Vodafone - Overview of the Service Delivery Environment_DPE.pptx

ppt

1. Account : Vodafone India Umesh Gupta 20 th Mar 2017 Document number

2. 2 IBM Confidential GTS SO Delivery India/SA Agenda Contract and Deliverables -SO contract and Service environment Organization Structure and Delivery Services -Delivery Organization -Delivery Services Competencies -Environment Dynamics -Overall Scope of deal -Vodafone IBM Journey Governance -Internal and Customer - ISeC Delivery Excellence -SEV1, SEV2, SEV3 Statistics -SLA -Ops Score Card -Highlight Success Stories -End User CSAT Feedback -Vodafone Control Posture - MSAC,CWP

3. 3 IBM Confidential GTS SO Delivery India/SA SO Contract and Services Environment Vodafone India Limited is the second largest mobile (GSM) service provider in India. The SO Service contract between Vodafone and IBM is effective from 1-Jul-2016 to 30-Jun-2021 to provide end to end IT services for supporting Vodafone business excluding core billing application . It includes Hardware, Software, Applications and IT network & security services. Few of the Specific areas are Data center operations, IT network management, disaster recovery , applications management, help desk services and end-user support. Vodafone National Data centers are hosted at Mumbai ( NDC2 ) and Pune ( NDC1 ) with server rooms spread across 23 circle locations across India. Chosen location for DR is Bangalore. Operations span 23 circles with 11000+ server + network devices and 35000+ end user systems Business Metric Executive Sponsorship Ginni Rometty SSAL Praveen Cherian Sr. PE Ashok Sahdev Sr. DPE Umesh Gupta TCV$ and GP % (at signing) USD 0.69 Bn and GP at 14.2% Original Contract Start and End date Start: 1 Jul 2016 , End: 30 Jun 2021 Full Outsource / Towers involved Full Outsource (except Billing) Transition start and end dates 1 Jul 2016 to 31 Dec 2017 Current Revenue Outlook $ for life of contract USD 0.69 Bn Current Revenue Outlook $ for 2017 128.5 Mn USD ( Base Target no. excluding GBS) Current GP Outlook % for life of contract 14.2% Current GP Outlook % for 2017 6.9% Number of Countries involved One – India

4. Delivery Organization 4 IBM Confidential GTS SO Delivery India/SA

5. 5 IBM Confidential GTS SO Delivery India/SA Delivery Services - Competencies Service Management Incident Management Problem Management Change Management Secondary Controls Activation & Deactivation Service Level Management NSD LAN, VLAN & WAN IT Network Security management Management of ACD/IVR Security Services & IAM Antivirus Management Identity and Access Management TCP/IP scanning Issue & Risk Management IRM Facilities Management of VIL centralized datacenters Planning of datacenter floor space / power / cooling BAS Technical Solution Capacity Planning & Management End User Services Centralized Helpdesk Desk side Support Distributed Tower Data Management System Operations Server Management Storage Management Disaster Recovery management Application Hosting Services Security Health Check Patch Management System Management Integration Telecom Business Operations Customer Service Applications Business Support System Business Intelligence

6. Environment Dynamics Subscribers Geography Services 5X growth SUBSCRIBERS 12X Growth CDRs / day 5X Growth IVR Ports 6X Growth High end CPU 16X Growth Storage DC Space 4X Growth 11500 Mn 27000 35000 15000 35000 Sqft 5X Growth PCs 25000TB

7. 7 IBM Confidential GTS SO Delivery India/SA Overall Scope of Deal Vodafone Employees, Call Center, Stores, Kiosk & Dealers/Distributors END USERS BACK OFFICE USERS MANAGEMENT VIL END USERS / STAFF OSS GSM Network Postpaid/ Prepaid Subscribers VIL End Customers Distributed End User Support PCs Infra Services Local Mail/ App Servers IT Service Desk Network & Information Security Data Center Disaster Recovery Transformation – New / In Flight / Projects (one time) Apps Services Apps Storage Services Apps Storage Services Telecom Operations Support AMS Project / Program Management IBM VIL CDR Provisioning Prepaid Apps

