and achieve the best ROI on your IT infrastructure. In addition to managing daily system performance, our knowledgeable consultants can help you navigate key challenges, including integration, disaster recovery and security planning, and meet regulatory requirements. By focusing on your IT systems, we allow you to focus on your business.

Solution Components

Rolta TUSC Managed Infrastructure services provides:

• Comprehensive knowledge of multiple operating systems including UNIX, Linux and Microsoft Windows.

• A unique platform-neutral, agent-less monitoring solution developed with ten years of production experience designed to detect problems before they cause a business interruption.

• Issue and problem management with customizable escalation chains depending on client need, integrated with our monitoring solution.

• Client web portal allowing complete transparency to every engagement.

• A rich tool set to automate all repeatable tasks in the IT infrastructure.

• Standard Operating Procedure for all common tasks developed by our expert-level team.

• Leveraged knowledge from other clients via our award winning Knowledge Framework solution.

Implementation

How is the SSP implemented?

Rolta TUSC Managed Services offers a suite of product offerings to deliver the most effective IT management to our clients. We provide services via three primary models:

• Simple subscription-based services allow access to the top talent in the industry in a manner that is affordable and flexible.

• For larger and more mature systems, fixed price support models allow effective cost management with complete peace of mind.

• Enterprise-class engagements benefit from our blended FTE model providing a combination of the top talent for the toughest tasks and our proven global sourcing capabilities to provide a cost-effective quality solution with unmatched value.

Whatever model you choose, each engagement begins with a comprehensive assessment of your current state and discussion of your most critical business objectives. From there, we craft custom SLAs to address your specific needs and begin managing your environment so you can better focus on strategic initiatives.

How Does it Fit and Why is it Different?

Rolta TUSC Managed Services provides a scalable solution addressing needs from simple system administration to multi-national enterprise IT management. Through these services, we reduce client costs and risks while allowing clients to fully leverage their IT investments and protect knowledge capital. Through ongoing knowledge transfer and expert-level insight, we enable our clients to make better decisions and transform their IT systems into a tangible business advantage.

More than a service, Rolta TUSC Managed Services is a business partner.