The document discusses trends in outsourcing models moving from cost-focused to collaborative models that aim to provide business value and competitive advantage. It argues that traditional ticket-based pricing models do not incentivize quality, and that outsourcing providers should be responsible for ensuring defect-free applications and business outcomes rather than just fixing tickets. The document advocates for an outcome-based model where providers are paid based on achieving business metrics and key results rather than activities.
Asug aut mi new realities of aftermarket 2016 0310 v fWilliam Newman
Presentation to the ASUG Michigan Automotive SIG panel on preliminary findings from SAP and AASA aftermarket survey conducted in 4Q2015, preview of hybris Automotive
Technology project executions rank high on CFOs’ most worrisome risks and enterprise resource planning system (ERP) projects are among them. Surveys regularly show that a significant number of strategic ERP projects fail to deliver expected outcomes, are delayed, and exceed budgets by a long shot. While most companies avoid catastrophic ERP failures, only a few wring out the most value. For top management, failing to deliver a strategic priority is rarely an option. Given a mature ERP solutions market place and mostly competent ERP installers, why do organizations frequently stumble?
Asug aut mi new realities of aftermarket 2016 0310 v fWilliam Newman
Presentation to the ASUG Michigan Automotive SIG panel on preliminary findings from SAP and AASA aftermarket survey conducted in 4Q2015, preview of hybris Automotive
Technology project executions rank high on CFOs’ most worrisome risks and enterprise resource planning system (ERP) projects are among them. Surveys regularly show that a significant number of strategic ERP projects fail to deliver expected outcomes, are delayed, and exceed budgets by a long shot. While most companies avoid catastrophic ERP failures, only a few wring out the most value. For top management, failing to deliver a strategic priority is rarely an option. Given a mature ERP solutions market place and mostly competent ERP installers, why do organizations frequently stumble?
Industrializing Zero Application MaintenanceCognizant
By applying a rigorous and automated approach to supporting applications, IT organizations can reduce spending, increase repair accuracy, minimize application debt across the portfolio, free up resources for more strategic business imperatives and improve application yield to deliver enhanced business outcomes.
Energy Trading and Risk Management (ETRM) solutions have now been a part of the broader wholesale energy trading application landscape for around 20-years, having evolved in step with both business and technology trends over that time period. As a result of this evolutionary process, there are a large number of diverse solutions on the market that address any number of combinations of industrial segments, energy commodities, geographic locations, and functional reach.
Creating an Agile Enterprise ArchitectureCognizant
With the proliferation of digital, the function of enterprise architecture is more critical than ever. Getting there requires a strong, agile enterprise architectural foundation that can embrace a fail-fast/fail-safe approach to the IT charter of stronger business alignment, while ensuring that services are delivered fast and friction-free to meet the needs of today’s dynamic business objectives.
The 2018 Commodity Technology Advisory’s vendor perception study was conducted to establish end-user and market influencer perceptions of the CTRM vendors to determine market leadership perceptions as well as buying criteria, demand levels, and brand awareness of the different vendors. The research comprised of a comprehensive set of questions that end users and others (including industry consultants but excluding vendor personnel) were invited to answer as an internet survey. The survey was open for responses between May 21st and September 30th, 2018 and collected some 195 responses.
Rethinking Test Automation: The Case for Moving Beyond the User InterfaceCognizant
Rapid development models are forcing quality teams to balance speed with coverage. To enable both effective and efficient testing in this environment, businesses need to replace conventional UI-based automation techniques with more holistic approaches.
An intuitive CRM Application fosters usability and user experienceUSECON
Business success today is defined increasingly by the building and effective management of all customer relationships. Successful CRM systems map customer-relevant business processes for sales, marketing, and service.
Prepare for your interview with these top 20 SAP SRM interview questions. For more IT Profiles, Sample Resumes, Practice exams, Interview Questions, Live Training and more…visit ITLearnMore – Most Trusted Website for all Learning Needs by Students, Graduates and Working Professionals.
Looking to add weight to your resume? Check out for ITLearnmore for varied online IT courses at affordable prices intended for career boost. There is so much in store for both fresh graduates and professionals here. Hurry up..! Get updated with the current IT job market requirements and related courses. For more information visit http://www.ITLearnMore.com.
