Marlabs Capabilities Overview: Infrastructure Services

Marlabs Capabilities Overview
Infrastructure Services
© 2016, Marlabs - Confidential
Contact@marlabs.com
+1 (732) 694 100
www.marlabs.com

2
• Founded in 1996
• 2100+ employees
• Consistent year-on-year revenue growth
• 100+ blue-chip clients across multiple verticals
• IP driven global consulting and software services
• Headquarters in Piscataway, NJ – USA
• Global delivery headquarters in Bangalore, India
• CMMI Level 5 and ISO/IEC 27001: 2013 certified
Marlabs Snapshot
2
Global Locations
Strategic PartnershipsAwards and Recognition Verticals Serviced
Overview
35%
22%
9%
23%
11%
Banking, Finance,
Insurance
Media &
Education
Transportation &
Logistics
Healthcare & Life
Sciences
Retail & Others

3
Global presence to drive speed and value
Key locations
Marlabs Corporate HQ: One Corporate Place South, Piscataway NJ
• Global Data Center
• Network Operations Center
• Sales, Acct. Management & Operations Support
• Onshore Development Center
Marlabs North American Training Facility Broadhead Road, Bethlehem, PA
• Global Training Facility
• Multi-Discipline Center of Excellence
• Onshore Development Center
• DR Data Center
Global Development Center BWTC, Bangalore, India
• Global Development Center
• Multi Discipline Center of Excellence
• Asia-Pacific Data Center
• Network Operations Center
Global Development & Training Center Udayaravi Road, Mysore, India
• Global IV&V Center and CoE
• Asia-Pacific Training Facility
Global Development Center & CoE Infopark, Kochi, India
• Centers of Excellence

4
Partners in our success
Customers
Media & Education
Banking, Financial Services,
Insurance
Healthcare & Life Sciences
Logistics & Hospitality Retail & others

6
The expertise driving our solutions and services
Centers of Excellence
• Improve legacy and proprietary
Integration with current
solutions/software
• Positive impact on usability and
architecture decisions among project
teams
• Increase overall user adoption
• Implement the best practices for the
development of solutions
• Promote cross-platform flexibility
• Rapid scale up for project
requirements
Marlabs Centers of Excellence (CoE)
Primary objectives
Industrialized assets
and methods
Innovation
Architecture based on
cost/benefit analysis
Skills and Resources Alliance ecosystem
Microsoft
Java/ Open
Source
Digital Asset
Management
(DAM)
Testing
DW/BI &
Analytics
Mobile
Infrastructure,
Security & Cloud
UI/UX ERP/ CRM

7
Client Project
Stakeholders
Customer Centric Blended Model
Client Engagement
Client Executive
Sponsor
Client Program
Manager
Client Project
Manager
Client
SME’s
IT &
Infrastructure
Marlabs
Executive
Sponsor
Marlabs Account
Manager
Business Analyst/
Lead Developer
Technical
Architect
IT &
Infrastructure
Programmer/
Analysts
Quality
Assurance
IT &
Infrastructure
Client Team Marlabs On-Site/Off-Site Team Marlabs Off-Shore Team
• Strong Transition Mgmt.
• Peer to Peer Communication
• Defined Escalation Process
Steering
• Business Alignment
• Work Prioritization
• Metrics Monitoring
Project
Management
Requirements/
Deliverables
Task Monitoring
& Control
Project Status
Issue Management
Work
Packages
Technical Specs
Project Lead /
Manager
Project Lead /
Manager

