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Application Management Services
Application Management Services
Application Management Services
Application Management Services
Application Management Services
Application Management Services
Application Management Services
Application Management Services
Application Management Services
Application Management Services
Application Management Services
Application Management Services
Application Management Services
Application Management Services
Application Management Services
Application Management Services
Application Management Services
Application Management Services
Application Management Services
Application Management Services
Application Management Services
Application Management Services
Application Management Services
Application Management Services
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Application Management Services

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Application Management Services

Application Management Services

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  • 1. Application Management Service Offerings<br />© 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Except with the express prior written permission of GSS America, this document and the information contained herein may not be published, disclosed, or used for any other purpose.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<br />
  • 2. Agenda<br />2<br />
  • 3. GSS Service Offerings in Application Management<br />Service Enablers<br />Estimation<br />Requirements Management.<br />Build/Release Management<br />Project Management<br />Governance Framework<br />Configuration Management<br />Quality Management<br />Metrics/ SLA Management<br />Training<br />Knowledge Management<br />Application Development<br />MS CRM<br />Mobile Applications<br />Custom Application Development<br />Portals<br />Value add Services<br />Outsourcing Analysis<br />Transition<br />Service Delivery<br />Application Maintenance &amp; Support<br />Application Migration<br />Database Migration<br />Reverse Engineering<br />Service Enablement<br />Application Transformation<br />Test Automation<br />Functional Testing<br />Regression Testing<br />Performance Testing<br />Testing Services<br />Technologies Supported<br />IBM Mainframe, JAVA, Microsoft Technologies<br />
  • 4. Technology Spread - Areas of Competence &amp; capabilities <br />Legend<br />Core Development Competence – Our Mainstream Technology Focus<br />Indicates‘As-is’ Capability<br />Microsoft Technology Competence<br />.NET Framework 3.5/ 4.0, WPF, WCF, WWF, Windows Mobile SDK , ATLAS(Ajax) , Silver light 2.0<br />Indicates<br />Proposed Capability<br />Frameworks &amp; Solution Accelerators<br />J2EE Competence<br />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<br />Mainframe Competence<br />3rd Party Tools &amp; Technologies<br />IBM Mainframe, CICS/DB2, AS400<br />Infragistics GUI, Skelta WF, Amberpoint, Pega Rules, Axis 2.0<br />Application oriented Technologies – Our extended Technology focus<br />Portal Technology<br />Mobile Platforms / APIS<br />MOSS 2007, DotnetNuke, Liferay5.x IBM ,WebSphere Portal Server V 6.x, Jboss Portal 2.x<br />Win Mobile 6.5, Andriod, RIM API<br />Engineering &amp; Life-cycle Tools<br />Middleware Technologies<br />BI Analytics<br />Technology Governance Framework<br />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<br />Cognos, Weka, Business Objects, Jasper, Pentaho<br />SaaS &amp; Cloud APIs<br />Amazon EC2, Memcache, Hadoop Mapreduce, Google Apps &amp; GWT, Ms-Azure, Akamai, force.com<br />Server Stack Competencies<br />Webservers<br />IBM WAS 7.x , IIS 7, Oracle WebLogic AS , Tomcat 6.x, Apache, Jboss 4.x<br />Arch. Standards &amp; Design guidelines<br />Databases<br />Oracle, SQL Server, My-SQL, DB2<br />OS<br />Linux, Windows Server 2008, Mainframe<br />4<br />
  • 5. Application Development Services<br /><ul><li>Legacy Applications
  • 6. Web Applications
  • 7. Client Server
  • 8. Desktop
  • 9. Web Services
  • 10. Reporting
  • 11. Integration
  • 12. Custom Developed
  • 13. Collaboration
  • 14. Content Management
  • 15. Windows Mobile
  • 16. IPhone
  • 17. Bluetooth
  • 18. GPRS
  • 19. GSM
  • 20. 3G
  • 21. SMS
