© 2014 Prolifics, Inc. All rights reserved.© 2017 Prolifics, Inc. All rights reserved.IT: Customized to Your Advantage © 2017 Prolifics, Inc. All rights reserved.IT: Customized to Your Advantage
Managed Services Offerings
February 13th, 2017
© 2014 Prolifics, Inc. All rights reserved.© 2017 Prolifics, Inc. All rights reserved.
MS Offerings 205/03/2023
Business Problem – Support Challenges
Burgeoning support cost Technology Breadth & Complexity
Shortage of skills Lack of accountability
• FTEs to support• On premise is costly• Non business hours
• Multi-skilled resource requirements• Attracting & retaining is a challenge• Specialised skills for mission critical packages
• No Single Neck to choke• Team collaboration is tough• Who knows end to end ?
• Number of technologies involved
• Ever changing tech landscape
• Integration is a maze
What after production go-live …
© 2014 Prolifics, Inc. All rights reserved.© 2017 Prolifics, Inc. All rights reserved.
MS Offerings 305/03/2023
Here’s what an IDC survey said about CIO wish list:
53% 50% 39% 35%
33% 29% 29% 23%
Expect to gain 24/7 support
Expect to see reduced operations
costs
Want improved application availability,
& performance
Want improved internal process and
procedures
Expect to be able to refocus IT staff
on strategic initiatives
Want to access external skills and
expertise
Want a single point of contact for all telecom and IT
needs
Expect to see more upgrades, migrations,
or new app deployments
© 2014 Prolifics, Inc. All rights reserved.© 2017 Prolifics, Inc. All rights reserved.
MS Offerings 405/03/2023
What is Managed ServiceManaged services is proactive approach to IT that allows business to improve daily operations and cut costs by passing on their IT needs to a trusted partner
Based on a fixed, monthly recurring revenue model, Prolifics will manage your complex platform at a predefined SLAs
© 2014 Prolifics, Inc. All rights reserved.© 2017 Prolifics, Inc. All rights reserved.
MS Offerings 505/03/2023
Managed Service Offerings – Technology LandscapeL3 (Patches, Fixes,
Reconfig)
BPM Rules ECM Case Mgt API
Integration / Middleware (IIB, Data Power, APIC, MB/MQ)
Operating System/ Databases
Infrastructure (Hardware, Network
etc)
Secu
rity
& Ac
cess
Mgt
Mon
itorin
g To
ols
L2 (Diagnosis & Monitoring)
Front End Applications (Enterprise Portals, WebApps, MobileApps, e-commerce)
Managed service scopeExclusion
Cloud OS
Cloud Infra
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MS Offerings 605/03/2023
How do Managed Services work ? Starting with the end user, a business stakeholder view…
6
End Users
Help DeskLevel 1
Level 2
Level 3
Incident
Proactive Monitoring
Application Performance Management
Commonincident
management system
Knowledge BaseResolv
ed
Resolved
Resolved
Expand
Expand
Continuou
s
Improvem
ent
Managed Service Offerings – Support Lifecycle
© 2014 Prolifics, Inc. All rights reserved.© 2017 Prolifics, Inc. All rights reserved.
MS Offerings 705/03/2023
Application of
Offshore Resources
Scope
Parameters and
Options
Skill Sets Required
Combination of offerings to meet specific requirements— Selection of services determines base cost
Cost modifications based on detailed requirements— Coverage hours (e.g., 24/7, M-F business hours, etc.)— SLA requirements— Special services such as enhancement support— Systems in scope— Support ticket volume
Global delivery with onshore management— Cost advantages of applying offshore resources— Management effectiveness of onshore coordination
Prolifics SMEs provide services— IBM Certified and deeply experienced in System Middleware
technologies— Combinations of resources based on specific requirements
Sophisticated pricing model translates detailed requirements from Scope Data Collection Questionnaire and workshop into resources, hours and costs and incorporates experience with many clients
Managed Service ModelSo how do we arrive at most cost optimized pricing model for you
© 2014 Prolifics, Inc. All rights reserved.© 2017 Prolifics, Inc. All rights reserved.
