Marlabs Capabilities Overview: Application Maintenance Support Services
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Marlabs provided application support services for a large US chemical company by establishing an offshore Global Service Desk center. This centralized the client's fragmented IT support and reduced operational expenses. Marlabs conducted knowledge transfer and transitioned the client's support to the new center. They provided a mix of dedicated and shared resources using a managed services model to consistently support the client's SAP modules according to SLAs. Marlabs also implemented a monitoring system to track support activities and provide reporting dashboards.
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Marlabs Capabilities Overview: Application Maintenance Support Services
- 1. Marlabs Capabilities Overview Application Support Services © 2016, Marlabs - Confidential [email protected] +1 (732) 694 100 www.marlabs.com
- 2. • Founded in 1996 • 2100+ employees • Consistent year-on-year revenue growth • 100+ blue-chip clients across multiple verticals • IP driven global consulting and software services • Headquarters in Piscataway, NJ – USA • Global delivery headquarters in Bangalore, India • CMMI Level 5 and ISO/IEC 27001: 2013 certified Marlabs Snapshot 2 Global Locations Strategic PartnershipsAwards and Recognition Verticals Serviced Overview 35% 22% 9% 23% 11% Banking, Finance, Insurance Media & Education Transportation & Logistics Healthcare & Life Sciences Retail & Others
- 3. Global presence to drive speed and value Key locations 3 Marlabs Corporate HQ: One Corporate Place South, Piscataway NJ • Global Data Center • Network Operations Center • Sales, Acct. Management & Operations Support • Onshore Development Center Marlabs North American Training Facility Broadhead Road, Bethlehem, PA • Global Training Facility • Multi-Discipline Center of Excellence • Onshore Development Center • DR Data Center Global Development Center BWTC, Bangalore, India • Global Development Center • Multi Discipline Center of Excellence • Asia-Pacific Data Center • Network Operations Center Global Development & Training Center Udayaravi Road, Mysore, India • Global IV&V Center and CoE • Asia-Pacific Training Facility • Global Development Center Global Development Center & CoE Infopark, Kochi, India • Global Development Center • Centers of Excellence
- 4. Partners in our success Customers 4 Media & Education Banking, Financial Services, Insurance Healthcare & Life Sciences Logistics & Hospitality Retail & others
- 5. Secure, scalable and state-of-the-art Infrastructure 5 • 20,000 Sq. Ft. of infrastructure area (option to expand) • N+1 infrastructure topography • Dual and diverse power feed • Lit with multi-entrance fiber rings • State-of-the-art backup system & power unit • Redundant service providers for guaranteed network uptime • Dedicated secure channel • VLAN for ODC isolation with selective access using ODC gateway • Restricted access monitored by card and CCTV • Two factor authentication and biometric finger print scan • Advance intrusion prevention capabilities • ISO 27001 compliant information security practices • Full disaster recovery for hosted applications • FM200 fire suspension system for complete protection • Multisite Network Operations Center (NOC) for monitoring and management • Scalability and extending T1/T3 circuit to alternate DR sites SSAE 16 Type II Compliant Data Center, Piscataway, NJ Guaranteed Security Disaster Recovery
- 6. Full spectrum of solutions and services Service Offerings 6 Application Development and Maintenance | Information Security | IT Infrastructure Services | Testing | Packaged Implementation & Support | Product Engineering Cloud | Mobility | DAM | DW-BI & Analytics| Microsoft |Java | Open Source | ERP | Salesforce | IoT Services Industry Verticals Technology Solutions BFSI Education Transport Healthcare Energy RetailMedia Government
- 7. The expertise driving our solutions and services Centers of Excellence 7 • Improve legacy and proprietary Integration with current solutions/software • Positive impact on usability and architecture decisions among project teams • Increase overall user adoption • Implement the best practices for the development of solutions • Promote cross-platform flexibility • Rapid scale up for project requirements Marlabs Centers of Excellence (CoE) Primary objectives Industrialized assets and methods Innovation Architecture based on cost/benefit analysis Skills and resources Alliance ecosystem Microsoft Java/Open Source Digital Asset Management (DAM) Testing DW/BI & Analytics Mobile Infrastructure, Security & Cloud UI/UX ERP/CRM
