SVAM provides managed IT services such as application development and maintenance, remote infrastructure management, and database administration. It utilizes an onshore-offshore delivery model called CorrectShoreSM to deliver these services at a lower cost while maintaining quality. SVAM has experience across various technologies and works with clients in industries such as telecommunications and manufacturing.

1. Global Delivery Customer Focus Business Automation
Managed Services

2. SVAM Managed Services
Contents
Corporate Overview
Key Partners
Managed Services
• Introduction
• Services Offered
• Engagement Approach
• Execution Approach
• Service Delivery
• Governance
Clients

3. SVAM Managed Services
Corporate Overview - History
1994 1998 2000 2003 2007 2009

4. SVAM Managed Services
Corporate Overview – Value Proposition
Clients choose SVAM for the trust we engender, the results we achieve, our commitment to their
success, and the experience we create by the way we work with them.
We enable our clients to leverage technology for business excellence by providing :
 Creative solutions at an optimal cost of ownership
 Experience in getting the best value from technology investments
 Talented people, proven processes, and the right technology
 The ability to scale while retaining client flexibility
Our teams leverage innovative thinking, a systematic approach, and disciplined deployment to deliver
superior returns.

5. SVAM Managed Services
Corporate Overview – Global Presence
New York, USA
San Diego, USA
Ciudad Victoria, Mexico
Delhi, India

6. SVAM Managed Services
Corporate Overview – Correct ShoreSM Model
Client Company
Client’s Project Manager
SVAM Correct ShoreSM delivery model delivers all the benefits
and advantages of Global delivery models. Our blended team
SVAM ONSITE (US)
approach is relevant across many types of engagements. The
project team leadership works on-site with the client team Project Manager Technical Architect
throughout the engagement. • Customer Communication
• Project Management
As appropriate, the offsite/offshore team may travel to the • Requirement Management
• Risk Management
client’s location to kick off the project, then return to their • High Level Design
• Acceptance testing
development center while maintaining the lines of
communication and relationships built while onsite. This
creates both a high-touch and high-tech project experience. SVAM NEAR SHORE (Mexico) SVAM OFF SHORE (India)
With development centers in New York, Delhi, and Victoria, • Detail Design • Detail Design
Mexico; SVAM can offer clients cost effective solutions through • Development • Development
• Documentation • Documentation
a blend of engagement models: • Testing • Testing
• On-site
• Off-Site
• Off-site + Off-shore
• On-site + Off-site + Off-shore
• On-site + Off-site + Off-shore + Near-shore

7. SVAM Managed Services
Corporate Overview – Technology
We Have a Proven Track Record Across A Wide Range Of Technologies
Operating System
Operating Systems
Windows
Platform Linux/ Unix/ AIX Databases
Platforms Databases
.NET SQL Server
J2EE Oracle
Open Source DB2/ UDB
Packages
Languages
Languages Packages
SharePoint, SAP
C++, C#, JavaScript
Tech Components FileNet, Vignette
VB, VB.NET, PERL Tech Components
Saperion, PeopleSoft
Apache, Cold Fusion
Weblogic, WebSphere
PHP, MySQL, Python

8. Corporate Overview
Technology Partners

9. SVAM Managed Services
Application Development & Maintenance – Service Offerings
LEVEL 1 LEVEL 2 LEVEL 3
Break Fix Enhancements New Development
• Base offer level within • Includes the Break Fix • Includes the Break Fix
SVAM Managed service in Level 1. service in Level 1 and
Services and provides Enhancements in Level
monitoring of your • Extend the functionality 2.
applications. to meet customer and
market needs. • Major functional
• Designed to additions to the
proactively monitor the • Includes requirements application’s feature set.
health of your entire determination, developm
• Includes requirements
application’s ent, testing and
determination, architectu
environment. deployment.
re, development, testing
and deployment.
• Return Applications to
full availability

10. SVAM Managed Services
Application Development & Maintenance – Benefits
1. Reduce total cost of ownership for application management by 20 to 50 percent.
2. Improve maintenance support and enhancement productivity by 20 to 30 percent.
3. Improve service execution through over 99 percent achievement of critical service levels.
4. Improve application availability through over 99 percent uptime.

