Managing Partner

● Implementation with best Industry practices for streamlined business processes ● Expertise in handling multiple turnkey projects and successful delivery in line with the complete project scope Support • Upgrades • Remote Development and Support (24/7) • End to End Implementation (Remote) • Performance Tuning (Application + SQL Server Side) • Version and Patch Management • Add-on Development & Implementation • Integration to eCommerce + Third Party Applications • Domain experience in Transportation and Logistics, Manufacturing, Construction, Education, Distribution and Retail, e-Commerce etc Service Portfolio ERP CRM ADD-ON UPGRADE SUPPORT Consulting Consulting Development Standard Product Onsite Implementation Implementation Implementation Add-ons Offshore Support Support Support Support Dedicated Team Implementation Methodology - Life Cycle Services Results in Lower Implementation Costs and Rapid ROI! Engagement Models Note: We work on standard rates @ 40 USD per man hour Support Services @ ● Functional and Domain Experts ● D365 Business Central ● Customized Support ● D365 Finance and Operations.
● DWI ● EDI / EAI Functional ● Portal Support Development Support Basis Support Tools, Technology Help Desk & Infrastructure ● Providing SLA driven support ● Penalty - Bonus based Service Delivery ● Complete Service Health Transparency - Metrics Reporting, Dashboards & Technical Support Trend Analysis ● Support of D365 Business Central or NAV ● Support for D365 Finance and Operations or AX ● End to End service provider for software services and Infrastructure services ● In-house developed tools ● DBA & OS ● Data Management ● Archiving ● Security & Authorization AMS FRAMEWORK SLA - Compliant SLA - Compliant Customer Relationship Management Project Management Quality Management Development Methodology Change Management Reporting Risk Management Governance Quantitative Measurements complimented by WSR, QSR, AMS Transition Methodology MSR Optimization & Improvement Execution Service Transition Deployment Dynamics Project Initiation Academy Knowledge Management Knowledge Retention and Sharing.
Catalyst Essential drivers to achieve optimizations, reduce waste and bringing year-on-year benefits Agile transition SLA - Compliant SLA - Compliant Project • WSR - Weekly Support Review • MBR - Monthly Support Review • QBR - Quarterly Support Review 15 AMS FRAMEWORK - COMPONENTS Resource Staffing, Accountability • Forward focused staffing, contingency and risk mitigation plans • Experienced technical resources • Clear accountabilities established • Clear understanding of the COE processes • Clear understanding of the onsite/offshore development model by all Project team members • Strong functional and technical experience Planning, Discipline and Control • COE focus area: Processes covered should have synergy • Effective management of scope change • Responsive approval process of deliverables • Strict adherence to COE procedures • Recording and tracking of problem tickets • Adherence to Security profile disciplines • Understanding the business, Effective SLA's in place Project Management and Tools • Reliable infrastructure for onsite/offshore communications • Knowledge repository for continuous improvements • Expectations management on SLA, Scope etc • Formal knowledge transfer to COE • Well defined metrics • Monitor metrics • Usage of tools for planning, execution and management Communication & Escalation Process • Timely decision and escalation process in place • Strong focus on communication and awareness across all teams, participants and stakeholders • Proactively resolving issues (active risk assessment focus) • Close collaboration among Global COE and Local CoEs • Communication, communication, communication Readiness Checks & Risk management • Readiness and risk assessments performed regularly • Ensure contingency plans are in place to provide additional support, tools and training • Standard training procedures to induct new COE members • Project documentation User Community & Management Confidence • Build confidence at the local management level- ensure effective briefing and competency to manage transition • Early visibility and plan for introducing additional roles and responsibilities • Focus on user readiness through hands-on interaction, risk assessment and contingency planning • Corporate sponsorship Landscape and Infrastructure • Multiple standards due to independent CoEs • Multiple versions of D 365 BC/F&O in scope for COE AMS ENGAGEMENT MODELS Professional Services Hybrid Model Managed Services (Staff Augmentation) (Selective Out-tasking) (Out-tasking/ Out sourcing) • Management with Client • Resources with specified skill sets - Hit rate - Mobilization response - Demand response - Competency level • Client ready Resources - Induction Manual • Joint Metrics Reporting • Workload management and Supervision • Management with Client • Joint Forecast Planning - Response Ramp-up and Ramp-down thorough proactive planning • Client-ready Resources - Induction Manual • resources work with Client resources • Joint Metrics Reporting • Management with Client • Joint Forecast Planning • Client-ready Resources - Induction Manual • Metrics Reporting • Service Level Measurement and Monitoring TEAM STRUCTURE - SAMPLE (HYBRID / MANAGED) Client Engagement Manager Team Member Core 1 Core 2 Core 3 Core 4 Onsite Lead Onsite Lead Onsite Lead Onsite Lead Onsite Offshore Support Team Technical + Functional + SME • Tactical/Strategic Support: Support engineers provide Tactical & Strategic support across areas.
