www.hcltech.com

Customer DescriptionThe client is the world’s largest dedicated security technology company. It protects consumers and businesses of all sizes from the latest malware and emerging online threats. The client delivers proactive and proven solutions and services that help secure systems and networks around the world.

BackgroundBacked by an award-winning research team, the client’s security technologies use a unique, predictive capability that is powered by their Global Threat Intelligence—enabling home users and businesses to stay one step ahead of online threats.

business Challenges:The client’s IT organization had the following challenges:

• Multiple technologies

• Various applications and portals to support and maintain

• Too many resources to manage from multiple vendors

• Increased time-to-market and testing costs

• Knowledge retention due to lack of documentation

• High resource attrition

• Too much time being spent on daily status calls (up to three hours )

Enter HCLFollowing was the action plan implemented by HCL:

• Conducted a test-consulting exercise to develop critical reports for analysis

• Set up an Enterprise Test Centre (ETC) for providing QA for McAfee’s Enterprise IT application

• Dedicated testing teams, each catering to change the business (CTB) and run the business (RTB) streams of work

• Structured process framework governing the testing lifecycle and its alignment to SDLC

CASE STUDY

BusinessAssurance & Testing

HCL helps a leading securitytechnology companyoptimize its testing andstreamline quality assurance

QEx Success tory

CASE STUDY

• Centralized test management through HP-Quality Center 10.0

• Set up a knowledge repository and increasing domain competency

• Continuous improvement through measurement, reporting and governance

• Introduction of penalty model

• Established power reporting and thereby reduced the status call duration from two hours to 30 minutes

APPLICATION LANDSCAPE COVERAGE:

Applications

Web Portal – Phoenix (Interwoven Team Site, GMS Global Management System SDL World Server)

Consumer Support Integration Insight On-Premise: Marketing

Web Portals Support/ Platinum

Eloqua Insight On-Premise: Sales

Web Portal – Partner Locator Insight On-Demand Mobile Application

Integration

Web Portals – Partner Portal Insight BIP Reports OBI

Consumer Support CRM OD Mobile

Insight On-Demand MDM – Trillium

Consumer Support CRM On Demand

Insight On-Premise: Call Center

SAP

Consumer Support CS Website

Insight On-Premise: e-channel SEDB (Siebel Extract Database)

Tab 1: Application Landscape Coverage by HCL Team

The SolutionHCL engagement started with an Application Portfolio Optimization study followed by a QA consulting exercise, that helped in identifying ‘As-Is’ processes. After the Gap analysis was done, a ‘To-Be’ state was laid out and phase-wise plan was put into place for implementing the QA processes in place.

Though there was some initial resistance, but after a buy in and support from the client’s senior management, the QA process improvement plan was driven as an independent project, with daily updates to all the leadership team.

SoW was reworked and ‘Penalty Model’ was put into place. This model penalized HCL for every UAT and production defect and was guided by a strong set of terms and conditions, which were in terms of QA processes and checklist. This made sure that the client followed the QA processes so that in case of any defect leakage, vendor could be penalized.

Once the standard processes were implemented and things smoothened out, HCL team took a step forward and introduced other things like:

• Tech Thursdays: Cross-functional knowledge transfer and training sessions to cross-train the team. It also has participation from the client.

• Value Portal: Three values introduced, of which one has been approved by client and implemented. Others are work in progress.

• A Capacity Planner and Resource Loading sheet: This was introduced for the entire year. The one-view sheet provided clear view of resource assignments, availability and project pipeline. This enabled dynamic resource movement across multiple tracks

as well as projects within a track, based on the peaks and valleys in the resource requirements.

• Client’s Academy: Team is working to put all the training documents from various areas in place in a form of i-Learning documents for any new or existing team members to train/ cross-train.

• McAfee Business Process Mapping: The project team is also working with the internal HCL team so as to map the client’s business processes in all the areas. This will help the team have a technical and business view of the applications.

• IV&VS – Test Factory In a Box (TFIB) has been implemented. It serves as a repository for all the project documents and has a dashboard for Metrics reporting and related Test data.

Engagement HighlightsThe client selected HCL to partner for streamlining various QA processes, thus lessening the time-to-market. Following were the high level objectives at the start of the engagement.

• Provide the client with secure, predictable and scalable Managed Services for Quality Assurance for its Enterprise IT Applications

• Provide testing services to cater to all testing needs

• Implement standardized test process

• Manage frequent requirement changes

• Effective usage of QC and implementation of TFIB (HCL’s Test Factory In a Box solution)

• To uncover the defects in the software using the minimum cost and efforts

• Resolve performance issues

• Overcome challenges of minimal documentation/ no system to capture and document knowledge

CASE STUDY

Scope of ServicesHCL covered the entire IT land scape of the client – Web Portals, Content Management, Siebel–CRM, CRM On-demand, SAP, ITSM / ITBM, Analytics and Integration Testing along with:

• Functional testing

• Release based regression testing

• Test pack maintenance

• Performance testing

• CMS/GMS related portals testing

• Sanity testing and defect testing

• Integration testing

• System testing

• User acceptance testing

• Test process assessment and continued improvement

The client’s security products and solutions span the following areas:

• Data protection

• Database security

• Email & web security

• Endpoint Protection

• Mobile security

• Network security

• Risk & compliance

• Security-as-a-Service (Security SaaS)

• Security management

• Security Information and Event Management (SIEM)

Technology Spread• HP QC 10.0 (Quality Centre)

• Team site

• SDL

• Oracle Access Manager (OAM) / Identity & Access management (IAM)

• Omniture

• Siebel insight call enter

• Inquira

• SDL WorldServer v10.0

• Rally Software

• HP ALM

• My SQL, Oracle SQL Developer

CASE STUDY

Business Benefits• Established the process in testing and thereby minimized the defect leakage

• Partner Portal Redesign, one of the most important redesign of EST portal Application area Programs is being supported around 80% by HCL. No other previous vendor which was awaited from 2-3 years went live. HCL development and QA team aligned for this project worked on very stringent timelines continuously for more than 5 months

• Made a positive impact to the overall time-to-market

• Minimum to zero effort spent on testing QA leakages in UAT/production

• Capacity planner put in place to deliver dynamic resource assignment

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