Reshaping the Enterprise via Business-Facing Integrated AutomationCognizant
Integrated automation of IT infrastructure management will spearhead the digital transformation enabling IT to enhance user experience and meet business strategic objectives. We offer a roadmap for determining a business-facing automation plan, whether the approach is proprietary, outsourced or collaborative.
Business Process Management (BPM) has received increased attention recently, as many organizations view automation as a quick way to reduce costs. In fact, the principal benefits of BPM come from its improvement of process effectiveness, not through reduced headcount. To achieve these benefits, the organization must adopt a staged approach to BPM, proceeding through five steps:
•Identify key target processes for BPM implementation.
•Document processes using standard process notation.
•Refine by reshaping processes to improve effectiveness.
•Automate processes to increase effectiveness, consistency, and efficiency.
•Control processes by monitoring to avoid business issues.
While the stages remain the same from company to company, Info-Tech encourages organizations to choose from three implementation plans that reflect an increasing scale of investment. Use the tools that accompany the set to choose the plan that best matches your organizational and process characteristics.
Elevate Your Flexible Workforce Program with a Vendor Management System [Joha...SAP Ariba
Today, as much as 30-50% of an organization’s workforce is considered external. Manufacturing companies use contingent labor and services to quickly meet demand, technology companies to find workers for positions with unique skill sets, and oil and gas companies to combat labor shortages. Behind the scenes, they need total visibility in order to optimize all areas of services procurement including complex spend, workforce quality, regulatory compliance and labor program efficiencies. Fieldglass' Vendor Management System (VMS) can help companies achieve this and more, all while easily integrating with other internal systems to enable a holistic view of both talent and spend.
Business & Software Factories (BSF), the future of corporate ITinfosistema
The Portfolio Management and the need to introduce technological innovation along with the need to keep up and running all the legacy systems, represents today a huge challenge for IT departments and information systems in all organizations. The diversity of manufacturers, platforms, technologies and skills to maintain them is another huge challenge for CIOs in organizations, which have increasingly reduced budgets, thus forcing a cut in structural or strategic investments and to seek other solutions that will enhance the processes performance in organizations (Forrester, 2014; Pereira, 2014).
Analyzing telecommunications data for improved customer experienceComarch
What is customer experience and how can Telecom operators improve it? A loyal customer is a customer that trusts its Telecom operator and can rely on the network. Transparency and communication are key factors that can improve the customer experience.
enhanced Telecommunication Operating Model (e-TOM) is part of TM Frameworx. The eTOM is a comprehensive standard business processes framework. It is industry standard best practices and recommends for all business processes and or rules to support Business Support Systems (BSS) /Operation Support Systems (OSS) for communications Service providers (CSP) space. Please visit the TM Forum site for details:
https://www.tmforum.org/business-process-framework/
Field Services Transformation: Leveraging Change ImplementationCognizant
To remain relevant in today’s highly-charged, competitive landscape, Communication Service Providers (CSPs) need a change management framework comprised of committed leaders and an engaged field services organization, to ensure positive outcomes, motivate field technicians and prevent the loss of valuable resources.
Industrializing Zero Application MaintenanceCognizant
By applying a rigorous and automated approach to supporting applications, IT organizations can reduce spending, increase repair accuracy, minimize application debt across the portfolio, free up resources for more strategic business imperatives and improve application yield to deliver enhanced business outcomes.
Energy Trading and Risk Management (ETRM) solutions have now been a part of the broader wholesale energy trading application landscape for around 20-years, having evolved in step with both business and technology trends over that time period. As a result of this evolutionary process, there are a large number of diverse solutions on the market that address any number of combinations of industrial segments, energy commodities, geographic locations, and functional reach.
Creating an Agile Enterprise ArchitectureCognizant
With the proliferation of digital, the function of enterprise architecture is more critical than ever. Getting there requires a strong, agile enterprise architectural foundation that can embrace a fail-fast/fail-safe approach to the IT charter of stronger business alignment, while ensuring that services are delivered fast and friction-free to meet the needs of today’s dynamic business objectives.
