Application Management and Support - Shared Services Featuring the Pay Per Ticket Model
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Today, a variety of IT applications support business processes, giving it a competitive edge. Hence, applications that drive these businesses need to evolve just as rapidly while ensuring uninterrupted service to the customer. Systems and applications do stabilize over time, but they still need maintenance. However, maintaining support resources and infrastructure can be costly and time consuming. Several models have emerged in the recent past that try and address this challenge, however a majority of them have had little success, frustrating service providers and customers alike and leaving neither of them satisfied. In this webinar, our Consulting Director, Manoj Machiwal, will talk about how to address these challenges using the Pay per Ticket Model, a phase of new revolution in the AMS industry. Get the maximum from your application support and maintenance investments and take a look at the future road map of AMS. Know more, please visit: http://www.jadeglobal.com/
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Application Management and Support - Shared Services Featuring the Pay Per Ticket Model
- 2. • All attendee phone lines are on mute • Expand or collapse Attendee Control Panes by clicking the +/- on the upper left side of each pane • With VoIP, audio quality can vary based on your audio software/hardware manufacturer and operating system • To switch audio formats: • In the Audio pane, select either “Use Telephone” or “Use Mic & Speakers” • If switching to the telephone, be sure to enter the Audio PIN noted in your Control Pane • Type questions into the Questions box and click “Send” © 2011 Jade Global, Inc. | 1731 Technology Drive Suite 350 | San Jose, CA 95110 | www.jadeglobal.com 2 Jade Global Confidential.
- 3. Bijal Shah – Marketing Executive 408-899-7207 Manoj Machiwal – Consulting Director 408-981-7068 © 2011 Jade Global, Inc. | 1731 Technology Drive Suite 350 | San Jose, CA 95110 | www.jadeglobal.com 3 Jade Global Confidential.
- 4. Current Challenges • Challenges – AMS • Challenges - Demand Fluctuations • Challenges - Cost AMS 2.0 Benefits AMS 2.0 Engagement Models AMS 2.0 Advantages AMS 2.0 Winning Factors Q&A © 2011 Jade Global, Inc. | 1731 Technology Drive Suite 350 | San Jose, CA 95110 | www.jadeglobal.com 4 Jade Global Confidential.
- 5. • AMS need to keep pace with ever evolving business processes • Technology growing obsolete with time • Available AMS options (dedicated AMS team or shared services) - effective but come with riders • Seasonal and/or variable needs • Various new IT initiatives, PoC, pilots, small improvement projects etc., things can make the difference • Dealing with sense of unknown and complex nature of expensive new technologies within limited resources • Limited Funding - New initiatives vs. AMS © 2011 Jade Global, Inc. | 1731 Technology Drive Suite 350 | San Jose, CA 95110 | www.jadeglobal.com 5 Jade Global Confidential.
- 6. • Maintaining a team of expert consultants • Building new competency • Following processes and maintaining Service level • 24 * 7 all through the year • Inflexibility to do more within limited resources © 2011 Jade Global, Inc. | 1731 Technology Drive Suite 350 | San Jose, CA 95110 | www.jadeglobal.com 6 Jade Global Confidential.
- 7. • Capability to address demand fluctuations in terms of ramp-up and ramp-down • Depth in team to address varying IT needs based on situation • Ability to respond to complex scenario on short notice © 2011 Jade Global, Inc. | 1731 Technology Drive Suite 350 | San Jose, CA 95110 | www.jadeglobal.com 7 Jade Global Confidential.
- 8. • Availability of trained consultant/experts to execute complex pilots, large development work • A methodology to address pilots, PoC, development work on need basis, possibly within AMS • Service model to address varying IT needs © 2011 Jade Global, Inc. | 1731 Technology Drive Suite 350 | San Jose, CA 95110 | www.jadeglobal.com 8 Jade Global Confidential.
- 9. Today’s Challenge How we can help! Based on a shared services model with focus on value than on Captive resources resources. Seasonal use of applications leads to certain services being used Seasonal use of applications only during specific periods. This requires added resources during this time. Our services scale and de-scale as per users need. Rapidly changing business Our engagement models ensure that IT support keep on evolving models vs. change in IT as per changing business scenario processes Limited coverage across Our delivery model ensures that you get the support you need geographies 24x7x365 As business models change, support requirements would also Cost to benefit ratio takes a hit change. With our shared services model you can scale your when scaling support services requirements with a fraction of the cost as compared to captive resources Addressing growing requirements within/despite Jade offer a truly flexible and elastic AMS model limited scope of AMS © 2011 Jade Global, Inc. | 1731 Technology Drive Suite 350 | San Jose, CA 95110 | www.jadeglobal.com 9 Jade Global Confidential.
