IT Operations and Maintenance

© Baryons Software Solutions Pvt Ltd.1
Execution, Operation and Maintenance of Large Programs
A Baryons Approach Paper

Execution Approach

Client/OnsiteOffshore
 Deploy the relationship management structure
 Identify interfaces and communication
mechanisms
 Identify stakeholders and conduct stakeholder
Interviews to understand needs
 Identify drivers for the engagement
 Discuss and agree on scope and detailed
staffing-plan
 Conduct an As-is business process study
Scoping and Planning Ramp-up Steady State
 Staff core team/coordinators at Onsite
 Identify client teams that need to be augmented
 Identify client side SMEs that would help the core
team to scale their knowledge. Gather knowledge
through interaction and Knowledge Transfer
sessions with client SMEs
 Identify core team members as coordinators for
small remote units at offshore
 Create a reporting plan in consultation with client
 Understand products/work items/current processes
 Setup the PMO with a Project Manager responsible
for engagement execution
 Staff a scalable augmenting team at offshore with
relevant skill sets
 Bring the augmenting team up to speed through
Knowledge Transfer sessions and handholding from
the onsite team
 Create a reporting plan at offshore to augment the
plan at onsite
 Coordinate the allocation of work to the remote team at
offshore in consultation with the client team
 Keep client side stakeholders informed of the status of
the work items assigned to the remote team
 Clarify and answer the remote team’s doubts and
questions
 Review and Commit documents and code to client’s
repositories
 Take ownership of all designs and code developed by
the remote team at offshore
 Independently work on assigned items
 Conduct design and build activities at local sandbox
 Deliver designs and code to onsite team for review and
finalization, and commitment to client’s repository
 Collect and analyze metrics, identify and remove
bottlenecks, measure and improve productivity
 Build a documented knowledge base on client’s
business and products for sharing with the client and to
be of use in inducting new team members
 Plan for, and execute, any changes to team
composition and size over time
 Plan and provide for service continuity
 Finalize Roles and Team Structures for specific
tasks
 Develop Roadmap
 Identify Milestones
 Identify Core Team members
 Identify Workarounds, Process Changes and
Customizations
Program Execution Approach - Overview of Activities

Program Stakeholders – Phase Wise
Software
Requirements
Design Build
Integration &
System Testing
UAT
Operations &
Maintenance
Business Process
Reengineering
Process
Rollout
Application
Rollout
Training
Rollout
Implementation Team
Nominated Point of
Contact
Representative User
Group
Process Owners
BPR Consultants
Implementation Team
Nominated Point of
Contact
Representative User
Group
Nominated Application
Owners
Implementation Team
BPR Consultants
Implementation Team
Trainers
Implementation Team
Implementation Team
Support Team
Nominated Point of
Contact
Owners
Representative User
Group
Owners
Nominated Point of
Contact
Owners
Nominated Point of
Contact
BPR Consultants
Implementation Team
Owners
Nominated Point of
Contact
Nominated Users for
Classroom Training
All Users for Online
Training
Owners
Nominated Point of
Contact
Process OwnersSupport Team
Support TeamMaintenance Team
Customer Stakeholders
Baryons Stakeholders
Legend:

Track 3: Project Execution – Maintenance of Existing Systems
Program Execution Approach – Multi-tracking
Track 0: Program and Product Management
Track 1: Project Execution – Design and Development of New Systems
Project Planning Staffing Co-ordination Status Reporting Product Planning
Transition Planning for each Program Knowledge Transfer and Transition Steady State Maintenance
Design Build DeployTest
Bug Fixes Enhancements Release Management
Track 2: Project Execution – Maintenance of Completed Systems
Track 4: Project Execution – Support
Troubleshooting Usage consulting Technical Support
Execute
Multiple
Projects
Achieve
Program
Objectives
Deliver
Support &
Maintenance

Project Approach - Phases
Planning,
Requirements
& High Level
Design
Detailed
Design
Build
Integration
& System
Testing
Acceptance
Testing
Maintenance
Key Activities
Development
Activities
 System
Requirements
Specifications
Document
 High Level Design
Document
 Detailed Design
Document
 Updated High Level
Design
 Acceptance Criteria
 Prototype
development
 Develop the core
system
 Fixing of all
defects
 Unit Testing
 Bug Fixing  Bug fixing
 Bug fixes for any
defects found in
the field
Testing
Activities
 Test bed setup
 Testing of
intermediate
releases
 Create test cases
for integration &
system testing
 Requirements
Testability review
 Testing Strategy
 Test analysis &
design
 Functional Test
planning & scripting
 Non-functional Test
planning
 Unit test planning
 IT test planning
 Integration and
System Testing
of all the
developed
modules
 Review of all
test results
 User Acceptance
testing by
customer
 Bug Verification
PMO
 Project Plan
 Staffing plan
 Update Project
Plan and
Schedule
 Track Progress
 Track Progress
 Issue Resolution
 Reporting

