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Cloud

ESTABLISHING MANAGED INFRASTRUCTURE FOR A GLOBAL SOFTWARE CONGLOMERATE

A global software conglomerate’s subsidiary that develops and offers innovative software products wanted support to manage its OS, application deployment and production. THE BUSINESS CHALLENGE The organization wanted to establish a managed infrastructure environment by partnering with an experienced technology and consulting services provider who would extend proactive and reactive support to manage their OS, application deployment and production. TECHNOLOGY COMPONENTS Trianz’ Cloud Support Portal THE APPROACH Performed the automation through scripts, tools etc. to enhance efficiency, provide constant monitoring and easy infrastructure management Integrated client-identified DevOps platforms/tools and leveraged with cloud deployment Periodically reviewed and implemented necessary architectural changes Provided necessary feedback towards (cost) optimization as per best practices Load tested a target test infrastructure on need basis to establish performance patterns for performance tuning of infrastructure Provided a cloud support portal login for client’s team to raise support requests and access relevant information about the supported environment

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Cloud, Infrastructure

ENSURING 24/7 AVAILABILITY OF IT INFRASTRUCTURE

One of the largest resellers in a leading online shopping marketplace in India needed help to keep pace with its rapid growth. Existing technologies, information systems and staffing needed to be evaluated regularly. There was also a need to maximize the availability of telephony, email, messaging, network connectivity, business infrastructure, office automation, and process automation systems. The client partnered with Trianz to set up a managed services center to support its IT Infrastructure on AWS, thereby proactively and reactively addressing and resolving issues. We recommended processes that were not only compliant with industry standards and practices, but also rooted in experience with clients worldwide. With a well-defined governance structure and skilled resources across portfolios, Trianz built a managed services center that ensured infrastructure availability on a 24x7x365 basis. We also adopted a phased approach to transition work from in-house support teams to a fully managed services model. THE BUSINESS CHALLENGE Proactive and reactive support was needed to manage IT infrastructure on AWS, as well as govern associated policies, processes, contracts and documentation. TECHNOLOGY COMPONENTS Infrastructure management through Ctrl-Dock Device management on Amazon Web Services (AWS) cloud infrastructure THE APPROACH Studied the existing support structure and practices, including the environment for support and points of contact. Defined the mechanism for on-going support Trianz’ project management and technology teams collaborated with the client to seamlessly transition the business process and production support activities Gained familiarity with client-specific tools, call sharing between the client’s and Trianz’ team, review meetings, and reporting Recommended a core service based on a ‘business as usual’ approach, including streamlined communication, ticketing, and periodic reporting

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Cloud

GLOBAL DATA PLATFORM ON AWS - CLOUD PHASE

A leading global healthcare provider sought to leverage cloud infrastructure to build a secure, scalable and industry-compliant cloud platform that its internal teams can use for large and complex analytics in the US and Europe. The platform must follow the region-wise compliance requirements. The entire engagement encompassed a multi-vendor, multi-region deployment with a tight timeline. THE BUSINESS CHALLENGE The client wanted to build a data analytics platform for its teams to use across Europe and the US. The platform must be flexible, scalable, secure and conform to the regional standards and compliance on healthcare data. TECHNOLOGY COMPONENTS Cloud infrastructure: AWS EMR, EKS, ELK, Glue, MSK, SageMaker (Machine Learning), Lambda, CloudWatch, SNS, EC2, RDS, KMS, S3, Elasticsearch, Cognito, DynamoDB CI/CD tools: Jenkins, Terraform, GitHub, Chef DEVOPS: CONTINUOUS INTEGRATION AND CONTINUOUS DELIVERY Automation - Built CI/CD Jenkins pipelines to deploy AWS cloud components using Infrastructure as code (IaC) - (Git + Terraform). Implemented systems software configuration/patching automation using Chef and Ansible to adhere with client compliance and security controls.

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Security

A SECURITY SOLUTION FIT FOR A GLOBAL SECURITY IMPERATIVES PROVIDER

A leading provider of identity-based data security imperatives to global enterprises, financial institutions and governments needed a comprehensive end-to-end security solution. Trianz deployed a single identity and security profile across the entire identity management, provisioning, infrastructure, workflow, auditing, reporting and self-service capabilities spectrum. Centralized session management was introduced, including support for idle and session timeouts, and real-time user revocation. We also facilitated easy administration and deployment with N-level delegation administration and rules-based access (open and interoperable based on industry standards). Finally, we designed fully conformant interoperable SAML 2.0 identity federation capabilities to provide seamless integration, apart from extending continuous L1, L2 and L3 customer support. THE BUSINESS CHALLENGE Increasing demand for data privacy, mission-critical need to ensure appropriate access to resources across increasingly heterogeneous technology environments, and a need to meet rigorous compliance requirements within critical time-to-market deadlines. TECHNOLOGY COMPONENTS Technologies: Core Java, Servlets, Java Sockets, Jax RS, C++, SSL/certificates, SAML, SOAP, Tomcat, Angular JS, and Axis web services. Repositories: Oracle, MS SQL server, and LDAPs. Tools: Eclipse, JIRA, OpenSSL, GIT, vSphere, Wireshark, etc. THE APPROACH Periodic maintenance and enhancements to stay abreast of evolving technologies and security needs Enabled single sign-on moving from SAML 1.0 to SAML 2.0 Architectural changes to support common deployment tool for the product (supporting multiple platforms and webservers) Revamped GUI for enhanced user experience Enhanced the product to support other single sign-on frameworks - OAuth and OpenID support Rolled out deployments (onsite), post-development maintenance, and enhancements

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Infrastructure

BUSINESS SERVICE MANAGEMENT FOR DEEPER VISIBILITY

A payment processing network operator supporting more than 725 million credit and debit card transactions globally faced an issue of visibility. Due to lack of insight into IT infrastructure and applications and an inability to assess critical incidents in real-time, the company was losing transactions and business. Further, multiple vendor products led to inconsistent support for enterprise monitoring and service management imperatives. Customer escalations were managed through manual spreadsheets, and exhaustive processes without proper catalog for managing software and hardware products added to the problem. Working with key stakeholders, Trianz did an in-depth assessment of existing processes, tools, integration points, and data sources. We then enabled an automated business application mapping solution, as well as automated processes around network related service requests. We developed a custom solution to automate the consumer escalation process, and implemented a service catalog to auto-populate and auto-route requests based on the product. The process for managing incidents and service requests was also standardized and integrated with other client systems/applications for better, more efficient API based interaction. THE BUSINESS CHALLENGE Lack of visibility into IT infrastructure and business applications limited the ability to assess the business impact of critical incidents. TECHNOLOGY COMPONENTS IBM Integrated Control Desk v7.5.1.3, Tivoli Application Dependency and Discovery Manager, BIRT Oracle 11g ALM (Application Lifecycle Management) which is a CA tool THE APPROACH Developed a self-service service catalog to automate building of business applications in TADDM (Tivoli Application Dependency Discovery Manager) through run-book automation. Developed a custom solution that automated all the network-related service requests. Dynamically populates questions based on the request to minimize manual intervention and provide the implementation steps based on the answers provided. Created a custom application and solution that automated the creation of customer escalations received through mail. This application was also built with custom reports and SLAs configured, aiding monitoring and ensuring SLAs were not missed. Designed service catalogs for onboarding. Created automation scripts to pre-populate the values on the offering request, perform required validations on the offering request fields, and assign requests to various groups based on business requirements.

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Infrastructure

IMPLEMENTING ENDPOINT INVENTORY FOR BUSINESS PROFITABILITY

A leading provider of private integrated healthcare delivery systems in the US was struggling with a poor infrastructure discovery process and imperfect application affinity mapping. Consequently, it was unable to assess the impact of critical incidents, leading to a loss in business. As part of the engagement, Trianz implemented several best practices, from the client’s processes as well as the tools perspective, and also reduced the incidents tally to close to zero without production outages. THE BUSINESS CHALLENGE The organization needed to implement an Endpoint Inventory solution to address is problems of poor infrastructure discovery and application affinity mapping. The objective was to accurately assess the impact of critical incidents which were otherwise leading to a loss in transactions, and consequently, of business. TECHNOLOGY COMPONENTS Tivoli Application Dependency Discovery Manager [TADDM] Tivoli Asset Discovery for Distributed [TAD4D] BigFix and BigFix Inventory THE APPROACH Developed an execution roadmap sequencing the implementation of technology stacks based on the client’s business priorities Conducted workshops with business and IT stakeholders to understand challenges/ business needs Assessed existing processes, tools, integration points, and data sources Designed the TADDM architecture which consisted of five Secondary Storage Servers and 14 Discovery Servers Standardized the process for managing incidents and service requests Implemented monitoring solutions, further reducing the duplicate events count and improving operational efficiency of software products

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Infrastructure

CAPITALIZING ON DIGITAL FLEXIBILITY!

A leading provider of co-location data center imperatives for enterprises across the globe needed a scalable and reliable support model to manage their internal IT infrastructure. We developed a game plan to introduce process improvements, and implement an ITIL Framework, instilling best practices and governance for backup monitoring, troubleshooting, service restoration, and the resolution of hardware failures. By deploying a systems operations center and a network operations center, we enhanced their business continuity and operational efficiency with a remarkable turnaround time. The Business Challenge To keep up the rapid pace of technology and stay ahead of the competition. This company was also looking to set up scalable support to efficiently manage its IT infrastructure and network infrastructure on a 24x 7 basis. Technology Components Windows Linux AIX Solaris ScienceLogic ScienceLogic ServiceNow Solarwinds Wireshark Cisco Juniper Palo Alto Networks Brocade Meriki The Approach Setup ITIL compliant process for systems operations center and network operations center to effectively manage and resolve tickets as per SLAs. Instilled process improvements for incident management and resolved major issues by directly collaborating with OEM vendors. Streamlined the communication process with key stakeholders within the organization.

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Infrastructure

ENTERPRISE MONITORING & MANAGED SERVICES FOR LARGE HEALTHCARE DELIVERY ORGANIZATION

One of the three largest US  integrated managed care consortiums. Over 7000 beds, 209,000 employees, 21,250 physicians, and 39 medical centers, across the US. The enterprise currently runs with 30,00 servers with an IT employee strength of 700 FTE. FUTURE STATE VISION A unified infrastructure monitoring environment that integrates with multiple sources of information about events with self-healing of systems and auto-remediation of incidents. Managed services includes monitoring tools; analysis and identification of the root cause of  incidents; and implementation of security recommendations. THE BUSINESS CHALLENGE Manual processes and growing scale of the environment was overloading IT staff, resulting in very long time (approximately 3 days) to resolve critical incidents and growing backlog (~1000) of work requests Low level of integration of multiple tools and siloed repositories of information (CMDB, incident logs, ITOM) made it difficult to correctly diagnose and resolve incidents first time, resulting significant rework effort and time to close incidents IT staff consumed with reactive tasks leaving no time for process improvement BUSINESS OBJECTIVES Increase customer satisfaction level by reducing manual operation errors, and ensure the resolution of incidents within the committed SLA Increase visibility and reporting to SLA metrics and elimination of aged backlog work Reduction in human error related to manual tasks, and also improve efficiency through targeted automation and integrations. KEY DELIVERABLES Integrated existing monitoring and incident management tools (IBM and Netcool monitoring, BMC Remedy/ServiceNow) into a centralized event management system Implemented auto-remediation of events using IPSoft, self healing by Netcool & IP-Center AI integrated with ServiceNow. Developed correlation rules within Netcool to de-duplicate events Validated automation logic and created SOP documents for IPSoft to support continuous development of automation scripts. THE APPROACH Performed workshops with business and IT stakeholders to identify people, process, tool issues and desired outcomes Create future state architecture and end-state visualization for an integrated solution Staffed a blended team of client and Trianz onshore/offshore resources to reduce backlogged requests Managed monitoring infrastructure as a service

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Infrastructure

CONSOLIDATING INFORMATION TO IMPROVE IT EFFECTIVENESS

A leading school district in Georgia, U.S., was using a helpdesk system with no automation, and no authorized process to track IT assets spread across more than 100 sites. Frequent changes to infrastructure caused unanticipated outages, and lack of a well-defined process to resolve such incidents resulted in frequent SLA breaches. The client partnered with Trianz to map applications, as well as organize and consolidate information to enable effective service management. Trianz installed and configured the IBM Tivoli Application Dependency Discovery Manager (TADDM) solution to discover a complex infrastructure with multiple firewalls, air gaps and hardened security. We also implemented ITSM operational and process management tools, including endpoint management, configuration and change management, in addition to integrating TADDM and IBM’s BigFix solution to populate Configuration Management Database (CMDB). Additionally, Trianz developed a process to automate impact analysis and view Request for Change (RFC) details from the TADDM application. Rolling out IBM Endpoint Manager (BigFix) was critical to ensuring all hardware and software assets and their usage across sites were tracked in a centralized repository. The Business Challenge A reliable source of data was needed to accurately track IT assets and a dearth of well-defined processes to analyze and resolve critical outages. Technology COMPONENTS IBM Tivoli Application Dependency and Discovery Manager IBM Control Desk IBM Endpoint Manager (BigFix) The Approach Rolled out a service management and application affinity solution in a phased approach. Initial focus was to build an authorized asset repository for an end-to-end integrated service management solution. Implementation was completed within 9 months of kick off. Performed a steady state run and maintenance for another 2 years before transitioning the engagement to client personnel. The solution has been deployed across more than 100 sites within the state of GA, and is the primary help desk and asset management solution for the school district. Trianz ensured sufficient training to IT and non-IT users within the first few weeks of solution go-live.

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Business Apps

CREATING A MODEL FOR GLOBAL REVENUE ASSURANCE

A global network equipment manufacturing company envisioned establishing a strong, auditable revenue assurance processes and controls for its sales organization. For strategic deals, the client’s sales organization had the power to create non-standard arrangements. As a result, sales contracts may cover multi-year products and services and may have dual or even multiple sales contracts—including unique volume purchase agreements, rights of return, demo evaluations, special acceptance terms, and other exceptional terms and conditions. Due to non-standard sales deals, the existing processes and controls could not consistently capture all revenue deferrals. And with disparate processes and different business owners in the sales lifecycle, the client could not determine the revenue streams and establish proper evidence of revenue, or verify whether the deferred revenue for nonstandard terms was being treated by their policies. To build a robust revenue assurance framework, our team of consultants first established work groups to channel contracts and orders through reviewing, identifying non-standard terms and conditions, confirming revenue-impacting terms, matching orders to contracts and ensuring internal systems and processes captured appropriate deferrals. We further segmented revenue based on geography, deal sizes, and standard vs. non-standard terms and conditions to conduct a comprehensive contract, customer and transaction review. Trianz experts collaborated with a team of over 90 controllers worldwide to review exceptions and enable decision-making around revenue recognition and reserves policies. THE BUSINESS CHALLENGE To track and measure revenue across the lifecycle of complex non-standard deals, the client needed a robust revenue assurance model and a technology platform to automate related finance processes. THE APPROACH Ensured proper revenue documentation and treatment by performing contract reviews, order matching, system checking, and by interviewing the client's controllers to discuss and uncover problems. Sustained existing controls and defining long-term remediation for future process improvements that would be aligned with the client's IT strategy.

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Business Apps

STREAMLINED OPERATIONS THROUGH INCREASED COLLABORATION

A US-based tier 1 real estate debt and equity investment company had issues with disparate business practices across divisions. Dependence on physical documents and manual processes resulted in duplicated efforts and data inconsistencies. Additionally, limited collaboration and snail mail communication with external partners increased turnaround times. Lack of a centralized structured data and reporting had further limited the management’s visibly into processes. The client partnered with Trianz to build a solution to streamline operations for its real estate investment division. Trianz digitized document archival and retrieval, automated workflows for core processes, built self-service portals for borrowers, and enabled dashboard and reports for executives. THE BUSINESS CHALLENGE Disparate systems and manual processes hampered the management’s visibility into the deal lifecycle and its ability to make informed investment decisions. Further lack of collaboration with external stakeholders had increased turnaround times. TECHNOLOGY COMPONENTS ASP.NET SharePoint 2010 Custom Controls THE APPROACH Implemented a centralized business process management system that captures all pertinent data from deal submission to deal funding of deals. Established workflow- enabled processes for administration of loans from its inception to maturity. Created a centralized document repository with a search feature and the ability to share and collaborate with external parties. Digitized calculators for use at every stage of the deal lifecycle to accurately calculate yield and other critical parameters. Built an online self-service portal for borrowers to seamlessly access current and historical statements—and a centralized dashboard with reporting for executive management TRANSFORMATIONAL EFFECTS Elimination of manual efforts with improved accuracy and process efficiency Improved visibility into status of each transaction throughout deal life cycle Increased deal acquisition with the ability to process high number of deals Management ability to analyze trends and make informed investment decision Improved collaboration with external parties resulted in faster deal closures

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Business Apps

BRINGING SMART-CLIENT AUTOMATION TO THE FIELD

A home security surveillance solutions provider had challenges with data synchronization and user-based security of mobile applications used by field service personnel. Lack of intuitive, lightweight applications and limited connectivity options both increased cost and hampered productivity. To allow for systematic coupling of technician payroll time and related job time, the client partnered with Trianz to develop an SOA-enabled smart-client application. This application had a self-version upgradation feature, and consumed minimal wireless bandwidth. The application was built leveraging Microsoft technologies, design patterns and Microsoft’s best pattern and practices. It integrates seamlessly with handheld barcode scanners, and provides real-time insights into equipment inventory to increase technician’s productivity on the field. THE BUSINESS CHALLENGE Client needed an intuitive, secure mobile application that improves productivity of field service technicians’ while reducing operating cost. TECHNOLOGY COMPONENTS Microsoft Dynamics MASterMind Integrated Software Platform MASterMind Integrated Software Platform THE APPROACH Developed a SOA-enabled smart-client application, by adhering to International Standard ISO/ IEC 17799:2000 and PCI Security Standard. Phased out the existing Windows CE based solution while rolling out the new solutions Requirements gathering was done at client’s location, whereas analysis, design, coding and testing was carried out at Trianz’s offshore development center.

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Business Apps

IMPROVED PROCESS EFFICIENCY WITH DIGITIZED WORKFLOWS

A Tier 1 insurance company needed a centralized workflow system to create and maintain mortgage loan transactions. Their old processes generated excessive paperwork, making tracking status and reconciling data both time consuming and inefficient. With only a fraction of documents digitized, hard copies of loan documents were stored in vaults. Further manual reconciliation led to costly inconsistencies and lack of transparency. Trianz implemented a centralized workflow system with the ability to create, index, archive, and retrieve mortgage documents and communications. Configured an audit trail to seamlessly track documents at various stages. Enabled users to quickly estimate payments with an online loan calculator. Then added a centralized reporting dashboard to make the process transparent. The result? Faster, more effective decision-making related to mortgages, and beyond. THE BUSINESS CHALLENGE Lack of digitization and manual reconciliation lead to inefficiencies, inconsistencies, and lack of transparency in loan administration, accounting, tech services, and field offices. TECHNOLOGY COMPONENTS ASP.NET, SharePoint 2010, Telerik Controls, and Quartz.NET. THE APPROACH Configured workflow with pre-defined events, tasks and subtasks Executed delegation component for parallel processing Built enterprise search feature to fetch deal documents Enabled entitlement implementation based on roles Created SharePoint repository for easy document migration Established centralized dashboard with reporting and charting

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Business Apps

TAILORING AN ECOMMERCE EXPERIENCE

A reputed Indian textile manufacturer wanted to become a leading consumer lifestyle player in the digital space by engaging in several globally scalable business models. Trianz was chosen to build India’s first omnichannel fashion shopping experience by seamlessly integrating clicks with bricks. Trianz was instrumental in providing the client with omnichannel strategy, store digitalization, and an experiential retail experience by combining technology with fashion and style. We successfully developed an e-commerce web application for their technology and fashion hybrid online arm. We enabled a seamless experience across web browsers, developed technology adoption strategies, established key compliance objectives, built product architecture and design, and allowed secure best practices and guidelines. Trianz was also responsible for the roll out, deployments, and post-development maintenance and enhancements, including automated test suite development and manual testing. The Business Challenge Build a world-class customer lifestyle organization by leveraging digital technologies to offer a seamless, personalized omnichannel shopping experience. Technology COMPONENTS PHP, Java, Apache Tomcat, MySQL-Server, JavaScript UI – AngularJS, Bootstrap, BackboneJS, KnockoutJS, jQuery, HTML5, CSS3, JSON The Approach Enabled browsing and customization of garments from over 10,000 fabrics, innumerable style possibilities such as personalized monograms, suit lapels, shirt cuffs, fittings, etc. Built a customization studio that allowed customers to see their garment customizations in digital 3D format before stitching. Introduced flexible authentication, including enhanced identification. Introduced Single Sign-On (SSO) to web applications.

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Business Apps, Security

ENRICHED AND SECURED USER EXPERIENCE

A global leader in the security and protection industry was interested in digitizing their B2B customer interactions to improve their customer experience, increase revenue, and reduce the cost of both, infrastructure maintenance and administration. By not having an intuitive system in place, the company’s customers were experiencing inconsistent interactions and turning to other sources. The client partnered with us to build self-service portals and region-specific marketing sites. A responsive design allowed the company to provide a seamless user experience and further integrate their content management system. A user management system and SSO with multi-factor authentication was enabled to secure access across devices and locations. We also facilitated infrastructure sizing, consolidation and hosting for multiple countries with seamless monitoring, logging, and reporting. Finally, analytics were employed to track customers, interactions, and marketing metrics while improving overall Customer Experience. The Business Challenge Customers around the globe were experiencing inconsistencies on the client’s websites and portals while authentication processes provided only limited accessibility. This combination of issues resulted in pileups of unresolved issues and spikes in service calls. Technology Components Liferay, Oracle, Okta – SSO, BizTalk, Dynatrace (monitoring, logging, and reporting), Apache Ant, Eclipse, Liferay MVC portlet The Approach Developed geo-specific marketing portals leveraging content management system Hosted environment in a centralized Liferay 6.2 for seamless experience Enabled application integration including complex workflows Used federated identity management for secure access Build portal interface using ESB pulling information from downstream systems Developed responsive design to support access from multiple devices Built real-time reports and analytics Transformational Effects Redesigned online interactions improved user experience, increasing daily site visits by 30%. The number of help desk calls was reduced 60%, dropping the number of expired credentials tickets by 90%. 25% lower infrastructure costs paved the way for new technology like instant alerts for suspicious activity.

