View
3.545
Download
1
Category
Tags:
Preview:
DESCRIPTION
GSS America extends support for Application Development and Maintenance initiatives and helps customers focus on their strategic priorities. The cost effective AMS solutions from GSS ensures that customers achieve significant savings on running their business operations, so that they can channel these savings towards new product development initiatives that contribute to additional revenue generation.
Citation preview
© This document contains confidential and proprietary information of GSS America. It is furnished for evaluation purposes only. Except with the express prior written permission of GSS America, this document and the information contained
herein may not be published, disclosed, or used for any other purpose. | www.gssamerica.com
Application Management Service Offerings
Agenda
Service Offerings
Technology Landscape
Value Added Services
Transition Framework
Service Delivery
Methodologies, Estimations, Team Structure and Governance
Configuration, Change & Release Management Process
Engagement Models and Pricing Models
2
GSS Service Offerings in Application Management
Technologies SupportedIBM Mainframe, JAVA, Microsoft Technologies
Service Enablers
Estimation
Requirements Management.
Build/Release Management
Project Management
Governance Framework
Configuration Management
Quality Management
Metrics/ SLA Management
Training
Knowledge Management
Application Development
Transition Service DeliveryOutsourcing
AnalysisValue add Services
Custom Application
Development
Application Transformation
Application Migration
Database Migration
Reverse Engineering
Service Enablement
Application Maintenance &
Support
Regression Testing
Performance Testing
Functional Testing
Test AutomationTesting Services
Portals MS CRMMobile
Applications
Technology Spread - Areas of Competence & capabilities
Core Development Competence – Our Mainstream Technology Focus
Microsoft Technology Competence.NET Framework 3.5/ 4.0, WPF, WCF, WWF, Windows Mobile SDK , ATLAS(Ajax) , Silver light 2.0
J2EE CompetenceJDK 1.6, Java EE 6. JSP2.0, Servlets3.x,POJO , ejb3.0, Hibernate 3.0,JSTL,Spring3.0, Struts2.0, DOJO, Flex 3,Adobe AIR , Blaze DS, J2ME,JSF2.0, JSR 168
Mainframe Competence
IBM Mainframe, CICS/DB2, AS400
3rd Party Tools & Technologies
Infragistics GUI, Skelta WF, Amberpoint, Pega Rules, Axis 2.0
Application oriented Technologies – Our extended Technology focus
SaaS & Cloud APIsAmazon EC2, Memcache, Hadoop Mapreduce, Google Apps & GWT, Ms-Azure, Akamai, force.com
Mobile Platforms / APISWin Mobile 6.5, Andriod, RIM API
Portal TechnologyMOSS 2007, DotnetNuke, Liferay5.x IBM ,WebSphere Portal Server V 6.x, Jboss Portal 2.x
Middleware TechnologiesIBM MQ Series, Ms Biztalk 09, Mule ESB, Tibco Business Works, Tibco I Process, IBM Web Sphere Process Server v 6.x, IBM Web Sphere Message Broker V 6.x , MSMQ
BI AnalyticsCognos, Weka, Business Objects, Jasper, Pentaho
Server Stack CompetenciesWebserversIBM WAS 7.x , IIS 7, Oracle WebLogic AS , Tomcat 6.x, Apache, Jboss 4.x
DatabasesOracle, SQL Server, My-SQL, DB2
OSLinux, Windows Server 2008, Mainframe Te
chn
olo
gy
Go
vern
ance
Fra
mew
ork
Eng
inee
ring
& L
ife-c
ycle
Too
lsA
rch.
