17139247 a casestudy of managed service by a vietnam company fpt

8/8/2019 17139247 a Casestudy of Managed Service by a Vietnam Company FPT

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Overview

Customer: a world leading carmanufacturer

Country: Headquarter inGermany, regional headquarter inSingapore

Industry line: Manufacturer

Customer ProfileThe customer in this case study isa famous car manufacture beingpresent worldwide.

Business Situation

The IT infrastructure of theCustomer in the APAC regionincludes about 600 servers, thatprovides IT operation for the entirecompany. These WinTel-platformbased servers need 24x7maintenance and support servicefor their non-stop normaloperation.

SolutionFPT-IS sets up a separated service

center fully equipped with high-tech IT and facility devices,redundant leased line internetconnection. Qualified engineerteam working 24x7 ensures non-stop L2 remote support service forthe whole APAC region.

Project duration2008 November 2009 December

Benefits

Cost reduction through laborarbitrage and utilization Highly skilled technical

resources available 24/7/365 SLA-based and proactive

responses to incidents andproblems

Full security assurance

24x7 Remote Support Service forIT infrastructure of the Customerin entire APAC Region

The Customer is a famous car manufacturer that has its head quarter in

Germany and offices and plants operating in many locations in the world. To

perform its business activities with the centralized control from the

headquarter, the customer utilizes large scale IT systems and networking

infrastructure in the locations it has present, which are interconnected and

overseen by the IT head office in Germany.

After a thorough site survey and human resource evaluations, the Customer

chose FPT as a partner to outsource 24x7 managed service for WinTel

servers (Intel-based and running on Windows platform) in APAC region,

which includes around 600 servers.

To meet the requirement, FPT built a dedicated service center and organized

a highly qualified engineer team to provide the support service. The service

provision is of excellent quality, fully met the SLA (Service Level Agreement),

keeping the non-stop normal operation of the server pool and in turn of the

business activities. The Customer is well satisfactory with the managed

service provided by FPT.

FPT Information System, 101 Lang ha street, Hanoi, Vietnam


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Business situationThe Customer has its headquarter in Germany

and offices and plants operating in many locations inthe world. To perform its business activities with thecentralized control from the headquarter, theCustomer sets up IT systems and networkinginfrastructure in the locations it has presence, whichare interconnected and controlled by the IT headoffice in Germany. IT policies and applications areuniquely applied to all the local offices and factories.

To handle such a complex and large scale ITinfrastructure and keep it in smooth operation, theCustomer needs to have help desks and supportteams in various specific infrastructural areas such usnetworking, application imaging, Wintel-based

systems, application virtualization etc.Among the before-mentioned support teams, the

WinTel support is responsible for the entire serversystem that is Intel-based and runs on Windowsplatform. Only for the APAC region, the systemalready includes around 600 servers, that need to betreated by 24x7 support service. For this APACregion, the customer decided to outsource the Level 2,24x7 remote support service to a qualified third partyvendor. After a thorough site survey, human resourceand related skillset evaluations, the Customer decidedto choose FPT as a partner to provide managedservice for WinTel servers in APAC region.

Business solutionTo provide a stable WinTel support service, FPT

has applied a practical service delivery model, which

has the two vital building blocks: Two-phaseimplementation of remote service provisioning andSynchronized on-side and offshore management.

Two-phase implementation of serviceprovisioning: to implement the remote supportservice, the service delivery is divided into twophases: transition phase and operation phase. In thetransition phase all the necessary preparations aremade. This includes a separated physical servicecenter setup, redundant networking connectivities(i.e, VPN connections over Internet leased lines)creation, adequate human resources selection andtraining, standard processes and procedurespreparation, responsibility and KPI (Key Performance

Index) assignment for the stakeholders, SLA (ServiceLevel Agreement) for the support service. In theoperation phase, actual activities of remote managedservices are performed via 24x7 operation of the L2service center. This contains escalation and resolutionfor incoming incidents, problem management androot-cause analysis; change and configurationmanagement (including provisioning andperformance impact analysis), trend analysis,reporting and recommendation for improvements.

