HCLTech Azure Cloud Operation Support with ElasticOps

HCLTech's ElasticOps is an Artificial Intelligence-driven technology operations (Steady state service) for Azure including SAP in Azure that uses smart algorithms powered by DRYiCE to provide zero-touch automation of tasks and processes. It brings the power of AI, Autonomics and Orchestration to simplify IT and business operations.

HCLTech ElasticOps for Azure provides an integrated and customized suite of services to achieve enterprise class scalability, performance and availability with a focus on innovation. This service package includes all levels of support including Incident Management, Change Management, Problem management, Service Request fulfilment, Preventive Maintenance, Performance management, Event Management, etc.

ElasticOps delivery model brings a large pool of skilled resources with strong automation capabilities powered by HCL's DryiCE. DryiCE_AI framework brings industry leading tools at different layers of enterprise IT management on an on-demand basis. Along with DryICE_AI, the quality of the services enhanced by HCLTech's Gold Standard framework that consists of a set of best practices across Governance, Operations and Technology. The other tools are DRYiCE ML, for Event Automation, DRYiCE MyXalytics for Unified Reporting, DRYiCE iAutomate for Runbook Automation and DRYiCE™ SX for ITSM.

Services for Azure: HCLTech provides L1, L2 and L3 support for Azure Environment.

L1 Support: Monitoring and Management of the Infrastructure, SOP based Troubleshooting

L2 Support: Incident troubleshooting, End to end ownership on the incidents, Service request executions, Change executions, Problem Management, Cloud infrastructure management

L3 Support: Bug fixing, support on new software update releases, health check and capacity checks

Azure services covered (Indicative list only)

1. Servers: Azure Virtual Machines (Public Cloud VMs), Azure VMWare Services, Azure PaaS,

2. Operating systems: All OS available on Azure (All available versions of Windows and flavors Linux such as RHEL, Suse, etc)

3. Azure Storages (All storage services of Azure)

4. Azure Cloud Native

5. Azure Network Services

6. Azure Stack Edge, Azure Stack HPC and Azure Stack Hub

7. Azure Application Services

8. Backup

Services for SAP on Azure (Indicative list):

1. SAP Basis (L, L2 and L3 support) & HANA DB support

   L1 Support: Start and Stop of SAP instance, Monitoring the availability of SAP systems, Regular system health checks, Monitoring filesystems and database growth

   L2 support : Management of Transport Management Systems, tools, Setting up batch jobs, Applying support packs and add-on installation, System profile maintenance and Database parameter tuning, Applying SAP Notes and Database and SAP system performance

   L3 support : System refresh tasks, SAP application server installation and configuration, Planning and execution of SAP system patching and upgrade, Design, setup, reorganize SAP Landscape and plan and execute DR drills

2. Support of Linux (Suse, RHEL and other flavors of Linux)

3. Management of security and authorizations for SAP Basis, DB, OS.

4. Non HANA DB support, etc.

Key Features of the service:

1. Comes with option of 24/7, 16/5 and 8/5 monitoring and management. Mix and match also possible

2. NLP and AI-powered zero-touch automation remediation

3. Machine Learning enabled collaboration and algorithm driven event correlation

4. Proactive Azure management life cycle

5. Algorithm based near real-time reporting and analytics

6. End-to-end business and IT process automation across the stack

7. Scalable architecture, tools and resources

8. Strong process and compliance

Key benefits:

1. Fast time-to-value (plug-and-play framework)

2. Scale up/down as per business requirements

3. Flexible pay per use pricing

4. End-to-end visibility and automation

5. Unified reporting

6. Catalogue based Services

7. Predictive analytics based FinOps

8. Flexible Services Windows & Customizable SLA's

9. Scalable Delivery Model

10. Scale up and scale down as per business need

11. Strong process & compliance framework (ITIL V3, SOX, COBIT, SAS70)

12. Robust delivery operating model

Standard Service Levels: ElasticOps services are provided with the following service levels. These service levels are measured and reported on a monthly basis. Tiered SLA options offered depending upon your business requirements, architecture and needs.

Below are the uptimes ensured:

Platinum: 99.99% Gold: 99.9% Silver: 99.5% Bronze: 99%

Response time(customizable based on customer requirement):

Priority 1 : 15 minutes; Priority 2 : 30 minutes Priority 3 : 2 hours Priority 4 : 4 hours

Resolution (customizable based on customer requirement): Priority 1 : 2 hours Priority 2 : 6 hours Priority 3 : 2 business days Priority 4 : 3 business days