Path Infotech Ltd.

IT Services System Integration

Managed Services Delivery

31-Jul-2013

www.pathinfotech.com
Agenda

 AMS@Path - Value proposition, Solution Highlights

 Service Improvement Approach
 Efficient Service Model
 Transition Methodology
 Knowledge Transfer Process
 Managed Service – Delivery Approach
 Program Management Review
 Metrics, SLA Reporting (Sample)
 Q&A
IT Industry Facing Conflicting Demands

McKinsey IT strategy survey of 550 global execs Application Support

Management
Diverse Business Drivers
20%
Technologies
Innovation
40% Budget 1) New Product
Quantifiable Release
Results
2) Acquisition &
80% Merger
Extensive
60% Operations
Support 3) Competition
Cost
4) Financial Results
Faster
Resolution
Current Desired
IT Spend IT Spend

Lower Higher Higher

Operations Service Flexibility
Cost Levels

Are You Dealing With These Conflicting Demands? ? ?

We Help You Manage Conflicting Demands

Current IT Spending IT Spending With PATH APP MGMT

BUSINESS GROWTH
NEW NEW
INITATIVES INITATIVES
HIGH CUSTOMER SATISFACTION

APPLICATIONS APPLICATIONS COMPETITIVE ADVANTAGE

MAINTENANCE & MAINTENANCE &
ENHANCEMENT ENHANCEMENT OPERATIONAL EFFICIENCY

COST SAVINGS
APPLICATIONS SUPPORT SUPPORT
IMPROVED QUALITY

Create Room For Strategic Initiatives

Our Solution Highlight – AMS@PATH

 Customer Benefits
 Focus on business outcomes
 Lower TCO, Year-on-year efficiencies
 Guaranteed SLA compliance Methodologies
 Improved application availability

 Business Model Capabilities

 Offshore, Near-shore, Onshore, Global model
 Fixed bid, T&M, Pay-per-use, Risk/reward pricing Application
model Management
 Standard, Premium – Pricing / Services option
Business
Model

 Capabilities
 24x7 Relationship
&
 Best in class infrastructure Collaboration
 Skilled resources.
 Comprehensive Tools & Technologies
 Robust Knowledge Base

Vision and Thought Leadership about Service Management

Adopt Support Improvement Approach

Drivers Activities Outcomes

Ultimate focus Application Maturity  Simplification

Analysis
Simplification &  Application Entitlement
Usage Analysis and
Entitlement  Applications Retire
Optimization
Business Value

RCCA Process
Business Processes  Call Volume Reduction
Bottlenecks Early Warning Systems
 Automation
Predictive Monitoring

Issue Resolution / Tracking

Focus at Start  Performance Entitlement
Change Management
Uptime &  Production Schedule
Performance Automated Monitoring Attainment

Deliver beyond “Keep the lights on”

Tap ERP Practice Capabilities

Oracle
E-Business Suite Data Base
Consulting CRMOD/Fusion
& BI Analytics Administration
CRM & HCM

Oracle
E-Business Suite Data Base
Technology BI Application CRMOD/Fusion
R12 & R11 Administration
CRM & HCM

CEMLI/ RICE
Implementation Application & DBA
Services Development and
and Upgrade Support
Maintenance

Automation led approach for E-Business Suite

Unique Value
Proposition Reduced Elapsed Increased efficiency Minimize Go-Live
time and minimize errors downtime
Leverage Oracle ERP COE

• 150 +Resources
comprising Technology • Delivery Ownership
SMEs, Solution Certification • Domain Technology
Architects, DBAs, expertise
Functional, Technical Resources • Repository of reusable
and Core Oracle experts components
• Best practices and
knowledge sharing
• Standard Framework and
• Oracle EBS methodology
• Oracle CRMOD Method • Resource development
• Oracle Fusion CRM Oracle
• Oracle Fusion HCM
ERP & CRM CoE
• AIM, OUM
• Tool based Approach
• Implementation
• Version Upgrade
• Database
Administration
Experience
• Support and Services
Maintenance • 2000 + Person years of
• Consultancy experience in
• Dealing with CEMLI/ implementation and support
RICE components services

Transforming information into business values

Right Service Model
Phased, Controlled Transition Process Comprehensive, Online Dashboard

ITIL Compliant, Multi-Tiered Service Model

 Well-defined SLAs
 Dashboard for Metrics
 Guaranteed Service Levels
 Pro-active monitoring & health checks
 Emphasis on self-service & Knowledge Base
 YoY Productivity Improvement

Focus on Delivery Outcomes and Continuous Improvements

Right Start – Transition Methodology

PROGRAM KNOWLEDGE SUPPORT PROGRAM

INITIATION TRANSFER TRANSIION EXECUTION

ENVIRONMENT
SETUP

Three-phased approach to the Program

 Phase 1: Program Initiation (Planning)
 Identify teams with roles and responsibilities, plans for knowledge transfer, process
definitions, reporting and metrics.
 Phase 2: Program Transition (KT, Setup, Support transition)
 Training for various application functions, knowledge transfer, undertake responsibilities in
parallel, environment setup at offshore center as necessary.
 Phase 3: Program Execution (Steady state support)
 Continuous service delivery, reporting, regular program review, Change Management as
necessary.