- 10. • Tool based tracking and reporting • Offshore centric with onsite presence ensures round the clock support • Expanded service portfolio with a diverse pool of consultants • Complete Oracle E-business Suite coverage, including DBA Support with Business Intelligence (BI) • Flexible coverage up to 24X7 • Financially backed SLA and process-based offering • Pay per use model • Easy to scale • Effective resource utilization, lower overheads for the customer • FAQ and issue information database leverages past experiences © 2011 Jade Global, Inc. | 1731 Technology Drive Suite 350 | San Jose, CA 95110 | www.jadeglobal.com 10 Jade Global Confidential.
- 11. Model 1 – FTE Based • Minimum 1 FTE, then multiple of 0.5 FTE • 5 Tracks coverage for 1 FTE • 8 Tracks coverage for 1.5 FTE onward Model 2 – Service Requests Based, with Effort Specified for Enhancements • 34 SRs per PM for support alone • Various combinations of SR numbers and enhancement efforts • Enhancement effort can be combined over a quarter for larger requirements such as pilot, PoC, upgrade assessment, small upgrade, complex development • Quarterly revision of combination based on needs of each customer until the right fitment is achieved © 2011 Jade Global, Inc. | 1731 Technology Drive Suite 350 | San Jose, CA 95110 | www.jadeglobal.com 11 Jade Global Confidential.
- 12. Parameter Traditional AMS Shared Services AMS 2.0 Scope Coverage Y Y Y 24 * 7 * 365 Y Y Y Demand Fluctuation N Y Y Development Work Limited Limited Full PoC, Pilot N N Y Flexible and Elastic N N Y Process Based Y Y Y SLA Based Y Y Y Skilled Resources Limited Limited Full Breadth of services within Limited N N Y Scope Tool Based Y Y Y © 2011 Jade Global, Inc. | 1731 Technology Drive Suite 350 | San Jose, CA 95110 | www.jadeglobal.com 12 Jade Global Confidential.
- 13. • Choose the model on a per need basis Consulting Approach • Revise the model based on past data and trends for best fit • Freedom to choose • Covers not just AMS, but smaller projects, PoC, Upgrade Assessments, Custom Development from the effort base of Do More With Less AMS • No cap on enhancement request size • SR and FTE based pricing, multi track coverage from 1 FTE onwards Flexible • Choose from the combination of enhancement and support effort • Based on your need, you can revise the model after a quarter • Cover multiple types of development within enhancement effort • Choice to combine enhancement effort for 3 months (1 quarter) Elastic to address complex development needs • Elasticity to take on bigger development work © 2011 Jade Global, Inc. | 1731 Technology Drive Suite 350 | San Jose, CA 95110 | www.jadeglobal.com 13 Jade Global Confidential.
- 14. Your Long Term IT Services Partner for Growth Onsite • Planning • Requirements • Assessment • Design • Enterprise System Integrator • Strategy • Pilots • Architecture • Training • 100+ customers for over 10 years • Oracle Platinum Partner • Oracle Certified Accelerate Solution Boston, MA China Provider • Right sized with strategic Delhi, India San Jose, CA partnerships Pune, India • Experience with Global Implementations • Global Delivery Capability – US, India • Prototyping • Conversion and China • Proof of • Maintenance/ Concept Enhancement • Right Shore Delivery Model • Development • Support • Testing • SAS 70 Type II Certified Offshore • Proprietary Solutions © 2011 Jade Global, Inc. | 1731 Technology Drive Suite 350 | San Jose, CA 95110 | www.jadeglobal.com 14 Jade Global Confidential.
- 15. © 2011 Jade Global, Inc. | 1731 Technology Drive Suite 350 | San Jose, CA 95110 | www.jadeglobal.com 15 Jade Global Confidential.
Editor's Notes
- ROSAN:Hello everyone, and thank you for joining us today. Just a little housekeeping before we beginAt any time throughout the presentation and during the Q&A you can submit chat questions on your GoToWebinar consoleWhen we go to the Q&A if you would like your line to be opened simply “select “Raise Hand” on your GTW console and we will let you know when your line is opened.(NEXT SLIDE) INTRODUCTIONS….
- ROSAN:A few introductions. My name is Rosan Primeau, Director of Marketing at USJadeI’m joined by Manoj Machiwal, Consulting Manager at USJade….The presentation will be approximately 35 to 40 minutes and the remainder of the hour will be Q&A. We are happy to talk to you at anytime after the meeting, so do not hesitate to contact us.NEXT SLIDE
- Example – Mainframe support, no one want to do, 11i getting obsolete
- Org need support during month-end, year-end, limited DBA support for fixed duration
- Refer Service Guide