it fit - hexaware

1© Hexaware Technologies. All rights reserved. | www.hexaware.com

ITFIT


The Hexaware team

Sid Dhar

Executive Sponsor

Deepak Kaliappan

Account Manager

Durairaj N

Account Lead - Infra

Srinivas M

Client Executive

STEERING COMMITTEE

ACCOUNT TEAM

Jogendra Pisini

Service Delivery Manager

Miquel Wong

Transition Leader

EXECUTION TEAM

Vinod Menon

Enterprise Architect

CENTER OF EXCELLENCE


Agenda

Creating a fitter IT

• POV for role of IT in Fitness

• Creating the Next Gen of IT Delivery

Solution Overview

• Scope Understanding

• Analysis & Observations

• Key Solution Tenets

• Engagement Governance

• Service Delivery Overview

• Alignment to Life Time Fitness objectives

Service Transition

• Transition Methodology

• Transition RACI

• Risks & Mitigation

• Transition Governance

Solution Detail

• Environment, Category , Trend & Operations Analysis

• Benchmarking to Industry standards

• Next Gen Service Delivery Construct

• Support Structure (location, team composition, distribution)

• Hexaware Solution/ Automation enablers

• Key transformation opportunities

Engagement Governance

• Stakeholders Objectives & Review Cadence

• Core Personnel

Engagement Roadmap

• 6-12-18-24 month plans


We are buildinga different organization

Automation

First

Culture of automation

first; No fear of

cannibalization

Anti Pyramid

Low skill L1 wont

work; Slow Rotation

Cross-Skilled

Resources

Focussed Growth

Aspirations

Keep ability to focus

on customers: only 2-

3 new customers per

quarter, globally


Shrink IT

Cost with intelligence driven automation

Commodity IT includes ASM, Testing, IMS and BPO

Customers spend

30-40% more

Our promise is simple….

TOTAL

PRICE

Q reduction/

elimination

PRICE X QUANTITY=

Shrink Commodity IT


First Set of Levers

Second Set of Levers

Eliminate 30-40%

of IncidentsIMSASM

RAISE IT

Eliminate 30-50%

of LabourBPS

Lean & RPA

IMSTransform Underlying Infra,

Cloud & Hyperconverged

BPSIndustry/ Process specific

STP through Platforms

ASMTransform Application

Landscape

Shrink IT Cost with Intelligence driven automation


In-scope Summary, Scope Understanding & Volumetric

Group 1. Core Infrastructure 2. Network Infrastructure 3. End User Computing 4. Security Operations 5. Service Desk

Where

• Data Centers in Chanhassen & Chaska• 2 DC’s• Chanhassen DC is primary and Chaska acts

as cold backup site

• Corp HQ Chanhassen• Corp CoLo Colorado• Clubs• Branch Offices

• Corporate Offices (Chanhassen, Chaska) • All users globally

What's in

• Installation, Configuration, Administration & Maintenance of Systems & Storage

• VM Administration• DNS Management• Rack & Stack• Level 1 Application Support• Database Administration• License Optimization• Backup Management• DR Plan Development & Maintenance

• Device Administration• Connectivity/ Circuit Mgmt.• Voice Support• WLAN Support• Network Management• Network Security Support

• Onsite Support for Corporatesites

• VDI Management• End user device management• Patch & Image Mgmt.• Access Management• VIP Support

• AD Management• Policy Management• Compliance Management

• IM & SR Management

• Major Incident Mgmt.

• Knowledge Mgmt.• ITSM Suite Mgmt.• English & Spanish

Support

What's out

• Asset Ownership and licensing costs• Facilities/ building management• UPS/ Fire suppression systems• User Rights Authorization• Standard, technology adoption, policies

• Asset Ownership and licensing• Managed WAN

• Field Support for EUC devices• Definitions & Standards• Policies & Procedures• Device ownership• License Management

• Security Tier1 and Tier2 support

• ITSM licensing costs• ACD, IVR

infrastructures

How• Managed Services• 24 X 7 X 365 coverage

• Managed Services• 24 X 7 X 365 coverage

• Business Hour Support (except VIP)

• Managed Services• 24 X 7 X 365 coverage

• 16 X 5 +12X2 coverage

Scale

• % Virtualization: 45%• Servers : 1555

• Chanhassen Server : 739• Clubs: 723• AWS & Azure : 93

• Storage: 539 Tb• SQL Instances – 647

• Total of 9885 devices• Router: 238• Switches 1017• Wireless: 2330• Voice: 6300

• Total 24,156 devices• Devices covering Windows

desktops, Laptops, iPads,

• Total 96 security devices (Firewalls)

