The document outlines the knowledge management practices of a Pune-based product company founded by Vijender Singh, specializing in VPN and remote access products, with a last year's revenue of INR 40 crores. It describes the company's adaptation of Agile SDLC for software development and ITIL standards for service delivery, noting deviations to maintain low lead times and high client customization. Key changes include avoiding extensive documentation and structuring small teams for client service, reflecting the company's client-centric approach and workforce limitations.

1. KNOWLEDGE MANAGEMENT
By:
Nirmal Chhetri A 59

2. INTRODUCTION:
• Company under the study was started by Vijender Singh who
is a computer engineer from Pune University
• The company is located in the IT park of Baner, Pune
• Their last year’s revenue was INR 40crores
• It is a product based company which provides VPN products,
Remote Access Products and Virtualization of desktops and
apps products
• Their clients are mostly Non-IT companies of India and some of
the clients are MNCs
• Their USP is very low lead time and Robust software and
hardware products

3. Standard Industrial Practices Used in the Organization :
1) The company uses Agile Process for the software
development
Agile Process:
Agile SDLC(Software Development Life Cycle) model is a combination of iterative and
incremental process models with focus on process adaptability and customer satisfaction by
rapid delivery of working software product. Agile Methods break the product into small
incremental builds.
Advantages of Agile SDLC model:
• Customer satisfaction by rapid, continuous delivery of useful software.
• People and interactions are emphasized rather than process and tools. Customers,
developers and testers constantly interact with each other.
• Working software is delivered frequently (weeks rather than months).
• Face-to-face conversation is the best form of communication which promotes close, daily
cooperation between business people and developers.

4. AGILE SDLC MODEL:

5. 2)The Company Follow ITIL standard to provide best of its
service level to its clients
ITIL:
The ITIL (Information Technology Infrastructure Library) framework is designed to
standardize the selection, planning, delivery and support of IT services to a business. The
goal is to improve efficiency and achieve predictable service levels. The ITIL framework
enables IT to be a business service partner, rather than just back-end support. ITIL
guidelines and best practices align IT actions and expenses to business needs and change
them as the business grows or shifts direction.
ADVANTAGES OF ITIL:
• Manage business risk and service disruption or failure
• Improve and develop positive relationships with your customers by delivering efficient
services that meet their needs
• Establish cost-effective systems for managing demand for your services
• Support business change whilst maintaining a stable service environment

6. ITIL SERVICE OPERATIONS

8. Changes done in the mentioned practices to fit the organization better :
1) AGILE SDLC Model:
Changes Done:
• Documentation of backlogs(errors) is a very important step in agile model
But the company do not document the error instead they solve the error then
and there to save time as their usp is very low lead time
• The company lets the client to customize its product according to their
client’s use and hence the client is very much deep into the agile model
whereas in general customer or client is not very deep into model
• They also do not write any user story or use cases , but they do discuss these
cases and start working on them right away which helps them in reducing the
lead time as they are very customer centric.

9. 2) ITIL Framework:
Changes Done:
• The company has various levels of service to provide best customization of its products
to its clients but each client is handled by a small team of 4 people which includes
developer ,tester, project manager and a consultant whereas in ITIL the service team
must have many other key players like software architecture etc.
• They also work on every feature provided by the client and when the new features
are very large in number then they make a new release of the product whereas in ITIL
framework the company has to go through various level of request fulfillment , access
and change management etc.
The reason behind these changes are as follows:
1) The company is client centric and provide full customization of their products based
on their client’s requirements so it will not be easy to implement ITIL framework
extensively in the organization
2) The company workforce is of only 95 employees ,because of which they cannot
provide each level of service to its client mentioned in ITIL framework
3) The company also believes in delivering faster so implementing all these levels of
services might take more time which will increase the lead time

10. THANK
YOU