Transition Approach

Application Management Services

 Transition Approach
Application Management Services

TABLE OF CONTENTS

I. INTRODUCTION..........................................................................................................................................2

II. TRANSITION MODEL...............................................................................................................................2

III. TYPICAL PLAN.........................................................................................................................................7

IV. CRITICAL SUCCESS FACTORS..........................................................................................................11

V. APPENDIX -SAMPLE TEMPLATES USED DURING TRANSITION PHASE...............................13

A. STEADY STATE READINESS MATRIX .........................................................................................................13
B. INTERFACE DETAILS MATRIX..................................................................................................................14
C. FORM DETAILS.....................................................................................................................................14
D. INTERFACE FMEA...............................................................................................................................14

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 Transition Approach
Application Management Services

I. Introduction
Unisys has developed a standard methodology for implementing and
managing the point services comprising our global portfolio – we
utilize our powerful ‘3 Dimensional Visual Enterprise’ (3D-VE)
methodology... The differentiator is enterprise visibility—or linking
holistically across all dimensions of an enterprise. 3D-VE’s power
is traceability. This will allow clients the ability to see the cascading
effects that change has across all layers of a business. This visibility
turns change from an adversary into a competitive advantage–and
lessens risk, empowering clients to transform the way they do
business.

Unisys will use the metrics based tools set and methodology to
transition Application Management services to Unisys that are either
provided by current employees or other service providers. Some of
the benefits of the approach are:
1. Organizational visibility using traceability. (Through
cause and effect analysis)
2. Intellectual property as a competitive differentiator (By
modeling business knowledge)
3. Impact analysis (The ability to understand the impact
that change has on both business processes and IT
applications)
4. Redundancy elimination (Reducing costs and
streamlining processes and applications by eliminating
redundant functions)
5. Agility (The ability to predict and react responsively to
the impacts of change)

II. Transition Model

Backed by proven processes and people, capability, maturity and
rich experience, Unisys has devised a model, which helps us
understand the applications and perform a smooth and seamless
transition of the application management activities from the
customer to the Unisys team. The model is independent of any tools
and hence can be adapted to any kind of environment.

The transition is carried out in 2 stages:

1. Pre-transition
2. Transformation/Transition.

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 Transition Approach
Application Management Services

A. Pre-Transition

The Pre-transition phase is a due-diligence phase designed to

achieve the following goals:
1. Optimize the use of IT resources through movement of
applications maintenance and support to offshore.
2. Identify opportunities to improve the effectiveness of
IT through process improvement.

Portfolio Analysis
Unisys Team will study existing documents, conduct interviews,
surveys with business users, IT staff and other stakeholders to gather
information, suggest recommendations, and prepare a plan for the
transition activities. The activities performed during this phase
include:

# Activities
1 Study overall business architecture
2 Identify key stakeholders
3 Determine organization goals
4 Determine current resources for transition
5 Gather and review existing application documentation
6 Interview/survey key customer IT personnel and end users
to get a high level understanding of the existing
applications and the criticality of business processes
7 Create an inventory of the existing applications with
information like size, complexity, stability, support levels,
underlying technologies, number of users, etc.
8 Estimate major costs associated with each application like
software licensing and estimated maintenance effort.
9 Develop an initial set of recommendations based on the
information gathered with respect to the applications as

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 Transition Approach
Application Management Services

to whether they can be left as-is, consolidate with another

redundant application, migrate to standard or current
technologies using the migration model, retire the
application, move the application to offshore or replace
with a new application.
1 Develop high-level implementation plan.
0
1 Identify service levels and finalize.
1
1 Consolidate and summarize the portfolio analysis results.
2
1 Review with project stakeholders.
3

Application Analysis
The Application Analysis phase follows a three-step process for
transitioning support

# Process Description
1 Complete This consists of analyzing all non-
Application infrastructure aspects of the
Assessment application, including functionality,
programming standards, QA
processes, organizational dynamics
and others.
2 Complete This consists of analyzing all
Infrastructure infrastructure aspects including
Assessment network, hosting, system software,
hardware, multiple environments and
others.
3 Define Transition Provide a detailed plan for the
execution and transitioning of the application to the
SOW offshore team and the Statement of
Work

B. Transition
Effective knowledge transfer is one of the most critical activities in
an offshore outsourcing engagement. This phase is executed onsite
where the knowledge transfer happens from the client/stakeholders
to the Unisys team in four stages. The Transition Manager starts the
transition activities by creating a Transition plan. The various stages
are depicted in the graphic below.

