Application Management

Service Offerings

This document contains confidential and proprietary information of GSS America. It is furnished for evaluation
purposes only. Except with the express prior written permission of GSS America, this document and the information
contained herein may not be published, disclosed, or used for any other purpose. | www.gssamerica.com
Agenda

Service Offerings

Technology Landscape

Value Added Services

Transition Framework

Service Delivery

Methodologies, Estimations, Team Structure and Governance

Configuration, Change & Release Management Process

Engagement Models and Pricing Models

2
GSS Service Offerings in Application Management

Service Enablers
Custom
Application Mobile
Application Portals MS CRM Estimation
Development Applications
Development
Requirements
Management.

Application Build/Release
Outsourcing Value add Management
Maintenance & Transition Service Delivery
Analysis Services
Support Project Management

Governance
Framework
Application Application Database Reverse Service
Migration Migration Engineering Enablement Configuration
Transformation Management

Quality Management

Functional Regression Performance Test Metrics/ SLA

Testing Services Testing Automation Management
Testing Testing
Training

Knowledge
Technologies Supported Management
IBM Mainframe, JAVA, Microsoft Technologies
Technology Spread - Areas of Competence & capabilities
Core Development Competence Our Mainstream Technology Focus Legend

Frameworks & Solution

Indicates
Microsoft Technology Competence As-is
.NET Framework 3.5/ 4.0, WPF, WCF, WWF, Windows Mobile SDK , ATLAS(Ajax) , Silver light 2.0 Capability

Accelerators
Indicates
J2EE Competence Proposed
JDK 1.6, Java EE 6. JSP2.0, Servlets3.x,POJO , ejb3.0, Hibernate 3.0,JSTL,Spring3.0, Struts2.0, DOJO, Flex 3, Capability
Adobe AIR , Blaze DS, J2ME,JSF2.0, JSR 168

Mainframe Competence 3rd Party Tools & Technologies

IBM Mainframe, CICS/DB2, AS400 Infragistics GUI, Skelta WF, Amberpoint, Pega Rules, Axis 2.0

Application oriented Technologies Our extended Technology focus

Engineering & Life-cycle Tools

Portal Technology
Mobile Platforms / APIS
MOSS 2007, DotnetNuke, Liferay5.x IBM ,WebSphere Portal Server V 6.x,
Jboss Portal 2.x Win Mobile 6.5, Andriod, RIM API

Technology Governance Framework

Middleware Technologies BI Analytics
IBM MQ Series, Ms Biztalk 09, Mule ESB, Tibco Business Works, Tibco I Cognos, Weka, Business Objects, Jasper,
Process, IBM Web Sphere Process Server v 6.x, IBM Web Sphere Pentaho
Message Broker V 6.x , MSMQ

SaaS & Cloud APIs

Amazon EC2, Memcache, Hadoop Mapreduce, Google Apps & GWT, Ms-Azure, Akamai, force.com

Arch. Standards & Design

Server Stack Competencies
Webservers

guidelines
IBM WAS 7.x , IIS 7, Oracle WebLogic AS , Tomcat 6.x, Apache, Jboss 4.x

Databases
Oracle, SQL Server, My-SQL, DB2

OS
Linux, Windows Server 2008, Mainframe
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Application Development Services
Custom Application
Development Portals Mobile Applications

Legacy Custom Developed Windows Mobile

Applications
Collaboration IPhone
Web Applications
Content Bluetooth
Client Server Management GPRS
Desktop
GSM
Web Services
3G
Reporting
SMS
Integration
MMS
Application Maintenance Services

Production Support Maintenance

L0 - Help Desk Bug Fixes

L1 Application Support Minor and Major Enhancement

Performance Monitoring and
Tuning
Database Support & Maintenance
Configuration & Release
Management
Applications Deployment
Backup and Restore
User & Technical Documentation
Application Transformation Services

