Monitoring As a Service

1Copyright © 2016. Infor. All Rights Reserved. www.infor.comInfor Confidential
Monitoring As a Service
Let Infor monitor your software while you run your business

Agenda
Managed
services
Service
Levels
Monitoring
As a Service
Next
steps
Global
Delivery

3Copyright © 2016. Infor. All Rights Reserved. www.infor.comInfor Confidential 3Copyright © 2015. Infor. All Rights Reserved. www.infor.comInfor Confidential
Managed Services

Need for Managed Services defined
In-house Support
No agreed SLA’s for Internal Support
Challenges in recruiting, training and retaining
IT staff
Disparate teams/vendors supporting resulting
in lack of accountability and slower response
times
Redundancy in processes with no innovation
Lack of Root cause analysis and continuous
improvements and optimization
Managed Services Support
SLA based IT support
No challenges recruiting, training or retaining
IT staff
Efficient and single source for all support
Ongoing YOY productivity gains with cost
reductions with maturing processes
Dashboard reporting and root cause analysis
for continuous improvement in it and business
processes

Why Infor ?
Lower,
dependable,
predictable cost
Better service –
single vendor
solution:
Maintenance, support,
services, license
One call for any
problem:
Direct access to Infor R&D
& support
Platform to
support future
business growth
Three models:
Remote, Onsite and Blended
Get support
on latest Infor
product
innovations

Infor CMS vs. other service providers
Infor CMS
Proactive monitoring
Deep original expertise on Infor environment
Reliable and scalable support Infrastructure
Knowledge sharing with State of art Infor Labs
Deep understanding of future of technology and
functionality upgrades
Offers year on year productivity/efficiency gains
Other service providers
• Reactive Service
• Support multiple ERP software
(lack of Infor Specialization)
• Relies on vendor partners for training, updates on
future changes
• Static service YOY levels
• Lack of Innovation

Organization overview
Strategic,
growing, stable,
global
SLA Based –
Service Level
Agreements
Hundreds of dedicated employees around the world
Supplemented by product specialist consultants
2600 customers
Service level managers
Team leads / queue managers
Technical consultants (set up, dba, monitoring, etc.)
Functional consultants (how to, trouble shoot applications)
Programmers–address issues with enhancements or integrations

Organization overview
900+
customers
400+ dedicated
employees
13 main hubs
Americas team
EMEA team
India team
Philippines team
China team
Together we offer support up to 24x7

Delivery center skills
• Average length of service
is 6 years
• 26% employees = 10+ years
• All project managers and
managers are PMP certified
Architects
5%
Tech
Consultants
49%
Func
Consultants
18%
Sys Admin
15%
Managers
6% Project
Managers
3%
Quality
Analyst
4%

10Copyright © 2016. Infor. All Rights Reserved. www.infor.comInfor Confidential 10Copyright © 2015. Infor. All Rights Reserved. www.infor.comInfor Confidential
Monitoring As a Service

Monitoring as a Service
Prevention of
Incidents
24*7
coverage
Proactive
Alerts
SLA driven
processes
Infor
knowledge &
assurance
Global
delivery
model
Proactive
monitoring
and health
checks
Why spend resources trying to correct Technical Incidents when Infor can proactively Monitor ( 24x7)
and help prevent Incidents and System Downtime…………

Typical Monitoring As a Service Process Flow..
Detect
• A service fault is alerted in CMS – Halcyon/ NAGIOS/ Merit ( based on Infor Software to be monitored)
Create
Ticket
• Monitoring Queue Administrator creates a ServiceNow ticket
• Queue Administer routes ticket to appropriate resolution team (DB, SysAdmin or Application)
Commu
nicate
• Tier 2 picks up ServiceNow ticket and creates an IXS ticket to inform SDM/customer of service fault.
• Tier 2 links the IXS to the SN ticket for automatic updates.
Triage
• Tier 2 performs triage, determines a resolution plan, and updates SN ticket (auto update to IXS ticket)
• If Tier 2 cannot determine resolution plan, incident is escalated to Tier 3 (admins outside of GMIR team)
Change
Control
• SDM works with customer to secure change approval and maintenance window
• Customer provides approval in IXS (record of change management)
Executi
on
• Implement proposed change (fix for the service fault)
Verify &
Update
• Update SN / IXS of completion of task, confirm service restoration and perform smoke checks

Monitoring Delivery Skills..
• Established Global Monitoring & Incident Response organization
– Global team, staffed 7x24x365
– 57 associates dedicated to monitoring and T1/T2 resolution
• Adopted industry standard ITIL methodology
– Connecting Incident, Change and Problem Management
• Established continuous improvement cycle
– Feedback loop from Operations and Support to Dev Ops
– Problem Management to address chronic incidents
– RCA process to include specific Corrective Actions with owners and due dates
– Process documentation / knowledge repository
• Improving customer communications
– Developing Reporting / Management Dashboards from all sources for performance reporting and correlation of
customer reported incidents with monitoring data
– Leveraging IXS for customer visibility into monitoring incidents
Monitoring Tool
& Process
Improvements
Monitoring
Incidents
Customer
Reported
Incidents
RCA
Corrective
Actions
Problem
Management

USA Shift Hours (Onsite 8x5 ) GLOBAL Delivery Center Shift Hours ( 24x7)
Global operating model
Gets Alerted by
infor Monitoring
on New Issues
Review all critical
/ interfaces /
escalated issues
Current team Handles
Incidents
Proactive
Handling of
issues
Continuous
Monitoring on
Monitoring Tools
Trigger Alerts
Regular Daily Review Calls
Assign Alerts to
Onshore

Monitoring As A Service Dashboards..

Monitoring As a Service

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