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*HCL Confidential
HCL TechnologiesITO Business Overview
Kalyan KumarSVP & Chief TechnologistGlobal Products & Technology OrganizationHCL ISDEmail: [email protected] Twitter: @kklive
Copyright © 2014 HCL Technologies Limited | www.hcltech.com2
Copyright © 2014 HCL Technologies Limited | www.hcltech.com3
Infrastructure Services - Quick Facts
Fastest Growing Infra outsourcer in the world, largest Indian Origin Provider
20 Fortune100, 17Global100 customers
Leader in Gen 2.0 Outsourcing
• 30%+ moved from other SP• 70% of TCV from Global
MNC’s
Manage Windows for Microsoft, Networks for
Cisco, Storage for EMC, VM Ware for VM Ware
100% success in timely Transition
> 98% customer retention
Our Annual CSAT scores were rated “Best in Class” for the past
two years
QUICK FACTS
Copyright © 2014 HCL Technologies Limited | www.hcltech.com4
9 verticals incl. BFSI, Consumer, E&U, LSH, Manufacturing & Hi-Tech, MPE, TTL
6 service lines – DC, EUC, Networks, Security, App Ops, CFS
250+ Customers
60+ Customer IT Transformations
20000+ certified professionals
21 years Infrastructure services
1.8 mil + Mission Critical Devices 15 Million+ Calls, 0.5 Million Critical Incidents
170+ Services Transitions
HCL INFRASTRUCTURE SERVICES - MARKET DOMINANCE
98% Outsourcing contracts successfully renewed 17X Growth in 8 years
97% Transition Success Rate 40% Market share of Full Services Replacement Market
Multi-Year Engagements, Segment specific services for F100, F500, F1000 Clients
Mature Services: Leader in Gartner MQ, Forrester Wave
Operations and Transformations value add - Industry Best in Class CSAT
Global Support Model – 12 GDCs; 11 Offshore, 50+ Partner DCs for Global Hosting
Global Multi-Lingual support, L1, L2, L3 Support, 26+ Languages, 120 Countries FSO
360° Partners - Microsoft, Cisco, VmWare, EMC, Xerox...
Thought Leadership – “Enterprise of the Future” Next Generation Services Models
4
Copyright © 2014 HCL Technologies Limited | www.hcltech.com5
Engagement Model
Data centerDesktopNetworkHelp deskApplication
Operations
Discrete/Managed Services
Asset Light end to end IO
IOMCThird Party Vendor
managementCross Functional
Full Service Sourcing
Utility computingSaaSCloud- based
Infrastructure as a service
Alternative Delivery Models
Multivendor outsourced
Single Vendor
Shared Vs Dedicated
People Transition
Vendor Management
GDM – Everywhere & Proximity
Technical Transparency
Delivery Flexibility
EngagementFlexibility
Co-sourcing Control, Flexibility, Asset Right Cycle, Transparency
Pricing Flexibility
T&M
Fixed
Device Based
Bundled Vs Unbundled
Gain share
Copyright © 2014 HCL Technologies Limited | www.hcltech.com6
GLOBAL DELIVERY
Multi-tenant : SupportsMulti-service & clients
Scalable Multi-lingual CapabilityStandardized Delivery: Local Company with Global HCL standards
Follow the sun capability Culturally Diverse Proximity Advantage De Risks Security, Data Sensitivity and Regulatory Issues
WITH GLOBAL REACH TO MAKE DELIVERY RUGGED
Note: Only delivery centers. Does not include sales offices.