Application Migration Database Migration Reengineering

Power Builder to
Access to SQL Server Reverse Engineering
.NET or J2EE Service Enablement
SQL Server to Oracle
ASP to ASP.NET
DB2 to SQL Server or
Visual Basic to .NET
Oracle
FoxPro to .NET
File Based System to
COBOL to .NET or
DB2
J2EE
File Based System to
SQL Server
Value Added Services

Some of the Key Value Added Services include

1. Application Documentation

2. Application Productivity Improvements

3. Application Performance Tuning

88
Transition
Transition Framework
Current Services
By Customer /
Incumbent
Support Team

Ramp-up Establish
Due Due Diligence and Transition GSS America Customized KT Infrastructure
Diligence Initiation Planning Onsite/Offshore Process Set up
Resources KT Kick off

Acquire Knowledge KT Techniques

Knowledge Business Self Study Review & Refine
Transfer Process Classroom and Discussion Processes
KT & Technical Joint Workshops
Shadow
Support Stage 1 Stage 2 Stage 3
Shadow Discuss Tickets, Fix all defect types, Discuss
Fix Low Criticality Problems,
Support Understand Applications, solutions with incumbent team
Interact with Client users, Involve offshore
KT to offshore in tickets/problems

Steady Deliver Support

Continuous
State & Stabilization Services from Cut Over Activities
Improvement
Offshore
Optimizing

Customer Support Team GSS America Team Offshore Onsite 10

Due Diligence Assessment Parameters
Application Size Help Desk
Complexity Problem Management
Criticality Release Management
Volatility Change Management
Technology / Resource / Skill Support Locations
Documentation Service Level Metrics
Test suites Development process
Interfaces QA process
Assessment KM practices
Standards and Guidelines
Network and Special H/W, Parameters Service Windows
S/W requirements Current Service Levels and
Organization
Development backlog Service History
Characteristics Information Security /
Business Continuity / Disaster
Recovery

Organization Structure Due Diligence Deliverables

Current Staffing Due Diligence Report : This covers Scope
Business Nature definition, Assessment of current
application state, Current service
Security and Controls metrics and key performance
indicators, Current problem areas and
Interface with other groups Offshorability Analysis Report
Governance Needs
Transition Plan: This covers Transition
Reporting / Communication guidelines Approach, Transition Plan/Timelines,
Risk assessment and critical success
Escalation Process factors

11
 Knowledge Transfer Process Details of
Application
Technology
Understanding Hands on /
Explicit knowledge of functionality Training
Documentation study
Hands-on
Tacit Knowledge
Obtain
Workshops Study / Update
software
documentation
Requires greater people-to-people interaction inventory

Knowledge
Technical Functional Acquisition

Tacit Tech Mentoring

Understanding
Code
Job Testing
walkthroughs
Practice
Classroom
Training
Classroom
session Study of
Understand
Functional current
Quality
Workshops support
Procedures Study &
Remote methodology
Cross practice
Training support
activities
Tech
Familiarization Business
Interviews Process
Knowledge Repository
Shared between Onsite & Offshore teams
Problem Log Understanding documents
Analysis Doc. Business Reviewed by Customer
Collection & Rules
Explicit Review Offshore knowledge transfer
Train-the-trainer
Recorded sessions
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Service Delivery
Application Development Framework

Technical
Inception Ideation
feasibility
Plan

Develop
Elaboration Requirements
Design

Construction Plan project Build Test Beta Test

Go / No Go Project
Transition Decision
Deploy
Closure

Operations
Sustenance Management
Agile Framework
 Estimation Models

TYPE DEVELOPMENT TESTING MAINTENANCE

TECHNIQUE/APPROACH Waterfall Iterative Spiral RUP Testing Enhancement

X
Function Point / Use Case point

X
WBS ( Work Break down Structure)

Analogy
X X

Activity Based

Expert Judgment/DELPHI

Legend: - Applicable X - Not-Applicable

Typical Team Structure
Customer Resources GSS Resources
GSS Investment
Contract Requirements
Project Account
Sponsor Manager

