About Tech Mahindra

Tech Mahindra is a global systems integrator and business transformation consulting firm focused on the communications industry. Tech Mahindra helps companies innovate and transform by leveraging its unique insights, differentiated services and flexible partnering models. This has helped customers reduce operating costs, generate new revenue streams and gain competitive advantage.

For over two decades, Tech Mahindra has been the chosen transformation partner for wireline, wireless and broadband operators around the world. Tech Mahindra's capabilities span across Business Support Systems (BSS), Operations Support Systems (OSS), Network Design & Engineering, Next Generation Networks, Mobility, Security Consulting, Testing, and other areas.

Tech Mahindra's solutions portfolio includes Consulting, Application Development & Management, Network Services, Solution Integration, Product Engineering, Managed Services, Remote Infrastructure Management and BPO. Over 33,500 professionals service clients across the telecom eco-system, from a global network of development centers and sales offices across Americas, Europe, Middle-east, Africa and Asia-Pacific. With annual revenues in excess of US$ 976 million, Tech Mahindra is the largest telecom-focused solutions provider and 5th largest software exporter from India.

For more information on Tech Mahindra’s Managed Services, please contact:mktg@techmahindra.com

Copyright © 2010 Tech MahindraAll rights reserved.

www.techmahindra.com

Managed Services

India

Australia

Europe

Africa

Americas

Singapore

Middle-East

The telecommunications industry is intimately connected to the global economy. It has traditionally been both a major driver of economic growth and a beneficiary of that growth. The industry could not escape the heat of the current global recession and saw 2008-09 as struggling years for achieving much of the planned revenue growth. Falling Average Revenue Per User (ARPU), budget pressures at both the consumer and enterprise level, causing downgrading of services, delay in adopting higher bandwidth services or reduction of services, and new entrants have made companies look for innovative solutions to optimize costs. In the current economic environment, it has become a necessity to revaluate budgetary priorities; focus on resource and cost optimization; and give attention to core competencies for survival and success.

The Managed Services model has emerged as a saviour in this climate. The model provides the best of both worlds: enabling a faster time to market and a predictable service delivery, while linking IT services cost to revenue generation. It incorporates technology transformation to ensure that the business objectives are fulfilled.

Why Managed Services?

Enhancing agility to respond to changing market dynamics

Releasing organization bandwidth to focus on core functions

Outcome based commercial structures focused on solving business problems

Catalyst for technology & platform transformation leveraging the R&D capability of manage services partner

Management of SLAs linked to business objectives

How can Managed Services Help?

Overcoming challenges with Managed Services

The key business objectives for a Telecom Service Provider is to not only enhance customer experience and improve revenue generating streams, but to do so with maximum business flexibility and at an optimal cost structure. We at Tech Mahindra, understand these business objectives of our customers. Tech Mahindra with its core focus on the telecom domain generates more than 85% of its business from telecom operators worldwide. The company has evolved over the years as Revenue Enabler not just a Technology Provider. Having cumulative experience of over 40,000 person years in the industry, Tech Mahindra is well recognized as agile IT Partner for stable and predictable operations, with deep knowledge of VAS and High Growth Markets for an E2E Ownership and Delivery.

As a trusted partner for strategic IT outsourcing and managed services, Tech Mahindra ensures IT alignment with business objectives of clients through its service partnerships, customer centric approach and operations experience instilled with the industry best practices. As the outsourcing industry matures, Tech Mahindra's services portfolio expands to resolve client's critical strategic concerns and not just the bottom line pressures. Our offerings are built on experience of servicing global telecom giants and technology partnerships with world's best solution providers.

At Tech Mahindra, we believe that Businesses must develop a blueprint for transforming IT from a technical orientation to business service orientation. Our customer-centric approach enables us to provide the right solutions to new customers and continue providing focused solutions to existing customers thereby creating more long-term value .We strive to reduce the cost and complexity of IT infrastructure while enhancing flexibility and productivity; and go beyond cost reduction by re-investing savings for higher performance and innovation. Our Approach to Managed services transformation is five fold:

Continuous Improvements

Organize Industrialize Optimize Align with Business

Tech Mahindra helps companies innovate and transform by leveraging its unique insights, differentiated services and flexible partnering models. This has helped our customers reduce operating costs and generate new revenue streams.

1 2 3 4 5

Portfolio of Services

Tech Mahindra offers full spectrum of Managed Services to Incumbents & new entrants. Our offerings cuts across Business Processes, Application, Infrastructure and Network, bringing in the expertise that spans across all aspects of the Telecom business including Fulfillment, Assurance, Customer Care, Billing, Network, Data Center & Support functions along with a choice of Pricing and Operations model. Keeping in mind your specific needs, we have designed our portfolio with “Cost Take Out” Offerings, Revenue Management Offerings & Offerings for New Businesses.

