Wipro INFORMATION TECHNOLOGY INFRASTRUCTURE

INFORMATION TECHNOLOGY INFRASTRUCTURE

SUBMITTED BY:-

HARSH AGRAWAL91022

Table of Contents

SECTIONS:

1. ........................................................................ 4

1

F O R E S C H O O L O F M A N A G E M E N TN E W D E L H I

2 0 0 9

2. WORLD’S BIGGEST ENTERTAINMENT SEGMENT ............................................................. 53. HISTORY OF VIDEO GAMING ......................................................................................... 74. BUSINESS MODEL OF THE GAMING INDUSTRY ............................................................... 8

5. DIFFERENT GAME GENRE ............................................................................................ 10

1. ORGANISATION AND STRATEGY

Wipro started as a vegetable oil trading company in 1947 from an old mill at Amalner,

Maharashtra, India founded by Azim Premji's father. When his father died in 1966, Azim, a

1

graduate in Electrical Engineering from Stanford University, took on the leadership of the

company at the age 21. He repositioned it and transformed Wipro (Western India Vegetable

Products Ltd) into a consumer goods company.

In 1977, when IBM was asked to leave India, Wipro entered the information technology

sector. In 1979, Wipro began developing its own computers and in 1981, started selling the

finished product. This was the first in a string of products that would make Wipro one of

India's first computer makers. The company licensed technology from Sentinel Computers in

the United States and began building India's first mini-computers. Wipro hired managers who

were computer savvy, and strong on business experience.

In 1980 Wipro moved in software development and started developing customized software

packages for their hardware customers. This expanded their IT business and subsequently

developed the first Indian 8086 chip.

Since 1992 Wipro began to grow its roots off shore in United States and by 2000 Wipro Ltd

ADRs were listed on the New York Stock Exchange.

“Determination. Constantly driving us to do more.”- Wipro technologies

Wipro Infotech is the leading strategic IT partner for companies across India, the Middle East

and Asia-Pacific - offering integrated IT solutions. They plan, deploy, sustain and maintain

IT lifecycle through their total outsourcing, consulting services, business solutions and

professional services.

Wipro Infotech is a part of USD 5 billion Wipro Limited (NYSE:WIT) with a market

capitalization of USD 24 billion. Wipro Infotech was the first global software company to

achieve Level 5 SEI-CMM, the world's first IT company to achieve Six Sigma, as well as the

world's first company to attain Level 5 PCMM. Currently, its presence extends to 9 regional

offices in India besides offices in the KSA, UAE, Taiwan, Malaysia, Singapore, Australia and

other regions in Asia-Pacific and the Middle East.

Wipro Technologies deals in the following businesses:-

IT Services: Wipro provides complete range of IT Services to the organization. The

range of services extends from Enterprise Application Services (CRM, ERP, e-

1

Procurement and SCM) to e-Business solutions. Wipro's enterprise solutions serve a

host of industries such as Energy and Utilities, Finance, Telecom, and Media and

Entertainment.

Product Engineering Solutions: Wipro is the largest independent provider of R&D

services in the world. Using "Extended Engineering" model for leveraging R&D

investment and accessing new knowledge and experience across the globe, people and

technical infrastructure, Wipro enables firms to introduce new products rapidly.

Technology Infrastructure Service: Wipro's Technology Infrastructure Services

(TIS) is the largest Indian IT infrastructure service provider in terms of revenue,

people and customers with more than 200 customers in US, Europe, Japan and over

650 customers in India.

Business Process Outsourcing: Wipro provides business process outsourcing

services in areas Finance & Accounting, Procurement, HR Services, Loyalty Services

and Knowledge Services. In 2002, Wipro acquiring Spectramind and became one of

the largest BPO service players.

Consulting Services: Wipro offers services in Business Consulting, Process

Consulting, Quality Consulting, and Technology Consulting.

Out of the 4,237,537 equity shares, 238500 equity shares are held by Azim Premji

Foundation (I) Pvt. Ltd. and 10,000 equity shares are held by Azim Premji Charitable

Foundation Pvt. Ltd. Mr Premji is also the Promoter Director of Azim Premji Foundation (I)

Pvt. Ltd as well as Azim Premji Foundation Pvt.Ltd. and Mr Premji disclaims any beneficial

interest in these shares.

The Business Model followed by the company is depicted in the following figure:-

1

T

h

e

B

T

h

e

T

The figure below shows the hierarchy in the IT department of the company.

2. INFORMATION SYSTEM FUNCTIONS

The following figure shows all the functions involved in managing the IT infrastructure of the

organisation.

1

Planning to Implement Service

Service Management

Service

Support

Service

Delivery

T

h

e

B

The Business

Perspective

Applications Management

ICTInfrastructureManagement

T

h

e

T

Security Management

ABOUT IMG - IT MANAGEMENT GROUP OF WIPRO

IMG, the IT Management Group, a high performance team of professionals, provides support

in the areas of computer hardware, network infrastructure (data, voice, and video) management,

network security and messaging.

The key to IMG’s success in providing support and services of immaculate quality, lies in its

team of highly qualified, world class, process oriented and experienced professionals.

IMG caters to the computing and connectivity needs of all the Wividus customers spread across

India, United States, Europe and Japan, at high service levels.

IMG’s focus areas are classified into Infrastructure Support Services and Business Support

Services. These services include desktop support, e-mail and internet access, VoiceNet,

video conferencing, information security, offshore development centers, disaster recovery

1

and business continuity planning.

The IMG Organization Structure is built on three functional pillars - Operations, Projects

and Planning.

Under the Operations team we have location IT operations and 24/7 Global Network operations.

The location teams, under the IMG Cluster Head, support the business units on ODC networks

& security, in addition to the backbone infrastructure.

The 24/7 GNOC team is responsible for the global service delivery, which is a 24/7 operations

handling networks, servers, security operations and remote desktop support.

The Projects team, takes care of IMG projects on new as well as existing infrastructure.

The latest and advanced technology services, are designed and implemented by this team,

aligned with the business vision of Wipro.

The Planning division handles the technology and financial planning. This team also takes

care of quality initiatives like Six Sigma, BS7799 and ITSM.

Welcome to IMG Business IT Services!

IMG Business IT Services (IMG-BSS) caters to the IT needs of the Business for Pre-sale

support, Sales support and Business Development Activities and IT account management for

key accounts.