• 32,000 users • ~10,000 IT users


Lifetime Fitness’s objectives from this initiative is to

• Select a partner that will:

• Collaborate with Life Time Fitness in the strategy to move from an in-house led IT support function to a Managed Services Model

• Go beyond operations arbitrage to drive significant automation related benefits

• Adopt a consulting approach to IT Service Delivery that prioritizes Life Time interests first

Scope Analysis

• Operations driven with Life Time retaining Architectural responsibilities in selected tracks

• Highly distributed environments with significant IT footprint in clubs

• Standardized architectures

• Non Complex IT environments

What Lifetime Fitness is looking for in the Partner of Choice

• A partner that has a flexible and scalable business model capable to grow and adapt to Lifetime Fitness’s business landscape providing world class customer service and delivery innovation

• Proven track record of transitioning from an in-house support model

• Have a proven track record providing the in-scope services and proven operations and process maturity

• Corporate cultural alignment

• Solution and price competitiveness

Requirement Analysis


Current State Analysis

Incident repetition rate

Tickets/ seat/month

Inci

de

nt

Man

agem

ent

Effi

cien

cy

Pro

ble

m M

anag

emen

t Ef

fici

ency

Incidents/ server/ month

Severity 1/ month

Au

tom

atio

n &

Pro

du

ctiv

ity

effi

cien

cy

Self fulfill rate

First Call resolution

0.25

Better than Industry

In line with Industry

Lower than industry

2-4On an avg. 20-30 tickets / month , which makes less than 1% of total volume * High & Critical

15%

90%

2%125

• On an avg. 64 tickets / month nearly 50% are related to access, file archiving for Corp-IT issues

• 34 Tickets landing on SD for basic issues like server error & print server issues

• Others are application group related

• No tickets per seat per month are way better as per industry standards, after analysis Hexaware noticed that majority of the issues are typical L1 troubleshooting incidents.

• Majority of L2 tasks which are getting assigned directly to other groups and can be offloaded here

• This will enable deriving efficiencies from core teams for transformation and engineering related tasks

• 80-90% FCR is better than industry standards

• Most of L1 issues are getting addressed at SD all L1.5 & L2 issues are moved directly to L2 and L3 resolver groups

• Current SD can be equipped with relevant tools and skillsets to act as an pure L1 & L2 Service Desk

• Almost 50% of access, password rest, fileserver related requests can be self fulfilled through automation

• Additional 10% of issues related to exchange, calendar, outlook are also self serviceable

• Most of L1 issues are getting addressed at SD all L1.5 & L2 issues are moved directly to L2 and L3 resolver groups which makes repetition rate fairly low.


IT Infrastructure Optimization opportunities (Hexaware POV)

Infrastructure minimization

Technology Optimization

Service Automation

Tools Rationalization & Optimization

Operations effectiveness

End User Services

Data Center Services

Service Desk

Network & Communication Services


Solution Tenets

• Over investment in Transition

• Focused groups for each component of IT – Operations, Technology, Process, Governance

• Direct Management by Executive Sponsor

• Key transition teams continue into Service Delivery

• Right balance between Service excellence, cultural sensitivity and cost efficiencies

• Direct alignment of Hexaware delivery teams to Life Time retained groups to ensure improved transparency & collaboration

• Diligent approach to centralized remote operations taking client confidence as the key factor for workload migration

• Preemptive Managed Services model

• Self Service based automation focus

• Real time, web enabled reporting across baselines, performance, operations etc.

• RAISE IT led ServiceDelivery

• Significant focus on Demand reduction in addition to supply optimization

• Transparent & Flexible Pricing Catalogue

• Revenue sharing model, passing on benefits to customers in form of automation and technology shifts

Flawless Transition

Right Shoring

Automation led IT

Operations

P X Q reductions

Continuous Improvement

• Distinct focus on service innovation & improvement

• Automation first, Self Service next, Smart people approach to IT Service delivery

• Focus on reducing Field operations efforts by converting hard IMAC’s to soft IMAC’s


Transition Design Principles

De-Risked Transition Approach for Lifetime Fitness : “Transition services First & then Transform “

One program with multiple streams (six streams) covering Transition – Services Transition, Automation, Operation Optimization, Tools & Process,

Quality Risk & Compliance and Governance

Services transition to be completed in 4 months, post which Steady state services for Lifetime Fitness to start. Onsite heavy delivery model for the

initial months of engagement. Additional People for initial months to take care of Ticket Increase / Clean Up.