- 8. Our IP assets Products and Platforms 8 Marlabs’ SAPX Platform delivers consumer-grade, mobile-first, cross-platform user experience for SAP as well as HANA. SAPX Real-time customer feedback is vital to business growth and sustainability. SocialSenser™ A Digital Learning System is a mobile, personalized, and measurable application developed by Marlabs for the pharmaceutical industry. MultiTouch™ A Web-based platform for developing and deploying end-to-end workers' compensation claims management systems MCO Central™ Platform
- 9. Our IP assets (cont'd.) Products and Platforms 9 Automated cloud migration assessment for enterprise applications enabling customers to have structured information and clear-cut strategy for cloud adoption Cloud Migration Assessment Toolkit (CMAT) Unified single pane of glass dashboards providing complete visibility into Managed Services operations OneConsole™ Social connector app that provides secure access via the web, smartphones, tablets. Enables private social network THOT: Bringing the benefits of social media A robust monitoring and management platform for mission critical applications running on public and private clouds. Cloud Monitoring and Management Framework (CMMF) Assess Build Deploy Manage Utilize ITIL standards and best practices, 24x7 monitoring, cloud based backup and recovery
- 10. Client Project Stakeholders Customer centric blended model Client Engagement 10 Client Executive Sponsor Client Program Manager Client Project Manager Client SMEs IT & Infrastructure Marlabs Executive Sponsor Marlabs Account Manager Business Analyst/ Lead Developer Technical Architect IT & Infrastructure Programmer/ Analysts Quality Assurance IT & Infrastructure Client Team Marlabs On-Site/Off-Site Team Marlabs Off-Shore Team • Strong Transition Mgmt. • Peer to Peer Communication • Defined Escalation Process Steering • Business Alignment • Work Prioritization • Metrics Monitoring Project Management Requirements/ Deliverables Task Monitoring & Control Project Status Issue Management Work Packages Technical Specs Project Lead/ Manager Project Lead/ Manager
- 11. Center Of Excellence - Objectives Marlabs Service Offerings Application Support Services
- 12. Service landscape Application Development & Maintenance Production Support • User Support • Configuration Management • Emergency Fixes • Application Support • Application Monitoring • Production Support (24x7) • SLA Management Maintenance • User Support • Regulatory • Minor Enhancements • Configuration Management • Corrective Maintenance • Preventive Maintenance • Database Administration • Change Management • Product Review • SLA Management Business Support • Quality Assurance • Emergency Fixes • Application Continuity • Application Monitoring • Database Monitoring • Product Enhancements • Production Support (24x7) • SLA Management Multi-Level Support (L1, L2, & L3) Flexible Shift Model (8x5, 12x5, 16X7, 24X7) Quality Assurance Multi-Channel Support (Phone, Email & Chat) Application Development Water Fall Model Iterative & Incremental V Model Spiral Model Code & Fix Life-Cycle Model Prototype Model Agile Model Custom Models Development Models Application Maintenance • Application design, development • Systems integration/consolidation • Re-engineering, • Implementation of packages Service Offerings 12
- 13. Service landscape Application Support Level 1 Support •End-user support, including response to calls and answering ‘how-to’ questions •Ticket resolution and logging •Resolution of basic IT/computer problems, such as username and password issues •Verification of physical layer issues •Installation/re-installation of basic applications •Verification of appropriate hardware and software installation •Assistance with navigating around application menus •Help with using knowledge management tools Level 2 Support •Monitoring ticket log •Providing break- fix/corrective and emergency support •Providing consultation and technical support to end- users •Resolving ad-hoc issues •Testing and releasing patches to production within a specified TAT Level 3 Support •Defect detection and root cause analysis •Minor enhancements and customization •Preventive, adaptive, and perfective maintenance •Routine maintenance activities •Need-based interaction and follow-up with third-party vendors, suppliers, etc. 13
