SXe on Windows 2000 Installing Windows 2000 Server, Progress, and SXe.
Managed services for SXE Installation
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Transcript of Managed services for SXE Installation
1Copyright © 2016. Infor. All Rights Reserved. www.infor.comInfor Confidential
Cloud Managed Services Application Management and HostingLet Infor manage your software, so you can run your business
January 2017
2Copyright © 2016. Infor. All Rights Reserved. www.infor.comInfor Confidential
Agenda
Managed services
Overview:Infor Services
Service catalog
People, locations & organization
Customers references
Amazon partnership
Nextsteps
Details ofServices
3Copyright © 2016. Infor. All Rights Reserved. www.infor.comInfor Confidential
Infor Services
3,200+consultants
1,200+support
professionals
9.1Average years of experience
1MKnowledge base
articles
3 COEs600 consultants
4,700+cloud customers
168Countries supported
1,248+go lives last year
4Copyright © 2016. Infor. All Rights Reserved. www.infor.comInfor Confidential
Customer intimacy, growth & scale
5,300 total staff worldwide
NYC Headquarters
COE Hyderabad
COEManila
COEChina
OFF-SHORE Poland
OFF-SHORE Mexico City
Support staff on ground in 24 countries
Work with customers in 168 countries
5Copyright © 2016. Infor. All Rights Reserved. www.infor.comInfor Confidential
What makes Infor Services different?
Commitment to customer success
End-to-end accountability
Long-term partner
Deep product & industry expertise
Global footprint
Access to innovation
Proven methodology
Implementation accelerators
Reducedrisk
1
Accelerated time to value
1 2 3 4 5
6 7 8 9 10
6Copyright © 2016. Infor. All Rights Reserved. www.infor.comInfor Confidential
Infor Services portfolio
Deployment Services
AdvisoryServices
Managed Services
Education Services
Support Services
• Implementation and upgrades
• Cloud migration
• Data migration
• Testing automation
• Performance optimization
• Business consulting
• Value engineering
• Organizational change management
• Application management services
• Post production support
• Process monitoring
• Data lifecycle management
• Classroom and virtual training
• End user training
• Education subscription
• Infor cloud support center
• Cloud Command Center (3C)
• Flexible support options – enterprise, premium, and elite
7Copyright © 2016. Infor. All Rights Reserved. www.infor.comInfor Confidential 7Copyright © 2015. Infor. All Rights Reserved. www.infor.comInfor Confidential
Managed Services
8Copyright © 2016. Infor. All Rights Reserved. www.infor.comInfor Confidential
Need for Managed Services defined
In-house Support No agreed SLA’s for Internal Support
Challenges in recruiting, training and retaining IT staff
Disparate teams/vendors supporting resulting in lack of accountability and slower response times
Redundancy in processes with no innovation
Lack of Root cause analysis and continuous improvements and optimization
Managed Services Support SLA based IT support
No challenges recruiting, training or retainingIT staff
Efficient and single source for all support
Ongoing YOY productivity gains with cost reductions with maturing processes
Dashboard reporting and root cause analysis for continuous improvement in it and business processes
9Copyright © 2016. Infor. All Rights Reserved. www.infor.comInfor Confidential
Why Infor ?
Lower, dependable, predictable cost
Better service – single vendor solution:Maintenance, support, services, license
One call for any problem:Direct access to Infor R&D
& support
Platform to support future business growth
Three models:Remote, Onsite and Blended
Get supporton latest Infor product innovations
10Copyright © 2016. Infor. All Rights Reserved. www.infor.comInfor Confidential
Infor CMS vs. other service providers
Infor CMSProactive monitoring
Deep original expertise on Infor environment
Reliable and scalable support Infrastructure
Knowledge sharing with State of art Infor Labs
Deep understanding of future of technology and functionality upgrades
Offers year on year productivity/efficiency gains
Other service providers• Reactive Service
• Support multiple ERP software (lack of Infor Specialization)
• Relies on vendor partners for training, updates on future changes
• Static service YOY levels
• Lack of Innovation
11Copyright © 2016. Infor. All Rights Reserved. www.infor.comInfor Confidential
Investment return
Staff savings
Reduction in rehiring & training plus ongoing education costs
Redirectstaff
undertake projects for which resources weren’t available
Pay for what you need todaywith scalability in the future when your business supports it
Hosting
Same or less thanon premise
Customers told us that AMS has proven to reduce cost by 20-30% & provided an equal or higher service level than they could previously provide to their end users
12Copyright © 2016. Infor. All Rights Reserved. www.infor.comInfor Confidential
Infor Application Managed Services
Infor manages the customers’ Infor applications in an environment where the customer is responsible for infrastructure management of their on premise hardware either internally or via a third party hosting provider.