Requirements and HLD Phase:
 Detailed project plan for the duration of the engagement (includes
Change Management plan, Risk and Mitigation plan, and the revised
set of timelines, deliverables, activities and effort estimation for the rest
of the project)
 Requirements specification document
 High Level Design
 Staffing plan
Baryons Deliverables
Activities
 Understanding of the current systems
 Scope the requirements for the Student Information system
 Create a High Level Design for the Student Information System
 Create a High Level Project Plan for the project
 Establish a mutually acceptable requirements change management
process.
 Establish a mutually acceptable issue tracking and escalation process
 Establish a mutually acceptable signoff procedures on deliverables
 Create a risk management and mitigation plan
 Identify a single point of contact to work with Baryons program manager
to track project progress and facilitate interactions with client team.
 Review and validate the updated project plans, staffing plan, estimates,
SRS, HLD and Lab infrastructure setup
Client Responsibility
 Signed off contract between Baryons and Client
Entry Criteria
Exit Criteria
Signed-off
 Project Plan
 Staffing plan
 System Requirements Specifications Document
 High Level Design Document
 Offshore lab setup document
Planning,
Requirements &
High Level
Design
Detailed Design Build
Integration &
System Testing
Acceptance
Testing
Maintenance

Detailed Design Phase:
 Detailed Design Document
 Updated High Level Design
 Updated Project Plan and Schedule
 Defined Acceptance Criteria
Activities
 Prepare the Detailed Design for the complete functionality
 Validate the design document with the client
 Update project plan & high level design document as per the results on
this phase
 Build prototypes to verify design
 Design test scenarios, test cases for system & integration testing and
acceptance criteria
 Ensure availability of architects and engineers for any clarifications
 Review and validate the documents generated in this phase
 Track project progress
 Resolve Issue, if any
Signed-off
 Project Plan
 System Requirements Specifications Document
 High Level Design Document
 Offshore lab setup document
Entry Criteria
Exit Criteria
Signed-off
 Detailed Design Document
 Updated High Level Design
 Updated Project Plan and Schedule
 Acceptance Criteria
Planning,
Requirements &
High Level
Design
Integration &
System Testing
Acceptance
Testing
Maintenance

Build Phase:
 Unit Tested source code
 Updated Design Documents
Activities
 Develop the core system
 Develop all scoped inbound and outbound interfaces
 Testing of all the developed modules
 Fixing of all defects found until the number of defects have reduced to
the acceptable level as described in the acceptance criteria
 Create test cases for integration & system testing
 Review and sign-off deliverables of this phase
 Provide access to test labs and equipments as required
Signed-off deliverables from the Detailed Design Phase
Entry Criteria
Exit Criteria
Delivery of unit tested source code
Planning,
Requirements &
High Level
Design
Integration &
System Testing
Acceptance
Testing
Maintenance

Integration and System Test Phase:
 Integrated and System tested source code
 Updated Design Documents
Activities
 Integration and System Testing of all the developed modules
 Fixing of all defects found until the number of defects have reduced to
the acceptable level as described in the acceptance criteria
 Provide access to test labs and equipments as required
Signed-off deliverables from the Build Phase
Entry Criteria
Exit Criteria
Delivery of integrated and system tested source code
Planning,
Requirements &
High Level
Design
Integration &
System Testing
Acceptance
Testing
Maintenance

Acceptance Phase:
 Source code and executables with the bug fixes
 User Acceptance test results and acceptance sign-off
Activities
 User Acceptance testing by client
 Bug fixes for any defects found in the acceptance testing.
 Conduct acceptance testing of the delivered source code
Delivery of tested and integrated source code
Entry Criteria
Exit Criteria
 Customer acceptance of the solution in line with the agreed upon
acceptance criteria
Planning,
Requirements &
High Level
Design
Integration &
System Testing
Acceptance
Testing
Maintenance

Maintenance Phase:
 Source code and executables with the bug fixes/enhancements
 Documents for enhancements
Activities
 Bug fixes for any defects found in the field and by customer’s QA
team
 Enhancements as per customer’s requests
 Provide details of the bugs reported
 Access to bug tracking system
 Review the status reports
Acceptance of the delivered solution
Entry Criteria
Exit Criteria
 None as it is an ongoing activity
Planning,
Requirements &
High Level
Design
Integration &
System Testing
Acceptance
Testing
Maintenance

Project Approach – Governance
Customer Baryons OffshoreBaryons Onsite
EscalationPath
Tier 3 -Project
Level
Tier 2 -Program
Level
Tier 1 - Account
level
• Daily communication – face to face meeting, emails, teleconference
• Weekly Status Report
• Deliverable Review
• Weekly report highlighting performance of various projects on Changes, Cost, Schedule, Risk
and Effort
• Program Dashboard
• Quarterly Business Review by senior executives
• Monthly report highlighting overall status
DOTC Core Team
Onsite
Coordinator
Project
Team
Delivery Manager
Engagement
Manager
Project Directors
/ Managers
Program Head
Executive Sponsor
(Head of Department)
Tier 1
Tier 2
Tier 3
Project Manager
Project
Manager
Project
Team
Project
Manager
Project 1 Project 2 ….