- 14. Project governance model Marlabs Executive Committee Client Management Head – Account Management Chief Delivery Officer Service Management / Steering Committee Client Technology Office Manager Customer Account Manager Delivery Manager Operations Committee Service Track Manager Infrastructure Program Manager Vendor Management Office Support Groups Process Consulting Quality Client IT Team/ Service Owners OpsMgr / Change Management L1, L2, L3 Support Global Service Delivery Manager Messaging End User Computing Applications Server Operations IT Network 14
- 15. Ticket/Request flow Support Process Issues Triage/Escalate Call Closure Send status update and closure to customer team on the alert Marlabs L2 will resolve the issue Marlabs L2 Support Team L1 Support team Tickets/Issues being raised to support team logging/updating knowledge base and resolution in ticketing system Incident & problem management End user support Data fixes Code fixes Reports Alerts SLA based services ITIL based service delivery process Metrics and reporting Service improvement initiatives Support Services Escalate to L2 team Resolve using SOPs Delivery Assurance Marlabs L3 will resolve the issue Marlabs L3 Support Team Escalate to L3 team 15
- 16. Follow the sun model Support Process 24 02 04 06 12 1014 16 20 22 18 08 EST 8:00 am IST 5:30 pm EST 04:00 pm IST 01:30 am EST 12:00 am IST 9:30 amEST 7:30 pm IST 05:00 am 16
- 17. Indicative SLA & status reviews Service Levels Incident Priority Priority Definition Response Target Resolution Objective Min. SLA Adherence (%) Critical Emergency situation with severe business impact 15 minutes 4 hours 95 High Incidents that affect business and users but can continue with reduced functionality 30 minutes 8 hours 95 Medium Incidents that affect only few users performing standard business operations 1 hour 3 business days 95 Low Incident with low impact on the business and only affect specific users 2 hours 5 business days 95 Review Period Focus Areas Daily Operations Review Major incidents, critical updates, status updates Emergency change planned for next 24 hours Weekly Review Accomplishments review, major issues/highlights Performance metrics: # of incidents resolved, response, resolution SLA adherence Weekly call volume reports Review of planned maintenance activities Monthly Engagement Review Monthly PMR review Major activities and accomplishments Release management SWOT analysis Quarterly Review SLA adherence review Continuous service improvement plan reviews Overall project performance reviews 17
- 18. Typical transition phases and timeliness Transition Process Engagement Kickoff Due Diligence Plan Baseline Deliverables: Approved Transition Plan Draft Operations Plan Knowledge Acquisition Learn Demonstrate Deliverables: Operations Document Updated Operations Plan Deliverables: Finalized Operations Plan Metrics/Status Reports Steady State Operate Optimize Shadow Support Observe Demonstrate Week 1 Week 2 - 4 Week 5 - 8 Week 9 onwards Deliverables: Ongoing Engagement Governance/KPI Tracking 18
- 19. Transition matrix Transition Process Due Diligence and Planning Knowledge Acquisition Guided Support Steady State KeyActivities Key contact from Marlabs and client are identified Gather information and documentation on all servers and services in scope Marlabs team will be allocated tasks by client team Handle tasks independently by Marlabs team based on ticket allocation Finalize roles and responsibilities Train on client-related processes All issues/alerts will be classified by client and assigned to Marlabs team Provide monthly status report to client on overall support Finalize connectivity plan Access to tools and method of access Fine tune resource plan if required Understand the detailed scope Validate the desired SLA with existing resources Setup processes for capturing metrics and status reporting Prepare support plan Review existing documentation Validate the understanding gained by Marlabs team Deliverables Detailed project plan Knowledge repository Re-designed process flows SLA adherence, status reports Risk and mitigation plan SLA Detailed escalation plan Service improvement initiatives ClientTasks Designated personnel as the key contact for the length of the engagement Provide knowledge transistion to Marlabs team Guide Marlabs team on issues Review, validate transition plan Share documentation with Marlabs 19