Escalation
Project Delivery
Manager Manager

Escalation
Requirements/Signoff

Project Team

Project
Manager *
Deliverables/Status Reports

Team Team Team

Members Members Members
* Shared Resource
 Governance Model
Steering Committee
Meeting : Once a Quarter
Customer Executives Programme Direction GSS Executives
Review adherence to SLAs
Review performance on key metrics
Set targets for ODC growth

Program Management
Meeting : Once a Month
SLA Adherence
Onsite Offshore Ratio / Offshore Leverage
Customer Program GSS Delivery Head
Budgeted Vs Actual cost of project delivery
Manager Utilization of budgeted resources GSS Program Manager
On time Delivery
Retention of the resources
Attrition in the project
Network Availability
Customer Delight Index

Project Management
Escalation

Meeting : Once a Week

Customer Project Project Status & Tracking, SLA and Metric Project Manager
Manager Tracking Operation Issues, Delivery Project Lead
Coordination Issue Consolidation and
Tracking Risk Management,
Change Management

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Configuration, Change & Release Management
Configuration Management Change Management Release Management
Agree on prioritization of
Planning request for Change Release Policy

Prepare schedule for building

and implementation Release Planning
Identification

Approval
Rollback Planning
Control
Prepare integrated plan for
build, test and release
(including back out plans in case
Release Acceptance
of failure to implement in
production
Status Accounting

Building, testing and Release Build and

implementation Configure

Audit
Change Review
Communication
Preparation
Is NO Implementation
GSS America successfully
back out plan
implemented Distribution,
Customer Yes Installation and
Training
Update the knowledge
GSS + Customer database and user. Close the
request
Engagement Models

Strategic

Managed
Services

Tactical

Project outsourcing

Operational

Staff Augmentation
Flexible Pricing Models
Requirements Drive the Pricing Model Fixed Price
Decision
Features
Specified by the client to meet business and Price is a fixed amount
cultural requirements Present periodic increments
May include performance based penalties and incentives

Long-Range planning is the best risk-

mitigation practice Best Use Risk
Need to control cost and obtain client: Low/Medium
predicable pricing Service provider:
Establish a set of pricing principles Well-defined scope of work High(but higher for all if
Stable requirements baseline of services
Measurable success criteria changes a lot!)

Time & Material (T&M) Output Based

Features: Features
Price based on the supplied resources, charge of Pricing for services units or transactions, which is based on output
materials and other costs incurred such as travel costs. or consumption, such as the number of users, workload volume,
device counts, transactions or incidents

Best Use Risk Best Use Risk

Good estimate on number of client: Medium/High Accurate baselines with well Client: Low
resources Service provider: Low defined, stable requirements Service provider:
Easy/Quick resource availability Fluctuations in output or Medium
Client want visibility into resources consumption
Well-defined service levels
Case Studies
Customer Name Service Offering Service Line Domain Technology

Merchants Automotive Application Development Portals Transportation and Liferay, Jasper BI and SQL
Group Logistics Server

Dubai Municipality Application Development Portals Government IBM WebSphere and

Liferay, SQL Server, Oracle
Ministry of Education Application Development Portals Government MOSS and SQL Server

Heres Everything Best Application Development Custom Application Retail Liferay, Jasper BI and SQL
Development Server
Hear USA Application Development Portal Health Care MOSS and SQL Server

Frontier Airlines Application Development Custom Application Logistics MS .NET and SQL Server
Development
Georgia Aquarium Application Development Portal Retail MOSS and SQL Server

American Institute of Application Development Custom Application E-Commerce MS .NET and SQL Server
Architects Development
Saudi Food and Drug Application Development Custom Application Health Care MS .NET and SQL Server
Authority Development
Q&A
 This document contains confidential and proprietary information of GSS America. It is furnished for evaluation
purposes only. Except with the express prior written permission of GSS America, this document and the information
contained herein may not be published, disclosed, or used for any other purpose. | www.gssamerica.com