IT Operations and Maintenance

© Baryons Software Solutions Pvt Ltd. 1

Execution, Operation and Maintenance of Large Programs A Baryons Approach Paper


Execution Approach


Clien

t /

On

sit

e

Off

sh

ore

Deploy the relationship management structure

Identify interfaces and communication mechanisms

Identify stakeholders and conduct stakeholder Interviews to understand needs

Identify drivers for the engagement

Discuss and agree on scope and detailed staffing-plan

Conduct an As-is business process study

Scoping and Planning Ramp-up Steady State

Staff core team/coordinators at Onsite

Identify client teams that need to be augmented

Identify client side SMEs that would help the core team to scale their knowledge. Gather knowledge through interaction and Knowledge Transfer sessions with client SMEs

Identify core team members as coordinators for small remote units at offshore

Create a reporting plan in consultation with client

Understand products/work items/current processes

Setup the PMO with a Project Manager responsible for engagement execution

Staff a scalable augmenting team at offshore with relevant skill sets

Bring the augmenting team up to speed through Knowledge Transfer sessions and handholding from the onsite team

Create a reporting plan at offshore to augment the plan at onsite

Coordinate the allocation of work to the remote team at offshore in consultation with the client team

Keep client side stakeholders informed of the status of the work items assigned to the remote team

Clarify and answer the remote team’s doubts and questions

Review and Commit documents and code to client’s repositories

Take ownership of all designs and code developed by the remote team at offshore

Independently work on assigned items

Conduct design and build activities at local sandbox

Deliver designs and code to onsite team for review and finalization, and commitment to client’s repository

Collect and analyze metrics, identify and remove bottlenecks, measure and improve productivity

Build a documented knowledge base on client’s business and products for sharing with the client and to be of use in inducting new team members

Plan for, and execute, any changes to team composition and size over time

Plan and provide for service continuity

Finalize Roles and Team Structures for specific tasks

Develop Roadmap

Identify Milestones

Identify Core Team members

Identify Workarounds, Process Changes and Customizations

Program Execution Approach - Overview of Activities


Program Stakeholders – Phase Wise

Software Requirements

Design Build Integration &

System Testing

UAT

Operations & Maintenance

Business Process Reengineering

Process Rollout

Application Rollout

Training Rollout

Implementation Team

Nominated Point of Contact

Representative User Group

Process Owners BPR Consultants

Implementation Team



Nominated Application Owners

Implementation Team

BPR Consultants

Implementation Team

Trainers

Implementation Team

Implementation Team

Support Team








BPR Consultants

Implementation Team



Nominated Users for Classroom Training

All Users for Online Training



Process Owners Support Team

Support Team Maintenance Team

Customer Stakeholders

Baryons Stakeholders

Legend:


Track 3: Project Execution – Maintenance of Existing Systems

Program Execution Approach – Multi-tracking

Track 0: Program and Product Management

Track 1: Project Execution – Design and Development of New Systems

Project Planning Staffing Co-ordination Status Reporting Product Planning

Transition Planning for each Program Knowledge Transfer and Transition Steady State Maintenance

Design Build Deploy Test

Bug Fixes Enhancements Release Management

Track 2: Project Execution – Maintenance of Completed Systems

Track 4: Project Execution – Support

Troubleshooting Usage consulting Technical Support

Execute

Multiple

Projects

Achieve

Program

Objectives

Deliver

Support &

Maintenance


Project Approach - Phases

Planning, Requirements & High Level

Design

Detailed Design

Build Integration & System

Testing

Acceptance Testing

Maintenance Key Activities

Development Activities

System

Requirements Specifications Document

High Level Design Document

Detailed Design Document

Updated High Level Design

Acceptance Criteria Prototype

development

Develop the core system

Fixing of all defects

Unit Testing

Bug Fixing Bug fixing

Bug fixes for any defects found in the field

Testing Activities

Test bed setup Testing of

intermediate releases

Create test cases for integration & system testing

Requirements Testability review

Testing Strategy Test analysis &

design

Functional Test planning & scripting

Non-functional Test planning

Unit test planning IT test planning

Integration and System Testing of all the developed modules

Review of all test results

User Acceptance testing by customer

Bug Verification

PMO Project Plan Staffing plan

Update Project Plan and Schedule

Track Progress

Track Progress Issue Resolution Reporting


Requirements and HLD Phase:

