Application Management Service Offerings


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GSS America extends support for Application Development and Maintenance initiatives and helps customers focus on their strategic priorities. The cost effective AMS solutions from GSS ensures that customers achieve significant savings on running their business operations, so that they can channel these savings towards new product development initiatives that contribute to additional revenue generation.

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Application Management Service Offerings

  1. 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Except with the express prior written permission of GSS America, this document and the information contained herein may not be published, disclosed, or used for any other purpose. |<br />
  2. 2. Agenda<br />2<br />
  3. 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 & 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. 4. Technology Spread - Areas of Competence & 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 & 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 & 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 & 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 & Cloud APIs<br />Amazon EC2, Memcache, Hadoop Mapreduce, Google Apps & GWT, Ms-Azure, Akamai,<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 & Design guidelines<br />Databases<br />Oracle, SQL Server, My-SQL, DB2<br />OS<br />Linux, Windows Server 2008, Mainframe<br />4<br />
  5. 5. Application Development Services<br /><ul><li>Legacy Applications
  6. 6. Web Applications
  7. 7. Client Server
  8. 8. Desktop
  9. 9. Web Services
  10. 10. Reporting
  11. 11. Integration
  12. 12. Custom Developed
  13. 13. Collaboration
  14. 14. Content Management
  15. 15. Windows Mobile
  16. 16. IPhone
  17. 17. Bluetooth
  18. 18. GPRS
  19. 19. GSM
  20. 20. 3G
  21. 21. SMS
  22. 22. MMS</li></li></ul><li>Application Maintenance Services<br /><ul><li>Bug Fixes
  23. 23. Minor and Major Enhancement
  24. 24. Performance Monitoring and Tuning
  25. 25. Database Support & Maintenance
  26. 26. Configuration & Release Management
  27. 27. Applications Deployment
  28. 28. Backup and Restore
  29. 29. User & Technical Documentation
  30. 30. L0 - Help Desk
  31. 31. L1 – Application Support</li></li></ul><li>Application Transformation Services<br /><ul><li>Power Builder to .NET or J2EE
  32. 32. ASP to ASP.NET
  33. 33. Visual Basic to .NET
  34. 34. FoxPro to .NET
  35. 35. COBOL to .NET or J2EE
  36. 36. Access to SQL Server
  37. 37. SQL Server to Oracle
  38. 38. DB2 to SQL Server or Oracle
  39. 39. File Based System to DB2
  40. 40. File Based System to SQL Server
  41. 41. Reverse Engineering
  42. 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. 43. Transition<br />
  44. 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. 45. Classroom and Discussion
  46. 46. Joint Workshops</li></ul>KT & Shadow Support<br />Knowledge <br />Transfer<br />Acquire Knowledge <br /><ul><li>Business
  47. 47. Process
  48. 48. Technical</li></ul>Review & Refine Processes<br />Shadow Support<br />Stage 1<br /><ul><li>Discuss Tickets,
  49. 49. Understand Applications,
  50. 50. KT to offshore</li></ul>Stage 2<br /><ul><li>Fix Low Criticality Problems,
  51. 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 & <br />Optimizing<br />Stabilization<br />Deliver Support Services from Offshore<br />Cut Over Activities<br />Continuous Improvement<br />10<br />
  52. 52. Due Diligence Assessment Parameters<br /><ul><li>Help Desk
  53. 53. Problem Management
  54. 54. Release Management
  55. 55. Change Management
  56. 56. Support Locations
  57. 57. Service Level Metrics
  58. 58. Development process
  59. 59. QA process
  60. 60. KM practices
  61. 61. Service Windows
  62. 62. Current Service Levels and Service History
  63. 63. Information Security / Business Continuity / Disaster Recovery
  64. 64. Application Size
  65. 65. Complexity
  66. 66. Criticality
  67. 67. Volatility
  68. 68. Technology / Resource / Skill
  69. 69. Documentation
  70. 70. Test suites
  71. 71. Interfaces
  72. 72. Standards and Guidelines
  73. 73. Network and Special H/W, S/W requirements
  74. 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. 75. Current Staffing
  76. 76. Business Nature
  77. 77. Security and Controls
  78. 78. Interface with other groups
  79. 79. Governance Needs
  80. 80. Reporting / Communication guidelines
  81. 81. Escalation Process</li></ul>11<br />
  82. 82. Knowledge Transfer Process<br /><ul><li>Explicit knowledge
  83. 83. Documentation study
  84. 84. Hands-on
  85. 85. Tacit Knowledge
  86. 86. Workshops
  87. 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. 88. Shared between Onsite & Offshore teams
  89. 89. Understanding documents
  90. 90. Reviewed by Customer
  91. 91. Offshore knowledge transfer
  92. 92. Train-the-trainer
  93. 93. Recorded sessions</li></ul>Business Process<br />Interviews<br />Problem Log Analysis<br />Doc. Collection & Review<br />Business Rules<br />Explicit<br />12<br />
  94. 94. Service Delivery<br />
  95. 95. Application Development Framework<br />
  96. 96. Agile Framework<br />
  97. 97. Estimation Models<br />Legend:Ö- ApplicableX - Not-Applicable<br />
  98. 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. 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 & 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. 100. Configuration, Change & 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. 101. Managed Services<br />Strategic<br />Tactical<br />Project outsourcing<br />Operational<br />Staff Augmentation<br />Engagement Models<br />
  102. 102. Flexible Pricing Models<br />Fixed Price<br />Features<br /><ul><li> Price is a fixed amount
  103. 103. Present periodic increments
  104. 104. May include performance based penalties and incentives</li></ul>Best Use<br /><ul><li>Need to control cost and obtain predicable pricing
  105. 105. Well-defined scope of work
  106. 106. Stable requirements
  107. 107. Measurable success criteria</li></ul>Risk<br /><ul><li>client: Low/Medium
  108. 108. Service provider: </li></ul>High(but higher for all if baseline of services changes a lot!)<br />Time & Material (T&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. 109. Easy/Quick resource availability
  110. 110. Client want visibility into resources</li></ul>Risk<br /><ul><li>client: Medium/High
  111. 111. Service provider: Low</li></ul>Best Use<br /><ul><li>Accurate baselines with well defined, stable requirements
  112. 112. Fluctuations in output or consumption
  113. 113. Well-defined service levels</li></ul>Risk<br /><ul><li>Client: Low
  114. 114. Service provider: </li></ul>Medium<br />
  115. 115. Case Studies<br />
  116. 116. Q & A<br />
  117. 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. |<br />