Center Of Excellence - Objectives

9
Comprehensive support of your environment
• Application hosting services
• Enterprise Monitoring Services
• IT Service Desk
• Network Services
• Server Management
• DR Services
• Sysadmin Services
• DBA Services
• Managed Email Services
• Virtualization Optimization Services
• DevOps Services
• Infra consolidation Services
• Network Assessment &Transformation
• Unified Communication Solutions
• Application migration to Cloud
• Managed Cloud Services
• Hybrid Cloud Implementation
• Private Cloud implementation
• Cloud based DR
• Microsoft Office 365 Services
Managed IT Services
Infrastructure Consulting
Services
Cloud Services
SLAs:
Availability SLA
Response SLA
Resolution SLA
Tech Platforms:
Windows, IBM (AIX),
Oracle, Solaris, Linux,
VMware, Xen, Parallels,
MS Hyper –V, Citrix
Tools:
Tivoli, BMC Patrol,
Nagios,
Solarwinds, MRTG,
Symantec, Veeam ,
Operations Manager ,
SCCM, WSUS
Solution
Accelerators:
OneConsole Platform
CMAT
Partner Leverage:
Microsoft Gold Partner
VMware Solution
Provider
Oracle Gold Partner
IBM Business Partner
AWS Advanced
Consulting Partner

10
World class, distributed infrastructure
Global Command
Center
PA Data Center
NJ Data Center
Bangalore Data
Center

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World Class, Distributed, Redundant & Secure
Our Infrastructure
• State of the art SSAE Type II Compliant Data Centers
• Highly secure with two factor authentication
• UPS power and redundant generator backup
• ISO 27001 compliant information security practices
• FM200 fire suppression systems for complete protection
• Disaster recovery data center for high availability and failover
• Multisite Network Operations Center (NOC) for monitoring and
management
• Redundant service providers for guaranteed network uptime:
• AT&T, Optimum Light Path, Verizon, Sprint
• Network based intrusion prevention systems for maximum security
• 99.99% uptime of data center infrastructure
• 24x7 monitoring and management
• Guaranteed reliability with Service Level Agreements (SLAs)
• Scalable for dedicated and virtual environments
• Secure data center with restricted access based on electronic
access control and finger print recognition
• ITIL V3 Compliant L1, L2 & L3 Helpdesk staffed 24X7 for Infrastructure and Application
Support.

12
Network Operations Center
Application
Monitoring
Infrastructure
Monitoring
Network
Monitoring
Security
Monitoring Incident/Event
Management
Change/Releas
e Management
Patch
Management
Fully
Redundant
Network
Operations
Center
Metrics and
Reporting
Client Inputs and Requests

13
OneConsole™ – Unified Service & Operations
Management Platform

14
OneConsole™
OneConsole™ is a unified service and operations management Platform providing single pane of
glass for Enterprises to provision, monitor, Secure and govern IT services on-premise or in cloud.
NextGen Features enables seamless consumption of IT Services

15
Cyber
Security
Operations
Center
Holistic
Intelligence
Network
Surveillance -
NIKSUN
Vulnerability
Assessment
Log Collection
Correlation
and Analysis
Security
Device
Management
Security
Incident Plan
Development
Cyber Security
Incident
Management
Cyber Threat Management Service
Service Portfolio

16
Managed Services Team
L1 – Monitor, Ticket, Triage
L3 – Specialized Domain Based
Support
L2 - Workgroup Based
Support

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Engagement Model
 Business critical and
 customized services
 Technology, environment
 complexity
 Time critical projects
 Audit requirements and
control
Business Drivers
Dedicated Services Shared Services Hybrid Services
 Standardized tasks
 Cost efficiencies
 Optimal resource
utilization
 Flexibility and scalability
 24x7 coverage
Business Drivers
 Mix of complex and
standardized tasks
 Dedicated resources for
some services
 Flexibility and scalability
Business Drivers
L1
L2
L3
L1
L2
L3
L1
L2
L3

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Solution Overview
Support Process
USERS
Phone
Email
Chat
Co-browse
Service Desk (L1)
Level 2 Support
L3 Support
Incident
Management
system
Knowledge
Base
One Console
Service Dashboard
Service Delivery Service Management
Service
Management
Engagement
Governance
Quality
Process CSAT
COE
Continuous
Service
Improvemen
t

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Incident Management Process
Issues
Prioritization
and Allocation
of Work
Call Closure
Status update back to
requestor through email or via
ticketing system
Client Team will handle
application related issues and
will act as L3 for critical issues
Client Team
Marlabs team provides L2
Support (24x7)
Marlabs Team
Tickets
Marlabs L1
Support
Team (24x7)
Tickets being raised to Support Team
Calls
Database
Logging/Updating
Resolution in
Ticketing System
SLA reports
Alerts
Ticket Triaging and Fault Isolation
Delivery Assurance
• SLA based services
• ITIL based service delivery
process
• Metrics and Reporting
• Service Improvement
initiatives.

