Birlasoft SmartAMS for JD Edwards

Your competition never rests, your IT organization is always overwhelmed, leaving your margins and staff under constant pressure. Our Application Management Services (AMS) for your Oracle systems offers deep expertise and economies of scale; freeing more dollars, time, and mindshare to innovate with the business and truly deliver value. Let us keep the lights on for you so you can spend your time helping your company keep ahead of the competition!

Birlasoft’s Oracle Application Management Services for JD Edwards is a complete, integrated business-driven application management solution that helps you achieve high levels of application performance, availability, agility and control, and reduce the costs of managing JD Edwards applications. Our Application Management Services team helps clients to develop a long-term strategy for their application portfolio, yield intended business value from existing applications and infrastructure, and reduce the cost of their upkeep.

Application Management Services (AMS)

Traditional approaches to AMS provides a complete solution that covers a broad range of essential JD Edwards application management activities including cost effective leverage of our deep expertise in providing end-to-end support for RUN operations across your organization. Having said that the traditional approach has its limitations, essentially around the following aspects.

To address the shortcomings of traditional approaches to AMS and to embrace our philosophy of a more holistic and proactive approach to AMS, Birlasoft has developed a SmartAMS model for JD Edwards that provides differentiated and fully managed AMS services to customers. This is a highly flexible model aimed at taking the traditional AMS to the next level and improve efficiency of the application environment.

SmartAMS is a comprehensive set of well-defined end-to-end assets including methodology, accelerators, tools, technologies and organizational constructs that work together to enable us to provide AMS services that are Proactive, Quality Focused, Predictable, Optimized and Flexible. The three founding pillars of Birlasoft SmartAMS offerings are – SmartTools, SmartMethods, and SmartResourcing.

AMS – The Traditional Way

Birlasoft SmartAMS

Unpredictability & DisruptionTraditional approaches to AMS take a reactive incident driven approach with scarce focus on long-term perfective, preventive and pre-emptive measures.

Increasing Operational CostsAs per the latest Gartner Key metrics data the cost of “Lights On support” continues to inflate while metrics around quality (defect density) and productivity (Function Points per FTE) also continue to dip.

Lack of Business ValueGiven that application maintenance and support consume up to 50% of overall IT budgets, most customers see rising operational cost and latent inbuilt expertise of the AMS team as a key opportunity for their AMS vendors to step-up and provide value added services that have a tangible business benefit.

Takes traditional AMS to the next level to empower users

Key Customer Benefits

· Operational cost reductions of 20% - 35%· Customer satisfaction with average CSAT

scores of > 4.5 out of 5· Time-to-Market from Transition to

Transformation· Revolutionized IT a strategic platform for

Innovation and Transformation

oracle@birlasoft.com

oracle@birlasoft.com

Focus on Proactive Maintenance

Enhance Service Responsiveness & Quality

Enable End - Users

Automate & Reduce Human Error

Accelerate Savings

Collaborate - Knowledge Management

Incrementally Improve Application

SMARTResourcing

SMARTTools

TechnologyLeverage

SMARTMethods

Methodology& Techniques

Engage

Manage

Execute

On-Boardand Grow

SoftwareRobotics

Mobile andProgressiveWeb-Apps

Collaboration

Big DataOperational

Analytics

ArtificialIntelligenceand Machine

Learning

Techniques OutcomesService Delivery ConstructsCompliant with ITIL® - IT Service Management Framework

Cloud &Usage based

Model

ContinuousApplication &

ProcessImprovements

Theory ofConstraints

InnovationCommittee

CustomerAcademy

FlexibleEngagement

Model

IndustrializedSupportFactory

LeanIT

SixSigma

SmartAMS provides a technology platform to effectively leverage the latest evolution in digitally-enabled tools and technologies

to realize latent opportunities around automation, proactive issue detection and diagnosis, operational intelligence,

aided-diagnostics, social knowledge management and quality.

The SmartTools platform provides critical tools for the support teams to shift focus from reactive incident management to more

pre-emptive, preventive and perfective maintenance by not just reducing Mean Time to Resolve (MTR) but also greatly reduce

Mean Time to Detect (MTD) and employing error pre-emption even before end-users are impacted. Birlasoft leverages a blend

of both market leading tools as well as niche proprietary toolsets to provide a cohesive and comprehensive AMS platform for

optimized RUN operations.

SmartTools – Technology Leverage

8

5

42

1

3

9

10

11

6

7

Traditional AMSSmartAMS

Monitoring Tool

MonitoringTeam

Alerts/Events

Support & Triage Team

Incidents/SRs

EndUsers

End User

Self Service

Search forKnown

errorsdocuments

related tothe

Incident

Known ErrorsDatabase(KEDB)

ApplicationPerformancemonitoring (APM)

Intelligentticketlogging

Service Desk &Ticketing System

Industrializedsupport

Social Knowledge platform

Application refactoring and Renovation

Process Optimization (Six Sigma) and Lean techniques

Alerts/Events

Operationaldashboards

IntegratedMonitoring &Operational team

Software Robots

Automated Resolution

AMS Supportteam

ApplicationIntelligence

Auto preemption

Faulttree

AidedDiagnostics &

AidedResolution

Automated Accelerated Manual

oracle@birlasoft.com

Contract Signed

SmartAMS Journey | Design Roadmap | Transition Services & Deploy Nuggets | SmartAMS Operations | Innovate & Transformation

SmartMethods - Methodology & Techniques

2 Weeks 2 Weeks 2 - 3 Months 3 - 5 Years

Stabilize

Our robust set of proven AMS methodology to provide a proven and accelerated approach for implementing, optimizing and

transforming the RUN environment. ‘SmartMethods’ brings to the fore our proven approach and techniques, which have been

honed over time by adopting techniques and best practices from Six Sigma, Theory of Constraints and Lean IT.