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 Transition Approach
Application Management Services

Introduction Phase
The purpose of the Introduction Phase is to give the Unisys team a
basic understanding of the application to be supported and the
infrastructure and communications requirements to move the support
offshore. This phase also optionally includes tasks to address any
deficiencies in the current documentation, regression test bed,
maintenance processes, etc. so that the maintenance can be
effectively transitioned offshore. The major activities of this phase
include:

# Activities
1 Study the current applications and production environment
2 Understand the design, data structures and source code
from a technical perspective
3 Understand the current technical and functional issues, if
any
4 Understand the current support processes and
methodologies; tailor Unisys processes as appropriate
5 Understand the requirements development process,
configuration management, release management, and
production rollout procedures
6 The outcome of this phase will be an initial system
document, which is sent to offshore team to understand the
application.

Hands-on Phase
This activity is carried out primarily at onsite from the client
location. The Unisys team works under the supervision of the client
support staff to perform support-related tasks and obtain exposure to
maintaining the application. The primary responsibility of support
still remains with the client for all the deliverables executed by
Unisys in this phase.

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The main activities in this phase are as follows:

# Activities
1 Client staff to assign and prioritize support activities to
Unisys resources
2 Execute the support activities
3 Ensure project deliverables meet agreed-upon
requirements
4 Interact with client staff to resolve issues
5 Refine the support and maintenance process

Primary Contact
After obtaining hands-on experience in supporting the application,
Unisys will take responsibility for complete support and
maintenance activities from the client location. Members of the
existing support team will continue to participate in supporting the
application, but primarily from a coaching and review perspective.
This activity would also typically include performing some
maintenance work from offshore to test out the offshore
infrastructure and communications set-up.

The major activities in this phase are:

# Activities
1 Unisys project manager to assign and prioritize support
activities to Unisys staff
2 Execute the support activities
3 Ensure project deliverables meet agreed-upon
requirements
4 Interface with client staff to resolve issues
5 Perform representative support tasks from offshore
6 Refine the support and maintenance process as appropriate
7 Finalize the SOW

Transition to Steady State

Prior to full transition to the offshore model, there is a formal
checkpoint review to ensure that the Unisys team is fully up-to-
speed and prepared completely to take on support responsibilities for
the application. This review typically includes walk-through or
presentations from the Unisys team on the application (from both a
functional and technical perspective), the defined support processes,
any tools or special software that is used to perform support
activities, etc. This review helps ensure that the team has addressed
all critical aspects of supporting the application before transitioning
to offshore. Performance of the Unisys Team is measured against the
pre-defined service level agreement for an application.

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Steady State Activities

After the successful knowledge transfer from the customer staff to
Unisys staff, the support and maintenance activities are started from
offshore with the environment that is setup separately or through
connectivity to the customer’s environment through secure
connectivity or communication links. The following activities are
carried out during the Steady State phase:

# Activities
1 Raise a Service request (ticket) in the problem management tool.
2 Understand the Ticket and collect the relevant diagnostic data
and steps to replicate error
3 Assign the ticket to the appropriate agent
4 Proactive customer follow-ups thru ticket closeout
5 Trouble ticket is routed to the Level 2 staff by the level 1 support
team
6 The Level 2 staff will identify the severity of the request as per
the classification
7 Perform Real-time troubleshooting and provide resolution
8 Identify workaround for the issues reported
9 Provide feedback to user with proper usage information (where
required)
1 If a code change has to be done, then the request is delegated to
0 the Level 3 staff.
1 The level 3 staff includes Software engineers who will go through
1 the SDLC lifecycle to implement the changes.
1 The requests are serviced as per the SLAs; the users are informed
2 as soon as their issue is resolved.
1 Generate status reports that have been discussed and agreed
3 with the customer.
1 Review the project progress and take corrective actions at
4 periodic intervals.
1 During the steady state, the Unisys support team continuously
5 updates the application documentation, which forms the
knowledge base that can be re-used to train new resources from
Unisys and Customer’s side. This documentation can be used as
the Functional specification for the applications.