The 2018 Commodity Technology Advisory’s vendor perception study was conducted to establish end-user and market influencer perceptions of the CTRM vendors to determine market leadership perceptions as well as buying criteria, demand levels, and brand awareness of the different vendors. The research comprised of a comprehensive set of questions that end users and others (including industry consultants but excluding vendor personnel) were invited to answer as an internet survey. The survey was open for responses between May 21st and September 30th, 2018 and collected some 195 responses.
Rethinking Test Automation: The Case for Moving Beyond the User InterfaceCognizant
Rapid development models are forcing quality teams to balance speed with coverage. To enable both effective and efficient testing in this environment, businesses need to replace conventional UI-based automation techniques with more holistic approaches.
An intuitive CRM Application fosters usability and user experienceUSECON
Business success today is defined increasingly by the building and effective management of all customer relationships. Successful CRM systems map customer-relevant business processes for sales, marketing, and service.
Prepare for your interview with these top 20 SAP SRM interview questions. For more IT Profiles, Sample Resumes, Practice exams, Interview Questions, Live Training and more…visit ITLearnMore – Most Trusted Website for all Learning Needs by Students, Graduates and Working Professionals.
Looking to add weight to your resume? Check out for ITLearnmore for varied online IT courses at affordable prices intended for career boost. There is so much in store for both fresh graduates and professionals here. Hurry up..! Get updated with the current IT job market requirements and related courses. For more information visit http://www.ITLearnMore.com.
Reshaping the Enterprise via Business-Facing Integrated AutomationCognizant
Integrated automation of IT infrastructure management will spearhead the digital transformation enabling IT to enhance user experience and meet business strategic objectives. We offer a roadmap for determining a business-facing automation plan, whether the approach is proprietary, outsourced or collaborative.
Business Process Management (BPM) has received increased attention recently, as many organizations view automation as a quick way to reduce costs. In fact, the principal benefits of BPM come from its improvement of process effectiveness, not through reduced headcount. To achieve these benefits, the organization must adopt a staged approach to BPM, proceeding through five steps:
•Identify key target processes for BPM implementation.
•Document processes using standard process notation.
•Refine by reshaping processes to improve effectiveness.
•Automate processes to increase effectiveness, consistency, and efficiency.
•Control processes by monitoring to avoid business issues.
While the stages remain the same from company to company, Info-Tech encourages organizations to choose from three implementation plans that reflect an increasing scale of investment. Use the tools that accompany the set to choose the plan that best matches your organizational and process characteristics.
Elevate Your Flexible Workforce Program with a Vendor Management System [Joha...SAP Ariba
Today, as much as 30-50% of an organization’s workforce is considered external. Manufacturing companies use contingent labor and services to quickly meet demand, technology companies to find workers for positions with unique skill sets, and oil and gas companies to combat labor shortages. Behind the scenes, they need total visibility in order to optimize all areas of services procurement including complex spend, workforce quality, regulatory compliance and labor program efficiencies. Fieldglass' Vendor Management System (VMS) can help companies achieve this and more, all while easily integrating with other internal systems to enable a holistic view of both talent and spend.
Business & Software Factories (BSF), the future of corporate ITinfosistema
The Portfolio Management and the need to introduce technological innovation along with the need to keep up and running all the legacy systems, represents today a huge challenge for IT departments and information systems in all organizations. The diversity of manufacturers, platforms, technologies and skills to maintain them is another huge challenge for CIOs in organizations, which have increasingly reduced budgets, thus forcing a cut in structural or strategic investments and to seek other solutions that will enhance the processes performance in organizations (Forrester, 2014; Pereira, 2014).
Analyzing telecommunications data for improved customer experienceComarch
What is customer experience and how can Telecom operators improve it? A loyal customer is a customer that trusts its Telecom operator and can rely on the network. Transparency and communication are key factors that can improve the customer experience.
enhanced Telecommunication Operating Model (e-TOM) is part of TM Frameworx. The eTOM is a comprehensive standard business processes framework. It is industry standard best practices and recommends for all business processes and or rules to support Business Support Systems (BSS) /Operation Support Systems (OSS) for communications Service providers (CSP) space. Please visit the TM Forum site for details:
https://www.tmforum.org/business-process-framework/
Field Services Transformation: Leveraging Change ImplementationCognizant
To remain relevant in today’s highly-charged, competitive landscape, Communication Service Providers (CSPs) need a change management framework comprised of committed leaders and an engaged field services organization, to ensure positive outcomes, motivate field technicians and prevent the loss of valuable resources.