SmartResourcing – People Leverage

People are the backbone for success and one of the key aspect of SmartAMS is its proactive and customer-focused approach to

resource management. SmartAMS via its SmartResourcing feature provides a well-oiled way to proactively engage capacity in

line with forecasted demand. SmartResourcing also provides a customer-specific academy for streamlined onboarding giving

new resources a holistic view on how IT systems that they will support will play a key role in orchestrating core business processes

that help enable the customers’ business.

SmartResourcing also deals with internal governance of the distributed team to ensure that offered services are self-managed

and self-correcting and fully integrate with our highly industrialized delivery environment.

The methodology and supporting framework are tightly integrated with Birlasoft's Quality Management System (QMS) to ensure

all delivery is consistent with the highest levels of quality as embodies in our quality certifications including ISO 9001:2008 and

CMMI Level 5.

DueDiligence

CaptureSolutionDesign

CraftTransition

AdoptSteady State

OptimizeTransform

· Due Diligence Plan· Interview· Landscape Analysis· Establish· Business Context· Support Scope &

Context· Application Inventory

& Landscape

· Design· Estimation· AM Support Model· Coverage Model· Engagement Model· Commercial Model· Team Organization

and Governance· Solution walkthroughs· Oral – Q & A· Contract Finalization

· Setup Transition Management Office

· Transition Planning· Execute Transition Plan· Setup SMO & PMO· Setup/Identify ITSM

Processes· Rollout SmartAMS

Foundation· Operational Readiness

· Take-over All Support Activities in Scope

· Continuous Service Improvement And Shift Focus to Proactive and Preventive Measures

· Deploy SmartAMS Levers

· Application Health Check

· Streamline Operations· Achieve Operational

Innovation

· Setup Joint Innovation Committee

· Transformation Officeto Liaison with Enterprise Architecture Practice

· Ideate on Opportunities to Improve Value Centricity of IT

· Advise on Technology Adoption

· Present Aligned Traditional Offerings

Baselineperformance for SLAand key measures

EngageDemand Driven Proactive

Resourcing

ExecuteIndustrialized

Support Factory

ManageDistributed Lean Visual

Management

On-Board & GrowCustomer Academy

Flexible Engagement Model

oracle@birlasoft.com | birlasoft.com

Birlasoft combines the power of domain, enterprise and digital technologies to reimagine business processes for customers and their ecosystem. Its consultative and design thinking approach makes societies more productive by helping customers run businesses. As part of the multibillion diversified CK Birla Group, Birlasoft with its 10,000 engineers, is committed to continuing our 150 year heritage of building sustainable communities.

Copyright © 2018. Birlasoft and its logo(s) are trademarks of Birlasoft All rights reserved. All other logo(s) used are trademarks of their respective owners.

Enterprise to the Power of DigitalTM

Customer Managed

Inp

ut

Ou

tpu

tO

utc

ome

Co-Managed & Co-Sourced

Service Delivery Maturity

Com

mer

cial

Mod

el M

atu

rity

Birlasoft Managed

Partnership & Value to Customer

Gain-Share on positive

Outcomes like improvements

on mutually shared

Business KPIs

Invoice is tied to successful

Delivery of discrete work units (tickets)

or Services performed to

SLAs

Invoice is tied too Inputs

(Headcount) or capacity

(FTE)

PLANStrategy &Consulting

BUILDOn-Demand

NicheAugmentation

BUILDDevelopment

Factory

BUILDTesting as a

Service

RUNInitialState

RUNInterim

State

RUNData as aService

RUNEnd

State

RUNOn-Going

Enhancements

BUILDStrategicProjects

BUILDStrategic

Joint-Partnership

Projects

PLANInnovationCommittee

PLANTransformation

Office

Birlasoft is willing to explore all options to ensure a win-win situation. Typical engagement models could involve the following

options with an ascending order of maturity. Customer-driven Time and Material model where Birlasoft can provide:

· Fully Managed Service with fixed scope and performance based Risk/Reward Model

· Vested outcome-based model over time where Birlasoft can partner with you on an on-going basis for business

transformation initiatives

SmartAMS Partnerships

Customer JourneysKey Ongoing Partnership Birlasoft Credentials

NOV, Weatherford,

Cummins, COVIDIEN,

LAFARGE

· $2 to $15 Billion, 10 year journey with

Weatherford

· 700+ team - Strong over a decade old

partnership with Cummins

· 12 years of performance driven

partnership with Lafarge

· 50+ manufacturing companies as long

standing clients

· Top 10 breakthrough sourcing standouts

- ISG global outsourcing index

· Fostering operational agility and

adaptability for 165+ global

manufacturing and E&U corporations