IMG-BSS is organized in alignment with the Organization’s BU Structure and has designated

IMG Consultants and Business IT Services Managers for all the respective BU’s. IMG-BSS

also has a central BSS-PMO function that manages and supports RFI Responses and ODC IT

Implementations.

Disaster Recovery

Disaster recovery planning[DRP] – The art of building resilient and redundant IT systems

and services, provided by IMG, is critical to the business operations of Wipro and hence,

planning for the network , systems and security infrastructure has gained importance more

than before

1

The DRP Initiative assumes importance especially after 9/11 incidents in US, where in a well

drafted and updated plan for recovery of IT systems comes to help in a real time disaster

scenario.

This service deals with the various aspects of recovery planning at Wipro- with specific focus

on our global backbone IT infrastructure, and facilitation provided by IMG, to the business

infrastructure.

This also becomes a part of the Business Continuity Program at Wipro.

IMG’s DRP initiative has helped it gain an edge through shortened response time, minimized

losses, increase in competitive advantage, controlled recovery costs etc.

Questions and Answers

1.What exactly is business continuity planning?

Business Continuity Plan is concerned with keeping business critical key processes up and

running during a disaster situation. This addresses more of the People and Processes part of

an Organization.

2.What is Disaster recovery planning?

Disaster Recovery Plan is concerned with recovering from a disaster once the disaster has

happened in a location. This addresses more of IT systems used for providing service. It is

also the process of how to recover by putting the IT systems back in place after facing a

catastrophe.

3.How is DRP related to BCP for Wipro Technologies?

DRP will serve as an input to BCP process. When invoking recovery operations by specified

teams, the recovery of IT systems are extremely crucial for continuing the business

operations which is related to DRP.

1

4.How to we decide the composition of CMT, SRT and RT. Should we involve team

members other than from projects?

Crisis management team, System recovery team and Restoration teams are required in the

various phases of Disaster recovery. For project related activities and setting up project

related servers, there should be active participation and ownership from the projects. So the

project members need to be team members for these teams. Crisis management team will

involve some senior level Members who are responsible for declaration of a disaster. Systems

recovery team constitutes the project team along with the Support functions (LMG, IMG, and

Admin) who will recover the operations for the project in the recovery site. The assumptions

that Support teams need to assist, needs to be captured in the disaster recovery planning

document very clearly and needs to be communicated to the support team members as well.

The Restoration team is the team which will restore the operations of the Project back to

normalcy in the Primary site where the disaster happened. This also should include Project

team members.

5.Who will decide where the back-up tapes need to be sent. It should ideally be sent at

least out of present site, but doing that daily, may not be a viable option

The Project Manager needs to decide this on a project level. Offsite storage is highly

recommended at least on a weekly basis. Various options are available for offsite storage

either with in India or outside India as per the guidelines given by IMG in the website of

DRP. IMG takes care of the media (tapes) management .It is the responsibility of the Project

manager to decide the locations for safe storage and consult with the location IMG Manager.

Prior to this, it is highly recommended to consult the CLIENT for taking his concurrence as

per contractual obligations if any (Please refer the master business agreements).

6.Back-up tapes needs to be kept in fire-proof, water-proof safe. Does every location has

that and can tapes be kept there. Who will know location of such safe? IMG/LMG?

Please discuss this with the Location IMG Manager to know the various locations where

Fireproof Cabinets are available.

7.Who will decide what should be a recovery site?

1

The recovery site decision will be taken by the Vertical Heads when an actual disaster strikes.

This will be addressed in the Overall Business Continuity Planning (BCP) for the

Organization. Space and other details related to people and processes are addressed through

BCP.

8.Who will evaluate and certify that testing of DRP is OK?

As decided by the Business Unit organization, Vertical Head could advise the Person

identified for the DRP Testing activity for coordinating the entire testing activity as per the

prepared DR plan( and also updates to DR plan could be documented subsequently) for the

various projects in the Vertical. A pre-requisite to testing is that the team involved in the

testing needs to be informed about the same in advance.

9.PM is normally the person making DRP, what is role of TM in the whole exercise?

TM shall assist and guide the Project Managers for formulating the DRP Plan.

10.There is no definition of Disaster. Every plan talks about disruption of service. We

need to quantify the time period of the disruption and the extent of disruption (say (100

% or 50 % of the service being non-functional for say 24 hours or 48 hours will qualify

to be declared as DRP). Without that definition, we would not know when to invoke DR

exercise and when it is a normal call to IMG. Can we have a minimum criteria

established for this definition?

This is defined in the BCP document. Please note that DRP document is an integral part of

BCP document. Level 1 Disaster is at Asset level, Level 2 disaster is at Site level & Level 3

disaster at city level and how to determine these disasters is provided as Guidelines in the

Sarjapur BCP documentation. Though the level of disaster will be estimated by the Damage

Assessment Team [DAT], Crisis Management team leader in consultation with the DAT team

will declare and invoke the DR plan. We have already formed DAT teams for every location.

Awareness for these teams is happening in the next 1 week time frame.

11.The understanding was that DRP will cover the Computing equipment failure and

BCP will cover the site and city level disaster. However, the DRP document template

circulated talks about 3 levels of disaster including site and city level disaster. As a

1

result, all the DRP documents look incomplete as the TMs do not know about the BCP

plans for the location / city.

DRP is an integral part of BCP and that is the reason why the same 3 levels of Disaster is

appearing in DRP documents as well. The projects are expected to provide the preferred

location for recovering the identified IT Systems for the three levels of disaster.

12.Assuming that back-up & recovery of account level non-execution related items that

form part of an account such as Contracts, Invoice details etc., are part of BCP. Is this

assumption correct?

The assumption is correct. In DRP, Projects are expected to cover only IT resources failures

and recovery strategies.

13.Interface points with local support teams (such as IMG and LMG) are not defined

(or at least unknown to TMs). This will be required if the DR Plans have to

meaningfully address the offsite storage and retrieval. Say for example what would be

the offsite storage for projects running in EC2, to whom will the TM hand over the

backups for storage and when he/she needs to retrieve, who will he/she contact ?

As per the document provided in DRP site (IMG Tier Services), IMG shall be responsible for

Media Management. Based on the contract or customer requirements, projects need to

provide the final requirements (such as location storage or remote location storage) for

enabling IMG Managers to plan and provide the facility. IMG Manager at every location will

be the single point of contact for this requirement.