8. 8 IBM Confidential GTS SO Delivery India/SA Contract Scope Full outsourcing of IT applications, infrastructures and cross functional towers Applications Operations Applications Support & Maintenance Applications Enhancement & Modifications Applications Development In flight projects Applications Data Centre Management including Servers, Storage & PSM LAN / WAN & Connectivity Management Disaster Recovery management End User Services (Desktop/Laptops) Technology Refresh Infrastructure Common Processes ITIL Framework Security & Quality Management Help Desk Management Project Management Customer Satisfaction Survey Vendor Mgmt Service Level Mgmt Asset Mgmt. Cross Functional Retained Scope Strategy, Architecture and Governance Information Security Controls Leased Bandwidth Cost Microsoft & Oracle licenses & AMC Bill Printing Consumables GSM Network / VAS development & operations Billing Outsourced Scope IBM VIL

9. 9 IBM Confidential GTS SO Delivery India/SA Vodafone India Operations VIL operates in 23 circles across India Maharashtra and Goa Andhra Pradesh Kerala Gujarat Mumbai Rajasthan Delhi Haryana Orissa NE HP J&K Punjab UP (West) UP (East) Chennai ROTN Kolkata ROB Karnataka Assam MP Bihar

10. 10 IBM Confidential GTS SO Delivery India/SA Portable Storage Media Locations 32 Locations across India

11. 11 IBM Confidential GTS SO Delivery India/SA DC’s, DR , Server Rooms, Major Platforms & Systems Supported Data Center and DR locations : IBM Scope NDC 1 – National Data Center 1 : Location Pune NDC 2 – National Data Center 2 : Location Mumbai Disaster Recovery : Location Bangalore Server Rooms at Circle locations : Vodafone Scope Major Platforms and Systems Supported AIX, SUN Solaris, HP UX & Linux Windows 2000, 2003, 2008 & 2012 Network – Routers , Switches, Firewalls, NIPS, Packet shapers, Load Balancer & ACS

12. Nurture and Innovate Vodafone and IBM… The Journey Manage exponential growth IT user satisfaction in Mar 2014 at 97% Security and Patch Management Audit Cleared Big Data Innovation project Signed off and implementation started MDM launched successfully across India 3G ICR rollout completed US Lab visit conducted with key Vodafone leaders in Mar 2014 Achievements Achieved Operations Stability keeping up with Regulatory requirements Innovation Framework Established Collaboration with Network and Enterprise Implementation of Service Based Capacity Management Improvement in Execo CSAT scores 3.9 Amdocs Transformation completed for 23 Circles Full MNP and 4G Services roll out Successfully cleared Vodafone Retail Store Security Audit Move around 300 applications on Vodafone Private Cloud 2015 2014 Private cloud setup initiated Rolled out SDP capability to support data business lines. DISHA rolled out in 8 circles 2013 DR Delivered for key applications per contract Applications Operations Center (AOC) started 2012 IT Enablement of 3G and Data Related Programs Rolled out Vodafone Money Transfer Enablement of Enterprise Business Mobile Number Portability rolled out to 23 circles Data centre consolidation done 2011 2010 Service Management Automation 2009 Capital and IT Team expanded by 100% in 3 months ISO 27000 Certification for Mumbai & Pune Data Centers 2008 Beginning of relationship 2007 Vodafone Contract Renego done , Contract Effective from July 2016 to June 2021 Improvement in Execo CSAT scores 4.8 Netezza Transformation Completed from Teradata Interconnect & FMS Application Update done Successfully 2016