Copyright © 2014 HCL Technologies Limited | www.hcltech.com7
Accounts OpportunityValue ($Mn)
Incumbent Competition
NOKIAEnd to End Infrastructure
Services500+ IBM & HP IBM
PepsiCo Data Center Services 500 + HP IBM & HP
DisneyEnd to End Datacenter
Operations400+ IBM
HP, IBM, Cognizant
Deutsche BankEUC & Data Center
Services400+ Inhouse
Getronics, CSC, TCS
DNB Application &
Infrastructure Services400 + Every
TCS, EVRY, HP, CSC
UPM Total Outsourcing 300+ Atos&Inhouse Siemens, Atos
Novartis Data Center Services 300 + IBM Cap Gemini & IBM
HCL Infrastructure Services – Snapshot of Some Imp Wins
Copyright © 2014 HCL Technologies Limited | www.hcltech.com8
Need for Enterprise of Future
8
2
3
4
1
5
The Changing Consumer
The Changing Business Users
The Changing Commerce
The Changing Industry Structures
The Changing People Structures
Copyright © 2014 HCL Technologies Limited | www.hcltech.com9
Technology Convergence of IT & CT Enabling User Centricity
IT
Data Centric
• Command Execution• Transaction Processing• Structured Data• Document based Storage• Data Security• People Adapting to
Systems
ICT
User Centric
• Interaction & Collaboration• Session Handling• Unstructured Data• Content based Storage• User Privacy• Systems Catering to People
CT
Network Centric
• Realtime Communication• Mobility• Connectivity
Copyright © 2014 HCL Technologies Limited | www.hcltech.com10
THE ELEPHANT IN THE ROOM
SELLER BUYERAgenciesAdvertisingKPO’s
CIO – Technology Led Buy
CMO – MarketingTechnology Companies
CTO – Platform Led Buy
SMAC
CDO - Capabilities Buy
Transformation
CEO – Enterprise Wide Buy
Platform Enablement
Copyright © 2014 HCL Technologies Limited | www.hcltech.com11
BUSINESS VALUE CHAINS MADE POSSIBLE THROUGH TECH DISRUPTIONS
Asset
Service
User
Function
Value Chain
Disruption
IIOT and CIOT
Next Generation Operating Model
Digitalization
Culture
Gen 3
Value Chain
Value Chain
Value Chain
Copyright © 2014 HCL Technologies Limited | www.hcltech.com12
Software defined anything
Wearable computing
DevOps
Cloud Orchestration & SIAM
Mobile device diversity & management
IoT
Technology Trends: 2015-2017
DISRUPTERS
ENABLERS
Digital Engagement
Top OEM Players/Providers
S-Social, M-Mobility, A-Analytics, C-Cloud (Multi-Vendor)
Security & GRC
Copyright © 2014 HCL Technologies Limited | www.hcltech.com13
DISRUPTION THAT IS AFFECTING THE EXISTING OPERATING MODEL
Convergence of Skillsets (System Programmer vs. Application Programmer)
System Admins who can script/code are taking Center stage – DevOps Engineers.
Converged Infrastructure Engineers are taking control of complete Infrastructure– SDDC Aware Virtualization/Network/Storage Administrators.
Developers who are Infrastructure Aware – Infrastructure as Code (Platform Developers) are enabling automation and contributing to environment management of SDDC.
Service Management vs. Technology Management Service Integration Driven Process Orchestration is taking
place across the Hybrid Environment. Focus is on having Catalog/Portfolio based Outcomes rather
than Technology Capability Delivery. Operations Integration Layer is emerging that combines
Service Desk & Command Center. Software Asset Management is becoming a Vantage point. Security, Risk and Compliance are aiding in horizontal
alignment of value chain across the enterprise.
Automated Operations – DevOps to NO Ops Predictive Analytics and Assisted Diagnostics is getting
mainstream Application Intelligence and Machine Learning are enabling
new dimensions in IT Operations delivery. Automated Actions based on Self Learning Knowledge
Database
Copyright © 2014 HCL Technologies Limited | www.hcltech.com14
What is Changing with the New Target Operating Model
FROM TO
Plan & Build Consume & Configure
Run following Build Continuous Integrated Run
Agile Development Agile Operations
Full Functionality at Day 1 Minimum Viable Product
Gather All Requirements First Iterative Evolution
Asset Centric Service & User Centric
Project Lifecycle Release Lifecycle
People Adapting to Systems Systems Adapting to People
Efficiency Centric Effectiveness Centric
Quality of Service Quality of Experience
Design for Availability Design for Failures
Copyright © 2014 HCL Technologies Limited | www.hcltech.com15
Copyright © 2014 HCL Technologies Limited | www.hcltech.com16
Recruitment Priorities – Infrastructure Services
Business Productivity
Services
Unified Communications
Enterprise Platform Services
Enterprise Infrastructure Services
High Volume
Servicedesk L1 Analyst
Cisco Unified Communications
Oracle Fusion Middleware admins
Windows/VMWare/Hyper-V/Converged technologies (v-Block)/ Active Directory, SCCM
