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IT Application Services & Management | SoftClouds

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IT Application Services & Management | SoftClouds

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Cloud Infrastructure - Services:
*Licensing & Initial Setup
*Organizational Setup 
*Cloud Infrastructure & Services Setup
*Configuration & Customization
*Cloud to Cloud Migration
*Cloud Platforms Expertise
*Amazon Web Services
*Microsoft Azure
*Google Cloud Platform
*IBM Cloud
*Salesforce.com
*Oracle Cloud Infrastructure (OCI)

Cloud Infrastructure - Services:
*Licensing & Initial Setup
*Organizational Setup 
*Cloud Infrastructure & Services Setup
*Configuration & Customization
*Cloud to Cloud Migration
*Cloud Platforms Expertise
*Amazon Web Services
*Microsoft Azure
*Google Cloud Platform
*IBM Cloud
*Salesforce.com
*Oracle Cloud Infrastructure (OCI)

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IT Application Services & Management | SoftClouds

  1. 1. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved .IDEAS .INNOVATIO N .INSPIRATION SoftClouds IT Application Services & Management | Expertise
  2. 2. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved About Us Founded 2005 Other Locations Hyderabad, India Delhi, India Tokyo, Japan Headquarters San Diego, CA Target Market Majors & Enterprise
  3. 3. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Industry Focus Financial Hospitality Healthcare Technology Airlines Consumer Goods Engineering & Construction Industrial Manufacturing Communication Automotive Utilities Diversified
  4. 4. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved What we DO Proactively identify needs & introduce innovative solutions Own deep technical expertise essential for today & tomorrow Enterprise level service & Resolve solutions history Understand today’s need for tomorrow’s demand Proven methodology along with a flexible approach Trusted partner with innovation at core
  5. 5. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved LOYALTY CLOUD IDENTITY CLOUD ANALYTICS CLOUD AUTONOMOUS DATABASE CX Expertise
  6. 6. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Integrations
  7. 7. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Our IT/IS Capabilities • Infrastructure Services • IT Services • Network Security • DevOps • Knowledge Management • Application Management Services, Maintenance & Support • Migration Services • Database Services
  8. 8. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Infrastructure Cloud & On-Premise
  9. 9. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Infrastructure Services Cloud Services On-Premise Services
  10. 10. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Cloud Infrastructure - Services • Licensing & Initial Setup • Organizational Setup • Cloud Infrastructure & Services Setup • Configuration & Customization • Cloud to Cloud Migration • Cloud Platforms Expertise • Amazon Web Services • Microsoft Azure • Google Cloud Platform • IBM Cloud • Salesforce.com • Oracle Cloud Infrastructure (OCI)
  11. 11. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved On-Premise Infrastructure - Services • Licensing & Initial Setup • Hardware Infrastructural Setup & Deployment • Software Installation • Application Configuration & Customization • Hosting Services • On-Premise Expertise • Siebel CRM • Oracle Knowledge Management • Oracle BI Analytics • Other Applications (Java, .Net, etc.) • Maintenance • Application • Server • Backup • Database & Security
  12. 12. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved IT Services
  13. 13. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Our IT Services Capabilities Server Administration Installation, Upgrade & Patches Backup & Disaster Recovery Plan Network Engineering Design & Strategy Project Management Consulting Services
  14. 14. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved IT Services - Server Administration • Server Health Checkup • Server Hardening • Server Logging – Automation & Monitoring • Server Administration • Managing Application & Database Servers
  15. 15. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved IT Services - Installation, Upgrade & Patches • Installing & Configuring Software • Hardware & Networks Setup • Hardware & Software Inventory Management • Applying Latest Patches & Software Updates
  16. 16. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved IT Services - Backup & Disaster Recovery Plan Backup • Schedule (Daily, Weekly & Monthly) • Multiple data storage locations • Versioning • Performing Software backups • Server backup/snapshots Disaster Recovery Planning • Identification of Risk & Threat • Types of Risks • Risk Assessment • Disaster Recovery Phases • Recovery mechanisms • Recovery Check List • Mock Drills
  17. 17. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved IT Services - Network Engineering • Setup Accounts & Workstations • Active Directory Setup • Ensure security through access controls, backups & firewalls • Installing & Configuring Software • Network Encryption • Upgrade systems with new releases & models
  18. 18. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved IT Services – Design & Strategy • Business Process & Application Solutioning • IT Servicing • Design & Implementation • System & Integration Testing Optimization
  19. 19. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved IT Services - Project Management Solutioning for: • IT Governance • Financial Management • Operations • Security • Risk Management • Applications Development & Innovation
  20. 20. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved IT Services – Consulting Services • Business Development Processing • Software Integration & Solutions • Data Migration Solutions • Remote & Onsite IT Support • Level 1 to Level 3 support • 24/7 Environment Monitoring • Automation Solutions
  21. 21. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Network Security
  22. 22. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Our Network Security Capabilities Security Patches 03 Firewalls 02 Device Hardening 04 Network Security 01 Network Encryption 05
  23. 23. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Network Security • Maintain Data & Network Integrity • Prevent Security Threats Spread on Network & Systems • Secure Data Transfer • Build Strong Authentication Between Client & Web Server • Prevent IP Spoofing Attacks • Setup Real-Time Protocols • Establish Secure Sessions • Data Encryption • Router Security • Secure Remote Administrative Access to Routers
  24. 24. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Network Security - Firewalls • Control Incoming & Outgoing Network Traffic Based on a Set of Rules • Prevent Unauthorized Internet Users • Verify Messages, Stop if it’s doesn’t Meet Security Criteria • Network Traffic Monitoring • Firewall Setup/Prevention: • Application Backdoors • Malwares • Viruses