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Indicative SLA & Status Reviews
Priority Priority Definition Response Target
Resolution
Objective
SLA Adherence (%)
Critical Emergency situation with severe business impact 15 minutes 4 hours 95
High
Incidents that affect business and users but can continue with reduced
functionality
30 minutes 6 hours 95
Medium
Incidents that affect only few users performing standard business
operations
1 hour 1 business day 95
Low Incident with low impact on the business and only affect specific users 2 hours 2 business days 95
Review Period Focus Areas
Daily Operations Review
 Major incidents, critical updates, status updates
 Emergency change planned for next 24 hrs.
Weekly Review
 Accomplishments review, Major issues / Highlights
 Performance metrics - # of Incidents resolved, Response, Resolution SLA Adherence
 Weekly call volume reports
 Review of planned maintenance activities
Monthly Engagement Review
 Monthly PMR Review
 Major Activities & Accomplishments
 Release Management
 SWOT Analysis
Quarterly Review
 SLA Adherence Review
 Continuous Service Improvement Plan reviews
 Overall Project Performance reviews

21
Value & Benefits
“Always On” 24x7
Operations
Support Across the
Stack
Internal Team
Available for Other
Priorities
Proactive
Approach
Prevent and Avoid
Predictable ITIL
Based Processes
Targeted
Service Levels
Visibility via
Metrics & Reports
Security &
Performance
Customer
Satisfaction

23
 Leading educational institution providing Professional and Academic education
through Online and Campus based university.
 Improved application availability (24x7)
 Optimized support model reducing total cost of ownership.
 SLA based support services
 Real-time managed services dashboards.
Client
Profile
Business
Driver
Scope of
Services
Solution
Highlights
Client
Benefits
Managing Private Cloud for Arlington County, VA
 24x7 Level 2 SQL DBA & Linux Systems administration
 SLA Based support services
 Managed Cloud services support in Amazon Webservices.
 Improve availability SLAs of key online product solutions
 Scalable & Reliable support to support business operations.
24x7 DBA & System Administration Support

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 Leading Life Sciences company providing high technology services for scientific research
for pharmaceuticals , healthcare institutions and government
 Increased Customer Satisfaction Index to 9.03% within 3 months
 Scalable GSD operations aligned to company’s global footprint.
 24x7 Global Service desk support
 Single point of contact for Global IT Support teams
 Handling 13000 tickets and 2000 calls in a month supporting
9000 users across 35 countries.
Client
Profile
Business
Driver
Scope of
Services
Solution
Highlights
Client
Benefits
 Service desk support for 9000 customers across 35 countries.
 Level0, Level 1 and Level 2 End user computing support
 SAP Application support
 White Glove Support for VIP customers.
 Standardize Service desk and End user computing support
globally across various geographies
 Scalable & Reliable support to support business operations.
24x7 Service Desk/Help desk Support for Life Sciences & Bio-Technology

25
 Largest independent airline catering , hospitality and logistics company providing
packaged food services , cabin services for the aviation industry
 Single point of accountability as the service integration partner for Oracle DBA and SAP
application Support
 Improved application availability
 24X 7 Global Command Center support for DBA operations
 Metrics driven service levels
 L1 monitoring leveraging OEM
 24x7 dedicated Oracle DBA team supporting 50+ databases
 Oracle DBA support for 9i, 10g rac , 11g databases
Client
Profile
Business
Driver
Scope of
Services
Solution
Highlights
Client
Benefits
 24x7 L1 monitoring support for Oracle databases
 Level 2 Oracle DBA support for on-premise and EC2
 SAP application Support
 Increase application availability
 24x7 operations to cater 250 airlines in the globe
 Scalable operations support to cater 9700 flights a day
24x7 Database Administration for Logistics Provider