14.Even through most projects run with MS Windows front end, they differ in terms of

whether it is Win 2000, or Win NT and /or the size of the RAM (256 KB, 512 KB, 1 MB

etc). In such a case, again the DRP documents assume that when the get the Desktops in

case of a disaster, they will get the desktops as they used to have. How does this tie with

the location level BCP?

We should get the number of Desktops required in case of contingency for enabling LMG

team to plan the resources. Again, based on the requirement a call needs to be taken about

purchase, agreement with vendor for quick shipment etc., Projects may not be able to run the

down sized operation with the same hardware specifications unless otherwise explicitly

1

specified in the DR planning document. Planning in this regard can be done only after

understanding final consolidated requirements across Wipro Technologies.

15.Many projects / ODCs have client supplied software (one media copy). What is the

policy on making a duplicate copy of them and storing them at offsite?

Most of the licensing agreements do state that duplicate copy of the software can be taken

provided if it is used strictly for backup purposes and not used in other production

environment. Respective project teams can contact Location LMG team to get this confirmed

on any specific requirements. After confirmation, duplicate media can be sent to off-site for

storage.

16.Some projects work on Wipro provided / leased servers (Solaris or NT servers). Do

we know if all such servers have an AMC / spares stock, so that the account teams can

put a recovery time line for the failure of such servers? Currently the TMs are not

informed of this.

AMC/Spares stock & SLA with vendors have been planned for all identified critical

backbone resources to ensure high availability. If the project specific IT resources require an

AMC then the concerned Project Manager is advised to approach location IMG Manager.

17.In case of MSN (Managed Service Network, provided by IMG), will IMG own the

DRP test plans, as individual accounts can not do it?

Managed Secured Network (MSN) DR Plans will be owned by IMG and commitment on DR

services will be as agreed upon while setting up the link.

18.In general, DRP test plan (or the test exercise) are going to be a little unpractical, as

we may not have duplicate servers / environments to run a DRP drill. How do we

address this?

True. If the contractual obligations expect this (DR mock drill - testing) as a mandatory

requirement then the same needs to be carried out and this will be purely Business Unit's call.

1

19.IMG Service Deliverables during DR scenario - Under this, there are no specific time

limits set for any recovery, even though there is a mention of what IMG can provide.

How do individual projects comment on the planned recovery time.

Considering the dynamic nature of DR business requirements (which varies across business

units) , though IMG has set recovery time limits ( based on business impact analysis of

critical backbone infrastructure at a higher level) for the shared Critical backbone

infrastructure, this needs to be mapped to specific requirements from business units on a

case-to-case basis during the DR scenario. Recovery scenario which involves joint activities

carried out by Projects and IMG could take care of this if requirements from Business Units

are clearly captured in the plan.

20.Since Customer contracts are not specific about many of these items, we may not be

able to address all these in our DR Plans before mid-Sep. What are the implications of

having DR Plans which may address some of these only partially, for the impending

BS7799 AUDIT?

From the BS 7799 audit perspective, Business Units should be able to demonstrate through

documents of some DR plans for selected accounts/Projects as per the criticality. For other

accounts the reason for not preparation of DR plans should be available.

21.Who should review and approve the DR Plans to say that it meets the BS7799 needs?

DR Primes for every business Units can certify this after review and buy-in from Solution

Delivery Heads/Vertical Heads). Please note that DR primes have undergone good amount of

DR workshops and interacted with KPMG team. Our long term sustenance plan is to ensure

sustenance of DR plans through Veloci-Q Quality Management system.

3. COMPONENTS OF INFORMATION SYSTEM

IMG provides overall asset management to a project/ODC for both hardware and software

1

assets. The objective of Asset Management is to have an accurate IT asset database deployed at

Wipro Technologies locations. IMG will be responsible for tracking of all Hardware assets and

Software development tools, licenses procured by Wipro Technologies (other than ustomer

supplied hardware and software)

However, the software engineering tools are tracked by Tools group and the hardware tools are

tracked by VSBU. IMG will manage the assets by tracking all new installations, upgrades and

asset movements not only within locations, but also between two different locations.

IMG categorizes IT Assets as under:

Desktops/Laptops

Intel Servers

RISC Servers (SUN Servers)

Active Components (Communication Devices)

Software Licensing

Software Downloads

Desktop, Laptop and printer support

IMG provides the support on Desktop and Laptop hardware, standard software and network

connectivity (LAN) as a part of the Desktop/Laptop service.IMG has a team of well trained

engineers who cater to this service at various Wipro locations. The location IMG team also

provides support on the desktop connectivity to the LAN. This ensures the necessary access to

other Wipro intranet, mail etc.

IMG ensures that the standard desktop software is installed and functioning on your desktop,

which includes Windows 2000, Office XP, Acrobat Reader, WinZip and Norton Antivirus,

Windows Media Player, Ayumni PDF Writer, Internet Explorer 5.5.

The support window for Desktop and laptop support is from 8:30 to 18:00 ( (IST- Monday to

Friday except on Wipro Technologies holidays).

At all other times users are encouraged to call the IMG Helpdesk (instead of logging a call on

1

the Helpline), which will assess the criticality of the call and provide appropriate support.

Any desktop related issues reported outside the regular office hours, will be directed to the

Desktop Operations Center (DOC), which will address the issue from a remote location only.

Although the primary responsibility of the DOC is to support the on-site users in the US, UK

and Japan, they will also provide it to all other Wipro Technologies users, who need support

after the business hours.

The problems on the desktop/laptop are addressed by the engineers and the quick resolution is

ensured, through second and third level specialist support teams, within IMG, with a well

defined escalation process.

Currently, the users are responsible for their individual Desktop and Laptop backups and are

requested to backup their data appropriately. However, IMG does provide customized backup

services to an ODC/project on special request, at a pre-negotiated cost.

Printer Services

IMG provides and supports printers to users at all Wipro locations. In case a user moves to a

new location, the IMG helpdesk will have to be notified. They in turn will assist you to

configure the printer in the new location, according to your needs.

IMG will also necessitate Toner replacements and if there is a need for major repairs, then IMG

co-ordinates with the vendor, for appropriate services.

