transform it services-

© 2012-2014 by Transform IT, Company Confidential.

Transform IT ServicesDecember, 2014

© 2007-2010 by Transform IT TechSol, Company Confidential.

Who We Are

IT Service Provider since 2012

Team of 50+ IT / DevOps Engineers

Microsoft Silver Partner

VMware Solutions Partner

HP Alliance One Partner

Committed to a high-quality user experience

Round the Clock (24 x 7) IT Support Team

Executive Management Team with average 20+ years of IT

experience


Transform IT Services

Asset Management (contract / license / warranty management)

Partial and completeExecution of IT Projects

Onsite or remote dedicated engineers

Cloud Integration and Migration service

24x7 response to monitoring alertsEnd to end IT Infrastructure managementITIL based Helpdesk

Develop / Deploy / Monitor


The Support Reality

At what time of the day do you really need IT Support?

Round the clock

Maintenance and Data Protection – 10% business hours; 90% off business hours

Projects – 40% business hours; 60% off business hours

User Support – 80% business hours; 20% off business hours

40 hours out of 168 hours in a week is about 24% coverage

We make it work for you

Remote Support is available Round the clock – by phone, email, chat, web conferencing and helpdesk


Delivery and Pricing Model


Dedicated L1 Team Member Profile

Desktop Support Windows 7, 8, MS Office, Email, VPN, AV, AS

Infrastructure Support Level 1 in Windows Server, AD, Exchange, SharePoint, VMware, Cloud Infra (AWS, Azure, Google Apps, RackSpace)

Monitoring, Backup management, help with Projects, defined tasks

Network Support Level 1 in DNS, DHCP, Switches, Firewalls, VPNs

Soft Skills Excellent communication skills Customer-friendly attitude Highly responsive Follow up task to completion

Escalate to:• Transform IT L2/L3• Microsoft/Cisco/VMware Support


Dedicated L2 Team Member Profile

Infrastructure Support Level 2 in Windows Server, AD, Exchange, SharePoint, VMware, Cloud Infra (AWS, Azure, Google Apps, RackSpace)

Monitoring, Backup management, help with Projects, defined tasks

Network Support Level 2 in DNS, DHCP, Switches, Firewalls, VPNs

Soft Skills Excellent communication skills Customer-friendly attitude Highly responsive Follow up task to completion

Escalate to:• Transform IT L3• Microsoft/Cisco/VMware Support


DevOps as a ServiceToday, things have changed, radically. An entire movement was formed by new technology like cloud infrastructure and virtual machines. This cultural change in perspective combines the two teams into one lean mean rapid deployment machine, leveraging code to manage the infrastructure. It is called DevOps.

The DevOps Lifecycle Looks Like This:

Check in code

Pull code changes for build

Run tests (continuous integration server to generate builds & arrange releases): Test individual models, run integration tests, and run user acceptance tests.

Store artifacts and build repository (repository for storing artifacts, results & releases)

Deploy and release (release automation product to deploy apps)

Configure environment

Update databases

Update apps

Push to users – who receive tested app updates frequently and without interruption

Application & Network Performance Monitoring (preventive safeguard)

Rinse and repeat


Office 365 Planning and Migration Services

Office 365 provides a suite of cloud communication, collaboration, and productivity solutions that can be combined together to match varying business needs. Office 365 solutions include Exchange Online, SharePoint Online, Lync Online, and Office applications.

Whether you are ready to move to the cloud or just looking for an expert to talk to, we can help. Cloud is not a one-size-fits-all solution. With years of experience migrating small and large customers to the cloud, we can help you determine and migrate to the right cloud architecture for your organization. We can help you with these migration tasks and more:

Free trials of popular Office 365 suites Help selecting the right Office 365 plan POC and pilot projects Migration planning and preparation Exchange migration Gmail and Lotus Notes migrations Hybrid cloud environments AD synchronization and ADFS setup SharePoint Online migration, customization, and best practices Lync Online setup Security and governance best practice


Azure Deployment Planning Services (ADPS)Jumpstart your journey to the cloud with Public Cloud, Windows Azure Deployment Planning Services (ADPS)—structured

consulting engagements with Valorem Consulting, a qualified Microsoft Cloud partner. Use your Software Assurance benefits to gain custom assessments and prepare your business for the future.

Plan your Windows Azure activation

As a Software Assurance customer, you may be eligible for Planning Services days to access the expert guidance you need to jumpstart your journey to the Public Cloud and identify which areas of your business are suited for Windows Azure.

Choose the offering that’s right for you: Activating Windows Azure Storage – Create a plan to utilize your Windows Azure Storage solution with StorSimple,

CommVault, or STEALTH and start realizing the value of your investment. Windows Azure Jumpstart – Learn about Microsoft Public Cloud offerings and develop an assessment for your line-

of-business (LOB) applications to run on Windows Azure. The engagement includes training for Windows Azure, an assessment for at least three LOB applications, and demos of sample applications. Choose from 3, 5 or 10 day engagements.