Citrix XenAppAvaya Unified Communications
SAP Basis Oracle, MS SQL
Microsoft SCCM .NET App Admins Linux, AIX, Solaris
Microsoft Exchange
Production SupportEMC, Hitachi, Comvault, Netbackup
Microsoft LyncOracle, MS SQL
Network load balancers
Niche Skills
Mobility Device Management (MobileIron, Airwatch, XenMobile)
Cisco Contact Center
Open Source App Servers
Engineered Systems (Exadata), iBM PureFlex
Citrix VDIAvaya Contact Center
Open Source DatabaseMac OS, Tru 64, VMS, Shell/Perl Scripting, HP-UX
SharePoint Video Services Webmasters Networker, HP DP
Social ITInformix, Teradata, Sybase, DB2,
AS400/Mainframe,, CDN, OS Encapsulation
Lync Enterprise Voice
SDN and SDDC across vmware and microsoft
Copyright © 2014 HCL Technologies Limited | www.hcltech.com17
Recruitment Priorities – CFS
Automation and Cloud
BSM & ITSM Platform Process Consulting IT Architecture
High Volume
Cloud IaaS Administrators
Admin skills EMS tools - CA and BMC tools
ITSM Process AnalystsTechnical Architects - Single Domain
Cloud PaaS Administrators
Remedy administration skills
ITSM Process Managers Solutions Architect – Data Center
.NET Developers skills for reporting team
Solutions Architect – EUC/Workplace
ServiceNow Admins
Niche Skills
Chef & Puppet
CA Nimsoft, CA Spectrum/eHealth, BMC BPPM, Nagios/Zenoss/Zabbix, OPNET
ITSM Consulting – Process Enterprise Solutions Architect – Infrastructure
Amazon Web Services & Azure
ServiceNow/CA NSD/RemedyForce developers/implementers
ITSM Functional Consultant (Process + tools exposure)
Enterprise Solutions Architect - Security
Run Book Automation
CA Nolio, BMC Bladelogic, BMC RBA, CA ITPAM
LEAN consultantsSolutions Architect – Collaboration
Big Data AnalyticsMicrosoft Systems Center & Microsoft Private Cloud
DevOps SDLC Process Consultants
Solutions Architect – App Platforms
OpenStack / CloudStack
Splunk Admins and Developers
Copyright © 2014 HCL Technologies Limited | www.hcltech.com18
Recruitment Priorities – Security & GRC
Information Security Services
Information Security
Consulting
Identity & Access
Management
BCP / DR GRC
High Volume
Multiple Firewall - Cisco, Checkpoint, Juniper
Vulnerability Management Which includes - Qualys, Symantec, MacAfee.
Privilege Identity Management
DR Coordinators - Having recovery planning and coordination expertise including good Communication and Documentation skills.
Information Security Risk & Compliance professionals
Anti Virus - McAfee, Symantec, Trend (for Virtual Systems)
Information Security Management/Consulting - ISO 27001, NIST, Policy Compliance, DLP Consulting.
Access Governance
IT Risk & Audit professionals
Remote Access - Cisco, Juniper, Microsoft Direct Access (along with its CA)
Identity Management
Professionals with regulatory compliance knowledge of SOX, Data Privacy, HIPAA, FDA, PCI-DSS
ThreaT Management - IPS Cisco, ISS Proventia
Access Management
SIEM – ArcsightStrong Authentication
Copyright © 2014 HCL Technologies Limited | www.hcltech.com19
Recruitment Priorities – Security & GRC
Information Security Services
Information Security
Consulting
Identity & Access
ManagementBCP / DR GRC
Niche Skills
Security Architect/Service Line Manager, Firewall - Palo Alto
Forensic Analysis Skills like Encase, Mandiant.
Oracle 11G R2 Identity & Access Management
DR Technical Expert - having fairly good Technical solution knowledge of all IT technologies specially replication and recovery solution architecture knowledge and documentation Skills.
Enterprise Risk Management Professionals (vertical specific such as BFSI etc.)
Multiple SIEM - Nitro, Q Radar, RSA Security Analytics
Web Application Firewall like F5, Radware.
SailPoint, CA Access Governance
DR Management Expert - having thorough knowledge of DR Management Governance, processes and planning including Communication, Invocation, DR Plan management, ITSM processes, documentation skills.
IT Governance
Threat Management --- IPS Tipping point, McAfee ; Firewall Assurance tools - Skybox,Tufin, Algosec
Application Security Consulting and Testing like PT, Code Review. Secure SDLC Design.
IBM Tivoli Identity & Access Management
Business Continuity Planner - having thorough knowledge of Business Continuity Planning involving BIA, Risk Management, Communication Strategy, BC Plan management.
GRC Platform Consultants (RSA-Archer, MetricStream, Openpages, Agiliance)
Database Firewalls – Oracle/SecureSphere; Network Admission Control – Forescout, Cisco
Data base Security - Imperva, Guardium, Sentrigo.
CyberArk Privilege Identity Manager
Banking Operational Risk Management Professionals.
DLP – Websense, RSA, Symantec
Novell Identity & Access Management