  25. 25. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Network Security - Security Patches • Improve Security • Minimal System Downtime • Reduce Vulnerability to Cyberattacks • Protection of Customer Data • Maintain Private Network
  26. 26. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Network Security - Device Hardening • Password Management • Remove Unsecured Protocols & Ports • Install Service Packs • Keep Up-to-Date, Install Latest Versions • Ensure Use of Non-Default Configurations
  27. 27. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved DevOps
  28. 28. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Our DevOps Capabilities Continuous Integration Continuous Delivery Continuous Deployment Continuous Monitoring Containerization Automation Tools Collaboration
  29. 29. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved DevOps - Continuous Integration • Integrate & Automate DevOps Stages • Automated Testing for Each Build • Version Management • Review Management for Code Merge • Trigger Jobs with Help of Plugins or Rest API
  30. 30. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved DevOps - Continuous Delivery • Incorporates concept of continuous Integration & automated testing • Test-driven deployments • Testing tools • Selenium • jMeter
  31. 31. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved DevOps - Continuous Deployment • Deploy tested applications on production server • Rolling & green-blue deployment strategies • Use CM & containerization • Puppet • Chef • Ansible • Kubernetes • Terraform • Cloud Formation
  32. 32. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved DevOps - Continuous Monitoring • Ability to detect, report, contain & mitigate the attacks within infrastructure • Provide real-time insights of infrastructure & applications • Plan for infrastructure upgrades • Tools • Nagios • Splunk • Stack • CloudWatch • OEM
  33. 33. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved DevOps - Containerization • Eliminate need to run a virtual machine (VM) for each application • Consume fewer resources than on virtual machines • Scalable & flexible • Ease of deployment • Build once, run anywhere • No platform dependencies
  34. 34. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved DevOps - Automation Tools Methodology Tools Infrastructure as a code Terraform, Ansible, Chef CI/CD Jenkins, Kubernetes, Vagrant Test Automations Selenium, Jmeter Continuous Monitoring Prometheus & Alert Manager, New Relic, Sensu, Datadog, CloudWatch
  35. 35. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved DevOps - Collaboration • Developers & IT Ops to work together • Seamless delivery of applications • Centralize incident information & development workflows
  36. 36. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Knowledge Management
  37. 37. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Our OKM Capabilities Server Maintenance Application Enhancements Quarterly Checks Reporting Production Support Server Monitoring Discovery & Review Business & Technical Support Search Package Transformation Services
  38. 38. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved OKM - Server Monitoring • Proactive monitoring of system health & performance • InfoManager support • Infocenter, iconnect support • Search support • CRM (Siebel, SFDC etc) iConnect support • Provide solutions to detected failures or inadequacies in system
  39. 39. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved OKM - Server Maintenance • Standard OKM maintenance operations for system administration • Standard OKM dictionary maintenance & adhoc modifications as needed • Additional maintenance operations SoftClouds recommends for optimal system health • Upgrade OKM software through minor versions if a hot patch is released • Track potential issues stemming from hot patch upgrades with Oracle support
  40. 40. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved OKM - Production Support • 24x7 support of production OKM system • 8x5 support of non-production environments • Server & application monitoring • Issue troubleshooting resolution & identifying product defects
  41. 41. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved OKM - Business & Technical Support • Resolution of non-urgent, non-production technical & functional issues • Limited improvements that can be completed in 4 hours • Mediate customer’s defect & feature requests with Oracle
  42. 42. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved OKM - Reporting • Monthly, Quarterly, and Annual OOTB and custom Reporting on OKM Performance • Content, Search and User reports
  43. 43. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved OKM - Quarterly Checks • Overall Health Check • Dictionary Tuning • Database Refresh From Production to Non- Production • Application performance evaluation
  44. 44. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved OKM - Discovery & Review Feature/Functionality Utilization for Better ROI • Demonstration of unused features to business • Demonstration of commonly used functionality that's not enabled (i.e. such as “Answer Flow”) • Demonstrations & education about OKM to other lines of business/departments
  45. 45. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved OKM - Search Package • On-going tuning & maintenance of search relevancy • Perform any needed changes in Workbench modules • Dictionary nanager • Personalized navigation • Quality monitor • User manager
  46. 46. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved OKM - Application Enhancements New enhancements like: • Application improvements • UI improvements • Integration with other sub-systems
  47. 47. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved OKM - Transformation Services • Industry standards & transformative recommendations • Apply best practices • Education & knowledge sharing
  48. 48. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved AMS Maintenance & Support
  49. 49. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Application Management Services –WHY? Services Enhancement Production Support Improved Productivity Application Management Improved Operational Efficiency Multi-Level Support
  50. 50. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Covered Services Production Support • 24x7 support of production systems • Issue troubleshooting & resolution Maintenance • Standard maintenance operations • Additional maintenance operations (from SoftClouds) • Quarterly release uptake in TEST & PROD environments • Track any potential issues from hot patch upgrades from vendors (Oracle, Microsoft etc.)