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Cloud

ESTABLISHING MANAGED INFRASTRUCTURE FOR A GLOBAL SOFTWARE CONGLOMERATE

A global software conglomerate’s subsidiary that develops and offers innovative software products wanted support to manage its OS, application deployment and production. THE BUSINESS CHALLENGE The organization wanted to establish a managed infrastructure environment by partnering with an experienced technology and consulting services provider who would extend proactive and reactive support to manage their OS, application deployment and production. TECHNOLOGY COMPONENTS Trianz’ Cloud Support Portal THE APPROACH Performed the automation through scripts, tools etc. to enhance efficiency, provide constant monitoring and easy infrastructure management Integrated client-identified DevOps platforms/tools and leveraged with cloud deployment Periodically reviewed and implemented necessary architectural changes Provided necessary feedback towards (cost) optimization as per best practices Load tested a target test infrastructure on need basis to establish performance patterns for performance tuning of infrastructure Provided a cloud support portal login for client’s team to raise support requests and access relevant information about the supported environment

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Cloud, Infrastructure

ENSURING 24/7 AVAILABILITY OF IT INFRASTRUCTURE

One of the largest resellers in a leading online shopping marketplace in India needed help to keep pace with its rapid growth. Existing technologies, information systems and staffing needed to be evaluated regularly. There was also a need to maximize the availability of telephony, email, messaging, network connectivity, business infrastructure, office automation, and process automation systems. The client partnered with Trianz to set up a managed services center to support its IT Infrastructure on AWS, thereby proactively and reactively addressing and resolving issues. We recommended processes that were not only compliant with industry standards and practices, but also rooted in experience with clients worldwide. With a well-defined governance structure and skilled resources across portfolios, Trianz built a managed services center that ensured infrastructure availability on a 24x7x365 basis. We also adopted a phased approach to transition work from in-house support teams to a fully managed services model. THE BUSINESS CHALLENGE Proactive and reactive support was needed to manage IT infrastructure on AWS, as well as govern associated policies, processes, contracts and documentation. TECHNOLOGY COMPONENTS Infrastructure management through Ctrl-Dock Device management on Amazon Web Services (AWS) cloud infrastructure THE APPROACH Studied the existing support structure and practices, including the environment for support and points of contact. Defined the mechanism for on-going support Trianz’ project management and technology teams collaborated with the client to seamlessly transition the business process and production support activities Gained familiarity with client-specific tools, call sharing between the client’s and Trianz’ team, review meetings, and reporting Recommended a core service based on a ‘business as usual’ approach, including streamlined communication, ticketing, and periodic reporting

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Cloud

GLOBAL DATA PLATFORM ON AWS - CLOUD PHASE

A leading global healthcare provider sought to leverage cloud infrastructure to build a secure, scalable and industry-compliant cloud platform that its internal teams can use for large and complex analytics in the US and Europe. The platform must follow the region-wise compliance requirements. The entire engagement encompassed a multi-vendor, multi-region deployment with a tight timeline. THE BUSINESS CHALLENGE The client wanted to build a data analytics platform for its teams to use across Europe and the US. The platform must be flexible, scalable, secure and conform to the regional standards and compliance on healthcare data. TECHNOLOGY COMPONENTS Cloud infrastructure: AWS EMR, EKS, ELK, Glue, MSK, SageMaker (Machine Learning), Lambda, CloudWatch, SNS, EC2, RDS, KMS, S3, Elasticsearch, Cognito, DynamoDB CI/CD tools: Jenkins, Terraform, GitHub, Chef DEVOPS: CONTINUOUS INTEGRATION AND CONTINUOUS DELIVERY Automation - Built CI/CD Jenkins pipelines to deploy AWS cloud components using Infrastructure as code (IaC) - (Git + Terraform). Implemented systems software configuration/patching automation using Chef and Ansible to adhere with client compliance and security controls.

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Cloud

TEST AUTOMATION OF A CLOUDIFIED PRODUCT

A world leader in securing digital identities and information through software products needed an automation framework to streamline its regression testing. THE BUSINESS CHALLENGE The organization’s business-critical security product needed frequent releases to support a wide range of platforms and related versions. The manual execution of regression tests for all the combinations was leading to increased test efforts and delayed regression test cycle time. The risk of human error during manual regression testing was also leading to customer dis-satisfaction. TECHNOLOGY COMPONENTS Automated regression testing framework using Telerik Test Studio and Jenkins THE APPROACH Evaluated various test automation frameworks before finalizing on the most suitable framework for the product Completely automated DevOps process to automate build, deploy and test Reduced complexity of XML-based input data for regressing testing Peer reviewed automation scripts to ensure all quality aspects were adhered to

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Cloud

CLOUD AUTOMATION, SECURITY AND MANAGED SERVICES

Re-architecture of AWS Environment, Build infrastructure as a code, Implementation of security controls & Infrastructure Managed services ServiceMax is one of the world’s leading providers of field service management software for equipment manufacturers and service providers. ServiceMax’s AWS Cloud-based SaaS solution processes more than a million work orders per month, scheduling more than 300,000 technicians worldwide and managing 150 million customer devices. Trianz was selected to re-architect and manage ServiceMax’s existing AWS environment to achieve higher levels of performance, security and availability. BUSINESS CHALLENGE Trianz adopted the following phased implementation approach: The existing AWS implementation was not meeting customer requirements with respect to performance, scalability, and security measures. TECHNOLOGY COMPONENTS AWS Services: Amazon Amazon Inspector, AWS WAF, AWS Certificate Manager, AWS Shield, AWS IAM, AWS Security Hub, Amazon VPC, Amazon EC2, Amazon EC2 Elastic Load Balancing, Amazon s3, Amazon EBS, Amazon Route53, Amazon CloudFront, Amazon CloudWatch, Amazon AWS Config, AWS Amazon RDS, AWS Lambda 3 party Apps: Sumologic, Qualys, Pritunl VPN, Wazuh, AVI, Suricata, and Splunk Other tools: Terraform, Python, GitHub, and Jenkins APPROACH Re-designed the infrastructure with AWS best practices including 'Infrastructure as Code' Developed Terraform modules to deploy the entire infrastructure, making it scalable and flexible. Introduced hub-spoke architecture and deployments for increased resilience Security best practices introduced considering boundary defense, CIS hardening, endpoint security, credential management, MFA, monitoring, auditing, logging, certificate and key management, and vulnerability management. The client was seeking a partner to explore the use of a cloud platform as a key strategy to address infrastructure growth needs and in the given context, has initiated of the Amazon Web Services (AWS) Cloud platform. with the client to help explore the possibilities of executing a time bound, object-oriented, proof-of-concept based deployment on AWS.

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Cloud

ON-PREMISES DATA CENTER TO CLOUD

A leading Indian non-alcoholic beverage multinational company engaged in the trading, production and distribution of tea, coffee and water, partnered with Trianz for a time bound, object-oriented, proof-of-concept deployment on AWS to establish the fitment of the platform in its environment. THE BUSINESS CHALLENGE The client was seeking a partner to explore the use of a cloud platform as a key strategy to address infrastructure growth needs and in the given context, has initiated evaluation of the Amazon Web Services (AWS) Cloud platform. Trianz engaged with the client to help explore the possibilities of executing a time bound, object-oriented, proof-of-concept based deployment on AWS. TECHNOLOGY COMPONENTS MS SQL, Native MS SQL Log Shipping, OpenVPN, and AWS VPN Gateway THE APPROACH Trianz adopted the following phased implementation approach: Base Implementation Implementation of base infrastructure on AWS in line with AWS best practices Migration assessment Understanding RPO and RTO requirements, Infrastructure analysis execution Implementation Based on the information gathered during Phase 2, a detailed implementation / migration plan was arrived at for final migration that included final solution architecture, consolidation / separation as required, VPN connectivity, projected costing in AWS for the workload, etc

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Cloud

MIGRATING FROM A PRIVATE DATA CENTER TO AWS

An Indian FMCG company’s SAP solution was hosted on datacentre of a large internet solution providers. The client engaged Trianz to move its workload from existing data center to AWS. THE BUSINESS CHALLENGE The client was experiencing issues with post-sales support, performance, and stability, with the existing service provider. Lack of documentation makes it difficult to understand the current deployment architecture. The client wanted to migrate to AWS through a tool with no manual intervention, at the same time maintaining existing security standards for data in transit over the internet. TECHNOLOGY COMPONENTS CloudTrail for audit trail purposes IAM for Role-Based Access Control VPC for hosting the solution Security groups for firewalling EC2 for compute THE APPROACH Trianz has executed the application stack migration using third party tool to replicate the application at block level of data from datacenter to AWS EC2 instance

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Cloud, Analytics

TRANSFORMING BUSINESS AND IT OPERATIONS THROUGH LARGE SCALE MIGRATION TO PUBLIC CLOUD

A Fortune 500 global insurance company wanted to migrate the majority of its business applications and infrastructure workloads to the public cloud. With data spread across multiple platforms and geographies, manual collation and reconciliation was leading to inconsistent information, preventing real-time insight into revenue and profitability. When one of its largest business units decided to reduce operating costs, the client opted to migrate 70% of all its information management data. This required moving associated applications, infrastructure, development, and support programs to the public cloud within the next three years. After a competitive process, Trianz was chosen to join the program governance team consisting of business and IT leadership from the client’s side, and a technology support team from AWS. Trianz deployed a unique model for execution where agile teams worked in parallel with business leads and IT managers, while simultaneously leveraging Trianz’ proprietary TCO Calculator and an accelerated migration planning methodology. The resulting robust, end-to-end strategy included prioritization of over 80 use cases based on business value generation by cloud migration. Ultimately, Trianz built a cloud reference architecture, a financial framework, and a roadmap aligned with business goals. The Business Challenge Inconsistent manual processes and data spread across disparate systems had created a lack of real-time visibility into the client’s revenue and profitability, and raised operating costs. TECHNOLOGY COMPONENTS Informatica Powercenter Netezza (PDA) Qlik Aginity Cognos Framework Cognos Active Reports THE APPROACH Identified business use cases, assessed complexity and value from migration to cloud Defined a conceptual cloud reference architecture on AWS to meet business and IT goals Evaluated and prioritized use cases depending on complexity and business value Started with data analysis and profiling across geographies and LOBs Conducted workshops to facilitate decisions and agreement on common definitions Centralized all source data in a staging area and built data tree Developed proof of concept for two countries and later extended to 10 other countries Rolled out enterprise data warehouse to include auto lines of business across all countries

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Cloud, Infrastructure

A BLUEPRINT FOR SHARED SERVICES ON CLOUD

A leading healthcare insurance provider in the US sought to leverage cloud infrastructure to optimize its portfolio while driving resource and cost efficiencies. To mature into a Platform as a Service (PaaS) provider, the client needed a hybrid cloud strategy and a hybrid cloud environment with automated deployments and workload brokering for all of its affiliates. Trianz built cloud reference architecture and a roadmap for scaled maturity growth in infrastructure, platform provisioning, orchestration and operations. To ensure the roadmap was aligned with the client’s themes and core objectives, we first identified the short-term tactical wins and the long-term strategic objectives through an in-depth assessment. From there, Trianz further helped define the automation goals, organization change management needs, skills gaps, and training required to enable transformation. THE BUSINESS CHALLENGE The client was transitioning to more centralized hybrid cloud architecture, requiring changes to platforms, processes, and organizational decision-making. A scalable and flexible shared services platform was needed—one that leveraged hybrid cloud and automation tools to seamlessly orchestrate transactions across affiliates, and provide a single window of service to end clients. TECHNOLOGY STACK Current infrastructure: Cisco UCS compute and network hardware Current Storage: EMC and NetApp solutions Current Virtualization: ESX tools ServiceNow MS Sharepoint THE APPROACH Conducted workshops and surveys to assess the current state of infrastructure, processes, teams, and costs Developed a prioritization framework to balance requirements against near-term focus and long-term objectives Recommended process improvements, frameworks, and training to remediate gaps across key focus areas Presented options for scaling - private fully shared, affiliate dedicated and shared-captive hybrid Determined the recommended approach using parameters like compliance, organizational readiness, charge back models, and automation scope Understood core services and models to enable automated fulfillment Designed processes with shared responsibility to provide data between requesters and fulfillers

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Cloud

CREATING A HIPAA-COMPLIANT ENVIRONMENT

A leading Indian non-alcoholic beverage multinational company engaged in the trading, production and distribution of tea, coffee and water, partnered with Trianz for a time bound, object-oriented, proof-of-concept deployment on AWS to establish the fitment of the platform in its environment. THE BUSINESS CHALLENGE The client was seeking a partner to explore the use of a cloud platform as a key strategy to address infrastructure growth needs and in the given context, has initiated evaluation of the Amazon Web Services (AWS) Cloud platform. Trianz engaged with the client to help explore the possibilities of executing a time bound, object-oriented, proof-of-concept based deployment on AWS. TECHNOLOGY COMPONENTS MS SQL, Native MS SQL Log Shipping, OpenVPN, and AWS VPN Gateway THE APPROACH Trianz adopted the following phased implementation approach: Base Implementation Implementation of base infrastructure on AWS in line with AWS best practices Migration assessment Understanding RPO and RTO requirements, Infrastructure analysis execution Implementation Based on the information gathered during Phase 2, a detailed implementation / migration plan was arrived at for final migration that included final solution architecture, consolidation / separation as required, VPN connectivity, projected costing in AWS for the workload, etc

