PPT Template - iom.invensys.comiom.invensys.com/EN... · Resources, Effort Site level customizationof Template # Resources, Knowledge Transfer & Retention Level of trained resources

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CF TSS 12:Customer FIRST for Solutions

Samir BhargavaDirector – Global Customer Support

William NymanDirector – Solutions Support

@InvensysOpsMgmt / #SoftwareRevolution

/InvensysOpsMgmt

/InvensysVideos

social.invensys.com

© 2013 Invensys. All Rights Reserved. The names, logos, and taglines identifying the products and services of Invensys are proprietary marks of Invensys or its subsidiaries.All third party trademarks and service marks are the proprietary marks of their respective owners.

Samir BhargavaDirector – Global Customer Support

William NymanDirector – Solutions Support

/InvensysOpsMgmt

/company/Invensys Operations Management

System Definition•Functional Requirements•Software / SystemInfrastructure Design

Project Planning and Mgmt.•Project Management Plan•Project Schedule•Project Kickoff

Project Methodology

Engagement for Solving Business Need

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Project Close•Transfer Ownership•Transition to Support•Final Documentation•Survey / Post Mortem

Development and Testing• Prototyping• System Configuration• Coding• Development of TestSpecification

• Unit and Integration Testing• Factory Acceptance Testing

Delivery•Training•System Installation•Site Acceptance Testing•Punch List Resolution•‘Go Live’; Stabilization

Background• Business requirements go beyond standard products• Complete Solution requires:

• Incorporate unique rules / processes• Custom user interface• Custom integration• Custom reporting







Issue• Unclear long term Strategy to address

• Transition delivered solution to support mode• Long term support of custom layer• Management of custom solution knowledge• Enhancements/Upgrades to keep up with changing

requirements



requirements



requirements



requirements

Resulting Requirement

Resolution• Extend product support to include complete solution

• Implement KT process leading to support mode• Secure and maintain knowledgebase• Secure and maintain custom code /configurations• Incorporate Change control & Governance• Application Health Monitoring

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requirements



requirements



requirements



requirements





Lifecycle of an Application

Plan &Build

Plan &Build

Operate &Maintain

Operate &Maintain

Improve &Optimize

Improve &Optimize

Evolve &ModernizeEvolve &

Modernize

Solution Lifecycle

Solution MaintenanceSolution Maintenance

Enhancements

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Application SupportApplication SupportKnowledgeTransfer

KnowledgeTransferDeliveryDeliverySolution SupportSolution Support

Solution MaintenanceSolution Maintenance

Product SupportProduct Support Product SupportProduct Support

SoftwareUpgrade

DeliveryDelivery

Solution Support:Building on Customer FIRST

Solution Support

• Entitlement to support of application• Custom code• Extensive configuration

• Support for interfaces to other business systems• Maintenance of code and related documentation• Build and maintain offline test system• Ongoing changes/enhancements

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Customer FIRST

Required • Set-up support relationship• Entitlement to support of underlying products

• Functional issues• Bug fixes and patches• Enhancements and upgrades

• Access to support website and knowledgebase

Attributes of a Solution Support

1Not

Important

2 3 4 5ExtremelyImportant

Average

Support for Custom Functionality 5.3% 9.6% 28.5% 40.2% 16.4% 3.5

Lifecycle maintenance of ApplicationHealth 4.6% 9.9% 31.9% 36.9% 16.7% 3.5

Lifecycle maintenance of ApplicationKnowledgebase 6.4% 10.7% 29.2% 34.5% 19.2% 3.5

Which of the following elements of an end-to-end solution support programare most important to you?

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Lifecycle maintenance of ApplicationKnowledgebase 6.4% 10.7% 29.2% 34.5% 19.2% 3.5

Sustaining Engineering (softwaremaintenance / custom code) 3.9% 10.9% 34.5% 33.8% 16.9% 3.5

Support for Custom Integration 4.3% 11.5% 32.0% 35.3% 16.9% 3.5

Application Design Review andEnhancement Services 5.0% 16.0% 32.3% 31.6% 15.2% 3.4

Local Parts Management 11.4% 16.0% 30.2% 26.7% 15.7% 3.2

On-site Hardware Support 12.8% 14.9% 31.6% 28.7% 12.1% 3.1

Onsite Invensys / Wonderware Engineer 15.6% 18.8% 24.5% 27.3% 13.8% 3.0

* Market survey conducted by ServiceXRG in Mar’12 of current Invensys customers with about1000 respondents

