Managed Services - Functional & Customization Support Help Desk

1Copyright © 2016. Infor. All Rights Reserved. www.infor.comInfor Confidential
Managed Services
Functional and Customization Help Desk Support
Let Infor manage your software, so you can run your business
Amit Panchal – VP Managed Services ( amit.panchal@infor.com)

Agenda
Managed
services
Overview:
Infor
Services
Service
catalog
People,
locations &
organization
Delivery
Model, SLA’s
ROI

Infor Services
3,200+
consultants
1,200+
support
professionals
9.1
Average years
of experience
1M
Knowledge base
articles
3 COEs
600 consultants
4,700+
cloud customers
168
Countries
supported
1,248+
go lives last year

Customer intimacy, growth & scale
5,300
total staff
worldwide
NYC Headquarters
COE
Hyderabad
COE
Manila
COE
China
OFF-SHORE
Poland
OFF-SHORE
Mexico City
Support staff
on ground in
24 countries
Work with
customers in
168 countries

What makes Infor Services different?
Commitment
to customer
success
End-to-end
accountability
Long-term
partner
Deep product
& industry
expertise
Global
footprint
Access to
innovation
Proven
methodology
Implementation
accelerators
Reduced
risk
1
Accelerated
time to value
1 2 3 4 5
6 7 8 9 10

Infor Services portfolio
Deployment
Services
Advisory
Services
Managed
Services
Education
Services
Support
Services
• Implementation
and upgrades
• Cloud migration
• Data migration
• Testing automation
• Performance
optimization
• Business consulting
• Value engineering
• Organizational change
management
• Application
management services
• Post production
support
• Process monitoring
• Data lifecycle
management
• Classroom and virtual
training
• End user training
• Education subscription
• Infor cloud support
center
• Cloud Command
Center (3C)
• Flexible support
options – enterprise,
premium, and elite

7Copyright © 2016. Infor. All Rights Reserved. www.infor.comInfor Confidential 7Copyright © 2015. Infor. All Rights Reserved. www.infor.comInfor Confidential
Managed Services

Need for Managed Services defined
In-house Support
No agreed SLA’s for Internal Support
Challenges in recruiting, training and retaining
IT staff
Disparate teams/vendors supporting resulting
in lack of accountability and slower response
times
Redundancy in processes with no innovation
Lack of Root cause analysis and continuous
improvements and optimization
Managed Services Support
SLA based IT support
No challenges recruiting, training or retaining
IT staff
Efficient and single source for all support
Ongoing YOY productivity gains with cost
reductions with maturing processes
Dashboard reporting and root cause analysis
for continuous improvement in it and business
processes

Why Infor ?
Lower,
dependable,
predictable cost
Better service –
single vendor
solution:
Maintenance, support,
services, license
One call for any
problem:
Direct access to Infor R&D
& support
Platform to
support future
business growth
Three models:
Remote, Onsite and Blended
Get support
on latest Infor
product
innovations

Infor CMS vs. other service providers
Infor CMS
Proactive monitoring
Deep original expertise on Infor environment
Reliable and scalable support Infrastructure
Knowledge sharing with State of art Infor Labs
Deep understanding of future of technology and
functionality upgrades
Offers year on year productivity/efficiency gains
Other service providers
• Reactive Service
• Support multiple ERP software
(lack of Infor Specialization)
• Relies on vendor partners for training, updates on
future changes
• Static service YOY levels
• Lack of Innovation

Investment return
Staff
savings
Reduction in rehiring
& training plus ongoing
education costs
Redirect
staff
undertake projects
for which resources
weren’t available
Pay for what
you need
today
with scalability in the
future when your
business supports it
Hosting
Same or less than
on premise
Customers
told us that AMS has
proven to reduce cost
by 20-30% & provided
an equal or higher
service level than they
could previously
provide to their end
users

Managed Services organization

Organization overview
Strategic,
growing, stable,
global
SLA Based –
Service Level
Agreements
Hundreds of dedicated employees around the world
Supplemented by product specialist consultants
2600 customers
Service level managers
Team leads / queue managers
Technical consultants (set up, dba, monitoring, etc.)
Functional consultants (how to, trouble shoot applications)
Programmers–address issues with enhancements or integrations