At Tech Mahindra, the business benefits CRM Systems Enterprise. Appsfrom outsourcing end-to-end or specific

Customer service portals ERP Applicationsapplications management and operations

Customer creation and order Financials, extend beyond the higher profitability handlinginherent in lower costs. Both incumbent Logistics

and greenfield operators have reaped the Dealer and partner managementHRMbenefits of our telecom business acumen,

Revenue Assurance and Fraud commitment for value creation and Supply Chainmanagementcapability in implementing industry best

BI / Data warehousingpractices for service delivery like ITIL. Tech Number PortabilityMahindra follows a robust and proven Data mining

Loyalty managementservice delivery framework to ensure MIS reportingsmooth execution of processes facilitating OSS Applications

achievement of business objectives. AnalyticsFulfillment

BSS Applications Office Automation AppsService Configuration and

Billing/Mediation systems VAS ApplicationsActivation

Product/ Tariff configuration, Service Delivery Platforms Service Provisioning

Rating and Bill / Invoice generation Service Creation and ProvisioningService Assurance

CDR Rejection Analysis Content managementFault/Trouble ticket management

Interconnect & Interparty Service TestingCustomer Impact analysissettlements

VAS portfolio ManagementOperations Support

SMSC/ MMSC/USSD ManagementWork-flow Management

WAP Gateway ManagementInventory Management

Cost Take Out Offerings

At Tech Mahindra, we clearly understand Tech Mahindra assumes responsibility of Security Management function includes:how important it is to have a stable and

Data Centre Operations and Support to Managed Security Services with scalable IT infrastructure. Our IT ensure client’s computing equipment and Monitoring, Administration and Infrastructure Management functions can their environment are operating at their Support for the logical and physical protect your IT investments through a designed performance levels. Data Center security measures for application professional approach to IT Infrastructure Management includes:systems and associated data Management. As an end–to–end Managed

networksServices Provider, Tech Mahindra takes on 24x7 Operations Monitoringthe primary responsibility for managing all Identity and Access

Capacity Managementthe applications (BSS/OSS & SDP) platforms Network Securitythat exist as part of service roll out. Platform SLA & Management Reporting

Management Services includes: DRMStorage & Backup Services includes:

Servers & Mainframes Management IT Network Management function Monitoring Services

includes: includes Monitoring & Management of IT Restorenetwork with: Reporting & AdministrationFailure InvestigationDevice MonitoringSystems and Storage Architecture

End-User Services includes:WAN and LAN

L1 L2 Service Desk Performance Management

MessagingN/W Design and Engineering

Desktop/Laptop roll-out

Applications Management and Operations

Platform Management Services

Billing Service Bureau

Being able to offer voice & data services, prepaid/ postpaid models & convergent offerings requires sophisticated, convergent billing systems that support next-generation services.

We offer outsourced billing services wherein we take on the responsibility of managing your entire billing process. With implementation of industry best practices, secure IT infrastructure & judicious mix of off-shore & on-site delivery models, the Bureau can reduce your billing operations costs substantially without sacrificing service levels. We

More Control with ‘Pay as you Go’ Web Portal for Business users & absorb your information technology (IT)

model Partnerscapital costs & keep your infrastructure

Enhanced Competitive Edge by MIS & Reporting with current by incorporating the latest enabling implementation of Comprehensive Revenue & Traffic technology & spreading the overhead innovating rate plans, discounts, Reportsamong many client carriers.payments & revenue treatment Helpdesk Support includes Trouble Our Billing Service Bureau brings the

Ticketing & 1st Level SupportInterconnect Billing Service Bureausame operational efficiencies & benefits to small & medium sized carriers as it Value PropositionAccording to global estimates, telecom provides to our large client carriers. The operators lose 3-4% interconnect Operational Efficienciesstart-up carrier can go live in a shorter revenue every year. For a mid-size tier 2

Scalable operationstime frame than acquiring & operator, this could mean revenue loss implementing their own billing system. No Incremental Investment due to of as high as € 20 million!An established carrier can quickly launch growth in CDRs

Under billing, wrong CDR reconciliation, a new service or technology & begin Improved Report Generationinter-partner settlement disputes, billing & revenue collection almost

inconsistent calculation practices used by Leverage business process immediately. Gradually seamless various operators & interconnect fraud are management experience and transition can be made to our Service some of the reasons for this revenue loss. provide on-going process Bureau without service disruptions to

improvementscustomers or interruptions in the revenue Tech Mahindra Interconnect Billing Service stream. Bureau offers Outsourced Interconnect Regulatory Compliance

