1、Leader of Chinese Smart City and Industry Internet (Internet +) Leading Innovative Technology Service ProviderOur VisionTo be a world class technology services provider and partner of choice for customers worldwide.Our MissionCreate value for customers through thought leadership and innovative techn

2、ologies and solutions.Core ValuesQuality, Innovation, Openness, Learning, Value Creation iSoftStone Information Technology (Group) Co.,Ltd.10/12/2001 Founded in Beijing, Founder：Tianwen LiuAbout iSoftStoneAbout US15 Years of History with Global HQs in Beijing，China-based，Serving the Global Market54+

3、 Worldwide Branches, 45+ Greater China, 9+ Overseas28+ Global Delivery Centers 1000+ Worldwide Clients，Covering 10+ Major Industries and Business Verticals， 90+ Fortune 500 Clients24,000+ Global EmployeesAbout iSoftStoneHistory and Milestones20072011 US expansionStrengthened ERP capacities world wid

4、ePromoted market penetration in the field of high-end financial services22 delivery centers12,000+ employees20012006 Founded in Oct 2001Entered Korean & Japanese markets in 20066 delivery centers401,500+ employees growth20122014 The beginning of “iSoftStone 2.0”eraTransformed into a leader of smart

5、city and Industry Internet (Internet +) and leading innovative technology services provider Built JV of iSoftStone and HuaweiHeld the first Innovation Developers Conference 28 delivery centersThe total number of employees reached 22,000+About iSoftStoneGlobal PresenceWith 54+ offices and 28 + delive

6、ry centers worldwide， iSoftStone serves clients in China domestic and global markets.North America and Japan （9+）Greater China（45+）About iSoftStoneShanghaiWuxiNanjingZhenjiangJinanJiningNantongLinganWuhanHangzhouYanchengShijiazhuangChangshaHuaianXinxiangLiuzhouBeijingTianjinDalianXianLanzhouXinxianS

7、henyangOrdosKunshanRenshouLinyiChangchunJingmenDongguanHefeiGuangzhouShenzhenChongqingAnshunPutian LianyungangShennongjiaTokyoKansai New YorkBostonBoyce Chengdu Suzhou Liaoyuan Foshan Xiangyang Rugao YantaiKyushuSeattleTorontoVirginiaProvide high-quality services for 1000+ domestic and overseas ente

8、rprises, covering 10+ key industries and business areas, among which 90+ enterprises are in the list of World Top 500.Banking . Insurance. Enterprise FinanceRetail . E-business Manufacturing . Others munication . High-techElectricity . Energy Transportation . Logistics Our ClientsAbout iSoftStoneInf

9、rastructure & Operation OutsourcingISoftStone ITSOur FocusISSITS Focus Our VisionAdaptable, Reliable & Professional ITS Service Empowering Your Focus on Core BusinessStrategicBusiness AlignedInnovation OrientedInformation Assets Protection HardenedBetter Use of Existing IT Enhancement than Replaceme

10、ntConverged Service Delivery Model DrivenOperationalEnd-to-end Service ChainEnriched Service TiersLifecycle ManagementMobility, Flexibility, Adaptability, RecoverabilityGuaranteed PerformanceCountable Infrastructure and Technology PlatformsBetter Utilization of Standard System and ProcessFinancialPr

11、edictable Cost with Lower TCOBetter Risk Control at Fixed CostBetter Aligned with Financial Objectives and /or IT BudgetImproved KPI Flexible for Grow or ReorgISSITS Focus -Proposed Values Value AddingValue LeversImproved Customer Experience Increased infrastructure uptime Faster and improved resolu

12、tion of issues End-to-end management of end-user devices Standardized processes based on IT Infrastructure Library (ITIL) and Control Objectives for Information and Related Technology (COBIT)Substantial cost reduction Deploy technology enablers Control and manage TCO through: Virtualization / consol