Infor Hosting & Application Managed
ServicesInfor maintains the customers’ Infor application environment as well as the infrastructure management.
Infor CMS services portfolio
OR
13Copyright © 2016. Infor. All Rights Reserved. www.infor.comInfor Confidential 13Copyright © 2015. Infor. All Rights Reserved. www.infor.comInfor Confidential
Managed Services organization
14Copyright © 2016. Infor. All Rights Reserved. www.infor.comInfor Confidential
Organization overview
Strategic, growing, stable, global
SLA Based –Service Level Agreements
Hundreds of dedicated employees around the world
Supplemented by product specialist consultants
2600 customers
Service level managers
Team leads / queue managers
Technical consultants (set up, dba, monitoring, etc.)
Functional consultants (how to, trouble shoot applications)
Programmers–address issues with enhancements or integrations
15Copyright © 2016. Infor. All Rights Reserved. www.infor.comInfor Confidential
Organization overview
900+ customers
400+ dedicated employees13 main hubs
Americas team
EMEA team
India team
Philippines team
China team
Together we offer support up to 24x7
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Delivery center skills
• Average length of service is 6 years
• 26% employees = 10+ years
• All project managers and managers are PMP certified
Architects5%Tech Consul-
tants49%
Func Consul-tants18%
Sys Admin15%
Managers6% Project
Managers3%
Quality Analyst4%
17Copyright © 2016. Infor. All Rights Reserved. www.infor.comInfor Confidential 17Copyright © 2015. Infor. All Rights Reserved. www.infor.comInfor Confidential
Services catalog for SXE Installation
18Copyright © 2016. Infor. All Rights Reserved. www.infor.comInfor Confidential
Services catalog
Lowercost
24*7 global coverage
Predictability in budgets
Diversified skills
SLA driven processes
Infor knowledge & assurance
Global delivery model with hybrid(onsite/offshore support)
AWS global hosting capability
Betterservice
Application ManagementProactive monitoring and health checks
Patch/hot fix management
Job, user, device management
Monitoring Interfaces
Data refresh
Database admin
Performance analysis, suggestion
19Copyright © 2016. Infor. All Rights Reserved. www.infor.comInfor Confidential
Support process
Assessment Scopedefinition
Hosting/AMS proposal
SLA & order Transitionproject
Execution Reporting Servicereview
20Copyright © 2016. Infor. All Rights Reserved. www.infor.comInfor Confidential
USA Shift Hours (Onsite 8x5 ) GLOBAL Delivery Center Shift Hours ( 24x7)
Shift hand over in a global operating model
Check all criticalissues ticket
Review all critical / interfaces / escalated issues
Mail handover templateto new shift
Current team working on the issue
Shift handover starts
Move all identified issuesin handover template
Current support team escalation• Team lead
re-prioritize issues
Review all the issues from handover template
Escalation reported in handover issues
Team started working on the assign issues
Ticket fixed and closed
Current support team sets up stand up meeting with next support team during overlap hours
Assign critical issue to team members
NO
YES
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HostingAWS partnership
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Why partner with AWS?
IAAS market leader for the 6th time in a row• 10x more computing capacity than the remaining 9
evaluated competitors have together• >100% growth yoy• ~75% IAAS marketshare
AWS again are the leader of the pack with more than 10 times the computing capacity over all of the other 9 evaluated competitors together.
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Next steps
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Next steps
Assess current environment
Designate staff to work with us to determine current product set & baselines:• SLA performance• Incident statistics• Modifications to base software
and documentation
Prepareproposal
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Thank you
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Details of ServicesAppendix slides
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Technical application administration services • Manage multiple environments, production,
test, development, QA, training
• Proactive monitoring and reporting– Critical parameters, services, integrations etc.
• Ensure upkeep of customer’s Infor application platform
• Log file clean up, System housekeeping
• Supporting user, job, device management related issues
• Monthly maintenance window
• Trouble shooting, fixing technical incidents related to Infor applications
• System health checks
• Hotfix, service pack, patch deployment
• Change and software configuration management
• Data refresh between environments
• Tool set, application platform upgrades
• Archiving
• Load tests, performance analysis and tuning
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Database administration services• Capacity management
• User administration
• Managing table spaces, permissions
• Start up, Shut down DB services
• Performance monitoring
• Reviewing DB stats, take corrective action
• Check and re-organize DB on need
• Modify storage parameters on rapidly expanding objects, compress on need
• Add additional data files as necessary
• Maintenance of archive logs
• Help define back up policy and monitorthe backups
• If any restoration is needed, can be done on critical need