More Related Content Similar to Application Management and Support - Shared Services Featuring the Pay Per Ticket Model (20) More from Jade Global (20) Application Management and Support - Shared Services Featuring the Pay Per Ticket Model2. • All attendee phone lines are on mute
• Expand or collapse Attendee Control
Panes by clicking the +/- on the upper
left side of each pane
• With VoIP, audio quality can vary based
on your audio software/hardware
manufacturer and operating system
• To switch audio formats:
• In the Audio pane, select either “Use
Telephone” or “Use Mic &
Speakers”
• If switching to the telephone, be
sure to enter the Audio PIN noted in
your Control Pane
• Type questions into the Questions box
and click “Send”
© 2011 Jade Global, Inc. | 1731 Technology Drive Suite 350 | San Jose, CA 95110 | www.jadeglobal.com
2
Jade Global Confidential.
3. Bijal Shah
– Marketing Executive
408-899-7207
Manoj Machiwal
– Consulting Director
408-981-7068
© 2011 Jade Global, Inc. | 1731 Technology Drive Suite 350 | San Jose, CA 95110 | www.jadeglobal.com
3
Jade Global Confidential.
4. Current Challenges
• Challenges – AMS
• Challenges - Demand Fluctuations
• Challenges - Cost
AMS 2.0 Benefits
AMS 2.0 Engagement Models
AMS 2.0 Advantages
AMS 2.0 Winning Factors
Q&A
© 2011 Jade Global, Inc. | 1731 Technology Drive Suite 350 | San Jose, CA 95110 | www.jadeglobal.com
4
Jade Global Confidential.
5. • AMS need to keep pace with ever evolving business processes
• Technology growing obsolete with time
• Available AMS options (dedicated AMS team or shared services) -
effective but come with riders
• Seasonal and/or variable needs
• Various new IT initiatives, PoC, pilots, small improvement projects
etc., things can make the difference
• Dealing with sense of unknown and complex nature of expensive
new technologies within limited resources
• Limited Funding - New initiatives vs. AMS
© 2011 Jade Global, Inc. | 1731 Technology Drive Suite 350 | San Jose, CA 95110 | www.jadeglobal.com
5
Jade Global Confidential.
6. • Maintaining a team of expert consultants
• Building new competency
• Following processes and maintaining Service level
• 24 * 7 all through the year
• Inflexibility to do more within limited resources
© 2011 Jade Global, Inc. | 1731 Technology Drive Suite 350 | San Jose, CA 95110 | www.jadeglobal.com
6
Jade Global Confidential.
7. • Capability to address demand fluctuations in terms of ramp-up and
ramp-down
• Depth in team to address varying IT needs based on situation
• Ability to respond to complex scenario on short notice
© 2011 Jade Global, Inc. | 1731 Technology Drive Suite 350 | San Jose, CA 95110 | www.jadeglobal.com
7
Jade Global Confidential.
8. • Availability of trained consultant/experts to execute complex pilots,
large development work
• A methodology to address pilots, PoC, development work on need
basis, possibly within AMS
• Service model to address varying IT needs
© 2011 Jade Global, Inc. | 1731 Technology Drive Suite 350 | San Jose, CA 95110 | www.jadeglobal.com
8
Jade Global Confidential.
9. Today’s Challenge How we can help!
Based on a shared services model with focus on value than on
Captive resources
resources.
Seasonal use of applications leads to certain services being used
Seasonal use of applications only during specific periods. This requires added resources during
this time. Our services scale and de-scale as per users need.
Rapidly changing business
Our engagement models ensure that IT support keep on evolving
models vs. change in IT
as per changing business scenario
processes
Limited coverage across Our delivery model ensures that you get the support you need
geographies 24x7x365
As business models change, support requirements would also
Cost to benefit ratio takes a hit change. With our shared services model you can scale your
when scaling support services requirements with a fraction of the cost as compared to captive
resources
Addressing growing
requirements within/despite Jade offer a truly flexible and elastic AMS model
limited scope of AMS
© 2011 Jade Global, Inc. | 1731 Technology Drive Suite 350 | San Jose, CA 95110 | www.jadeglobal.com
9
Jade Global Confidential.