26
 Leading educational institution providing Academic education through Online
and Campus based university
 Optimized support model reducing total cost of ownership
 SLA based support services
 Real-time managed services dashboards.
Client
Profile
Business
Driver
Scope of
Services
Solution
Highlights
Client
Benefits
 Linux Administration support
 SLA Based support services
 Scalable & Reliable support to support business operations
Systems Administration Services for University

27
 Leading therapeutic company with drugs related to cancer treatments
 Single point of accountability as the IT partner
 Improved application availability.
 Implementation of Cisco based network
 vSphere 5 virtualized datacenter environment
 Integration of Active directory between Europe & North
America region.
Client
Profile
Business
Driver
Scope of
Services
Solution
Highlights
Client
Benefits
 Network Design & Implementation
 Datacenter consolidation
 Exchange 2010 Upgrade.
 Implement a secure & scalable network
 Reduce datacenter physical footprint
 Scalable & Reliable infrastructure to support business
operations
 Integration of Europe & North America operations.
Datacenter Consolidation & Optimization for Pharma & Life Sciences

28
 Comprehensive human services agency that delivers foster care programs, group
homes, and outpatient mental health clinics directly to individuals and families
 Lower IT costs
 Increase business flexibility.
 Company-wide solution for Windows and Apple systems
 Savings on CAL costs by migrating to Apple email platform.
 Bi-directional data synchronization between primary , DR and
satellite offices using unique Marlabs framework
 Parallels based private cloud
 Apple X serve management & support
 Windows to Mac migration.
Client
Profile
Business
Driver
Scope of
Services
Solution
Highlights
Client
Benefits
 Securely host website, applications and email services
 24x7 infrastructure and application monitoring
 Remote infrastructure administration for satellite offices
 Disaster recovery & business continuity.
End User Computing Support for Human Services Agency

29
 Local government committed to providing online services for its
citizens.
 Single point of accountability as the service integration partner for IT infrastructure
services and application management
 Accelerated transition without affecting service delivery.
 24X 7 Global Command Center
 Metrics driven service levels
 99.99% uptime
 Virtualized platform using VMware
 SQL Server 2005 clustering
 Google search appliance for faster search capabilities.
Client
Profile
Business
Driver
Scope of
Services
Solution
Highlights
Client
Benefits
 Secure private cloud for web and content management
services
 Windows server management, backup and recovery
 24x7 infrastructure and application monitoring
 Remote DBA services
 Disaster recovery & business continuity.
 Reduce total infrastructure costs
 Increase business agility
 Raise application availability.
Managing Private Cloud for State Government

30
 Self regulatory body that independently assigns ratings , enforces advertisement
guidelines and ensures responsible online privacy practices for the interactive
entertainment software industry.
 Combine advantages of enterprise class public cloud
infrastructure with personalized managed services.
 Increased governance in Amazon environment
 Extended ITIL based internal processes to public cloud.
 24X 7 Global Command Center
 Customized infrastructure services for EC2.
Client
Profile
Business
Driver
Scope of
Services
Solution
Highlights
Client
Benefits
 Disaster recovery & business continuity for in-house data centre
 Linux server administration services
 24x7 infrastructure and application monitoring in EC2.
Managed Cloud Services for Rating Agency

31
Standing apart in the marketplace
Value Proposition
3
Delivery
Excellence
Domain
Expertise
• Flexible, transparent, and mature engagement models
• Seamless solution integration
• Certification compliance
• Robust Governance
• Strong focus on emerging technologies
• Centers of Excellence (CoEs) for technology proficiency
• Best in class technology and security infrastructure
Customer
Centricity
Investment In
Talent
• US based, IP driven organization with a digital technology focus
• Flexible engagement models with global talent
• Proven record of successful on-site, off-shore and blended
engagements
• Customized solutions and services
• High competence levels in all technologies
• Home grown algorithm for matching resources with customer’s
unique need
• Global training centers: Continuous quality improvement programs
• High retention rates
Higher
Customer
Satisfaction
Excelling
Employees
Project
Certainty
Highest ROI
and Value