13、idation of hardware assets Asset Management implementation Offsite Development Center / Managed Service delivery Deploy common process and tooling based on best practice Leverage the scale and diversified technical teams of VanceInfoImproved Profitability Increase ability to ensure regulatory compli

14、ance Rapid ability to scale business model up or downManaged Risk Exposure Service based on IT Infrastructure Library (ITIL) Certified employees with background checks done by external agency Security and Industry Regulatory compliance Committed Service Level Agreements Business continuity & disaste

15、r recovery planISSITS Focus - We CommitNon-Stop Service, 24*7*365Valuable partner via collaboration and creationDevelop support to professional IT consultantWord-Class IT Outsourcing ServiceWe CommittedMake work more fun with best practice in tools and processISSITS Focus - ITIL Best PracticeITIL Ma

16、nagement ProcessIncident Management Change ManagementProblem Management Predictable Incident ManagementPrevent action base on data analyzeEnhancement CPI Continual Process ImprovementCPI Continual Process ImprovementDaily MeetingFollow ProcessEfficiency ImproveContinue Quality ImprovementKnowledge S

17、haring-本頁待完善 完善后可替代上一頁ISSITS Focus - Responsibility PyramidProject sponsor，Account ManagerService Delivery ManagerService TeamService Delivery TeamCustomerISS Service CatalogueSDMService DeskUserSLA ManagerCIO/CFOProject SponsorAccount Manager07.06.05.10.09.11.08.12.01.03.02.04VirtualizationFacility

18、NetworkStorageServersInfrastructureOperation SystemWEBData WarehouseApplicationCloudMobileUnified OPS Platform1. Environment & Sensor Monitor System2. Network Monitoring Center3. System Insight Center4. Cloud Service CenterISS Security Service1. Security Assessment and consulting2. Security as a Ser

19、vice3. Secure Developing Solution4. Security infrastructureISSITS Focus - Service Tree本頁是第二種分層方法 可以替代上一頁，需考察Infrastructure & Operation OutsourcingISoftStone ITS Dept. Our WayService Delivery Organization（Roles）Project SponsorCustomer satisfactionAchieve business KPIService Delivery ManagerService De

20、liveryCustomer/User satisfactionMeet KPIValue of SLACost ControlITIL Process ManagerITIL process managementDefine process and process KPIApplication ManagerApplication managementMilestone defineBudgetApplication ArchitectApplication architecture designOperation ArchitectIT Application stability IT S

21、ecurity and Service ContinuityIT Application Infra scalability and Capacity Service Delivery Assistant(SDA)Service KPI ReportCustomer Operation Security ManagerSecurity AssessmentSecurity ReportDRP Service Delivery TeamSDM/SDDApplication Management ITIL Process Manger(Incident, Change, Problem)Servi

22、ce Delivery BoardProject SponsorServcie Delivery AssistantApplication ArchitectOperation ArchitectSecurity ManagerDelivery Management SystemChange, Incident, Service RequestService Now SystemTraining, Quality Control, Test Case Management SystemQMSUnified Support ModelFollow up MeetingDaily Communic

23、ation（Mail, Phone, Wechat, MS Lync）Team Global Standard Monitoring ToolPatrol/ImpactPatrol/Impact for Unix and LinuxOne license to cover Patrol/ImpactImpact is a tool use for “notification” process Matured , compliance monitoring systemGood permission controlPowerful document support for Windows sys

24、temMatured , compliance monitoring systemPowerful document supportHP OMSupport both Windows and Unix/LinuxNew design structure Integrated with QA auditMonitoring Tool Nagios/Cacti The Industry Standard In IT Infrastructure MonitoringInstall and deploy in under an hour using built-in configuration wi

25、zards, alerts, and active report.Monitor and fix capacity and performance issues across all applications, storage, websites, and any virtualization platform with one powerful dashboard.Open sourceRich experience and document to support Nagios management On Stop Service Service DeskDaily Support Proc