Ntc 2016 step right up testing presentation 16x9Steve Daigneault
In this fast-paced sideshow — er, session — you’ll hear the tall tales and the low-downs on dozens of tests from organizations ranging from teeny tiny to super big. What color button makes people click? Can switching up your layout produce a boost in actions or revenue? Pictures of cats or playful goats — which grabs the most attention on Facebook? Do your supporters prefer “Join us” or “Donate now”? Should you throw a symbol in your sub line? What the hell are emojis?
We’ll throw tests like these and a whole lot more on the screen, let you guess which one won, reveal the answer, and race on to the next. It will be fast — and fun!
Takeaways:
Get dozens and dozens of ideas for mostly easy (and some more complicated) digital tests you can run to make sure your people get engaged and stay engaged in your organization.
Get the answers to your burning questions about if all those crazy things you see organizations doing online actually work.
Seriously, it is entirely possible you will even take away a really cheesy carnival prize!
آموزش مبانی و روش های اقتصاد سنجی با Eviewsfaradars
این مجموعه به معرفی و مرور روش ها و مبانی اقتصاد سنجی با استفاده از نرم افزار Eviews که سادگی و انعطاف پذیری آن باعث شده که به عنوان یکی از مهم ترین نرم افزار های مورد استفاده محققان در سطح دنیا قلمداد شود، می پردازد.
سرفصل هایی که در این آموزش به آن پرداخته شده است:
اشنایی با ساختار و محیط نرم افزار
تحلیل رگرسیون
بررسی نقض فروض کلاسیک و ازمون های مرتبط
موضوعات خاص در تحلیل های رگرسیون
متغییر های وابسته محدود و کیفی
برنامه نویسی با Eviews
و...
برای توضیحات بیشتر و تهیه این آموزش لطفا به لینک زیر مراجعه بفرمائید:
http://faradars.org/fvev9403
Policy Administration Modernization: Four Paths for InsurersCognizant
The pivot to digital is fraught with numerous obstacles but with proper planning and execution, legacy carriers can update their core systems and keep pace with the competition, while proactively addressing customer needs.
Tiered Application Management: Meeting the Need for Speed and ReliabilityCognizant
Deploying a multitiered approach to application management, guided by analysis of historic performance issues, helps companies respond to digital requirements while cutting costs.
Management Assignment Help | by Onlineassignment.NetOnline
Get your Homework / Assignments done by Experts at OnlineAssignment.Net
Online Assignment is an early pioneer of online tutoring and homework assistance , helping K-12, College and Graduate students succeed in their academics since 2003.
With expert tutors available 24/7, help is within reach when you need it most. Whether you are a parent looking for qualified tutoring on Math for your kid or a college student needing urgent assistance on your difficult case study you need to submit in tomorrow, you need to look no further than OnlineAssignment. Our affordable, expert tutors have helped over 200,000+ students understand their difficult assignment problems or prepare for an upcoming exam.
Get your homework done by experts.
We’re faster than your Deadlines.
Website: www.Onlineassignment.Net
Mail: homework@onlineassignment.net
Regards
Online Assignment
Management Assignment Help for students worldwide | by Onlineassignment.nOnline
Get your Homework / Assignments done by Experts at OnlineAssignment.Net
Online Assignment is an early pioneer of online tutoring and homework assistance , helping K-12, College and Graduate students succeed in their academics since 2003.
With expert tutors available 24/7, help is within reach when you need it most. Whether you are a parent looking for qualified tutoring on Math for your kid or a college student needing urgent assistance on your difficult case study you need to submit in tomorrow, you need to look no further than OnlineAssignment. Our affordable, expert tutors have helped over 200,000+ students understand their difficult assignment problems or prepare for an upcoming exam.
Get your homework done by experts.
We’re faster than your Deadlines.