Although it is a rare occurrence, an additional Printer can be acquired by a department, by

raising a CAR [Capital Acquisition Request].

We take care of the necessary support from the vendors through Service level agreements,

ensuring a high availability of printing facilities to the users.

MESSAGING

1

E-mail

E-mail access is provided to all Wipro users across the enterprise.

IMG supports the Wipro messaging system running with Microsoft Exchange architecture on

high availability hardware platforms. IMG uses an automated system that generates E-Mail IDs

for each new Wipro user, on the day of joining. Stringent E-mail policies are adhered to,

ensuring security of data exchanged within the organization. Right management service to

impose restrictions on email and office document for content protection.

AntiSPam check for all email received from external domain and antivirus check for all

inbound and outbound email.   The messaging system is supported by highly qualified IMG

personnel round the clock.   Service Request forms on email and related policies are available

on TEDWEB   For more information on IMG’s E-mail system, please go though the E-mail

section of the Service catalog and the Email FAQ  

Instant Messaging

IMG provides instant messaging service based on Microsoft Live communication server

supporting both client and browser based access. Apart from communication within Wipro the

service is extended to few public domain IM service provider like yahoo, MSN, AOL and

selected Wipro Partners like Microsoft, Honeywell, D&B and HP.   Users are encouraged to

use this instant messaging system in order to facilitate fast and efficient communication

between users at distant locations.

Network Services:

I. Local Area Network ( LAN)

1

The connectivity from your workstation to the network resources is provided through the local

area network (LAN) of your location. Most of the Wipro locations are equipped with high

speed (1000Mbps and 10000Mbps), Switched LAN, providing efficient connectivity.

IMG manages the LAN in all the locations. The IMG team, at respective location takes care of

management and support of LAN as well as managing the Network (IP) addresses.

II. Wide Area Network ( WAN)

Wipro locations are interconnected with each other, and with the world, through a well- designed,

managed and high availability WAN infrastructure.

IMG manages two different services within the WAN infrastructure of Wipro.

The high availability of the connectivity is ensured through round the clock monitoring and

support services through the Global Network Operations center.

Internet access is provided to Wipro Technologies users on a need basis, for browsing and

E-Mailing. By default, all users have access to the internet before 9:00 and after 16:00. To

gain access, a request needs to be made on the IMG requisition page on TEDWEB. IMG

acquires the appropriate approvals and access is provided within 8 hours, for a maximum

period of 1 year, which can then be renewed.

Voicenet 

Welcome to Wipro VoiceNet, the private Voice Network of Wipro Technologies. This

Premium cost-effective service is made available by leveraging on the existing WAN

Infrastructure. The service is currently available in select locations of Wipro Technologies.

Wipro VideoNet service facilitates Video Conferencing between Wipro Technologies locations

and remote sites. Video Conferencing can be effectively used for Team meetings, Reviews,

Trainings, Interviews etc.

1

Wipro VideoNet supports both ISDN (H.320) and IP(H.323) based connectivity.

 Wipro VideoNet has capability to support Multi-Point(more than 2 locations) Video

Conferencing both on ISDN and IP

 Wipro VideoNet Gateway has capability to support making calls from IP network to

ISDN and Vice Versa using a Video gateway which inter connects both IP and ISDN.

Campus Design Version 3.0 is the latest network architecture proposed for upcoming Wipro

campuses. The design features full device level redundancy in all the layers except access layer

& ensures 99.99% LAN availability all the way up starting from the distribution layer. The

design features latest Layer 2 load balancing technologies like Cisco’s Virtual Switching System

& Nortel’s Split Multi Link Trunking. 10Gig interconnection is planned at the core layer for big

campuses to take care of the increasing bandwidth requirements. Other features of the design

include dedicated Campus Level firewall & VPN Gateway, high switching performance at Core

layer using Distributed Forwarding Cards etc.

Key Benefits:

Business continuity (high availability): Real-time recovery, resiliency at the device

level, the design level, and the network level ensuring 99.99% LAN SLA at distribution

& core layers

High bandwidth with in increased throughput at the core Layer to support new

applications in virtualized environments

Predictable application performance to support converged applications: Layer 2/3/4

traffic classification (QoS), IP Multicast for new applications

Network Security

1

1

4. INFORMATION SYSTEM MANAGEMENT AND GOVERNANCE

IT Resource (Hardware) Management

The following points best describe how Desktop Management is organized:

An Asset tracking tool is deployed on all desktops

All user details are updated (like name, employee number, project details etc)

All relevant data is updated on a weekly basis

Machine movements are tracked

Tracking updates of basic hardware, user profile, software

Manual data upload - once a month (for non-Miscrosoft desktops)

Tracking WTY/AMC details

Server and Communication Devices

Server and Communication devices are managed as under:

Maintaining an accurate online database

Tracking machine movements and database upgrades

Optimize the usage

Tracking WTY/AMC details

Physical verification of assets

All processes in line with BS7799

Server sizing

IMG will provide the following server sizing related services, on the request of a project team

Consultation on appropriate server size, brand and make

Fine tuning the system regularly for optimum performance Ongoing monitoring of

system resource utilization and providing information about the same to the projects

Vendor Management for Projects

All servers and data communication equipment that are used at Wipro Technologies for the

express use of projects fall under these 3 categories:

1

Wipro Technologies funded and procured

Customer funded (procured by Wipro Technologies)

Customer supplied

IMG is responsible for the installation of all desktops across Wipro Technologies and requests

of this nature will be serviced within 16 business hours at the rate of 20 machines per day. In

case of project servers, the project needs to order them through the Logistics Management

Group (LMG). On procurement LMG delivers the server hardware to the project. The IMG

helpdesk coordinates with the vendor for the installation of the servers.

Since the servers will be installed by the vendor personnel, IMG is not in a position to

guarantee the time taken for server installation. Upon completion of the installation, IMG will

ensure that the vendor fills out a Product Installation Report (PIR) and a copy will be provided

to the project team. The PIR is needed for any negotiations with the vendor at a future date.

On the request of the appropriate project personnel, IMG will enter into Annual Maintenance

Contracts (AMCs) for the project servers and data communication equipment, with the

appropriate vendors (regardless of which of the above categories the equipment fits into).The

cost shall be borne by the individual projects themselves and hence needs to be appropriately

budgeted. A separate AMC will be signed with the vendor for all software help.