13. 13 IBM Confidential GTS SO Delivery India/SA Governance – Customer Sr No Meeting type Meeting Schedule Participants Vodafone by Role Participants IBM by Role 1 Global executive Governance forum Periodically as agreed VF Group CTO, VF Group CIO,VF Procurement IT Director IBM Vice President GTS, IBM Managing director for Vodafone Plc IBM GBS 2  Executive sponsoring committee (ESOC) Once every four months  CEO, CTO Senior Vice President and Group Executive, Sales, Marketing and Strategy, GTS Geography Services Leader, IBM MD for Vodafone plc., GTS GM India 3 Project Sponsoring committee meeting (PSC) Quarterly CIO, CTO, CEO of VIL, Governance leader PE, GTS country head, Client services lead, GBS Communications Sector Partner, and IBM Executive from Integrated account ,Sr. DPE , Governance Leader 4 Executive Steering Committee meeting (ESC) Monthly on 1 st Thursday CIO, Vertical heads, PMO, Governance Leader PE, PMO, Head GTS SO, Account CFO, Sr. DPE , Governance Leader 5 Joint Steering Group (JSG) Fortnightly on 2nd and 4th Thursdays IT Vertical Heads, IT Outsourcing program manager, Manager Commercials DPE, CRM, PMO, IBM Finance 6 Circle Steering Group (CSG) Monthly Circle Business Head, Circle IT Head and Circle CTO IT Head 7 Enterprise Business Committee (EBC) Client has not scheduled meeting yet Enterprise Business Head, Enterprise CTO, IT Director, IT Vertical Heads on invitation. PE, Enterprise PE, DPE 8 Commercial Governance forum (CGF) Monthly SCM Head & his team, Governance Leader CRM, PMO, IBM Finance, Governance Leader 9 Architecture Review Board(ARB) Quarterly or as required Enterprise Architect, IT Vertical Heads, Governance Leader PE,DPE, Enterprise Architect

14. 14 IBM Confidential GTS SO Delivery India/SA Governance – Internal Sr No Meeting type Meeting Schedule Participants 1 Leadership Meeting Bi- weekly /Weekly Sr. PE, Sr. DPE, Business Office Executive, Procurement Lead, Finance Controller, CRM Lead, Enterprise Architect 2 Internal Operations and Projects Review Weekly Sr. PE, Sr. DPE, Business Office Executive, Tower Leads, Procurement Lead, Finance Controller 3 Daily Operations Health Check Daily DPE’s, Account Delivery Competency Leads 4 Delivery Operations Review Weekly DPE’s, Account Delivery Competency Leads 5 Daily Compliance Review Daily DPE’s, Account Delivery Competency Leads 6 VP SO Del. (I/SA) Review Weekly VP SO Delivery, Sr. DPE, DPE, Cross Competency Exec, SRM Executive 7 GM GTS (GMU) Review Weekly Sr. PE, Sr. DPE, DPE 8 Finance Review Weekly Sr. PE, DPE, Business Office Executive, Finance controller. 9 Vendor Management Review Monthly Sr. PE, Sr. DPE, Business Office Executive. Procurement Lead, Vendor Management Analyst 10 Program Issues Review Fortnightly Sr. PE, Sr. DPE, Business Office Executive, Procurement Lead, Finance Controller, CRM Lead, Enterprise Architect, Account Delivery Competency Leads, Project Managers

15. Delivery Performance

16. SLA Trends Jul_16 to Feb_17 Project titanium is in process for Achieving ”0” severity Green belt project has planned for S3 SLA Achievement and sustenance

