Evolution of Infrastructure Management Services
In early days, client IT infrastructure was managed entirely at onsite client premises. But as IT operations grew to support multiplying business needs, this model was rendered inadequate in terms of scalability and cost effectiveness.
Advent of Remote Infrastructure Management (RIM) in the last decade has transformed technology landscape for organizations by leveraging cost arbitrage through resource augmentation based approach. Over a period of time, a series of technology and process innovations led to the development of end-to-end infrastructure solutions acting as a strategic enabler for CIOs and offering value beyond cost arbitrage. Managed infrastructure solutions deliver higher availability, faster turnaround time and efficiency with committed service levels leveraging a Global Delivery Model (GDM) which offered a compelling value proposition.
Typical Infrastructure Management Services (IMS) suite of offerings provided by modern IT service providers, include professional services, managed services (End User Computing, Data-center Management, Network, Security, Mainframe, Cloud Infrastructure and Application Infrastructure) and integrated support services (Service Desk, Monitoring, Asset Management and Operations Management)
However, quest for more value by clients and the need to differentiate for service providers paved a way for an evolution through enhanced focus on People, Process and Technology across the service life-cycle. Process frameworks such as ITIL, LEAN and 6 sigma offer pointers to fine tune the service delivery for clients.People with strong value system, right skills and in depth knowledge of client business are cornerstones of success. Technology in general and infrastructure management technology in particular is always in a state of flux. Clients expect thought leadership and innovation in existing and emerging technologies from their technology partners to transform their business. Expectation from partners is not just to keep the lights on or to bring down the operational costs. They also expect us to be an integral part of their IT Infrastructure transformational journey to bring about assured business benefits and continuous improvement.
In this context partner’s digitization capability and ability to offer innovative solutions are critical.Usage of innovative accelerators, tools and frameworks in various phases of the service life-cycle, provides a consistent way to deliver in time. This set of intelligent platforms/accelerators act as a value multiplier in providing Infrastructure Management Services, leading to improved services at lower costs.
It ranges from portfolio analysis to managing day-to-day operations:
- Outsourcing Portfolio Planning:Services to be outsourced are classified based on remote manageability and technology competency required. Road map and milestones for optimizing infrastructure and operations are devised in a collaborative manner to achieve business objectives of the client.
- Due Diligence and Transition: Client organizations across industries vary in terms of knowledge management maturity. Intelligent portals with online data collection and collaboration makes due diligence and subsequent transition smoother.
- Project Management: With the emergence of unified communications, collaboration between onsite and offshore teams has improved many folds. Various organizations have built customized add-ons on various open source platforms, which establish seamless communication with clients for the duration of the engagement.
- Run Book Automation: Run Book Automation (RBA) is the built in ability of a system to define, build, orchestrate, manage and report on workflows that support operational processes which typically involve interaction with diverse infrastructure elements such as applications, databases and networking devices. Beyond operational efficiency, run book automation tools also enhance effectiveness of resources by mistake proofing mundane repetitive tasks.
- Infrastructure Inventory Planning and Tracking: Some tools can automatically discover all infrastructure assets connected to the network. This is useful to clients to keep track of their IT infrastructure inventory. It also helps in capacity planning of IT infrastructure.
- Infrastructure Monitoring and Management: Robust multi-tenant tools which can deliver most commonly used (around 80%) functions of high end tools for a fraction of its cost (around 20%) are being preferred by clients in this era of austerity.
To summarize, focus on digitization and automation was perceived as a differentiator for infrastructure engagements in the past. It is soon becoming a qualifier as customers see value in service provider’s capability to provide digitization and automation.
Emergence of disruptive technologies such as cloud computing, big data, BYOD etc. presents new set of opportunities for clients and vendors to collaborate and progress further. Dynamic and reliable infrastructure at back end tailored to meet specific requirements is a mandatory common denominator for any new front end capability to yield desired results.
To learn more about Syntel Infrastructure Management Services please refer https://www.atos-syntel.net/services/core-services/it-operations
Albin Xavier is an Infrastructure Management Specialist focused on gathering research intelligence and tailoring innovative solutions for clients. He is ITIL V3 Certified and is an Electrical and Electronics Engineering graduate with MBA in Marketing and Systems. He had performed various roles including strategic planning, partnership management, interaction with analyst community and representing the organization in technology forums.