  • 22. MMS</li></li></ul><li>Application Maintenance Services<br /><ul><li>Bug Fixes
  • 23. Minor and Major Enhancement
  • 24. Performance Monitoring and Tuning
  • 25. Database Support &amp; Maintenance
  • 26. Configuration &amp; Release Management
  • 27. Applications Deployment
  • 28. Backup and Restore
  • 29. User &amp; Technical Documentation
  • 30. L0 - Help Desk
  • 31. L1 – Application Support</li></li></ul><li>Application Transformation Services<br /><ul><li>Power Builder to .NET or J2EE
  • 32. ASP to ASP.NET
  • 33. Visual Basic to .NET
  • 34. FoxPro to .NET
  • 35. COBOL to .NET or J2EE
  • 36. Access to SQL Server
  • 37. SQL Server to Oracle
  • 38. DB2 to SQL Server or Oracle
  • 39. File Based System to DB2
  • 40. File Based System to SQL Server
  • 41. Reverse Engineering
  • 42. Service Enablement</li></li></ul><li>Value Added Services<br />Some of the Key Value Added Services include<br />Application Documentation<br />Application Productivity Improvements<br />Application Performance Tuning <br />8<br />8<br />
  • 43. Transition<br />
  • 44. Transition Framework<br />Current Services<br />By Customer / Incumbent Support Team<br />Customer Support Team<br />GSS America Team<br />Onsite<br />Offshore<br />Due Diligence<br />Due Diligence and Initiation<br />Transition Planning<br />Ramp-up <br />GSS America Onsite/Offshore Resources<br />Establish Customized KT Process<br />KT Kick off<br />Infrastructure <br />Set up<br />KT Techniques <br /><ul><li>Self Study
  • 45. Classroom and Discussion
  • 46. Joint Workshops</li></ul>KT &amp; Shadow Support<br />Knowledge <br />Transfer<br />Acquire Knowledge <br /><ul><li>Business
  • 47. Process
  • 48. Technical</li></ul>Review &amp; Refine Processes<br />Shadow Support<br />Stage 1<br /><ul><li>Discuss Tickets,
  • 49. Understand Applications,
  • 50. KT to offshore</li></ul>Stage 2<br /><ul><li>Fix Low Criticality Problems,
  • 51. Interact with Client users, Involve offshore in tickets/problems</li></ul>Stage 3<br /><ul><li>Fix all defect types, Discuss solutions with incumbent team</li></ul>Steady State &amp; <br />Optimizing<br />Stabilization<br />Deliver Support Services from Offshore<br />Cut Over Activities<br />Continuous Improvement<br />10<br />
  • 52. Due Diligence Assessment Parameters<br /><ul><li>Help Desk
  • 53. Problem Management
  • 54. Release Management
  • 55. Change Management
  • 56. Support Locations
  • 57. Service Level Metrics
  • 58. Development process
  • 59. QA process
  • 60. KM practices
  • 61. Service Windows
  • 62. Current Service Levels and Service History
  • 63. Information Security / Business Continuity / Disaster Recovery
  • 64. Application Size
  • 65. Complexity
  • 66. Criticality
  • 67. Volatility
  • 68. Technology / Resource / Skill
  • 69. Documentation
  • 70. Test suites
  • 71. Interfaces
  • 72. Standards and Guidelines
  • 73. Network and Special H/W, S/W requirements
  • 74. Development backlog</li></ul>Assessment Parameters<br />Application<br />Characteristics<br />Service<br />Characteristics<br />Organization<br />Characteristics<br />Due Diligence Deliverables<br />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<br />Transition Plan: This covers Transition Approach, Transition Plan/Timelines, Risk assessment and critical success factors<br /><ul><li>Organization Structure
  • 75. Current Staffing
  • 76. Business Nature
  • 77. Security and Controls
  • 78. Interface with other groups
  • 79. Governance Needs
  • 80. Reporting / Communication guidelines
  • 81. Escalation Process</li></ul>11<br />
  • 82. Knowledge Transfer Process<br /><ul><li>Explicit knowledge
  • 83. Documentation study
  • 84. Hands-on
  • 85. Tacit Knowledge
  • 86. Workshops
  • 87. Requires greater people-to-people interaction</li></ul>Technical<br />Functional<br />Tech<br />Mentoring<br />Tacit<br />Job<br />Classroom Training<br />Classroom session<br />Functional Workshops<br />Remote Cross Training<br />Tech Familiarization<br /><ul><li>Knowledge Repository
  • 88. Shared between Onsite &amp; Offshore teams
  • 89. Understanding documents
  • 90. Reviewed by Customer
  • 91. Offshore knowledge transfer
  • 92. Train-the-trainer