ADPS can help you: Understand what Windows Azure can do for your business and take your skills to the next level Realize the value of your investments Prepare your business for the future


AWS Deployment Planning Services (AWS-DPS)

We will guide you through devising a return-on-investment strategy and help create a clear time specific roadmap for your organization to achieve presence and stability on the AWS cloud.

Cloud Optimization Architecture (We are experts that specialize in creating deployment architectures for different environments. We understand, envision and create customized architectures varying on your needs)

BI, Analytics & Data Warehousing (We help customers solve their problems pairing AWS services along with partner tools and solutions to implement cost effective Integration Pipelines, Data Warehouses and BI & Analytics solutions)

Cost Optimization (Our approach to cost optimization takes into account hidden costs and resource allocation. We use our experience and expertise in costs and usage, to help customers implement effective and efficient use of resources)

Disaster Recovery (We can help you design and implement disaster recovery solutions efficiently by setting up your Disaster Recovery environment and implementing the tools and automation required for your Disaster Recovery plan)

Operational Recommendations (As an experienced AWS partner that has deployed many customers to the cloud, we have experience building architectures and implementing the best practices for our customers. We will show you the value of using one service or approach over another.)

Integration Pipelines and Workflows (Amazon Simple Workflow is used to build and run integration and business process orchestrations. We take advantage of this for customers and integrate with services like Salesforce, various CMS platforms, numerous APIs and Web Services so they can implement complex workflows in their products)


User support

First level of support for all users

Desktop and laptop support

Helpdesk ticketing system management

Escalations based on predefined policies

SLA based response and escalation

Single Point of Contact, Available on Phone Email Ticketing system Web URL (Web conferencing)


24/7 Remote Monitoring Infrastructure monitoring

Round Trip Email monitoring

Capacity monitoring

Database monitoring

Backup monitoring

Security monitoring

Custom monitoring for Oracle/Weblogic/Security

24x7x365 intelligent response to monitoring alerts

Alerting, validation of alert, ownership till fix, remediation


Getting a big picture view of the devices with SCOM…


Secure and Easy access to devices


Typical Escalation Matrix

Type of Service:-Infrastructure Monitoring*********************************************************PRIORITY:- HIGH 24x7Escalation Matrix:1. Validate and Escalate via Email ([email protected])2. During Business Hours(8:00AM – 5:00PM EST) a.Call on the following number 859.963.19113.Non Business Hours - (5:00PM - 8:00AM) a.Call in the order mentioned below: Kevin - 301.327.6535 Brian– 301.200.3742 Cory– 301.621.2934 Donald– 301.230.3646 Robert– 301.492.4425*********************************************************For CPU service, Memory service, Disk service:-*********************************************************PRIORITY:- MediumEscalation:- 1. Business Hours (8:00 AM - 5:00 PM EST) and Non Business Hours (5:00 PM - 8:00 AM EST)To be monitored, Validated and escalated Via email. ([email protected])*********************************************************


Advanced Helpdesk CRM/Ticket Tracking Software is included


Backup Management

Designing backup strategy like online/cloud backup, D2D backups

Daily detailed checks to identify errors

Experienced with most industry leading backup software

Restart or rerun erroneous backups

Monday test restores for all weekly full backups

Escalation of irresolvable errors to onsite team

Complete Tape/Disk tracking and management


End to End Infrastructure ManagementDesign/architect IT environment

Mail Server Management

VMWare/Hyper-V Server Management

Firewall and IPSec Tunnel Management

Managed Data Protection Services

UNIX/Linux Server management

Database administration

Cloud Service management & Hybrid

Virtual Desktop Infrastructure (Citrix, VMware, Microsoft)

Intranet and collaboration tools management / DevOps

Business applications management (Salesforce, NetSuite, Microsoft Dynamics, Microsoft GreatPlains, etc.)


Onsite Support (if required)

Scheduled onsite visits

Onsite team works closely with remote team

Architectural discussions and coordination

with engineers

Weekly IT meetings

Emergency onsite visits ($/hr)


Detailed IT Reporting

SLA compliance reports

User satisfaction reports

Weekly Backup reports

Weekly Uptime reports

Project progress reports

Security reports

Capacity reports

Change reports


How Transform IT Support its Partner’s End clients

Partner Proposes Remote support as a new service to its clients

End to End Monitoring device

Infrastructural remote support

Partner provides Online / Telephonic support to its clients

Transform IT’s Will have a dedicated team for Partner at its Bangalore office

Transform IT will provide Partner a hunting US telephone Number (GCC number if provided). The call ends at Transform IT’s remote support center. Transform IT engineer creates the ticket on the basis of the call and solves the issue


How Transform IT supports its Partner's end clients

Partner’s clients send tickets which ends at Transform IT dedicated team who in turn solves the ticket remotely. Or escalate only its beyond remote

Partner’s onsite team works with Transform IT remote team for critical issues where human presence is needed at clients end.

Transform IT generates Monthly client reports for Partner

Partner presents the client reports to the company.


Service to Customers on Products like…


Transform IT Customers (Partial List)


Thank you!

Contact:

Savyasachi MJ

[email protected]

+91 9845102548 (India)

Prasanth Konoth

[email protected]

+91 9740092479 (India)

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