Application Management Services
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The document outlines the application management service offerings provided by GSS America, emphasizing its confidential and proprietary nature. It details several service enablers, including project management, application development, maintenance, and a range of technological competencies across various platforms. Additionally, it describes the knowledge transfer process, service delivery frameworks, and engagement models for outsourcing and support services.
Application Management Services
- 1. Application Management Service Offerings© 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Except with the express prior written permission of GSS America, this document and the information contained herein may not be published, disclosed, or used for any other purpose.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
- 2. Agenda2
- 3. GSS Service Offerings in Application ManagementService EnablersEstimationRequirements Management.Build/Release ManagementProject ManagementGovernance FrameworkConfiguration ManagementQuality ManagementMetrics/ SLA ManagementTrainingKnowledge ManagementApplication DevelopmentMS CRMMobile ApplicationsCustom Application DevelopmentPortalsValue add ServicesOutsourcing AnalysisTransitionService DeliveryApplication Maintenance & SupportApplication MigrationDatabase MigrationReverse EngineeringService EnablementApplication TransformationTest AutomationFunctional TestingRegression TestingPerformance TestingTesting ServicesTechnologies SupportedIBM Mainframe, JAVA, Microsoft Technologies
- 4. Technology Spread - Areas of Competence & capabilities LegendCore Development Competence – Our Mainstream Technology FocusIndicates‘As-is’ CapabilityMicrosoft Technology Competence.NET Framework 3.5/ 4.0, WPF, WCF, WWF, Windows Mobile SDK , ATLAS(Ajax) , Silver light 2.0IndicatesProposed CapabilityFrameworks & Solution AcceleratorsJ2EE 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 168Mainframe Competence3rd Party Tools & TechnologiesIBM Mainframe, CICS/DB2, AS400Infragistics GUI, Skelta WF, Amberpoint, Pega Rules, Axis 2.0Application oriented Technologies – Our extended Technology focusPortal TechnologyMobile Platforms / APISMOSS 2007, DotnetNuke, Liferay5.x IBM ,WebSphere Portal Server V 6.x, Jboss Portal 2.xWin Mobile 6.5, Andriod, RIM APIEngineering & Life-cycle ToolsMiddleware TechnologiesBI AnalyticsTechnology Governance FrameworkIBM 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 , MSMQCognos, Weka, Business Objects, Jasper, PentahoSaaS & Cloud APIsAmazon EC2, Memcache, Hadoop Mapreduce, Google Apps & GWT, Ms-Azure, Akamai, force.comServer Stack CompetenciesWebserversIBM WAS 7.x , IIS 7, Oracle WebLogic AS , Tomcat 6.x, Apache, Jboss 4.xArch. Standards & Design guidelinesDatabasesOracle, SQL Server, My-SQL, DB2OSLinux, Windows Server 2008, Mainframe4
- 5. Application Development ServicesLegacy Applications
- 8. Desktop
- 9. Web Services
- 10. Reporting
- 11. Integration
- 12. Custom Developed
- 13. Collaboration
- 15. Windows Mobile
- 16. IPhone
- 17. Bluetooth
- 18. GPRS
- 19. GSM
- 20. 3G
- 21. SMS
- 22. MMSApplication Maintenance ServicesBug Fixes
- 23. Minor and Major Enhancement
- 24. Performance Monitoring and Tuning
- 25. Database Support & Maintenance
- 26. Configuration & Release Management
- 29. User & Technical Documentation
- 30. L0 - Help Desk
- 31. L1 – Application SupportApplication Transformation ServicesPower Builder to .NET or J2EE
- 32. ASP to ASP.NET
- 33. Visual Basic to .NET
- 34. FoxPro to .NET
- 35. COBOL to .NET or J2EE
- 36. Access to SQL Server
- 37. SQL Server to Oracle
- 38. DB2 to SQL Server or Oracle
- 39. File Based System to DB2
- 40. File Based System to SQL Server
- 42. Service EnablementValue Added ServicesSome of the Key Value Added Services includeApplication DocumentationApplication Productivity ImprovementsApplication Performance Tuning 88
- 43. Transition
- 44. Transition FrameworkCurrent ServicesBy Customer / Incumbent Support TeamCustomer Support TeamGSS America TeamOnsiteOffshoreDue DiligenceDue Diligence and InitiationTransition PlanningRamp-up GSS America Onsite/Offshore ResourcesEstablish Customized KT ProcessKT Kick offInfrastructure Set upKT Techniques Self Study
- 45. Classroom and Discussion
- 46. Joint WorkshopsKT & Shadow SupportKnowledge TransferAcquire Knowledge Business
- 47. Process
- 48. TechnicalReview & Refine ProcessesShadow SupportStage 1Discuss Tickets,
- 50. KT to offshoreStage 2Fix Low Criticality Problems,
- 51. Interact with Client users, Involve offshore in tickets/problemsStage 3Fix all defect types, Discuss solutions with incumbent teamSteady State & OptimizingStabilizationDeliver Support Services from OffshoreCut Over ActivitiesContinuous Improvement10
