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Issue of October 2003 

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Keeping Core Focus

Outsource to keep the core focus

To help enterprises maintain their focus on core business areas GTL offers a range of outsourced services from its global delivery centers. Here's a look at how some of them can add value to your enterprise. by Soutiman Das Gupta

GTL understands the criticality of its clients' businesses and strives to ensure that businesses function with minimal downtime. It has tailored its suite of services to help its customers outsource their back office, middle office, and front office functions.

By providing these solutions, GTL hopes, it can allow a client to keep focus on its core business areas.

Outsourcing is fast becoming a viable way for companies to dramatically cut costs and increase efficiency. Enterprises thus look for partners who have transparent business practices, high standards of corporate governance and a strong management team to sustain long-term relationships in their business endeavors. They also look for partners who are financially strong and have the ability to be competitive and create value in the long term.

A Managed Services Solution is a powerful option for organizations seeking to manage operational costs and to achieve performance goals that will drive growth in the long term. An enterprise's core products and services are what will make an organization ultimately successful.

The right Managed Services approach can help you turn the challenge of managing a business into an opportunity for competitive advantage.

This can help turn everyday operations into assets which address the challenges of reducing overall IT spending levels, maintaining or even increasing efficiency and aligning both of these objectives with expectations for company returns and an overall enterprise strategy.

Back office services

The back office outsourcing block encompasses two management and services areas.

1. Physical and network infrastructure management,

2. Data center services

Physical and network infrastructure management: This management offering is classified into two aspects:

  • Integration & deployment services
  • Network management

Integration & deployment services

GTL has worked on a number of projects related to building/implementation of converged networks for enterprises. These networks run both voice and data and help to optimize costs for a company.

The solutions are built around Cisco, Nortel, and Juniper technologies. GTL has been building such networks for over six years. A variant of the same is deployed for call centers.

GTL undertakes turnkey building of call centers which includes dialers, ACDs, CTI, Agent Desktop, and Wallboard display.

Network Management

Trained and experienced personnel at GTL's Network Operations Center (NOC) can ensure that your networks are operational at all times. Services like remote monitoring, management of mission critical network devices, and proactive failure/pre-failure monitoring strategy can decrease downtime and conserve on-site IT staff resources. This helps to reduce the Total Cost of Ownership (TCO) for an organization.

Data Center Services: The company has a well-equipped data center facility, which is capable of hosting 240 racks at Mahape (Navi Mumbai) and other major locations in India like New Delhi, Bangalore, and Pune. These data centers offer hosting solutions for corporates. The data centers have exceeded industry benchmarks on many counts, especially in aspects like layered architecture and redundancy.

Middle office services

The Middle office outsourcing block encompasses:

  • Server management
  • Storage provisioning and maintenance
  • OS administration
  • Database administration
  • Messaging services administration
  • Remote and/or offsite monitoring capabilities

Both the application and database layer encompass deployment and implementations like the Oracle database and the e-business suite.

Oracle Services

GTL delivers Oracle solutions on a hosted environment with the desired reliability and access.

GTL allows rent, (rather than building) all the necessary services and infrastructure to run critical business functions online through a standard Web browser interface.

For a recurring fee, GTL manages the clients' day-to-day infrastructure requirements.

Technical Help Desk Services

This covers break-fix support, customer contact services and Service Level Agreement (SLA) management. The service is aimed at lightening the burden of enterprise-wide, end-user support. The Help Desk is just a phone call or e-mail away and can handle all standard office desktop applications, OS, and network issues.

It includes:

  • A dedicated GTL Help Desk telephone number available 24x7
  • Licensed remote control software agent and VPN to the GTL NOC to provide desktop support online
  • Support for Windows 95/98 /NT/2000 OSs, basic desktop applications, and network connectivity.
  • An established escalation procedure to handle advanced problems

Business Continuity and Disaster Recovery (DR) services

This service covers risk analysis, DR solution design, implementation, management, and Business Continuity Plan development.

The Business Continuity services suite consists of the following solutions:

  • Backups and restoration
  • Implementing and monitoring data replication infrastructure
  • Setup and maintenance of DR policies and processes
  • Connectivity and data center infrastructure

Soutiman Das Gupta can be reached at

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