A lesson in network management
Wipro Technologies' Global Command Center wanted to grow
its business and provide world-class remote IT infrastructure services to its
clients. Hence, it deployed a network management solution to enhance services
offered to its Fortune 500 clients. by Abhinav Singh
Wipro Technologies (WT) set up a Global Command Center (GCC) in September 2002
to offer 24X7X365 IT infrastructure management services to its clients. The
aim of the business was to deliver quality IT services to match the best of
standards available in the world.
In order to keep ahead of competition and provide better managed services, the
company had to devise means to remotely manage large IT infrastructure, which
includes websites, enterprise applications, and IT services across heterogeneous
platforms and diverse enterprises.
Hence, WT chose to deploy an enterprise remote management solution that would
help the company deliver its services effectively and enable smooth remote management
of complex IT infrastructure.
Aimed for high standards
Five years ago, WT had identified remote management services as a strategic
key business offering for its clients across the world. But it knew that competition
in the managed service provider market was tough. An organization needs to possess
high level of sophistication to deal with a heterogeneous environment.
The company realized that it would have to deal with customers with diverse
and unique IT infrastructure. Moreover, the tasks to monitor, measure, and deliver
as per the Service Level Agreement (SLA) requirements would need special skill-sets
in a robust Network Operating Center (NOC). It also wanted to offer robust management
capabilities of website transactions to its clients.
WT set up the GCC and it was responsible for management of IT services across
heterogeneous platforms and diverse enterprises. Besides, it was expected to
assure 99 percent availability of IT infrastructure across clients' infrastructure
across different geographical locations and business types.
It was time now to deploy an effective remote management tool.
The GCC carries out anti-virus management and backup restore services for over
16,000 users. 350 heterogeneous servers run Novell, NT, AIX, and Dec Alpha operating
More than 3,235 networking elements and 40 databases (Oracle, MS SQL) are used
for clients spread across 16 countries. The GCC also remotely monitors and manages
around 10,000 mailboxes.
To support such a large base of users, the company looked for the following
benefits and features in the network management application solution:
- Remote management capabilities
- Proactive approach
- Infrastructure trouble shooting
- Web server management
The tool is chosen
After a stringent interoperability evaluation exercise at Wipro Technologies'
'Centre of Excellence'-an internal lab that tests products before they are deployed
in different departments of the company-HP OpenView was chosen as the network
WT found that its framework-based architecture tool had strong systems and network
Prasanna G K, Vice President-Technology Infrastructure Services, Wipro Technologies,
explains, The tool performs well in network and systems management. The
process of discovery, information management, and element level management are
some useful features of its architecture.
The company also found that a network management tool could be integrated with
other tools used in the GCC like Remedy, which is a help desk tool. Additional
modules like Network Node Manager and OV Reporter were also deployed at the
The network management solution gave GCC the capability to
perform proactive management. The GCC can proactively track calls and prioritize
them on the basis of urgency. The priority can be 'high' for application server
cluster-related calls, and 'low' for others.
The network management solution allows tight process-layer
integration based on the Information Technology Information Library (ITIL) standards.
ITIL is considered the best practice in IT service management standards.
An incident management engine in GCC ensures that every incident
is tracked very closely by raising appropriate alerts. This, in turn, results
in higher availability of network for all the e-business applications for the
client, and added customer satisfaction.
A live example
Prasanna explained the benefits of a network management solution with a live
example. He cited the instance of a UK-based customer's cluster server that
went down on a Sunday morning.
The cluster server was based at its corporate headquarters and the top management
team depended on the information that ran on that cluster server. The proactive
management capabilities of the network management tool at GCC were able to sound
an immediate alert and detect the failure.
An onsite engineer was rushed to the customer's site in UK. The engineer found
that the cluster server had crashed because the UPS was down. The engineers
rectified the fault and the server was restored within a couple of hours.
Post deployment of the network management solution, GCC's proactive problem
detection has improved by 95 percent. Wipro's GCC has been successful in managing
a multi-site environment and has acted as a 'single console' for consolidating,
correlating and escalating faults to the operations staff.
It has successfully captured all network systems, database and application events
in a multi-tiered hierarchy. The management tool also has standby intra-site
and inter-state capabilities to eliminate single points of failure. Its Internet
services modules extend SNMP-based monitoring of network devices to stimulationbased
monitoring of boththe network devices and co-located servers.
Forward with network management
Post implementation of the solution, WT plans to use the network management
tool for diverse activities like Web monitoring, management of URL response
time, and interfacing with specific products like MS Exchange, Lotus Notes,
and SAP using Smart Plug-Ins (SPIs) available with the solution.
Abhinav Singh can be reached at firstname.lastname@example.org
Software services major
Wipro Technologies wanted to offer shared IT infrastructure services over
a network to multiple customers.
The company set up a Global
Command Center (GCC) to provide remote IT infrastructure services to its
global clients. In order to keep up to its standards and to be one of
the best amongst the other managed service providers in the market, it
wanted a tool that could help it effectively deliver its services.
Wipro Technologies chose
to deploy HP OpenView and modules like Network Node Manager and OV Reporter.
The solution has provided
the GCC benefits like end-to-end IT infrastructure management services,
server monitoring, remote administration, trend-based proactive infrastructure
management, infrastructure trouble shooting, URL monitoring, and Web server