Billing Services where we take on Value Proposition Reduced Interconnect disputes complete responsibility of managing your

Flexibility in billing services with Reduction in outstanding dispute Interconnect Billing Process. Our Service combination of subscription, duration Bureau is well equipped with best-of-duration, distance, volume, breed solution to cater to Converged and Business Benefitsquantity, content value & quality of Next Generation Billing scenarios. We

On time and Accurate Invoicesservice deploy quick and efficient dispute Reduced delay in invoicingDemand-based Scalability based settlement and efficient interconnect

on number of Subscribers, volume contract management processes. This not Minimized revenue leakage by of usage transactions and the only helps plug revenue leakages, it also avoiding delay & wrong complexity of tariffing for these enables you to prevent possible leakages configurationstransactions in multi-party settlement scenarios.

Flexible & quick adaptation to Speed to Market with ready to use Handled by a team of Interconnect Billing change (market and regulatory)billing platform, ensuring quick experts, our Service Bureau ensures

Web Portal for Client interaction ( implementation of new product smooth operations of your outsourced Incident Logging, Reports & launches, new packaging schemes interconnect division. We ensure proactive Queries)for a rapid response to the market Reconciliation with other Operators

& to competitors through:

Revenue Management Offerings

Consulting and Program Management MVNE Services Business Continuity Management & Disaster Recovery For over 20 years, Tech Mahindra has Managed Services offers aspiring MVNOs

been partner to several Telecom and Greenfield operators a complete turn- Today companies are exposed to multiple companies in their transformation key solution which includes: threats such as power disruptions, cyber journey. We have harvested integrated attacks, accidents, environmental Operations Functionssuite of leading-edge business as well as disasters and sabotage. Tech Mahindra

Cross Functional Support/ PMOtechnology assets to help Telecom clients helps clients conduct business as usual get answers to complex problems that while meeting all regulatory obligations Application Operationsemanate from fast changing Business, through its Business Continuity

Data Center OperationsTechnology and Regulatory environments Management framework. Our such as Mergers & Acquisitions and IPs experienced team of certified Application developmenteverywhere. professionals in BCM (CBCP, BS25999 LA,

Integration support BCCE) implement DRII, BCI & BS25999 Tech Mahindra has a dedicated pool of derived methodology providing Industry MISConsultants and Subject Matter Experts Best Practices. The services offered are:with vast experience in following areas: HelpdeskAssessment ServicesIT & Network Transformation Optional Components

Business Case Development Disaster Readiness AssessmentCustomer Analytics/ Business

Network and Enterprise Business Impact AnalysisIntelligenceInfrastructure Consulting

Risk AssessmentValue-Add Applications (e-Top, SMS)Supply Chain and IT Spend

Design and DevelopmentInfrastructure Build & ProcurementManagementStrategy ConsultingData Center/ Rack Space IP Solutions as a ServiceProcess and Plan DevelopmentLinks with RedundancySecurity Consulting

ImplementationServers, SAN, Firewalls and RoutersRevenue Management ServicesImplementation support and User Remote Operations Tools (Citrix)Training

Application Software LicensesTesting

Drills/Tests support

Maintenance

Update plan periodically

Test response and recovery measurement

Deliverables:

Risk and Business Impact Report

Documented Business Continuity and Disaster Recovery Plans

Implementation Report

Training presentation

Test Review Report

Periodic Review Reports

Benefits:

Assurance to stakeholders about continuity of operations in an event of a disaster

BIA enables process resilience which results in expenditure reductions

Structured, scalable and effective response systems to address business interruptions

New Business Offerings

Operations Functions

Cross Functional Support/ PMO

Application Operations

Data Center Operations

Application development

Integration support

MIS

HelpdeskOptional Components

Customer Analytics/ Business Intelligence

Value-Add Applications (e-Top, etc.)

Infrastructure Build & Procurement

Data Center/ Rack Space

Links with Redundancy

Servers, SAN, Firewalls and Routers

Remote Operations Tools (Citrix)

Application Software Licenses

MVNO Sample Solution Stack

Top 10 Global Outsourcing Companies in the World (IAOP Global Outsourcing 100, 2009)

Ranked 1st in Telecom Software Category from India, V&D 100

(Voice & Data 2009)

5th Largest IT Company in India, NASSCOM 2009 Surveyt

Ranked 11th Largest TOMS vendor by “Market Share:

Telecoms Operations Management Systems – Worldwide, 2006-2008” -

May 2009

Award for Brand Leadership(IT Sector)

Excellence Award for Marketing in IT, 2007 IT

People Awards for Excellence in IT.