Website: www.Onlineassignment.Net
Mail: homework@onlineassignment.net
Regards
Online Assignment
We at Online Assignment, embark upon providing high quality online education to our students who are spread all across the globe. Our endeavour is to help you realize your full potential by mentoring and guiding you through the process of doing your assignment.
We empower the academic knowledge and strength of the students and professionals by providing all possible academic assistance such as assignments help, homework help, project and research help, writing help in all the areas of studies broadly covered under Commerce, Arts, Science and Computers.
Homework Help | Assignment Help | Project Help | Online Tutoring | Math Help | Programming Help |
Visit : www.onlineassignment.net
The Future of IT: A Zero Maintenance StrategyCognizant
IT organizations walk a fine line in optimizing both maintenance and opportunity costs but our structured approach ensures operational excellence by emphasizing the need to run technical, operational, functional and knowledge "debts" and calibrate applications on business throughput.
CMOs & CIOs: Aligning Marketing & IT to Elevate the Customer ExperienceCognizant
In the digital sphere, customer behaviors, organizational structures and entire business models are rapidly changing, compelling CIOs and CMOs to collaborate closely and often, and focus on the common goal of delivering consistent and exceptional customer experiences from day one.
Infosys – Automobile Warranty Management System | ProcessInfosys
The Automobile Warranty Management System helps in building an agile platform for business users to develop, maintain, simulate and amend frequently changing business decisions
With these changing business dynamics, leading companies are rethinking their approach to the after sales business, as the same cannot be taken for granted any more.
Smart TV Buyer Insights Survey 2024 by 91mobiles.pdf91mobiles
91mobiles recently conducted a Smart TV Buyer Insights Survey in which we asked over 3,000 respondents about the TV they own, aspects they look at on a new TV, and their TV buying preferences.
Securing your Kubernetes cluster_ a step-by-step guide to success !KatiaHIMEUR1
Today, after several years of existence, an extremely active community and an ultra-dynamic ecosystem, Kubernetes has established itself as the de facto standard in container orchestration. Thanks to a wide range of managed services, it has never been so easy to set up a ready-to-use Kubernetes cluster.
However, this ease of use means that the subject of security in Kubernetes is often left for later, or even neglected. This exposes companies to significant risks.
In this talk, I'll show you step-by-step how to secure your Kubernetes cluster for greater peace of mind and reliability.
DevOps and Testing slides at DASA ConnectKari Kakkonen
My and Rik Marselis slides at 30.5.2024 DASA Connect conference. We discuss about what is testing, then what is agile testing and finally what is Testing in DevOps. Finally we had lovely workshop with the participants trying to find out different ways to think about quality and testing in different parts of the DevOps infinity loop.
Slack (or Teams) Automation for Bonterra Impact Management (fka Social Soluti...Jeffrey Haguewood
Sidekick Solutions uses Bonterra Impact Management (fka Social Solutions Apricot) and automation solutions to integrate data for business workflows.
We believe integration and automation are essential to user experience and the promise of efficient work through technology. Automation is the critical ingredient to realizing that full vision. We develop integration products and services for Bonterra Case Management software to support the deployment of automations for a variety of use cases.
This video focuses on the notifications, alerts, and approval requests using Slack for Bonterra Impact Management. The solutions covered in this webinar can also be deployed for Microsoft Teams.
Interested in deploying notification automations for Bonterra Impact Management? Contact us at sales@sidekicksolutionsllc.com to discuss next steps.
Builder.ai Founder Sachin Dev Duggal's Strategic Approach to Create an Innova...Ramesh Iyer
In today's fast-changing business world, Companies that adapt and embrace new ideas often need help to keep up with the competition. However, fostering a culture of innovation takes much work. It takes vision, leadership and willingness to take risks in the right proportion. Sachin Dev Duggal, co-founder of Builder.ai, has perfected the art of this balance, creating a company culture where creativity and growth are nurtured at each stage.
Generating a custom Ruby SDK for your web service or Rails API using Smithyg2nightmarescribd
Have you ever wanted a Ruby client API to communicate with your web service? Smithy is a protocol-agnostic language for defining services and SDKs. Smithy Ruby is an implementation of Smithy that generates a Ruby SDK using a Smithy model. In this talk, we will explore Smithy and Smithy Ruby to learn how to generate custom feature-rich SDKs that can communicate with any web service, such as a Rails JSON API.
