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Game changing strategies
for farsighted enterprises.
Insi
de Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
The Macro View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Key Differentiators . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 - 9
Our Service Offerings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 - 19
Key Clients . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Our Commitment to a Greener World . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Wipro Corporate Office, Sarjapur
3
How many times have your best laid plans fallen short of expectations? How often have you wished for
a force that could foresee the future, and guide you to the fast lane of success... Transform you from
an “also-ran,” to a leader who has not just arrived, but is here to stay.
With the coming of age of technology, there is not much that is beyond the realm of transformation.
In everyday life or business, the key to transformation is simple. People, Process and Technology is all it
takes to create a new world.
Welcome to Wipro. We can not only help you change the rules of the game – but the Game itself!
Backed by two decades experience, innovation capability and technology expertise, Wipro now offers
the promise of Business Transformation. From simple changes in process to innovative solutions, we help
our customers harness the power of IT to achieve profitable growth, market leadership, customer delight
and sustainability.
Join hands with Wipro. We can help you make a smart move towards Business Transformation.
Anand SankaranSenior Vice President and Business Head, Wipro Infotech
“Be it industry insight, process re-engineering, technology expertise,
innovation, service delivery excellence or globalization, we have all it takes
to transform your business.”
4
The Macro View
Wipro Limited is a $5 billion conglomerate (NYSE: WIT) providing IT services
and solutions to enterprises across India, US, UK, Japan, Europe, APAC and
Middle East. In addition to its flagship IT Services business, the Group also has
diversified business interests in Infrastructure Engineering and Consumer
Products & Lighting in India and abroad.
Wipro Infotech is the India and Middle East IT business unit of Wipro Limited.
The Number 2 IT Services company in India (IDC Report 2007-2012), it is also
one of the fastest growing companies in the Middle East. Wipro offers a
360 degree service portfolio spanning the entire IT lifecycle. This includes
Consulting, Business Solutions, System Integration, Infrastructure and
Application Management and Total Outsourcing services where we service all
IT needs of a customer, end-to-end.
Fast Facts
n853 active enterprise customers
nPresence in 35 countries
n25 near-shore development centres
including 2 in Middle East
n97,810+ employees worldwide belonging
to 56 nationalities
Spirit Of Wipro
Intensity to Win
Act with Sensitivity
Unyielding Integrity
* Figures as on March 2009
5
Across Industry Verticals
nBanking and Financial Services
nTelecom
nRetail
nManufacturing
nHealthcare
nGovernment, Defence and Education
nUtilities and Infrastructure
A 360 Degree Portfolio For Comprehensive Expertise
End-to-end Service Offerings
nConsulting
nInfrastructure Solutions
nWipro Computing Products
nBusiness Solutions
nSystem Integration
nEnterprise Services
nInfrastructure Availability Services
nManaged IT Services
nData Centre Lifecycle Management
nTotal Outsourcing
Key D
iffere
ntia
tors
Wipro uses a Performance Scorecard to
measure the success of an Outsourced
engagement. The Performance Scorecard
measures performance against a range of
objectives – Service Levels, Value, Quality and
Customer Satisfaction. This provides a balanced
view of the health of the total relationship
including technical measures to support the
attainment of Service Levels. Performance is
tracked against preset performance levels on a
weekly, fortnightly or monthly basis, depending
on customer preference.
6
Proven Performance Management Framework
Scorecard
Weightings
Weightings
Weightings
WeightingsSatisfaction
Quality
Value add
Service Levels
Scorecard results to relevant partiesResults
Wipro
Client
OUTCOME
Innovation @ Work
n
n
n
n
n
n
n
Dedicated Innovation Council at Wipro funding over 50 projects every year in the areas of Technology, Process and Service
Delivery Innovation
Over 60 industry-facing Centres of Excellence engaged in exploring new technologies to enable business transformation
500 professionals dedicated to the innovation agenda
Pioneers of the offshore delivery model for remote management of IT infrastructure and applications
First in the world to apply Lean and Six Sigma methodologies in IT service delivery – 700+ live Lean projects underway
Over 100 plug-and-play IPs and patents to cut time-to-market for customers by 20-30%
50 patents filed on behalf of clients in the course of collaborative transformation
7
Wipro has strategic partnerships with over 50 technology leaders to ensure you have the best-of-breed technologies working for you.