Category “Best Billing Solution”

Innovation in Recruitment,2007 – 08

Vertical Growth Leadership in Telecom (Asia ICT Awards 2007)

MSC MalaysiaStatus granted by

Mdec Malaysia (2007)

3 (Hutchison), is a new entrant in 2G/3G mobile market in Indonesia and through our Strategic Outsourcing engagement it took less than 6 months from Concept to Launch mobile services in highly competitive market. Working with 10+ Partners and 20+ different components, Tech Mahindra enabled the first ever New Architecture Deployment for converged Real-Time Billing & Customer care system with 100% Real-time Billing for both prepaid and postpaid services. Tech Mahindra designed the architecture based on leading COTS products in BSS domain providing a best of breed solution. Tech Mahindra is responsible for maintenance and support for complete BCCS environment including Change Management, Application Support L1, L2 and L3, Hardware and Network Support, Database Management, Version testing and Release Management, IT Asset Management as well as ongoing Vendor Management. Tech Mahindra acts as client's IT arm and Strategic Partner for all delivery, operations and IT requirements within the organization. All the day to day operations are handled by Tech Mahindra, leaving the client's executives to focus on their core business. The success of this turnkey implementation of BSS with exclusive ownership for the Build, Operations, Maintenance and Support can be estimated by the fact that 3 acquired 4 Million subscribers in very short timeframe.

Success Story

Robust and Proven Governance Model

Tech Mahindra believes that good governance leads to effective value creation of IT functions. At Tech Mahindra, we have a well structured IT Governance Model which facilitates effective coordination and communication between executive management, line of business, and the project management office and delivery teams. The strategic, tactical and operational Governance practice adopted at Tech Mahindra is described in the adjacent figure.

Tech Mahindra uses worldwide standards for ensuring consistent quality of its deliverables across countries and business units. These standards are gathered in the SEDEO™ Methodology, a global Managed Service delivery methodology for strategizing, evaluating, designing, executing and operating complex programmes using the five phases in SEDEO™. SEDEO™ focuses on providing long-term competitive advantage to our clients as a basis for a long-term relationship with them.

than 50,000 servers, 80,000 system integration Proven Capability to Take-on Network elements and 200 competenceLarge Strategic Outsourcing mainframes Contracts Operations experience instilled Handle more than 160,000 IT with the industry best Tech Mahindra has won and support calls every month practices needed for executed some of the largest

managing and running a outsourcing contracts ever Processing over a Billion billing Telecom Carrier's IT systems, awarded to an Indian IT company records every day Data Centre and networksGreenfield Expertise One of the largest Billing Improving long term Bureau in Asia handling 120 Nine Greenfield performance for our clients million CDRs per dayimplementations under with performance measures

aggressive timelines executed Multiple transformation based on productivity, quality in last couple of years engagements with operators and achievement of business

such as BT, Telecom New objectivesThree Greenfield Zealand, Telecom Fiji to name a implementations underway Best practices that can be few customized to our clients Existing Customer Engagements

requirementsBest PracticesCatering to 5 out of top 10

Ability to efficiently manage Proven expertise and Fortune 500 Telecom financial, operational, experience in providing Operatorstechnological and regulatory platform consolidation and

Serving over 150 Million risks for customers with technology transformation subscribers “proactively proposed with a rich library of world-

stringent service levels”class solution frameworks and Operate and manage more

ProvenOperations

ExpertiseReal-LifeTransformation

Experience

LaunchManagementCapabilities

Tech Mahindra Advantage

Stra

tegic

Taci

cal

tOp

erat

ional

Client

Steering CommitteeClient CIO/CTO

Client Program Manager

Client Project Heads

Quarterly Review

Program Health-CheckDispute ResolutionStrategic DirectionNew Investments

Steering CommitteeVP-Managed Services

Tech Mahindra Program Manager

Tech Mahindra Delivery Manager

Monthly Conference

Business Metrics ReviewKey Risk/ IssuesCapacity ReviewAudit Compliances

Weekly Conference

Project Status ReportIssue Register & ResolutionDaily Reviews As- RequiredIT Support Issues

Multiple levels of contact across both organizations to deepen the relationship & enable constructive collaboration

etarepO

Strategize

Evaluate

D s ge ni

et uc exE

Methodologyfor

ManagedServices