Public | Copyright © 2014 Prolifics 8
Monthly Fee Based Offerings Sustenance and Operations Platform Maintenance &
Support Rollout and Enhancements
Minor Development / Upgrade Fixed dev efforts per month Fixed charges per occurance
Offering PackagesFour Pricing Levels
Silver Platinum
Bronze Gold
Increased coverage and activities for each Pricing Level:Platinum > Gold > Silver > Bronze
Pricing options for each package:Onshore Only
Offshore Only
Global Delivery(Combination of Onshore & Offshore)
Managed Service Model
Prolific’s innovative pricing for managed service support starts as low as $12K a month
© 2014 Prolifics, Inc. All rights reserved.© 2017 Prolifics, Inc. All rights reserved.
MS Offerings 905/03/2023
Monitoring & Diagnostics
• Capacity Monitoring
• Performance Monitoring
• Health check & Log Management
• Components monitoring & availability
• Troubleshooting
• Causal analysis
Application Lifecycle
Management• Corrective &
Preventive Maintenance of Applications & Application Infrastructure
• Minor Enhancements / Bug fixes
• Functional & Performance Testing Services
Platform Management &
Service Continuity
• Patch Management
• Release & Deployment Management Support
• Asset & Configuration Management
• Backup and Disaster Recovery activities
Service Operation
• L2 & L3 Support for Incident and Problem Management
• Request Fulfilment
• Daily System Operation, Administration & Management
• Status and SLA reporting
Service Catalogue
© 2014 Prolifics, Inc. All rights reserved.© 2017 Prolifics, Inc. All rights reserved.
MS Offerings 1005/03/2023
Benefits of Managed ServiceReduced TCO (60-75% lower cost)
• Global Delivery Model• Optimized core and flexi team• Monthly predictable cost with
SLAs• Faster turn around
Single Point Accountability• Service Delivery Manager
appointed as SPOC• OLAs agreed with other
stakeholders• One number/ email to reach
Reliable Support from Tech Experts• Certified product experts on call• Strong knowledge base and
experience• Fewer glitches, negligible downtime• Access to IBM (OEM)
Improved responsiveness & performance levels
• well laid structure and matured process
• ITIL driven process and CMM level 5
• Effective use of collaboration & comm tools
• Increased efficiency and competitiveness
Free up your IT team• Highly optimized ratio of people to
technologies• Allows your team to focus on strategic
initiatives
© 2014 Prolifics, Inc. All rights reserved.© 2017 Prolifics, Inc. All rights reserved.
MS Offerings 1105/03/2023
Why Prolifics• Premier Partner for IBM
• Over three decades of IBM relationship
• Multiple Beacon awards from IBM
• Technology expertise • Certified staff on IBM packages• Dedicated practice for system
integration
• Innovation• Automation in diagnosis, monitoring
and infra tasks• Accelerators for upgrades, migration
etc
• Global Delivery Model• Cost optimization thru offshore• Blended onsite-offshore presence
• End to end Program & SLA Management• Focus approach and methodologies• Reliable service rendering thru high
commitments
© 2014 Prolifics, Inc. All rights reserved.© 2017 Prolifics, Inc. All rights reserved.
Case Study Problem Statement: One of the largest multi-billion dollar fashion designer & retail corporation from USA needed partner to manage and modernize their Middleware Infrastructure in QA and Production Middleware Infrastructure and skills needed to support various IBM technologies Limited budget and a small FTE team to manage their entire Middleware Infrastructure Frequent Service Outages in Production especially during the peak period on heavy load and requirement of non
business hours Modernize their business critical middleware platform without disrupting the existing business
Prolifics Solution: Managed service model to support IIB, MQ, MFT, Infosphere,
ITCAM, Datapower, Mobilefirst Provided 24x7x365 best in-class service to business critical
production systems with a clearly defined shift coverage window system and binding to a strict service level agreement
Performed a comprehensive Infrastructure Assessment and maintaining each and every asset in a document that keeps evolving over-time
Strategized, Planned and Implemented the move successfully from old WMB message flows to a new feature rich IIB message flows by maintaining the business continuity and without any disruption to the running business in record time before busy season
60% TCO reduction for client 100% SLA Adherence without any deviation 25% Reduction in the volume of Incidents within 6 months Eliminated Service Outages and Reduced Production
Downtime by incorporating a tight 24x7 support model
Prolifics Differentiators & Highlights: Maintenance requirements are made easier by
creating an Interface Catalogue for all the message flows in order to control, define and execute them
Automated Installation and Patch Management using scripts
Defined and created a very clear Managed Services Process Model and presented a detailed end to end Managed Services Process Workshop to all the stakeholders
Quick access to IBM Support for PMRs No SLA breech in last 2 years of continuous
service Early detection of problems and proactive
resolution with an advanced monitoring and alerting system
Results: