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Managed services for SXE Installation
- 1. 1Copyright © 2016. Infor. All Rights Reserved. www.infor.comInfor Confidential Cloud Managed Services Application Management and Hosting Let Infor manage your software, so you can run your business
- 2. 2Copyright © 2016. Infor. All Rights Reserved. www.infor.comInfor Confidential Agenda Managed services Overview: Infor Services Service catalog People, locations & organization Customers references Amazon partnership Next steps Details of Services
- 3. 3Copyright © 2016. Infor. All Rights Reserved. www.infor.comInfor Confidential Infor Services 3,200+ consultants 1,200+ support professionals 9.1 Average years of experience 1M Knowledge base articles 3 COEs 600 consultants 4,700+ cloud customers 168 Countries supported 1,248+ go lives last year
- 4. 4Copyright © 2016. Infor. All Rights Reserved. www.infor.comInfor Confidential Customer intimacy, growth & scale 5,300 total staff worldwide NYC Headquarters COE Hyderabad COE Manila COE China OFF-SHORE Poland OFF-SHORE Mexico City Support staff on ground in 24 countries Work with customers in 168 countries
- 5. 5Copyright © 2016. Infor. All Rights Reserved. www.infor.comInfor Confidential What makes Infor Services different? Commitment to customer success End-to-end accountability Long-term partner Deep product & industry expertise Global footprint Access to innovation Proven methodology Implementation accelerators Reduced risk 1 Accelerated time to value 1 2 3 4 5 6 7 8 9 10
- 6. 6Copyright © 2016. Infor. All Rights Reserved. www.infor.comInfor Confidential Infor Services portfolio Deployment Services Advisory Services Managed Services Education Services Support Services • Implementation and upgrades • Cloud migration • Data migration • Testing automation • Performance optimization • Business consulting • Value engineering • Organizational change management • Application management services • Post production support • Process monitoring • Data lifecycle management • Classroom and virtual training • End user training • Education subscription • Infor cloud support center • Cloud Command Center (3C) • Flexible support options – enterprise, premium, and elite
- 7. 7Copyright © 2016. Infor. All Rights Reserved. www.infor.comInfor Confidential 7Copyright © 2015. Infor. All Rights Reserved. www.infor.comInfor Confidential Managed Services
- 8. 8Copyright © 2016. Infor. All Rights Reserved. www.infor.comInfor Confidential Need for Managed Services defined In-house Support No agreed SLA’s for Internal Support Challenges in recruiting, training and retaining IT staff Disparate teams/vendors supporting resulting in lack of accountability and slower response times Redundancy in processes with no innovation Lack of Root cause analysis and continuous improvements and optimization Managed Services Support SLA based IT support No challenges recruiting, training or retaining IT staff Efficient and single source for all support Ongoing YOY productivity gains with cost reductions with maturing processes Dashboard reporting and root cause analysis for continuous improvement in it and business processes
- 9. 9Copyright © 2016. Infor. All Rights Reserved. www.infor.comInfor Confidential Why Infor ? Lower, dependable, predictable cost Better service – single vendor solution: Maintenance, support, services, license One call for any problem: Direct access to Infor R&D & support Platform to support future business growth Three models: Remote, Onsite and Blended Get support on latest Infor product innovations
- 10. 10Copyright © 2016. Infor. All Rights Reserved. www.infor.comInfor Confidential Infor CMS vs. other service providers Infor CMS Proactive monitoring Deep original expertise on Infor environment Reliable and scalable support Infrastructure Knowledge sharing with State of art Infor Labs Deep understanding of future of technology and functionality upgrades Offers year on year productivity/efficiency gains Other service providers • Reactive Service • Support multiple ERP software (lack of Infor Specialization) • Relies on vendor partners for training, updates on future changes • Static service YOY levels • Lack of Innovation