26、essProblem ManagementService DeskEvent ManagementChange ManagementConfiguration ManagementVersion Management“Single Point of Contact” Receive customer call Record and follow up process Updated user status Evaluate user request Communicate change Provide Service Desk reportService SupportService Cata

27、logueService NumberService CatalogueService Sample01Facility Datacenter operation service incl. facility monitoring, surveillance etc. onsite or remote 02NetworkInternet connectivity map, network equipment status & configuration change control 03StorageStorage setup, daily maintenance and check list

28、04ServersServer HW warranty, healthy check and warning ticket handling05VirtualizationVirtualization platform management 06OSWindows/Linux/Unix system configuration and maintenance 07InfrastructureWindows AD/NTP etc. service maintenance and problem solving08Data WarehouseEnterprise Database SQL Serv

29、er, Oracle management 09ApplicationExchange server, sharepoint and other enterprise level application service 10WebWeb layer service, Apache and IIS11CloudPrivate cloud, hybridCloud or public cloud service providing 12Mobile Mobile platform and application support13Unified OPS PlatformUnified OPS mo

30、nitor system 14All Around Security Security service of all layersInfrastructure & Operation OutsourcingISoftStone ITS Dept. Our MenuService CatalogueStorage Operations 此處展示存儲運維服務的細節010203 0405060708 09 10 11 12Network Maintenance DescriptionNetwork Architecture Consultation&Design&ImplementationCore

31、 NetworksRouter/Switch/Wireless/MobileSecurity SSO, Access Control, Content & Threats MgmtCollaborationUnified Communications & Call CenterClouds MPLS, Broadband VPN & Secure Cloud ComputingHealth MonitorForNetwork Equipment & ServicesPerformance MonitorForWired & Wireless NetworkAudit On Network Se

32、curityConfiguration MgmtOf NetworksBenifitsExtended coverage, both quantitatively and qualitatively Herewith, and beyond network quality, configuration backup & restore, change control, alerts and status quo monitoring etc. Intimate Chime-in communicationSPOC with customer, manufactures, providers a

33、s well as other teams Responsive and accountable coordinator In-depth valuable contribution beneath the surface Sophisticate patch/bug assessment eliminate the hidden costBuilding up a CMDB, or a knowledgebase which is crucial to IT successAgile the backup and restore of network configurations Smart

34、 and integrated solution with main backup software providers Server Management DescriptionServer Lifecycle Management (SLM)Server Resource and Performance Management (SRPM) Server Configuration Management (SCM)Operation System High Availability Plan and ManagementOperation System Patch ManagementOpe

35、ration System User Permission ManagementConstant OS Running Status Monitoring (Optimized Toolsets)AIXHPUXCentOSScientific Linux （SL）UbuntuWindows2012Server Management BenefitsMature Service Model and Complete ImplementationResponse Time ManagementProblem ManagementChange Management Configuration Man

36、agementProceduresToolsPeopleHighly Efficient Service PlatformVersatile Choice of Monitor Platforms, incl. BMC Patrol, HP OM and NagiosITSM Toolset: BMC Remedy / Service NowCMDB: Config / Service NowTeam of OPS Experts24*7 Technical Support and Service Delivery TeamTier II Advance Problem Solving Exp

37、ert TeamKnowledge base Shared with Global Support Team Profile of Real-time Operation System MonitoringRAM Memory Usage & Utilization Percentage SWAP Usage & Utilization Percentage of Swap SpaceCPU CPU UsageHDD - File System Situation: Disk Space Usage, File Structure Eventlog Critical System Events

38、 Processes Key System Processes Framework of the ServiceHighly Efficient Monitor / Report Software7*24 Operation CenterCustomized / Optimized Platform Integreted via Developing Server Lifecycle Management DescriptionServer and Its Hardware Configuration mendation We target at customer satisfaction v

39、ia following best practices, weight flexible, sustainable and high performance while plan the infrastructure We follow best-in-class server criterion and technical standards, adapted to run customer application Server Platform Deployment (Incl. Installation and Customization) Assist in setting up te