Sta
ndar
ds &
Des
ign
guid
elin
esF
ram
ewor
ks &
Sol
utio
n A
ccel
erat
ors
LegendIndicates‘As-is’ Capability
IndicatesProposed Capability
4
Application Development Services
Custom Application Development Portals Mobile Applications
• Legacy Applications
• Web Applications• Client Server• Desktop• Web Services• Reporting• Integration
• Custom Developed• Collaboration• Content
Management
• Windows Mobile• IPhone• Bluetooth • GPRS • GSM• 3G• SMS • MMS
Application Maintenance Services
Maintenance
• Bug Fixes
• Minor and Major Enhancement
• Performance Monitoring and
Tuning
• Database Support & Maintenance
• Configuration & Release
Management
• Applications Deployment
• Backup and Restore
• User & Technical Documentation
Production Support
• L0 - Help Desk
• L1 – Application Support
Application Transformation Services
Application Migration Database Migration Reengineering
• Power Builder
to .NET or J2EE
• ASP to ASP.NET
• Visual Basic to .NET
• FoxPro to .NET
• COBOL to .NET or
J2EE
• Access to SQL Server
• SQL Server to Oracle
• DB2 to SQL Server or
Oracle
• File Based System to
DB2
• File Based System to
SQL Server
• Reverse Engineering• Service Enablement
Value Added Services
Some of the Key Value Added Services include
1. Application Documentation
2. Application Productivity Improvements
3. Application Performance Tuning
88
Transition
Transition Framework
KT & Shadow Support
Due Diligence
Steady State &
Optimizing
Due Diligence and Initiation Transition Planning
Ramp-up GSS America
Onsite/Offshore Resources
Establish Customized KT
ProcessKT Kick off
Infrastructure Set up
Knowledge Transfer
Acquire Knowledge • Business • Process • Technical
KT Techniques • Self Study• Classroom and Discussion• Joint Workshops
Review & Refine Processes
Shadow Support
Stage 1• Discuss Tickets,• Understand Applications,• KT to offshore
Stage 2• Fix Low Criticality Problems,• Interact with Client users, Involve offshore in
tickets/problems
Stage 3• Fix all defect types, Discuss
solutions with incumbent team
Stabilization
Customer Support Team GSS America Team Offshore Onsite
Current ServicesBy Customer /
Incumbent Support Team
Deliver Support Services from
OffshoreCut Over Activities Continuous
Improvement
10
Assessment Parameters
Due Diligence Assessment Parameters
Application
Characteristics Service
CharacteristicsOrganization
Characteristics
• Application Size• Complexity• Criticality• Volatility• Technology / Resource / Skill • Documentation• Test suites• Interfaces• Standards and Guidelines• Network and Special H/W,
S/W requirements• Development backlog
• Help Desk• Problem Management• Release Management• Change Management• Support Locations• Service Level Metrics • Development process• QA process• KM practices• Service Windows• Current Service Levels and
Service History• Information Security /
Business Continuity / Disaster Recovery
• Organization Structure• Current Staffing• Business Nature• Security and Controls• Interface with other groups• Governance Needs• Reporting / Communication
guidelines• Escalation Process
Due Diligence Deliverables
Due Diligence Report : This covers Scope definition, Assessment of current application state, Current service metrics and key performance indicators, Current problem areas and Offshorability Analysis Report
Transition Plan: This covers Transition Approach, Transition Plan/Timelines, Risk assessment and critical success factors
11
Knowledge Transfer Process
• Explicit knowledge• Documentation study• Hands-on
• Tacit Knowledge• Workshops• Requires greater people-to-people interaction
• Knowledge Repository• Shared between Onsite & Offshore teams
• Understanding documents • Reviewed by Customer
• Offshore knowledge transfer• Train-the-trainer• Recorded sessions
TechJob
Classroom session
Tacit
Explicit
Technical Functional
Remote Cross
Training
Tech Familiarization
Interviews
Problem Log Analysis Doc.