Best-of-breed Alliances
EnterpriseInfrastructure
EnterpriseApplications
EMS & Security
Call Centre
Othersavailability I performance I security
*All logos displayed above are trademarks of the respective owners.
8
Wipro prov ides remote moni tor ing and management of
IT infrastructure and applications through its Global Service Management
Centre (GSMC) in Mysore, India. The Wi-Fi facility which is equipped with
automated tools, modern telecom and communications infrastructure and
redundant power supply, enables detection and resolution of issues even
before they occur, round-the-clock, using secure connectivity.
The facility offers the highest levels of security through Biometric Security
Devices, Password Vaults and Data Encryption, so that each customer
environment is protected and isolated from the other.
GSMC: Nucleus of Superior Service Delivery
Shared Services: Driving Transformation
GSMC is certified for ISO 9001:2000 (Quality Management Systems), ISO 20000 -1:2005 (IT Service Management Systems) and ISO 27001:2005 (Information Security Management Systems).
Wipro Data Centres:
Propelling Your Business
We provide Data Centre Lifecycle Management
Services through our state-of-the-art Tier-III Data
Centres. Apart from the traditional Data Centre
model, you can now avail IT infrastructure and
select applications as a service, which can scale
as per the demands of your business.
The seamlessly scalable infrastructure not only
enhances your capability to adapt to changing
business requirements, but also ensures your
technology investments are optimized and
protected at all times.
9
Industry Rankings
n
Enterprise Knowledge into Shareholder Value”
nTop Network Integration company – Voice and Data, 2005,
2006, 2007, 2008
nNumber 2 IT Services Organisation in India – IDC 2007-2012
nMost Trusted System Integrator, 2008 – CTO Forum
nWipro positioned as Strong Performer in “The Forrester
Wave™: Security Consulting, 2007 – Forrester
nOnly T ie r 1 Network Integrator, 2007-2008
– Communications Today
nWipro ranked 4th among 'Top Companies for Leaders' in
India, 5th in Asia Pacific region and 20th globally for 2007
– Survey by Hewitt Associates, Fortune Magazine, and
The RBL Group among 563 participating companies globally
Asian MAKE Award, sixth time in a row, for “Transforming
nInnovation Excellence Partner Award, 2008 Microsoft
nSAP Pinnacle Award for Best Partner across Asia Pacific in
mid-market segment, 2008
nLargest Sales Partner for Cisco, 2008
nPartner of the Year for Oracle Middleware, 2008
nBest Sales and Services Partner Award, 2008 – SUN
nLargest and Best Performing Enterprise Partner Award,
2008 – Symantec
nBest Technology Partner Award, 2008 – EMC
nPartner Excellence Award, 2008 – NetApp
–
Technology Partners' Ranking
What The World Thinks Of Us
10
Co
nsu
ltin
g S
erv
ices
As organisations move up the value chain, they need to drive business momentum
despite challenges arising from globalization, technology change and dynamics of
customer loyalty.
Wipro consultants not only have vast industry experience in aligning practices that
complement business, they are also experienced change agents who have already
brought about transformation within organisations. We bring not just the
consultant's view of best practices, but also the practitioner's experience for
measurable results.