Operations Transformation to be Run in parallel with Key focus on Risks & Mitigation Strategies

Dedicated Transition experts transitioning inhouse LTF activities

Cloud /DC / Workplace/ Network / Security / Automation experts with similar large and incumbent transition experience

Gain from the teams past experience leading to faster knowledge transfer.

Re-usable solution components

Usage of ‘best Practice’ knowledge gathered in earlier transitions

Re-usable documentation templates

• Due Diligence templates, SOP`s and task lists

13© Hexaware Technologies. All rights reserved. | www.hexaware.com 13

Flawless Transition

US

Automation

Technical

Details

Gathering

Due Diligence

Technical

Details

Gathering

IT Fitness Center

Forward ShadowForward Shadow Reverse ShadowKnowledge Transfer

Start Date

Jan 2017

(Pre-transition Start)

Feb 2017

(Implementation Start)

Data & Voice

N/W

connectivity

Mexico Site

Ready for

operations

W 9 W 10 W 11 W 12W 5 W 6 W7 W 8W -1 W 1 W 2 W 3 W 4

Site Setup Site operations

Ste

ad

y S

tate

W 15 W 16W13 W 14

Business-IT Clubs-IT

India

App Support

Self Help

Self Heal

Event Co-relation Automation Engine

Password Reset

• Workflow

Integrations

• Fine Tuning

• Scripting Changes

Workplace Services

Intelligence Grid

• Run books& SOP based tasks

• LTF specific Application group mappings

• Critical business users and application

DC/ Cloud Operations

Server Storage DC

• Key Issues

• Batch jobs

• Server to app mappings

Network & Security

Experience Hub

• POS Devices

• Critical Club

systems

• Key Sites

• Device details & locations

• IDP & IPS details

• Data & Voice Switches

Management &

Reporting

• Key Reporting needs

• Frequency

• Business group

mapping

• Operation and KPI

reports

• Capacity charts

• 24x7 Fitness Center

Support

• 12x5 + On Call Cloud

Operations


Right Shoring (Year1)

Workloads

Colorado

Chennai, India Center

MPLS

MPLSChanhassen Corp Data Center

Onsite- Hexaware Experience Hub

• Break fix & IMAC

• Deskside Support

Onsite-Offshore- Operations Hub

• IT Fitness Center (24x7 from Offshore)

• Tier2 support

• Onsite/nearshore (60%)

• Offshore (40%)

• Tier3 support – Onsite (Role based mapping)

• Cloud/DC Services (12x5 + On Call) SME’

• Network & Comm. (12x5 + on Call)

• Security Support (12x5 + On Call)

Onsite-Nearshore-Hexaware Digital Service Hub

• Peak Shift from Atlanta covering: (16x5 weekdays & 8x5 Weekends)

• Specialized & Expedited Club Support

• VIP Support

• Off-peak from Mexico center

Balanced Resourcing Model (Onsite Mapping)

Locations % Split

Year1

Onsite/Onshore 56%

Nearshore 17%

Offshore 29%


Automation led IT Operations (reference model)

Developers

End Users

Suppliers

Raise ITSelf Service Platform

Serv

ice

Cat

alo

gue

Request

Serv

ice

Cat

alo

gueTrack

Spin Up/ Down

Approve

Reporting

Account Administration

Raise ITService Analytics

Platform

40-50% Self Help

Raise IT Intelligent Monitoring Platform

Monitor Diagnose Remediate Automate

Analyze

15-25% Reduction by correlation

impact

Raise IT Orchestration Platform

Raise IT Live Reporting Platform

Life Time Executives

Life Time IT Leadership

12-15% Reduction by

Task automationimpact

18-20%through

Auto-heal

12-15% Faster

ProvisioningOn-demand

15-25% Opex

reduction

30%Efficiency gains through SDDC

10%Self

Service

* Percentages depicted represents efficiency gains within respective buckets

On Demand & Faster ProvisioningTransparency through metered-chargeback billing

Enhanced end user experience through persona based servicesFaster resolutions through automation engine and self service enablement

Faster and efficient system uptimesReduced impacts on business applications for club and corporate users


Year2 Year3 Year4 Year5

As-Is Cost

Year1

Consolidation / Centralization

Rightshoring

Proactive Application Monitoring

Cost of Shrink IT, Automation

Transition Cost

Proactive Problem Mgmt + Bimodal Ops + Left Shift

Foundational Service Management

Co

stSa

vin

gs

RAISE IT / BOTS

Charged price movement

As-Is Cost

No double cost during staff

transfer

Benefit realization End of Year1




Real Cost Movement

Benefits Realization


Proposed Transformations -PXQ Impact

• Critical workloads not planned to be migrated , to be refreshed on

Hyper converged technology

• SDN

• Unutilized & over-provisioned infrastructure at LTF remote sites &

gym`s to be consolidated & accessed centrally driving efficiencies

• Assessing the workloads for LTF in year 1 & migrating the qualified

workloads to Azure. QA & Test Environnements especially

• Moving from the Colorado site to a Cloud based DR

• Increasing the existing LTF Virtualization percentage from existing

45% to 90% to reduce the overall physical footprints.

