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Click on the questions below to read Sify's answers.

1. How does FUTURE GROUP address security and confidentiality requirements of my business?

FUTURE GROUP follows stringent policies on information security and intellectual property. FUTURE Group’s security task force (FTF) constantly monitors and manages security operations for both our customers and us. The task force is responsible for identifying and addressing security issues in the infrastructure.

FUTURE GROUP stringent security practices cover

  • Personnel security
  • Network security
  • Anti-virus policies
  • Desktop user policy
  • Physical security
  • Contractual security

2. What tools does FUTURE GROUP use in providing Remote infrastructure management services?

FUTURE GROUP brings its own integrated set of service tools:

  • NMS – a comprehensive enterprise system management tool
  • IONI – management portal
  • Infodesk –trouble ticketing system

FUTURE GROUP also has capabilities in various leading tools for monitoring and management of infrastructure such as Unicenter TNG, HP Open view, IBM Tivoli and BMC Patrol, to name a few.

In-house set of tools, integrate well with the leading commercial products.

3. My organization has already invested in tools such as HP OpenView and Remedy? What will be FUTURE GROUP's approach to remote services in this situation?

FUTURE GROUP provides you with two options:

  • You can continue to use HP Open View and Remedy. FUTURE GROUP has the necessary skills in HP Open view & Remedy, but you will need to extend licenses for HP Open view & Remedy to , and provide us access to your global network.
  • FUTURE GROUP can provide services using our own in-house set of tools for infrastructure management and reporting.

4. Can FUTURE GROUP's service tools be integrated to work with our existing licensed tools such as HP OpenView or CA Unicenter?

Yes. FUTURE GROUP's service tools like NMS and IONI can be integrated with your existing licensed tools.

1. What standards are adopted in FUTURE GROUP's service delivery processes?

FUTURE GROUP’s processes for delivery of infrastructure management services are ITIL compliant. ITIL is a set of best practices accepted as the de-facto standard for IT service management. FUTURE GROUP also adopts Six Sigma techniques for enabling continuous improvement in productivity and end customer satisfaction levels.

2. I am looking at streamlining the processes in our IT operations. How can FUTURE GRUOP help?

FUTURE GROUP can contribute significantly in this area. Mature processes are key from the perspective of productivity benefits, as well as risk free transition to a services provider. FUTURE GROUP’s team of consultants, will study your IT operation processes, analyze it from an ITIL process framework, identify the gaps, and recommend or help in process optimization to ITIL standards.

3. What performance indicators does FUTURE GROUP use to measure the performance of its customers’ IT operations?

FUTURE GROUP can contribute significantly in this area. Mature processes are key from the perspective of productivity benefits, as well as risk free transition to a services provider. FUTURE GROUP’s team of consultants, will study your IT operation processes, analyze it from an ITIL process framework, identify the gaps, and recommend or help in process optimization to ITIL standards.

  • Time taken to resolve client problems.
  • Number of problems resolved by offshore support team.
  • Number of recurring problems.
  • Number of root cause analyses done and implemented.
  • Number of changes carried out.
  • Number of service requests delivered.
  • Reports on resolution time based on problem classification on IONI.
  • Customer infrastructure availability and performance.
  • Can make available the relevant skilled resources through partner companies in the client’s country.

4. We currently have servers on our premises. We would like FUTURE GROUP to take physical possession of the servers and responsibility for application services. Does FUTURE GROUP provide this type of engagement?

Yes, FUTURE GROUP supports such engagements. However, will not assume financial ownership of the equipment. In addition, we cannot support code maintenance for any application. We will work with client’s application maintenance team, for this purpose.

 
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