10. • Tool based tracking and reporting
• Offshore centric with onsite presence ensures round the clock
support
• Expanded service portfolio with a diverse pool of consultants
• Complete Oracle E-business Suite coverage, including DBA Support
with Business Intelligence (BI)
• Flexible coverage up to 24X7
• Financially backed SLA and process-based offering
• Pay per use model
• Easy to scale
• Effective resource utilization, lower overheads for the customer
• FAQ and issue information database leverages past experiences
© 2011 Jade Global, Inc. | 1731 Technology Drive Suite 350 | San Jose, CA 95110 | www.jadeglobal.com
10
Jade Global Confidential.
11. Model 1 – FTE Based
• Minimum 1 FTE, then multiple of 0.5 FTE
• 5 Tracks coverage for 1 FTE
• 8 Tracks coverage for 1.5 FTE onward
Model 2 – Service Requests Based, with Effort Specified for Enhancements
• 34 SRs per PM for support alone
• Various combinations of SR numbers and enhancement efforts
• Enhancement effort can be combined over a quarter for larger requirements
such as pilot, PoC, upgrade assessment, small upgrade, complex
development
• Quarterly revision of combination based on needs of each customer until the
right fitment is achieved
© 2011 Jade Global, Inc. | 1731 Technology Drive Suite 350 | San Jose, CA 95110 | www.jadeglobal.com
11
Jade Global Confidential.
12. Parameter Traditional AMS Shared Services AMS 2.0
Scope Coverage Y Y Y
24 * 7 * 365 Y Y Y
Demand Fluctuation N Y Y
Development Work Limited Limited Full
PoC, Pilot N N Y
Flexible and Elastic N N Y
Process Based Y Y Y
SLA Based Y Y Y
Skilled Resources Limited Limited Full
Breadth of services within Limited
N N Y
Scope
Tool Based Y Y Y
© 2011 Jade Global, Inc. | 1731 Technology Drive Suite 350 | San Jose, CA 95110 | www.jadeglobal.com
12
Jade Global Confidential.
13. • Choose the model on a per need basis
Consulting Approach • Revise the model based on past data and trends for best fit
• Freedom to choose
• Covers not just AMS, but smaller projects, PoC, Upgrade
Assessments, Custom Development from the effort base of
Do More With Less AMS
• No cap on enhancement request size
• SR and FTE based pricing, multi track coverage from 1 FTE
onwards
Flexible • Choose from the combination of enhancement and support
effort
• Based on your need, you can revise the model after a quarter
• Cover multiple types of development within enhancement effort
• Choice to combine enhancement effort for 3 months (1 quarter)
Elastic to address complex development needs
• Elasticity to take on bigger development work
© 2011 Jade Global, Inc. | 1731 Technology Drive Suite 350 | San Jose, CA 95110 | www.jadeglobal.com
13
Jade Global Confidential.
14. Your Long Term IT Services
Partner for Growth Onsite
• Planning • Requirements
• Assessment • Design
• Enterprise System Integrator • Strategy • Pilots
• Architecture • Training
• 100+ customers for over 10 years
• Oracle Platinum Partner
• Oracle Certified Accelerate Solution Boston, MA China
Provider
• Right sized with strategic Delhi, India
San Jose, CA
partnerships Pune, India
• Experience with Global
Implementations
• Global Delivery Capability – US, India • Prototyping • Conversion
and China • Proof of • Maintenance/
Concept Enhancement
• Right Shore Delivery Model • Development • Support
• Testing
• SAS 70 Type II Certified
Offshore
• Proprietary Solutions
© 2011 Jade Global, Inc. | 1731 Technology Drive Suite 350 | San Jose, CA 95110 | www.jadeglobal.com
14
Jade Global Confidential.
15. © 2011 Jade Global, Inc. | 1731 Technology Drive Suite 350 | San Jose, CA 95110 | www.jadeglobal.com
15
Jade Global Confidential.
Editor's Notes ROSAN:Hello everyone, and thank you for joining us today. Just a little housekeeping before we beginAt any time throughout the presentation and during the Q&A you can submit chat questions on your GoToWebinar consoleWhen we go to the Q&A if you would like your line to be opened simply “select “Raise Hand” on your GTW console and we will let you know when your line is opened.(NEXT SLIDE) INTRODUCTIONS…. ROSAN:A few introductions. My name is Rosan Primeau, Director of Marketing at USJadeI’m joined by Manoj Machiwal, Consulting Manager at USJade….The presentation will be approximately 35 to 40 minutes and the remainder of the hour will be Q&A. We are happy to talk to you at anytime after the meeting, so do not hesitate to contact us.NEXT SLIDE Example – Mainframe support, no one want to do, 11i getting obsolete Org need support during month-end, year-end, limited DBA support for fixed duration Refer Service Guide