Application Management and Support - Shared Services Featuring the Pay Per Ticket Model

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© 2011 Jade Global, Inc. | 1731 Technology Drive Suite 350 | San Jose, CA 95110 | www.jadeglobal.com
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Jade Global Confidential.

Bijal Shah
– Marketing Executive
408-899-7207

Manoj Machiwal
– Consulting Director
408-981-7068

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Current Challenges
• Challenges – AMS
• Challenges - Demand Fluctuations
• Challenges - Cost
AMS 2.0 Benefits

AMS 2.0 Engagement Models

AMS 2.0 Advantages

AMS 2.0 Winning Factors

Q&A
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• AMS need to keep pace with ever evolving business processes
• Technology growing obsolete with time
• Available AMS options (dedicated AMS team or shared services) -
effective but come with riders
• Seasonal and/or variable needs
• Various new IT initiatives, PoC, pilots, small improvement projects
etc., things can make the difference
• Dealing with sense of unknown and complex nature of expensive
new technologies within limited resources
• Limited Funding - New initiatives vs. AMS

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• Maintaining a team of expert consultants
• Building new competency
• Following processes and maintaining Service level
• 24 * 7 all through the year
• Inflexibility to do more within limited resources

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• Capability to address demand fluctuations in terms of ramp-up and
ramp-down
• Depth in team to address varying IT needs based on situation
• Ability to respond to complex scenario on short notice

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• Availability of trained consultant/experts to execute complex pilots,
large development work
• A methodology to address pilots, PoC, development work on need
basis, possibly within AMS
• Service model to address varying IT needs

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Today’s Challenge How we can help!
Based on a shared services model with focus on value than on
Captive resources
resources.
Seasonal use of applications leads to certain services being used
Seasonal use of applications only during specific periods. This requires added resources during
this time. Our services scale and de-scale as per users need.
Rapidly changing business
Our engagement models ensure that IT support keep on evolving
models vs. change in IT
as per changing business scenario
processes
Limited coverage across Our delivery model ensures that you get the support you need
geographies 24x7x365
As business models change, support requirements would also
Cost to benefit ratio takes a hit change. With our shared services model you can scale your
when scaling support services requirements with a fraction of the cost as compared to captive
resources
Addressing growing
requirements within/despite Jade offer a truly flexible and elastic AMS model
limited scope of AMS

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• Tool based tracking and reporting
• Offshore centric with onsite presence ensures round the clock
support
• Expanded service portfolio with a diverse pool of consultants
• Complete Oracle E-business Suite coverage, including DBA Support
with Business Intelligence (BI)
• Flexible coverage up to 24X7
• Financially backed SLA and process-based offering
• Pay per use model
• Easy to scale
• Effective resource utilization, lower overheads for the customer
• FAQ and issue information database leverages past experiences

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Model 1 – FTE Based
• Minimum 1 FTE, then multiple of 0.5 FTE
• 5 Tracks coverage for 1 FTE
• 8 Tracks coverage for 1.5 FTE onward

Model 2 – Service Requests Based, with Effort Specified for Enhancements
• 34 SRs per PM for support alone
• Various combinations of SR numbers and enhancement efforts
• Enhancement effort can be combined over a quarter for larger requirements
such as pilot, PoC, upgrade assessment, small upgrade, complex
development
• Quarterly revision of combination based on needs of each customer until the
right fitment is achieved

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Parameter Traditional AMS Shared Services AMS 2.0
Scope Coverage Y Y Y
24 * 7 * 365 Y Y Y
Demand Fluctuation N Y Y
Development Work Limited Limited Full
PoC, Pilot N N Y
Flexible and Elastic N N Y
Process Based Y Y Y
SLA Based Y Y Y
Skilled Resources Limited Limited Full
Breadth of services within Limited
N N Y
Scope
Tool Based Y Y Y

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• Choose the model on a per need basis
Consulting Approach • Revise the model based on past data and trends for best fit
• Freedom to choose

• Covers not just AMS, but smaller projects, PoC, Upgrade
Assessments, Custom Development from the effort base of
Do More With Less AMS
• No cap on enhancement request size

• SR and FTE based pricing, multi track coverage from 1 FTE
onwards
Flexible • Choose from the combination of enhancement and support
effort
• Based on your need, you can revise the model after a quarter

• Cover multiple types of development within enhancement effort
• Choice to combine enhancement effort for 3 months (1 quarter)
Elastic to address complex development needs
• Elasticity to take on bigger development work

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Your Long Term IT Services
Partner for Growth Onsite
• Planning • Requirements
• Assessment • Design
• Enterprise System Integrator • Strategy • Pilots
• Architecture • Training
• 100+ customers for over 10 years
• Oracle Platinum Partner
• Oracle Certified Accelerate Solution Boston, MA China
Provider
• Right sized with strategic Delhi, India
San Jose, CA
partnerships Pune, India
• Experience with Global
Implementations
• Global Delivery Capability – US, India • Prototyping • Conversion

and China • Proof of • Maintenance/
Concept Enhancement
• Right Shore Delivery Model • Development • Support
• Testing
• SAS 70 Type II Certified
Offshore
• Proprietary Solutions

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Application Management and Support - Shared Services Featuring the Pay Per Ticket Model

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