11. SVAM Managed Services
Remote Infrastructure Management – Service Offerings
ALERTS RESOLUTION MANAGEMENT ADD - ON
SERVICES
• Remote monitoring • 24x7x365 remote • End user support
of networks, resolution • Patch management • Troubleshooting &
systems • Service desk • Vulnerability Repair
and applications access scanning • Virus & spyware
• 24x7x365 fault, with named • Asset tracking issues including OS
performance and escalation • SQL and • Software support
security alerts manager Microsoft® • Data migration
• Monthly reporting • Monthly on-site Exchange support • Data storage &
by email support hour credits • Quarterly planning backup
• Annual planning • Installation
session and • Network
assessment assessment
& design
• Security
assessment
& design

12. SVAM Managed Services
Remote Infrastructure Management – Benefits
1. Lowers operational costs, typically by at least 20%, with minimal up-front costs
2. Includes comprehensive monitoring and management solutions for server, storage, network and
middleware
3. Offers both agent and agent-less approaches depending on your requirements for advanced
management function
4. Improves infrastructure availability with 24x7 proactive monitoring
5. Provides real-time reports, automated notifications and alerts
6. Gives you access to the right combination of specialized remote competency centers and on-site
capabilities

13. SVAM Managed Services
Database Administration Management – Service Offerings
BASIC SERVICES PREMIUM SERVICES
• Monitoring & Issue Resolution • Technical Architecture & Design
• Maintenance • Hardware Sizing & Capacity
(General, Weekly, Monthly) Planning
• Patch Application • Oracle Database & Applications
• Performance Monitoring & Tuning (eBusiness Suite) Upgrades
• Database Security • Single Sign-On Solutions
• Backup Scheduling & Monitoring • Infrastructure Setup (Design to
• Database Refresh GoLive)
• Code Migration • Real Application Cluster & Cluster
Setup
• Logs Maintenance
• Data guard & Disaster Recovery
• DB Health Check
• Recovery Solutions
• Purging & Archival Solutions

15. Phase I
Kickoff
2-6 weeks
• Engagement definition Phase II
• Identify critical functions Transition
• Initial SLAs
• Roles and responsibilities 6–12 weeks
• Project management
• Risk mitigation plans • Knowledge transfer Phase III
• Client engagement model • Implement processes Execution
• Capturing metrics
• Kickoff validation Ongoing Engagements
• Implement reports & SLAs
Phase IV
• Execute to SLAs
Continue to support and Roll-off
• Dashboard reporting
maintain current operations • Continuous improvement Optional
• Client status meetings
• Steering committee • Renewal
• ROI and TCO new projects • Retirement
• SLA evaluation quarterly • Rewrite
Continuous Optimization

16. Phase 0 : Assessment
Objectives weeks
1–3
– Determine priorities, scope and
business objectives without
affecting current operations
Activities
Require designated person from Finance,
HR and IT;
Meetings are confidential and performed off-
site.
– Inventory applications
– Analyze current support model
– Determine support costs
– Review of current reports
Deliverables
– Application support improvement
plans

17. .
.
Offshore Delivery Center (India/ Mexico)
Onsite
 Program Management
 Project Management
SUPPORT
SVAM  Knowledge Management
 Knowledge Transfer
 Prioritization and assigning  Planning
SUPPORT
tickets  Statement of Work
Knowledge Transition
 User Relationships  Contract Negotiation
Maintenance / Enhancements
DEVELOPMENT  Relationship Management
Performance SLAs & KPIs
 Requirements
DEVELOPMENT
 Acceptance Testing
Technical Design
 Status Reviews
Coding & Unit Testing
 Client Sign-off
System & Integration Testing
Documentation
17