- 20. Continuous Service Improvements Support Process Establish Baselines • Collect and analyze operational data and processes • Identity problems • Categorize problems under areas: Technology, Process, Service Identify Solution • Solution definition • Cost/Benefit analysis • Functional services • Identify immediate wins Transformation Methodology • Create SIP plan • Obtain sign-off from stake holders • Schedule SIP implementation Implement and Measure • Execute transformation • Measure progress • Verify metrics • Sign-off SIP Access Identify Plan Implement Incident Reduction Eliminate Repeat Issues Improve Resolution Times Process Automation 20
- 21. Center Of Excellence - Objectives Providing performance data about ability to meet SLAs Gathering historical and real-time data on service performance Preventing problems from recurring Proactively identifying potential issues so they can be resolved before they impact users Tracking and reporting metrics on an ongoing basis Periodic reviews •Weekly reports •Monthly reports •Performance management report (PMR) •SWOT analysis •Handling new deliveries Support Process Service Assurance Framework 21
- 22. Formal issue reporting (escalations) and resolution procedures Support Process Issue Resolution Breakdown Attempt to Resolve at Individual/Team Level Attempt to Resolve at Project Level Attempt to Resolve at Program Level Final Closure at Program Sponsor Level Escalation & Resolution Process The team member identifiesa specific open action item that impedes progress for the release/program. Team member contacts the owner to close out the issue or action. Owner does not provide resolution and offers no further attempts for closure or indicates they do not plan to close the item. Team contacts the project managementof the issue/actionowner for resolution after notifying the owner of the intent to escalate. Failure of resolution should be brought to the attentionof the Program Manager. The program manager should facilitatea session between stakeholders to understand the challengesto resolution and attempt to close the item. If the program manager can not resolve the open item with the stakeholders, all participants should develop a business case with options for resolution and present to the program sponsor for resolution, in the steering committee meeting. The program sponsor should provide final resolution based upon program vision/strategicobjectives for a closure. 22
- 23. Business value Marlabs ITIL driven service management framework Focus on Delivering operational, tactical and strategic benefits Increase in productivity through robust knowledge management and automation processes YoY case reduction via proactive correction and root cause analysis Reduced total cost of operations Flexible support models (8x5, 12x5, 16X7, 24X7) designed to meet your business needs, resulting in improved return on investment Rapid escalation and stringent support processes offer fast, efficient, and quality resolution Monitored risk-reward SLAs model for customers enabling clients to track the quality of service Flexible commercial models – managed services, professional services, BOT and outcome based pricing 23
- 25. Client Leading US chemical and pharmaceutical company Need The client has a complex global IT landscape which lacked a centrally-managed infrastructure and application support model Reduce operational expense associated with maintaining 24X7 monitoring, maintenance and support operations Marlabs Solution Built a dedicated centralized offshore Global Service Desk center at Bangalore, India to support and manage client’s IT infrastructure, application support (L1, L1.5) and SAP end-user support (L2) requirements in an SLA based managed services model Conducted a knowledge transfer and project transition phase to ensure all Marlabs support resources have sufficient access, knowledge, and confidence to provide a seamless user experience Provided a mixture of dedicated resources and shared service resources allowing for consistent coverage and support of all in-scope SAP modules Implemented Marlabs ‘OneConsole’ tracking and report monitoring system which integrates with client’s existing ticketing and monitoring tool to provide self-service access to dashboards and ad-hoc reporting showing agent activity, ticket history, and similar KPI data necessary to monitor and track performance and quality of service Adopted process efficiency driven ITIL framework SLA-based services backed with penalties and incentives to drive efficiency, effectiveness, and quality of service Provided separate white glove support to VIP users when interacting with service desk personnel for application and desktop support Benefits A customer-friendly and cost-effective IT services by leveraging ITIL Significant estimated reduction in operating costs Fixed monthly cost measured by SLAs Ensured enhanced and consistent customer service by providing best of resources and technology Technology Platform 24x7 infrastructure, application support, and desktop support. SAP modules (FI/CO, SD, MM, WM, CRM, PP, QM, APO, BI/BO, HR) Always available global support desk helps realize optimized application environment Marlabs Case Study 25
