A maximum ROI requires the adherence of architectures to business needs during the time. Effectiveness from business expectations sideview Continuity in presence of context changes Availability of solutions over the time

1. EFFECTIVE CARE
DocFlow Services for more
valuable software assets
marketing@docflow.it
Tel 02 57 50 33 66 www.docflow.com
DocFlow Italia Spa
SOLUZIONI AGILI PER IMPRESE AGILI
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2. ROI in DocFlow Software Solutions
Nowadays the Information Society forces Business Players to
compete in a global arena where winners must have abilities to:
Simplify information flow through business processes,
Facilitate workforce synchronizing human activities,
Take strategic decisions by fresh, validated and often destructured
information
Keep up‐to‐date business architectures
DocFlow project results are thought to be immersed in the
business architectures
Document Flow and information lifecycle management:
in/output, restricted access, compliancy, etc.
Digital archiving of paper based documents
Collaborative Working
Business Process Management
Etc.
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3. ROI in DocFlow Software Solutions
A maximum ROI requires the adherence of
architectures to business needs during the time
Effectiveness from business expectations sideview
Continuity in presence of context changes
Availability of solutions over the time
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4. DocFlow Service Division
Service Division focuses primarily on Clients investment saveguard.
Playing as unique contact point, we are in place for any need and committed to give
serenity and continuity to business operations along the time
Effectiveness
Enterprise Performance
Cosa conviene
che succeda?
Continuity
ROI
Qual è la cosa
che dovrà
succedere?
Availability Cosa potrebbe
succedere?
Perchè è
successo?
Cosa è
successo?
Time
Reactivity Proactivity Governance
The offering is made by three layers, where each layer shows a specific level of
commitment in sustaining Client’s business performances over the time.
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5. Availability Services
SPECIALTIES IN ON-DEMAND TECHNICAL SUPPORT
Availabilit y
Availabilit y
Knowledge maintenance of application architectures,
Multi-channel Customer Service (phone, web portal, software products and related personalizations, and
email, fax, mail) integration requirements with third parties
Claim registration and certification of context with ticket Executing interventions for architectural adjustments
On Demand Support
Installation of provided product and software updates,
Skills and resources ready
prioritization
to use either minor or major.
Multi-channel First Level Help Desk (phone, web portal,
Feasibility study and technical support for platform
email, fax, mail) and dispatching of prioritized ticket
Customer Contact migration
First round investigation with remote connection
One stop Contact Point Corrective Maintenance
assistance Technical assistance specifically provided by third
parties
Coordination of internal structures
Formulation of investigation results and call-back
Management of claims for hardware under assistance
Availability services address requests of intervention from
Management of claims for supporting Client personnel
Clients. Primary goal is to take specialized and skilled resources
available in case of performance reductions, technical faults or
Multi-channel Second Level Help Desk (phone, web
portal, email, fax, mail) and details gathering
application defeats
First round investigation with third parties coordination
eventually
Remote investigations and interventions
Availability Services can be fitted to Client needs on the basis of
On site investigations and interventions
Technical Help Desk
Coordination of internal structures and third parties for
the following “Time” class KPIs:
Technical skills
ticket resolution
•Latency Time
Certification of corrective actions and releasing updates
to Client
•Service Time
Acceptance test and alignment of production
environment, either by remote or on-site
•Response Time
Product updates, either minor or major releases.
Excluding installation.
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6. Continuity Services
PROACTIVITY, MONITORING AND PREDICTIVITY AGAINTS FAULTS AND STOPS
Continuity layer includes competences and structures able to
Continuity anticipate and prevent risks from faults or unexpected stops
Mantenimento della conoscenza sulle infrastrutture di
For this goal a proper knowledge repository about the
produzione, gli ambienti e le loro configurazioni specifiche
context is built and maintained. This repository is accessible
Definizione degli SLA di ingaggio
Technical
Monitoraggio pianificato dei livelli di utilizzo delle risorse
both by Client and DocFlow personnel also after long time
Infrastructure
sistemistiche (CPU, disco, tablespace, banda, ecc.)
Cura delle infrastrutture
from project conclusions
Analisi previsionale delle soglie di saturazione e
sistemistiche
tempestiva segnalazione con suggerimento delle azioni
correttive
Adeguamenti infrastrutturali preventivi all’interno del
In addition to “Time‐class” KPIs* we can find “Uptime‐ class”
perimetro concordato
ones:
Mantenimento della conoscenza sulle architetture
•Infrastructure Uptime
applicative, i prodotti software e le relative
•Application Uptime
personalizzazioni, e sui requisiti di integrazione con i
Application
sistemi terzi
Architecture
Definizione degli SLA di ingaggio
Cura delle architetture
Presidio delle architetture e del loro grado di scalabilità
applicative
Supporto allo studio di nuove scelte architetturali per
esigenze endogene e/o esogene
Interventi evolutivi per preservarne le funzionalità e le
performance
*To activate Continuity Layer Services the Availability Services are mandatory
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7. Effectiveness
ADHERENCE TO BUSINESS PROCESSES AND EFFECTIVENESS ALONG THE TIME
Effective ness Effecti ve ness
Compliance Identification of dependencies by Enteprise internal Assessment of current level of user familiarity/utilization
Adherence to internal procedures, industry regulatory and by Law Gap analysis and training needs identifications
Continuous Training
procedures,industry
Observatory on Law emanations or modifications for swift Theoretical training, in class or individual
regulatory and Law Continuous training
notifications of emerging obligations programs Practices in ad-hoc environment
Specific support in impact analysis on processes and on
Passive based training-on-the-job
DocFlow applications
Active based training-on-the-job
The Continuity Knowledge Repository, accessible also by
Maintenance of knowledge about business processes
Client personnel, is extended to processes inside the
Identification and surveillance of KPIs
Business Performance
Fitting level measurement of applications to business
defined perimeter
Adherence to business
processes along the time
processes
In addition to “Time” and “Uptime” KPI classes we can
Impact analysis for process or task modifications
personalize the Effectiveness Services through “Savings”
Planned KPIs evaluations and medium/short forecast
Evaluation of new funciotnalities
KPIs:
Evolutive maintenance for adequating applications to
Savings on Accounts Payable
process/procedure adjustments
Savings on Procurement
Elevating the relationship to partnership, where Savings on Compliance
DocFlow receive a commitment for effective Savings on Customer Care
governance of delimited processes.
Savings on Recruitment
Savings on Product Development/Management
Savings on Investor Relationships…
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8. Effective Care Methodology
Technicalities and procedures for certainty in results
The Effective Care Methodology organizes Activities in Tasks, grouped in 3 distinct Plans:
Governance
Tasks to measure system effectiveness,
identify improvement areas
and suggest related evolutive initiatives.
Operations
Tasks for conducting the
architecture respecting the
time constraints and the
agreements defined.
Deployment
Propedeutical Tasks for defining engagement
rules, configure and build Effective care
model, roll‐out project results and organize
required knowledge base useful over the time.
time
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9. Action Plan
In order to evaluate Effective Care Services in
deep ask for a Discovery Day
You will evaluate Effective Care Services by your
context and perspectives, through the study of a
Use Case by which discover changing drivers and
estimate expected benefits
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10. Thank you
DOCFLOW ITALIA
GIUSEPEP DI DIO
for additional information
Partner & Service Divisio Director
TEL: 02 57 50 33 66
www.docflow.com
DocFlow Italia Spa – Centro Direzionale Milanofiori Strada 4 Palazzo Q8 – 20089 Rozzano MI Tel 02 57 50 33 66 Fax 02 57 50 33 69 marketing@docflow.it
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