CUSTOMER SUCCESS STORY | June 2014
HCL Technologies Enhances
IT Management Experience
with Strategic CA Technologies
Partnership
CLIENT PROFILE
Industry: IT services
Company: HCL Technologies
Employees: 96,000
Revenue: $6.5 billion
BUSINESS
HCL’s mission is to deliver
business value for
customers, partnering with
them to craft sustainable,
technology-led solutions to
business challenges.
CHALLENGE
HCL needed a modular,
flexible IT management
software platform at an
affordable cost and superior
service levels.
SOLUTION
HCL Technologies
has partnered with
CA Technologies since
December 2010.
CA Technologies solutions
form the backbone of
its IT outsourcing and
cloud services.
BENEFIT
HCL Technologies has been
able to increase the
efficiency of IT management
four-fold, and is taking its
relationship with customers
beyond the contract by
offering exceptional service
levels to maximize
profitability and competitive
advantage.
2 | Customer Success Story: HCL Technologies | June 2014
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Business
Helping customers transform their businesses with IT
HCL Technologies brings IT and engineering services expertise under one roof to drive sustainable
business outcomes for its customers. Leveraging its extensive global offshore infrastructure and
network of offices in 31 countries, HCL provides holistic, multi-service delivery in such industries
as financial services, manufacturing, consumer services, public services and healthcare.
As part of its ‘Employees First’ initiative, HCL Technologies empowers staff to nurture their customer
relationships with values such as trust, transparency and flexibility. So whether it be enterprise application
services, IT infrastructure management, custom application services, engineering and R&D services,
business services or enterprise transformation services – HCL puts customer interests above all else,
and believes in taking the ‘Relationship Beyond the ContractTM’ to create distinct competitive advantage.
Challenge
Driving sustainable growth
To drive sustainable growth in its IT outsourcing business, HCL Technologies needs to be able to offer
exceptional service levels, adapt services to meet changing customer needs and keep its operating
costs as low as possible to maximize profitability.
The company therefore needs an IT management platform that is flexible, scalable and programmable.
Kalyan Kumar, Sr. VP and Chief Technologist at HCL Technologies comments, “As an outsourcing
business, we need IT management solutions that allow us to build our own intellectual property and
are agile so that we can onboard new customers quickly.”
To meet the company’s stringent quality standards and cost constraints, HCL Technologies’ IT
management solutions also need to offer a low total cost of ownership. Kumar adds, “The year-on-year
running costs of our IT management platform need to be considered as well as the acquisition costs,
so we are always looking at ways in which we can improve staff efficiency. This led us to review the
tools we were using for our IT outsourcing service.”
Solution
A strategic alliance
HCL Technologies has had a strategic alliance with CA Technologies since December 2010. It is one of
a select number of Global Service Providers, leveraging CA Technologies solutions to provide IT services
to companies across the globe.
The company has established a flexible, modular IT outsourcing platform based on more than 15
CA Technologies solutions. Kumar comments, “We decided to partner with CA Technologies as we
need a platform that can support Software-as-a-Service and as well as traditional on-premise services.
3 | Customer Success Story: HCL Technologies | June 2014
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The solutions’ ability to integrate and scale were also key differentiators.”
HCL Technologies’ outsourcing platform was deployed by the company’s inhouse IT team and includes:
• CA Application Performance Management (CA APM)
• CA Unified Infrastructure Management
• CA App Synthetic Monitor
• CA Service Operations Insight
• CA Service Virtualization
• CA Release Automation
• CA Server Automation
• CA Process Automation
• CA Capacity Management.
The HCL Management Tools as a Service (MTaaS) framework and the service delivery platform adopted
a set of CA Technologies product capabilities to provide its customers with reliable cloud-based
services that incorporate best practices.
Centralized management of a diverse environment
Using CA Infrastructure Management solutions such as CA Unified Infrastructure Management, HCL
Technologies can monitor and manage the global networks it manages on behalf of its customers.
“CA Unified Infrastructure Management is a key component of our MTaaS monitoring service, providing
visibility of networking equipment, operating systems, databases, applications and even Amazon Web
Services,” explains Kumar. “We used to have to use three different products to do this.”
The solution is combined with CA App Synthetic Monitor and CA Application Performance Management
to monitor and analyse the end user experience. When the company needs a more in-depth view, it
uses CA Infrastructure Management. All four monitoring solutions integrate seamlessly with CA Service
Operations Insight to provide unified monitoring, alerting and event management.
In total, the CA Technologies solutions monitor and manage more than 100,000 devices, on the
MTaaS services.
“Using the CA Technologies solutions, we can offer our customers end-to-end visibility across their
systems and centralized management,” says Kumar.
4 | Customer Success Story: HCL Technologies | June 2014
Benefit
Greater efficiency and profitability
HCL Technologies has seen significant improvements in staff productivity and service levels since
implementing its CA Technologies platform. “We used to need eight administrators for every 10,000
servers, but now we only need two,” explains Kumar. “The members of staff we have freed up are now
helping us to develop new solutions.”
By establishing its outsourcing platform on CA Technologies solutions, HCL Technologies is now able to:
• Onboard new customers and their devices up to 10 times faster
• Minimize costs and maximize profitability
• Increase competitive advantage with exceptional service levels.
The solutions are also helping HCL Technologies to expand its service offerings. “CA Technologies
solutions are integral to HCL Technologies’ cloud offerings. Together we are proactively developing
and deploying innovative solutions that help our customers address today’s unique challenges,”
explains Kumar. “And with better quality IT services and innovative cloud offerings we can attract
and retain more customers in line with our goals for sustainable growth.”
*Please note that, in September 2014, the product names in the original customer success story were updated
from “CA LISA Release Automation” to “CA Release Automation”, “CA LISA Service Virtualization” to “CA Service
Virtualization” and “CA Nimsoft Monitor” to “CA Unified Infrastructure Management”
Connect with CA Technologies at ca.com
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organizations can leverage the technology that changes the way we live – from the data
center to the mobile device. Our software and solutions help our customers thrive in the
new application economy by delivering the means to deploy monitor and secure their
applications and infrastructure. To learn more about our customer success programs, visit
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© CA 2014. All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies. This document is for your
informational purposes only, and does not form any type of warranty. The Customer success story is based on the actual experiences of the user but product descriptions may not
reflect uses in all environments so actual results may vary.