34
DR Services

35
Disaster Recovery Services
DR Simulations
and testing
DR on
Physical Servers
DR on
Hosted Private
Cloud
DR on
Public Clouds
DR Infra
Hot
DR
Warm
DR
Cold
DR
DR
Technologie
s
VMware SRM ,
Zerto
SyncSort Storage
Replication
rsync data
Replication
DR As
Service
DR Planning and
Management
Managed
Services for DR

36
DR Services
• State-of-the-art datacenters with Robust and redundant connectivity
• Host-based replication options for both virtual and physical
environment.
• Continuous replication of critical servers into Marlabs DC or Cloud.
• Storage-based replication for EMC or NetApp.
• Pre-built virtual recovery environments.
• Integration with existing VPN and private networks.
IPsec tunnel
Internet
P2P
Primary DC Marlabs DC
WAN
Optimization

37
DR – Service Features
Feature Benefits
Scale and sizing options
À la carte of various Server Sizes which
fits the bill. Sizes available right from
Small till HPC VMs.
Monthly Cost per Use Model
Turning capital expenses for a DR into
much lower monthly costs.
24x7 Managed support
White glove services for DR simulations
and testing
Multiple Technology / Strategy options
Bare-metal, VMware, Openstack, Cold,
Hot and Warm DR infra.

38
Cloud Services

39
Cloud Services Offerings
Marlabs
App Assessment for
Cloud Migration
App Migration to
Cloud
Managed Cloud
Services
Private Cloud
Implementation
Hybrid Cloud
Implementation
Cloud Orchestration
DR Services on
Cloud

40
Application Migration to Cloud
Marlabs
Cloud
Assessment
Platform
Assessment
Data Migration App Migration
Cloud
Deployment
Optimization
• TCO Analysis
• Security
Assessment
• App
Architecture
Assessment
• Tools and
Licenses
• Develop
Roadmap
• Define success
criteria
• Evaluate Cloud
platform
• Understand
Pricing
• Evaluate
Availability
Zones
• Build a PoC
• Test existing
App on cloud
• Identify tools
for Migration
• Evaluate
Storage options
• Explore
commercial and
Open Source
RDBMS options
• Design High
availability
(Plan to fail)
• Create Backup
and restore
Plans
• Estimate
migration effort
• Design
integration with
on-premise
components
• Tools for
integration and
management
• Partial
Application
migration
• Lift and deploy
for full
migration
• Select the
Instance types
• Configure auto-
scaling
• Setup CMMF
tools
• Harden
Security
• Use Dashboard
for
management
• Configure HA
for Different
AZ
• Create a BCP
• Analyze usage
patterns
• Optimize
resource usage
for cost savings
• Compress Data
for faster
transfer
• Tune App for
performance
• Use AZ /CDN
for Better
response time

41
Managed Cloud Services
Marlabs
CMMF

42
Private / Hybrid Cloud Implementation
Marlabs
“In a poll of IT managers, 75% said they would be pursuing a private cloud strategy by 2012.”
Tom Bittman - VP, Gartner
AUTOMATE OPTIMIZE
Take a stock of
existing
resources- Infra
and People
Consolidate
People, Infra
and Budget
Virtualize
Infrastructure
Migrate Sample
Applications
Automate
Provisioning /
management
Monitor
Metrics and
ROI
Assess Consolidate Virtualize Migrate Automate Optimize

43
Marlabs Capabilities – IT Service Desk

44
Handling 16,500+ incidents
per month
Servicing 25,000 users
spread across 35 countries
Customer Satisfaction Index
at 9.5 out of 10
200+ PoPs with Unified
Local number across the
globe
Real-time SLA , Service
Assurance Dashboards
SSAE Type II Datacenter &
Operations
Dedicated White Glove
support for VIP customers
100% Calls Recording /
Playback
Multi - Language
Translation Services
Marlabs
Expertise

45
Business Value
Marlabs
ITIL driven Service
Management
Framework
24x7 Global Service
Desk operations
Year over Year (YoY)
Productivity increase
thru Continuous
Service Improvements
Fixed Monthly Opex
Flexible Engagement
models for reduced
TCO
Event Management for
End to End Incident
Ownership
Flexible Commercial
Models – Managed
Services, Professional
Services, BOT &
Outcome Based
Pricing
Extensive domain
knowledge on best
practices for data
security.