- 11. 11Copyright © 2016. Infor. All Rights Reserved. www.infor.comInfor Confidential Investment return Staff savings Reduction in rehiring & training plus ongoing education costs Redirect staff undertake projects for which resources weren’t available Pay for what you need today with scalability in the future when your business supports it Hosting Same or less than on premise Customers told us that AMS has proven to reduce cost by 20-30% & provided an equal or higher service level than they could previously provide to their end users
- 12. 12Copyright © 2016. Infor. All Rights Reserved. www.infor.comInfor Confidential Infor Application Managed Services Infor manages the customers’ Infor applications in an environment where the customer is responsible for infrastructure management of their on premise hardware either internally or via a third party hosting provider. Infor Hosting & Application Managed Services Infor maintains the customers’ Infor application environment as well as the infrastructure management. Infor CMS services portfolio OR
- 13. 13Copyright © 2016. Infor. All Rights Reserved. www.infor.comInfor Confidential 13Copyright © 2015. Infor. All Rights Reserved. www.infor.comInfor Confidential Managed Services organization
- 14. 14Copyright © 2016. Infor. All Rights Reserved. www.infor.comInfor Confidential Organization overview Strategic, growing, stable, global SLA Based – Service Level Agreements Hundreds of dedicated employees around the world Supplemented by product specialist consultants 2600 customers Service level managers Team leads / queue managers Technical consultants (set up, dba, monitoring, etc.) Functional consultants (how to, trouble shoot applications) Programmers–address issues with enhancements or integrations
- 15. 15Copyright © 2016. Infor. All Rights Reserved. www.infor.comInfor Confidential Organization overview 900+ customers 400+ dedicated employees 13 main hubs Americas team EMEA team India team Philippines team China team Together we offer support up to 24x7
- 16. 16Copyright © 2016. Infor. All Rights Reserved. www.infor.comInfor Confidential Delivery center skills • Average length of service is 6 years • 26% employees = 10+ years • All project managers and managers are PMP certified Architects 5% Tech Consultants 49% Func Consultants 18% Sys Admin 15% Managers 6% Project Managers 3% Quality Analyst 4%
- 17. 17Copyright © 2016. Infor. All Rights Reserved. www.infor.comInfor Confidential 17Copyright © 2015. Infor. All Rights Reserved. www.infor.comInfor Confidential Services catalog for SXE Installation
- 18. 18Copyright © 2016. Infor. All Rights Reserved. www.infor.comInfor Confidential Services catalog Lower cost 24*7 global coverage Predictability in budgets Diversified skills SLA driven processes Infor knowledge & assurance Global delivery model with hybrid (onsite/offshore support) AWS global hosting capability Better service Application Management Proactive monitoring and health checks Patch/hot fix management Job, user, device management Monitoring Interfaces Data refresh Database admin Performance analysis, suggestion
- 19. 19Copyright © 2016. Infor. All Rights Reserved. www.infor.comInfor Confidential Support process Assessment Scope definition Hosting/ AMS proposal SLA & order Transition project Execution Reporting Service review
- 20. 20Copyright © 2016. Infor. All Rights Reserved. www.infor.comInfor Confidential USA Shift Hours (Onsite 8x5 ) GLOBAL Delivery Center Shift Hours ( 24x7) Shift hand over in a global operating model Check all critical issues ticket Review all critical / interfaces / escalated issues Mail handover template to new shift Current team working on the issue Shift handover starts Move all identified issues in handover template Current support team escalation • Team lead re-prioritize issues Review all the issues from handover template Escalation reported in handover issues Team started working on the assign issues Ticket fixed and closed Current support team sets up stand up meeting with next support team during overlap hours Assign critical issue to team members NO YES
- 21. 21Copyright © 2016. Infor. All Rights Reserved. www.infor.comInfor Confidential 21Copyright © 2015. Infor. All Rights Reserved. www.infor.comInfor Confidential Hosting AWS partnership
- 22. 22Copyright © 2016. Infor. All Rights Reserved. www.infor.comInfor Confidential Why partner with AWS? IAAS market leader for the 6th time in a row • 10x more computing capacity than the remaining 9 evaluated competitors have together • >100% growth yoy • ~75% IAAS marketshare AWS again are the leader of the pack with more than 10 times the computing capacity over all of the other 9 evaluated competitors together.
