Application Management Service Offerings

Application Management Service Offerings
© This document contains confidential and proprietary information of GSS America. It is furnished for evaluation purposes only. Except with the express prior written permission of GSS America, this document and the information contained herein may not be published, disclosed, or used for any other purpose. | www.gssamerica.com

Agenda
2

GSS Service Offerings in Application Management
Service Enablers
Estimation
Requirements Management.
Build/Release Management
Project Management
Governance Framework
Configuration Management
Quality Management
Metrics/ SLA Management
Training
Knowledge Management
Application Development
MS CRM
Mobile Applications
Custom Application Development
Portals
Value add Services
Outsourcing Analysis
Transition
Service Delivery
Application Maintenance & Support
Application Migration
Database Migration
Reverse Engineering
Service Enablement
Application Transformation
Test Automation
Functional Testing
Regression Testing
Performance Testing
Testing Services
Technologies Supported
IBM Mainframe, JAVA, Microsoft Technologies

Technology Spread - Areas of Competence & capabilities
Legend
Core Development Competence – Our Mainstream Technology Focus
Indicates‘As-is’ Capability
Microsoft Technology Competence
.NET Framework 3.5/ 4.0, WPF, WCF, WWF, Windows Mobile SDK , ATLAS(Ajax) , Silver light 2.0
Indicates
Proposed Capability
Frameworks & Solution Accelerators
J2EE Competence
JDK 1.6, Java EE 6. JSP2.0, Servlets3.x,POJO , ejb3.0, Hibernate 3.0,JSTL,Spring3.0, Struts2.0, DOJO, Flex 3,Adobe AIR , Blaze DS, J2ME,JSF2.0, JSR 168
Mainframe Competence
3rd Party Tools & Technologies
IBM Mainframe, CICS/DB2, AS400
Infragistics GUI, Skelta WF, Amberpoint, Pega Rules, Axis 2.0
Application oriented Technologies – Our extended Technology focus
Portal Technology
Mobile Platforms / APIS
MOSS 2007, DotnetNuke, Liferay5.x IBM ,WebSphere Portal Server V 6.x, Jboss Portal 2.x
Win Mobile 6.5, Andriod, RIM API
Engineering & Life-cycle Tools
Middleware Technologies
BI Analytics
Technology Governance Framework
IBM MQ Series, Ms Biztalk 09, Mule ESB, Tibco Business Works, Tibco I Process, IBM Web Sphere Process Server v 6.x, IBM Web Sphere Message Broker V 6.x , MSMQ
Cognos, Weka, Business Objects, Jasper, Pentaho
SaaS & Cloud APIs
Amazon EC2, Memcache, Hadoop Mapreduce, Google Apps & GWT, Ms-Azure, Akamai, force.com
Server Stack Competencies
Webservers
IBM WAS 7.x , IIS 7, Oracle WebLogic AS , Tomcat 6.x, Apache, Jboss 4.x
Arch. Standards & Design guidelines
Databases
Oracle, SQL Server, My-SQL, DB2
OS
Linux, Windows Server 2008, Mainframe
4

Application Development Services
Legacy Applications
Web Applications
Client Server
Desktop
Web Services
Reporting
Integration
Custom Developed
Collaboration
Content Management
Windows Mobile
IPhone
Bluetooth
GPRS
GSM
3G
SMS
MMS

Application Maintenance Services
Bug Fixes
Minor and Major Enhancement
Performance Monitoring and Tuning
Database Support & Maintenance
Configuration & Release Management
Applications Deployment
Backup and Restore
User & Technical Documentation
L0 - Help Desk
L1 – Application Support

Application Transformation Services
Power Builder to .NET or J2EE
ASP to ASP.NET
Visual Basic to .NET
FoxPro to .NET
COBOL to .NET or J2EE
Access to SQL Server
SQL Server to Oracle
DB2 to SQL Server or Oracle
File Based System to DB2
File Based System to SQL Server
Reverse Engineering
Service Enablement

Value Added Services
Some of the Key Value Added Services include
Application Documentation
Application Productivity Improvements
Application Performance Tuning
8
8

Transition

Transition Framework
Current Services
By Customer / Incumbent Support Team
Customer Support Team
GSS America Team
Onsite
Offshore
Due Diligence
Due Diligence and Initiation
Transition Planning
Ramp-up
GSS America Onsite/Offshore Resources
Establish Customized KT Process
KT Kick off
Infrastructure
Set up
KT Techniques
Self Study
Classroom and Discussion
Joint Workshops
KT & Shadow Support
Knowledge
Transfer
Acquire Knowledge
Business
Process
Technical
Review & Refine Processes
Shadow Support
Stage 1
Discuss Tickets,
Understand Applications,
KT to offshore
Stage 2
Fix Low Criticality Problems,
Interact with Client users, Involve offshore in tickets/problems
Stage 3
Fix all defect types, Discuss solutions with incumbent team
Steady State &
Optimizing
Stabilization
Deliver Support Services from Offshore
Cut Over Activities
Continuous Improvement
10