Organization overview
900+
customers
400+ dedicated
employees
13 main hubs
Americas team
EMEA team
India team
Philippines team
China team
Together we offer support up to 24x7

Services catalog

Services catalog
Lower
cost
24*7 global
coverage
Predictability
in budgets
Diversified
skills
SLA driven
processes
Infor
knowledge &
assurance
Global
delivery
model with
hybrid
(onsite/offshore
support)
AWS global
hosting
capability
Better
service
Application
Management
Proactive monitoring and health
checks
Patch/hot fix management
Job, user, device management
Monitoring Interfaces
Data refresh
Database admin
Performance analysis, suggestion
Backup & recovery
Archiving, environment upgrades
Hosting, OS admin
Disaster recovery
Functional
Support
Period-end standby
How-to type queries
Application configuration help
Explore new functionality
Best practice sharing
Quality assurance
Application
Development &
Management
Break-Fix of Mods and Custom
integrations
Standard patch retrofitting
Solutions to custom defects
Interface development and support
Enhancements
To current mods

Transition, Delivery Model and SLA’s

Proposed journey to Steady State….
6-12th month2 to 4months ( based on size of
Footprint)
Continuous
Productivity
improvement
Transition
Planning &
Initiation
Due
Diligence
Scope
Finalization
Baselining
and SLA
creation
KA Shadow
Reverse
Shadow
0-10 days
Transition Phase
Knowledge Acquisition
Transition Phase
Stabilization
Steady StateTransition
Planning
Validation
& Revision
1 t
1o 2 months ( based on size of
Footprint)
Existing In house Team
( 100%)
Managed Services Team
Onsite Resources with a team of Remote
Resources from CoE
• Blended Shore Team
• Onboarding of Offshore team
• SLM
• Technical Managed Service
• Change Control Mgt
• Customization Support
• Integration Support
• Technical Incident On Demand Support
Existing In House Team
( 50 – 75%)
Reverse
Shadow
Managed Services Team
Onsite Resources
with a team of
Remote Resources
from CoE
• Onsite Resources
• Offshore resources
SLA Tracking
Managed Services
Team
Onsite Resources with a team of
Remote Resources from CoE
• Onsite Resources
• Offshore resources

Transition approach
CMS’s transition framework is aligned with the best practices in industry
including ITIL, CMM, and PMI and backed by rich experience
Objective:
• Plan for the transition, clearly define
success parameters and exit criteria
Objective:
• Acquire application and process
knowledge through documents
and classroom sessions to create
repositories
Objective:
• Acquire hands on experience by
observing SMEs and
re-affirm our understanding
Objective:
• Perform day-to-day activities and
update knowledge repositories
with validation from the SMEs
Objective:
• Perform day-to-day activities
meeting all service and
Duration:
• 1-2 weeks ( based on size of
Engagement)
Duration:
• 4Weeks ( based on size of
Engagement)
Duration:
• 8 Weeks ( based on size of
Engagement)
Duration:
• 8 Weeks (RS) ( based on size of
Engagement)
• 4 weeks (Stablz.)
Duration:
• On-going
Location:
• Customer, IN
Location:
• Customer IN
Location:
• Customer IN
• CMS Remote
Location:
• Customer IN
• CMS Remote
Location:
• Customer IN
• CMS Remote
Participants:
• Customer Program Manager,
Customer Project Manager,
Support SMEs
• CMS SDM,
CMS SOM
Participants:
• Customer Project Manager,
Customer Application Manager,
Support SMEs
• CMS SDM, CMS SOM, CMS
Application Leads, CMS SMEs,
CMS Team members
Participants:
Support SMEs
CMS Team members
Participants:
Support SMEs
CMS Team members
Participants:
• Customer Manager, Customer
Application Managers
CMS Team members
GATE 1 GATE 2 GATE 3 GATE 4
Planning
& Initiation
Steady
State
Knowledge
Acquisition
Shadow
Support
Reverse Shadow
Support

