Provides a single-point solution for complete management of the computing environment, spanning desktop/laptop support, complemented by a dedicated Service Desk. Our End-User Support Services are designed to cover the full life cycle and comprise a unified solution that includes:

Imaging Services

• Staging a Test LAB
• Identifying Standard Models
• Testing Standard Images
• Integrating New Build
• Deployment of New Build

Procurement Assistance

• Workflow
• Procurement Assistance
• Deployment

User Support

• Service Help-desk for incident recording, assignment and first level support
• Incident resolution
• Knowledge repository
• MIS reporting and SIP
• Standard Software Installation
• Office automation tools support & Internet browsing support

IMAC (Install, Move, Add & Change)

• Installation of new H/W or S/W
• Movement of H/W
• Addition of new H/W or S/W
• Change of new H/W or S/W
• New version release

Vendor Management

• Maintenance of vendor database
• Analysis of performance
• Co-ordination with vendors

Spans the monitoring and management of all elements from voice infrastructure and business applications to the underlying IT infrastructure to sustain and enhance quality of service to end-users. Our Contact Centre Management Service is a comprehensive solution that spans all aspects of call centre functioning with the advantage of a single point of accountability. The offerings include:

Voice Equipment Availability and Performance

• Architecture and design
• Redundancy
• Monitoring
• System resource utilization
• Basic hygiene
• Skills and spares availability
• Faster problem identification and quick recovery

Heterogeneous Environment Availability and Performance

• Knowledge to work on hybrid domain (Nortel, Avaya, Cisco, etc.)
• Data and Network expertise
• Database knowledge (Oracle)

Business Applications Availability and Performance

• Understanding of customer business and application
• Enabling IT
• Assuring application performance and availability

Reports through Portal

All the MIS reports and performance reports would be available to the customer through a secured customized customer portal and would also have interactive reports wherein customer IT managers can generate reports based on time stamp. The customer would be provided with a secured user name and password to access the portal. Integrated portal would provide the customer with the following views and reports:

• SLA reports
• Availability, Performance Reports
• Service Desk Reports
• Call Centre operation reports-IT Report, Business Report, MIS Report

Protects an enterprise's information assets through comprehensive management of security components and mitigates adverse impact on confidentiality and availability. To mitigate the risks through a high level of security for information assets our comprehensive service offering, covering all aspects of an enterprise's security, include:

Security Device Management - covering day-to-day operations, administration and maintenance, signature updates, change management, incident monitoring and alerts

Security Device Monitoring focuses on availability and performance of security devices, violation of threshold values, policy changes, etc.

Security Event and Incident Monitoring (SEIM) based on Log Monitoring and correlation for detection and management of security events/incidents in near real time. This enables the organization to respond to security incidents with alacrity and reduce risk of exposure

Vulnerability Assessment and Analysis - aims to determine the level to which assets and configuration are in compliance with the security policy and guidelines, and vulnerabilities evident to both external and internal attacks

Security Advisory entailing survey of customer infrastructure, collection of vulnerability and virus alerts from various sources and work-arounds based on asset base.

Content Protection Services like management of gateway, antivirus/antispam solutions, content filters, etc.

Compliance Management / monitoring, Enterprise Security Risk management, Threat alerts / advisory and Gateway / Mobile Security.

Manages seamless flow of information and performance of complex distributed applications with an integrated solution that bundles IT infrastructure, middleware administration, operation support, application maintenance and support. our service offerings are aimed at ensuring interoperability, performance and availability of the enterprise application and its ecosystem. Our unique 'Application Availability Guarantee' proposition includes:

	Application availability, Usage Support and administration
	Application Server and middleware administration
	Application performance tuning, Configuration management and trouble shooting
	Capacity Planning for integrating new applications
	Change management and Vendor Management
	Ensuring applications Interoperability
	Application Security Management

Enables maximization of value from a solution that integrates a geographically extensive dealer network, through user-training, hand-holding during rollout and sustained support in use. The Dealer Management Services offered by Wipro's Managed IT Service spans the full cycle from understanding the specific requirements of your business to support and maintenance during operations.