Service Offerings
nBusiness Transformation
nFunctional Excellence
nProcess Excellence
nRisk, Compliance and Architecture
nEnterprise Architecture Consulting
ne-Governance
Wipro Advantage
n1200+ consultants with average 10+ years of Industry experience
nExperienced Change Agents for Business Transformation
nClient Value Forum – A unique offering to help achieve Customer Edge
nLargest pool of certified PMI consultants in India – Over 700 consultants with vast
industry experience
nStrong process orientation for increased efficiency and productivity – Over 200
Six Sigma black belts
nRobust and Tested methodologies based on industry Best Practices
nHandholding from Ideation to Implementation
Building Sustainable Global Leadership
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Infra
So
lutio
ns
One size does not fit all. So, how do you decide which technology product is
best suited for your domain and business? At Wipro, we study the unique
IT infrastructure requirements of our customers to deliver customized
enterprise products geared for competitive advantage.
Wipro Advantage
nTwo decades experience and expertise across
servers, storage, network and applications
nOptimized and cost-efficient products
nOver 50 strategic partnerships with product
leaders
nQuality focus – DMAIC, Six Sigma, ISO
nRapid deployment and service consistency
Product Range
nEnterprise platforms
nNetworking Solutions
nData Storage Solutions
nEnterprise Information Security
nEmerging Technologies
nContact Centre Infrastructure
Best-fit Technologies Ensuring Customer Delight
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Wip
ro S
yste
ms
an
d T
ech
no
log
ies
Product Range
nWipro Desktops: Entry-level, Mainstream and Performance
desktops including RoHS compliant Wipro PCs
nWipro Notebooks: Sturdy to ultra-light design, wide and bright
screen, long battery life, Wi-Fi, Integrated Webcam, 7 point
data security features and more
nNetpower Servers: Intel-based servers comprising entry-level
Uniprocessor and dual processor servers; Performance segment
servers; Blade servers; Enterprise class servers; AMD - Performance
& Enterprise class servers
nSuper Computers: Capable of 1 trillion mathematical calculations
per second, going up to hundred thousand trillion calculations
per second; Superstorage that can scale up to multiple
hundred Petabytes
nISO 9001:2000 certified manufacturing facility
at Puducherry
nTechnological partnerships with Intel and Microsoft to
ensure latest products
n24/7 toll free centralized call centre for technical support
n21 repair and spare stocking centres including 100
locations for critical spares
nCentral Warehouse and exclusive Laptop Repair Centre
at Bangalore
Wipro Advantage
Quality & Service, Redefined
13
Bu
siness S
olu
tion
s
Wipro's solutions are focused on improving the operational efficiency of
your business. Aided by Centres of Excellence that test and demonstrate the
solution capability, Wipro solutions also have the backing of global
technology leaders through strategic partnerships. Further, our strong
quality processes, modular frameworks and proven methodologies for rapid
implementation, ensure our solutions deliver business value from Day 1.
Wipro Advantage
nHigh consulting capabilities and technical expertise across verticals
nSolutions based on global quality and process standards – Six Sigma, SEI CMMi
nOver 40 industry-facing Centres of Excellence to test and demonstrate solution capability
nTemplatized reusable solutions for quick turn around – Faster time-to-market for customers
nEnhanced operational efficiency, productivity improvement
Smart Solutions That Deliver From Day 1
Service Offerings
nEnterprise Applications
nEnterprise Application Maintenance
nData Warehouse & Business Intelligence
nApplication Development and e-Enabling
nPoint Solutions
nThird Party Testing
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Sys
tem
In
teg
rati
on
Service Offerings
Our integration services include consultancy, system integration
and project management services for the following:
nApplication and Enterprise System Integration
nBusiness Continuity Planning
nContact Centre Infrastructure
nData Centre Services
nDisaster Recovery Services
nEnterprise Management
nNetwork Integration
nPlatform Integration
nRetail Automation
nSecurity Infrastructure
nUnified Communications
nLogical & Physical Security Solutions
Wipro Advantage
nBest-of-breed solutions with Vendor agnostic approach
nExperienced system integrators across geographies and verticals
nDeep product knowledge across technologies and platforms
nLargest partner for Cisco in India and strategic partnerships with Nortel, Sun,
HP, IBM, BMC and Citrix among others
nProcess Orientation for consistent service delivery – ISO 9001:2000 certified
Integrating Technology with Business
Seamless integration of multiple IT systems in an enterprise is imperative to ensure
smooth flow of information between concerned stakeholders. It is equally
important to ensure they remain agile, flexible and scalable for future growth.