UiPath Test Automation using UiPath Test Suite series, part 3DianaGray10
Welcome to UiPath Test Automation using UiPath Test Suite series part 3. In this session, we will cover desktop automation along with UI automation.
Topics covered:
UI automation Introduction,
UI automation Sample
Desktop automation flow
Pradeep Chinnala, Senior Consultant Automation Developer @WonderBotz and UiPath MVP
Deepak Rai, Automation Practice Lead, Boundaryless Group and UiPath MVP
Key Trends Shaping the Future of Infrastructure.pdfCheryl Hung
Keynote at DIGIT West Expo, Glasgow on 29 May 2024.
Cheryl Hung, ochery.com
Sr Director, Infrastructure Ecosystem, Arm.
The key trends across hardware, cloud and open-source; exploring how these areas are likely to mature and develop over the short and long-term, and then considering how organisations can position themselves to adapt and thrive.
JMeter webinar - integration with InfluxDB and GrafanaRTTS
Watch this recorded webinar about real-time monitoring of application performance. See how to integrate Apache JMeter, the open-source leader in performance testing, with InfluxDB, the open-source time-series database, and Grafana, the open-source analytics and visualization application.
In this webinar, we will review the benefits of leveraging InfluxDB and Grafana when executing load tests and demonstrate how these tools are used to visualize performance metrics.
Length: 30 minutes
Session Overview
-------------------------------------------
During this webinar, we will cover the following topics while demonstrating the integrations of JMeter, InfluxDB and Grafana:
- What out-of-the-box solutions are available for real-time monitoring JMeter tests?
- What are the benefits of integrating InfluxDB and Grafana into the load testing stack?
- Which features are provided by Grafana?
- Demonstration of InfluxDB and Grafana using a practice web application
To view the webinar recording, go to:
https://www.rttsweb.com/jmeter-integration-webinar
Essentials of Automations: Optimizing FME Workflows with ParametersSafe Software
Are you looking to streamline your workflows and boost your projects’ efficiency? Do you find yourself searching for ways to add flexibility and control over your FME workflows? If so, you’re in the right place.
Join us for an insightful dive into the world of FME parameters, a critical element in optimizing workflow efficiency. This webinar marks the beginning of our three-part “Essentials of Automation” series. This first webinar is designed to equip you with the knowledge and skills to utilize parameters effectively: enhancing the flexibility, maintainability, and user control of your FME projects.
Here’s what you’ll gain:
- Essentials of FME Parameters: Understand the pivotal role of parameters, including Reader/Writer, Transformer, User, and FME Flow categories. Discover how they are the key to unlocking automation and optimization within your workflows.
- Practical Applications in FME Form: Delve into key user parameter types including choice, connections, and file URLs. Allow users to control how a workflow runs, making your workflows more reusable. Learn to import values and deliver the best user experience for your workflows while enhancing accuracy.
- Optimization Strategies in FME Flow: Explore the creation and strategic deployment of parameters in FME Flow, including the use of deployment and geometry parameters, to maximize workflow efficiency.
- Pro Tips for Success: Gain insights on parameterizing connections and leveraging new features like Conditional Visibility for clarity and simplicity.
We’ll wrap up with a glimpse into future webinars, followed by a Q&A session to address your specific questions surrounding this topic.
Don’t miss this opportunity to elevate your FME expertise and drive your projects to new heights of efficiency.
Encryption in Microsoft 365 - ExpertsLive Netherlands 2024Albert Hoitingh
In this session I delve into the encryption technology used in Microsoft 365 and Microsoft Purview. Including the concepts of Customer Key and Double Key Encryption.
Leading Change strategies and insights for effective change management pdf 1.pdf
A model for winning in os market
1. 1 | P a g e
Trends in Outsourcing for a win-win scenario for the Customer and the Service provider
By Sunil Nair – Capgemini India
2014
2. 2 | P a g e
Collaborative Model
Global firms are looking for Value integrators and not just System integrators or Service providers that can help change the buyer's environment to be more flexible and able to respond to change through better visibility into the linkages between business strategy and IT. They want assurance that in three to five years when it's time to renew the applications or infrastructure contract, they will be better off than they are today.