18. Kickoff Planning (X wks) KT & Shadow Support (Y wks) Ongoing Support
Knowledge
Initiation Shadow Support Stabilization
Transfer
Transition Acquire
Stage 1
Planning Knowledge
New Team Moves to Front
• Business Deliver Support
Current Services from Onsite/
Onsite / Offshore • Process
Services Offshore
Resources • Technical Stage 2
Fully
Ramp-up SVAM Current Teams Provide Support
Onsite by Cutover Activities
Client
Methodology
Establish
Continuous
Customized KT
Improvement
Process • Self Study Stage 3
KT Kickoff • Classroom Phased Move to Off Shore
• Testing
Infrastructure • Joint Workshops
Set up
Client SVAM Team Offshore Onsite

19. Steering Committee
SVAM Senior Management Meeting : Quarterly Client Senior Management
SVAM Key Executive Sponsor Engagement review, Strategy & Key Executive Sponsor
Business Transformation initiatives,
Approval of changes and policies
Relationship Management
Meeting : Monthly
SVAM Account Manager Program Review , Delivery Excellence Client IT Sponsor
SVAM Program Director SLA/Metric tracking, Risk Management Client Engagement Manager
New Opportunities
Value Register, Customer Delight
Execution Management
Meeting : Weekly
Project Status and Tracking, SLA and Metric Client Project Managers
SVAM Project Manager Tracking , Operation Issues, Delivery Local Business Owners
Coordination ,Issue Consolidation and
Tracking , Resource Management, Tactical Control,
Change Management

20. Weekly Tickets Report: Statistics on number of incidents handled during the week & their status
New Issues this week
Carry Forward
Incidents Total Total Issues handled
App 1 App 2 App 3 App 4 Issues
Issues
Received Issues 18 2 0 0 20 3 23
Resolved Issues 15 1 0 0 16 2 18
Issues on Info Required 1 0 0 0 1 27 28
Net Backlog 2 1 0 0 3 1 4
Monthly SLA Report- Monthly dashboard for Monthly SLA Report- Monthly dashboard for
number of tickets where Service Level number of tickets where Service Level
Agreements address Response time Agreements address Resolution time
Ontime and Response Breach Status Ontime and Fix Breach Status
25 35
20 30
0 0 0 0
15 25
10 0 20 0
18 16 16 0 0 16 0 15 0 0 0
5 0 0 11 9 0 9 0
0 4 6 7 6 4 10 0 18 0 0
0 2 0 0 11 15 16 0 16
5 6 6 9 7 0 9
0 0
2 0
2 5 0
1
OnTime Response Breached
OnTime Fix Breached

21. Escalation Model
Events Causing Issue
Issue Identification
By The Support Team Escalation
Issue Logging And Executive Sponsor Level 3
Classification
Classify The Issue
Impact Analysis And Identify Escalation
Account Manager Level 2
Issue Resolution
Study Impact Of Issue And
Identify Issue Resolution
Review The Issue, Impact And Escalation
Resolution Program Director Level 1
Review The Resolution Within
Client And SVAM Team Discuss
The Team
Issue Resolution
Project Manager Issues
Review The Impact, Resolution
With Client Resolution
Identified
Approval Of Issue Resolution From
Client / Resolution Implementation Client Approves Issue
Resolution / Implement
Yes
Issue Closed

22. Potential risks causing service disruption, delays
and increasing support costs
Identification
Communicating risks and • Impact (low, moderate,
corrective action plans to significant, severe)
Communication
all stakeholders Assessment • Probability (high, medium, low)
• Trends (improving, steady,
down, deteriorating)
• Regular Monitoring • Strategy
• Action Driven Tracking Mitigation
• Plan
• Status updates • Roles and
Responsibilities

