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On Demand (AMS) Services

On Demand (AMS) Services. Vijay T/October 2011. OD (AMS) Services Overview. OD (AMS) Services Overview. Business Drivers. Knowledge Restricted technical and training resources Limited knowledge of new products Technology obsolescence and application complexity

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On Demand (AMS) Services

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  1. On Demand (AMS) Services Vijay T/October 2011 OD (AMS) Services Overview

  2. OD (AMS) Services Overview Business Drivers • Knowledge • Restricted technical and training resources • Limited knowledge of new products • Technology obsolescence and application complexity • Challenging role of IT to drive process and technical changes • Resources • Loss of key resources with subject matter expertise • Staff reductions and flight risk • Limited resource availability for business goals/objectives • Indentifying risks, compliance and process conformity • Issues with system performance • Service • Need issues resolved quickly • Pressure to provide global time zone support coverage and local language support • Deliver consistent Service Level Agreements while supporting growth Challenges

  3. OD (AMS) Services Overview Evolution of Skills Requirements Complexity Higher levels of complexity Requiring a more diverse skill set / expertise Skill Requirements Training Expenses Headcount reductionLack of Time Resources Time Delivering IS productivity gains while maintaining service levels is increasingly difficult.

  4. OD (AMS) Services Overview QAD On Demand Services • Flexible model offers standard & optional services • Global resource pool • Full Visibility & accountability to SLA adherence Service Management Functional Management Customization Management EDI Management Systems Management Infrastructure Management

  5. OD (AMS) Services Overview Deployment Options  O Optional Service Default Service * Server can be on customer site or other non-QAD hosted site

  6. OD (AMS) Services Overview Service Management • Standardwith On Demand • What It Covers • Dedicated Client Manager • Structured Governance Model • Strategy Planning • Resource Alignment • Service Level Control Reporting & Review Meetings • Budget Reviews

  7. OD (AMS) Services Overview Functional Management • Optional with On Demand • Priced by level of effort requested • Highly customizable • What It Covers: • Super User Capabilities • Functional Application Support • Application Training • Change Management Ownership • Master Data Management • Business Process Outsourcing

  8. OD (AMS) Services Overview Customization Management • Optional with On Demand • Priced based on initial creation time • What It Covers: • Customization Management • Creation of New Customizations • Support for Existing Customizations • Documentation Creation • Change Control & Management • Integration Creation

  9. OD (AMS) Services Overview EDI Management • Optional with On Demand • Priced by # of changes per year • What It Covers: • EDI Ecommerce Transformation Map Management • New Trading Partner Implementation • Proactive Follow Up with Trading Partners • Transformation Map Changes • Production Site Rollout • Trading Partner Change Control

  10. OD (AMS) Services Overview Systems Management • Standard with On Demand • What It Covers: • Progress / MS SQL Database Administration • Systems and Application Monitoring • Performance Tuning • Installations and Upgrades of QAD EA • Security Control • Qualified Environment Control

  11. OD (AMS) Services Overview Infrastructure Management • Standard with On Demand • What It Covers: • Physical Server Management • Network Management • Storage Management • Operating System Support and Scripting

  12. OD (AMS) Services Overview Service Level Agreement

  13. OD (AMS) Services Overview Resolution Time by Severity

  14. OD (AMS) Services Overview SLA Guarantees

  15. Knowledgebase Expandable Sections Drill Down Navigation Incidents News

  16. OD (AMS) Services Overview Global Coverage United Kingdom Brierley Hill The Netherlands SchipholRijk United States Illinois Belgium Antwerp United States Utah Poland Wroclaw Japan Tokyo United States New Jersey United States California Spain Barcelona Italy Milan China Shanghai United States Georgia India Mumbai Mexico Mexico City India Chennai Thailand Bangkok Brazil Sao Paulo South Africa Durban Australia Sydney QAD Support and Data Centers = Local Presence, Global Reach

  17. OD (AMS) Services Overview AMS Delivery Tools

  18. OD (AMS) Services Overview Site to Site VPN Customer

  19. OD (AMS) Services Overview Third Party Product Support • Current partners • Radley • Level 1 only • Basic triage • Call routing • QAD required to have 3rd party support agreement in place with 3 party

  20. OD (AMS) Services Overview Commitment Application Management Services

  21. OD (AMS) Services Overview Load Balance Staff Use QAD For: Specialized Services Global implementations Temporary and Permanent Staff Augmentation QAD Resources Internal Resources Fixed Cost Fixed Capacity Specialized Skill Sets Flexible Cost Flexible Capacity Experienced Staff

  22. OD (AMS) Services Overview Benefits • Knowledge • Dedicated resources by specialty • Predefined transition processes and procedures • Expertise • Resources • Core part of QAD • No single point of failure • Reduce risk • Unlock revenue • Drive future growth • Service • Consistent quality service delivery • Defined Service Level Agreement • Flexible and scalable resource model • Meet new challenges QAD Application Management Services

  23. OD (AMS) Services Overview Any Questions? • Contact your Regional Account Representative • Contact Vijay T – QAD OD Program Manager • vgt@qad.com

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