We are now entering a new phase of application outsourcing – what can be called the third wave – in which it is increasingly viewed by global companies as a springboard to help them achieve competitive advantage and high performance.
In the first wave of application outsourcing deals, the industries viewed application outsourcing primarily as a means of cutting costs through labor arbitrage.
In the second wave, they looked for productivity improvements and greater flexibility for technology projects.
Today, in the third wave, leading firms are looking to application outsourcing to support an increasingly aggressive growth agenda as well as cutting costs and improving productivity, transformational outsourcing will enable these firms to make their research and development efforts a reality by supporting the building of new, differentiated products and services.
Service providers still seem to have the old ways of managing a contract, the conventional way is to follow either of the two methods of pricing 1) FTE based 2) Ticket based, the services model is limited to fixing tickets and doing technical operations, while large firms still claim that they have started providing multi integrated services and have changed the contract model but in reality the old model still seems to be the easy way to manage a contract. Ticket based pricing might appear attractive at first because of the variability of the price – but it might not encourage the right behavior in a provider who is paid based on the number of tickets they solve. One would want to avoid a constantly increasing number of tickets – the first sign of a dissatisfied customer. The whole theory of Application management seems to be focused on managing tickets(managing garbage) rather than managing applications, it is really surprising that service providers charge for fixing tickets and the clients tend to agree for this model but times have changed, providers cannot charge for application defects, once they have taken over the application then it is their duty to ensure defect free applications,
3. 3 | P a g e
scalable applications , application reliability, process optimization and maximum uptime of applications. Rolls-Royce PLC is generally regarded as the first company to use an outcome-based business model, and its innovative "Power by the Hour" outcome-based agreements with airlines changed the way the company and its airline customers conduct business together. The model is beneficial for each party: The airlines want planes that fly continuously something that translates into a steady revenue stream. Any unexpected maintenance downtime disrupts the system and results in high levels of unplanned expenditures. Within a conventional arrangement, airlines would pay Rolls-Royce a transaction fee for every single engine maintenance event and service request on a spare-parts and labor basis to restore equipment to a serviceable condition. Simple guarantees were offered for replacement parts, and these evolved into maintenance guarantees for labor as well as parts for single aircraft or entire fleets, based on the total anticipated cost per flight hour (time in flight) and flight cycle (wheels up and wheels down). The result was a perverse incentive: Under the transaction-based model, aircraft downtime for maintenance, whether it was planned or unplanned, would generate revenue for Rolls- Royce—but, obviously, no revenue for the airline. The Rolls-Royce “TotalCare” program, flipped the conventional transaction-based approach on its head, the premise was to build a long-term relationship with customers by aligning the engine-service provider’s goals with the airlines’ goals of keeping the aircraft flying. Under this outcome-based approach, Rolls-Royce would be paid for “continuous uptime,” rather than derive revenue from turning wrenches during aircraft downtime. Rolls-Royce now guarantees serviceable equipment availability and takes care of all maintenance in the chosen service plan.
IT Service providers while focusing on Quality initiatives like Six Sigma, Lean , CMMi tend to overlook TCO-Total cost of ownership while building the application or when managing the applications, once the application is transitioned then it is the responsibility of the Service provider to ensure a smooth running application. Customer IT departments have to spend huge amount of time to co-ordinate with the providers which they should have used for calculating ROI, measuring outcomes, thinking of new design and delighting their end customers. Service level agreements, also known as outcome-based measures, describe the delivery of information systems functionality using performance metrics that both IT and
4. 4 | P a g e
the customer acknowledge but it is limited to operational metrics like measures for time taken to acknowledge tickets, time taken to fix tickets, defect density, RCA time, aging ticket trends……and all of these does not relate to business outcomes, for e.g. service providers do not follow SLA’s like “process 80% of invoices within 48 hours”, it is not to say the current operational model should not be followed but the idea is to complement the operational model with a business outcome model, Under the Vested model's purest form, the outsourcing company pays only for results, i.e., orders shipped complete, end to end ERP and CRM operations completion. Customers should use a benchmarking model to create a table of what they expect as business outcomes for e.g. out of 1000 orders entered daily only 1% is considered as erroneous transaction, failure of a daily running interface can happen only once a month and no compromise on a interface failure which would result in monetary loss. Defect management for Service providers should be integral, it cannot be a commodity for charging the customer, they should charge the customer for ensuring successful business outcomes, focus on understanding the application thoroughly from a functional and technical perspective so that it leaves no chance for defects, proactively do regression testing and solve the defects because ensuring running of a defect free application is Service providers responsibility, let us be clear that Outsourcing of an application does not mean waste management rather it means no wastage. Collaborative Vested Outsourcing business model is used when a company and provider want to move beyond commodity thinking and “bean-counting” to an environment where the service provider has a vested interest to achieve results and value for the outsourcing company.