Collection & Review
Business Rules
Business Process
Functional Workshops
Classroom Training
Mentoring
Knowledge Acquisition
Details of Application Technology
Hands on / Training
Study / Update documentation
Code walkthroughs
Study of current support
methodologyStudy & practice support activities
Understand Quality Procedures
Understanding Testing Practice
Obtain software inventory
Understanding of functionality
12
Service Delivery
Application Development Framework
Inception Ideation Technical feasibility Plan
Elaboration Develop Requirements Design
Construction Plan project Build Test Beta Test
Transition Go / No Go Decision Deploy Project Closure
Sustenance Operations Management
Agile Framework
TYPE DEVELOPMENT TESTINGMAINTENAN
CE
TECHNIQUE/APPROACH Waterfall Iterative Spiral RUP Testing Enhancement
Function Point / Use Case point
Ö Ö Ö Ö X Ö
WBS ( Work Break down Structure)
Ö Ö Ö Ö X Ö
AnalogyÖ Ö Ö Ö X X
Activity BasedÖ Ö Ö Ö Ö Ö
Expert Judgment/DELPHIÖ Ö Ö Ö Ö Ö
Legend: Ö - Applicable X - Not-Applicable
Estimation Models
Project Sponsor
Project Manager
Account Manager
Delivery Manager
Project Manager *
Team Members
Team Members
Team Members
Escalation
Contract Requirements
Requirements/Signoff
Deliverables/Status ReportsEs
cala
tion
Customer Resources GSS ResourcesGSS Investment
Project Team
* Shared Resource
Typical Team Structure
Esc
alat
ion
Customer Executives GSS Executives
Customer Program Manager
GSS Delivery HeadGSS Program Manager
Customer Project Manager
Project ManagerProject Lead
Project Management
Program Management
Meeting : Once a Quarter
Programme DirectionReview adherence to SLA’s
Review performance on key metricsSet targets for ODC growth
Meeting : Once a Month
SLA AdherenceOnsite Offshore Ratio / Offshore Leverage
Budgeted Vs Actual cost of project deliveryUtilization of budgeted resources
On time DeliveryRetention of the resources
Attrition in the projectNetwork Availability
Customer Delight Index
Meeting : Once a Week
Project Status & Tracking, SLA and MetricTracking Operation Issues, Delivery
Coordination Issue Consolidation andTracking Risk Management,
Change Management
Steering Committee
Governance Model
18
NO
Approval
Prepare integrated plan for build, test and release
(including back out plans in case of failure to implement in
production
Agree on prioritization of request for Change
Prepare schedule for building and implementation
Change Review
Building, testing and implementation
Is successfully implemented
Update the knowledge database and user. Close the
request
Implementation back out plan
Yes
Rollback Planning
Release Policy
Release Planning
Communication Preparation
Release Build and Configure
Distribution, Installation and
Training
Release Acceptance
Control
Planning
Identification
Audit
Status Accounting
Configuration Management Change Management Release Management
GSS America
Customer
GSS + Customer
Configuration, Change & Release Management
Managed Services
Staff Augmentation
Operational
Tactical
Strategic
Project outsourcing
Engagement Models
Flexible Pricing Models
• Requirements Drive the Pricing Model Decision
•Specified by the client to meet business and cultural requirements
•Long-Range planning is the best risk-mitigation practice
•Establish a set of pricing principles
Fixed Price
Features• Price is a fixed amount• Present periodic increments• May include performance based penalties and incentives
Best Use• Need to control cost and obtain
predicable pricing• Well-defined scope of work• Stable requirements• Measurable success criteria
Risk• client: Low/Medium• Service provider: High(but higher for all if baseline of services changes a lot!)
Time & Material (T&M)
Features:Price based on the supplied resources, charge of materials and other costs incurred such as travel costs.
Best Use• Good estimate on number of
resources• Easy/Quick resource availability• Client want visibility into
resources
Risk• client: Medium/High• Service provider:
Low
Output Based
FeaturesPricing for services units or transactions, which is based on output or consumption, such as the number of users, workload volume, device counts, transactions or incidents
Best Use• Accurate baselines with well
defined, stable requirements• Fluctuations in output or
consumption• Well-defined service levels
Risk• Client: Low• Service provider: Medium
Case Studies
Customer Name Service Offering Service Line Domain Technology
Merchants Automotive Group
Application Development Portals Transportation and Logistics
Liferay, Jasper BI and SQL Server
Dubai Municipality Application Development Portals Government IBM WebSphere and Liferay, SQL Server, Oracle
Ministry of Education Application Development Portals Government MOSS and SQL Server
Here’s Everything Best Application Development Custom Application Development
Retail Liferay, Jasper BI and SQL Server
Hear USA Application Development Portal Health Care MOSS and SQL Server
Frontier Airlines Application Development Custom Application Development
Logistics MS .NET and SQL Server
Georgia Aquarium Application Development Portal Retail MOSS and SQL Server
American Institute of Architects
Application Development Custom Application Development
E-Commerce MS .NET and SQL Server
Saudi Food and Drug Authority
Application Development Custom Application Development
Health Care MS .NET and SQL Server
Q & A
© This document contains confidential and proprietary information of GSS America. It is furnished for evaluation purposes only. Except with the express prior written permission of GSS America, this document and the information contained herein may not be published, disclosed, or used for any other purpose. | www.gssamerica.com
Recommended