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Click on the questions below to read Sify's answers.
1. What standards are adopted in Sify's service delivery processes?
Sify’s processes for delivery of infrastructure management services are ITIL compliant. ITIL is a set of best practices accepted as the de-facto standard for IT service management. Sify also adopts Six Sigma techniques for enabling continuous improvement in productivity and end customer satisfaction levels.
2. I am looking at streamlining the processes in our IT operations. How can Sify help?
Sify can contribute significantly in this area. Mature processes are key from the perspective of productivity benefits, as well as risk free transition to a services provider. Sify’s team of consultants, will study your IT operation processes, analyze it from an ITIL process framework, identify the gaps, and recommend or help in process optimization to ITIL standards.
3. What is Sify’s delivery model?
Sify has an offshore based remote delivery model. Only basic activities like project coordination and ‘hand & eye’ support, require onsite presence.
The services are delivered remotely from our command centers in Chennai, India.
4. What is Sify’s organization structure for service delivery?
Please refer to the engagement governance structure mentioned in engagement governance methodology.
5. What are Sify’s technical requirements to provide remote services?
- All devices/applications need to be SNMP enabled (wherever applicable) with read only SNMP
- Administrative or equivalent access to servers, databases, firewalls and messaging servers to carry out administrative tasks
- Knowledge transfer and relevant documentation from key customer contacts on the environment and processes
- Distribution list for reporting and other communication
6. What performance indicators does Sify use to measure the performance of its customers’ IT operations?
- Time taken to resolve client problems
- Number of problems resolved by offshore support team
- Number of recurring problems
- Number of root cause analyses done and implemented
- Number of changes carried out
- Number of service requests delivered
- Reports on resolution time based on problem classification on IONI
- Customer infrastructure availability and performance
7. What are Sify’s SLAs for different services? How do they compare with what other vendors offer?
Sample SLAs for remote infrastructure management services are given below.
Sify constantly benchmarks itself against the best in class. Depending upon the stability of the client’s IT environment and maturity of the processes, Sify can commit best possible service levels.
Indicative SLA attributes
8. How will Sify handle changes in scope and scale after commencement of engagement?
Sify has a well defined engagement governance methodology. For details, please refer to our engagement governance methodology.
9. How does Sify address requirement for onsite support at client locations?
Sify can address this requirement in two ways:
- Sify can depute someone from the team in India to move onsite
- Sify can make available the relevant skilled resources through partner companies in the client’s country
10. Does Sify address hardware support for the infrastructure that is outsourced?
No, Sify does not undertake hardware support. But Sify can coordinate with hardware and AMC vendors, whom the client has contracted.
11. My organization wants to outsource the entire IT operations that include transfer of asset and people. Does Sify provide this type of engagement?
Currently, Sify does not support an engagement model which includes transfer of assets and people.
12. We currently have servers on our premises. We would like Sify to take physical possession of the servers and responsibility for application services. Does Sify provide this type of engagement?
Yes, Sify supports such engagements. However, Sify will not assume financial ownership of the equipment.
In addition, Sify cannot support code maintenance for any application. Sify will work with client’s application maintenance team, for this purpose.
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