The lead time for acquiring quotations from the vendors is as follows:

Server Type Lead Time

Intel Servers 3 Working days

Sun/HP 3 Working days

Cisco 3 Working days

Storage 5 Working days

Multi vendor AMC (DELL,HP,IBM) 10 Working days

Software Support 5 Working days

On completion of the project the PM will acquire a sign-off from the project on the three levels

of support by which Vendor management projects are divided.

1

The following are the basic guidelines that IMG will use with regards to the vendor

management services.

1. The project team needs to maintain all the warranty related information for all the

servers and data communication equipment which has been supplied by the customer.

The same should be provided to IMG in order to facilitate the negotiation of the AMC,

toward the end of the warranty period. IMG will provide a template to the project team

which will facilitate the collection of all information needed for the above, and it is the

project team's responsibility to gather all the appropriate information and provide the

same to IMG on a timely basis.

2. During the warranty period, IMG will provide the project with vendor management

support, provided all the above information has already been furnished. If an SLA is

required during the warranty period, IMG will co-ordinate with the project and procure

the same at the cost of the customer..

3. The IMG team will maintain the database of warranty related information and data

communication equipment which has been supplied by Wipro Technologies. The PM

will get a sign-off from the project on the service provided.

4. . All AMC related negotiations can be done by IMG, on behalf of the project team.

Once the SLA is prepared by the vendor, IMG will consult with the project and either

refine the SLA where required, or sign the SLA with the approval of the project team.

Whenever the time period mentioned in the AMC agreement or an SLA closes towards

termination, the IMG team will make an effort to remind the customer about its

renewal. This applies to all 3 categories falling under Vendor management for projects.

5. In the event of a breakdown in any of the project servers or data communication

equipment, the relevant project personnel should log a call with the IMG helpdesk and

an IMG engineer will perform the initial diagnosis and if possible, resolve the problem.

In the event that the IMG engineer is unable to solve the problem, the call will be

escalated to the appropriate vendor, provided there is an existing AMC under which the

faulty equipment is covered.

If the failed equipment is not under warranty and not covered under an AMC

agreement, IMG will help the project team in getting support from an appropriate

vendor on a per call basis. The financial details for this scenario will be dealt with by

the project, directly with the vendor. As a standard, the vendors do not provide any

1

committed response and resolution times for support calls on a per call basis. This is

why IMG recommends that the project team get into AMC contracts with all vendors,

for business critical equipment acquired through Wipro Technologies funds, project

funds (procured by Wipro) or directly supplied by the customer.

Installation:

LMG will coordinate with the vendor for new installation of servers procured by the project.

For subsequent movements of servers and communication devices, IMG is the single point of

contact responsible for its installation or de-installation

In all of the above cases, IMG is responsible for vendor management and will make every

effort to push the vendors to provide prompt service. In case of a vendor non-compliance with

the SLA terms, IMG will hold reviews with the management team and try to ensure that the

vendor gets back to providing service as dictated by the SLA.

IT Resource (Software) Management:

Wipro Technologies strictly prohibits the use of unlicensed software and IMG will ensure a

strict enforcement of this policy. IMG will periodically review the use of software licenses

across Wipro Technologies, using license and asset management tools, which will highlight the

use of any unlicensed software which will then be dealt with very strictly.

IMG understands that user have critical things to do, rather than virtually run around for your

Software needs. Therefore, it has created a single source for Development Software. If you are

in need of any type of Development Software, then all you have to do is let IMG know that you

need it, through this site.

It is essential for you as a user to know the potential risks involved due to non compliance with

the security policy. This is the main reason why IMG encourages you to use this procedure to

download Software.

Misuse of software can mean financial penalties and legal costs

Abuse of software licenses can damage our company's reputation

Unauthorized software can often contain viruses

1

Unauthorized software does not come with technical support

Result in un-productivity / wastage of time & resources.

IMG addresses Software Asset Management through the following:

Installation of basic standard software across all Desktops and Laptops

Appropriate License Management

Taking on a Six sigma project on software optimizing

Creation and maintenance of an accurate Software Asset database

Development of a system through which any software asset can be traced at any given

time and any software installation,

upgrade or movement is tracked periodically

Ensure complete adherence to the Wipro Software usage policy

Enable a download registration process

Enable tool evaluation and feedback through the Web

Creation of a Download Software Distribution Server

Regular updates on licensing policies of various vendors

Extended web interface to TM level

Enhanced Tools download process to provide an online Knowledge base

License Management for Standard Software

IMG has procured enterprise licenses for certain basic, standard software packages used across

Wipro Technologies such as Microsoft Enterprise Agreement.

The following Software is freely available on all the Desktops and Laptops across Wipro

Technologies:

1. Windows 2000 OS

2. Netscape Navigator 4.7

3. WinZip

4. Acrobat Reader

5. Norton Antivirus

6. MSN Messenger

The licensing for the above mentioned software is not per CPU based.

1

Software Download Management

Software management is delegated under three categories

1. Downloadable/ Evaluation software requirements are addressed by IMG

2. Hardware Tools requirements are addressed by VSBU

3. Software Testing tools requirements are addressed by the Tools group

IMG will facilitate the download of various software packages that any WT users wish to

evaluate. The user will be given an evaluation form, along with the downloaded software,

which needs to be duly filled out and returned to IMG, who will then compile the evaluations

for future use. This policy has been put in place to ensure that proper license management

practices are maintained across the enterprise and no unlicensed software is used as part of our

development work.

If the user requires the tools for testing or evaluation, then the download and evaluation

requisition is to be filled through download form. Click here to view the template.

When the user requires software for permanent usage, he will have to raise a Capital Asset

Requisition (CAR) on TEDWEB for the same.

The Software Asset Management team in IMG provides quality service on:

Software License Compliance

Media Management for Licensed Software

Software Download Management

Software Usage vs Procured tracking analysis and reporting

User awareness on licensing and IP (Intellectual Property), pertaining to software.

What is Trial Version software?

1

Trial Version or the Evaluation versions provide a way of obtaining and evaluating software,

giving users the opportunity to try a program on their own computer before buying it.

While evaluation versions are copyrighted, and the copyright holder retains all rights, the

author specifically grants a user the right to freely evaluate and distribute the program, with

limited exceptions. After using the evaluation version for the defined trial period, the user

must purchase a licensed copy or remove the evaluation version from their system.