- 26. Client Leading airline services provider Need Ensure application availability and performance as well as maintain a satisfied user community. Marlabs Solution Global Application Monitoring and Support: L2 support – 24X7 alarm/alert monitoring and resolution, L3 Support – up to 24X7 production break/fix Custom Application Development: Inflight Exchange (IFx), Catering Exchange (CXP) and Galley Planning (GP4), new feature development, system re-architecture Packaged Application Maintenance & Support: SAP (SD, MM, FICO, PP, ABAP), SAP BW & HFM, airline and corporate interfaces Infrastructure Monitoring and Development Support: DBA (Oracle), JBoss, interfaces, QA/IV&V services, testing automation (5,000+ test cases) Flexible Blended Delivery Model: Balance of on-site and remote near and far shore resources distributed globally Benefits Consolidated IT services and support from multiple globally distributed support paths into a unified global service desk Approximately 38% reduction in support costs by providing cross-platform monitoring and support of 238 application servers and 46 database servers Automation of information processing resulting in significant reductions in processing windows and system maintenance windows Enhanced system capabilities to allow up to 500 concurrent users processing up to 5,000 service orders and 200,000 flight requests per day per airline Technology Platform Java/JEE, JBoss, SAP (SD, MM, FICO, PP, ABAP), SAP BW & HFM, Oracle DB, JBoss End-to-end application support services increasing value delivered by application Marlabs Case Study 26
- 27. Standing apart in the marketplace Value Proposition 27 Delivery Excellence Domain Expertise • Flexible, transparent, and mature engagement models • Seamless solution integration • Certification compliance • Robust Governance • Strong focus on emerging technologies • CoEs for technology proficiency • Best in class technology and security infrastructure Customer Centricity Investment In Talent • US based, IP driven organization with a digital technology focus • Flexible engagement models with global talent • Proven record of successful on-site, off-shore and blended engagements • Customized solutions and services • High competence levels in all technologies • Home grown algorithm for matching resources with customer’s unique need • Global training centers: Continuous quality improvement programs • High retention rates Higher Customer Satisfaction Excelling Employees Project Certainty Highest ROI and Value
- 28. Contact Us 28 USA New Jersey Marlabs Inc. (Global Headquarters) One Corporate Place South, Floor 3, Piscataway NJ 08854 - 6116 Tel: +1 (732) 694 1000 Fax: +1 (732) 465 0100 Email: [email protected] India Bangalore Marlabs Software (P) Ltd. Bagmane World Technology Center, 14th Floor, Citrine Block - 4, Marathahalli Outer Ring Road, Mahadevapura, Bangalore – 560 048 Tel: +91 (80) 67229400/700 Email: [email protected] Canada Marlabs Canada Incorporated 1235, Bay Street, Suite 400 Toronto Ontario M5R 3K4 Tel: +1 (416) 934 5005 Email: [email protected] Mysore Marlabs Software (P) Ltd. # 462, A & B Block, Udayaravi Road, Kuvempunagar, Mysore - 570023 Tel: +91 (821) 4000200 Email: [email protected] Marlabs Software (P) Ltd. # 469, A & B Block, Udayaravi Road, Kuvempunagar, Mysore - 570023 Tel: +91 (821) 4191450 Email: [email protected] Mexico Marlabs Technology Services Av. Patriotismo 229 Piso 8 Col. San Pedro de los Pinos Mexico, D. F. C. P. 03800 Tel: +1 (732) 694 1000 ext.6011 Email: [email protected] Kochi Marlabs Software (P) Ltd. "Athulya", 2nd Floor, Infopark Kusumagiri P.O. Kakkanad Kochi - 682 030 Email: [email protected] Marlabs Software (P) Ltd. Trans Asian Corporate Park, XIV/396-C, Seaport Airport Road, Chittethukara,Kakkanad Kochi - 682 037 Ph: +91 (484) 6062885/886 Email: [email protected]
- 29. THANK YOU 29