Why TISA robust infrastructure system that can sustain diverse operations across geographies is one of the cornerstones of any successful business. Further, the many and rapid changes in technological innovations are constantly creating a need for businesses to seek smart, innovative and strategic solutions for their infrastructure.
A reliable partner, offering the entire gamut of infrastructure services, TIS has in depth knowledge, and continues to work on research towards innovative solutions through its Center of Excellence. Backed by creditable experience and successful projects across the globe, TIS has also forged strategic alliances with leading technology vendors, and has developed robust processes and a rigorous delivery mechanism to address infrastructure issues.
Technology Partners
TIS has developed strategic alliances with some of the leading service companies and technology leaders across the globe to deliver a comprehensive solution to address the entire gamut of IT challenges.
These alliances address the gaps in the service portfolio, such as deskside services, hosting, multilingual help desk, DR, etc. Currently, TIS leverages on the strength and network coverage of service partners across the globe to address deskside and desktop services, hosting and DR and Telco (WAN links) services. TIS also works closely with leading technology vendors in the product space including Cisco, Sun, IBM, Microsoft, HP, BMC Software, CA and Oracle.
Alliances in the Managed Services Space
| Deskside Support |
Hosting / DR / BCP |
Multilingual Helpdesk |
| Unisys |
Sungard Availability Services |
Unisys |
| Compucom |
AT&T |
Compucom |
| Phoenix |
SingTel |
Phoenix |
| SCC |
Reliance |
SCC |
| BancTec |
|
Aravato |
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Delivery
Steady increase in the number of large multi-location engagements has entailed increasing involvement for service delivery. Towards this, TIS has set up an alliance team for managing the partners; the latter will address:
- Setting up the governance model with respect to service delivery
- Partner performance review
- Conducting customer satisfaction surveys
- Introducing process improvements
- Identifying potential business opportunities
The governance model is 3-tier architecture that involves multiple teams in customer organizations at various levels, right from CTO to Operations Manager. The other key initiative that Wipro has taken with the partner organization is building interface to link Wipro and partner organization ‘incident management’ systems. This interface enables rapid and accurate exchange of information between Wipro service desk agents in India and partner organization field support technicians around the world.
Wipro has an established and well-distributed delivery model from California (USA), Reading (UK), Bangalore, Pune, Chennai and Hyderabad (India). The company continues to focus on its expansion mode; Wipro is focused on expanding in America, Europe and Asia-Pacific.
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Certifications
- World’s first ISO 20000 certification
- BS7799 certification
- World’s first SEI-CMM software services organization
- World’s first CMMI and SEI-PCMM certified organization
Quality and productivity have always been essential to Wipro. The company was the first in the world to be ISO 20000 certified and is also BS7799 certified. In addition, Wipro has more than 380 ITIL Foundation certified professionals, 13 ITIL Masters with 20 years of industry experience.
The Infrastructure Services business works on ISO 20000 standards as the base process framework for compliance. Wipro is also the world’s first BS15000 certified company for the Global Command Center (GCC) - a specialized operations center for delivery of Remote Infrastructure Management Services to its global customers. This certification defines an integrated set of management processes, enabling effective delivery of services to the business and its customers.
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Process
Six Sigma and Lean methodologies have been a part of Wipro’s success in quality for several years now. Currently, there are 320 certified Black Belt professionals and 50 certified Lean facilitators. TIS in particular has undertaken several Six Sigma and Lean projects for Infrastructure Services. Wipro has Software Quality Assurance aligned with various customer accounts too; these Software Quality Assurance have or will undergo Lean Leader and Six Sigma Black Belt certifications.
Project Butterfly was Wipro’s initiative to define the TIS Quality Management System and as a conclusion to these efforts, TIS earned the ISO 20000 certification.
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People
Wipro comprises highly qualified engineers who are equipped with advanced certifications and extensive real-world corporate experience. Wipro has also set up a TIS Academy (TISA), which is aimed at enhancing infrastructure management capability, by training fresh graduates from campus; the graduates undergo a focused and structured training program and are also exposed to live projects that help them gain the technical and business skills required for the infrastructure business in particular.
The TIS team is a fine blend of skilled technical engineers, consultants, specialists and experienced managers; the team, committed to excellence, works in perfect synchronization. The competent team is balanced to address technical as well as business challenges and works towards excellence.
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Center of Excellence
The core competence of Wipro stems from its Center of Excellence (CoE) established for various service areas and technologies. With substantial investments on conducting research and development on emerging technologies, creating a repository of industry’s best practices, CoEs evaluate new products, best practices and also train and develop necessary skills.
Leveraging this comprehensive knowledge repository, TIS delivers high quality services rapidly towards building and managing the IT infrastructure. Further, testing and simulation on the latest technologies enhances the skills of our engineers.
The CoE dedicated to IT infrastructure works on various processes, technologies and tools.
| Technologies |
Tools |
| Server and platform technologies |
TeamQuest |
| Enterprise management systems |
Webload |
| Microsoft technologies |
Aleita's DMW |
| IT infrastructure security |
ADMT |
| Networking |
Radmin |
| Thin-client solutions |
SMS |
| Directory services |
Checkpoint Firewall |
| Messaging |
RealSecure IDS |
| Stress testing |
MS -Exchange |
| |
Lotus Notes |
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Security
Wipro lays a great deal of emphasis on physical and virtual security. The physical security infrastructure is well-heeled with a layered security blanket that includes background verifications, non-disclosure agreements, client specific agreements and an employee sign-off on security policies. Workplace access is controlled electronically, provided only on a need basis as per the Access Control Matrix.
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