  51. 51. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Covered Services • System Health & Performance • Solutions to detected failures or inadequacies in the system Server Monitoring • Resolution of non-urgent, non- production technical & functional issues • Limited improvements that can be completed in 4 hours • Mediate customer’s defect & feature requests with vendor (Oracle/Microsoft,etc) Business & Technical Support • Monthly Support Activities Report • Monthly, Quarterly, & Annual Reporting Reporting • Overall Health Check • Quarterly License Compliance Check Quarterly Checks
  52. 52. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Covered Services Discovery & Review of Full Feature/Functionality Utilization for Better ROI • Unused features uncovered through health check demonstrations • Commonly used functionality demonstrations Application Enhancements • New enhancements • Application improvements • UI improvements • Integration with other sub-systems Transformation Services • Industry standards & transformative recommendations • Apply best practices • Education & knowledge sharing
  53. 53. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Quality Assurance All SoftClouds Basic Managed Services include: A single point-of-contact for standard services An escalation process for unresolved issues A wide range of skills & expertise to optimize your CRM/CX & ERP platforms All SoftClouds Add-on Services include: Highest caliber of professional services resources appropriate for performing specific CRM/CX & ERP-related tasks Solutioning mind-set with industry best practices
  54. 54. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Support Phases Initial level of maintenance provided by the user help desk. Provides help to screen the issue & assign to appropriate person/team for the solution. Level 1 Level 2 Level 3 Level 4 Support tickets can be resolved by basic configuration or suggesting a workaround. Code changes if any, as required. Support tickets related to the product /application that might require support from product vendor to raise support tickets or Hotfix or patch releases. SoftClouds provides hyper-care support, and steady-state support after delivering the project. During this phase, we provide all types of support levels - L1, L2, L3, & L4.
  55. 55. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Support Services & Models • Cost-effective & robust methodologies • Maintains client software offshore, offsite or onsite • Time zone differences are leveraged effectively Services • Dedicated Support Model • Shared Support Model • Ticket-based model to deliver pre-defined work • Dedicated team allocated to support clients • Team members from offshore can be deployed offsite, onsite, as required Models
  56. 56. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Process Phase Key Activities Key Deliverables Secondary Support • Support for low priority issues • Understand resolution of higher priority issues • Status & issue-resolution reports • Resolution of lower priority issues Primary Support • All support activities including higher & lower priority issues • Resolution of all issues, status, & issue resolution reports Steady State Support • Develop enhancements identified in specific areas like requirement specification, technical design, testing • Transition process in areas where transition isn't complete • Production support – levels 3 & 4 • Adding minor functionality • Root-cause analysis for recurring issues • Bug fixes, performance tuning • Delivery of enhancements • Ongoing problem ticket resolution • Metrics and reporting • Productivity, quality, analysis • SLA adherence
  57. 57. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Support SLA Ticket Severity Response SLA Resolution SLA Critical: Business operations cannot continue 30 Minutes 2-4 Hours High: Business operation can continue with hard workaround 1-2 Hours 4-8 Hours Medium: Business operation can continue with an easy workaround 2-4 Hours 16-32 Hours Low: Business operation can continue without any workaround 4-8 Hours 32-40 Hours
  58. 58. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved L1 L2 L3 Client Program Management Global Delivery Model Ticketing Issue Logging Prioritization Workflow Management Monitor, Support & Report Engineering: Dev, QA Systems Management Delivery Management Ticketing Process Onsite, Offsite or Offshore
  59. 59. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Application Maintenance Highlights On-demand experienced pool of resources Best practices repository from global clients Competency building focus & initiatives Knowledge sharing initiatives across projects Support transition tools & kits Solution-building focus catering to domain- specific & industry requirements Reusing tools & automation based on similar experiences Identification of key trends & enabling quick decisions