  • 93. Recorded sessions</li></ul>Business Process<br />Interviews<br />Problem Log Analysis<br />Doc. Collection &amp; Review<br />Business Rules<br />Explicit<br />12<br />
  • 94. Service Delivery<br />
  • 95. Application Development Framework<br />
  • 96. Agile Framework<br />
  • 97. Estimation Models<br />Legend:Ö- ApplicableX - Not-Applicable<br />
  • 98. Typical Team Structure<br />Customer Resources<br />GSS Resources<br />GSS Investment<br />Contract Requirements<br />Project Sponsor<br />Account Manager<br />Escalation<br />Delivery <br />Manager<br />Project Manager<br />Requirements/Signoff<br />Escalation<br />Project Team<br />Project Manager *<br />Deliverables/Status Reports<br />Team Members<br />Team Members<br />Team Members<br />* Shared Resource<br />
  • 99. Governance Model<br />Escalation<br />Steering Committee<br />GSS Executives<br />Customer Executives<br />Meeting : Once a Quarter<br />Programme Direction<br />Review adherence to SLA’s<br />Review performance on key metrics<br />Set targets for ODC growth<br />Program Management<br />Meeting : Once a Month<br />SLA Adherence<br />Onsite Offshore Ratio / Offshore Leverage<br />Budgeted Vs Actual cost of project delivery<br />Utilization of budgeted resources<br />On time Delivery<br />Retention of the resources <br />Attrition in the project<br />Network Availability<br />Customer Delight Index<br />Customer Program Manager<br />GSS Delivery Head<br />GSS Program Manager<br />Project Management<br />Customer Project Manager<br />Project Manager<br />Project Lead<br />Meeting : Once a Week<br />Project Status &amp; Tracking, SLA and Metric<br />Tracking Operation Issues, Delivery<br />Coordination Issue Consolidation and<br />Tracking Risk Management, <br />Change Management<br />18<br />
  • 100. Configuration, Change &amp; Release Management<br />Configuration Management<br />Change Management<br />Release Management<br />Agree on prioritization of request for Change<br />Planning<br />Release Policy<br />Prepare schedule for building and implementation<br />Release Planning<br />Identification<br />Approval<br />Rollback Planning<br />Control<br />Prepare integrated plan for build, test and release (including back out plans in case of failure to implement in production<br />Release Acceptance<br />Status Accounting<br />Release Build and Configure<br />Building, testing and implementation<br />Audit<br />Change Review<br />Communication Preparation<br />Implementation back out plan<br />Is successfully implemented<br />NO<br />GSS America<br />Distribution, Installation and Training<br />Customer<br />Yes<br />Update the knowledge database and user. Close the request<br />GSS + Customer<br />
  • 101. Managed Services<br />Strategic<br />Tactical<br />Project outsourcing<br />Operational<br />Staff Augmentation<br />Engagement Models<br />
  • 102. Flexible Pricing Models<br />Fixed Price<br />Features<br /><ul><li> Price is a fixed amount
  • 103. Present periodic increments
  • 104. May include performance based penalties and incentives</li></ul>Best Use<br /><ul><li>Need to control cost and obtain predicable pricing
  • 105. Well-defined scope of work
  • 106. Stable requirements
  • 107. Measurable success criteria</li></ul>Risk<br /><ul><li>client: Low/Medium
  • 108. Service provider: </li></ul>High(but higher for all if baseline of services changes a lot!)<br />Time &amp; Material (T&amp;M)<br />Output Based<br />Features:<br />Price based on the supplied resources, charge of materials and other costs incurred such as travel costs.<br />Features<br />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<br />Best Use<br /><ul><li>Good estimate on number of resources
  • 109. Easy/Quick resource availability
  • 110. Client want visibility into resources</li></ul>Risk<br /><ul><li>client: Medium/High
  • 111. Service provider: Low</li></ul>Best Use<br /><ul><li>Accurate baselines with well defined, stable requirements
  • 112. Fluctuations in output or consumption
  • 113. Well-defined service levels</li></ul>Risk<br /><ul><li>Client: Low
  • 114. Service provider: </li></ul>Medium<br />
  • 115. Case Studies<br />
  • 116. Q &amp; A<br />
  • 117. Thank You<br />© 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<br />

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