- 23. 23Copyright © 2016. Infor. All Rights Reserved. www.infor.comInfor Confidential 23Copyright © 2015. Infor. All Rights Reserved. www.infor.comInfor Confidential Next steps
- 24. 24Copyright © 2016. Infor. All Rights Reserved. www.infor.comInfor Confidential Next steps Assess current environment Designate staff to work with us to determine current product set & baselines: • SLA performance • Incident statistics • Modifications to base software and documentation Prepare proposal
- 25. 25Copyright © 2016. Infor. All Rights Reserved. www.infor.comInfor Confidential Copyright © 2015. Infor. All Rights Reserved. www.infor.com 25Infor Confidential Thank you
- 26. 26Copyright © 2016. Infor. All Rights Reserved. www.infor.comInfor Confidential Copyright © 2015. Infor. All Rights Reserved. www.infor.com 26Infor Confidential Details of Services Appendix slides
- 27. 27Copyright © 2016. Infor. All Rights Reserved. www.infor.comInfor Confidential Technical application administration services • Manage multiple environments, production, test, development, QA, training • Proactive monitoring and reporting – Critical parameters, services, integrations etc. • Ensure upkeep of customer’s Infor application platform • Log file clean up, System housekeeping • Supporting user, job, device management related issues • Monthly maintenance window • Trouble shooting, fixing technical incidents related to Infor applications • System health checks • Hotfix, service pack, patch deployment • Change and software configuration management • Data refresh between environments • Tool set, application platform upgrades • Archiving • Load tests, performance analysis and tuning
- 28. 28Copyright © 2016. Infor. All Rights Reserved. www.infor.comInfor Confidential Database administration services • Capacity management • User administration • Managing table spaces, permissions • Start up, Shut down DB services • Performance monitoring • Reviewing DB stats, take corrective action • Check and re-organize DB on need • Modify storage parameters on rapidly expanding objects, compress on need • Add additional data files as necessary • Maintenance of archive logs • Help define back up policy and monitor the backups • If any restoration is needed, can be done on critical need
Editor's Notes
- Disruptive Cohesive team with shared vision Headquartered in New York’s Silicon Alley Expanding and modernizing products
- Solution Definition: What comprises the suite in terms of functionality and benefits Pricing and Transaction: How the pricing will be calculated and transactions handled Sales & Delivery Process: How the deployment works Demand Gen & Sales Content: What’s available to help you build opportunities and have strong sales cycles Q&A
- Key Talking Points: We offer the scale, experience, and resources needed to support a diverse customer base. Our breadth and depth of experience – both with Infor’s broad product portfolio and the industries we serve – are unmatched. The following are some key messages about the who, why, what, and where of Infor Services: Who? Infor Services is a group of more than 5,300 professionals globally who partner with our customers at each stage of their engagement to accelerate their success and optimize the value of their investments. Experienced and seasoned, these individuals offer deep expertise in both Infor’s solutions and the industries we serve. Strategic thinkers, problem solvers, hands-on doers, sounding boards, and occasionally even hand-holders, they draw upon the power of Infor’s resources to ensure our customers’ long-term success. Why? The sole purpose of the Infor Services organization is to ensure our customers realize value from their Infor software investments. We have end-to-end accountability for helping our customers drive business transformation and achieve their objectives, and we’re passionate about making our customers outrageously successful. Their success is the yardstick by which we measure our own. Where? Infor Services has 5,300 professionals that support customers in 168 countries, including over 1,200 go-lives in the last year alone. Collectively, these individuals offer the broadest support available for Infor’s broad product portfolio, combining local country and language support with deep technical and industry expertise. Our goal is to be wherever our customers need us and ensure their success can extend into any new countries, markets, or industries they wish to pursue.
