Relationship Growth

• US Pharma MNC-relationship started in 2003
• In 2005, Emerio was selected to provide shared services for global infrastructure management
• Team size grew to 28

Snapshot of Engagement

• Level 1, Level 2 and Level 3 support
• Projects include design, deployment, migration and upgrades
• Management of day to day support for 75,000 email accounts
• Management of 400 web servers
• Follow-the-sun model
• Global coverage across 4 data centres–US, Belgium, Singapore and Japan
• SLA based delivery

Portfolio of Services

• Incident management
• Problem management
• Health check and monitoring
• System availability
• Security management
• Migrations
• Upgrades
• Patch management
• Backup and recovery
• Disaster recovery

Technology and Tools

• Windows 2000, 2003
• VMWare
• BladeLogic
• Linux: Suse and Redhat
• Unix: HPUx, Solaris, AIX
• Web infrastructure: Apache/Tomcat, BEA Weblogic, SSL
• AS/400: V5R3, BRMS, I5 Architecture (Power5 hardware architecture)
• Exchange: 5.5 and 2003, AD, LDAP
• Cisco, Nortel, Checkpoint
• Cognos series 7.3, Cognos ReportNet, Cognos 8
• BMC Patrol, OpenView

Key Success Factors