Wipro’s rich experience in complex system integration projects as well as deep
knowledge of products in this space, makes it the IT partner by choice. With Wipro,
no matter what the size or nature of your organisation, you can rest assured your
systems stay connected in the best possible way.
15
Man
ag
ed
IT S
ervice
s
Service Offerings
nBusiness Service Management
nApplication Management
nApplication administration and production
support for SAP Basis, Oracle Apps and
Web applications (J2EE and .Net)
nData Centre Services
nManaged Security Services
nContact Centre Services
nEnd User Support Services
With the technology landscape constantly changing, enterprises are
finding it increasingly difficult to manage their complex IT infrastructure
and applications on their own. Managed IT Service from Wipro not
only offers monitoring, management and administration of the
IT environment, it also synchronizes IT with your business to maximize
business performance. Managed IT service offers the more advanced
IT capabilities, leaving you free to concentrate on more strategic
endeavors within the organisation.
Maximizing Business Performance
Wipro Advantage
nReal-time performance dashboards to measure business service
availability and performance
nFlexible service delivery models–Onsite, Remote, Hybrid
nISO certified GSMC for remote management of IT infrastructure and
applications – quick resolution and lower cost of operations
nEnhanced operational efficiency using industry Best Practices
nAdaptable environment in the face of sudden change in technology
nITIL processes for continuous improvement in service delivery
nRobust Program Governance framework to ensure smooth project execution
GSMC, Mysore.
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En
terp
rise
Serv
ices
Ensuring Higher Availability, Scalability of All Mission-critical Infrastructure
Enterprise Services offers complete IT Product usage lifecycle services spanning
installation, high availability support and Technology Transformation services. This
ensures higher availability of your mission critical infrastructure while enhancing
effectiveness for accelerated business growth.
Service Offerings
nDomainwise High Availability services: Wipro Classic,
Premium, Premium Plus
nUnisupport: Single point accountability for all Enterprise IT
infrastructure across domains
nExpertconnect: Online Technical Support from Technical
Experts, anytime-anywhere
nTechnology Transformation Services: Proactive advanced
services for higher capability
nIT Landscape Services
nTechnology Adoption Services
nAvailability and Recovery Assurance Services
nOptimization Services
Wipro Advantage
nMulti-technology expertise, across industry verticals
nFlexible and customized SLAs for mission-critical support
nISO certified GSMC for online technical support from Technical Experts
n24 X 7 centralized Customer-Care Centre with CRM
nCentre of Excellence Lab for problem simulation, training and testing
nWide reach and presence – 150+ Service Centres in India
nQuality processes, strong knowledge base and service excellence
nMultiple alliances with all major technology players
nValue for money and investment assurance
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Infra
Ava
ilab
ility Service
s
Service Offerings
nIntel/AMD server management and hardware support
nSupport for all hardware brands and peripherals
nHigh Availability Services
nSoftware and Hardware Upgrade Solutions
nMicrosoft Infrastructure Services (Deployment,
migration and integration)
nPortal, workflow and business productivity solutions
nMicrosoft Unified Communication Solutions
With Infrastructure Availability Services, you need not
maintain separate annual maintenance contracts with
multiple vendors to service your infrastructure needs.
We install, manage and support all IT infrastructure around
Microsoft, x86 and associated technologies. Through best
practices in hardware management, we ensure high
availability across vendors and transcending technology –
Anytime, Anywhere.