What is Freeware software?

Freeware is copyrighted software given away for free by the author. Although it is available

for free, the author retains the copyright, which means that you cannot do anything with it

that is not expressly allowed by the author. Usually, the author allows people to use the

software, but not sell it.

What is Shareware software?

Shareware is the software that is distributed on the basis of an honor system. Most shareware

is delivered free of charge, but the author usually requests that you pay a small fee if you like

the program and use it regularly. By sending the small fee, you become registered with the

producer so that you can receive service assistance and updates. You can copy shareware and

pass it along to friends and colleagues, but they too are expected to pay a fee if they use the

product.

Software Download Policy:

Any kind of download of software is restricted in Wipro Technologies.

Practitioner has to log a request for software (i.e. Freeware, shareware and Trial

version) download after filling registration form.

The practitioner's supervisor must approve the download of that software.

The IT-Resource engineer of the concerned location will download the software and

will share with the practitioner.

Practitioner evaluates within the specified time and sends evaluation report.

The Software Evaluation report can be found at IMG web site in channelw.

Core Licensing Models

1

Demo (evaluation licenses):

A time limited license used for evaluation purposes. The demo's functionality may be less

than a standard product. The day of expiration is generally set on the day the license is issued.

Alternatively, the demo may expire N days after installation or after it has been used M times.

Floating (concurrent) over a network:

This is the classic case of networked concurrent licensing. No more than N licenses may be

used at one time on a network by any of the users on the network.

Named-user (personal licenses):

Licensed by the login name over a network, the software may be used on any computer if the

name is on a specific list of users (generally not more than one desktop with the same login

may use the license). The vendor specifies the number of licensed users, the system

administrator (or vendor) specifies and the user names.

Node-locked (named-host):

Software is licensed for unlimited concurrent use on a single computer system.

Package Suite:

Package suites are packages with the restriction that the package components of a single

license may not be simultaneously shared. Package suite is a powerful competitive license

policy for vendors with broad product lines as they can offer favorable pricing terms that

single product vendors cannot match.

Time-limited (lease): Vendors can issue licenses with a specific expiration date. This is used

for product evaluations and product leases.  

Advanced Licensing Models

Site Licensing:

Grant a license to all valid requests. Useful for tracking software usage without setting

limitations.

1

Duplicate grouping:

(license sharing) by user, host or display Grouping defines rules for when more than one

"use" of an application counts as only one "use." For example, a single user running the same

application on several computers concurrently may count as a single use (or a multiple use)

of a license.

Floating (concurrent):

Over a list of hosts Concurrent use of licenses over a network, but the licenses may only be

used on a specific list of computers.  

High-water mark of past use:

The maximum number of concurrent users in the previous time period (typically monthly) is

recorded, and is the basis of fees paid for the software use. This is a form of "post-use-

payment" licensing.

Linger license:

Once a user stops running the product, the user continues to hold the concurrent license for a

fixed additional time period. Linger improves the "pricing depth" of applications used for

very short periods (a few seconds or minutes). Many users may share a single license for such

applications, so small and large customers only need one or two licenses. Linger increases the

number of licenses needed to serve larger customers, while small customers may need only

one or a few -- thereby giving the product better pricing depth.

Overdraft Allows a customer to use "N" more licenses than actually purchased. This is

generally used to either give customers a "grace" level for peak use, or in conjunction with a

post-use payment license model. The customer also has the ability to further limit their

overdraft level, to control their exposure to post-use payment charges.

Pay-per-use License fees are based upon actual usage. The measurement of usage may be

based upon computer metrics (CPU use, wall clock time, etc.) or upon metrics tied to the

nature of the application.

1

Segments of network Usage may be limited to a range of computers identified by "wild-

carded" IP addresses. This model allows you to restrict licenses by geography, department or

division depending upon network topology.

Supersede previous licenses issued FLEXlm licenses have implicit or explicit "start-dates."

Supersede is a license term requiring that all previously issued licenses be forced to expire, as

a condition of receiving new license rights. This is used to effectively remove previous issued

license rights.

Vendor defined usage and restrictions The software vendor defines its own metric for

measuring usage. This can be done for licensing models that are "application specific".

Key Objectives

Consolidate Project IT Asset Management across organization

  Centralized procurement to achieve economy of scale advantage

Reduce lead time for software / hardware asset allocation and

deployment

Ensure maximum mileage with Partners on value added services

Support Business Deals through competitive and flexible pricing on software and

hardware assets

Setup up suitable financial models for procurement and chargeback

Cost optimization by re-use

1

Level one technical support through Business IT Management Group

Streamline and consolidate technical support for Business IT Infrastructure

through ready access to Vendor support sites

Ensure legal compliance with respect to licensed software

Reduce dependency on customers for software licenses and hardware. To actuate

the above objectives, Wipro signed Enterprise level agreements with Microsoft,

IBM, Oracle and Symantec. Business IT Management group  is the custodian of

these agreements. Through these agreements, Business  IT Management group

enables business to win more deals and help in  technology penetration thus

directly impacting the utilization and in turn  revenue of Wipro.Please browse 

through the partner links in the left  menu to get more insights  on:

Enterprise Level Agreement

What’s in it for you & the customers of Wipro

IT Security Regulations Matrix –Ready Reckoner

In the present scenario, we exercise baseline security compliance (physical and information

security best practices) by complying with BS7799-2:2002 standards. Off late, we have been

receiving lot of queries from our customers through RFPs/RFIs, seeking clarifications on our

compliance stand with respect to various regulations and laws related to the areas of IT

Infrastructure and Security. To name a few regulations are Gramm Leach Bliley Act, Sarbanes

Oxley, and HIPAA etc. There are various regulations available globally and Customers expect

their Offshore Vendors to be aware of the same and design solutions for them which complies

with specific regulations. This shows that, awareness and understanding of well known

regulations across the globe, has become imperative for our Customer facing personnel while

1

negotiating contracts with our Customers.

To facilitate the understanding of the various famous laws and regulations, we have prepared

a ready reckoner matrix, along with guidelines (Refer the attached file) for your quick reference.