Training

• Preparing training material based on the inputs provided by you & Primary Product Vendor
• Enhancing existing training material
• Classroom/Onsite training of dealer in using the application
• Wipro will provide hands-on training to the dealer at the dealer's place or at the hub location
• Dealers will have the opportunity to observe & work on the application & tools under the guidance of the engineer

Implementation

• Pre-implementation checks through voice or remote control or onsite visits
• Installation, configuration of DMS Client Application
• Hands-on session on Client Application usability

Sustenance

• Troubleshooting of Application Issues
• Coordination for Functional Support with Principal Vendor
• Facilitation of release for Client Application patches & versions
• Regular review of known error databases for updated solutions
• Service Improvement Plan (SIP)

Reporting

• Central Online Reporting Portal on operations
• Exception reporting

Delivers high availability of ERP applications such as SAP, Oracle, etc., through optimisation, consolidation and administration & operational support to achieve maximum value from the ERP package. Our end-to-end services are backed by deep knowledge of the packages, experience across industry verticals and proven methodology. Our services include:

ORACLE Application Support and Database Administration

ORACLE Application Services

• ORACLE Core DBA
• ORACLE Applications DBA
• ORACLE Apps techno-functional Support Upgrade/Migration Services Audit Services Consulting
• Portfolio Analysis
• Backup and Recovery Solution and Validation
• Database consolidation
• Capacity planning
• ORACLE RAC, standby, replication for business continuity and disaster recovery planning ORACLE Application Helpdesk

End-to-end SAP technical support

Technical Sustenance Support

• Operations Monitoring
• Troubleshooting
• Administration
• Performance Review and Tuning

BASIS Implementation Review

Security Audit SAP Installation and Configuration

SAP Upgrades Solution Manager Implementation

• System setup, EWA, Service desk, Change Management
• Solution Monitoring
• Central Systems Administration
• E-learning

Provides severity-based support and assistance in the management of mission critical components such as servers, networks, applications, security, database, mail & messaging, etc. through an automated approach that ensures quick, error-free resolution of incidents. Using best-of-breed technologies, we have created a framework for:

• OS/Server Management
• Network Management
• Database Management
• Security Management
• Mail Management
• Storage and Backup Management
• Application Management

Aligns IT to the enterprise's business strategy to enable measurable improvement in the quality of business processes and end-user satisfaction, resulting in enhanced business outcomes. Our service offerings are constantly evolving to ensure that they complement your ability to manage business more effectively. Using best-of-breed technologies, we have created a framework to:

Map business KPIs with IT KPIs

• Shifts the priority from technology to business outcomes
• Proactively manages service levels from the business perspective

Application performance and availability

• Offers on-demand, in-depth analysis of the entire application landscape
• Provides a real-time dashboard on behavioural pattern of the application
• Pinpoints the exact line of code causing the problem in the application

Manages complex and distributed environments

• Offers a single, real-time, role-based, business dashboard to quickly identify and isolate availability and performance issues in the components or layers, which affect your business
• Delivers SLAs that allow you to measure and manage the impact of IT on business

Manages the end-user experience

• Assists in actively gauging the end-user experience and determines response time of critical business applications
• Proactively monitors website and application availability in real-time. Build configuration management databases
• Map IT elements in the business chain and derive relationship between them

Wipro has extended the robust ITIL (Information Technology Information Library) framework for Service Management framework (used only for IT infra to date) to other categories of infrastructure- Building infra (example, HVAC, UPS, Lighting), and Business Critical infra (example, PoS, kiosk, refrigerator in Retail, MRI, microscope, analyzers in Healthcare). Some of the key solutions under IDMS include

Retail/CPG :

• Managing PoS, Kiosks and Mobile devices. For example, we have helped a $5Bn CPG organization manage mobile devices with 55% reduced costs.
• Store Energy Management and Compliance services, helping retail chains comply with FDA/HACCP guidelines for cold storage, and reducing energy consumption. This is expected to reduce energy utilization in a store by 8-25%
• Integrated In-Store Infra management, spanning across PoS, Kiosk, Mobiles, Refrigerators and HVAC units. This helps Wipro deliver a unified service delivery framework, with single point of accountability, with service levels aligning to the store's business operations.

Datacenters and Buildings

• Datacenter Audit and Energy Monitoring services, helping ensure uptime in a datacenter, without spending excessive operating budgets on cooling. This has helped reduce energy costs in datacenters by 6-20%
• Facility infra services, proactively monitoring and maintaining building infra (HVAC, Generators, Lighting), allowing us to ensure timely preventive maintenance, and establish benchmarks of equipment performance across locations. The consolidation of infra services across multiple buildings helps reduce costs of monitoring and maintenance, plus timely maintenance reduces costs of operating equipment like HVAC, generators, etc.

Telecom

• Remotely monitoring the infra of towers, including HVAC, UPS, Generators, helps ensure uptime of the communication infra of telecom towers and base stations, and helps monitor utilization and reconcile bills from vendors (example, diesel).

Healthcare

• Asset Management for Hospitals, helping reduce asset loss in a hospital, which is typically 15% per annum
• Remote enabling OEMs Service Delivery, helping reduce service costs of OEMs by up to 50%, and reducing time to respond/resolve issues, leading to reduced downtime of equipment.