Synchronized on-side and offshore management:FPT deploys an on-site coordinator sitting at the

Customer premise in Singapore. The onsitecoordinator acts as a fast message delivery pointbetween FPT and the Customer, recommending andimplementing quick resolutions for onsite situations,coordinating the FPTs onsite team during their

Service Delivery Model for the remote managed service provisioning


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training in transition phase. At the offshore side inVietnam, a well-defined project structure is created toarrange tasks and overall management. Besides theteam performing remote managed service,management synergism is created. The whole missionwith the Customer is treated as a project, therefore the

project management board consists of a projectdirector, a project manager, and line managers. Theproject director is a person from top managementboard, who has authority to make fast decisions oncritical issues. The project manager is an experiencedperson in the field, who is responsible for dailyoversight of the project. The line managers fromrelated divisions, from which the service teammembers come, are also involved closely in theproject management board, facilitating thus theworking process efficiency.

Business BenefitsBy using support service of FPT team, the customerbenefits from the following key points.

Cost reduction through labor arbitrage andutilizationBy outsourcing the L2 support tasks to FPT teamworking in the service center located in Vietnam, theCustomer gains a significant cost saving comparing tohaving doing it by themselves. The Customer canutilize much more efficiently their budget for IT

infrastructure section, as they can exploit the savingto other critical business operations. Moreover, of themost important is that the saving is produced not atthe expense of quality, i.e. the Customer still has thesame or even better service quality for the WinTel L2support.

Highly skilled technical resources available 24/7/365The FPT staff members working in the WinTelsupport team are highly qualified. They meet thestrict skillset requirements of the Customer. In fact, allthe team members have to pass two rounds of

selection: one is the internal selection performed byFPT and another one is the selection made by the

Customer. The team members work in a 12-hourshiftmanner, covering 24 hours per day, 7 day a week.

SLA-based and proactive responses to incidents andproblemsThe job of the WinTel L2 support team is to ensure

normal and smooth operation of all the servers(around 600) in the APAC region. As so, all theincoming incidents that belong to WinTel supportteam are completely resolved in a way complyingwith the predefined SLA given in the next Table,where incidents are categorized into 4 levels withregards to its severity and committedresponse/resolution time.

Incidentcategory

Response/Resolution time

P1 15 minutes/4 hours

P2 1 hours / 6 hours

P3 4 hours / 3 days

P4 1 day /as agreed

SLA for handling incidents

Moreover, the L2 support team also carries out systemanalysis and makes change requests and in turnactions if necessary to proactively prevent possibleincidents from happening. Such proactive responsesare continuously initiated and corresponding actions

are achieved in time, better ensuring normaloperation of around 600 servers in APAC region.

Full security assuranceOnce trusting FPT in providing remote supportservice, certain internal data of the Customer areassessable for the FPT L2 support team. Despite ofthis fact, the Customers data is in perfect safe. It isassured from two angles, namely physical securityand IT-based security assurance. The dedicatedservice center is located inside our companysbuilding, thus receives 24x7 guarding. No one canenter the service center without showing the staffnamecard to the guards and having his/her keycardto the service center. As far as the IT security

Networking connectivity for the remote service center in Vietnam


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concerned, each personal computer/laptop isequipped with antivirus program, preventing it fromdata hackering. Moreover, only the owner for thatpersonal computer/laptop can log in with theusername/password assigned to him/her by the theCustomers administrator. Each person working inthe service center must sign a NDA (Non DisclosureAgreement) with the Customer, committing to keepall the business data confidential and takes full legalresponsibility for any breaches. In parallel, at thecompany level, FPT and the Customer also sign theNDA that requires each partner to treat business dataof each other confidentially and only for contractedpurposes.

Contacts

FIS head office:101 Lang Ha street, Hanoi, VietnamTel: (+84) 4 5626000Fax: (+84) 4 5624850Web address:http://www.fis.com.vn

Software and Services

ProductsMicrosoft products (Exchange

Server 2003 Enterprise Edition,Microsoft Windows Server2003 Enterprise Edition)

BMC User Remedy Lotus notes collaboration

framework

TechnologiesMicrosoft technologies: Active

Directory, MOM, WindowsServer 2003

HP OpenViewServer hardware configurationVirtualization technologies

(VMWare, MS Virtual Server)

Services24x7 WinTel support service,

including troubleshooting andperformance optimization

Hardware

Servers (mostly from HP) that areIntel-based and run on Windowsplatform.
http://www.fis.com.vn/http://www.fis.com.vn/http://www.fis.com.vn/http://www.fis.com.vn/

17139247 a casestudy of managed service by a vietnam company fpt

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