This matrix represents Wipro’s compliance approach against the listed laws/regulations at this

point of time. This may be used for answering customers during discussions & while negotiating

contracts and could be used also as an additional reference to provide assurance to the Customer

from an Organizational stand point. The attached matrix doesn’t represent a complete list of

regulations/laws, but covers the famous and frequently asked ones in the industry. The attached

matrix will undergo revisions from time to time as per market demands and will be hosted in

the IMG website for subsequent reference.

Information Security  

Wipro Information security management is achieved through well defined policies,

technical controls and processes for managing Internal and External threats with

continuous risk management approach.

The Information security practices at Wipro are based on the confidentiality, Integrity

1

and Availability of information for business transactions by ensuring user awareness

and responsibilities.

Wipro users share the responsibility for security, integrity and confidentiality of information.

IMG, as a part of Wividus, takes care of the information security for Wipro through secure

infrastructure and policies.

Team IMG pays utmost attention to information security by following the policies and

procedures laid down under the standard for Information Security Management System (ISMS).

Policies at a glance

1. Information Access Control*

2. Acceptable Software Usage Policy*

3. Acceptable Removable Media Usage Policy*

4. Mobile Phone Camera Usage Policy*

5. Asset Management Policy*

6. Backup & Restoration Policy*

7. Blogging Policy*

8. Business Continuity Planning Policy*

9. Change Management*

10. Cryptography*

11. Data Protection and Privacy Policy*

12. Data Collection and Usage Policy*

13. ISMS Documentation Control Policy*

14. E-Mail and Internet Usage*

15. Handheld Devices Usage Policy*

16. Information Classification *

17. Information Security Management System (ISMS) *

18. Information Security Policy*

19. Intellectual Property Rights*

20. Internal Audit Policy *

1

21. Legal Compliance*

22. Malicious Code Protection *

23. Offshore Development Center (ODC) Security Policy*

24. Open Source Software Policy*

25. Password Policy*

26. Personnel Security Policy*

27. Physical Security *

28. Closed Circuit Television (CCTV) Policy*

29. Patch Management *

30. Remote Access Security Policy *

31. Information Security Risk Management Policy*

32. Security Organization *

33. Security Incident Management *

34. Information Security Training and Awareness *

35. System Acquisition, Development and Maintenance*

36. Third Party Information Security Policy *

37. User Account Management Policy *

Standards at a glance

1. Clock Synchronization (Network Time Protocol [NTP])*

2. Data Collection, Processing & Communication*

3. Data Protection and Privacy*

4. Firewall*

5. Instant Messaging*

6. Mass E-mail Processing and Transmission*

7. User Account Management*

8. Virtualization Standard*

9. Wireless LAN*

1

Procedures at a glance at a glance

1. Asset Allocation, Release and Reallocation - IMG*

2. Backup*

3. Badging *

4. Change Management *

5. Disciplinary Action*

6. Information Classification Labeling and Handling*

7. Information Security Management System (ISMS)*

8. Internet Usage *

9. Internal Audit *

10. Log Files Monitoring *

11. Maintenance of Clean Desk *

12. Material Movement*

13. Network Access Control*

14. Open Source Usage Approval Request*

15. Open Source Usage Declaration*

16. Operating Procedure*

17. Patch Management *

18. Physical Access Control *

19. Information Security Risk Management *

20. Security Controls: Elevated Threat Scenario *

21. Security Incident Management *

22. System Development & Maintenance

23. User Access Control*

24. Virus Prevention*

Templates at a glance  

1. Asset Allocation  Free List *

Asset Reallocation Form*Asset Release Form*

1

Discrepancy Report*

2. Exception Handling   Exception Tracker*

3. Information Classification  Information Classification*   

4. Internet Usage

 Perimeter Host Request Form*Custom Service *

5. Internal Audit

 Audit Observation Note*Audit Report *Non-Conformance Report (NCR)*

6. Log Files Monitoring  Identified Log Files*

7. Maintenance of Clean Desk

 Fax Register*Photocopier register *

8. Material Movement  Authorized Signatories List

9. Network Access Control

Access Control List Record*Change Request *Network Classification Record*Static Route Record*

10. Patch Management

Patch and vulnerability database for IT systems*Patch Communication template*Test Plan & Roll out plan for patches*Patch Management Process*Patch implementation status report*

11. Physical Access Control  Access Register *

1

  Guest Register *  Key Control Register *   List of sensitive areas *   Access Control Matrix - Physical Access*  Security Guard Attendance Register*     

12. Physical Security Control  Fire Extinguishers Maintenance Record*     

13. Risk Assessment    Risk Assessment Template*    Risk Assessment Report*   

14. Non-Disclosure Agreement  Standard Non-Disclosure Agreement*     

15. Third Party Access  Third Party Access Request Form*  Third Party Access Declaration*

Checklists at a glance

1. Application Security Risk Assessment

2. Network Deployment

3. SQL Server Security

4. System Administration

5. Pre Audit Checklist*

 Guidelines at a glance   1. Access Control

Direct Internet Connection Remote Access Wireless LAN Remote Access guidelines through Dialup Connection Remote Access guidelines through VPN Connection Web Conferencing Solutions (Eg: Webex) Security Guidelines for Local Area Network

2. Application Security

  Application Security Guidelines

1

Application Procurement Software Usage Guidelines * Guidelines for Evaluating and Selecting Open Source Software * Guidelines for Open Source Licenses * Guidelines for Open Source Community Participation by a Wipro Employee* Guidelines for Using Open Source Software *

3. Blogging

  Blogging

4. Cryptography

  Cryptography

5. E-mail & Internet Usage

Email Usage Internet Access Password policy Spam prevention How to enable filters using various mail clients Hosting Client resources in backbone/Internet zone

6. Information Protection

Dumpster Diving Identity theft protection Information Classification Guidelines Intellectual Property Protection Protection of personal information Removable Media

7. Information Security Risk Management

  Information Security Risk Management

8. Laptop and Handheld Device Security

Laptop Security Black Berry Security * Handheld Device Security

9. Malicious Code Protection

  Malicious code protection

10. Network and System Management Guidelines

  Data Center Security * Lab Security

1

SNMP(Simple Network Management Protocol) Protecting “Independent Internet Connectivity” at Wipro. Web Cast Security

11. OS and Application Access Control

Solaris/Unix OS hardening Windows 2000 server OS hardening Banner message for systems

12. Personnel Security

  Social Engineering Attacks

13. Physical Security

  Emergency Management

14. Security Incident Management

  Awareness on suspicious activities Preserving Computer Evidence

15. Technical Vulnerability Management

  Technical Vulnerability Management

16. Technical Guidelines for Security Compliance

  Technical Guidelines for Security Compliance

Information Access Control Policy

  Objective

The objective of this policy is to control access to information, information processing

facilities and business processes on the basis of business and security requirements.

