On Demand (AMS) Services Vijay T/October 2011 OD (AMS) Services Overview

On Demand (AMS) Services

Vijay T/October 2011

OD (AMS) Services Overview

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Business Drivers


ServiceNeed issues resolved quickly

Pressure to provide global time zone support coverage and local language support

Deliver consistent Service Level Agreements while

supporting growth

ResourcesLoss of key resources with

subject matter expertise

Staff reductions and flight risk

Limited resource availability for business

goals/objectives

Indentifying risks, compliance and process

conformity

Issues with system performance

KnowledgeRestricted technical and

training resources

Limited knowledge of new products

Technology obsolescence and application complexity

Challenging role of IT to drive process and technical

changes

Challenges

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Evolution of Skills Requirements


Complexity

Resources

Higher levels of complexityRequiring a more diverse skill set / expertise

Training ExpensesHeadcount reductionLack of Time

Delivering IS productivity gains while maintaining service levels is increasingly difficult.

Ski

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ents

Time

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• Flexible model offers standard & optional services• Global resource pool• Full Visibility & accountability to SLA adherence

QAD On Demand Services


Service Management

Infrastructure Management

Systems Management

Customization Management

EDI Management

Functional Management

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AMS Services Delivered On Premise* On Demand

Service Management

Functional Management O O

Customization Management O O

EDI Management O O

Systems Management O


Deployment Options


Optional Service * Server can be on customer site or other non-QAD hosted siteDefault ServiceO

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• Standard with On Demand

• What It Covers- Dedicated Client Manager- Structured Governance Model- Strategy Planning- Resource Alignment- Service Level Control Reporting &

Review Meetings- Budget Reviews

Service Management


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• Optional with On Demand- Priced by level of effort requested- Highly customizable

• What It Covers:- Super User Capabilities- Functional Application Support- Application Training- Change Management Ownership- Master Data Management- Business Process Outsourcing

Functional Management


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• Optional with On Demand- Priced based on initial creation time

• What It Covers:- Customization Management- Creation of New Customizations- Support for Existing Customizations- Documentation Creation- Change Control & Management- Integration Creation

Customization Management


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• Optional with On Demand- Priced by # of changes per year

• What It Covers:- EDI Ecommerce Transformation Map

Management

- New Trading Partner Implementation

- Proactive Follow Up with Trading Partners

- Transformation Map Changes

- Production Site Rollout

- Trading Partner Change Control

EDI Management


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• What It Covers:- Progress / MS SQL Database

Administration- Systems and Application Monitoring - Performance Tuning- Installations and Upgrades of QAD EA- Security Control- Qualified Environment Control

Systems Management


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• What It Covers:- Physical Server Management- Network Management- Storage Management- Operating System Support and

Scripting



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Severity Level Response Time

Resolution Time

Severity 0 Production system is down

30 minutes 8 hours

Severity 1 Critical problem with no work around

2 hours 2 business days

Severity 2 Software or production problem with a work around

4 business hours

5 business days

Severity 3 Minor problem, basic usage or functionality question

8 business hours

15 business days

Service Level Agreement


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Resolution Time by Severity


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Feb-10 Mar-10 Apr-10 May-10 Jun-10 Jul-10 Aug-10 Sep-10 Oct-10 Nov-10 Dec-10 Jan-1199.00%

99.10%

99.20%

99.30%

99.40%

99.50%

99.60%

99.70%

99.80%

99.90%

100.00%

QAD Application Environment

SLA Guarantees


Knowledgebase

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Global CoverageOD (AMS) Services Overview

United KingdomBrierley Hill

BelgiumAntwerp

ItalyMilan

The NetherlandsSchiphol Rijk

JapanTokyo

ThailandBangkok

ChinaShanghai

IndiaMumbai

South AfricaDurban

SpainBarcelona

BrazilSao Paulo

MexicoMexico City

United StatesCalifornia

AustraliaSydney

PolandWroclaw

United StatesIllinois

United States

New JerseyUnited StatesGeorgia

United StatesUtah

QAD Support and Data Centers = Local Presence, Global Reach

IndiaChennai

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AMS Delivery Tools


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Site to Site VPN


Customer

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• Current partners- Radley

• Level 1 only- Basic triage- Call routing

• QAD required to have 3rd party support agreement in place with 3 party

Third Party Product Support


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Application Management Services

Commitment


http://www.gsk.com/

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Load Balance Staff


Internal Resources

QAD Resources

Flexible Cost

Flexible Capacity

Experienced Staff

Fixed Cost

Fixed Capacity

Specialized Skill Sets

Use QAD For: Specialized Services

Global implementations

Temporary and Permanent Staff Augmentation

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Benefits


Service

Consistent quality service delivery

Defined Service Level Agreement

Flexible and scalable resource model

Meet new challenges

Resources

Core part of QAD

No single point of failure

Reduce risk

Unlock revenue

Drive future growth

Knowledge

Dedicated resources by specialty

Predefined transition processes and procedures

Expertise

QAD Application Management Services

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• Contact your Regional Account Representative

• Contact Vijay T – QAD OD Program Manager- [email protected]

Any Questions?


Documents

On Demand (AMS) Services Vijay T/October 2011 OD (AMS) Services Overview