Excers 360

TM

Comprehensive Clarity PPM Services

Making Technology Work for

You!

Delivering
Excellence
Content

1
2
3
4
5
6

About Us

Who We Are?

Excers 360 PPM Services

Excers 360 Whats included?

Service Level & Team Composition

One Stop Solution

Coming Soon

Contact Us

About Us
an overview of Excers
Excers is an IT Management, System Integrations & Solutions Company

Worlds Largest Clarity PPM Consulting firm with over 130 Clarity PPM Professionals

Founded in 2010 in Texas, USA. Currently head quartered in Dallas, TX, USA.

Operations in USA, Canada, UK & India

Specialized in System Integrations, Product Development, Project & Portfolio Management

IT Consulting, Business Consulting, Application Development &Maintenance, System

Reengineering

Define Business Processes and provide Enterprise IT Governance Solutions

60 Plus International Clients

Who We Are?
Excers is a Professional Services company making Technology work for you
(the user !)

Enterprise Software Professionals helping clients to plan and deliver their most important
business improvement projects by delivering the Functional Intent of the application to address
business needs.

Provide full range of product engineering, development, technology services, business process
definition and governance services.

Excers Technical Services help clients deliver innovation to their customers, reduce costs and
improve effectiveness by leveraging Business Technologies.

Excers has a strong Portfolio of System Integration offerings to provide increased value for
clients, as well as serve as a source for better growth and profitability by connecting their
systems.

Who We Are?
Excers is a Professional Services company making Technology work for you
(the user !)

Our enterprise System Integration Solutions provide critical foundation to gain deep insight and
exceptional control over complex IT environments.

Our solutions enable customers to support changing business models at the right time, the right
place and from the best sources, and flexibly deliver the IT services in the manner that best
serve their IT needs.

We stand apart from our competitors by solving the toughest IT management challenges
through:

Deep expertise in diverse and complex environments

Highly reliable services that are cost effective

A practical approach to innovation

Clarity PPM Services

Excers 360

TM

Comprehensive Clarity PPM Services

Excers360TM Comprehensive Clarity PPM Services

(Customers) Enterprise Clarity Platform

Excers360TM Services
Service Ticket logging, Request Triaging, Initial Response & Acknowledgement

Front line
Support

Development

User Administration / Security Authorization / Password Resets

L1

How to questions / Phone & Web Support

Application Monitoring, Clarity PPM Jobs scheduling, Processes Monitoring and escalation to L2 and L3

Major
Enhancements
New
Functionality
Development
New Business
Line Onboarding
Integrations with
other Systems
Enterprise
Reporting
Management
Dashboards

Front line contact with CA for all Product Support Issues

Advanced
Support

L2

Break/Fix
Services

L3

Advanced
Technical Support

Code Fixes

Root cause
Analysis
Patches &
Upgrades

Minor
Enhancements

Documentation

Deployments

Infrastructure Monitoring, Health Check, Proactive Maintenance

Integration and Interfaces Management

&
System
Maintenance

Functional & Technical

Support

Information Security, Application Security, Risk and Control Services & Compliance

Special
Support
Services

Database Services and DB Support

Active Directory Integration, LDAP and SSO
Data Loading, Reporting Services & Knowledge Management
Performance Management Services
Testing Services

Tools, Processes,
Accelerators
Governance

ITIL Delivery Processes for Run & Operate - Incidents, Issues and Release Management
AGILE Development Process - Enhancements, New Functionality and System enablement
Centralized Knowledge Management & User Training
Continuous Improvement and Innovation

SLA/OLA Reporting

Communication
and Reporting

Contract
Management

Planning and
Budgeting

Excers 360
Administration Duties

Add, change, deactivate users and user rights

Schedule and validate scheduled jobs & reports
Troubleshoot system performance
Liaise with application, network and HW teams
Upgrade Planning & Implementation
Install service packs and minor point releases
Assist in backup, restore, and disaster recovery
Assist with end-of-fiscal financials activities

Incident Management

Help Desk tickets via Help Desk system

Client Help Desk provides initial screening
Transparency to CA ticket response/escalations
Low, Medium, Serious, Critical response SLAs
Designated hours of support

Build and Maintain operations manual

Deliver standardized procedures and tasks
Schedule, monitor jobs, processes, and reports
Monitor system logs
Identify and manage schedule maintenance
Validate data loads, extracts, and interfaces

Configure, review and analyze standard Clarity reports

and/or Customer-specific reports
Master data - OBS maintenance
Data extractions and Quality Management

Enhancement Support

New Functionality configuration and Deployment

Rollout of Clarity to new users
Deploy portlets, reports, workflows, and utilities
Access to existing pre-developed components
Provide supplementary support

Knowledge Transfer

Assist in solution definition and lifecycle roadmap

Architect deployment and resource plan
Validate PPM objectives and processes with current and
future Clarity functionality
Periodic solution health checks

Reports and Data Management

Services

Architectural Guidance

Operational Support

TM

Agenda driven monthly transfer sessions

Administrative and operational tasks
Software capabilities and use
Data structure, Data Dictionary
Other topics mutually agreed upon

Multilevel Support
Seamless Service Request (SR) Management Approach
L2 Support Services

L1 Support

L1
Escalation

Break/Fix
Triage Team
Support Request Validation
Developer Resolution
Break/Fix Tested & Deployed
Work Around
Work Around Solutions for
Software Defects
Alternate Approaches based on
Cost/Benefit
RCA (Root Cause Analysis)
L2
In Depth Team Analysis
Escalation
Extensive Knowledge Base of
Clarity Expertise
Documentation
Formal Service Request Process
Each SR Documented
Historical SR Repository

L3 Support Services

Technical Support
Technical Experts
Development Experts
Technical & Development
Knowledge Base
Code Fixes
Configuration Fixes
Report/Portlet/Scripts Fixes
Patches
Code Fix Packs
3rd Party Support
Support of Approved 3rd Clarity
Add-Ons
Minor Enhancements
Enhancement Requests for small
functionality
Configuration & Development
Services

Service Overview What's included?