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Cloud

INFRASTRUCTURE MIGRATION

Subsidiary of a global software giant, that develops innovative software products and offers them on premise or as cloud-hosted business platforms, needed to migrate its infrastructure from a public cloud to AWS. THE BUSINESS CHALLENGE The client was unable to scale the infrastructure and found it difficult to host the multitenant solution on existing cloud platform. Lack of a central security management system and a limited understanding of current deployment architecture from available documentation also increased the challenge. TECHNOLOGY COMPONENTS CloudTrail for audit trail purposes IAM for Role-Based Access Control VPC for hosting the solution Security Groups for firewalling EC2 for compute ELB for load balancing IaaS upgraded to PaaS MySQL on Cloud VM to AWS RDS MySQL NATing offloaded to AWS NAT Gateway Object storage offloaded to S3 CloudWatch for monitoring and alerting THE APPROACH Scalable, architecture-based deployment Multiple availability zones created to enable high availability Central services VPC to host shared services Multiple dedicated application-specific VPCs Application stack was rebuilt by application team

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Cloud

ENABLING CLOUD AUTOMATION INFRASTRUCTURE

TSYS, a leading provider of payment processing, merchant, and related payment services to financial and nonfinancial institutions. The aim was to build a reliable technology infrastructure to facilitate automation, decrease the cost of operations, minimize the downtime, enhance security infrastructure, improve network scalability and performance. Amazon Web Services (AWS) was chosen to fulfill its requirements after a rigorous review process, and Trianz was the partner for executing the same. The combination of a cloud agnostics automation process and agile methodology helped track and achieve day-to-day deliverables while complying with the industry best practices. Opting AWS helped the client achieved continuous delivery through built-in DevOps capabilities, in addition to integration with Jenkins and platforms/ tools identified and leveraged by it within cloud deployment. The project helped in streamlining the new hire onboarding process, auto-routing those requests, reducing manual effort, integration of on-premise cost model tool on Cloud using tagging technology, and enhanced visibility into software-hardware allocations and capacity monitoring. THE BUSINESS CHALLENGE The organization needed to build a dependable, robust and secure technology infrastructure that could: Facilitate script automation to eliminate manual process-related errors Reduce the cost of operations, as need for bandwidth means more complexity and increased operational expense Minimize downtime to prevent revenue loss, as network outages significantly disrupt business operations, adversely impacting customer loyalty Protect enterprise data to tackle the ever-increasing threat of cyber-attacks and data breaches incidents Scale the network to equip it for future ‘on demand’ growth needed to manage changes in real time Enhance network performance through agile applications that can handle dynamic bandwidth needs and network topology changes TECHNOLOGY COMPONENTS AWS, Jira 7, Splunk, Git bucket, Jenkins THE APPROACH Adopted Agile methodology to track and achieve day-to-day deliverables Created POC for multiple cloud framework models to meet business requirements for multiple line of business Developed Cloud agnostics automation process (Infrastructure as a Code) through scripts like Terraform, Python, Cloud formation, etc | Improved deliverables’ efficiency, monitoring and infrastructure management Enabled continuous delivery with built-in DevOps capabilities; integration with Jenkins and platforms/ tools identified and leveraged by client within cloud deployment Guided client on implementing industry best practices while meeting deliverables’ timelines Periodically reviewed architecture and provided necessary feedback towards (cost) optimization as per best practices and industry recommendations Provided portal login and cloud support portal to help the client raise support requests and have access to relevant information about the supported environment

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Cloud, Analytics

ENABLING A NEXT-GEN OPERATIONS DATA STORE

A Fortune 100 P&C insurer in the US needed low-cost infrastructure and analytic solutions to deploy a next-gen operational data source. Their needs were further complicated by slow development life cycles, limited data processing capability, and heavy dependence on IT. To establish state-of-the-art, next-generation operational data store and analytics solutions, the client first needed to count the costs of a big data platform on cloud After thoroughly evaluating the client's existing analytics landscape and infrastructure and analyzing data points, Trianz accurately estimated the total cost of ownership (TCO), and defined a roadmap to deploy Hortonworks Data Platform on AWS Cloud. THE BUSINESS CHALLENGE With migration of existing applications to event-based architecture, the client needed low-cost infrastructure and analytic solutions to deploy next-generation ODS. Further slow development life cycles, bath processing of data and heavy reliance on IT added to the challenge. TECHNOLOGY COMPONENTS Hortonworks Data Platform (HDP) on AWS EC2 Hadoop deployment on AWS Simple Storage Service (S3), Elastic Block Store (EBS) & AWS EC2 Instance Store (ephemeral storage) THE APPROACH Administered questionnaire, conducted executive interviews and workshops to uncover key issues and gather data points Using our proprietary calculator the TCO for Hadoop deployed as a web service was compared with Hortonworks Data Platform (HDP) deployed on AWS infrastructure (AWS Elastic Compute Cloud - EC2) Proposed Simple Storage Service (S3), Elastic Block Store (EBS) and AWS EC2 instance store (ephemeral storage) as options for AWS storage in the Hadoop deployment architectures

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Cloud

BUILDING A PCI-DSS COMPLIANT REWARDS MANAGEMENT PLATFORM ON THE CLOUD

Reward360 Global Services is a premier Loyalty Technology and Solutions Company. It wanted to develop a PCI-DSS compliant rewards management platform for banks in the country. THE BUSINESS CHALLENGE To design and build a loyalty management platform on the public cloud that would not only comply with stringent auditing requirements but also be scalable to other businesses TECHNOLOGY COMPONENTS Linux, Apache/Nginx/PHP/NodeJS, MySQL/MongoDB, Redis Cache, Application Load Balancers, Web Application Firewall, Application and host level Logging – ELK Stack, File Finger printing – OSSEC, Security Incident Event Management – OSSEC, Cloud API log – AWS CloudTrail, Alert notification – AWS Simple Notification Service, IP whitelisting – AWS VPC Security Group, Layer 7 – Web Application Firewall, Host level firewall – iptables Vulnerability assessment – VAPT (OpenVAS + Nessus), Data in Transit encryption HTTPS – SSL Certificates THE APPROACH Suggested and implemented a templatized cookie cutter model for predictable deployment on AWS Cloud due to the repetitive nature of audit requirements with the banking business Made significant changes to the application architecture to accommodate compliance controls at various layers of the platform and to facilitate platform scalability Leveraged a combination of various AWS services, open source solutions, and third party solutions to achieve the necessary compliance Redesigned and redeployed the environment on AWS

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Analytics

ENABLING DATA ACCESS, INTEGRATION, ANALYSIS & REPORTING

A not-for-profit organization dedicated to promoting patient safety by enhancing provider quality in the field of nurse anesthesia through development and implementation of credentialing programs, experienced difficulty in accessing and trusting their data, which primarily revolved around the nurse population and test results. THE BUSINESS CHALLENGE Creating reports for consumption was a difficult process for the average user, and as a result, they had to rely on third-party Aptify consultants to simply pull data they wanted to see. Multiple variations of the same reports had been created over time, and different users were utilizing different reports. Client wanted to centralize their data to ensure its integrity as well as make it easily accessible and consumable for end-users. The client was seeking the ability to integrate and analyze test-item data with their nurse and exam-level data, which they had never done before, and which was not possible in Aptify’s ERP solution environment. TECHNOLOGY COMPONENTS Microsoft SQL Server 2016, SSIS, Microsoft Azure and Tableau (Desktop, Online, Bridge) THE APPROACH Trianz adopted a two-phased approach for providing a “Lean EDW” solution with Tableau reporting capabilities. The first phase involved the build and implementation of a Microsoft SQL Server EDW that was configured in a Microsoft Azure environment. Tableau Bridge was used to allow automated refreshes, as the underlying data was hosted in a private environment in Azure. Subject area-based views were created to facilitate intuitive querying and reporting capabilities. Initially, Despite initial consideration Trianz implemented a new EDW due to the need to integrate item-level test data from separate third-party testing vendors. The second phase involves incorporating test item-level data into the EDW. This data was sourced from two primary vendors, Pearson Vue and Castle. No enterprise-level dashboards were built during this phase, but weekly Tableau training sessions were held for all Tableau users to encourage ad-hoc analysis and self-service analytics.

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Analytics

STRATEGY, DEVELOPMENT AND IMPLEMENTATION OF AN ENTERPRISE DATA WAREHOUSE AND BUSINESS INTELLIGENCE ENVIRONMENT

A reputed university in the US looking for a new series of computing systems to replace its legacy environment. It needed to develop best practice solutions and strategies to provide timely and accurate access to information to track and manage registration, financial aid, grades, grants, purchases, and staff compensation. THE BUSINESS CHALLENGE The university required analytical capabilities and skills to facilitate information access, reporting, analysis and distribution and replace its legacy environment that used a set of paper reports from siloed legacy systems that were often untimely and contained conflicting data. TECHNOLOGY COMPONENTS Oracle, BusinessObjects, Cognos and Informatica. THE APPROACH Trianz was engaged by the university to develop the overall strategy of the future business intelligence environment, plan the rollout of the program and assist the university staff with the development, testing, training and implementation of the solution. Trianz worked with the management of the university to determine a top-down business strategy that was then decomposed into the business, data, technical, application, organization and process requirements. Trianz assisted the university in selecting the proper toolsets, trained staff on BI/ DW best practices and drove the development while mentoring the staff through implementation.

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Analytics

DATA WAREHOUSE REPORTING ARCHITECTURE PLANNING, REPORT DESIGN AND DEVELOPMENT

The Indiana based client, an internationally recognized leader in higher education, required financial reports to audit the implementation of a new ERP system and to provide much needed visibility into the finances of the University. THE BUSINESS CHALLENGE As part the implementation of an ERP application the University embarked on the development of a financial reporting capability. The design and development of the phase one reporting architecture was critical for the auditing of the financial information being moved into the new ERP environment and provided long sought financial reporting capabilities needed for planning and operations. The audience for the initial roll-out of the reporting environment included the President of the University, the Controllers office, auditors and financial planners. TECHNOLOGY COMPONENTS Oracle 11i & Business Objects THE APPROACH Working closely with the Universities staff, Trianz led the planning, design, development of a Business Objects reporting environment. This being the first iteration of reports utilizing a new data structure, Trianz assisted in the overall performance turning of the environment, design of the BO reporting Universes, layout of the reports, development, user acceptance and implementation turnover.

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Analytics

STRATEGY, DEVELOPMENT AND IMPLEMENTATION OF AN ENTERPRISE DATA WAREHOUSE AND BI

A leading not-for-profit organization coordinates organ and tissue donation and provides public education on donation, needed a complete redesign and build of their legacy reporting and analytics environment. The goals were to provide improved information management capability with better reporting functions, executive dashboards; and better data access, quality, consistency and integrity. THE BUSINESS CHALLENGE The organization needed a new reporting and analytical environment to replace an aging and poorly functioning legacy environment. A key part of the strategy centered around the planned implementation of a new medical records system with enhanced data capture capabilities combined with the integration of referral data. The end-goal was to provide a robust analytical environment that enabled a complete view of the process, the efficacy of transplants, the efficiency of the matching and overall management of operations. Aside from the standard data integration challenges, major data integrity issues had to be resolved to increase the accuracy of the data and improve the acceptance by users of the system. TECHNOLOGY COMPONENTS EMR, MS SQL Server, Oracle, Power BI & SSRS THE APPROACH Professionals from Trianz were engaged by the organization to develop the overall strategy of the future business intelligence environment, plan the rollout of the program and assist their staff with the development, testing, training and implementation of the solution. Trianz’s role included working with the organization’s management team to determine a top-down business strategy that was then decomposed into the business, data, technical, application, organization and process requirements. Trianz consultants assisted them in selecting the proper toolsets, trained staff on BI/DW best practices and drove the development while mentoring the staff through implementation. During the engagement, Trianz worked closely in assisting the not-for-profit firm to develop their governance, processes and organization while implementing the Business Intelligence solution serving all levels of management and operations.

