Managed Services - Functional & Customization Support Help Desk

1Copyright © 2016. Infor. All Rights Reserved. www.infor.comInfor Confidential

Managed Services Functional and Customization Help Desk SupportLet Infor manage your software, so you can run your business

January 2017

Amit Panchal – VP Managed Services ( [email protected])


Agenda

Managed services

Overview:Infor Services

Service catalog

People, locations & organization

Delivery Model, SLA’s

ROI


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


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


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


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


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


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


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


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


Managed Services organization


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


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


Services catalog


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

Backup & recovery

Archiving, environment upgrades

Hosting, OS admin

Disaster recovery

FunctionalSupportPeriod-end standby

How-to type queries

Application configuration help

Explore new functionality

Best practice sharing

Quality assurance

Application Development & ManagementBreak-Fix of Mods and Custom integrations

Standard patch retrofitting

Solutions to custom defects

Interface development and support

Enhancements

To current mods


Transition, Delivery Model and SLA’s


Proposed journey to Steady State….

6-12th month2 to 4months ( based on size of Footprint)

Continuous Productivity improvementTransition

Planning & Initiation

Due Diligence

Scope Finalization

Baselining and SLA creation

KA Shadow Reverse Shadow

0-10 days

Transition PhaseKnowledge Acquisition

Transition PhaseStabilization Steady StateTransition

PlanningValidation & Revision

1 t1o 2 months ( based on size of

Footprint)

Existing In house Team( 100%)

Managed Services Team

Onsite Resources with a team of Remote Resources from CoE

• Blended Shore Team• Onboarding of Offshore team• SLM• Technical Managed Service • Change Control Mgt• Customization Support• Integration Support• Technical Incident On Demand Support

Existing In House Team( 50 – 75%)

Reverse Shadow



• Onsite Resources• Offshore resources

SLA Tracking



• Onsite Resources• Offshore resources


Transition approach

CMS’s transition framework is aligned with the best practices in industryincluding ITIL, CMM, and PMI and backed by rich experience

Objective: • Plan for the transition, clearly define

success parameters and exit criteria

Objective: • Acquire application and process

knowledge through documents and classroom sessions to create repositories

Objective: • Acquire hands on experience by

observing SMEs and re-affirm our understanding

Objective: • Perform day-to-day activities and

update knowledge repositories with validation from the SMEs

Objective: • Perform day-to-day activities

meeting all service and

Duration: • 1-2 weeks ( based on size of

Engagement)

Duration: • 4Weeks ( based on size of

Engagement)

Duration: • 8 Weeks ( based on size of

Engagement)

Duration: • 8 Weeks (RS) ( based on size of

Engagement)• 4 weeks (Stablz.)

Duration: • On-going

Location: • Customer, IN

Location: • Customer IN

Location: • Customer IN• CMS Remote

Location: • Customer IN • CMS Remote

Location: • Customer IN• CMS Remote

Participants:• Customer Program Manager,

Customer Project Manager, Support SMEs

• CMS SDM, CMS SOM

Participants:• Customer Project Manager,

Customer Application Manager, Support SMEs

• CMS SDM, CMS SOM, CMS Application Leads, CMS SMEs, CMS Team members







Participants:• Customer Manager, Customer

Application Managers• CMS SDM, CMS SOM, CMS

Application Leads, CMS SMEs, CMS Team members

GATE 1 GATE 2 GATE 3 GATE 4

Planning& Initiation

Steady State

KnowledgeAcquisition

Shadow Support

Reverse ShadowSupport


Typical Staffing: Transition Phase ( based on size of Engagement

Transition

Planning and Initiation not considered

Onsite SOM

Onsite SDM

Offshore SDM

Onsite Sr Cons

Onsite Soln Archt

Offshore Sr Cons

Offshore Cons

Onsite Sys Eng

Offshore Sys Eng

Offshore Soln Arch

Offshore Ser Desk

0

0.5

1

1.5

2

2.5

3

3.5

4

4.5

5

Proposed Staffing - Transition

Week 1-5 Week 6- 9 Week 9-26


Typical Staffing: Steady State( based on size of Engagement

Steady State

Onsite SOM

Offshore SDM

Onsite Sr Cons

Onsite Soln Archt

Offshore Sr Cons

Offshore Cons

Offshore Sys Eng

Offshore Soln Arch

Offshore Ser Desk

00.5

11.5

22.5

33.5

44.5

5

Proposed Staffing Steady State (Week 26-52)


Key Components for Success

• Leverage Blended Shore model

• Free up Customer resources

• Flexible access to multipleskill sets

People

• Service Delivery Manager

• Service Operations Manager

• Methodology adoption and flexibility

• Tools – Nagios

Delivery

• Optimized and flexible tools

• Workload Prioritization

• Continuous Improvement

Support & Maintenance

Based on our experience, CMS proposes the following fundamentals to lay the groundwork for a successful managed services engagement with Customer

• Industry Focus

• Center of Excellence

Innovation

• Effective steering committee meetings involving all stake holders

• Business/IT alignment

• Improved communication

• PMO

Governance


Onshore/Offshore Governance Model for DeliveryVP-CMS

Managing Regional Delivery Organization

InforCustomer

Service Operations Manager (SOM)• Managing the Operations • Limited to defined Scope of Delivery

Service Delivery Manager (SDM)• Managing the Contracted Delivery• Interacting to one/more SOM’s