Detailed project plan for the duration of the engagement (includes

Change Management plan, Risk and Mitigation plan, and the revised

set of timelines, deliverables, activities and effort estimation for the rest

of the project)

Requirements specification document

High Level Design

Staffing plan

Baryons Deliverables

Activities

Understanding of the current systems

Scope the requirements for the Student Information system

Create a High Level Design for the Student Information System

Create a High Level Project Plan for the project

Establish a mutually acceptable requirements change management

process.

Establish a mutually acceptable issue tracking and escalation process

Establish a mutually acceptable signoff procedures on deliverables

Create a risk management and mitigation plan

Identify a single point of contact to work with Baryons program manager

to track project progress and facilitate interactions with client team.

Review and validate the updated project plans, staffing plan, estimates,

SRS, HLD and Lab infrastructure setup

Client Responsibility

Signed off contract between Baryons and Client

Entry Criteria

Exit Criteria

Signed-off

Project Plan

Staffing plan

System Requirements Specifications Document


Offshore lab setup document

Planning,

Requirements &

High Level

Design

Detailed Design BuildIntegration &

System TestingAcceptance

TestingMaintenance


Detailed Design Phase:



Updated Project Plan and Schedule

Defined Acceptance Criteria


Activities

Prepare the Detailed Design for the complete functionality

Validate the design document with the client

Update project plan & high level design document as per the results on

this phase

Build prototypes to verify design

Design test scenarios, test cases for system & integration testing and

acceptance criteria

Ensure availability of architects and engineers for any clarifications

Review and validate the documents generated in this phase

Track project progress

Resolve Issue, if any


Signed-off

Project Plan

System Requirements Specifications Document


Offshore lab setup document

Entry Criteria

Exit Criteria

Signed-off



Updated Project Plan and Schedule

Acceptance Criteria

Planning,

Requirements &

High Level

Design



TestingMaintenance


Build Phase:

Unit Tested source code

Updated Design Documents


Activities

Develop the core system

Develop all scoped inbound and outbound interfaces

Testing of all the developed modules

Fixing of all defects found until the number of defects have reduced to

the acceptable level as described in the acceptance criteria

Create test cases for integration & system testing


Review and sign-off deliverables of this phase


Provide access to test labs and equipments as required


Signed-off deliverables from the Detailed Design Phase

Entry Criteria

Exit Criteria

Delivery of unit tested source code

Planning,

Requirements &

High Level

Design



TestingMaintenance


Integration and System Test Phase:

Integrated and System tested source code

Updated Design Documents


Activities

Integration and System Testing of all the developed modules

Fixing of all defects found until the number of defects have reduced to

the acceptable level as described in the acceptance criteria




Provide access to test labs and equipments as required


Signed-off deliverables from the Build Phase

Entry Criteria

Exit Criteria

Delivery of integrated and system tested source code

Planning,

Requirements &

High Level

Design



TestingMaintenance


Acceptance Phase:

Source code and executables with the bug fixes

User Acceptance test results and acceptance sign-off


Activities

User Acceptance testing by client

Bug fixes for any defects found in the acceptance testing.

Conduct acceptance testing of the delivered source code



Delivery of tested and integrated source code

Entry Criteria

Exit Criteria

Customer acceptance of the solution in line with the agreed upon

acceptance criteria

Planning,

Requirements &

High Level

Design



TestingMaintenance


Maintenance Phase:

Source code and executables with the bug fixes/enhancements

Documents for enhancements


Activities

Bug fixes for any defects found in the field and by customer’s QA

team

Enhancements as per customer’s requests

Provide details of the bugs reported

Access to bug tracking system

Review the status reports


Acceptance of the delivered solution

Entry Criteria

Exit Criteria

None as it is an ongoing activity

Planning,

Requirements &

High Level

Design



TestingMaintenance


Project Approach – Governance

Customer Baryons Offshore Baryons Onsite

Esca

latio

n P

ath

Tier 3 -Project Level

Tier 2 -Program Level

Tier 1 - Account level

• Daily communication – face to face meeting, emails, teleconference

• Weekly Status Report

• Deliverable Review

• Weekly report highlighting performance of various projects on Changes, Cost, Schedule, Risk and Effort