5. 5 | P a g e
The Vested model operates under an outcome-based model in which the provider aligns its interests to what the company really wants: an efficient, low-cost total solution. I have seen Application management leaders swearing by the quality management mechanisms they use for controlling defects, the stringent SLA’s they have in place and a stack of operations process flow diagrams to depict how defects are managed, how does the customer care for what you do with application defects, customer is not concerned about how you manage your internal operation all they want is an application which operates smoothly under all parameters, they do not want O2C, P2P or other business transactions to fail and do not care how many people do you put in for managing defects. With all these quality management philosophies most of the core applications like ERP’s ,CRM, Custom build all have hundreds of defects every month and then providers depict how they have used the latest quality mechanisms to categorize defects, to do RCA’s, to reduce 2% defects. Balanced score card have been in use for many years, the framework formulated by Kaplan and Norton has been put to use by successfully running enterprises, it used as a method for managing business unit performance, balanced scorecard provided an operational view of an organization from four perspectives: financial, customer, internal business process, and learning and growth. BSC can be also leveraged for measuring outcomes in an outsourcing model, effective management of the outsourcing contract requires a flexible system. Outcome-based controls like service level agreements have limited flexibility (e.g., there is little that can be varied in a measure like 99.9% network uptime). Behavior-based measures can incorporate outcome-based components, but focus on incentivizing desired behaviors. IT executives faced with the challenge of demonstrating the value of IT initiatives to the business, IT managers, and financial managers must work together to measure and communicate information technology's contribution , using conventional OS models there is no way to understand the value IT brings for the business, benefit of using balanced scorecard to manage outsourcing arrangements is that Kaplan and Norton’s framework enables a straightforward value chain analysis of the contract. It is not to imply that ROI of IT investments should be the responsibility of the service provider, for e.g. reducing inventory by 20%, accelerating shipment by 15%, increasing cash flows, faster order processing, increasing customer retention are all the primary score cards which should be monitored and improved by the Customer however the Service provider and Customer could reach to a service agreement of another set of performance measures which could lead to fulfilling the primary score card .
6. 6 | P a g e
Some of the sample measures recommended is listed below and if a Service provider can design a methodology to respond to these indicators then it would be way ahead in the OS competition. The new contracts will also see service providers offering multi-integrated services in areas like suggesting clients in the benefits of SMAC(Social media, Mobility, Cloud and Analytics), working with clients in evaluating business processes efficiency, providing architecture guidance, thought leadership, infrastructure management(this does not mean full scale management which is normally done through a separate contract , however even with an application management contract service providers can provide proactive suggestion of optimizations or pointing out pain points or undertaking small project initiatives like windows migration, DB tuning…) These multi-integrated services can be clubbed with the applications management cost, of course service providers need to think of a detailed pricing mechanisms which can accommodate the gold plated offers and such an offer can easily be industrialized and shared across multiple clients thereby covering up the cost for these services.
7. 7 | P a g e
The combination of measurable business Outcomes and clubbing of multi-integrated services will pave way to the winners, only those who will be able to master this will win the deals and hearts of the CIO’s.
8. 8 | P a g e
Sunil Nair has been with Capgemini India for more than 15 years, he is a Certified TOGAF 9 architect. He is a technology leader and has handled the responsibility of driving Oracle+ CoE and developed business and technology offers related to Telecom, Consumer Goods and Life Sciences.