prolifics managed services offering

© 2014 Prolifics, Inc. All rights reserved.© 2017 Prolifics, Inc. All rights reserved.IT: Customized to Your Advantage © 2017 Prolifics, Inc. All rights reserved.IT: Customized to Your Advantage

Managed Services Offerings

February 13th, 2017

© 2014 Prolifics, Inc. All rights reserved.© 2017 Prolifics, Inc. All rights reserved.

MS Offerings 205/03/2023

Business Problem – Support Challenges

Burgeoning support cost Technology Breadth & Complexity

Shortage of skills Lack of accountability

• FTEs to support• On premise is costly• Non business hours

• Multi-skilled resource requirements• Attracting & retaining is a challenge• Specialised skills for mission critical packages

• No Single Neck to choke• Team collaboration is tough• Who knows end to end ?

• Number of technologies involved

• Ever changing tech landscape

• Integration is a maze

What after production go-live …



Here’s what an IDC survey said about CIO wish list:

53% 50% 39% 35%

33% 29% 29% 23%

Expect to gain 24/7 support

Expect to see reduced operations

costs

Want improved application availability,

& performance

Want improved internal process and

procedures

Expect to be able to refocus IT staff

on strategic initiatives

Want to access external skills and

expertise

Want a single point of contact for all telecom and IT

needs

Expect to see more upgrades, migrations,

or new app deployments



What is Managed ServiceManaged services is proactive approach to IT that allows business to improve daily operations and cut costs by passing on their IT needs to a trusted partner

Based on a fixed, monthly recurring revenue model, Prolifics will manage your complex platform at a predefined SLAs



Managed Service Offerings – Technology LandscapeL3 (Patches, Fixes,

Reconfig)

BPM Rules ECM Case Mgt API

Integration / Middleware (IIB, Data Power, APIC, MB/MQ)

Operating System/ Databases

Infrastructure (Hardware, Network

etc)

Secu

rity

& Ac

cess

Mgt

Mon

itorin

g To

ols

L2 (Diagnosis & Monitoring)

Front End Applications (Enterprise Portals, WebApps, MobileApps, e-commerce)

Managed service scopeExclusion

Cloud OS

Cloud Infra



How do Managed Services work ? Starting with the end user, a business stakeholder view…

6

End Users

Help DeskLevel 1

Level 2

Level 3

Incident

Proactive Monitoring

Application Performance Management

Commonincident

management system

Knowledge BaseResolv

ed

Resolved

Resolved

Expand

Expand

Continuou

s

Improvem

ent

Managed Service Offerings – Support Lifecycle



Application of

Offshore Resources

Scope

Parameters and

Options

Skill Sets Required

Combination of offerings to meet specific requirements— Selection of services determines base cost

Cost modifications based on detailed requirements— Coverage hours (e.g., 24/7, M-F business hours, etc.)— SLA requirements— Special services such as enhancement support— Systems in scope— Support ticket volume

Global delivery with onshore management— Cost advantages of applying offshore resources— Management effectiveness of onshore coordination

Prolifics SMEs provide services— IBM Certified and deeply experienced in System Middleware

technologies— Combinations of resources based on specific requirements

Sophisticated pricing model translates detailed requirements from Scope Data Collection Questionnaire and workshop into resources, hours and costs and incorporates experience with many clients

Managed Service ModelSo how do we arrive at most cost optimized pricing model for you


Public | Copyright © 2014 Prolifics 8

Monthly Fee Based Offerings Sustenance and Operations Platform Maintenance &

Support Rollout and Enhancements

Minor Development / Upgrade Fixed dev efforts per month Fixed charges per occurance

Offering PackagesFour Pricing Levels

Silver Platinum

Bronze Gold

Increased coverage and activities for each Pricing Level:Platinum > Gold > Silver > Bronze

Pricing options for each package:Onshore Only

Offshore Only

Global Delivery(Combination of Onshore & Offshore)

Managed Service Model

Prolific’s innovative pricing for managed service support starts as low as $12K a month



Monitoring & Diagnostics

• Capacity Monitoring

• Performance Monitoring

• Health check & Log Management

• Components monitoring & availability

• Troubleshooting

• Causal analysis

Application Lifecycle

Management• Corrective &

Preventive Maintenance of Applications & Application Infrastructure

• Minor Enhancements / Bug fixes

• Functional & Performance Testing Services

Platform Management &

Service Continuity

• Patch Management

• Release & Deployment Management Support

• Asset & Configuration Management

• Backup and Disaster Recovery activities

Service Operation

• L2 & L3 Support for Incident and Problem Management

• Request Fulfilment

• Daily System Operation, Administration & Management

• Status and SLA reporting

Service Catalogue



Benefits of Managed ServiceReduced TCO (60-75% lower cost)

• Global Delivery Model• Optimized core and flexi team• Monthly predictable cost with

SLAs• Faster turn around

Single Point Accountability• Service Delivery Manager

appointed as SPOC• OLAs agreed with other

stakeholders• One number/ email to reach

Reliable Support from Tech Experts• Certified product experts on call• Strong knowledge base and

experience• Fewer glitches, negligible downtime• Access to IBM (OEM)

Improved responsiveness & performance levels

• well laid structure and matured process

• ITIL driven process and CMM level 5

• Effective use of collaboration & comm tools

• Increased efficiency and competitiveness

Free up your IT team• Highly optimized ratio of people to

technologies• Allows your team to focus on strategic

initiatives



Why Prolifics• Premier Partner for IBM

• Over three decades of IBM relationship

• Multiple Beacon awards from IBM

• Technology expertise • Certified staff on IBM packages• Dedicated practice for system

integration

• Innovation• Automation in diagnosis, monitoring

and infra tasks• Accelerators for upgrades, migration

etc

• Global Delivery Model• Cost optimization thru offshore• Blended onsite-offshore presence

• End to end Program & SLA Management• Focus approach and methodologies• Reliable service rendering thru high

commitments


Case Study Problem Statement: One of the largest multi-billion dollar fashion designer & retail corporation from USA needed partner to manage and modernize their Middleware Infrastructure in QA and Production Middleware Infrastructure and skills needed to support various IBM technologies Limited budget and a small FTE team to manage their entire Middleware Infrastructure Frequent Service Outages in Production especially during the peak period on heavy load and requirement of non

business hours Modernize their business critical middleware platform without disrupting the existing business

Prolifics Solution: Managed service model to support IIB, MQ, MFT, Infosphere,

ITCAM, Datapower, Mobilefirst Provided 24x7x365 best in-class service to business critical

production systems with a clearly defined shift coverage window system and binding to a strict service level agreement

Performed a comprehensive Infrastructure Assessment and maintaining each and every asset in a document that keeps evolving over-time

Strategized, Planned and Implemented the move successfully from old WMB message flows to a new feature rich IIB message flows by maintaining the business continuity and without any disruption to the running business in record time before busy season

60% TCO reduction for client 100% SLA Adherence without any deviation 25% Reduction in the volume of Incidents within 6 months Eliminated Service Outages and Reduced Production

Downtime by incorporating a tight 24x7 support model

Prolifics Differentiators & Highlights: Maintenance requirements are made easier by

creating an Interface Catalogue for all the message flows in order to control, define and execute them

Automated Installation and Patch Management using scripts

Defined and created a very clear Managed Services Process Model and presented a detailed end to end Managed Services Process Workshop to all the stakeholders

Quick access to IBM Support for PMRs No SLA breech in last 2 years of continuous

service Early detection of problems and proactive

resolution with an advanced monitoring and alerting system

Results:



Q&A