Dhanush Infosol also formally launched it’s service brand for providing IMS services for Global Solutions called “AsIsT – an Infrastructure Managed Service” for all segments to proactively monitor, manage and, maintain their entire IT Infrastructure. This product was launched by Prof. KN Raja Rao, Principal, RVCE, Mr. Nagaraja, Management Consultant, and, Mr. Raju, Manager – IT, Natural Remedies, Dhanush’s elite clients for more than a decade.

About AsIsT

AsIsT is the Service Product from the house of Dhanush to provide IMS services to the SMEs, Retail Chain of Stores, Malls, Hospitals, Hospitality Industry, Infrastructure companies, Corporate Houses, MNCs, ITES companies and similar industries where the IT is Critical and Complex. AsIsT aims at assuring Up time and Availability of the IT Infrastructure resources at all the times through an agreed stringent SLA. AsIsT Proactively Monitors IT Infrastructure unlike the traditional break fix model. AsIsT is there here to prove “Prevent & Prepare rather Repent & Repair”. Dhanush, an ITSM company follows ITIL processes to provide the services. AsIsT provides Asset Management, Change Management, License Management, Application Management, Patch Management, Vendor Management, 24x7 support, Help desk / Service desk, Reporting on IT Healthiness, Green computing etc.

Mr. Anil Kumar TV, CEO, played an instrumental role in establishing an IT/ITES Services and Enterprise Solutions at Dhanush, introduced Dhanush to the audience by stating “Dhanush established in 1995 as a small Partnership Firm in a humble way from two people and today has grown up ITSM Global company through the AsIsT IMS services. Dhanush has grown up from typical sales and service firm to Single window Solutions company. Dhanush provides Basic IT Infrastructure, Networking, BMS, Project Management, Mailing Solutions, Enterprise solutions, Linux & Windows expertise to name few. Dhanush continuously strives hard in quest of new solutions which provide Value Addition to clients’ existing IT infrastructure and to address the clients’ challenges. Mr. Anil mentioned that Dhanush’s core strength is Relationship and the key success of Dhanush lies in 3Cs - Credibility, Comfort ability and Consistency.

The seminar was presided over by Mr. Bala Giridhar, VP, Wividus Operations – Wipro Technologies, who has more than 30 years of experience in the field of IT and was also the Chief Guest of the seminar. Mr. Naveen Kumar K R, CTO, Dhanush Infosol, an MBA Post Graduate specialized in Finance, is a Tech expert having quantum of knowledge in various Information Technology domains.

Discussion :

1.What are the Major IT Infrastructure Challenges an organization is facing? – Mr. Naveen, CTO, Dhanush

Making use of the IT support to achieve the Business Objectives is bigger challenge and it is not the availability of the technology or ideas alone. IT is a driving force and at the same time it is complex and heterogeneous too. Hiring, Training and Retaining the multiple domain experts and skilled resources is one of those challenges.

2.With your experience how SME segment can address these challenges. Are the SME challenges different from Enterprise? – Mr. Bala Giridhar, VP, Wipro

Basically the IT challenges remain same either it is a big enterprise or small enterprise except the size, scale of operations, business complexity and geographical spread. The main challenges can be categorized in to two parts namely Management of Infrastructure and Management of Information. Under the Management of the Infrastructure you need to make sure the IT resources are available only to the people who needs access to information, in particular to Network, Servers and End Points. In terms of Management of Information, you will have to look into Data Protection and Data Leakage both against internal and external threats. The solutions are BUDR, BCDR, Policy Implementation, Asset Management, Management of Operations, Gateway level security and IT Infrastructure Remote Management. Today, the Management of Infrastructure and Information can be Securely, Remotely and Centrally managed by a NOC. These services can be safely outsourced to an ITSM or IMS service companies. By doing so, organizations can achieve cost benefit, scalability, latest technological tools, secured access and multiple domain skill sets with a committed SLA.

3.How do you differentiate between Traditional Break Fix Service Model and Transitional Infrastructure Management Service Model? – Naveen

Traditional break fix model is used once the damage happened. Whereas Transitional IMS model is pro-active in nature, which acts before the damage occurs to the system. In the Traditional Break fix model the Engineer has to visit or present in the site. While the damage is already happened to the system needs adequate time to rectify. While in the Transitional IMS NOC which is equipped with Knowledgeable and Skilled Engineers who can pro actively understand the problem able to resolve using all the technical skills which is result oriented. In the Traditional break fix it needs multiple engineers with different skill set. It is required to handle multiple vendors. If there are many branches, then the no. of engineers and vendors will increase. Wherein in the IMS model, there is single window to address all these issues. This single window will be responsible starting from Responding till Resolution and Reporting. In IMS model, the client will transfer the difficulty of managing and maintaining complex and multiple domain risk to ITSM provider, unlike holding this risk on their own in the break fix model.

Mr. Bala Giridhar continued by stating that in today’s world the technology has developed so much that hardly any hardware and it requires replacement of those spares. The hardware breakdowns compare to earlier days has come down significantly, about 20% and the O.S. and software breakdowns are about 80%. Then what is the need of multiple engineers spread across the branches? The O.S. and software issues can be sorted out from a central NOC which provides service support to globally spread branches 24x7.

4.When IT Maintenance Outsourced, are the organization's data and infrastructure safe? – Mr. Bala Giridhar

In today’s world the foundation of the whole IT environment believes in communication between the devices. That is how the technology in the applications built today. Besides, there is certain degree of security which is built in the operating system. The Operating System and Application vendors have taken adequate protective measures. But, the client has to take care of the IT Infrastructure when setting up the infrastructure as per his need to connect multiple offices with the security devices which are available like Cyberoam etc. With this the base level Security is in place to protect the IT infrastructure and Information in the organization. Now, the organization should consider the Remote Infrastructure Management Tools. Which works typically on the basis of Manager, which is maintained centrally in the NOC place wherein the Monitoring & Management is done and the Agent tool which is installed in the Desktop, Laptop or a Server. The purpose of this Agent is to have a secure communication with available resources and connection in place. The responsibility of the Agent is to carry the Health Information of the IT Infrastructure which is essential to communicate to the NOC and nothing beyond. Apparently, understanding the complexity and expensiveness to manage the devises onsite with physical skilled resources, all the latest Windows Operating versions are coming out with built-in features which aids Remote management and remote diagnosis. Obviously these operating systems make sure adequate amount of security. When the user give the control to the remote manager for diagnosing the problem in the desktop, the entire transaction happens through a session which the user can see on the screen and the logs on the activity happened are available. These are the safeguards which are there in the remote management services.

5.“Technology is expensive. Not implementing Technology is even more expensive.” Will you agree with this statement?

Mr. Naveen : Organizations from various verticals have the option of focusing either on their core business activities or on the IT service support activities. If the IT services are outsourced and if the organization focus on it’s core business, then it is not expensive. Otherwise, definitely it is expensive.

Mr. Bala Giridhar : If you consider the cost of loosing the data say for example 6 millions, then technology is not definitely not expensive and does not cost 6 millions. Compare the cost of doing and the cost of not doing.

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