4-page Case Study - Posted 6/27/2010
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Mphasis

Services Company Improves IT management with Systems Management Solution

MphasiS is a leading applications services, remote infrastructure services and business process outsourcing services provider. Known for its commitment to technology and innovation, the company wanted to enhance the management of its computing environment and deliver greater IT service levels. To achieve these goals, MphasiS deployed Microsoft® System Center Configuration Manager 2007 to manage all systems through a single console. The solution is helping the company increase application service levels and enhance IT security. In addition, the IT team has achieved a 99 percent success rate with rolling-out of security updates. The new end-to-end management environment also helps automate software distribution, enhance asset management, and deliver a more secure and consistent user experience.

Situation
MphasiS consistently delivers global Infrastructure Technology Outsourcing, Applications Services Outsourcing and Business Process Outsourcing services through a combination of technology know-how, and domain and process expertise. MphasiS Limited (then, MphasiS BFL Limited) was formed in June 2000 after the merger of the US-based IT consulting company MphasiS Corporation (founded in 1998) and the Indian IT services company BFL Software Limited (founded in 1993).

MphasiS supports global companies around the world in the improvement of their business processes. The company services clients in Financial Services & Insurance, Manufacturing, Healthcare, Communications, Media & Entertainment, Government, Transportation & Logistics, Energy & Utilities, and Consumer & Retail industries worldwide. It brings to its clients a credible and experienced global leadership team driving service delivery through the next generation global delivery model.

Besides an onsite presence at key locations globally, the company headquartered in India has an extensive offshore infrastructure for Applications, ITO and BPO services. It has a global footprint with delivery centers all over the world, and a staff of over 38,000 professionals.

The computing infrastructure at MphasiS was a mix of desktop, portable computers and servers running the Windows XP, Windows 2003, and Windows Server 2008 operating systems. This was spread both within the corporate network as well as on the Internet. Additionally, over the years, this infrastructure had grown in size and complexity. The company currently operated close to 500 servers including both physical as well as virtual.

With so much hardware spread across so many sites, it was impossible for MphasiS to build an accurate inventory of what it used. Earlier, MphasiS was using Systems Management Server (SMS) 2003 for managing the inventory. Additionally, administrators were also concerned about security and performance. Windows Server Update Services (WSUS) were being used to apply routine Microsoft security updates. With standalone WSUS at each location, deployment was done separately at each of these locations.

Managing this environment was becoming a time and resource-intensive task. Other key challenges included lack of ability to reconcile deployed hardware with purchased hardware. The frustratingly slow desktop and laptop refreshes added to these. Therefore, it was important to the company that it could efficiently identify a desktop and laptop; deploy a new operating system and software updates without interrupting the workforce.

The company sought a comprehensive, integrated solution that it could use to manage and monitor its entire IT environment from a single, unified console. “We needed a simpler way to manage our IT infrastructure,” says Sandeep Prabhakar Joshi, Infrastructure Services Manager, MphasiS. “Standardizing on a single end-to-end management tool would help us to better manage our desktops and allow users to work in a more secure environment.”

Solution
To continue its efforts to maximize systems management efficiency, MphasiS decided that upgrading to Microsoft System Center Configuration Manager (SCCM) 2007 was the solution that would best meet its requirements. Shivakumar M, Infrastructure Services Engineer, MphasiS says, “Microsoft products offered us the best functionality and were easy to use and learn. The support provided by Microsoft was also one of the reasons to go with this solution.”

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* By making every update centrally available, we not only have more control of the IT environment but have also increased security and stability. Now, we are seeing a 99 percent success rate with security updates *

Sandeep Prabhakar Joshi
Infrastructure Services Manager,
MphasiS Limited

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System Center Configuration Manager 2007 is the solution to comprehensively assess, deploy, and update servers, clients, and devices - across physical, virtual, distributed, and mobile environments. Optimized for Windows and extensible beyond, it is the best choice for gaining enhanced insight into, and control over, IT systems.

There were several factors that supported MphasiS’s decision to use System Center Configuration Manager. Among them were centralized software update management, automated operating system deployment, hardware and software inventory management, and software updates for internet users. “Infrastructure stability in any environment results in more productivity and less downtime,” says Anil KP, Lead Infrastructure Services, MphasiS. “System Center Configuration Manager has helped us to achieve the same. It provides us automated ways to manage updates and distribute deployments to desktop systems and servers remotely.”