  Scope

This policy is applicable to Wipro/Customer's IT infrastructure and applications managed

by Wipro.

Acceptable Software Usage Policy

  Objective

1

The objective of this policy is to A) minimize risks related to unauthorized software usage

(including but not limited to freeware) and B) establish acceptable usage criteria related to

software downloads from internet and subsequent usage of software in Wipro.

Note: Considering the business needs, there might be genuine requirements to use freeware,

evaluation software (like tools, packages, software updates) in our computing environment.

Hence, usage of freeware tools or evaluation software is not banned outright; but is rather

restricted from usage considering the situation and applicability so that any form of legal,

copyright infringement or integrity related liabilities to Wipro could be addressed.

Acceptable Removable Media Usage Policy 

  Objective

The objective of this policy is to minimize security risks arising out of usage of Removable

Media Interfaces for portable storage devices such as USB memory sticks, pen drives,

entertainment devices with data storage capacities (with USB, Bluetooth and other interfaces)

etc., (herein referred as "Removable Media") within the organization and also establish usage

criteria for genuine business requirements.

  Scope

This policy is applicable to all Users in the Organization at all locations, and also for all types

of removable media devices. Customer requirements/agreements detailing the use of removable

media shall supersede this baseline policy. Situations warranting the use of Removable Media

devices/interfaces for business purposes shall be granted only based on Customer/IMG concurrence

and with due protection to information.

Backup & Restoration Policy  

  Objective

 The objective of this policy is to ensure integrity and availability of business critical data

to support Business continuity by conducting periodic backups and restoration tests.

1

  Scope

This policy is applicable for Wipro's Internal IT systems as per defined department-wise backup

procedures and for Business Unit IT systems as per account specific backup plans outlined in

Customer requirements. The contents of backup include application information, databases,

operating systems, network/system configuration, user manual and source codes.

Blogging  

  Objective

The objective of this policy is to define the acceptable usage of blog sites (both internal and

external to Wipro) while posting information by Wipro employees. This emphasizes on the

responsible usage of blogs, which otherwise, could result in organizational risks including in

particular, organizational reputation loss, wrongful confidential information disclosure and

Code of Business Conduct and Ethics violations.

  Scope

This policy:

Is applicable to all employees across all Wipro divisions, while at workplace or outside

office.

Is applicable to access of blog sites from Wipro/Client IT systems or Personal IT systems

(especially related to information about Wipro that is posted).

Is applicable to usage of all types of blog sites/social networking/content sharing sites

inside or outside of Wipro hosted by Wipro/Other third parties/Personal blog sites.

Online publications/Posting of information which do not identify you as a member of Wipro and

do not mention Wipro and/or its association with customers or other Wipro related information

are considered as personal matters and will normally fall outside the scope of this policy.

Change Management  

1

  Objective

The objective of this policy is to ensure changes to systems and information processing

facilities are controlled and do not adversely affect Confidentiality, Integrity and Availability

of Information assets.

  Scope

This policy is applicable to Change activities in the IT Management group and the Information

Systems group. Business Units shall follow the change management process as per the business

unit quality system.

‘Data’ referred in this policy means:

a. Personal/Private information of an individual [Eg: Personal identifiers such as Social

security numbers, Permanent Account Number , Date of Birth,  Passport numbers,

Bank Account numbers, Names, Home or mobile phone number , personal E-mail

addresses, credit card numbers and personal information such as credit history, medical

information, payroll/salary information etc.

b. Intellectual property information and information classified as Confidential, Very

Confidential or Internal & Restricted. [Eg: Customer list, Key financial projections,

Billing information, Source code, System/Design documents, Strategic plans etc.

This will be the baseline data protection/privacy policy for adherence even if local laws are

less restrictive.

1

E-Mail and Internet Usage

  Objective

 The objective of this policy is to define acceptable usage of Email, Instant Messaging

and Internet services provided by Wipro.

  Scope

 This policy is applicable for all Users of Wipro's Email, Instant Messaging and Internet Services.

Handheld Devices Usage Policy

  Objective

The objective of this policy is to reduce risks related to access and management of

information [such as official emails] through handheld devices and also to help users

take precautionary measures while using handheld devices.

  Scope

  This policy is applicable for –

1. Adherence by all Users authorized for accessing and managing information

including email through handheld devices.

2. Usage of any type of handheld devices like smart phones, blackberry devices,

PDAs, any mobile device with an embedded operating system enabling remote

connectivity/storage/ synchronization features.

1

3. Users shall abide by the Internet & email usage policy in the organization, while

accessing emails from handheld devices as well.

Information Classification

  Objective

 The objective of this policy is to ensure identification, labeling and handling of information

for protection commensurate with the Information Security risks.

  Scope

 This policy is applicable to electronic and non-electronic information as identified by the

Information owner across Wipro/customer assets.

  Note: Customer information shall be controlled and protected as per the customer specified classification guidelines.

Information Security Management System (ISMS)

  Objective

The objective of this policy is to establish, implement, operate, monitor, review, maintain

and improve documented Information Security Management System to manage Information

Security risks at Wipro.

  Scope

The scope of the Information Security Management System (ISMS) is the protection

of Services delivered by business units and Service functions at Wipro.

The ISMS scope document could be referred in the following location.

1

Internal Audit Policy

  Objective

The objective of this policy is to assess compliance to established information security

policies in an effort to enhance the information security posture in the Organization.

Charter of the Information Security Compliance team is broadly listed below:

Compliance checks as per the ISO 27001 ISMS framework. Compliance checks for Customer defined Contracts/MSA and regulatory requirements. Adequacy and Compliance checks on the existing controls for Wipro and Customer IP.

  Scope

 This policy is applicable to business units and service functions across Wipro.

Password Policy

  Objective

 The objective of this policy is to control access to information, information processing

facilities and business processes on the basis of business and security requirements.

  Scope

 This policy is applicable to Wipro/customer's IT infrastructure and applications managed

by Wipro.

1

1