III. Typical Plan

A typical high-level plan of Transition and support engagement is
shown below. The phases and duration need to be planned on a case-
by-case basis with the client’s management team. Unisys would
work jointly with the client in finalizing a transition plan for the
engagement.

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A. Transition Plan for Applications

Based upon its past experiences of running support engagements
Unisys has identified certain activities, which needs to be completed
during transition of an application to support. These are outlined
below.

Introduction Phase
During the introduction phase following is the information, which is
collected by the transition team:

# Category Information
1 IT Roadmap Understanding the applications to be
Knowledge, supported.
through: Time since go live
Modules implemented and the user
base knowledge
2 Business Process Business blueprint documentation
knowledge, Process flow charts
through: Configuration documents
Business Process Procedures
Test scripts for executing
transactions.
Inventory of all the relevant processes
for a site
3 Technical Inventory of all RICE (Reports,
Knowledge, Interfaces, Conversions and
through: Enhancements, forms) objects
Technical specifications, Functional
specifications, test plans for all RICE
objects.
Details of the third party interfaces

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Application Management Services

with which UOP applications interact

4 People Knowing about various stakeholders
knowledge, such as End Users and IT Team and
through: their roles and responsibilities.
Process to be used for communication
with various stakeholders.
Other stakeholders and their roles and
responsibilities
Critical Process knowledge through:
- Understanding what are the business
critical processes for the site, and
escalation path in case an issue crops
up in one of these.
- What are the current issue resolution
mechanisms in place for these issues?
Deliverables of Introduction phase
would be inventory on all knowledge
that Unisys collects during the
subsequent phases

Hands-On Phase
During the Hands-on phase Unisys transition team goes to each and
every individual item identified in the introduction phase, and
studies them in detail to understand the building blocks of
applications to be supported. Clear deliverables have been identified
for each and every phase and the client evaluates effectiveness of
each of these deliverables.

Item Deliverables Means of vetting the

effectiveness of
deliverables

Business Process Understanding Transition team to

Process document present the
Study knowledge gained
as a result of
Business Process
Study to the client
team, and get their
sign-off on the
understanding
Interface Interface Failure Mode Transition team to
Study Effects Analysis (FMEA) submit FMEA and
and Process Maps Process Maps and
get them signed-off
from the client for
their effectiveness
and accuracy
Interface Interface Details Matrix Transition team to
Study- submit the Interface

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 Transition Approach
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Item Deliverables Means of vetting the

effectiveness of
deliverables

Third details matrix to the

party/ client and get the
Client sign off from the
contact client for their
process correctness.
Enhancem Enhancement Knowledge Transition team to
ent Study spreadsheet submit
enhancement
knowledge
spreadsheet and get
them signed off from
the client for their
effectiveness and
accuracy.
Forms Forms Details Matrix Transition team to
submit the forms
details matrix to the
client and get the
sign off from the
client for their
correctness.
Client: Roles and responsibility Transition team to
Roles and Matrix submit roles and
Responsibi responsibility matrix
lities to the client and get
it signed off for its
correctness.
Critical Critical Process Transition teams to
Processes understanding document present the
knowledge gained
for critical process
study to the client
team, and get their
signoff on the
understanding, as
well as mitigation for
critical issues.

Primary Contact Phase

During the primary contact phase Unisys transition team puts the
knowledge gained in the Hands-on phase to test, and start work on
support issues. During this phase existing support team would still
continue to support the applications, though with reduced
responsibilities and Unisys Support team would start assisting them

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in a lot of problem solving. This would be a period where Unisys

support team would be “testing waters” in terms of their
effectiveness in resolving support issues. This phase will act as a test
case for the transition documentation created in the Hands-On phase
as well as give the applications support team critical customer facing
experience. This phase would also identify pointers in terms of mid-
course corrections to be undertaken if any.

During this phase Unisys transition team will also understand the
processes/applications, which have not been mapped completely, or
are currently work in progress. Unisys support team will understand
the roadmap of these processes/applications to production and
transition to support.

Ownership Phase
At the end of the Primary Contact Phase, Unisys would assume full
responsibility for support of the applications in scope as per the
predetermined SLAs. Application Support team will ensure that all
the documentation generated during the transition study is kept
current and up to date.

