Transform IT services-

© 2012-2014 by Transform IT, Company Confidential.
Transform IT Services
December, 2014

© 2007-2010 by Transform IT TechSol, Company Confidential.
Who We Are
 IT Service Provider since 2012
 Team of 50+ IT / DevOps Engineers
 Microsoft Silver Partner
 VMware Solutions Partner
 HP Alliance One Partner
 Committed to a high-quality user experience
 Round the Clock (24 x 7) IT Support Team
 Executive Management Team with average 20+ years of IT
experience

Transform IT Services
Asset Management (contract /
license / warranty management)
Partial and complete
Execution of IT Projects
Onsite or remote
dedicated engineers
Cloud Integration and
Migration service
24x7 response to monitoring alerts
End to end IT Infrastructure management
ITIL based Helpdesk
Develop / Deploy / Monitor

The Support Reality
At what time of the day do you really need IT Support?
Round the clock
Maintenance and Data Protection – 10% business hours; 90% off business hours
 Projects – 40% business hours; 60% off business hours
 User Support – 80% business hours; 20% off business hours
 40 hours out of 168 hours in a week is about 24% coverage
We make it work for you
Remote Support is available Round the clock – by phone, email, chat, web
conferencing and helpdesk

Delivery and Pricing Model

Dedicated L1 Team Member Profile
 Desktop Support
 Windows 7, 8, MS Office, Email, VPN, AV, AS
 Infrastructure Support
 Level 1 in Windows Server, AD, Exchange, SharePoint, VMware,
Cloud Infra (AWS, Azure, Google Apps, RackSpace)
 Monitoring, Backup management, help with Projects, defined tasks
 Network Support
 Level 1 in DNS, DHCP, Switches, Firewalls, VPNs
 Soft Skills
 Excellent communication skills
 Customer-friendly attitude
 Highly responsive
 Follow up task to completion
Escalate to:
• Transform IT L2/L3
• Microsoft/Cisco/VMware Support

Dedicated L2 Team Member Profile
Infrastructure Support
 Level 2 in Windows Server, AD, Exchange, SharePoint, VMware,
Cloud Infra (AWS, Azure, Google Apps, RackSpace)
 Monitoring, Backup management, help with Projects, defined tasks
 Network Support
 Level 2 in DNS, DHCP, Switches, Firewalls, VPNs
 Soft Skills
 Excellent communication skills
 Customer-friendly attitude
 Highly responsive
 Follow up task to completion
Escalate to:
• Transform IT L3
• Microsoft/Cisco/VMware Support

DevOps as a Service
Today, things have changed, radically. An entire movement was formed by new technology like
cloud infrastructure and virtual machines. This cultural change in perspective combines the two
teams into one lean mean rapid deployment machine, leveraging code to manage the
infrastructure. It is called DevOps.
The DevOps Lifecycle Looks Like This:
Check in code
Pull code changes for build
Run tests (continuous integration server to generate builds & arrange releases): Test individual
models, run integration tests, and run user acceptance tests.
Store artifacts and build repository (repository for storing artifacts, results & releases)
Deploy and release (release automation product to deploy apps)
Configure environment
Update databases
Update apps
Push to users – who receive tested app updates frequently and without interruption
Application & Network Performance Monitoring (preventive safeguard)
Rinse and repeat

Office 365 Planning and Migration Services
Office 365 provides a suite of cloud communication, collaboration, and productivity solutions that can be
combined together to match varying business needs. Office 365 solutions include Exchange Online, SharePoint
Online, Lync Online, and Office applications.
Whether you are ready to move to the cloud or just looking for an expert to talk to, we can help. Cloud is not a one-size-
fits-all solution. With years of experience migrating small and large customers to the cloud, we can help you determine
and migrate to the right cloud architecture for your organization. We can help you with these migration tasks and more:
 Free trials of popular Office 365 suites
 Help selecting the right Office 365 plan
 POC and pilot projects
 Migration planning and preparation
 Exchange migration
 Gmail and Lotus Notes migrations
 Hybrid cloud environments
 AD synchronization and ADFS setup
 SharePoint Online migration, customization, and best practices
 Lync Online setup
 Security and governance best practice

Azure Deployment Planning Services (ADPS)
Jumpstart your journey to the cloud with Public Cloud, Windows Azure Deployment Planning Services (ADPS)—structured
consulting engagements with Valorem Consulting, a qualified Microsoft Cloud partner. Use your Software Assurance benefits
to gain custom assessments and prepare your business for the future.
Plan your Windows Azure activation
As a Software Assurance customer, you may be eligible for Planning Services days to access the expert guidance you need to
jumpstart your journey to the Public Cloud and identify which areas of your business are suited for Windows Azure.
Choose the offering that’s right for you:
 Activating Windows Azure Storage – Create a plan to utilize your Windows Azure Storage solution with StorSimple,
CommVault, or STEALTH and start realizing the value of your investment.
 Windows Azure Jumpstart – Learn about Microsoft Public Cloud offerings and develop an assessment for your line-
of-business (LOB) applications to run on Windows Azure. The engagement includes training for Windows Azure, an
assessment for at least three LOB applications, and demos of sample applications. Choose from 3, 5 or 10 day
engagements.
ADPS can help you:
 Understand what Windows Azure can do for your business and take your skills to the next level
 Realize the value of your investments
 Prepare your business for the future