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Analytics

DESIGN AND BUILD AN OPERATIONAL MASTER DATA MANAGEMENT SYSTEM AND IMPLEMENT A DATA GOVERNANCE PROGRAM

One of the world’s leaders in higher education association and business education networks, that provides accreditation to schools of business, needed an operational master data management system that can bring together the information from multiple systems in a streamlined manner. THE BUSINESS CHALLENGE To provide a complete picture of the data about their members and the organizations that are part of the larger business education community, the association turned to Trianz to develop a solution that would aggregate, cleanse, standardize, and publish organizational master data. TECHNOLOGY COMPONENTS Microsoft Azure Platform - Infrastructure As A Service (IaaS), Microsoft SQL Server, Microsoft Master Data Services & Microsoft SQL Server Integration Services THE APPROACH Trianz leveraged Microsoft Azure to provide the required infrastructure and host the solution for the client. Azure offers a quick way to reduce the local infrastructure footprint while developing a new platform that would allow for future technology growth Microsoft Master Data Services was chosen as the software platform because the SQL Server back-end would pave the way for future data warehouse and data integration efforts while the front-end integration with Microsoft Excel enabled data stewards to quickly take control of their data. SQL Server Integration Services was the logical choice for data movement activities due to its inclusion with SQL Server database services. Finally, the technology solution was complemented by Trianz’ Data Governance framework that provided a vision and a plan for the right stakeholders to be involved in rules and decisions for the organization’s master data. The end result of the solution architecture was to ingest data from the company ERP system, marry that information with data from the member Survey system, provide updates to the member Survey system, and make the association’s master data available to other internal and external systems.

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Analytics

MIGRATING HISTORICAL DATA POST M&A

A Fortune 500 property and casualty insurance company needed help carrying out a large-scale historical data migration. A voluminous quantity of professional indemnity insurance (PI) data was acquired from another financial services company—and the transitional service agreement mandated execution within a stringent timeline. As part of the engagement, we migrated 30 years of PI data from multiple heterogeneous systems to a unified, scalable platform, enabling its audit, compliance and analysis. Trianz also partnered with the client to design and develop a solution for migration of historical data for NA personal lines. THE BUSINESS CHALLENGE Migrating 30 years of data from a newly acquired business’ multiple heterogeneous systems. The data needed to be moved to a unified scalable platform within the scheduled time before systems were shut down. Technology Components Microsoft SQL Server Microsoft SQL Server Reporting Services (SSRS) Microsoft SQL Server Integration Services (SSIS) Microsoft .NET Python THE APPROACH Developed a reusable migration assistant tool with features like source metadata generation, control files creation for source data analysis, and dynamic SSIS package generation. The former gives an end-to-end automated ETL solution for data migration from several heterogeneous systems to a structured database. Migrated historical data from the source transactional systems built on Mainframe, SAP and the EDW data to a unified scalable database. Created a robust data model by logically grouping the data needs for predictive analytics and on-going business needs with centralized reporting architecture. Used MS SQL Server FileStream and FileTable to integrate the documents and attachments related to policies and claims stored as BLOBs and CLOBs in the source transactional systems. Created a direct access UI for the users.

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Analytics

UNCOVERING THE BUSINESS VALUE OF DATA

A Fortune 500 property and causality insurer needed a more accurate, integrated way to organize, store, and manage data. Having a global footprint, their data was dispersed across multiple regions, platforms, and lines of business. Reports from respective regions were being manually collated and reconciled, creating inconsistencies and rendering real-time business insights impossible. The client partnered with Trianz to develop a strategy and an actionable roadmap for a data warehouse for its Personal and Business Insurance (P&BI) division. We thoroughly assessed the client’s exiting data sources; mitigated risk for data from unexpected sources; mapped business needs and arrived at common definitions across lines of business; even built a business view of their data tree for ease of use. We then piloted a PoC by ingesting data from a few locations, and built an enterprise data warehouse and data mart with reporting capabilities. The data warehouse was later extended to include other data sources, including their auto insurance, creating an enterprise data warehouse. THE BUSINESS CHALLENGE With data spread across multiple platforms and geographies, manual collation and reconciliation resulted in inconsistent information that prevented real-time insights into revenue and profitability. TECHNOLOGY COMPONENTS Infosphere CDC Informatica Powercenter Netezza(PDA) Qlik Aginity Cognos Framework Cognos Active Reports THE APPROACH Started with data analysis and profiling across geographies and LOB Conducted workshops to facilitate decisions and agreement on common definitions Centralized all source data in a staging area and built data tree Developed proof of concept for two countries and later extended to ten other countries Rolled out enterprise data warehouse to include auto lines of business across all countries

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Cloud, Analytics

TRANSFORMING BUSINESS AND IT OPERATIONS THROUGH LARGE SCALE MIGRATION TO PUBLIC CLOUD

A Fortune 500 global insurance company wanted to migrate the majority of its business applications and infrastructure workloads to the public cloud. With data spread across multiple platforms and geographies, manual collation and reconciliation was leading to inconsistent information, preventing real-time insight into revenue and profitability. When one of its largest business units decided to reduce operating costs, the client opted to migrate 70% of all its information management data. This required moving associated applications, infrastructure, development, and support programs to the public cloud within the next three years. After a competitive process, Trianz was chosen to join the program governance team consisting of business and IT leadership from the client’s side, and a technology support team from AWS. Trianz deployed a unique model for execution where agile teams worked in parallel with business leads and IT managers, while simultaneously leveraging Trianz’ proprietary TCO Calculator and an accelerated migration planning methodology. The resulting robust, end-to-end strategy included prioritization of over 80 use cases based on business value generation by cloud migration. Ultimately, Trianz built a cloud reference architecture, a financial framework, and a roadmap aligned with business goals. The Business Challenge Inconsistent manual processes and data spread across disparate systems had created a lack of real-time visibility into the client’s revenue and profitability, and raised operating costs. TECHNOLOGY COMPONENTS Informatica Powercenter Netezza (PDA) Qlik Aginity Cognos Framework Cognos Active Reports THE APPROACH Identified business use cases, assessed complexity and value from migration to cloud Defined a conceptual cloud reference architecture on AWS to meet business and IT goals Evaluated and prioritized use cases depending on complexity and business value Started with data analysis and profiling across geographies and LOBs Conducted workshops to facilitate decisions and agreement on common definitions Centralized all source data in a staging area and built data tree Developed proof of concept for two countries and later extended to 10 other countries Rolled out enterprise data warehouse to include auto lines of business across all countries

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Analytics

ENTERPRISE DATA WAREHOUSE STRATEGY, STUDENT AND FACULTY DATA MART PLANNING, DESIGN & DEVELOPMENT

A premier Catholic university rooted in the Jesuit and Marymount traditions, wanted to implement an information management environment that could provide user-friendly data reports and analyses. THE BUSINESS CHALLENGE The University wanted to implement an information management environment to facilitate a culture of fact-based data analysis by providing easy and timely access to accurate and user-friendly data reports and analyses. This information would support both strategic and tactical analysis, decision making and planning at all levels of University operations. TECHNOLOGY COMPONENTS SQL Server, Oracle & Business Objects THE APPROACH Trianz was engaged to assist the University’s Information Technology, Institutional Research and several other departments by leading the planning, design and deployment of a data warehouse and business intelligence architecture.

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Analytics

BIG DATA AT WORK

A Fortune 500 storage systems and data management company wanted actionable intelligence with device diagnostic data transmitted from across client locations. With nearly a terabyte of data per week and without a robust big data platform limited proactive identification and resolution of issues and missed opportunities to upsell and cross-sell services. We developed a strategy and roadmap to unleash the potential of Big Data. Deployed data Integration and Analytics platform to process data and gain insights. Then, put it into the hands of service teams to resolve issues, and sales operations to uncover hidden opportunities. The result? Formerly raw data is now intelligence, thanks to Big Data Analytics. THE BUSINESS CHALLENGE The company’s products are designed to transmit configuration, performance, and log information as auto support messages to technical support for problem determination and resolution. The legacy DW platform was unable to process this huge amount of data (1TB/week) and provide real-time analytics to resolve issues leading to serious challenges in fulfilling SLAs. The lack of insights further limited the opportunity to cross-sell and upsell services. TECHNOLOGY COMPONENTS Java/J2EE, FLUME, Pearl, Python, Shell Scripting, Hadoop - HDFS, Hbase, HIVE, Solr, Pentaho, Oracle, Kafka, Spark, and Scala. THE APPROACH Strategy and roadmap development: Assesses current state and future technology platforms and made recommendations Implementation: Gathered requirements, implemented the new platform, enhanced functionality and developed downstream analytical applications Operations: Maintaining the platform and providing L3 support

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Cloud, Analytics

ENABLING A NEXT-GEN OPERATIONS DATA STORE

A Fortune 100 P&C insurer in the US needed low-cost infrastructure and analytic solutions to deploy a next-gen operational data source. Their needs were further complicated by slow development life cycles, limited data processing capability, and heavy dependence on IT. To establish state-of-the-art, next-generation operational data store and analytics solutions, the client first needed to count the costs of a big data platform on cloud After thoroughly evaluating the client's existing analytics landscape and infrastructure and analyzing data points, Trianz accurately estimated the total cost of ownership (TCO), and defined a roadmap to deploy Hortonworks Data Platform on AWS Cloud. THE BUSINESS CHALLENGE With migration of existing applications to event-based architecture, the client needed low-cost infrastructure and analytic solutions to deploy next-generation ODS. Further slow development life cycles, bath processing of data and heavy reliance on IT added to the challenge. TECHNOLOGY COMPONENTS Hortonworks Data Platform (HDP) on AWS EC2 Hadoop deployment on AWS Simple Storage Service (S3), Elastic Block Store (EBS) & AWS EC2 Instance Store (ephemeral storage) THE APPROACH Administered questionnaire, conducted executive interviews and workshops to uncover key issues and gather data points Using our proprietary calculator the TCO for Hadoop deployed as a web service was compared with Hortonworks Data Platform (HDP) deployed on AWS infrastructure (AWS Elastic Compute Cloud - EC2) Proposed Simple Storage Service (S3), Elastic Block Store (EBS) and AWS EC2 instance store (ephemeral storage) as options for AWS storage in the Hadoop deployment architectures

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Analytics

OPTIMIZING ETL TESTING THROUGH TEST DATA MANAGEMENT

A US-based Fortune 100 property and casualty insurance company was suffering from sub-optimal ETL testing which, in turn, was leading to increased operational data storage costs, compromised data quality, and inadequate test data security and privacy. The company was also clocking unusually high time spans for test data preparation by QA and DEV teams, which was adversely affecting release cycles. Trianz not only optimized the company’s ETL testing to enhance its product quality, but also decreased operational data storage costs while improving test data security and privacy. It also ensured that time spent by QA and DEV teams on test data preparation was reduced, which eventually improved release cycles. THE BUSINESS CHALLENGE The organization was facing challenges like high operational data storage costs, compromised data quality, and inadequate test data security and privacy due to sub-optimal ETL testing. TECHNOLOGY COMPONENTS Informatica ILM Tool THE APPROACH Analyzed test data requirements, existing systems, and table relationships Imported all the driving tables into ILM workbench Designed 20 masking rules to mask secured columns Created 97 and 44 tables entity for the two identified subjects | Moved data into test environment based on two months’ data as subset criteria Ran ETL code on top of subset data created in test environment and identified valid defects

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Analytics

IMPLEMENTING MDM TO BOOST CUSTOMER SERVICE

A Fortune 100 insurance company partnered with Trianz to implement CDI to obtain a 360° customer view (master data management - MDM) and derive meaningful insights. As part of the engagement, Trianz and Informatica together developed a CDI Hub which loads and remediates customers’ information from multiple sources to base objects. In addition, the partnership developed interfaces for the CDI Hub to interact with the source and downstream applications. The MDM platform manages customer-related reference data in each source and addresses data accuracy and quality issues, reducing manual effort and saving time. THE BUSINESS CHALLENGE Implement a master data management platform to reduce the time and manual effort needed for analyzing and rectifying the accuracy, quality, and management of customer data obtained from different sources. TECHNOLOGY COMPONENTS Informatica ETL and MDM J2EE MicroStrategy Oracle GoldenGate, Oracle 11g, Teradata THE APPROACH Reviewed data governance and organizational standards and policies Defined data management strategy for current and future organizational needs Analyzed source systems and captured detailed requirements Architected CDI solution, defined interfaces, and designed data model Created CDI Hub to load data 24x7 from source to base objects Standardized and cleansed data Applied match rules and automated match and merge process Developed interfaces for CDI Hub to source and downstream applications Established MDM governance and new/ key roles essential for successful execution