Anytime, Anywhere Support For All x86 & Microsoft Technologies
Wipro Advantage
nSimpleConnect services from GSMC for multi-lingual telephonic support
nExpertConnect services from GSMC for online technical support
nWide reach and presence - 164 service centres in India
n21 spare stocking centres including 100 locations for critical spares
nCentral Warehouse and exclusive Laptop Repair Centre for all
brands and models
18
Enabling Business Transformation
Wipro’s Total Outsourcing (TOS) Services aims at achieving maximum value for businesses by providing
integrated end-to-end IT services using industry best practices. From technology deployment to
optimization, we fulfill all your IT infrastructure and application demands–even while evaluating,
deploying and managing, flexible, responsive and economical solutions. Through our quality processes
and program governance frameworks, we help our clients achieve and sustain business momentum.
As one of the world's top technology partners, we have helped organisations strategize, integrate,
manage, maintain and improve their IT to achieve business transformation. Our success lies in our
continued focus to help you enhance your business value through IT.
Tota
l O
uts
ou
rcin
g
Integrated end-to-end services driving Business Transformation
Strategy Consulting
Technology Consulting
Process Consulting
New Application Development & Management
Business Applications Sustenance
Application Optimization
Infrastructure Management Infrastructure Optimization
Infrastructure set up & Provisioning on a pay-by-use basis
PROGRAMGOVERNANCE
Ente
rpri
se A
pplic
atio
ns s
ervi
ces
Con
sultin
g services
Technology Infrastructure services
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Tota
l Ou
tsou
rcing
Wipro Advantage
nSingle point accountability across Assets,
Operations, Manpower
nTransaction based and Output based pricing
models
nEffective Program Governance for integrated
service delivery
nEffective decision support systems with
industry benchmarking
nExcellence in service delivery using Global
quality and process standards
nAccess to advanced technologies and best-fit
products
nSignificant cost savings in overall IT
operations
nBusiness Transformation capability
1. Service Design & Deployment
2. Change Management
3. Service Level Management
4. Transition/Project Management
5. Risk Management
1. IT enablement to business process
2. Proactive Technology
3. Demand Management
4. Optimized Technology
5. Business Value Analysis
1. Governance Effectiveness
2. Customer Experience
3. Communication Management
4. Expansion of Scope
5. Issue Management
1. Invoicing & Verification
2. Service Consumption Analysis
3. Contract Management
4. Contract Change Administration
GOVERNANCE PROCESS
SERV
ICE
DELIV
ERY
MAN
AGEM
ENT
TECHNOLOGY
MANAGEM
ENT
MANAGEM
ENT
RELATIONSHIP
FINAN
CIAL
/CONTR
ACT
MAN
AGEM
ENT
ITIL PMI CMMi ISO 9001:2000 COBIT Six sigma
Best Practices Process Discipline Continuous Improvement
Robust Program Governance Model For Smooth Execution
The success of an outsourcing engagement depends on the Governance model used to
achieve a set of mutually defined business goals. Wipro’s governance discipline breaks
down an engagement into four components to drive an actively managed partnership.
These components include SLA, Relationship, Contract and Technology Management.
According to Wipro, the guiding principles for good governance are value,
transparency, flexibility, simplicity, clear communication and incentives for superior
performance / improvements, while remaining economically viable for both parties.
20
A Cross Section Of Our Key Clients
We understand your world
* All logos displayed above are trademarks of the respective owners.
21
The success of SAP implementation in our Carbon Black
business shows Wipro's global expertise in providing
efficient business solutions within the time frame.
– Suresh C. Dad, Global Sourcing Leader,
Carbon Black Business, Aditya Birla Group
Wipro has strong experience in the Telecom domain as well as a
good working relationship with all equipment vendors and
global service providers. Aircel considers Wipro a strategic
partner for the transformational journey.
– Ravinder Jain, CIO, Aircel
Customer Speak
The key strengths of Wipro Infotech lie in business ready e-infrastructure
solutions for BFSI, telecom and government verticals, providing complete IT
lifecycle management: procurement and integration services, product support
and IT management services and application-specific platform frameworks and
associated practice built around that.
– IDC Indian IT Services Market Analysis 2005-10
22
Wipro firmly believes that business cannot be built at the cost of
ecology. It is not sustainable. In keeping with this belief, Wipro has
undertaken a self transformation to create an ecologically sustainable
organisation and business.
