Application Maintenance Services (AMS): An Overview

Ramesh Dorairaj February 2009

2008 MindTree Consulting 2008 MindTree

AMS: A Complex Engineering And Management Challenge

How do I keep my fixed costs low, but get people at the right time?
People

CSAT

Projects

Business Impact

Application Maintenance

Risk

How can I minimize business impact of down time, but run an aggressive change program?

Application Portfolio

SLA Management

Costs

How can we provide flexible services to the business, but keep it aligned to our overall technology choices?

2008 MindTree

Slide 2

And Outsourcing Adds A Layer of Complexity

Service Experience
Change Requests

Service Quality

Flexibility
Knowledge Retention

CSAT Projects People

Operational Reliability

Business Impact

Application Maintenance

Risk

Transition

Application Portfolio Costs

SLA Management

Security

Hygiene Factors
Managing Offshore

Control

Governance

2008 MindTree

Slide 3

MindTree Can Help You Address The AMS Challenges

2008 MindTree

Slide 4

Our Transition Methodology

Portfolio Analysis Transition Planning
Study Estimate Plan Baseline

Transition Plan Project Plan Knowledge Item Tracker

Knowledge Transfer
Learn Demonstrate

Transition
Application Handbook Transition Plan Project Plan Knowledge Item Tracker

Shadow Support
Observe Demonstrate

Assisted Perform
Perform Verify

Steady State Support Change Optimize

Application Handbook Project Plan Status Reports Root cause Analysis

2008 MindTree

Slide 5

Steady-State Process Framework

2008 MindTree

Slide 6

We Help Manage You Through The Metrics

Strategic
Program Effectiveness
CR Latency CSAT Size/Schedule Ratio Scope Creep Application/ Platform Ratio Function/ Application Ratio

Platform Effectiveness

Maintainability

CORE

User Effort YoY Cost Reduction SLA TAT Volatility

Value

Flexibility

Cost Variance

Management/ Total Effort Team SAT Team Variance Onsite/Offshore Ratio

MTBF

Failed Fixes

Delivered Defects

Structural Effectiveness

Operational Effectiveness

Operational
2008 MindTree Slide 7

Our Engineering Tools Support Our Success

Application Maintenance Platform
 Business Process Oriented Transition  Traceability from business process to technical components,
interfaces and databases dependencies

 Improved Impact Analysis, including cross-application

Insight
 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

Maintenance Estimation Model

 Queuing Theory based approach  Based on Issue Arrival Rate, Service Rate and SLA  Predicts team utilization

2008 MindTree

Slide 8

A S L v rs of Exc ll

Portfolio Ratio alizatio Risk Fr ra sitio

Better Value Delivered

I cr as ai tai ability of Co

Improv R spo s to Cha g s

i r

Transition Case Studies

Customized transition approach during which incumbent would not be available for transition Commitment from stakeholders on different SLA for Transition and Steady State Process interoperability exercise to define the engineering process

Took over support and critical development while the incumbent vendor removed their team before start of transition Rationalizing application stack Process automation and rationalization

Major Global Insurer

Transition from a hostile incumbent Initiated pilot projects before transitioning the large set Portfolio included underwriting, reinsurance and accounting applications across several technologies Phased transition from multiple contractors Detailed Transition Planning for Commercial Finance Process Interoperability exercise to define the engineering process

2008 MindTree

Slide 10

Sample Case Study: A Major Global Insurer

Timelines

Snapshot of Improvements
Met Program Criteria Identified Transition Projects Transition Planning Team Rampup START +10 MONTHS

Initiate Pilot Projects Perform Knowledge Transfer Setup Interim Connectivity Make Offshore Operational Cutover Pilots into Production Support START + 3 MONTHS

10 Program Criteria Defined Setup Program Components 1. Setup Infrastructure 2. Define Processes 3. Define Metrics and Reporting 4. Operationalize BCP 5. Setup Helpdesk START + 7 MONTHS

Reduced approximately 100 tickets per month ($50K per year) by doing daily refresh (from monthly) and creating self service for the users to get their reports Saved 1 week of effort ($1.5K) per audit request through automation Savings of nearly $75K by developing the Endorsement Mapping tool (100+ mapping changes each month (up from 30 requests per month before the tool) Reduced troubleshooting time by 75% (saving of $60K per year) through health checker process

2008 MindTree

Slide 11

Imagination Action Joy

Application Maintenance Services ams@mindtree.com +91-80-26711777 www.mindtree.com

20082008 MindTree 2008 MindTre MindTree Consulting