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Business Apps

CREATING A MODEL FOR GLOBAL REVENUE ASSURANCE

A global network equipment manufacturing company envisioned establishing a strong, auditable revenue assurance processes and controls for its sales organization. For strategic deals, the client’s sales organization had the power to create non-standard arrangements. As a result, sales contracts may cover multi-year products and services and may have dual or even multiple sales contracts—including unique volume purchase agreements, rights of return, demo evaluations, special acceptance terms, and other exceptional terms and conditions. Due to non-standard sales deals, the existing processes and controls could not consistently capture all revenue deferrals. And with disparate processes and different business owners in the sales lifecycle, the client could not determine the revenue streams and establish proper evidence of revenue, or verify whether the deferred revenue for nonstandard terms was being treated by their policies. To build a robust revenue assurance framework, our team of consultants first established work groups to channel contracts and orders through reviewing, identifying non-standard terms and conditions, confirming revenue-impacting terms, matching orders to contracts and ensuring internal systems and processes captured appropriate deferrals. We further segmented revenue based on geography, deal sizes, and standard vs. non-standard terms and conditions to conduct a comprehensive contract, customer and transaction review. Trianz experts collaborated with a team of over 90 controllers worldwide to review exceptions and enable decision-making around revenue recognition and reserves policies. THE BUSINESS CHALLENGE To track and measure revenue across the lifecycle of complex non-standard deals, the client needed a robust revenue assurance model and a technology platform to automate related finance processes. THE APPROACH Ensured proper revenue documentation and treatment by performing contract reviews, order matching, system checking, and by interviewing the client's controllers to discuss and uncover problems. Sustained existing controls and defining long-term remediation for future process improvements that would be aligned with the client's IT strategy.

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Business Apps

STREAMLINED OPERATIONS THROUGH INCREASED COLLABORATION

A US-based tier 1 real estate debt and equity investment company had issues with disparate business practices across divisions. Dependence on physical documents and manual processes resulted in duplicated efforts and data inconsistencies. Additionally, limited collaboration and snail mail communication with external partners increased turnaround times. Lack of a centralized structured data and reporting had further limited the management’s visibly into processes. The client partnered with Trianz to build a solution to streamline operations for its real estate investment division. Trianz digitized document archival and retrieval, automated workflows for core processes, built self-service portals for borrowers, and enabled dashboard and reports for executives. THE BUSINESS CHALLENGE Disparate systems and manual processes hampered the management’s visibility into the deal lifecycle and its ability to make informed investment decisions. Further lack of collaboration with external stakeholders had increased turnaround times. TECHNOLOGY COMPONENTS ASP.NET SharePoint 2010 Custom Controls THE APPROACH Implemented a centralized business process management system that captures all pertinent data from deal submission to deal funding of deals. Established workflow- enabled processes for administration of loans from its inception to maturity. Created a centralized document repository with a search feature and the ability to share and collaborate with external parties. Digitized calculators for use at every stage of the deal lifecycle to accurately calculate yield and other critical parameters. Built an online self-service portal for borrowers to seamlessly access current and historical statements—and a centralized dashboard with reporting for executive management TRANSFORMATIONAL EFFECTS Elimination of manual efforts with improved accuracy and process efficiency Improved visibility into status of each transaction throughout deal life cycle Increased deal acquisition with the ability to process high number of deals Management ability to analyze trends and make informed investment decision Improved collaboration with external parties resulted in faster deal closures

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Business Apps

BRINGING SMART-CLIENT AUTOMATION TO THE FIELD

A home security surveillance solutions provider had challenges with data synchronization and user-based security of mobile applications used by field service personnel. Lack of intuitive, lightweight applications and limited connectivity options both increased cost and hampered productivity. To allow for systematic coupling of technician payroll time and related job time, the client partnered with Trianz to develop an SOA-enabled smart-client application. This application had a self-version upgradation feature, and consumed minimal wireless bandwidth. The application was built leveraging Microsoft technologies, design patterns and Microsoft’s best pattern and practices. It integrates seamlessly with handheld barcode scanners, and provides real-time insights into equipment inventory to increase technician’s productivity on the field. THE BUSINESS CHALLENGE Client needed an intuitive, secure mobile application that improves productivity of field service technicians’ while reducing operating cost. TECHNOLOGY COMPONENTS Microsoft Dynamics MASterMind Integrated Software Platform MASterMind Integrated Software Platform THE APPROACH Developed a SOA-enabled smart-client application, by adhering to International Standard ISO/ IEC 17799:2000 and PCI Security Standard. Phased out the existing Windows CE based solution while rolling out the new solutions Requirements gathering was done at client’s location, whereas analysis, design, coding and testing was carried out at Trianz’s offshore development center.

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Business Apps

IMPROVED PROCESS EFFICIENCY WITH DIGITIZED WORKFLOWS

A Tier 1 insurance company needed a centralized workflow system to create and maintain mortgage loan transactions. Their old processes generated excessive paperwork, making tracking status and reconciling data both time consuming and inefficient. With only a fraction of documents digitized, hard copies of loan documents were stored in vaults. Further manual reconciliation led to costly inconsistencies and lack of transparency. Trianz implemented a centralized workflow system with the ability to create, index, archive, and retrieve mortgage documents and communications. Configured an audit trail to seamlessly track documents at various stages. Enabled users to quickly estimate payments with an online loan calculator. Then added a centralized reporting dashboard to make the process transparent. The result? Faster, more effective decision-making related to mortgages, and beyond. THE BUSINESS CHALLENGE Lack of digitization and manual reconciliation lead to inefficiencies, inconsistencies, and lack of transparency in loan administration, accounting, tech services, and field offices. TECHNOLOGY COMPONENTS ASP.NET, SharePoint 2010, Telerik Controls, and Quartz.NET. THE APPROACH Configured workflow with pre-defined events, tasks and subtasks Executed delegation component for parallel processing Built enterprise search feature to fetch deal documents Enabled entitlement implementation based on roles Created SharePoint repository for easy document migration Established centralized dashboard with reporting and charting

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Business Apps

TAILORING AN ECOMMERCE EXPERIENCE

A reputed Indian textile manufacturer wanted to become a leading consumer lifestyle player in the digital space by engaging in several globally scalable business models. Trianz was chosen to build India’s first omnichannel fashion shopping experience by seamlessly integrating clicks with bricks. Trianz was instrumental in providing the client with omnichannel strategy, store digitalization, and an experiential retail experience by combining technology with fashion and style. We successfully developed an e-commerce web application for their technology and fashion hybrid online arm. We enabled a seamless experience across web browsers, developed technology adoption strategies, established key compliance objectives, built product architecture and design, and allowed secure best practices and guidelines. Trianz was also responsible for the roll out, deployments, and post-development maintenance and enhancements, including automated test suite development and manual testing. The Business Challenge Build a world-class customer lifestyle organization by leveraging digital technologies to offer a seamless, personalized omnichannel shopping experience. Technology COMPONENTS PHP, Java, Apache Tomcat, MySQL-Server, JavaScript UI – AngularJS, Bootstrap, BackboneJS, KnockoutJS, jQuery, HTML5, CSS3, JSON The Approach Enabled browsing and customization of garments from over 10,000 fabrics, innumerable style possibilities such as personalized monograms, suit lapels, shirt cuffs, fittings, etc. Built a customization studio that allowed customers to see their garment customizations in digital 3D format before stitching. Introduced flexible authentication, including enhanced identification. Introduced Single Sign-On (SSO) to web applications.

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Business Apps, Security

ENRICHED AND SECURED USER EXPERIENCE

A global leader in the security and protection industry was interested in digitizing their B2B customer interactions to improve their customer experience, increase revenue, and reduce the cost of both, infrastructure maintenance and administration. By not having an intuitive system in place, the company’s customers were experiencing inconsistent interactions and turning to other sources. The client partnered with us to build self-service portals and region-specific marketing sites. A responsive design allowed the company to provide a seamless user experience and further integrate their content management system. A user management system and SSO with multi-factor authentication was enabled to secure access across devices and locations. We also facilitated infrastructure sizing, consolidation and hosting for multiple countries with seamless monitoring, logging, and reporting. Finally, analytics were employed to track customers, interactions, and marketing metrics while improving overall Customer Experience. The Business Challenge Customers around the globe were experiencing inconsistencies on the client’s websites and portals while authentication processes provided only limited accessibility. This combination of issues resulted in pileups of unresolved issues and spikes in service calls. Technology Components Liferay, Oracle, Okta – SSO, BizTalk, Dynatrace (monitoring, logging, and reporting), Apache Ant, Eclipse, Liferay MVC portlet The Approach Developed geo-specific marketing portals leveraging content management system Hosted environment in a centralized Liferay 6.2 for seamless experience Enabled application integration including complex workflows Used federated identity management for secure access Build portal interface using ESB pulling information from downstream systems Developed responsive design to support access from multiple devices Built real-time reports and analytics Transformational Effects Redesigned online interactions improved user experience, increasing daily site visits by 30%. The number of help desk calls was reduced 60%, dropping the number of expired credentials tickets by 90%. 25% lower infrastructure costs paved the way for new technology like instant alerts for suspicious activity.

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Business Apps

CUSTOMER DASHBOARD EXPERIENCE

A global payments and technology company partnered with Trianz to digitize its clients’ access to data with a business intelligence dashboard and data analysis tool. The tool provided merchants with parameterized reports, customized settings, and download/ export capabilities deployed through the web and mobile interfaces. Using this tool, merchants were able to drive growth by identifying insights using drill down and customized reports. Trianz’ approach spanned design, project management, development, testing and deployment of the custom application by leveraging a dual-shore delivery model. In a quickly changing environment where exhaustive documentation was not feasible, iterative development cycles ensured alignment with customer needs. Application development leveraged both client and server technologies to ensure performance in data intensive cases, while enabling and aligning to stringent customer data security requirements. Clear communication, project management, and delivery assurance processes further ensured alignment with client needs, and also facilitated tracking product changes without impact. The tool was released on time and under budget. The Business Challenge Implement a cutting-edge tool within an aggressive timeline, while still supporting flexibility of experience, platform and technology. Technology COMPONENTS .NET HTML5 & CSS3 JSON Newton Knockout D3 Microsoft Identity framework MS SQL Server The Approach Clearly established team responsibilities and development processes Adopted an agile development methodology spanning the global workforce Ensured development of application framework and to-be-extended services Closely monitored alignment with customer needs Assessed application quality and readiness for release Obtained management buyin, conduct communications for release

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Business Apps

UNIFYING SALES OPERATIONS WITH A DEAL MANAGEMENT PLAYBOOK

A Fortune 100 network equipment and services provider sought to organize deal managers together regionally under a Deal Management Office (DMO). The DMO was envisioned to be the single operational and execution arm for managing deal types within seven different monetization models. To establish the proper steps for managing deals and provide end-to-end visibility on deal status, the client first needed to develop management playbooks. Trianz worked closely with the client to establish best practices, optimize processes, and define roles and responsibilities for key stakeholders. DMO playbooks were created to provide an overview of the key steps involved in the Customer and Partner Services (CPS) organization’s deal management lifecycle, aligned with the client’s monetization models. The playbooks are meant to guide new deal managers to understand, follow and track key activities for deal variations for each monetization model. THE BUSINESS CHALLENGE Deal managers lacked standardized reference documents to understand deal types and monetization models, leading to inefficiencies and constraining end-to-end visibility. TECHNOLOGY COMPONENTS PEGA (used later to create workflows) THE APPROACH Mapped all deal types to the seven monetization models, and defined playbooks according to models Collected the necessary documents to define, bring structure to, and validate the process steps for each playbook Navigated complexity of different CPS teams having their own steps to manage and execute deals