The implementation was carried out in two phases. In the first phase, MphasiS migrated from Systems Management Server to System Center Configuration Manager RTM and also removed the standalone WSUS (it was integrated with System Center Configuration Manager). This migration project started in October 2008. It took the company 4 months to implement the software update operations in System Center Configuration Manager. The project was completed in January 2009. It was implemented across 14 locations including the central site at Bagmane Tech Park, Bangalore.

In the second phase, MphasiS upgraded all the sites from System Center Configuration Manager RTM to SP1. Some of the initial issues faced in phase one were fixed in this phase. This phase started in February 2009 and was completed by March 2009. Centralized software update management was implemented during this phase.

MphasiS is also using System Center Configuration Manager to gain insight into its hardware and software assets. Having insight into its software holdings helps the company to remove unauthorized software that might put the company network at risk or consume valuable storage and network bandwidth.

With System Center Configuration Manager, the IT team at MphasiS has been able to improve overall network performance, automate the rollout of custom deployments while being able to better monitor the status of its entire infrastructure.

Benefits
Today, MphasiS is using Microsoft System Center Configuration Manager 2007 to help manage its IT environment. The solution has helped the company maximize network uptime and responsiveness, while providing access to secure and up-to-date applications.

Provides Better Compliance
System Center Configuration Manager 2007 simplifies the tasks of securing and managing the server environment, which helps ensure availability throughout the server infrastructure. The ability to view complete software inventories on each machine enables MphasiS to see if important security updates are missing from certain computers and remotely apply them. “With the solution, we have much better control over our desktop and server environment with far less work,” remarks Shashank More, Leader - Client MphasiS Operations, MphasiS Limited. “It helps us to detect and eliminate security risks thus, overall making MphasiS more successful.”

Simplifies IT Management
With System Center Configuration Manager in place, MphasiS has centralized control and a more predictable IT environment. The deployment of software and application updates has been automated. “By making every update centrally available, we not only have more control of the IT environment but have also increased security and stability,” says Sandeep Prabhakar Joshi. “Now, we are seeing a 99 percent success rate with security updates.”

Enables Fast Operating System Deployment
Deploying operating systems enterprise wide was a complex and expensive process for MphasiS. However, with System Center Configuration Manager, IT administrators now have a centralized, scalable, and customizable way to deploy operating systems across their organization quickly and cost-effectively.

Earlier MphasiS was using RIS for operating system deployments, but each system deployment would take approximately 1.5 to 2 hours to bring them to the network for production. Now with System Center Configuration Manager, the process is completely automated. It has given more administrative control in terms of adding or removing software packages to the task sequence. Complete zero touch operating system deployment has reduced turned around time significantly. Each system deployment now takes only 45 minutes to 1 hour.

Secures Systems
Internet based client management has helped in securing all the systems over Internet. It also helps secure all users who are working over the Internet and also track their software and hardware inventories.

Prior to System Center Configuration Manager, MphasiS was using standalone WSUS for rolling out software updates at 13 locations. Patch roll out was done by engineers at each location individually, which means 13 engineers were involved in this roll out process for 13 locations. Post System Center Configuration Manager implementation, WSUS has been integrated with System Center Configuration Manager and software update management has been centralized. Patch roll out is now centrally done by a team of only 3 engineers.

Solution Overview



Organization Size: 33000 employees

Organization Profile

Formed in June 2000, MphasiS is an information technology and business process outsourcing (BPO) company based in Bangalore, India. The company focuses on the financial services, healthcare, telecom, and high technology industries.


Business Situation

A large IT environment requires a lot of time and effort to manage, secure, and keep updated. MphasiS wanted to enhance the monitoring and management of its computing environment, deliver greater IT service levels, and automate routine desktop management chores.


Solution

MphasiS deployed Microsoft® System Center Configuration Manager 2007 to automate software deployment, improve reliability and security, and manage technology centrally.


Benefits

  • Provides better compliance
  • Simplifies IT management
  • Enables fast operating system deployment
  • Secures systems


Hardware


Third Party Software


Software and Services
Microsoft System Center Configuration Manager 2007 Service Pack 1

Vertical Industries
IT Services

Country/Region
India

Business Need
Business Productivity

Languages
English

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