During the entire transition process Unisys measures the progress of

transition using Steady State Readiness Matrix under Appendix.
Please also refer to some artifact samples provided for as an
illustration under Appendix viz.:
• Interface Details Matrix (Please refer Interface Details
Matrix)
• Form Details (Please refer Form Details)
• Interface Failure Mode Effects Analysis (Please refer
Interface FMEA)

IV. Critical Success Factors

Here are some of the important critical success factors categorized
into Client, Project management and decision making information.
# Domain Description
1 Client Structured support Mechanism
especially during resource transition.
2 Client Focus on customer needs and benefits
to their business
3 Project Management Well defined & adequately staffed
management structure
4 Project Management Problem / issue elimination Vs repeated
resolution
5 Project Management Quality of response and response time
6 Project Management Cost reduction based on process
standardization and minimizing
reinvention

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# Domain Description
7 Project Management Clear Points of Contact – Joint
Governance Model in place
8 Project Management Effective Co-ordination between on-
site/offshore/near shore and recording
of changes
9 Decision making Decision making metrics
information
1 Decision making Decision to operational transparency
0 information • Predefined review milestones,
reports & acceptance criteria
1 Decision making Proactive Decision making
1 information • Service standardization with
associated effort, costs,
dependency & constraints

1 Decision making Management reports

2 information • Health, tolerances and
escalation
1 Decision making Early Client involvement
3 information • Forecast planning
• Milestone based reviews
• Issue tracking
• Escalation Procedure

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V. Appendix -Sample Templates Used During Transition Phase

A. Steady State Readiness Matrix

Steady State Date

XXXXX Deployment 12-May-05
Readiness :
Status:
Green
: Above 90%,
Yellow
- 90%-80%,
- Less
Red than 80%, White - Yet to start Summary
StatusStatusStatusStatus Status Tasks Green 403 70%
Definition Impact Actions Required Comments
30-Mar6-Apr13-Apr20-Apr 5/2 CompleteTotal Yellow 157 27%
Support Readiness Red 19 3%

the yellow and green can

about 4 % ofbethe
supported, but yellow
process/ BPPmeans
are the process is not
not completely
documented or we59 have
tcodes/process
Measured based on completion status of transition- finalised and
not been able to loacte
were removed from
BusinessinProcess
tasks for process areas (total 65) 67% 70% 70% 70% 70% 403 579
documented any documents scope White 0 0%

Measured based on completion interface

status of
transition-in tasks (inclusive of Interface FMEAs,
Interfaces
error handling process and details matrix)80% 80% 80% 80% 100% 20 20 Total 579 100%
Measured based on completion status of study of 36 enhancements
enhancement
and clarification for any don’t have
s
issues/questions.
Enhancements 74% 74% 74% 74% 74% 104 140 documentation
Process Readiness
SupportMeasured
processas completion status of support manual 0%
User’s familiarity on executing various transactions
in SAP related to their business function. These
Powermetrics
Users are
& based on the End User Assessment
EndReport
Users published by Honeywell. 87% 87% 87%
Finalized
Access
Access
levels/restrictions as dictated by export
Levels and seggregation of duties (SOD)
control 0%
System Readiness

Measured as % of tickets closed (# tickets

closed/Total # of tickets)
Ticket resolution 74 81% 378 468

Measured as % of sev 1 tickets closed (# sev 1

tickets closed/Total # of Sev-1tickets)
Sev 1 of the stability of the system and
Indicator
ticket resolution
readiness for steady state support 83% 83% 25 30

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B. Interface Details Matrix
Interface Partner
Export Interface 24X7 AfterHours Afterhours SAP
Interface Application Partner error System SAPBusiness
Description Control Critical support contact contact(3rd Source Direction Destination Frequency Processing
number Area System severity ticketing Analyst
Data? Timings/Days required? (business) Party) Schedule
level process
SAP toXYZToday's ABC
Master
INF300XX Shipments +2weeks OM No 1 Mon- Fri. Y 000-111-5782. N/A N/A SAP Outbound WSC Daily/Nightly XXXXXX
Data
(PSSHIP)