Change Management

Change Control
Analyzed by
Implementation
Team
Change Identified
During Systems
Implementation
Change Identified
During Operations
& Maintenance
Analyzed by
Support Team
Change Control Board
Co-Chaired by Nominees of
Customer &
Solutions Provider
Solutions Provider’s
Process Lead
Customer’s
Process Leader
Solution Provider’s
Technology Lead
Customer’s
Technology Lead
Other nominated
members
Impact Analysis &
Re-planning
Change Authorization
Change Approval
Notification
To Appropriate
Teams
Change
Implemented or
Planned for future

Project Approach: Execution Structure

UAT and Rollout Approach
UAT
Process
Rollout
Application
Rollout
Training
Rollout
Acceptance Test Plan and
Cases Provided by Solutions
Provider
Representative User Group
Tests the applications and
points out issues
Solutions Provider provides
clarifications and bug fixes
required for acceptance
Train Representative User
Groups on process changes, if
any
Process rollout/training goes
hand in hand with
applications rollout/training
Pilot the accepted application
for a duration of 1 week.
Roll out to increasing number
of locations every week.
Centralized architecture
makes it easier to rollout to
new locations as staff gets
trained
Conduct classroom sessions
for the Representative User
Group or nominated Users
drawn from multiple
locations.
Make Online and self paced
training available for 100% of
staff
Solution Provider’s support
team available to resolve
usage queries during rollout

Operations and Maintenance Approach

Level 0
Support and Maintenance Structure
Business
Process Owners
Business
Users
QueriesProblems
Level 1
IncidentsIssues
Self Study
FAQs
Online Help
24/7
Help Desk
Document
Incidents
Scripted
Issue
Resolution
Coordinate
Resolutions
Incidents
to
Level 2
IncidentsIssuesMinorEnhancements
Level 2
Triage
• Business Process
• Application
• Network
• Storage
• Bug/Enhancement
SLA
Adherence
Application Support
• Prioritization
• Problem Mgmt
• Project Mgmt
• Release Mgmt
• Critical Updates
•Infrastructure Support
• Network
• Data Center
• Desktop
• Storage
• Other Hardware
•Vendor Issues
• 3rd Party Software
• 3rd Party Services
• Infrastructure
Level 3
Business Operations
• Process
• Data
• Security
• Learning
• Knowledge Mgmt
Application Maintenance
• Programming
• Configuration
• Technical Support
• Documentation
• Technical Environment
Management
Business/Process
Issues
Fixes
Enhancements
Project Work
Escalated
Infrastructure
Issues
•Infrastructure
•Maintenance
• Repair
• Replacements
• Onsite Support
Escalated Vendor
Issues
•Software/Hardware
•Vendors
• Escalated Issue
• Resolution
Major Enhancements/Projects
Onsite + Offshore Onsite + Offshore Offshore
ChangeControlBoard

Levels of Support and Escalation
 Level I
• First contact with user/customer
• Limited scope (common problems)
• Limited time
 If not resolved within specified time, documents information and escalates to next level
 Level II
• Receives problems from Level I
• Handles more complex problem requiring greater expertise.
 Level III
• Handles non-standard issues

Help Desk
Level 0
Applications Users
Self Study FAQs Online Help
Search for Resolutions
Level 1
On Call Resolution Call Center
Support Ticketing
System
Support Personnel
Log Incident Directly Log Incident
and Assign
Resolve Usage
Queries
Ticket Analysis
and Resolution
PostingLevel 2/3 L2/L3 Assignment
And Resolution
Ticket Resolution
Ticket Resolution
Interact with User to
understand incident
Collect incident data
Remote Desktop to
identify incident
Collect information
and reassign to L2
Resolve usage queries
and common
problems

Maintenance
Incident
Analysis
Incident Logged
Defect?
Triage
Update ResolutionNo
Yes
Resolution to
Customer
Assign to
Responsible Team
Replicate Bug
Assign to
Developer
QA Server
Staging Server
Bug Fix
Bug Fix Review
Move to QA Server
for
pre-staging test
Move to
Staging Server
For pre-production
test
Production Server
Move to
Production Server

Scope of Activities
 Applications Support and Maintenance
• 24/7 Helpdesk with phone and email support
• Both remote and onsite support
• Software patch updates, upgrades etc
 Application Monitoring
• Health monitoring
• Capacity monitoring
• Preventive Maintenance
 Backup and Recovery
• Regular Data Backups
• Data Retrieval when required
 Infrastructure Support
• Network, servers and desktops support, repair and replacement
• Coordination with 3rd Party vendors
 Metrics and SLA Tracking
• Record support and maintenance metrics
• Track adherence to SLA
 Process Governance
• O&M process governance for Applications
• Periodic reporting
• Participation in client reviews

Thank You
For additional Information please contact:
business@baryonssoftsolutions.com

IT Operations and Maintenance

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