• On Prem Refresh : Hyperconverged Arch

• Software Defined Networks

• Remote LTF sites Infra Consolidation

• Cloud First & DRaaS

• Increased Virtualization


Service Delivery Construct

Category Sub Towers Staff Model Staff countOnsite: Nearshore: Offshore

split (Year 1)End state support

ModelTraining /

Certifications

End User Services

User Device Support

Ded

icate

d

2 Nearshore: 2 Centralized MCSA, MCTS

Service Hub 16 Onsite: 11 & Nearshore: 5 DistributedCompTIA A+/ Network+

On-site Services2

Onsite: 2 DistributedCompTIA A+/ Network+

Corporate SupportVIP Support

Site Infrastructure Services

Network Services 2 Onsite: 1 & Offshore: 1 Distributed CCNA, CCNP, CCIE

Communication Services 2 Onsite: 1 & Offshore: 1 Centralized CCNA, CCVP

Data Center Services 7 Onsite: 4 & Offshore: 3 Centralized MCP, MCSA, MCSE, RHCSA, RHCE, VCA, VCP, CCNA

Application Support Services

4 Onsite: 2 & Offshore: 2 Centralized

DR Services 1 Onsite:1 Centralized CBCP, CFCP, CBCV

Security Compliance Services

1 Offshore: 1 CentralizedCISA, CISM, MCSA, MCSE

Program & Account Management 5 Onsite: 2 & Offshore: 3 Centralized


Tower Manager/ FTEs Total

L3

EUC

30-35

L2 L1 L2 L3

Onsite Services

DC

Network & Comm.

Security

Program

Management2 4 1

65

TOTAL 37 35 70-75

30

Service Delivery Construct


L3

EUC

30-35

L2 L1 L2 L3

Onsite Services

DC

Network & Comm.

Security

Program

Management2 4 1

65

TOTAL 37 35 70-75

30


L3

Service Desk

L2 L3 L2 L1

Workplace

Services

DC

Network & Comm.

Security

Program

Management

1

1

1

2

5

1

1

1

1

1

1

4

2

1

2

4

2

16

2

12

4

1

5

TOTAL 3 9 2 11 6 42

User Device

Support

Onsite/Onshore Offshore/Nearshore

L1

9

11

2 2


Target Operating Model

LTF End Users Data Center

Hexaware Cloud Enablement ServicesTM

Raise ITTM

Hexaware Digital DC Operations Solution

Training

Financial & Cost Management

Hexaware Solution Enablers

Target State Operating ModelLet machines talk to machines while humans talk to humans

Incidents/ Requests Events Server Storage

Alerts

Intelligent Monitoring

Intelligence Grid(Machine Learning)

Complex Event

CorrelationMachine Driven

Bre

ak-F

ix &

Fie

ld S

up

po

rt

OEM

Su

pp

ort

Club UsersCorporate & Remote

UsersApplication User L1- Robotic Incident Management

Cross Skilled Team

DC/Cloud Operations

Workplace Services

SecurityOperations

NetworkOperations

Experience Hub

IT F

itn

ess

Ce

nte

r

Tier

1 S

up

po

rtTi

er1

& T

ier

2 S

up

po

rt


Intelligent Automation

Discovery(CMS, Asset, Application )

ITSM – Service management(Service Request & Self Help )

Application performance Management

Intelligence Grid (Manager of Manager/ Event Correlation/ Logs Predictive Analysis , Machine Learning )

Tools Mapping

Password & Operations Management

WintelAppsStorage Database Network SecurityMessaging

DC & End User Computing Security

Monitoring

N/w

Dev Ops

INT

EL

LIG

EN

T

MO

NIT

OR

ING

INTELLIGENT

MONITORING

Discovery

Service

Management

AutomationAutomation (RPA , Bots , AI, Self-Heal )

Helsinki AutodiscoveryESS

Password

Recovery

NCM NPM

PA

SS

WO

R

D M

GM

T.

Ghost

Patching Configuration Management

Cisco ISEAny Connect

Security Management-IDS-Mobility

Remote Desktop

Platform Driven

Single IT ViewAutomation Engine

Missing

Secu

rity

MG

MT

.