Typical Staffing: Transition Phase ( based on size of
Engagement
Transition
Planning and Initiation not considered
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
5
Onsite
SOM
Onsite
SDM
Offshore
SDM
Onsite
Sr Cons
Onsite
Soln
Archt
Offshore
Sr Cons
Offshore
Cons
Onsite
Sys Eng
Offshore
Sys Eng
Offshore
Soln
Arch
Offshore
Ser
Desk
Proposed Staffing - Transition
Week 1-5 Week 6- 9 Week 9-26

Typical Staffing: Steady State( based on size of
Engagement
Steady State
0
1
2
3
4
5
Onsite
SOM
Offshore
SDM
Onsite Sr
Cons
Onsite
Soln
Archt
Offshore
Sr Cons
Offshore
Cons
Offshore
Sys Eng
Offshore
Soln
Arch
Offshore
Ser Desk
Proposed Staffing Steady State (Week 26-52)

Key Components for Success
• Leverage Blended Shore model
• Free up Customer resources
• Flexible access to multiple
skill sets
People
• Service Delivery Manager
• Service Operations Manager
• Methodology adoption and
flexibility
• Tools – Nagios
Delivery
• Optimized and flexible tools
• Workload Prioritization
• Continuous Improvement
Support & Maintenance
Based on our experience, CMS proposes the following fundamentals to lay the
groundwork for a successful managed services engagement with Customer
• Industry Focus
• Center of Excellence
Innovation
• Effective steering committee
meetings involving all stake holders
• Business/IT alignment
• Improved communication
• PMO
Governance

Onshore/Offshore Governance Model for Delivery
VP-CMS
Managing Regional Delivery Organization
InforCustomer
Service Operations Manager (SOM)
• Managing the Operations
• Limited to defined Scope of Delivery
Service Delivery Manager (SDM)
• Managing the Contracted Delivery
• Interacting to one/more SOM’s
Predefined
Output &
Information
Managing
Delivery &
Quality of
Service
Service
Management &
Reporting
Service
Operation
Operational
Info
Management
Info

Proposed Team Structure
Customer Sr.
Management CMS Executive Management
Program Director
Transition / Project Manager
Transition Support staff
Customer,IN USA
Service Operations
Manager
Client Partners
Offshore Team
Delivery Lead
Industry DirectorsSr. Management
Infor Team
Onsite Technical and
Functional Teams
Customer Team/ ICS Infor
Integration
Analyst/s
OS Analyst
Support Analysts
Developers
DB Analyst
Functional
Integration
Analyst/s
Tech
Analyst/s
Offshore
Technical/Functional
Resources
CMS Offshore, India
L2 Support Analysts
Service Delivery
Manager

USA Shift Hours (Onsite 8AM – 5PM ) GLOBAL Delivery Center Shift Hours (8x5/12x5 and 24x7)
Global Operating Model
Check all critical
issues ticket
Review all critical
/ interfaces /
escalated issues
Mail handover
template
to new shift
Current team
working on the
issue
Shift handover
starts
Move all
identified issues
in handover
template
Current support
team escalation
• Team lead
re-prioritize issues
Review all the
issues from
handover
template
Escalation
reported in
handover issues
Team started
working on the
assign issues
Ticket fixed
and closed
Current support team sets up stand up
meeting with next support
Assign critical
issue to team
members
NO
YES

Governance & communication
Utilize CMS’s well-defined governance and communication framework to provide
real-time and transparent view of delivery status to all stakeholders
Strategic Reviews Executive Sponsor Quarterly Executive Steering Committee
• Review periodic progress cross-portfolio
• Resolve escalated issues among the parties
• Executive Sponsor
• BU Head
• Account Executive
• Delivery head
Tactical Reviews Program Manager
Project Managers
Monthly Portfolio-level Management Meeting
• Review progress and status at portfolio level
• Issues and risks
• SLA/KPIs
• Demand Review
• Account Executive
• Delivery Head
• Program Manager / SDM
• Project Manager
Operations Reviews Program Manager
Project Manager
Subject Matter Experts
Weekly Application-level Transition Review Team Meeting
• Review progress at the application level
• Manage issues and risks
• Escalation is to the Management
• SLA/KPI at the application levels
• Project Manager
• Program Manager / SDM
• Application Team Leads
• Application SMEs
Daily Reviews Project Manager (Optional)
Subject Matter Experts (Optional)
Daily Transactions and Status Checks
• Track and review progress
• Identify and resolve issues
• Track and close open action items
• Project Manager
• Application Team Leads
• Application SMEs
• (As required)