AWS Deployment Planning Services (AWS-DPS)
We will guide you through devising a return-on-investment strategy and help create a clear
time specific roadmap for your organization to achieve presence and stability on the AWS
cloud.
Cloud Optimization Architecture (We are experts that specialize in creating deployment architectures for
different environments. We understand, envision and create customized architectures varying on your needs)
BI, Analytics & Data Warehousing (We help customers solve their problems pairing AWS services along
with partner tools and solutions to implement cost effective Integration Pipelines, Data Warehouses and BI &
Analytics solutions)
Cost Optimization (Our approach to cost optimization takes into account hidden costs and resource
allocation. We use our experience and expertise in costs and usage, to help customers implement effective
and efficient use of resources)
Disaster Recovery (We can help you design and implement disaster recovery solutions efficiently by setting
up your Disaster Recovery environment and implementing the tools and automation required for your Disaster
Recovery plan)
Operational Recommendations (As an experienced AWS partner that has deployed many customers to the
cloud, we have experience building architectures and implementing the best practices for our customers. We
will show you the value of using one service or approach over another.)
Integration Pipelines and Workflows (Amazon Simple Workflow is used to build and run integration and
business process orchestrations. We take advantage of this for customers and integrate with services like
Salesforce, various CMS platforms, numerous APIs and Web Services so they can implement complex
workflows in their products)

User support
 First level of support for all users
 Desktop and laptop support
 Helpdesk ticketing system management
 Escalations based on predefined policies
 SLA based response and escalation
 Single Point of Contact, Available on
 Phone
 Email
 Ticketing system
 Web URL (Web conferencing)

24/7 Remote Monitoring
 Infrastructure monitoring
 Round Trip Email monitoring
 Capacity monitoring
 Database monitoring
 Backup monitoring
 Security monitoring
 Custom monitoring for Oracle/Weblogic/Security
 24x7x365 intelligent response to monitoring alerts
 Alerting, validation of alert, ownership till fix, remediation

Getting a big picture view of the devices with SCOM…

Secure and Easy access to devices

Typical Escalation Matrix
Type of Service:-
Infrastructure Monitoring
*********************************************************
PRIORITY:- HIGH 24x7
Escalation Matrix:
1. Validate and Escalate via Email (support@xxxx.biz)
2. During Business Hours(8:00AM – 5:00PM EST)
a.Call on the following number 859.963.1911
3.Non Business Hours - (5:00PM - 8:00AM)
a.Call in the order mentioned below:
Kevin - 301.327.6535
Brian– 301.200.3742
Cory– 301.621.2934
Donald– 301.230.3646
Robert– 301.492.4425
*********************************************************
For CPU service, Memory service, Disk service:-
*********************************************************
PRIORITY:- Medium
Escalation:-
1. Business Hours (8:00 AM - 5:00 PM EST) and Non Business Hours (5:00 PM - 8:00 AM EST)
To be monitored, Validated and escalated Via email. (support@xxxx.biz)
*********************************************************

Advanced Helpdesk CRM/Ticket Tracking Software is included

Backup Management
 Designing backup strategy like online/cloud backup, D2D
backups
 Daily detailed checks to identify errors
 Experienced with most industry leading backup software
 Restart or rerun erroneous backups
 Monday test restores for all weekly full backups
 Escalation of irresolvable errors to onsite team
 Complete Tape/Disk tracking and management

End to End Infrastructure Management
Design/architect IT environment
Mail Server Management
VMWare/Hyper-V Server Management
Firewall and IPSec Tunnel Management
Managed Data Protection Services
UNIX/Linux Server management
Database administration
Cloud Service management & Hybrid
Virtual Desktop Infrastructure (Citrix, VMware, Microsoft)
Intranet and collaboration tools management / DevOps
Business applications management (Salesforce, NetSuite,
Microsoft Dynamics, Microsoft GreatPlains, etc.)

Onsite Support (if required)
 Scheduled onsite visits
 Onsite team works closely with remote team
 Architectural discussions and coordination
with engineers
 Weekly IT meetings
 Emergency onsite visits ($/hr)

Detailed IT Reporting
 SLA compliance reports
 User satisfaction reports
 Weekly Backup reports
 Weekly Uptime reports
 Project progress reports
 Security reports
 Capacity reports
 Change reports

How Transform IT Support its Partner’s End clients
Partner Proposes Remote support as a new service to its clients
 End to End Monitoring device
 Infrastructural remote support
 Partner provides Online / Telephonic support to its clients
 Transform IT’s Will have a dedicated team for Partner at its
Bangalore office
 Transform IT will provide Partner a hunting US telephone Number
(GCC number if provided). The call ends at Transform IT’s remote
support center. Transform IT engineer creates the ticket on the basis
of the call and solves the issue

How Transform IT supports its Partner's end clients
Partner’s clients send tickets which ends at Transform IT dedicated
team who in turn solves the ticket remotely. Or escalate only its
beyond remote
 Partner’s onsite team works with Transform IT remote team for
critical issues where human presence is needed at clients end.
 Transform IT generates Monthly client reports for Partner
 Partner presents the client reports to the company.

Service to Customers on Products like…

Transform IT Customers (Partial List)

Thank you!
Contact:
Savyasachi MJ
sachi@transformitsol.com
+91 9845102548 (India)
Prasanth Konoth
Prasanth@transformitsol.com
+91 9740092479 (India)

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