23. Impact if realized ...
Low Moderate Significant Severe
Is Not likely to impact end Will delay end date by up to Will delay end date by more
Potential Schedule May impact end date; some
date; no dependencies 2 weeks; some critical path than two weeks; severe
Impact dependencies impacted
impacted dependencies impacted. impact to critical path
Current staffing can May require increase in Likely to require increase in Likely to require increase in
Potential Resource
accommodate or no cost staffing <10% or relatively staffing >10% or significant staffing > 25% or major cost
Impact
impact to Client slight cost impact to Client cost impact to Client impact to Client
Not likely to impact May impact project quality Likely to reduce project Will definitely reduce
Quality Impact
project quality but reversible quality project quality
Significant increases to Significant impact to scope;
Minor changes to scope;
Insignificant change to scope or delivery of reduced does not deliver business
Scope Impact not impacting business
scope functionality, reducing value within the timeframe
value
ultimate business value expected
Improving Steady Down Deteriorating
Trend Improving position;
No change in Approaching more Rapidly moving
Status Moving up towards
position risky level towards riskier level
less risky level

25. SonicWALL designs, develops, manufactures, and sells network security, content security, and business
continuity solutions worldwide. In a very competitive industry, SonicWALL wanted deeper insight into
the profit dynamics of the business, and how operational excellence could make an impact.
Challenge
SonicWall had ERP and CRM platforms that are functionally rich and integrated, but the IT team was fully
committed to supporting that environment for ongoing activities. They could not have the capacity to
create a robust business intelligence platform to yield the desired insight.
SVAM’s Solution
SVAM built and continuously enhanced an Enterprise Data Management platform for robust yet easy to
use performance management. The system is built on .NET technologies and makes extensive use of
the Qlikview Business Intelligence Tool. The SVAM team took an agile development approach that
permitted the client to experiment with innovative ideas and deploy those that created the most value.
Results
The BI solution was so successful that it was deployed among the senior leadership throughout the
company. In a subsequent phase, SVAM integrated the platform with a business process management
engine to integrate operations, and with the corporate SharePoint portal to foster greater collaboration
throughout the company.

26. The Enterprise Mobility Division asked SVAM to improve service levels and reduce expenses in
managing a suite of applications and the supporting infrastructure. SVAM provides managed services
teams onsite and offshore.
Challenge
The applications portfolio includes disparate but integrated solutions:
 Dispatch for Windows (DFW), a group of custom applications, serves as the customer interface for
accessing Motorola’s service functions
 ViryaNet, a COTS solution that provides Customer Service
 Clarify, a CRM application for Service Center and Field Service
 Actuate, Centralized Reporting for the Enterprise Performance
 Production Support, including System Admin, Network Engineering, and DB Admin
SVAM’s Solution
SVAM applied its CorrectShoreSM model to staff a distributed team onsite and offshore to deliver ADM
and infrastructure services at a very attractive price while delivering top flight service.
Results
The applications suite has an unrivaled reputation with Motorola’s business leaders and customers for
creating high service levels.

27. The world’s second largest fragrance and flavors creator, a $2B global company, needed to manage
infrastructure by simultaneously taming costs without compromising on quality. They also needed to
rapidly implement a document management system integrated with SAP.
Challenge
The document solution required integration across multiple continents and service providers:
 Implement the Saperion document platform in less than three months
 Integrate with data created by a BPO partner
 Take over support for a legacy Lotus Notes that links to the new system.
SVAM’s Solution
SVAM deployed a local team to work closely with client business and technology leaders, along with
vendor product experts, to implement the system rapidly. We then continued onsite and offshore support
for Notes as client teams redeployed to strategic areas.
Results
SVAM delivered world-class solutions at significant cost advantage via process and resource
management expertise based on experience with other global clients. We became integral with the
client’s IT “chemistry” leveraging SVAM’s CorrectShore TM model.

29. State of Connecticut

31. Q
A

32. Your feedback is very important to us, please contact
us for more information and feedback
Email : feedback@svam.com
Phone : +1 (516) 466 6655

33. Global Delivery Customer Focus Business Automation