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8/6/2019 ams-mindspeakfinal-1234169059716129-2

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2008 MindTree Consulting

2008 MindTree

Application Maintenance Services (AMS): An Overview

Ramesh Dorairaj

February 2009


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2008 MindTree Slide 2

Application

Maintenance

Application

Maintenance

Costs

CSAT

Projects

BusinessImpact

Risk

People

SLAManagement

ApplicationPortfolio

How do I keep myfixed costs low,but get people atthe right time?

How do I keep myfixed costs low,but get people atthe right time?

How can Iminimize businessimpact of downtime, but run an

aggressive changeprogram?

How can Iminimize businessimpact of downtime, but run an

aggressive changeprogram?

How can we provideflexible services tothe business, butkeep it aligned to

our overalltechnology choices?

How can we provideflexible services tothe business, butkeep it aligned to

our overalltechnology choices?

AMS: A Complex Engineering And Management Challenge


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ServiceQuality

ServiceQuality

ManagingOffshore

ManagingOffshore

Transition

Transition

Control

Control

KnowledgeRetention

KnowledgeRetention

Security

Security

OperationalReliability

OperationalReliability

ChangeRequests

ChangeRequests

Application

Maintenance

Application

Maintenance

Costs

Costs

CSAT

CSAT

Projects

Projects

Business

Impact

Business

ImpactRisk

Risk

People

People

SLA

Management

SLA

Management

Application

Portfolio

Application

Portfolio

Governance

Governance

Flexibility

FlexibilityServiceExperience

ServiceExperience

HygieneFactors

HygieneFactors

And Outsourcing Adds A Layer of Complexity


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MindTree Can Help You Address The AMS Challenges


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Our Transition Methodology

Portfolio Analysis

Portfolio Analysis

Transition Planning

Transition Planning

Study

Study Estimate

Estimate Plan

Plan Baseline

Baseline

Transition PlanProject PlanKnowledge Item Tracker

Transition PlanProject PlanKnowledge Item Tracker

Knowledge Transfer

Knowledge Transfer

Learn

Learn Demonstrate

Demonstrate

Application HandbookTransition PlanProject PlanKnowledge Item Tracker

Application HandbookTransition PlanProject PlanKnowledge Item Tracker

Observe

Observe Demonstrate

Demonstrate

Perform

Perform Verify

Verify

Support

Support Change

Change

Application HandbookProject PlanStatus ReportsRoot cause Analysis

Application HandbookProject PlanStatus ReportsRoot cause Analysis

Transition

Optimize

Optimize

Shadow Support

Shadow Support

Assisted Perform

Assisted Perform

Steady State

Steady State


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2008 MindTree Slide 6Slide 6Slide 6Slide 6Slide 6

Steady-State Process Framework


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Operational

Strategic

Value

Flexibility

MTBFMTBF

SLASLA

Cost

Variance

Cost

Variance

CR LatencyCR Latency

DeliveredDefects

DeliveredDefects

ScopeCreepScopeCreep

UserEffortUserEffort

TATTAT

VolatilityVolatility

Function/

ApplicationRatio

Function/

ApplicationRatio

Team

Variance

Team

Variance

Application/

PlatformRatio

Application/

PlatformRatio

Size/ScheduleRatio

Size/ScheduleRatio

Management/Total EffortManagement/Total Effort

Onsite/OffshoreRatio

Onsite/OffshoreRatio

YoY

CostReduction

YoY

CostReduction

CSATCSAT

TeamSAT

TeamSAT

CORE

StructuralEffectiveness

ProgramEffectiveness

MaintainabilityMaintainability

PlatformEffectiveness

Failed

Fixes

Failed

Fixes

OperationalEffectiveness

We Help Manage You Through The Metrics


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Business Process Oriented Transition Traceability from business process to technical components,

interfaces and databases

Improved Impact Analysis, including cross-applicationdependencies

Visual log analyzer to focus on analyzing logs better

Supports Pattern based log files

Progressive filtering to zero-in on exact log

Helps locate context of an event

Particularly useful in solving difficult thread reuse issues

Insight

Application Maintenance Platform

Maintenance Estimation Model

Our Engineering Tools Support Our Success

Queuing Theory based approach

Based on Issue Arrival Rate, Service Rate and SLA

Predicts team utilization


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i

r

A S L v rs of Exc ll c

Portfolio

Ratio alizatio

Risk Frra sitio

ImprovR spo s

to Cha g s

I cr asai tai ability

of Co

BetterValue

Delivered


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Transition Case Studies

Major Global Insurer

Customized transition approach duringwhich incumbent would not be available fortransition

Commitment from stakeholders ondifferent SLA for Transition and SteadyState

Process interoperability exercise to definethe engineering process

Took over support and critical developmentwhile the incumbent vendor removed theirteam before start of transition

Rationalizing application stack

Process automation and rationalization

Transition from a hostile incumbent

Initiated pilot projects before transitioningthe large set

Portfolio included underwriting,reinsurance and accounting applicationsacross several technologies

Phased transition from multiple contractors

Detailed Transition Planning for CommercialFinance

Process Interoperability exercise to definethe engineering process


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Sample Case Study: A Major Global Insurer

Timelines Snapshot of Improvements

Reduced approximately 100 ticketsper month ($50K per year) by doingdaily refresh (from monthly) andcreating self service for the users toget their reports

Saved 1 week of effort ($1.5K) peraudit request through automation

Savings of nearly $75K bydeveloping the EndorsementMapping tool (100+ mapping changeseach month (up from 30 requestsper month before the tool)

Reduced troubleshooting time by75% (saving of $60K per year)through health checker process

Initiate PilotProjects

PerformKnowledge

Transfer Setup InterimConnectivity

Make OffshoreOperational

Cutover Pilots intoProductionSupport

START + 3 MONTHS

10 Program CriteriaDefined

Setup ProgramComponents

1. SetupInfrastructure

2. Define Processes

3. Define Metrics andReporting

4. Operationalize BCP

5. Setup Helpdesk

START + 7 MONTHS

Met ProgramCriteria

IdentifiedTransition

Projects Transition

Planning

Team Rampup

START +10MONTHS


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2008 MindTree Consulting 2008 MindTree 2008 MindTre

Imagination Action JoyImagination Action Joy

Application Maintenance Services

[email protected]

+91-80-26711777

www.mindtree.com

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