Shopko Theme - HCL Technologies

HCL facilitates a leading retailer optimize its
operational IT costs through managed services
CUSTOMER DESCRIPTION
Region: USA
Industry/ Domain: Retail - Apparel, home, family and health care products
Functional Area: Supply chain planning, integration and execution, retail
management, retail web management, infrastructure
BACKGROUND
The client is a chain of leading retail stores based in the United States.
With annual revenue of 4 billion dollars and more than 16,000 employees,
the company operates over 160 stores
KEY BUSINESS CHALLENGES & CLIENT REQUIREMENTS
The business challenge for the client was to maintain a profitable growth
in the changing business landscape. This was the driver for the client to
concentrate on its core competency of retailing while handing out the IT
operations to HCL. The client wanted to do away with its entire IT
operations from development, maintenance and support of key
processes to infrastructure support, customer support and service
delivery.
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Outsource internal IT division
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Reduce overall cost of IT
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Customized data centre hosting
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DC consolidation within the stipulated timeframe
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Reduce technology risks associated with unsupported or non-strategic
hardware and software
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Improve flexibility and agility of service model to reflect future business
requirements
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Reduce vendor management overhead through strategic partnering
ENTER HCL
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HCL embarked on this journey in May 2010. HCL was selected by the
client for its expertise and proven methodology in managing the
breadth of applications and infrastructure related components
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Collaboration: The co-sourcing vs. outsourcing model was the key
focus
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Other factors that facilitated the selection were:
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Relationship style: Co-sourcing model with client retaining
strategic control and HCL executing operations and projects;
flexibility in relationship
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Best practices: Introduction of ITIL framework; SLA metrics
orientation and technology solutions leveraging industry
knowledge, service request automation
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Onsite-offshore cost effective model which considerably reduced
the cost of project implementations
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Access to the best in class IS capabilities and latest technologies
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Integrated infrastructure and operations (IOMC) model
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HCL's strong presence across America
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Experience in the DC migration and consolidation
THE SOLUTION
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De-risked transition
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Transition: Rehire to retain the business knowledge & Waved
approach
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Higher initial onsite ratio
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Improved performance
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Maintain the current levels of SLA
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Improve industry benchmarks, where SLAs are not dependent on
existing environment
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Defined plan to cover gap between target and current SLAs, if any
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Increased use of industry best practices and tools
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Reduced operational risk
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Ability to execute change that is not constrained by available
capacity
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No risk to SLAs on increased project activity
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Transfer of people risk to HCL
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Increased visibility in operations
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Variable capacity and costs
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Pool of business knowledge and technology expertise
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Built-in enhancement effort to meet the basic development need
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Variable development only team aligned with actual planned
demand
HCL SERVICES SNAPSHOT
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Customer services: Service desk, desktop support, Wintel (including
VMware and Citrix), IMAC, service improvements (ITIL processes,
automation and reporting), account management, networks support,
networks security and system security
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Data center services: Unix, Mainframe admin, SAN, DC operations,
Websphere application server, Websphere MQ, database (Oracle and
MS SQL) and tools
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Tools: Ciscoworks, Netcool, Control-M, CA Unicenter, SolarWinds,
Veritas Netbackup, HP Open View, Riverbed Cascade
HCL OFFSHORES SERVICES
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IT service desk/ Vendor management/ Co-ordination
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24x7 Infrastructure monitoring/ Production support
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Level-2/ 3 support for servers/ Storage/ Back-up/ DBA/ Mainframe/
Networks/ Windows/ Unix
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Security
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24x7 application operations support
HCL ONSITE SERVICES
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Engagement management/ Customer touch point
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Technology refresh, architecture, engineering
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Hosting through partner (Fujitsu)
BUSINESS BENEFITS
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Onsite-offshore cost effective model, which considerably reduced
cost of projects
?
Integrated infrastructure and operations (IOMC) model
?
Introduction
of ITIL framework; SLA metrics orientation and
technology solutions leveraging industry knowledge, service request
automation
?
Enhanced responsiveness to business needs
?
Substantial cost-saving by “managed services” model and by
leveraging offshore for IT service delivery
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Skill pool available for changing business needs
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HCL partnership will strengthen the client’s information services team
to provide better/ optimized solutions for the business problems/
needs
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HCL's work experience with various retail customers and retail CoE
will enable this
ENGAGEMENTS HISTORY/ CURRENT STATUS
We started this journey during the later part of 2010; currently,
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Infrastructure support is managed completely by HCL
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Apps support and an enhancement (for SCM and CORP tower) is fully
managed by HCL
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With HCL's
CoE strengths, projects like Hyperion upgrade,
eCommerce workflows are being executed
Hello, I’m from HCL! We work behind the scenes, helping our customers to shift
paradigms and start revolutions. We use digital engineering to build superhuman
capabilities. We make sure that the rate of progress far exceeds the price. And right
now, 90,000 of us bright sparks are busy developing solutions for 500 customers in
31 countries across the world. How can I help you?
www.hcltech.com