At Wipro, we don't just “Think Green”. We “Act Green” as well.
At Wipro
n
n
n
n
n
n
Compact Flu rescent Lamps(CFLs) replaced with Light Emitting
Diodes (LED) at Sarjapur campus, Bangalore to reduce power
consumption
Platinum and Gold certified Green Buildings at Wipro campuses in
Gurgaon and Kochi
Energy efficient solutions for air conditioning and computer
systems
Meeting 52% of water requirement with recycled water
Bio gas generated from canteen waste and used as fuel in Wipro
canteens
Own Pulp factory for recycling paper waste generated at Wipro
offices
o
n
n
n
n
Wipro at the forefront of building Green Data Centres
Offering eco-friendly solutions like paperless office, virtualization,
freight management, carbon accounting, etc
Launched Wipro Greenware, India's first eco-friendly PC range
First to offer E-waste disposal services and water treatment
solutions to customers
In Business
Through Community Action
n
n
n
n
Mass tree-plantation drive in Bangalore, Kochi, Delhi and
Chennai. Tree plantation in Tsunami affected area of
Pushpavanam, Chennai, is a Guinness Record
Plastic-free drive, lake restoration activities
400 Eco Chapters launched nationwide for Wipro employees
to build awareness through talks and video sessions on
green subjects
Outreach programs to engage with local NGOs, community
leaders and thought leaders to spread the Green message
Our Commitment To A Greener World
www.wipro.in www.wipro.com
23
Wipro Infotech Offices (India)
BANGALORE CORPORATE OFFICEDoddakannelli, Sarjapur Road, Bangalore - 560 035.Tel: +91-80-28440011 Fax: +91-80-28440214
KOLKATA03 Pretoria Street, 3rd Floor, Kolkata - 700 071.Tel: +91-33-22828489/2282 9891/ 8572/ 862 Fax: +91-33-22825912
CHENNAIWipro Infotech, CDC-3, # 105 Anna Salai,Guindy, Chennai, Tamil Nadu, 600032Tel: +91-44-30623509 Fax: +91-44-30686666
SECUNDERABADG-Block, 6th Floor, Surya Towers, 105, S P Road, Secunderabad - 500 003.Tel: +91-40-27845196 Fax: +91-40-27811478
NEW DELHIPlot # 480-481, Udyog Vihar Phase 3,Gurgaon - 122016. Tel: +91-124-3084000
BHOPALII Floor, E-5/6 , Bittan Market, Opp. Habibganj Police Station, Arera Colony, Bhopal - 16.Tel: 755-4291737/4284212
JAIPURGround Floor, C-92, Lal Kothi Scheme, Behind Vidhan Sabha, Jaipur - 302015.Tel: 141-4040841/4040842
CHANDIGARHSco 208-09 3rd Floor, Sector 34 A, Chandigarh.Tel: 172-2664404/2612866 Fax: 172-2662069
LUCKNOW4th floor, Raj Chambers, 20/9, Rana Pratap Marg, Lucknow - 226 001. Tel: 0522-4021852 Fax: 0522-4021855
COCHIN38/628 - F, 4th Floor, A&P Arcade, S.A.Road,Cochin - 682016.Tel: 0484-2312379/2318173 Fax: 0484-2317226
MUMBAISanghvi House, 18, Subhash Road, Vile Parle (E),Mumbai - 400057.Tel: +91-22-66715100/01/02 Fax: +91-22-66985646
PUNE5th Floor, C - Wing, Godrej Eternia, Old Pune-Mumbai Road, Near Shopper's Stop, Shivajinagar, Pune - 411005.Tel: 20-30286656/66022634
AHMEDABAD1st Floor, Chakkavarthy Complex, Drive in Road,Near Vijay Char Rasta, Opp. Central Bank of India,Navrangpura, Ahmedabad - 380 009.Tel: 79-26441318/1628 Fax: 79-26425158
