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Who we are and what we can do for YOU.

Who we are and what we can do for YOU. Introduction. Today, modern organizations typically spend between 40% to 60% of their IT budgets on operational support, keeping existing systems running efficiently, ideally to appropriate service level commitments or SLAs.

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Who we are and what we can do for YOU.

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  1. Who we are and what we can do for YOU.

  2. Introduction Today, modern organizations typically spend between 40% to 60% of their IT budgets on operational support, keeping existing systems running efficiently, ideally to appropriate service level commitments or SLAs. Arcadia has been founded to address this space by a number of industry leading application support specialists that used to run custom application support for Microsoft, Avanade and JP Morgan. In combination with its Strategic Partner IPsoft, rated #1 by the Gartner Group for Remote Infrastructure Support, which they provide to over 500 of the Global 2000 largest companies, Arcadia offers end to end SLAs with financial penalties for non-compliance, saving customers an average 30% or more on IT Operational Support costs, reductions of up to 50% in incidents over time, significant improvements in IT stability, and the flexibility to easily deploy new technology seamlessly. In contrast to some of our competitors, we achieve these results through the use of autonomic expert systems that do the work of support engineers, rather than traditional outsourcing.

  3. What IPsoft does IPsoft is the recognized global market leader in IT Infrastructure Management. For the past 13 years, they have built and refined an autonomic platform of interconnected expert systems that monitor IT infrastructure and standard systems, and largely do the work previously done by support engineers. The system is the most advanced of its kind in the world, and escalates incidents it cannot automatically solve to real engineers, then learns the solutions to be able to automatically handle any reoccurrences. It is this focus on having systems automatically do the work that helps IPsoft generate the substantial average savings by their customers, not to mention the improvements in stability, speed of resolution, and reduction in incident counts. Almost all of IPsoft’s competitors arbitrage labor costs, rather than use systems, which is a fundamentally different approach, and anyone doing the same systemic approach has to catch up with the 13 years of continuous systems refinement already in place. Gartner Group estimates that IPsoft is a least 5 years ahead of all of its competitors in this space.

  4. What Arcadia does Arcadia Support Group was founded by the Team that pioneered Internet application support as a formal independent function at Microsoft from 1995-2005, and which was later released as Microsoft Operations Framework, or MOF. We developed the methodologies and techniques for building Operations teams that could take custom Applications developed by others, reverse-engineer them if necessary, document them, and support them to business defined and driven SLAs. Arcadia was founded specifically to address the other half of the IT Operations problem, how to support the non-standard, custom applications that IPsoft doesn’t already have the answers for, because they are unique to every customer. Working seamlessly with IPsoft, leveraging the same autonomic toolsets, as well as several additional ones specific to the custom application landscape, Arcadia offers the customers end-to-end SLAs for running IT Operations, Applications and Infrastructure, objectively monitored in realtime and with financial penalties for non-compliance. We provide world-class stability, transparency and performance in IT Operations, so CIOs can focus on leadership, strategy, and where to add value for their businesses instead of fighting fires.

  5. How we differentiate: Traditional IT Support Stack IT Support Stack FTE Requirement Leadership & Governance Level 3 Technology Specialists Network & Communications Application Database Messaging Storage Platform Level 2 Vendor Management Change Management Level 1 Service & Support Specialists Problem & Incident Management Service Desk

  6. Transforming IT Support Through Autonomics IT Support Stack FTE Requirement Leadership & Governance Level 3 Fewer Technology Specialists Autonomic Assistance at Level 2/3 Network & Communications Application Database Messaging Storage Platform Level 2 Full Autonomic Support at Level 1 Autonomic Support Level 1

  7. Our Approach • Assessment - We begin by assessing the ICT Operations of our client holistically, to determine the relative maturity and stability, and developing the business case for the improved service levels and cost savings that can be achieved. The output of the Assessment will be a set of proposals to actually fix ICT Operations. • Stabilization and transition – Depending on the results of the Assessment, we will bring together a combination of local resources, international experts, and strategic partners to address any serious pain points or bottlenecks identified, then implement the new models, moving to improve the effectiveness and efficiency of the support delivery. • Ongoing ICT Operations – In combination with the client’s local resources, we will enable a seamless, streamlined, ITIL standards-based, IT Operations delivery. This should provide three major benefits: • Cost effectiveness and potential savings • Significantly improved Service Levels and transparency, with financial penalties for non-compliance • The flexibility to change rapidly to adopt new technologies without incurring large costs

  8. Advantages inherent in the Hybrid Approach • Local Presence backed by Global Capability – In all phases, we marry the accountability and detailed client knowledge with our world-class 24x7 coverage and expertise to deliver. Where it makes sense we will leverage our deep experience and expert systems, or develop and train local resources to hit the required Service Levels. Each solution is tailored to the specific and unique needs of the client. • Flexibility– Backing the local support resources with the resources of the global organizations behind them allows on-demand ramping up and down of resources to meet changing needs, almost in real-time. • Accountability and Transparency – Once the new model is in place, it will be backed by Service Levels with financial penalties for non-compliance, and detailed, objective tracking mechanisms, allowing the Client’s management to really understand what is happening in service delivery. • Strategic positioning for the future – Once we have stabilized any operational problems, and transitioned operations with the right service levels and right mix of global and local resources, new IT implementations, such as cloud migrations become much easier, opening up the possibility to really innovate and achieve much more with ICT. We have the resources to help in this space as well, but we believe in laying the right foundation first.

  9. Case Study - Rompetrol We undertook a similar project approach for Rompetrol, one of the largest oil and gas companies in Romania, and a wholly owned subsidiary of KazMunaiGas. Over the course of 4 months, we: • Created an internal IT department, and helped them recruit 27 headcount to manage the IT function, which had been completely outsourced to a single-source vendor. • Built and trained a team of 40 resources to handle the required local onsite support • Transitioned the network, server, operating systems and database management. • Transitioned 90 mission critical applications to our management and support, in spite of receiving no documentation or transition support from the incumbent vendor, including SAP and Oracle EBS for multiple modules and business entities. • Negotiated and went live with formal SLAs, after the applications had been documented and stabilized. Now that the basic ICT Operations are under control, we have begun, with other Strategic Partners, to analyze how to improve the cost benefits and revenue recognition of Rompetrol’s SAP system… rendered much easier by the increase in control and transparency.

  10. Other reference Customers and Partners Sample Customers Partners & Service Providers Millions of critical IT devices under management

  11. What do we support

  12. What are our key benefits

  13. Technical Overview of autonomics IPcenter Service / SOA Bus WAN / VPN IPmon Customer Infrastructure F F IPmon FW FW IPautomataExecutioner IPautomataMatcher IPimtickets Manual Ticket Entry Automated Problem Ticket Generation IPpmProblem Mgt IPautomataStore IPcmdb IPkm Manual Problem Ticket Generation Qualified Engineer Virtual Engineer Root Cause Analysis IPautomataDesigner IPmanager IPpc Skill Based Routing CSI Engineer Qualified Engineer

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