Missing :Single

Password Management

Duplicate Tools

RAISE IT Automation Platform

Password Mgmt. Script Solution

HelsinkiAutodiscovery

NCM NPM

Cisco ISE Any Connect

Remote Desktop

Integration

Inte

grat

ion


Program GovernanceC

lient

Exe

cutive

Deliv

ery

Lead

er

Tow

er

Lead

s

Transi

tio

n L

ead

s

SM

E’s

Transition Management

Delivery Management

Program Management

Relationship Management

Core infrastructure Network & Comm. End User Computing Security Ops

Weekly Monthly QuarterlyDaily

Review of issuesRisk Register Updates

Status trackingDeliverables Management

Phase wise reportsGo/ No Go decisions

Management updates

• Contract novation –Managed Voice & Managed Data

• Setup operating processes with Telecom Service Provider

• KT PBX support

• Capacity Reports• Operations Readiness• Usage Analysis• Performance reports• DR test reports• Build-De-build reports

• Billing reports• Latency Management• Report• Usage trends• Updated Network Design

Improvement AreasSLA performance

KM utilizationOR Readiness

SOW ManagementRisk Register Management

Services stack management

Value Portal performanceSIP Performance

CSAT performanceDemand Management

Compliance ManagementProjects Portfolio

Business AlignmentRelationship Quality

Performance ManagementScope Management

Contract Management

• Server Uptime• Storage Growth• Backup Success• Prod Migrations• Operations KT

• Critical Applications hosted and interfaces

• Escalation Matrix• Multi team Scenario• Compliance & Data

Security

• Cross Skilling• SOP & Run Books• Demand Management• Patch Status• Project Support

• AD Integrations• User profiles• Call trends• SOP’s• Communication Mgmt• Reporting• Escalation Matrix

• CSAT/ DSAT• SIP• Service Integration

reports

• IT Change Management efficiency ( roll backs, impact, deviations etc.)• Capacity Management (Infrastructure & Operations)• Escalation & Exception Management• Services Baseline

• Account Health Status• CSAT improvement• Contractual Discussions• Future Endeavors


Proposed Engagement Lifecycle

36 Months• LTF Remote Site Infra Consolidation• 40% reduction in Labor Cost• IT Orchestration

18 Months• Azure Migration – LTF QA & Test Env• DR as a Services for Critical LTF workloads• Further Automation and Bot solution

6 Months• Self heal & Self serve solution• Task and RCA Automation• Integration with Raise IT Platform• Script based workflow alignments

24 Months• On Prem Refresh : Hyper convergence• Incident Reduction – 45%• Problem Resolution % Increased by 30%

48 Months• Process Improvements

• Workflow Improvements

4 Months• Services Takeover• Hexaware Service Hub

Enhancing LTF Use Experience

12 Months• 30% Incident reduction• Increased Virtualisation• 40% reduction in Labor Cost


Alignment to Objectives

Consistent High Quality Service Delivery

• High touch support model

• Highly experienced support staff from Hexaware’s Top 5 accounts

• Commitment not to rotate staff for at-least 24 months

• Ongoing performance benchmarking

Flexibility & Scalability

• Easy Opt in/ Opt out options configured within a Self Service

• No contractual commitments on minimum spend to gain efficiencies

• Onshore, Nearshore and Offshore rampupcapabilities

Cost Optimization

• Inverted Pyramid Model

• Focus on reducing P & Q

• Transparent gain sharing model through real time reporting

Innovation in Service Delivery

• Automation driven IT Operations

• Gen 3 provider

• Priced to efficiencies and not noise in environment

• Commitment to re-invest 1% of contractual revenue for service innovation


WHY HEXAWARE

This relationship is very important to us: The scope of engagement is a core service offering

for Hexaware and the size and scale of Lifetime Fitness make you a potential marquee customer for us

Given that, this engagement will have significant executive support from the Group President and Infrastructure Services Delivery Leader and will be staffed with an experienced A caliber team

Guaranteed Benefit Realization: Primary solution is transformative in nature and uses extensive technology levers such that it delivers better economics and/or end user experience through both “P” (price) and “Q” (quantity) reduction

Innovation Guarantee: Hexaware will guarantee a Fixed Amount as an innovation fund, which will be used to create additional value such as helping Lifetime Fitness create a Hyper-convergence roadmap or create a Cloud Strategy

Executive Management Oversight: The partnership comes under the Direct Management of the President & Head of the Infrastructure Practice at Hexaware

it fit - hexaware

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