New Invensys Offering

Customer FIRST for SolutionsA set of support services that providelifecycle support for AdvancedSolutions built on Invensys softwareproducts and engineered/implemented by the Invensys solutiondevelopment and integration team

Provides an umbrella program tooffer support services to solutionsdelivered across brands and solutions

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Customer FIRST for SolutionsA set of support services that providelifecycle support for AdvancedSolutions built on Invensys softwareproducts and engineered/implemented by the Invensys solutiondevelopment and integration team

Provides an umbrella program tooffer support services to solutionsdelivered across brands and solutions

Invensys AdvantagesValue Proposition

• Single point of contact for Productand Solution issues

• 24x7 access through toll-free number• Global Support Capability• Integrated product & solution support

teams• Centralized issue tracking• Maintain both Product & Application• Retain Application Knowledge• Govern changes to custom code and

documentation• Off-line test system• Access to broader pool of expertise

Value Proposition• Single point of contact for Product

and Solution issues• 24x7 access through toll-free number• Global Support Capability• Integrated product & solution support



TokyoSeoul

Singapore

Montreal

Mexico City

LakeFores

tCaracas

Munich

Houston

Chennai

Foxboro

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• Close relationship with Product Development and Deliveryorganizations

• Global team of 140 support professionals dedicated to theSoftware brands

• Mature infrastructure handling 25,000+ support cases per yearand support 8,000+ customer sites

• Regional centers for handling issue resolution closer tocustomer locations (geography and language)

CF for Solutions Services

CF forSolutions

ApplicationSupport(Custom

Functionality)

IntegrationSupport

(System TouchPoints)

UpgradeAssessment /

Planning

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CF forSolutions

SustainingMaintenance(Investigate, Fix,

Patch, HealthCheck)

KnowledgeManagement(Documentation,

Transition,Retention)

ChangeManagement(Add, Enhance)

Support Transition Tollgate• Project knowledge transfer activities completed

or• Training provided by Project - Lead Architect / Engineer

• Project knowledge transfer activities completedor

• Training provided by Project - Lead Architect / Engineer

KnowledgeTransfer

KnowledgeTransfer

• Site Stabilized• Factory Acceptance - Signed Off• Functioning Pre-prod environment at site for change validation

• Site Stabilized• Factory Acceptance - Signed Off• Functioning Pre-prod environment at site for change validation

ProjectComplete

ProjectComplete

• Trained Resources at Customer Site• Identification of Super User as front line on functional issues• Trained Resources at Customer Site• Identification of Super User as front line on functional issuesCustomer

TrainingCustomerTraining

• Documentation completed(Specifications, Test scripts, Guides)• Centralized location under version control• Secure access


DocumentationDocumentation

Supp

ortR

eadi

ness

Supp

ortR

eadi

ness

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DocumentationDocumentation

• Solution Custom Code is under version control• Secure Access• Solution Custom Code is under version control• Secure Access

CustomCode

CustomCode

• Setup or transition Invensys hosted test system• Verify functioning offline test environment• Setup or transition Invensys hosted test system• Verify functioning offline test environmentOffline Test

SystemOffline Test

System

Remote AccessRemote Access

• Secure remote access by support engineer established• Webex available as backup• Secure remote access by support engineer established• Webex available as backup

Supp

ortR

eadi

ness

Supp

ortR

eadi

ness

Process Flow for Getting Support

Customer Super Useranalyzes Line Issues andraise it to GCS, if required


Triage by GCS todecide if it is a Productor Application issue

Triage by GCS todecide if it is a Productor Application issue

For Product Issues, ProductExpert work with R&D todeliver resolution

For Product Issues, ProductExpert work with R&D todeliver resolution

Application codechange is madein latest version


Code changetested and fixapproved

Code changetested and fixapproved

Fix / Resolutiondelivered to theCustomer

Fix / Resolutiondelivered to theCustomer

No

Sustaining Engineer todiagnose Applicationcode is required

Sustaining Engineer todiagnose Applicationcode is required

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If determined to beApplication – escalate toSolution Support

If determined to beApplication – escalate toSolution Support



Rev Version &check in code -UpdateDocumentation

Rev Version &check in code -UpdateDocumentation

Seamless Process forTotal Solution Support

Pricing – ConsiderationsR

esou

rces

, Effo

rt

Site level customizationof Template


# Resources, KnowledgeTransfer & Retention# Resources, KnowledgeTransfer & Retention

Level of trainedresources at siteLevel of trainedresources at site

Number ofRegions (24x7)