Service

Description

A Clarity Solutions Architect will serve as primary resource for planning out the
customers deployment roadmap

This resource will learn Customers business, understand how Customer implemented
CA Clarity PPM to date, and make recommendations on what to do next.

Consulting

He or she will provide best practices guidance on change requests for modifying existing
deployed functions or for new functionality or content to ensure that the requests are
consistent with the long-term objectives of the business from a configuration standpoint.

Clarity Solutions Consultants also will help plan for upgrades by determining which
functionality Customer may want to deploy and share the knowledge on any changes in

the application that may impact the business user community.

On a monthly basis (or as requested by client during when new functionality is released
or existing functionality is modified ) Run and Operate team will conduct knowledge

Knowledge
Transfer

transfer sessions.

These could cover anything from how a new component functions and will be
maintained, to a custom report or portlet review of the new features in the latest
product release.

10

Service Overview What's included?

Service
Implementation
and Enhancements

Description

Solution Architecting the design to implement the industry best practices

Onsite and remote consulting services to develop additional content, enhance the
current system, change existing functionality or upgrade to new version of Clarity PPM

Excers Knowledge
Base

Access to Excers Knowledge base which contains System Administration Research

Portlets & Reports

Hundreds of reusable components which include most commonly requested Portlets,

Reports, Dashboards and Workflows.

Excers Work Product Packages which consists of pre-built interface adaptors

Provide Supplementary Support at no additional charge as part of the Services

offering.

Supplementary
Support

A significant additional benefit that will provide Customer with the assurance that
any content developed by the Clarity360 is fully supported during the term of
engagement.

11

Service Overview - Sample Incident Management Workflow

Process
Issue identified

By whom

Customer identifies issue (or question) regarding

solution.

Customer contacts Clarity360 services team via

agreed channels ( recommendation is to implement
Service Request Module in Clarity) and provides
details of issue.

Clarity360 team reviews the request and escalates

to internally if the issues involves changes/additions.
Product Support is contacted for Bug related issues.

If the ticket does not involve complex configuration,

the issues is handled by the support team per
standard support processes and procedures.

For Complex issues, an Clarity Developer level

Consultant is assigned to the ticket and notification
sent to the requestor.

Consultant works with the requestor and Customer

Clarity team to identify solution to the issue
reported.

Customer

Clarity360 team contacted

Customer

Issue analyzed

Clarity360

Yes
Product
issue?

Clarity360

CA Support Ticket

Consultant assigned

Root Cause Identified,

Issue Resolution
Implemented

12

Process description

Clarity360

Clarity360

Service Overview - Sample Enhancement Request (ER) Workflow

ER received /
assigned

Technical Spec
Design created

BRD created

Design is built,
unit tested

Release Plan
proposed

System / RT
performed

Release Plan
approved

UAT performed

Functional
Spec created

ER release is
scheduled

Enhancement Requests (ERs) include new functionality requests, changes to the existing
functionality, configuration, new development, portlets, reports, interfaces, configuration etc.

13

Team Composition
Manages relationship between Excers and Customer
Escalation Point for Customer
Service performance oversight

Engagement
Manager

Sr. Solutions
Consultants
/Architects

Sr. Technical
Consultants

Clarity Support
Specialists

Clarity
Developers

14

Requirement Analysis, Solution Architecting and Design

Provides business solution thought leadership
Develops Design Specification and performs functional configuration
Lead and Manage all Functional and Implementation activities
Technical Requirement Analysis, Solution Architecting and Design
Provides technical solution thought leadership
Technical Design and Specifications and performs Technical configuration and development
Manages all development and technical activities
Handles all Service Requests (SRs) related to Incident Management
Resolve Issues, Bugs, System Errors and Provide front line support to users
Work with Technical and Development team on Enhancements, Changes and Deployments

Handles all Clarity PPM technical and development activities

Work with onshore team to perform requirement analysis, design and development
Work with support team in testing and deployment

Flexible, Scalable & Affordable

No Scope Restrictions Yes!

Excers 360 offers the flexibility to use resources on any
Clarity PPM related activity you need. No scope restrictions
on whats covered in the services.

Scalable Services
Excers 360 offers the scalability as needed Increase the
service capacity as needed and reduce it back when you
dont.

One Fee
One low fixed fee that covers any and all Clarity PPM
related work

15

Excers- Your One Stop Solution for all Clarity PPM needs

With over 130 team members and growing, Excers has any and
every resource you need to implement, enhance, run and operate
Clarity PPM of any size or complexity.

Excers global presence allows us to provide Follow The Sun

support covering all time zones and regions for a price that meets
your budget.

Excers offers Fixed Fee, Time and Materials and Capacity (FTE)
based services to suit your needs.

Excers is built on a service driven process and culture that

enables us to achieve massive efficiencies to scale and grow

16

Contact us Today!

North America

Thank You
Contact Us Today!

Info@excers.com
Ph# +1 469-804-0184
Excers Software Solutions Inc.
14160 North Dallas Pkwy, Suite 605
Dallas, TX 75254
USA

Asia Pacific
Info@excers.com
Ph# +91-40-66768998
RV Insignia, 2nd Floor,
Silicon Valley Layout, Image Garden
Road,
Madhapur, Hyderabad 500081
India

17