• SME: In parallel, each engineer also serves as SME for one/multiple areas providing expert level support/guidance to customers and other Support Team members SUPPORT LEVELS Levels Support Activities L0 - L0 Key User / Super User Support L1 - First Level Help Desk Support Parameters governing Maintenance Framework for Applications L2 - Problems escalated by Level-1 - All Stopper & High Priority Tickets L3 - Medium/Low Priority Tickets - Major Enhancement • Receiving Calls from end users and raising tickets • 24 X 7 Call Center support • User can call Helpdesk for any Dynamics related problem • Level-1 team will attend & analyze the call, create Ticket • Determine the problem area/origin • Resolve all "How To?" type problems • Escalate to L2, if needed • Metrics Review • Detailed problem determination • Resolution of all Stopper & High Priority Tickets • Stepping through the Config Code..
• Transaction support, minor configuration changes • Escalation to L3, incase of Enhancements/Major Application Changes • Operates out of India Development Center • Handle all Medium & Low Priority Tickets • Major application changes/enhancements (through Change Request) for Development and Configuration • System Administration & monitoring, database tuning & sizing, optimal integration of applications, SAP/Mulesoft/D365 BC/F&O (NAV/AX) hot pack applications etc.
MAINTENANCE FACTORS Size Parameters • # of named users • # of concurrent users • # of Dynamics 365 Applications • Application modules Application Complexity • # of enhancements • Degree of customization • Workload profiles Criticality • Business Criticality • Service level requirements • Support Structure and service Levels Stability • # of years application in operation • # of critical bugs • # of system downs Technical complexity • System architecture total # of systems, production systems only) • Technologies involved • # of servers Integration Complexity • Integration touch points • # of inbound interfaces • #of outbound interfaces • Transaction through interfaces Level of Documentation • Requirements documents • Design documents • Test plans AMS NEXT LEVEL - OPTIMIZATION Confidential ANALYSIS OF TICKETS - OPTIMIZATION (SAMPLE) Support Level Average Closed Type of activities Volume Resolutio Duration Tickets Breakout n Rate per Incident (Minutes) Level 1 55 300 32.05% Level 2 Incident Std 67 Operational 11 Task % Request for 8% 70 210 Admin 49.08% Request for 8% Info Request for 5% Change Other 1% Level 3 Incident Std 65 Operational 17 Task % Request for 6% 79 90 Admin 18.87% Request for 7% Info Request for 4% Change Other 1% Total Level 1, 68 600 2 & 3 PROCESS - ELEMENTS 4 program drive approach:- ● Process & Quality Driven ● Tools & Automation driven ● Knowledge driven ● Best Practices Driven Will implement ITIL Guidelines through:- ● ITIL certified process consultants ● Taking ownership of implementing standard processes ● Process design / alignment to ITIL frameworks ● Defining audit process, templates, checklist forms ● KM on daily transactions.
● KM on standard activities.