Due Diligence Assessment Parameters
Help Desk
Problem Management
Release Management
Change Management
Support Locations
Service Level Metrics
Development process
QA process
KM practices
Service Windows
Current Service Levels and Service History
Information Security / Business Continuity / Disaster Recovery
Application Size
Complexity
Criticality
Volatility
Technology / Resource / Skill
Documentation
Test suites
Interfaces
Standards and Guidelines
Network and Special H/W, S/W requirements
Development backlog
Assessment Parameters
Application
Characteristics
Service
Characteristics
Organization
Characteristics
Due Diligence Deliverables
Due Diligence Report : This covers Scope definition, Assessment of current application state, Current service metrics and key performance indicators, Current problem areas and Offshorability Analysis Report
Transition Plan: This covers Transition Approach, Transition Plan/Timelines, Risk assessment and critical success factors
Organization Structure
Current Staffing
Business Nature
Security and Controls
Interface with other groups
Governance Needs
Reporting / Communication guidelines
Escalation Process
11

Knowledge Transfer Process
Explicit knowledge
Documentation study
Hands-on
Tacit Knowledge
Workshops
Requires greater people-to-people interaction
Technical
Functional
Tech
Mentoring
Tacit
Job
Classroom Training
Classroom session
Functional Workshops
Remote Cross Training
Tech Familiarization
Knowledge Repository
Shared between Onsite & Offshore teams
Understanding documents
Reviewed by Customer
Offshore knowledge transfer
Train-the-trainer
Recorded sessions
Business Process
Interviews
Problem Log Analysis
Doc. Collection & Review
Business Rules
Explicit
12

Service Delivery

Application Development Framework

Agile Framework

Estimation Models
Legend:Ö- ApplicableX - Not-Applicable

Typical Team Structure
Customer Resources
GSS Resources
GSS Investment
Contract Requirements
Project Sponsor
Account Manager
Escalation
Delivery
Manager
Project Manager
Requirements/Signoff
Escalation
Project Team
Project Manager *
Deliverables/Status Reports
Team Members
Team Members
Team Members
* Shared Resource

Governance Model
Escalation
Steering Committee
GSS Executives
Customer Executives
Meeting : Once a Quarter
Programme Direction
Review adherence to SLA’s
Review performance on key metrics
Set targets for ODC growth
Program Management
Meeting : Once a Month
SLA Adherence
Onsite Offshore Ratio / Offshore Leverage
Budgeted Vs Actual cost of project delivery
Utilization of budgeted resources
On time Delivery
Retention of the resources
Attrition in the project
Network Availability
Customer Delight Index
Customer Program Manager
GSS Delivery Head
GSS Program Manager
Project Management
Customer Project Manager
Project Manager
Project Lead
Meeting : Once a Week
Project Status & Tracking, SLA and Metric
Tracking Operation Issues, Delivery
Coordination Issue Consolidation and
Tracking Risk Management,
Change Management
18

Configuration, Change & Release Management
Configuration Management
Change Management
Release Management
Agree on prioritization of request for Change
Planning
Release Policy
Prepare schedule for building and implementation
Release Planning
Identification
Approval
Rollback Planning
Control
Prepare integrated plan for build, test and release (including back out plans in case of failure to implement in production
Release Acceptance
Status Accounting
Release Build and Configure
Building, testing and implementation
Audit
Change Review
Communication Preparation
Implementation back out plan
Is successfully implemented
NO
GSS America
Distribution, Installation and Training
Customer
Yes
Update the knowledge database and user. Close the request
GSS + Customer

Managed Services
Strategic
Tactical
Project outsourcing
Operational
Staff Augmentation
Engagement Models

Flexible Pricing Models
Fixed Price
Features
Price is a fixed amount
Present periodic increments
May include performance based penalties and incentives
Best Use
Need to control cost and obtain predicable pricing
Well-defined scope of work
Stable requirements
Measurable success criteria
Risk
client: Low/Medium
Service provider:
High(but higher for all if baseline of services changes a lot!)
Time & Material (T&M)
Output Based
Features:
Price based on the supplied resources, charge of materials and other costs incurred such as travel costs.
Features
Pricing for services units or transactions, which is based on output or consumption, such as the number of users, workload volume, device counts, transactions or incidents
Best Use
Good estimate on number of resources
Easy/Quick resource availability
Client want visibility into resources
Risk
client: Medium/High
Service provider: Low
Best Use
Accurate baselines with well defined, stable requirements
Fluctuations in output or consumption
Well-defined service levels
Risk
Client: Low
Service provider:
Medium

Case Studies

Thank You
© This document contains confidential and proprietary information of GSS America. It is furnished for evaluation purposes only. Except with the express prior written permission of GSS America, this document and the information contained herein may not be published, disclosed, or used for any other purpose. | www.gssamerica.com

Application Management Service Offerings

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