40、st bench or production platform, guided by global best practice Unified turnover delivery of computing environment, ease of management & maintenance for operations Patch Management, Configuration Management, Account Management, Resource Management Assess up-to-date patches from vendors, stick to pat

41、ch time plan, put customer system under constant protection Utilize solid SSO or similar mechanism, provide full lifecycle management of accounts, all changes retrievable. Provide detailed server health report, fuel the future IT plan & budget. Retirement of ServerFollow change control procedure, re

42、tire missioned server and record configurations. Service FrameworkAccount Management SystemStandard Operation Procedures (SOP)Configuration Mangement Database ( CMDB)Storage and Backup Management - DescriptionInclude daily health check, configurations collection, performance monitoring, troubleshoot

43、ing and root cause analysis service for Storage, SAN switch.Disk RAID Configuration (JBOD)Logical Volume Management SAN Switch Management Host Connection ManagementStorage Performance ManagementCapacity Thresholds and ExpansionSupported by Main Storage and Backup Providers(EMC/HP/DELL/SYMANTEC/etc)S

44、upport a Variety of Products (SAN/vSAN/NAS/DAS/NBU/BE/etc)Round the Clock Monitor = 24x7 Rick Experience on Restore and DR (Disaster Recovery)Include backup hardware maintenance, backup policy refining, job monitoring, troubleshooting and restore rehearsal / Emergency DR etc.Tape Library ManagementT

45、ape Vault ManagementBackup Plan and Policy ManagementBackup Job MonitoringOn-request RestoreCapacity ManagementSTORAGEBACKUPIT Monitoring Description Real-time monitor of all key performance indexes for IDC facilities, network equipment, server and storage products, as well as all other in-scope net

46、work elements. Ensuring that you see a real-time reflection of environment healthy status. Facility, AC/UPS/FireControl, Monitor ServiceNetwork Monitor ServiceServer and Storage Hardware Monitoring Service Virtualization Layer, Vmware/HyperV/Citrix/OpenStack, Monitor Service Database Monitor Service

47、Middleware Monitor Service Application Monitor Service SMS Notification of Warnings/ErrorsIT Monitoring Service24*7 Support team provide fast responseOn demanding monitoring platform：Multiple monitoring infrastructure and toolsAll monitoring tools support different SLA(Service Level Agreement)Automa

48、tically handle different alarm, saving response timeExample：Alarm will be direct send to relevant support group, i.e. network, OS, DBSimples：Device TypeModelNetworkCisco、Juniper and other devices which support SNMPServerWindows/AIX/Linux/HP-UX/ Solaris StorageIBM/EMC, SAN/NAS DatabaseDB2、MS SQL Serv

49、er、OracleMiddle-wareIBM WebSphere、Oracle WebLogic Service Desk ServiceCustomized Service, focus on customer satisfactionMultiple language support, Chinese, English 60/80 KPIs ( pick up call within 60 seconds, 80 percent of issues be fixed in first contact)Best user experience Incident ManagementUpgr

50、ade ManagementVIP SupportRemote SupportProjectorDesktopLaptopScannerCopier/PrinterMobileConferenceVIP Family SupportLocal App Tier 1 SupportLocal App Tier 1 SupportMobileDevice Management ServiceDevice management included Client SCCM and Mobility SCCM is standard for System Center Configuration Mana

51、ger，It is excellent desktop management system,It is enable company deploy system and software in low cost and fast way.。It can gather hardware and software inventory list，deploy operation system, release software，mange system and software update, remote control client, even reject connect from clien

52、t without latest patch. Including：Asset managementSoftware deployment central managementSecurity patch and software upgradeEnterprise operation system image make and management Central management client policy settingAdd/remove browser trust siteControl Windows firewall settingManage screen saverDev

53、ice management Service DescriptionMobility service is work for enterprise customers remote client, like smart phone, tablet; provide system build, function design and daily operations.Device management247 supportMobile device mail sync serviceOnline software shop managementMobility platform deployment and consolidationE