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Business Apps

INTRANET PORTAL DEVELOPMENT FOR FULL-SERVICE RESEARCH AND EVALUATION FIRM

A North American full-service research and evaluation firm, working to create social and health solutions to serve underserved populations globally, needed a cost-effective and scalable intranet portal. THE BUSINESS CHALLENGE Lack of an internal communication channel was hampering information dissemination and collaboration | Absence of centralized space for document management was creating knowledge silos Unavailability of single entry point for applications and personalization, infrastructure, IT and budgetary freedom TECHNOLOGY COMPONENTS Liferay 7 DXP, Apache, Java, jQuery, JavaScript, AJAX Tomcat 7.0 ,MySQL 5.6,Jenkins,SSL, AWS - S3, Clustering, Adobe Creative Suite. THE APPROACH Adopted Show and Tell Approach to provide end-state view to business users Deployed Liferay 7 DXP Portal Infrastructure on Amazon Cloud (FedRAMP?) to enable responsive web design Developed intranet portal for employees and clients | Enabled knowledge and information exchange on scalable and secure architecture capable of personalization Integrated DevOps platforms/ tools identified and leveraged by client with cloud deployment Enabled monitoring, logging, reporting exception, error handling capabilities Conducted performance tests, user training workshops | Made training/ user manuals and videos available Extended support for infrastructure and portal post implementation

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Business Apps

ESTABLISHING AN INCENTIVE STRATEGY

The client is a Fortune 100 network and telecommunications equipment company with a number of global customers that have large, long-term contracts where revenues are spread out over time. The sales commissions were paid out in synch with revenue recognition in the financial systems. This resulted in lower, short term commissions for such deferred revenue deals and a skewed sales focus. With commission calculations and payments systemically connected to their revenue, the client was challenged to determine the best way to accelerate commissions while staying aligned with compliance controls and GAAP. Complicating matters were the disparate processes and different business owners of deal documentation and life cycle. The client partnered with Trianz to develop an incentive program for deferred revenue deals in the targeted fiscal year and motivate sales with advanced commission payments for the duration of each deal. A team of Trianz consultants assessed and validated the end-to-end process for tracking eligible deals through payout of commissions on a global basis. Trianz domain consultants collaborated with the client to define a framework for program’s development and definition with the following key operating requirements in mind: 1,094 legal professionals who dealt with worker’s compensation claims were included Operational process design had to leverage existing touch points and systemic processes Global variations had to be accommodated within the overall process design Commissions had to reconcile with GAAP accounting for early commissions payout Existing IT infrastructure was to be leveraged, when possible Manual processes needed to have a migration path to a future systemic solution Documentation had to define policy rules and requirements, controls, approvals, and data/reporting THE BUSINESS CHALLENGE Proactive and reactive support was needed to manage IT infrastructure on AWS, as well as govern associated policies, processes, contracts, and documentation THE APPROACH Established sound, auditable program processes, and controls on time. Transitioned into a pilot phase to enabling the process execution against eligible deals, for pay out in Q1 of the target fiscal year. Designed pilot phase with resource, budget, and ramp-up requirements to properly manage the program. Executed the pilot by processing orders and calculating payments with a thorough QA review to ensure financial integrity. Developed a communication and training program for the worldwide roll-out. Created fundamental processes and policies that are aligned with long-term strategies and initiatives, adding long-term value beyond the scope of the initial program definition and implementation. TRANSFORMATIONAL EFFECTS Successfully changing sales incentives caused an immediate uptick in order volume for differed revenue deals This approach paved the way to further rollout of commissions programs covering annuity, usage and XaaS deal models Documentation of high-level system gaps to support future system enhancement requests Assurance of proper revenue documentation and treatment identified through contract reviews, order matching, system checking, and interviews with the client’s stakeholders

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Cloud, Infrastructure

ENSURING 24/7 AVAILABILITY OF IT INFRASTRUCTURE

One of the largest resellers in a leading online shopping marketplace in India needed help to keep pace with its rapid growth. Existing technologies, information systems and staffing needed to be evaluated regularly. There was also a need to maximize the availability of telephony, email, messaging, network connectivity, business infrastructure, office automation, and process automation systems. The client partnered with Trianz to set up a managed services center to support its IT Infrastructure on AWS, thereby proactively and reactively addressing and resolving issues. We recommended processes that were not only compliant with industry standards and practices, but also rooted in experience with clients worldwide. With a well-defined governance structure and skilled resources across portfolios, Trianz built a managed services center that ensured infrastructure availability on a 24x7x365 basis. We also adopted a phased approach to transition work from in-house support teams to a fully managed services model. THE BUSINESS CHALLENGE Proactive and reactive support was needed to manage IT infrastructure on AWS, as well as govern associated policies, processes, contracts and documentation. TECHNOLOGY COMPONENTS Infrastructure management through Ctrl-Dock Device management on Amazon Web Services (AWS) cloud infrastructure THE APPROACH Studied the existing support structure and practices, including the environment for support and points of contact. Defined the mechanism for on-going support Trianz’ project management and technology teams collaborated with the client to seamlessly transition the business process and production support activities Gained familiarity with client-specific tools, call sharing between the client’s and Trianz’ team, review meetings, and reporting Recommended a core service based on a ‘business as usual’ approach, including streamlined communication, ticketing, and periodic reporting

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Infrastructure

BUSINESS SERVICE MANAGEMENT FOR DEEPER VISIBILITY

A payment processing network operator supporting more than 725 million credit and debit card transactions globally faced an issue of visibility. Due to lack of insight into IT infrastructure and applications and an inability to assess critical incidents in real-time, the company was losing transactions and business. Further, multiple vendor products led to inconsistent support for enterprise monitoring and service management imperatives. Customer escalations were managed through manual spreadsheets, and exhaustive processes without proper catalog for managing software and hardware products added to the problem. Working with key stakeholders, Trianz did an in-depth assessment of existing processes, tools, integration points, and data sources. We then enabled an automated business application mapping solution, as well as automated processes around network related service requests. We developed a custom solution to automate the consumer escalation process, and implemented a service catalog to auto-populate and auto-route requests based on the product. The process for managing incidents and service requests was also standardized and integrated with other client systems/applications for better, more efficient API based interaction. THE BUSINESS CHALLENGE Lack of visibility into IT infrastructure and business applications limited the ability to assess the business impact of critical incidents. TECHNOLOGY COMPONENTS IBM Integrated Control Desk v7.5.1.3, Tivoli Application Dependency and Discovery Manager, BIRT Oracle 11g ALM (Application Lifecycle Management) which is a CA tool THE APPROACH Developed a self-service service catalog to automate building of business applications in TADDM (Tivoli Application Dependency Discovery Manager) through run-book automation. Developed a custom solution that automated all the network-related service requests. Dynamically populates questions based on the request to minimize manual intervention and provide the implementation steps based on the answers provided. Created a custom application and solution that automated the creation of customer escalations received through mail. This application was also built with custom reports and SLAs configured, aiding monitoring and ensuring SLAs were not missed. Designed service catalogs for onboarding. Created automation scripts to pre-populate the values on the offering request, perform required validations on the offering request fields, and assign requests to various groups based on business requirements.

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Infrastructure

IMPLEMENTING ENDPOINT INVENTORY FOR BUSINESS PROFITABILITY

A leading provider of private integrated healthcare delivery systems in the US was struggling with a poor infrastructure discovery process and imperfect application affinity mapping. Consequently, it was unable to assess the impact of critical incidents, leading to a loss in business. As part of the engagement, Trianz implemented several best practices, from the client’s processes as well as the tools perspective, and also reduced the incidents tally to close to zero without production outages. THE BUSINESS CHALLENGE The organization needed to implement an Endpoint Inventory solution to address is problems of poor infrastructure discovery and application affinity mapping. The objective was to accurately assess the impact of critical incidents which were otherwise leading to a loss in transactions, and consequently, of business. TECHNOLOGY COMPONENTS Tivoli Application Dependency Discovery Manager [TADDM] Tivoli Asset Discovery for Distributed [TAD4D] BigFix and BigFix Inventory THE APPROACH Developed an execution roadmap sequencing the implementation of technology stacks based on the client’s business priorities Conducted workshops with business and IT stakeholders to understand challenges/ business needs Assessed existing processes, tools, integration points, and data sources Designed the TADDM architecture which consisted of five Secondary Storage Servers and 14 Discovery Servers Standardized the process for managing incidents and service requests Implemented monitoring solutions, further reducing the duplicate events count and improving operational efficiency of software products

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Infrastructure

CAPITALIZING ON DIGITAL FLEXIBILITY!

A leading provider of co-location data center imperatives for enterprises across the globe needed a scalable and reliable support model to manage their internal IT infrastructure. We developed a game plan to introduce process improvements, and implement an ITIL Framework, instilling best practices and governance for backup monitoring, troubleshooting, service restoration, and the resolution of hardware failures. By deploying a systems operations center and a network operations center, we enhanced their business continuity and operational efficiency with a remarkable turnaround time. The Business Challenge To keep up the rapid pace of technology and stay ahead of the competition. This company was also looking to set up scalable support to efficiently manage its IT infrastructure and network infrastructure on a 24x 7 basis. Technology Components Windows Linux AIX Solaris ScienceLogic ScienceLogic ServiceNow Solarwinds Wireshark Cisco Juniper Palo Alto Networks Brocade Meriki The Approach Setup ITIL compliant process for systems operations center and network operations center to effectively manage and resolve tickets as per SLAs. Instilled process improvements for incident management and resolved major issues by directly collaborating with OEM vendors. Streamlined the communication process with key stakeholders within the organization.

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Infrastructure

ENTERPRISE MONITORING & MANAGED SERVICES FOR LARGE HEALTHCARE DELIVERY ORGANIZATION

One of the three largest US  integrated managed care consortiums. Over 7000 beds, 209,000 employees, 21,250 physicians, and 39 medical centers, across the US. The enterprise currently runs with 30,00 servers with an IT employee strength of 700 FTE. FUTURE STATE VISION A unified infrastructure monitoring environment that integrates with multiple sources of information about events with self-healing of systems and auto-remediation of incidents. Managed services includes monitoring tools; analysis and identification of the root cause of  incidents; and implementation of security recommendations. THE BUSINESS CHALLENGE Manual processes and growing scale of the environment was overloading IT staff, resulting in very long time (approximately 3 days) to resolve critical incidents and growing backlog (~1000) of work requests Low level of integration of multiple tools and siloed repositories of information (CMDB, incident logs, ITOM) made it difficult to correctly diagnose and resolve incidents first time, resulting significant rework effort and time to close incidents IT staff consumed with reactive tasks leaving no time for process improvement BUSINESS OBJECTIVES Increase customer satisfaction level by reducing manual operation errors, and ensure the resolution of incidents within the committed SLA Increase visibility and reporting to SLA metrics and elimination of aged backlog work Reduction in human error related to manual tasks, and also improve efficiency through targeted automation and integrations. KEY DELIVERABLES Integrated existing monitoring and incident management tools (IBM and Netcool monitoring, BMC Remedy/ServiceNow) into a centralized event management system Implemented auto-remediation of events using IPSoft, self healing by Netcool & IP-Center AI integrated with ServiceNow. Developed correlation rules within Netcool to de-duplicate events Validated automation logic and created SOP documents for IPSoft to support continuous development of automation scripts. THE APPROACH Performed workshops with business and IT stakeholders to identify people, process, tool issues and desired outcomes Create future state architecture and end-state visualization for an integrated solution Staffed a blended team of client and Trianz onshore/offshore resources to reduce backlogged requests Managed monitoring infrastructure as a service

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Infrastructure

CONSOLIDATING INFORMATION TO IMPROVE IT EFFECTIVENESS

A leading school district in Georgia, U.S., was using a helpdesk system with no automation, and no authorized process to track IT assets spread across more than 100 sites. Frequent changes to infrastructure caused unanticipated outages, and lack of a well-defined process to resolve such incidents resulted in frequent SLA breaches. The client partnered with Trianz to map applications, as well as organize and consolidate information to enable effective service management. Trianz installed and configured the IBM Tivoli Application Dependency Discovery Manager (TADDM) solution to discover a complex infrastructure with multiple firewalls, air gaps and hardened security. We also implemented ITSM operational and process management tools, including endpoint management, configuration and change management, in addition to integrating TADDM and IBM’s BigFix solution to populate Configuration Management Database (CMDB). Additionally, Trianz developed a process to automate impact analysis and view Request for Change (RFC) details from the TADDM application. Rolling out IBM Endpoint Manager (BigFix) was critical to ensuring all hardware and software assets and their usage across sites were tracked in a centralized repository. The Business Challenge A reliable source of data was needed to accurately track IT assets and a dearth of well-defined processes to analyze and resolve critical outages. Technology COMPONENTS IBM Tivoli Application Dependency and Discovery Manager IBM Control Desk IBM Endpoint Manager (BigFix) The Approach Rolled out a service management and application affinity solution in a phased approach. Initial focus was to build an authorized asset repository for an end-to-end integrated service management solution. Implementation was completed within 9 months of kick off. Performed a steady state run and maintenance for another 2 years before transitioning the engagement to client personnel. The solution has been deployed across more than 100 sites within the state of GA, and is the primary help desk and asset management solution for the school district. Trianz ensured sufficient training to IT and non-IT users within the first few weeks of solution go-live.