46
Marlabs’ IT Service desk provides a unified approach to End User Support using
Process driven delivery framework.
Our 24x7 Support team provides clients with a SPOC for their support requirements
& interfaces with extended Support teams depending upon whether the next level of
Support is provided by Marlabs IT team, Client IT team or 3rd Party provider.
Our Incident Management system provides Self Service Portal for Incident
Management, Self Help and Reporting.
Marlabs
IT Service Desk – Overview

47
• Phone, Email ,Self Service tickets , Chat, Co-Browsing
• Customized ACD, Skill based routing , Message on-hold
Call Handling
• Resolve as documented in Known Error Databases
• Escalate to L2 / L3 (Internal , Client or 3rd Party Provider)
• Follow up with extended team for resolution and report Status
back to the Customer
• Resolve the incident and report incident closure
Incident Management
• Trouble ticket management for Root Cause Analysis
• Providing Status updates to the customer on RCA
• Update Knowledge Repository with RCA findings
Problem Management
• Conduct Client Satisfaction Survey
Customer Satisfaction Survey
Marlabs
IT Service Desk – Features

48
•All changes are categorized based on change impact: Non-Disruptive, Degraded,
Pre-approved changes, Disruptive, Expedite change procedure, Emergency
change procedure
Change Management
•Maintain Known Error Databases (KEDBs)
•Report KEDB Creation and KEDB Usage
Knowledge Management
•Response SLA Adherence
•Resolution SLA Adherence
SLA Management
•Customer Level Reporting
•Volumetric trends
•SLA Performance trends
•Response SLA Adherence %
•Resolution SLA Adherence %
•Service Assurance trends
•KEDB Creation , Usage , FCRs
•Customer Satisfaction Trends.
Metrics Collection and Reporting
Marlabs
IT Service Desk – Features

49
Contact Us
USA
New Jersey
Marlabs Inc. (Global Headquarters)
One Corporate Place South, Floor 3,
Piscataway NJ 08854 - 6116
Tel: +1 (732) 694 1000
Fax: +1 (732) 465 0100
Email: contact@marlabs.com
India
Bangalore
Marlabs Software (P) Ltd.
Bagmane World Technology Center,
14th Floor, Citrine Block - 4,
Marathahalli Outer Ring Road, Mahadevapura,
Bangalore – 560 048
Tel: +91 (80) 67229400/700
Canada
Marlabs Canada Incorporated
1235, Bay Street, Suite 400
Toronto Ontario M5R 3K4
Tel: +1 (416) 934 5005
Mysore
# 462, A & B Block, Udayaravi Road,
Kuvempunagar,
Mysore - 570023
Tel: +91 (821) 4000200
# 469, A & B Block,
Udayaravi Road, Kuvempunagar,
Mysore - 570023
Tel: +91 (821) 4191450
Mexico
Marlabs Technology Services
Av. Patriotismo 229 Piso 8
Col. San Pedro de los Pinos
Mexico, D. F. C. P. 03800
Tel: +1 (732) 694 1000 ext.6011
Kochi
"Athulya", 2nd Floor, Infopark
Kusumagiri P.O. Kakkanad
Kochi - 682 030
Trans Asian Corporate Park,
XIV/396-C, Seaport Airport Road,
Chittethukara,Kakkanad
Kochi - 682 037
Ph: +91 (484) 6062885/886

Marlabs Capabilities Overview: Infrastructure Services

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Marlabs Capabilities Overview: Infrastructure Services