- Key talking point: Global scale and proven processes allow us to deliver high quality, affordable projects and support anywhere in the world. Infor Services places a major emphasis on being close to our customers and resourcing ourselves in a way that supports the global nature of business today. Our NY headquarters, located in Silicon Alley, serves as a source of inspiration and innovation. Our near shore centers and Centers of Excellence allow us to automate processes, speed delivery, and execute quality projects in a cost-effective way, anywhere in the world. We have support professionals on the ground in 28 countries. And we delivered projects in 168 countries in the last year alone. We’re not stopping there. We recently acquired Merit – a world-class M3 implementation partner focused on the Nordics – and will continue to look for more opportunities to expand the support we provide for our global customer base.
- Key talking points: Infor services is uniquely qualified to help customers reduce risk, achieve customization-free deployments, continually optimize their systems, and maximize return on their investments. The following are the top 10 reasons customers should choose Infor Services as their partner: 1.) Commitment to customer success – The Infor Services team fosters an environment where customer success trumps all. Your success is our success, and we are committed to exceeding your expectations and earning your loyalty every single day. 2.) End-to-end accountability for your success – The sole purpose of the Infor Services organization is to ensure you realize value from your Infor software investments, and we have end-to-end accountability for helping you achieve your objectives. You get access to a worldwide community of experts across all disciplines who are committed to your success. 3.) Dedicated service delivery managers – As an Infor customer, you’ll be assigned a personal service delivery manager who will work with you to understand your business and your goals, act as a single point of contact for resources across the organization, and serve as a long-term strategic partner. 4.) Deep product and industry expertise – The average Infor Services team member has 10 years of experience with the product and industry he or she supports. We know how to deploy systems so they work for your environment and see problems before they occur. Why? Because we’ve done this work before – hundreds of times – for organizations just like yours and have very often walked a mile in your shoes. Many Infor Services team members are former customers themselves. 5.) Global footprint – With 5300 professionals supporting businesses in 124 countries, Infor Services is ready to support your business wherever it may go. 6.) Access to innovation – Infor has a strong commitment to on-going innovation, investing over $500B in R&D and delivering over 1000 product enhancements in the last five years. The Infor Services team serves as your access point to fresh thinking and the latest ideas on how technology can be used as a competitive advantage. 7.) Proven methodology – Infor Services assures quality implementations with governance, quality control, and certified industry-specific best practice procedures through the Infor Deployment Method. Our consultants are trained and certified on this methodology to ensure they can carry out the highest quality projects with the lowest degree of risk. 8.) Implementation accelerators – No one knows Infor’s products better than the Infor Services team, and we use that knowledge to deliver a key benefit to our customers – speed. Developed using best practices for successful implementations, our automated deployment processes and implementation accelerators shorten deployment time and help you achieve a more rapid return on investment. 9.) Full services provider – Infor Services is your one stop shop for everything you need to realize value from your Infor Software investments. Our deep understanding of Infor’s product portfolio and ability to support every aspect of your deployment, from change management and performance tuning to business consulting, are unmatched. We also offer a great deal of flexibility. You can pick and choose the services you need or use us end-to-end. We’re committed to supporting whatever is best for your business. 10.) Accelerated time to value – Getting a fast return on your technology investments is critical, and the Infor Services team has decades of experience with helping customers accelerate their time to value. We work with you to achieve a standard implementation that can be deployed quickly, while also lowering total cost of ownership and setting you up for long-term success. We also partner with you to give end-users the skills, knowledge, and confidence to get your system firing on all cylinders as quickly as possible. Uniquely positioned to support transformation globally
- Key talking points: Comprehensive set of services Designed to meet our customers’ need at every stage of their engagement Allows us to provide whatever level of support our customers require Deep experience – product, industry, cloud, global Goal is to accelerate adoption and optimize ROI The Infor Services group offers a comprehensive set of services designed to help our customers make technology a competitive advantage. Our goal is to not just meet our customers’ needs but also anticipate them, providing them with solutions to problems they never knew they had and opening their eyes to opportunities for innovation that Infor’s product and industry expertise and breadth of resources empower us to see. We deliver on this vision by offering services that surround customers with everything they need to be successful
- By working with Infor Public Sector, we can bring it all together for you and become a true technology partner.