17. Operational Score Card 17

18. Highlights / Success Stories

19. Highlights Successfully updated all the SSK Kiosk Machines across India. To support demonetization of Rs . 50 & Rs . 1000 notes by government. 90% SSK are live within 48 hours of GOI Notification which enable business to resume the operations & Enable Vodafone user to do the transaction at SSK . RECC PE rollout completed for complete Pan India. Data pack provisioning reduced from 2 hours to 10 minutes. Enhanced customer experience and revenue realization. CRM provider flag synced 1.8Cr users records one time. Provide better call handling with MyVodafone app users, enhance customer experience . Link Migration: Secondary VC & Voice MPLS Off Net to On Net MPLS Link migration is from Other service provide migration to Vodafone. TRAI Regulatory changes in the Auto Tele Verification call flow successfully rolled out for PAN-India (DM13203) Compliance with TRAI regulation for Tele-Verification IVR Removal Driving License as a POI Inclusion of Year of Birth as Part of validation of POI POI Calculation for rJIO Interconnect team analyzed the 50 Days Incoming traffic for rJIO which help Vodafone team to calculate the POI requirements of rJIO 192cr Recovery from Tata for Inter Operator SMS 44 Billion Inter-operator settlement SMS CDRs from April-2011 to May-2013 processed which help regulatory team to recover dues

20. Highlights …. continued TRAI Regulatory changes in the Auto Tele Verification call flow successfully rolled out for PAN-India (DM13203) Compliance with TRAI regulation for Tele-Verification IVR Removal Driving License as a POI Inclusion of Year of Birth as Part of validation of POI POI Calculation for rJIO Interconnect team analyzed the 50 Days Incoming traffic for rJIO which help Vodafone team to calculate the POI requirements of rJIO 192cr Recovery from Tata for Inter Operator SMS 44 Billion Inter-operator settlement SMS CDRs from April-2011 to May-2013 processed which help regulatory team to recover dues Amdocs capacity augmentation completed for Production and DR environment Commitment fulfillment as part of Amdocs transition

21. 21 Overall user participation increased by 17% Overall user satisfaction level increased by 3% Dissatisfied users reduced by 3% End User CSAT Feedback - Remedy

22. 22 Account Transition Period Completed June 2008 ISeC V1.0 signed 27 th Jun 2008 ISeC V2.0 19 th Dec 2008 ISeC V2.1 14 th Oct 2009 Review initiated – 17 th Jun 2009 Discussion with Vodafone ~ 3 months ISeC V3.0 31 st Jan 2011 Review initiated – 2 nd Aug 2010 Discussion with Vodafone ~ 5 months VIL asked for initiating extension for 60 days ISeC extension for 60 days till 29 Nov 2010 ISeC extension for 15 days upto 15 Dec 2010 ISeC extension for 45 days upto 31 Jan 2011 ISeC V4.0 16 th May 2012 ISeC in VIL (evolution) ISeC V5.0 31 st Jul 2013 ISeC V6.0 20 th Feb 2014 ISeC V7.0 13 th Mar 2015 CSD V2.0 16 th Sep 2016

23. 23 IBM Confidential GTS SO Delivery India/SA Vodafone Controls Posture 2Q16 3Q16 4Q16 1Q17 Outlook Back to SAT quarter MARG SAT SAT SAT NA Rating Summary/Executive Summary Vodafone rating for this quarter would be SAT Ops metrics for the account for parameters like User ID, SHC & Patch Management are under control Highlight 1. Dual Factor authentication has been implemented at Quadra location. Focus Areas 1. IAM - Shared ID Management including tool migration from GIAMA to a new tool, Leavers process, ID revalidation and corrective action post revalidation completion 2. Issue management - metrics - Overdue & Extended 3. Patch management - Interlock with customer to finalize downtime and communication of threat where patch implementation delayed 4. VA Closure as per contracted timelines / RAD communication if delay in remediation 5. Inventory - Clean up of Sysreg & Logical inventory revalidation closure of overdue NCI 6. Modular Sudo implementation as per global guidelines

24. 24 Compliance Web Portal (CWP) : APR - JUN 16 Asset Management (CP1) - Apr ’16, Jun’16 : Software red alerts were open Disaster Recovery (CP4) – Apr’16 : MNP DR Drill not conducted. DR plan approved pending with VIL. Identity Access Management (CP6 to CP8) – Apr to Jun’16 : 9000 Shared ids not vaulted in GIAMA. ID revalidation not completed. Risk & Issue Management (CP13 to 15) – Apr to Jun’16 : CIRATS & RADs in overdue state. Patch Management (CP17) - Apr’16 : Patch applicability/implementation delayed for “Network Servers” Configuration / Security Inventory (CP23) – Apr’ 16 to Jun’ 16 : LIR activity Vulnerability Scanning (CP25) – Apr to Jun’16 : Not all devices were scanned in the VA cycle.