Methodology refined and perfected over multiple customer experiences

Knowledge Transfer Process
Due
Signoff Diligence Transition Plan
KT
Key Drivers
Transition
Transition
Transition Plan • Infrastructure Support Availability
• Updated System Documentation Availability
Offshore
Transition
Phases
Phases • Business Criticality
Check lists, • Services Availability
Primary and Induction
Manual, Hands • System Complexity
Secondary Familiarization
Support On • Interfaces with other Applications
and Case Study
• User Base

Test Systems Hands on Playback

Transition Sessions Sessions Performance
Tools Measures

Classroom
Sessions Documentation Transition Tracking

Ensure complete and risk free transition

Right Delivery - Managed Service Approach

Customer On-site/Near-shore Path Offshore

Support Center Support Center
Assign
Direct call to Support Create ticket to
Center customer Offshore Delivery approach
Ticket Ticket
ticket Center
Client Path
can have various
Sends eMail Support Management Team
Center Support Support flavors depending on
team Team Function & Support Team
client requirement
Creates a Problem Technical & Support Team
Message AMS Ticket Management • Onsite Flavor
Service Delivery Team
System
• Hybrid Flavor
• Offshore Flavor

Update & close the

ticket
Service Lines
Key Roles in Delivery
Based on the flavor
Solution Status & • Delivery Manager
implemented or the team
Support Center Delivery • Transition Manager
Customer Update composition in terms
Action • Project Manager
Recommended On site Near Shore • Team Leads of on-site and off-
Center Center
• Quality Inspector shore will vary.

Disciplined approach to deliver service in cost effective manner

Right Direction - Program Management Review

Customer Path
Review focus
Quarterly
 Relationship guidance
 Strategic directions
Senior Management  Program Health check
Engagement Manager
 Achievements
 Lessons learnt
Monthly
 Quality
 Metrics, Trends
Operations Manager  Causal analysis Delivery
 Best practices Manager
 Future work
 Staffing
Weekly
Operations Manager  Project Status Delivery Manager
 Task/Ticket status
Technical Staff  Issue Resolution Technical Lead/Staff
 Reviews

Multi-layered Communication Involving All Stakeholders

Right Tracking - Metrics, SLA Compliance
Questions and Answers

Path Infotech Ltd

We Truly Deliver Your Business Vision

 Available
IT Service Delivery Model Legend New / Strengthen

End Business SLAs

Business Groups / IT Users
Customers
Service Requirements SLAs BRM Dashboard
Service Catalog
Core IT Groups Solution Service
Delivery Delivery
SMO / PMO

IT Governance
Service Desk Functional Support
BAU
QAG/ Projects Services Support Processes

IT Management
Metrics Transition
• ERP Incident Mgmt
• Acquisition Management
• LMS Service Request
• Implementation
• Atlas Change Mgmt
• Development
Architecture • Planet Problem Mgmt (RCA),
BPM, BI, KM ….. Monitoring, Config,
Build, Test, Release
BPM, BI, KM
Security
OLAs Availability,
Performance
SOX / Infra Hardware, Software, Networks, Telephony
Compliance Structure Data Center, BCP / DRP

Underpinning
Vendors OEMs 3rd Parties
Contracts

16
Transform the Delivery Model to the Next Level
Program Management Tools

Continuous Monitoring of Metrics, Communication & Customer Pulse

Are the issues being resolved? CTQs Missed? Process Capability? 
Scores

What does the Customer think? VOC Issue / Risk Management System

Program Management with Complete Client Visibility

Delivery Performance - SLA / Metrics

Metric Type Metric Work Description Target

Responsiveness Initial L2 Percentage of tickets Acknowledged within >90%
Response its creation.
P1 (15 minutes), P2 (1 hours)
Performance Resolution L2 Percentage of tickets resolved within its SLA >90%
Rate time.
P1 (4 hours), P2 (6 hours), P3 (<24 Hours)

Availability Availability L2 Application availability* >99%

Performance Schedule L3 Percentage of Tickets (CRs) that are >95%

adherence completed within schedule
Quality Defective Fix L3 Percentage of Tickets that had to be rolled <10%
Rate (%) back as did not work in production or
caused some other failure

* - Application availability dependent upon the availability of infrastructure and environment

List of Key AMS Processes
 Delivery Management Processes
 Knowledge transition (Application support) process
 Communication & review process (SLAs, metrics, status reports, weekly, monthly, quarterly, trends etc.)
 Change management process (for scope, deliverables, schedule, cost, SLA)
 Estimation process (Effort, team size, hardware/software needs etc.)
 Project Issue escalation process
 Risk management process
 Delivery Execution Processes – User / Client facing
 Incident management process
 Problem management process
 Configuration management process (handled by configuration team)
 Release management process (handled by release team)
 Major event announcement / notification process
 Critical production issue escalation process
 Communication process (voice messages, email templates)
 Other support teams involvement process (e.g. Implementation team, Oracle technical Support, Data center support,
Infrastructure team)
 Delivery Execution Processes – Internal Team facing
 SOP, Documentation process
 Deliverables review process (peer reviews)
 24x7 Shifts / Roster process
 Shift Handover / takeover communication process,
 Link / Infrastructure failure handling process
 Timesheet / Effort logging process
 Reports generation process
 Delivery Monitoring Processes
 Reports and Meetings (internal, With onsite, With Application owners, With Support Mgr.)
 Reviews and Audits