8. Definition of major work items in IMS
An event is a change of state that has significance for the management of a
configuration item or IT service
An incident is an unplanned interruption to an IT service, or a reduction in the
quality of an IT service
A problem is a cause of one or more incidents
A change is an event that results in a new status of one or more configuration
item (CIs)
A service request is a request from a user for information or advice, or for a
standard change, or for access to an IT service.
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9. Standards and Certifications applicable to IMS
• ITIL - IT Infrastructure Library provides a framework of Best Practice guidance
for IT Service Management and ITIL has grown to become the most widely
accepted approach to IT Service Management in the world. ITIL certifications
are accredited for individuals and service platforms
• COBIT - Control Objectives for Information and Related Technology is a
framework for information technology management and governance
• MOF / Core IO – Microsoft’s practical guidance for everyday IT practices and
activities, helping users establish and implement reliable, cost-effective IT
services
• ISO/IEC 20000-1:2011 is a service management system (SMS) standard,
reflecting the best practices contained in ITIL, MOF & COBIT. Mindtree’s IMS
is certified for ISO/IEC 20000-1:2011
• ISO/IEC 27001 is the best-known standard for an information security
management system (ISMS). Mindtree’s IMS is certified for ISO/IEC 27001
9
10. Definitions of Key Service Levels
• TTR – Time taken to resolve an incident
• MTTR – Mean time to repair, it should be lesser
• MTBF – Mean time between failures
• TTM – Time taken to mitigate an incident
• FTM – First touch mitigation, tickets resolved by the first assigned engineer.
Also called first call resolution (FCR)
• Availability - Measured for a service, system or an application in %. (Example
- 99.9x%)
• RCA – Root cause analysis
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15. IMS Pricing Models
15
T&M
Rate
card
Price based on
deployment of
engineers on time and
material basis
Fixed
monthly
price
Fixed price for a given
volume of work and
defined deliverables
Price
per unit
• Pricing per managed
unit (Server,
Desktop, User)
• Pricing per ticket
(Incident / request)
• Pricing can also be
devised based on
measurable business
output
17. IMS Delivery Models
17
1. Managed Services
delivered by
dedicated team
2. Mindtree and / or
customer locations 1
1. Managed Services
delivered by hybrid
(dedicated & shared)
team
2. Mindtree and / or
customer locations
4 1. Engineers deployed
on a time and
material (T&M)
model
2. Mindtree and / or
customer locations
3
1. Managed Services
delivered by
shared team
2. Mindtree locations
2
20. Service Continuity with multiple Delivery Centers
IMS Shared Services & Dedicated
Services rendered from both Bangalore
& Chennai Delivery Centers to deliver
service continuity in the event of
disaster in either of this location
Services are rendered from dedicated
ODCs in Chennai & Bangalore with
redundant connectivity to client location
Services are rendered from dedicated
OFs in Hyderabad & Pune with
redundant connectivity to IDC.
20
• Successfully demonstrated seamless
operations during “neelam storm”, “telangana
strikes”, “power outage / storm” in US
• Service continuity tested periodically
21. Flexible shift coverage to meet different time zones
Operating 18+ shifts to suit different customer
needs
Sufficient overlap between the shifts for seamless
handover across individuals/team
Successfully delivering multiple combinations
across locations
21
• 12.00 to 21.30
• 04.00 to 13.30
• 05.00 to 14.30
• 06.00 to 15.30
• 07.00 to 16.30
• 07.30 to 17.00
• 10.00 to 19.30
• 11.00 to 20.30
• 12.00 to 21.30
• 13.00 to 22.30
• 14.00 to 23.30
• 15.00 to 00.30
• 17.00 to 02.30
• 18.00 to 03.30
• 19.00 to 04.30
• 21.00 to 06.30
• 21.30 to 07.00
• 22.00 to 07.30
Typical Shift Options (IST)
22. India | USA | UK | Germany | Sweden | Belgium | France | Switzerland | UAE | Singapore | Australia | Japan | China