- 52. Due Diligence Assessment ParametersHelp Desk
- 59. QA process
- 60. KM practices
- 61. Service Windows
- 62. Current Service Levels and Service History
- 63. Information Security / Business Continuity / Disaster Recovery
- 64. Application Size
- 65. Complexity
- 66. Criticality
- 67. Volatility
- 68. Technology / Resource / Skill
- 69. Documentation
- 70. Test suites
- 71. Interfaces
- 73. Network and Special H/W, S/W requirements
- 74. Development backlogAssessment ParametersApplicationCharacteristicsServiceCharacteristicsOrganizationCharacteristicsDue Diligence DeliverablesDue Diligence Report : This covers Scope definition, Assessment of current application state, Current service metrics and key performance indicators, Current problem areas and Offshorability Analysis ReportTransition Plan: This covers Transition Approach, Transition Plan/Timelines, Risk assessment and critical success factorsOrganization Structure
- 75. Current Staffing
- 76. Business Nature
- 78. Interface with other groups
- 79. Governance Needs
- 80. Reporting / Communication guidelines
- 82. Knowledge Transfer ProcessExplicit knowledge
- 84. Hands-on
- 85. Tacit Knowledge
- 86. Workshops
- 87. Requires greater people-to-people interactionTechnicalFunctionalTechMentoringTacitJobClassroom TrainingClassroom sessionFunctional WorkshopsRemote Cross TrainingTech FamiliarizationKnowledge Repository
- 88. Shared between Onsite & Offshore teams
- 93. Recorded sessionsBusiness ProcessInterviewsProblem Log AnalysisDoc. Collection & ReviewBusiness RulesExplicit12
- 94. Service Delivery
- 96. Agile Framework
- 97. Estimation ModelsLegend:Ö- ApplicableX - Not-Applicable
- 98. Typical Team StructureCustomer ResourcesGSS ResourcesGSS InvestmentContract RequirementsProject SponsorAccount ManagerEscalationDelivery ManagerProject ManagerRequirements/SignoffEscalationProject TeamProject Manager *Deliverables/Status ReportsTeam MembersTeam MembersTeam Members* Shared Resource
- 99. Governance ModelEscalationSteering CommitteeGSS ExecutivesCustomer ExecutivesMeeting : Once a QuarterProgramme DirectionReview adherence to SLA’sReview performance on key metricsSet targets for ODC growthProgram ManagementMeeting : Once a MonthSLA AdherenceOnsite Offshore Ratio / Offshore LeverageBudgeted Vs Actual cost of project deliveryUtilization of budgeted resourcesOn time DeliveryRetention of the resources Attrition in the projectNetwork AvailabilityCustomer Delight IndexCustomer Program ManagerGSS Delivery HeadGSS Program ManagerProject ManagementCustomer Project ManagerProject ManagerProject LeadMeeting : Once a WeekProject Status & Tracking, SLA and MetricTracking Operation Issues, DeliveryCoordination Issue Consolidation andTracking Risk Management, Change Management18
- 100. Configuration, Change & Release ManagementConfiguration ManagementChange ManagementRelease ManagementAgree on prioritization of request for ChangePlanningRelease PolicyPrepare schedule for building and implementationRelease PlanningIdentificationApprovalRollback PlanningControlPrepare integrated plan for build, test and release (including back out plans in case of failure to implement in productionRelease AcceptanceStatus AccountingRelease Build and ConfigureBuilding, testing and implementationAuditChange ReviewCommunication PreparationImplementation back out planIs successfully implementedNOGSS AmericaDistribution, Installation and TrainingCustomerYesUpdate the knowledge database and user. Close the requestGSS + Customer
- 101. Managed ServicesStrategicTacticalProject outsourcingOperationalStaff AugmentationEngagement Models
- 102. Flexible Pricing ModelsFixed PriceFeatures Price is a fixed amount
- 103. Present periodic increments
- 104. May include performance based penalties and incentivesBest UseNeed to control cost and obtain predicable pricing
- 105. Well-defined scope of work
- 106. Stable requirements
- 107. Measurable success criteriaRiskclient: Low/Medium
- 108. Service provider: High(but higher for all if baseline of services changes a lot!)Time & Material (T&M)Output BasedFeatures:Price based on the supplied resources, charge of materials and other costs incurred such as travel costs.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 incidentsBest UseGood estimate on number of resources
- 110. Client want visibility into resourcesRiskclient: Medium/High
- 111. Service provider: LowBest UseAccurate baselines with well defined, stable requirements
- 112. Fluctuations in output or consumption
- 115. Case Studies
- 116. Q & A
- 117. Thank You© 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