Predefined Output &

Information

Managing Delivery & Quality of Service

Service Management &

Reporting

Service Operation

Operational Info

Management Info


Proposed Team StructureCustomer Sr. Management CMS Executive Management

Program Director

Transition / Project Manager

Transition Support staff

Customer,IN USA

Service Operations Manager

Client Partners

Offshore Team

Delivery Lead

Industry DirectorsSr. Management

Infor Team

Onsite Technical and Functional Teams

Customer Team/ ICS Infor

Integration Analyst/sOS Analyst

Support Analysts

Developers

DB Analyst

FunctionalIntegration Analyst/s

Tech Analyst/s

Offshore Technical/Functional

Resources

CMS Offshore, India

L2 Support Analysts

Service Delivery Manager


USA Shift Hours (Onsite 8AM – 5PM ) GLOBAL Delivery Center Shift Hours (8x5/12x5 and 24x7)

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

Assign critical issue to team members

NO

YES


Governance & communication

Utilize CMS’s well-defined governance and communication framework to provide real-time and transparent view of delivery status to all stakeholders

Strategic Reviews Executive Sponsor Quarterly Executive Steering Committee• Review periodic progress cross-portfolio• Resolve escalated issues among the parties

• Executive Sponsor

• BU Head

• Account Executive

• Delivery head

Tactical Reviews Program ManagerProject Managers

Monthly Portfolio-level Management Meeting• Review progress and status at portfolio level• Issues and risks• SLA/KPIs• Demand Review

• Account Executive• Delivery Head• Program Manager / SDM• Project Manager

Operations Reviews Program ManagerProject ManagerSubject Matter Experts

Weekly Application-level Transition Review Team Meeting • Review progress at the application level • Manage issues and risks• Escalation is to the Management• SLA/KPI at the application levels

• Project Manager

• Program Manager / SDM

• Application Team Leads

• Application SMEs

Daily Reviews Project Manager (Optional)Subject Matter Experts (Optional)

Daily Transactions and Status Checks• Track and review progress• Identify and resolve issues• Track and close open action items

• Project Manager

• Application Team Leads

• Application SMEs

• (As required)


Resource managementThree resource poolsOnsite Core Team — to handle the onsite customer

facing activities

Offshore Core Team — Works exclusively for Customer offshore activities

Offshore Flex Team — COE resources • Most of the work is normally handled by the Onsite / Offshore

Core team• However, if there is larger requirement than Onsite / Offshore

Core team can handle, resources will move from Offshore Flex Team to the Onsite / Offshore Core team and complete the work ( good for Change Orders)

• After the work is completed, those resources will go backto Offshore Flex team

• Expertise from various centers of excellence will also be utilized

CMSOffshore FlexibleTeam

CMSOffshore Team

CMSOnsiteTeam

CMSResourcePool

COE

COE

COE

COE

Customer

Team

CMS provides a highly optimized resourcing model, giving youresource-on-demand using a core-flex operating model


Managed services: Engagement and Tracking tools

Project Master Sharepoint

Ticketing Dashboards

Incident Management

Sep-15

Nov-15

Jan-1

6

Mar-16

May-16

Jul-1

6

Sep-16

050

100150

KPI Trend Chart

Ref1 Ref2Env AFO CodeProgram

http://ics.home.infor.com/sites/EMEA/AMS/Northern/AMS%20CI%20Rolls%20Royce%20Marine/

http://ics.home.infor.com/sites/EMEA/AMS/Northern/AMS%20CI%20Rolls%20Royce%20Marine/


Severity levels and SLA’s

Data captured on daily basis will be published every month

P1

CriticalLicensee’ s business processes are halted or the production system definition is inoperative, they are unable to process data and there is no work around available .

Time to Respond in Hours< 1 Hours

P2

HighA critical business processing function is impaired causing a serious disruption of a major business function, and there is no workaround identified, causing a serious disruption to Licensee’s business. .

Time to Respond < 2 Hours

P3

ImportantA non-critical problem in the Licensee System Definition where the Licensee is able to continue to run the system and/or application or a workaround is available. A reported problem in the Licensee System Definition that does not qualify as an Priority 1 or 2

Time to Respond < 4 Hours

P4

Minor A priority 4 is a general incident and/or low system impact issue of which does not require immediate attention. This includes any question or requests for information

Time to Respond< 8 Hours


SLA reporting

Customer PerformanceReview

Real-Time Feedback

Operational Metrics,End-to-End Metrics

Quarterly

Monthly

Daily

MonthlyAccount PerformanceAssessment Report

Communication Program

Business/Customer SurveySemi-Annual

Tools, Metrics and Reporting Enabling an Understanding of IT Effectiveness in the Business


ROI


ROI…• All inclusive Engagement Model (Proactive Monitoring /Tech Support/Functional and Customization Support)

• SLA’s based support with a 24x7 P1 Standby Support

• Team Triages and Resolve Tickets

• Team triages and Interacts with Xtreme Support for product based issues

• Once transition is over, Customer’s team can completely disengage from handling Technical and Customization issues related to Infor environment

• Proactive Monitoring helps in prevention and recurrence of Technical incidents

• Root Cause Analysis helps in recurrence of tickets

• Tremendous Savings compared to existing onsite Model


Next steps


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

35Copyright © 2016. Infor. All Rights Reserved. www.infor.comInfor Confidential Copyright © 2015. Infor. All Rights Reserved. www.infor.com 35Infor Confidential

Thank you

Amit Panchal – VP Managed Services ( [email protected])

Managed Services - Functional & Customization Support Help Desk

Technology

Transcript of Managed Services - Functional & Customization Support Help Desk