IT Application Services & Management | SoftClouds

|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
.IDEAS
.INNOVATIO
N .INSPIRATION
SoftClouds
IT Application Services &
Management | Expertise

About Us
Founded
2005
Other Locations
Hyderabad, India
Delhi, India
Tokyo, Japan
Headquarters
San Diego, CA
Target Market
Majors & Enterprise

Industry Focus
Financial
Hospitality
Healthcare
Technology Airlines
Consumer
Goods
Engineering
& Construction
Industrial
Manufacturing
Communication
Automotive
Utilities
Diversified

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

LOYALTY CLOUD
IDENTITY CLOUD
ANALYTICS CLOUD AUTONOMOUS
DATABASE
CX Expertise

Integrations

Our IT/IS Capabilities
• Infrastructure Services
• IT Services
• Network Security
• DevOps
• Knowledge Management
• Application Management Services,
Maintenance & Support
• Migration Services
• Database Services

Infrastructure
Cloud & On-Premise

Infrastructure Services
Cloud Services On-Premise Services

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)

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

IT Services

Our IT Services Capabilities
Server Administration
Installation, Upgrade &
Patches
Backup & Disaster
Recovery Plan
Network Engineering
Design & Strategy
Project Management
Consulting Services

IT Services - Server
Administration
• Server Health Checkup
• Server Hardening
• Server Logging – Automation &
Monitoring
• Server Administration
• Managing Application & Database
Servers

IT Services -
Installation, Upgrade
& Patches
• Installing & Configuring Software
• Hardware & Networks Setup
• Hardware & Software Inventory
Management
• Applying Latest Patches & Software
Updates

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

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

IT Services – Design &
Strategy
• Business Process & Application
Solutioning
• IT Servicing
• Design & Implementation
• System & Integration Testing
Optimization

IT Services - Project
Management
Solutioning for:
• IT Governance
• Financial Management
• Operations
• Security
• Risk Management
• Applications Development &
Innovation

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

Network Security

Our Network Security Capabilities
Security
Patches
03
Firewalls
02
Device
Hardening
04
Network
Security
01
Network
Encryption
05

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

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

Network Security -
Security Patches
• Improve Security
• Minimal System Downtime
• Reduce Vulnerability to Cyberattacks
• Protection of Customer Data
• Maintain Private Network

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

DevOps

Our DevOps Capabilities
Continuous Integration
Continuous Delivery
Continuous Deployment
Continuous Monitoring
Containerization
Automation Tools
Collaboration

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

DevOps - Continuous Delivery
• Incorporates concept of continuous
Integration & automated testing
• Test-driven deployments
• Testing tools
• Selenium
• jMeter

DevOps - Continuous
Deployment
• Deploy tested applications on production
server
• Rolling & green-blue deployment strategies
• Use CM & containerization
• Puppet
• Chef
• Ansible
• Kubernetes
• Terraform
• Cloud Formation

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

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

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

DevOps - Collaboration
• Developers & IT Ops to work together
• Seamless delivery of applications
• Centralize incident information & development
workflows

Knowledge Management

Our OKM Capabilities
Server Maintenance
Application Enhancements
Quarterly Checks
Reporting
Production Support
Server Monitoring
Discovery & Review
Business & Technical
Support
Search Package
Transformation Services

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

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

OKM - Production Support
• 24x7 support of production OKM system
• 8x5 support of non-production environments
• Server & application monitoring
• Issue troubleshooting resolution & identifying
product defects

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

OKM - Reporting
• Monthly, Quarterly, and Annual OOTB and
custom Reporting on OKM Performance
• Content, Search and User reports

OKM - Quarterly Checks
• Overall Health Check
• Dictionary Tuning
• Database Refresh From Production to Non-
Production
• Application performance evaluation

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

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

OKM - Application
Enhancements
New enhancements like:
• Application improvements
• UI improvements
• Integration with other sub-systems

OKM - Transformation
Services
• Industry standards & transformative
recommendations
• Apply best practices
• Education & knowledge sharing

AMS Maintenance & Support

Application Management
Services –WHY?
Services Enhancement Production Support
Improved Productivity Application Management
Improved Operational Efficiency Multi-Level Support

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.)

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

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

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

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.

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

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

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

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

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

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

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%

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)

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

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

“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

Migration Solutions

Migration Solutions
• Migration
• On-Premise to Cloud
• Cloud to Cloud
• Hybrid Cloud
• Data Migration(Import/Export)
• Business Process Enablement
• Customization

Database Expertise

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

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

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

Innovations
Expertise
Solutions
SoftClouds
Innovators Strategic Thinkers Technical Architects
Solution Providers

Thank You

Brian J. Friedman
GVP – Global Strategic Sales
415.378.7400
brianf@softclouds.com
www.softclouds.com

IT Application Services & Management | SoftClouds

More Related Content

Similar to IT Application Services & Management | SoftClouds

More from SoftClouds LLC

Recently uploaded

IT Application Services & Management | SoftClouds