● IP Retention ● Documentation Support Knowledge Management Continuous Improvement Six Sigma L1 Support L2 Support ITIL Guidelines L3 Support Automation Monitoring Achieved by:- L1 Support ● Increase in Automation L2 Support ● Enable System and L3 Support Environment Monitoring Various enablers will be leveraged to enable Tier 1, which will be helping to achieve enhanced service levels Enabling Tier 1 Will be Achieved through:- Productivity & ● Execution Optimization.
Utilization ● Communication Optimization.
● Knowledge Management Optimization ● Business - IT Integration Optimization Reducing Overall Tickets Reduce Tickets through:- ● Regular Causal Analysis ● Preventive Maintenance ● Create Self Help ● Eliminate repetitive Incidents ● Provide Inputs to Application Teams TRANSFORMING PRODUCTION SUPPORT As Is State Intermediate State Final State Continuous State L1 Support L2 Support L3 Support People People People People Process Process Process Process Tools Tools Tools Tools Technology Technology Technology Technology L1 Support 0-4 Months 4-6 Months L2 Support 6-9 Months > 9 Months L3 Support ● Expand L1, L2 and reduce L3 Continuous Improvements Determine As Is State Cross Knowledge Share across ● Optimization by increase in through Innovation, 6 Sigma, Benchmark L1, L2, L3 productivity Quality Analysis Intermediate state ● Measurements Methods ● Proactive Monitoring and Supportive Tools People Upgrade Skills, Cross Training, Improve Productivity, Rotation and Motivation Process Process to Create, Acknowledge and Resolve Tickets, Perform Root Cause, Fishbone Analysis etc.
Tools Implement Tools to facilitate proactive monitoring and track tickets Technology Tracking Critical breakdowns, Utilize technology for Alarms, customize to ensure priority tickets SLA DRIVEN SERVICE EXPERIENCE SLA CATEGO RY ResponDeployment Matrices se Resolut ion Handov er to other team Illustrative SLAs SLA TYPE TARGET TIME FREQUE CALCULATION MECHANISM COMPLI NCY OF ANCE MEASU RE Severity 1 Tickets 30 min Month (Time taken to Severity 2 Tickets 90% 1 hr ly acknowledge ticket, when received by Support team) Severity 1 Tickets 8 hrs (Time taken to resolve Month ticket, when acknowledged Severity 2 Tickets 85% 24 hrs. ly by Support team) . The time excludes the effort logged by Non Support.
Severity 1 Tickets 2 hrs (Time taken to handover 90% Month ticket to other support Severity 2 Tickets 4 hrs ly team, when acknowledged by Support team) SLA based Metrics METRICS - MEASUREMENTS AND REPORTING Multiple metrics will be tracked, and reported on a Week, Month and Quarter basis.
These metrics will also serve as the basis for efforts around problem management Number of Deployments Deployment Time Number of Issues Where FTE intervention needed Environment Issues Number of Bugs Opened by Dep Team Number of Bugs Resolved by Team Upgrade deployment before each release Initial Response SLA compliance (overall) Initial Response SLA compliance (per area) Resolution SLA compliance (overall) Resolution SLA compliance (per area) Week-on-Week Trends on SLA compliance Month-on-Month Trends on SLA compliance Quarter-on-Quarter Trends on SLA compliance %age issues resolved using existing KB/documentat ion %age of issues resolved with help of 3rd Party Vendors KB Effectiveness Frequency of KB Volumes of new updation documentation created 3rd Party Dependency Tracking No. of issues Time taken by escalated to 3rd 3rd Party to Party / per team respond to issue FTE Support Utilization Effort (hrs) Weekly/Monthl spent my FTE in y trends on FTE Support issues involvement in Support SAMPLE DASHBOARD Area of Focus DELIVERY MODEL Confidential DELIVERY HIGHLIGHTS Delivery Highlights • On boarding of resources using Academy • Knowledge Management/Retention • Data driven - Metrics & Dashboards • Creating Expansion and Retainer Teams • Smooth Transitioning • Establishing Proper Communication Channels • Setting up - Customer One Team across globe • Quality Management • Focus on Day 1 Primary shifts from onsite • Strong Governance to ensure SLA Compliance • Process Standardization • Continuous Improvement and Value add