Resource management
Three resource pools
Onsite Core Team — to handle the onsite customer
facing activities
Offshore Core Team — Works exclusively for
Customer offshore activities
Offshore Flex Team — COE resources
• Most of the work is normally handled by the Onsite / Offshore
Core team
• However, if there is larger requirement than Onsite / Offshore
Core team can handle, resources will move from Offshore
Flex Team to the Onsite / Offshore Core team and complete
the work ( good for Change Orders)
• After the work is completed, those resources will go back
to Offshore Flex team
• Expertise from various centers of excellence will also
be utilized
CMS
Offshore
Flexible
Team
CMS
Offshore
Team
CMS
Onsite
Team
CMS
Resource
Pool
COE
COE
COE
COE
Custom
er
Team
CMS provides a highly optimized resourcing model, giving you
resource-on-demand using a core-flex operating model

Managed services: Engagement and Tracking tools
Project Master Sharepoint
Ticketing Dashboards
Incident Management
0
50
100
150
Sep-15
Oct-15
Nov-15
Dec-15
Jan-16
Feb-16
Mar-16
Apr-16
May-16
Jun-16
Jul-16
Aug-16
Sep-16
Oct-16
KPI Trend Chart
Ref1 Ref2
Env AFO Code
Program

Severity levels and SLA’s
Data captured on daily basis will be published every month
P1
Critical
Licensee’ s business processes are halted or the production system definition is
inoperative, they are unable to process data and there is no work around
available .
Time to Respond in Hours
< 1 Hours
P2
High
A critical business processing function is impaired causing a serious disruption
of a major business function, and there is no workaround identified, causing a
serious disruption to Licensee’s business. .
Time to Respond
< 2 Hours
P3
Important
A non-critical problem in the Licensee System Definition where the Licensee is
able to continue to run the system and/or application or a workaround is
available. A reported problem in the Licensee System Definition that does not
qualify as an Priority 1 or 2
Time to Respond
< 4 Hours
P4
Minor
A priority 4 is a general incident and/or low system impact issue of which does
not require immediate attention. This includes any question or requests for
information
Time to Respond
< 8 Hours

SLA reporting
Customer Performance
Review
Real-Time Feedback
Operational Metrics,
End-to-End Metrics
Quarterly
Monthly
Daily
Monthly
Account Performance
Assessment Report
Communication Program
Business/Customer SurveySemi-Annual
Tools, Metrics and Reporting Enabling an
Understanding of IT Effectiveness in the Business

ROI

ROI…
• All inclusive Engagement Model (Proactive Monitoring /Tech Support/Functional and Customization Support)
• SLA’s based support with a 24x7 P1 Standby Support
• Team Triages and Resolve Tickets
• Team triages and Interacts with Xtreme Support for product based issues
• Once transition is over, Customer’s team can completely disengage from handling
Technical and Customization issues related to Infor environment
• Proactive Monitoring helps in prevention and recurrence of Technical incidents
• Root Cause Analysis helps in recurrence of tickets
• Tremendous Savings compared to existing onsite Model

Next steps

Next steps
Assess current
environment
Designate staff to work
with us to determine
current product set
& baselines:
• SLA performance
• Incident statistics
• Modifications to base software
and documentation
Prepare
proposal

35Copyright © 2016. Infor. All Rights Reserved. www.infor.comInfor Confidential Copyright © 2015. Infor. All Rights Reserved. www.infor.com 35Infor Confidential
Thank you
Amit Panchal – VP Managed Services ( amit.panchal@infor.com)

Managed Services - Functional & Customization Support Help Desk

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