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IT Operations and Maintenance
1.
© Baryons Software
Solutions Pvt Ltd.1 Execution, Operation and Maintenance of Large Programs A Baryons Approach Paper
2.
© Baryons Software
Solutions Pvt Ltd.2 Execution Approach
3.
© Baryons Software
Solutions Pvt Ltd.3 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
4.
© Baryons Software
Solutions Pvt Ltd.4 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 Nominated Application Owners Representative User Group Nominated Application Owners Nominated Point of Contact Nominated Application Owners Nominated Point of Contact BPR Consultants Implementation Team Nominated Application Owners Nominated Point of Contact Nominated Users for Classroom Training All Users for Online Training Nominated Application Owners Nominated Point of Contact Process OwnersSupport Team Support TeamMaintenance Team Customer Stakeholders Baryons Stakeholders Legend:
5.
© Baryons Software
Solutions Pvt Ltd.5 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
6.
© Baryons Software
Solutions Pvt Ltd.6 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
7.
© Baryons Software
Solutions Pvt Ltd.7 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
8.
© Baryons Software
Solutions Pvt Ltd.8 Detailed Design Phase: Detailed Design Document Updated High Level Design Updated Project Plan and Schedule Defined Acceptance Criteria Baryons Deliverables 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 Client Responsibility 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 Detailed Design Build Integration & System Testing Acceptance Testing Maintenance
9.
© Baryons Software
Solutions Pvt Ltd.9 Build Phase: Unit Tested source code Updated Design Documents Baryons Deliverables 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 Ensure availability of architects and engineers for any clarifications Review and sign-off deliverables of this phase Track project progress Provide access to test labs and equipments as required Client Responsibility Signed-off deliverables from the Detailed Design Phase Entry Criteria Exit Criteria Delivery of unit tested source code Planning, Requirements & High Level Design Detailed Design Build Integration & System Testing Acceptance Testing Maintenance
10.
© Baryons Software
Solutions Pvt Ltd.10 Integration and System Test Phase: Integrated and System tested source code Updated Design Documents Baryons Deliverables 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 Ensure availability of architects and engineers for any clarifications Review and sign-off deliverables of this phase Track project progress Provide access to test labs and equipments as required Client Responsibility Signed-off deliverables from the Build Phase Entry Criteria Exit Criteria Delivery of integrated and system tested source code Planning, Requirements & High Level Design Detailed Design Build Integration & System Testing Acceptance Testing Maintenance
11.
© Baryons Software
Solutions Pvt Ltd.11 Acceptance Phase: Source code and executables with the bug fixes User Acceptance test results and acceptance sign-off Baryons Deliverables Activities User Acceptance testing by client Bug fixes for any defects found in the acceptance testing. Conduct acceptance testing of the delivered source code Review and sign-off deliverables of this phase Client Responsibility 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 Detailed Design Build Integration & System Testing Acceptance Testing Maintenance
12.
© Baryons Software
Solutions Pvt Ltd.12 Maintenance Phase: Source code and executables with the bug fixes/enhancements Documents for enhancements Baryons Deliverables 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 Client Responsibility Acceptance of the delivered solution Entry Criteria Exit Criteria None as it is an ongoing activity Planning, Requirements & High Level Design Detailed Design Build Integration & System Testing Acceptance Testing Maintenance
13.
© Baryons Software
Solutions Pvt Ltd.13 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 ….
14.
© Baryons Software
Solutions Pvt Ltd.14 Change Management
15.
© Baryons Software
Solutions Pvt Ltd.15 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
16.
© Baryons Software
Solutions Pvt Ltd.16 Project Approach: Execution Structure
17.
© Baryons Software
Solutions Pvt Ltd.17 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
18.
© Baryons Software
Solutions Pvt Ltd.18 Operations and Maintenance Approach
19.
© Baryons Software
Solutions Pvt Ltd.19 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
20.
© Baryons Software
Solutions Pvt Ltd.20 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
21.
© Baryons Software
Solutions Pvt Ltd.21 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
22.
© Baryons Software
Solutions Pvt Ltd.22 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
23.
© Baryons Software
Solutions Pvt Ltd.23 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
24.
© Baryons Software
Solutions Pvt Ltd.24 Thank You For additional Information please contact: business@baryonssoftsolutions.com
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