Service Level Agreement-Response time-Resolution time-Performance

Service Level Agreement-Response time-Resolution time-Performance

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Application & Technical Complexity

Res

ourc

es, E

ffort

Common site levelSolution TemplateCommon site levelSolution Template


Site level customizationof TemplateNumber of Sites

(1 or more)Number of Sites

(1 or more)Level of Custom

Functionality & IntegrationLevel of Custom

Functionality & Integration

Delivery PracticeStandards

Delivery PracticeStandards


Skill Set &Field ExperienceSkill Set &Field Experience

Solution Offerings Matrix

INVENSYS PRODUCTS / SOLUTIONS

Services MES IntelaTracMobility

WonderwareWorkflow OTS Avantis

Support Transition Services √ √ √

Application Support √ √ √ √ √

Integration Support √ √ √ √

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Integration Support √ √ √ √

Sustaining Maintenance √ √ √ √ √

Solution Knowledge Management √ √ √ √ √

Offline Application Clone Services √ √ √

Upgrade Assessment √ √ √ √ √

Upgrade Services √ √

Solution Consulting Services √ √ √ √

Enhancement Services* √ √ √ √ √

* Enhancement requiring substantial effort can be reviewed and quoted under CF for Solution agreement,however, will be quoted and delivered under separate Statement of Work (SOW)

Solutions CoverageExamples

Support of .... MES Integration toOracle Enterprise ERP system toallow sharing of transactional datathrough custom mapping of dataelements and a transfermechanism.

Support of .... MES Integration toOracle Enterprise ERP system toallow sharing of transactional datathrough custom mapping of dataelements and a transfermechanism.

Support of …. MES Applicationwhere business requirementsexceed out of the box capabilitiesand therefore custom userinterfaces and functional extensionsmust be developed.


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Support of …. Integration betweenIntelaTrac and SAP ERP system deliveredby the Customer Solutions team. Supportincludes testing of the integration with thenew version of IntelaTrac and deliver patchto allow use of integration.

Support of …. Integration betweenIntelaTrac and SAP ERP system deliveredby the Customer Solutions team. Supportincludes testing of the integration with thenew version of IntelaTrac and deliver patchto allow use of integration.

Support of …. OTS model includingregular tuning of the model to keepabreast with changes to the plantperformance or reconfiguring theOTS to test process changes priorto going live in the plant.

Support of …. OTS model includingregular tuning of the model to keepabreast with changes to the plantperformance or reconfiguring theOTS to test process changes priorto going live in the plant.

Customer FIRST for SolutionsMore Information

• Program description for Customer FIRSTfor Solutions

• Specific Service Profiles for:• MES

• IntelaTrac

• OTS

• Avantis

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• Program description for Customer FIRSTfor Solutions

• Specific Service Profiles for:• MES

• IntelaTrac

• OTS

• Avantis

Invensys Support Offerings

Sustaining MaintenanceSustaining Maintenance

Resident EngineerResident Engineer

Site Monitoring (Remote)Site Monitoring (Remote)

Additional ServicesAdditional Services

• Dedicated On-Site Expert• Monitoring, Issue Triage and Resolution• Dedicated On-Site Expert• Monitoring, Issue Triage and Resolution

• Proactive Monitoring• Periodic Health Checks• Proactive Monitoring• Periodic Health Checks

• Maintenance of template code and documentation• Ongoing changes/enhancements• Build and maintain offline test system


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Customer FIRSTCustomer FIRST

Customer FIRST for SolutionsCustomer FIRST for Solutions

• Set-up support relationship• Support and Maintenance of underlying products• Access to support website and knowledgebase

• Set-up support relationship• Support and Maintenance of underlying products• Access to support website and knowledgebase

• Remote Help Desk for Sites• Answer , Triage and Address Support calls• Remote Help Desk for Sites• Answer , Triage and Address Support calls

Application SupportApplication Support

Integration SupportIntegration Support

Sustaining MaintenanceSustaining Maintenance

• Support Local Integrations and apply Patches• Alignment with IT/Applications environment• Support Local Integrations and apply Patches• Alignment with IT/Applications environment



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Documents

PPT Template - iom.invensys.comiom.invensys.com/EN... · Resources, Effort Site level customizationof Template # Resources, Knowledge Transfer & Retention Level of trained resources