  60. 60. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Flexible Location Strategies Complete Offshore Model • Lowest Cost • More coordination effort required from client • Delayed response time due to different time zones • More suitable for L3 & L4 tickets Balanced Model • Cost optimization due to a balanced team structure • Small onsite team for minimal business engagement & faster response time for simple L2 & L3 tickets • Simple workarounds or queries get resolved directly by onsite team Onsite Heavy Model • Increased cost due to heavy onsite presence • Offshore team remains involved in R&D or CR developments • Faster issue resolution with lower dependency on offshore team Complete Onsite Model • High cost due to dedicated onsite team • Minimum coordination effort • Doesn't leverage differential time zone advantage
  61. 61. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Comparison Data Complete Offshore Model Balanced Model Onsite Heavy Model Complete Onsite Model Cost Low Medium Mid-High High Expansion Cost Low Medium Mid-High High Response Time High Medium Low Low Expansion Response Time Low Low Medium Medium Efficiency Low 65% 85% 100% Customer Happiness Index 75% 80% 85% 100%
  62. 62. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Why Balanced Model? 0% 20% 40% 60% 80% 100% 120% Complete Onsite Model Onsite Heavy Model Balanced Model Complete Offshore Model Cost vs Response Time Cost Expan. (Cost) Repsonse Time Expan. (Response Time)
  63. 63. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Process Frameworks Proactive communication & review of documents Defining mature frameworks, methodologies, templates, best practices, periodic project reviews Boot camp trainings for all new joiners SoftClouds support methodology Application support checklists Automated defect trackers & deployment tools L2/L3 transition framework
  64. 64. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Knowledge Management System Structured Root-Cause Analysis Eliminate Inefficiency Support Manuals & Process Management Creation of Knowledge Base, System Appreciation Documents Perform Root Cause Analysis to Reduce Ticket Count Process Review, Optimization of Tickets & Incident Turnaround Time Frequently Asked Questions Continuous Improvement Analysis, Approach & Process
  65. 65. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved “We focus on IT, so you can focus on BUSINESS” Our Focus & Benefits Better Application Support with SLA Driven Approach Cost Effective & Greater ROI Rapid Response to Business Enhancements Increased Predictability & Efficiency Customized Solutions Improved Customer Interaction Ensure High Availability Flexible Capacity Model Extra Flexibility Enablement Performance Optimization Enhanced Collaboration Global Operations Scalability
  66. 66. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Migration Solutions
  67. 67. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Migration Solutions • Migration • On-Premise to Cloud • Cloud to Cloud • Hybrid Cloud • Data Migration(Import/Export) • Business Process Enablement • Customization
  68. 68. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Database Expertise
  69. 69. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Database Expertise • Database Configuration, Installation, & Management • Specialized Data Handling • Data Extraction, Transformation & Loading • Data Modeling & Optimization • Database Backup & Recovery • Authentication, Security & Encryption • Performance Monitoring • Capacity Planning • Database Tuning • Data Life Cycle – Normalization & Maintenance
  70. 70. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Database – Managed Services Build Services Database Creation Database Installation Database Virtualization Tools Configuration Administration Object Management Security Management User Management Migration Upgradation Performance Optimization SQL Statement Tuning Query Optimization System Tuning Troubleshooting High Availability / DR Configure Mirroring Disaster Recovery Drill Remote Clustering Configure Replication Backup & Recovery BR Strategy Backup Configuration Backup Implementation Backup Validation Monitoring Performance Monitoring Space Monitoring Availability Monitoring Scripted Checks Security Data Encryption Auditing Patch Management Security Management Optimize Database Consolidation Capacity Planning Remote Virtualization Automation
  71. 71. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Why SoftClouds? • Well Balanced & Experienced Team • Team that has Delivered Successful Solutions • Strategic Thinking & Solution Providers • Excellent Leadership Skills • Working Knowledge with C-Level • Flexible Business Models: Fixed Bid, Time & Material • Execution Locations: On-Site, Off-Site, Off-Shore
  72. 72. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Innovations Expertise Solutions SoftClouds Innovators Strategic Thinkers Technical Architects Solution Providers
  73. 73. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Thank You
  74. 74. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Brian J. Friedman GVP – Global Strategic Sales 415.378.7400 brianf@softclouds.com www.softclouds.com

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