25. 25 Compliance Web Portal (CWP) : JUL – SEP 16 Asset Management (CP1) – July 16 : Software red alerts were not closed. Disaster Recovery (CP5) – July 16 : DR plan approved pending with VIL. Identity Access Management (CP8 to CP10) – Jul to Sep’16 : Identity Access Management (Primary & Secondary ID controls. Leaver Process IDs not getting deleted in 3 days. User id Validation delayed due to mef extraction issues) . Service Management (CP11 & CP13) – Dec ’16 : Global process to be implemented Risk & Issue Management (CP16 to 19) – Oct to Dec’16 : CIRATS & RADs in overdue state. SCOA/D (CP25) – Oct to Nov’16 : SCOA/D request were not raised for some of the devices. Patch Management (CP17) - Apr’16 : Patch applicability/implementation delayed for “Network Servers” Configuration / Security Inventory (CP27 & CP28) – Apr’ 16 to Jun’ 16 : LIR activity Vulnerability Scanning (CP30) – Apr to Jun’16 : Not all devices were scanned in the VA cycle.

26. 26 Identity Access Management (CP6 to CP8) – Oct to Dec’16 : Identity Access Management (Primary & Secondary ID controls. Leaver Process IDs not getting deleted in 3 days. User id Validation delayed due to mef extraction issues) . Service Management (CP11 & CP12) – Oct, Nov ’16 : Global process to be implemented Risk & Issue Management (CP13 to 15) – Oct to Dec’16 : CIRATS & RADs in overdue state. SCOA/D (CP22) – Oct to Nov’16 : SCOA/D request were not raised for some of the devices. Patch Management (CP17) - Apr’16 : Patch applicability/implementation delayed for “Network Servers” Configuration / Security Inventory (CP23) – Apr’ 16 to Jun’ 16 : LIR activity Vulnerability Scanning (CP25) – Apr to Jun’16 : Not all devices were scanned in the VA cycle. SUDO (CP28) – Oct to Dec’16 : Global process to be implemented Compliance Web Portal (CWP) : OCT – DEC 16

27. 27 Compliance Web Portal (CWP) : JAN 17 Asset Management – Oct ’15 -Nov‘15 : Software RED Alerts and Subcap report was pending for DPE approval for upload in TAD4D console. Customer Threat Management – Nov‘15 : Overdue threat documents. User ID Mgt. Revalidation - Oct ’15 -Nov‘15 : UserID validation delayed for System/Subsystems. Shared User IDs - Oct ’15 -Nov‘15 : Gaps identified in Shared id reconciliation. Primary Ctrls User IDs - Oct ’15 -Nov‘15 : UserIds were not deleted as per agreed timelines. Security Inventory Revalidation - - Oct ’15 -Nov‘15 : Subsystem inventory reconciliation not performed.

28. 28 IBM Confidential GTS SO Delivery India/SA Audit Interaction – Logistics Audit focal point provides consistent interface and communication between the audit team and account teams. Audit Focal : Abdul Rashid E-mail Communications to : Abdul R Biyabani /India/IBM Copy e-Mail to : Ankur Umdekar /India/IBM DPE : Umesh Gupta @ Notes e-mail ID : Umesh Gupta4/India/IBM Direct all data, meeting requests, audit concerns and datasheets to the audit focal point with a copy to the DPE & Audit PO @ Audit PO : Ankur Umdekar /India/IBM Requests : Interview sessions be staggered to allow key persons to attend 24 hours notice to be given for DC site visits to perform physical access control live testing and portable storage media testing Business Timings : 09:00 – 17:00 IST

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30. Security Operation Metrics