ABC toSAP - Additonal ABC

Nightlybatch
INF300YY Material Master ACDd SC MMODS No 2 Mon- Fri. Y 000-111-5782. N/A N/A MMODS Inbound SAP YYYYY
processing
(ManytoManyCageCode)
Material Master Main ABC
Nightlybatch
INF300ZZ UpdateInterfaceto SAP SC MMODS No 2 Mon- Fri. Y 000-111-5782. N/A N/A MMODS Inbound SAP ZZZZZZ
processing
(includingQuality)
ABC InterfacePrgramto ABC Nightlybatch
INF300AA SC MMODS No 2 Mon- Fri. Y N/A N/A MMODS Inbound SAP AAAAAA
update Rev. Level 000-111-0712 processing
SAP Material Master to ABC Nightlybatch
INF300BB SC MMODS No 2 Mon- Fri. Y N/A N/A SAP Inbound MMODS BBBBBB
ABC 000-111-0712 processing

C. Form Details

Form Print Program Sapscript Optio DCL FileName Output Type SAP Transaction
Purchase Order YSCR_FRMxxxx3 YSC_FRMxxx03 Non Optio Form NEU ME22N
Invoice P1 YOMR_FRMxxxx2 YOM_FRMxxx02 Non Optio Form ZXYZ VF02
Packing List Tag XXXXX
YOMR_FRMxxx26 YOM_FRMxxx26 Non Optio Form ZAWS VL02N / VL71
P1
Production form
YAFR_FRMxxxx039 FRMXXX1_rdui.dcl ZWEW IW32
XXXXXXX P1
Packing List P3 YOMR_FRMxxxx47 FRMXXX2_rdui.dcl ZPL2 VT02N / VT70
Pick List P3 YAFR_FRMxxxx031 FRMXXX3_rdui.dcl Z204 IW32 / IW3D
Work Order BOM P3 YAFR_FRMxxxx043 FRMXXX4_rdui.dcl Z502 IW32 / IW3D
Master Bill of Lading P4 YAFR_FRMxxxx046 FRMXXX5_rdui.dcl ZF15 VT02N / VT70
AAAAAAAAA Labels P2 YOMR_FRMxxxx045 YOM_FRM00045 Non Optio Form ZS2K, ZS2L, ZS2M VL02N / VL71

D. Interface FMEA

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 INFXXXXX_XXXXXXX_OUTBOUND_YYYYYYYY_FMEA
PreparedBy: Mr. AAA BBB PartnerContact: XYZAAA PartnerSystem: Speck2K
Date: 1/31/2005 Business JohnDoe Middleware: EDI
PowerUser: Direction: Outbound
MiddlewareContact:
External Support:
Potential
Potential Potential ExistingControls Plans /
FailureMode PreventiveActions
FailureEffects Causes (Whatarethe existing CorrectiveActions Responsibility
(Whatcango Recommended
Process Step/Input (What is (Whatis the impacton (What are theroot controls that preventor Recommended (Whatis the target
wrongwiththe (Howtoprevent the
theprocess step/input?) the customer (output causereasons for the detect either thecause or (Howto identifyand completiondate
process occurrenceof the
variables) or internal process step/inputto the FMprior to leavingthe resolve issue?) andwho is
step/input?) potential cause?)
requirements?) go wrong?) INPUTS process step?) responsible?)
OUTPUTS

Notifythe Business
Change or create Invoice Checkwhether o/ptypeis process owner and
O/ptype (ZCIN) not Monintor theo/ptype
throughVF01,VF02witho/ptype maintainedor notthrough maintaino/ptype SAP HelpDesk
maintained availability
ZCIN Invoice is not VV33 througVV31with
created/Change Invoiceis not Postedto the approval of BPO
d Partner System

Change or create Invoice

throughVF01,VF02witho/ptype Invoice is not Notifythe SAP
ZCIN created/Change Invoiceis not Postedto SAP Server Request about SAP
d Partner System Unavailable Monitor databyhelpdesk None server Unvailability SAP HelpDesk

Change or create Invoice

throughVF01,VF02witho/ptype Invoice is not Monitoredthe Redefine the Data
ZCIN created/Change Invoiceis not Postedto Monitoredall the Fields of Transactionand andRunThe
d Partner System DataMissingerror Transaction redefine theProcess process again SAP HelpDesk

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