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Cloud, Infrastructure

A BLUEPRINT FOR SHARED SERVICES ON CLOUD

A leading healthcare insurance provider in the US sought to leverage cloud infrastructure to optimize its portfolio while driving resource and cost efficiencies. To mature into a Platform as a Service (PaaS) provider, the client needed a hybrid cloud strategy and a hybrid cloud environment with automated deployments and workload brokering for all of its affiliates. Trianz built cloud reference architecture and a roadmap for scaled maturity growth in infrastructure, platform provisioning, orchestration and operations. To ensure the roadmap was aligned with the client’s themes and core objectives, we first identified the short-term tactical wins and the long-term strategic objectives through an in-depth assessment. From there, Trianz further helped define the automation goals, organization change management needs, skills gaps, and training required to enable transformation. THE BUSINESS CHALLENGE The client was transitioning to more centralized hybrid cloud architecture, requiring changes to platforms, processes, and organizational decision-making. A scalable and flexible shared services platform was needed—one that leveraged hybrid cloud and automation tools to seamlessly orchestrate transactions across affiliates, and provide a single window of service to end clients. TECHNOLOGY STACK Current infrastructure: Cisco UCS compute and network hardware Current Storage: EMC and NetApp solutions Current Virtualization: ESX tools ServiceNow MS Sharepoint THE APPROACH Conducted workshops and surveys to assess the current state of infrastructure, processes, teams, and costs Developed a prioritization framework to balance requirements against near-term focus and long-term objectives Recommended process improvements, frameworks, and training to remediate gaps across key focus areas Presented options for scaling - private fully shared, affiliate dedicated and shared-captive hybrid Determined the recommended approach using parameters like compliance, organizational readiness, charge back models, and automation scope Understood core services and models to enable automated fulfillment Designed processes with shared responsibility to provide data between requesters and fulfillers

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Infrastructure

ASSESSING IT SERVICE MANAGEMENT SOLUTIONS

The client is a Fortune 500 engineering services company that specializes in providing best-in-class architecture, construction, operations, and maintenance services. A recent acquisition by the client led to a highly decentralized and inefficient IT environment that was impacting profitability. The existing ITSM application (ServiceNow) was underutilized, and there was a deficiency in the effectiveness of service management processes. Further, a lack of automation and self-service capabilities was resulting in excessive IT spend and sub-optimal outcomes. The client partnered with Trianz to review its overall ITSM framework. With its unique phased approach, Trianz assessed the client’s existing ITSM landscape, including all its hardware and software assets, and accurately laid out the findings, observations, issues and gaps, in addition to the solutions and fixes for each area. Trianz ascertained the gaps and made recommendations that were aligned with ITIL standards and industry best practices. Our solutions helped the client prioritize tasks to effectively and efficiently leverage the full potential of the ServiceNow application. THE BUSINESS CHALLENGE In view of a recent acquisition and outdated processes, the client wanted to assess its then-existing IT Service Management solution and address potential gaps in the current implementation. THE APPROACH Assessment phase: During this phase, Trianz’ team of experts analyzed the client’s ServiceNow environment, ITSM applications, hardware and software assets, CMDB and discovery, service catalog and integrations. Solution phase: In this phase, the findings were documented through a detailed gap analysis report. Also, the solutions were classified into short- and long-term remediation goals to tap the complete potential of the ServiceNow application.

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Infrastructure

HARNESSING SOFTWARE ASSET MANAGEMENT EFFECTIVELY TO ITS FULL POTENTIAL

THE BUSINESS CHALLENGE The company needed to utilize its asset management function to its fullest potential, in addition to creating software compliance results and implement industry best practices for Software Asset Management (SAM). TECHNOLOGY COMPONENTS ServiceNow BDNA Discover THE APPROACH Process Engineering: Developed and implemented asset and configuration management process based on a best practices framework Solution Architecture: Designed, developed and implemented ServiceNow configuration, asset management (hardware and software) and integration between ServiceNow and other sources to bring configuration and asset data Implemented ITIL process for configuration management to remove the gaps in the existing process|Improved service management efficiency by 25% Provided thought leadership in driving efficiency and best practices Developed and implemented repeatable process, reducing administrative overheads Established better visibility from other ITSM applications into all the CIs and its contractual information

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Infrastructure

IMPLEMENTING SERVICE CATALOG FOR IMPROVED CLOUD INFRA OPS

THE BUSINESS CHALLENGE The organization needed to implement a service catalog for its cloud infrastructure operations to support its IT processes and efficiently manage changes in its IT infrastructure. TECHNOLOGY COMPONENTS ServiceNow Service Catalog THE APPROACH Trianz implemented several best practices -- from gathering clear and specific requirements from the organization’s business and IT teams, to detailing out the plan considering both processes and tools -- to implement the service catalog.

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Infrastructure

DEPLOYING A COMPREHENSIVE ENDPOINT MANAGEMENT PLATFORM

A leading vehicle rental provider (operates multiple car rental brands in nearly 10,000 corporate and franchisee locations across the globe) was finding it difficult to seamlessly roll out patch management across its 3,000-plus locations. Inadequate asset discovery and management, authorized assets management and license compliance management, besides network congestion and poor network performance were some of the other problems the company was experiencing. Trianz successfully replaced the company’s then-existing SCCM with BigFix to eventually deliver a comprehensive Endpoint Management Platform. THE BUSINESS CHALLENGE The organization needed to streamline its asset management process, make patch management rollout seamless, bring all its authorized assets under a single umbrella for effective service management, introduce license compliance management, and remove network congestion to improve network performance. TECHNOLOGY COMPONENTS IBM BigFix 9.5.3.211 BigFix Inventory 9.2.5.1 THE APPROACH Installed BigFix 9.5.3.211 and IBM BigFix Inventory 9.2.5.1 Installed NMAP scan for network discovery and managing network inventory Deployed IBM BigFix Inventory Configured Relay Affiliation (a more sophisticated control system for automatic relay selection) for better endpoint management Configured Tivoli Remote Controller, OS Deployment, Power Management and MaaS360 Configured Lifecycle Management, Patch Management (Windows, AIX, Linux), Security Compliance Management Provided steady state support for IBM BigFix and its related/ integrated tools Maintained KEDB, usage of technical and process SOPs Reproduced best practices and recommendations Provided lucrative solutions after understanding the big picture and post meticulous

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Security

A SECURITY SOLUTION FIT FOR A GLOBAL SECURITY IMPERATIVES PROVIDER

A leading provider of identity-based data security imperatives to global enterprises, financial institutions and governments needed a comprehensive end-to-end security solution. Trianz deployed a single identity and security profile across the entire identity management, provisioning, infrastructure, workflow, auditing, reporting and self-service capabilities spectrum. Centralized session management was introduced, including support for idle and session timeouts, and real-time user revocation. We also facilitated easy administration and deployment with N-level delegation administration and rules-based access (open and interoperable based on industry standards). Finally, we designed fully conformant interoperable SAML 2.0 identity federation capabilities to provide seamless integration, apart from extending continuous L1, L2 and L3 customer support. THE BUSINESS CHALLENGE Increasing demand for data privacy, mission-critical need to ensure appropriate access to resources across increasingly heterogeneous technology environments, and a need to meet rigorous compliance requirements within critical time-to-market deadlines. TECHNOLOGY COMPONENTS Technologies: Core Java, Servlets, Java Sockets, Jax RS, C++, SSL/certificates, SAML, SOAP, Tomcat, Angular JS, and Axis web services. Repositories: Oracle, MS SQL server, and LDAPs. Tools: Eclipse, JIRA, OpenSSL, GIT, vSphere, Wireshark, etc. THE APPROACH Periodic maintenance and enhancements to stay abreast of evolving technologies and security needs Enabled single sign-on moving from SAML 1.0 to SAML 2.0 Architectural changes to support common deployment tool for the product (supporting multiple platforms and webservers) Revamped GUI for enhanced user experience Enhanced the product to support other single sign-on frameworks - OAuth and OpenID support Rolled out deployments (onsite), post-development maintenance, and enhancements

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Business Apps, Security

ENRICHED AND SECURED USER EXPERIENCE

A global leader in the security and protection industry was interested in digitizing their B2B customer interactions to improve their customer experience, increase revenue, and reduce the cost of both, infrastructure maintenance and administration. By not having an intuitive system in place, the company’s customers were experiencing inconsistent interactions and turning to other sources. The client partnered with us to build self-service portals and region-specific marketing sites. A responsive design allowed the company to provide a seamless user experience and further integrate their content management system. A user management system and SSO with multi-factor authentication was enabled to secure access across devices and locations. We also facilitated infrastructure sizing, consolidation and hosting for multiple countries with seamless monitoring, logging, and reporting. Finally, analytics were employed to track customers, interactions, and marketing metrics while improving overall Customer Experience. The Business Challenge Customers around the globe were experiencing inconsistencies on the client’s websites and portals while authentication processes provided only limited accessibility. This combination of issues resulted in pileups of unresolved issues and spikes in service calls. Technology Components Liferay, Oracle, Okta – SSO, BizTalk, Dynatrace (monitoring, logging, and reporting), Apache Ant, Eclipse, Liferay MVC portlet The Approach Developed geo-specific marketing portals leveraging content management system Hosted environment in a centralized Liferay 6.2 for seamless experience Enabled application integration including complex workflows Used federated identity management for secure access Build portal interface using ESB pulling information from downstream systems Developed responsive design to support access from multiple devices Built real-time reports and analytics Transformational Effects Redesigned online interactions improved user experience, increasing daily site visits by 30%. The number of help desk calls was reduced 60%, dropping the number of expired credentials tickets by 90%. 25% lower infrastructure costs paved the way for new technology like instant alerts for suspicious activity.

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Our Success Stories

TRUSTED BY BUSINESS & TECHNOLOGY LEADERS

Our engagement with Trianz has now exceeded three years, and together we have delivered many significant initiatives in that time. Many of our successes could not have been achieved without our partnership. In many ways, Trianz has already put our products ahead of the curve.

Director of Quality Assurance

Top 10 US Life Insurance Company

The white glove approach, agility, and flexibility of the team helped us to tap opportunities in the ever-changing business environment.

Director of Customer and Partner Services

A Leading Global IT And Networking Organization

Trianz team worked side-by-side with us to transform our sales operations. Now, we have complete visibility into everything from our supply chain to sales and pricing. Our partnership with Trianz has been exceptional.

Director – Accounts and Cost

A National Cattle Feed Supplier

The team at Trianz worked tirelessly to propose a system that overcame our business challenges. Rising to the occasion, they simplified our processes, enhanced the system and increased productivity. There’s no doubt; our ongoing success was enabled by our partnership with Trianz.

Director

A Leading Commercial Automobile Liability Insurance Provider

Trianz commitment to taking end-to-end ownership of developing the e-commerce web app is exemplary. Their dedicated involvement was key to us garnering the advantages of automated test suite development and manual testing

VP of Marketing

Global Storage Systems And Data Management Company

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