• Program Dashboard

• Quarterly Business Review by senior executives

• Monthly report highlighting overall status

DOTC Core Team Onsite

Coordinator

Project Team

Delivery Manager Engagement

Manager Project Directors / Managers

Program Head Executive Sponsor

(Head of Department) Tier 1

Tier 2

Tier 3

Project Manager Project

Manager

Project Team

Project Manager

Project 1 Project 2 ….


Change Management


Change Control

Analyzed by

Implementation

Team

Change Identified

During Systems

Implementation

Change Identified

During Operations

& Maintenance

Analyzed by

Support Team

Change Control Board

Co-Chaired by Nominees of

Customer &

Solutions Provider

Solutions Provider’s

Process Lead

Customer’s

Process Leader

Solution Provider’s

Technology Lead

Customer’s

Technology Lead

Other nominated

members

Impact Analysis &

Re-planning

Change Authorization

Change Approval

Notification

To Appropriate

Teams

Change

Implemented or

Planned for future


Project Approach: Execution Structure


UAT and Rollout Approach

UAT

Process Rollout

Application Rollout

Training Rollout

Acceptance Test Plan and Cases Provided by Solutions Provider

Representative User Group Tests the applications and points out issues

Solutions Provider provides clarifications and bug fixes required for acceptance

Train Representative User Groups on process changes, if any

Process rollout/training goes hand in hand with applications rollout/training

Pilot the accepted application for a duration of 1 week.

Roll out to increasing number of locations every week.

Centralized architecture makes it easier to rollout to new locations as staff gets trained

Conduct classroom sessions for the Representative User Group or nominated Users drawn from multiple locations.

Make Online and self paced training available for 100% of staff

Solution Provider’s support team available to resolve usage queries during rollout


Operations and Maintenance Approach


Level 0

Support and Maintenance Structure

Business

Process Owners

Business

Users

Qu

eries

P

rob

lems

Level 1

Incid

ents

Issu

es

Self Study

FAQs

Online Help

24/7

Help Desk

Document

Incidents

Scripted

Issue

Resolution

Coordinate

Resolutions

Incidents

to

Level 2

Incid

ents

Issues

Min

or En

han

cemen

ts

Level 2

Triage

• Business Process

• Application

• Network

• Storage

• Bug/Enhancement

SLA

Adherence

Application Support

• Prioritization

• Problem Mgmt

• Project Mgmt

• Release Mgmt

• Critical Updates

•Infrastructure Support

• Network

• Data Center

• Desktop

• Storage

• Other Hardware

•Vendor Issues

• 3rd Party Software

• 3rd Party Services

• Infrastructure

Level 3

Business Operations

• Process

• Data

• Security

• Learning

• Knowledge Mgmt

Application Maintenance

• Programming

• Configuration

• Technical Support

• Documentation

• Technical Environment

Management

Business/Process

Issues

Fixes

Enhancements

Project Work

Escalated

Infrastructure

Issues

•Infrastructure

•Maintenance

• Repair

• Replacements

• Onsite Support

Escalated Vendor

Issues

•Software/Hardware

•Vendors

• Escalated Issue

• Resolution

Major Enhancements/Projects

Onsite + Offshore Onsite + Offshore Offshore

Ch

ange C

on

trol B

oard


Levels of Support and Escalation

Level I

• First contact with user/customer

• Limited scope (common problems)

• Limited time

If not resolved within specified time, documents information and escalates to next level

Level II

• Receives problems from Level I

• Handles more complex problem requiring greater expertise.

Level III

• Handles non-standard issues


Help Desk

Level 0

Applications Users

Self Study FAQs Online Help

Search for Resolutions

Level 1

On Call Resolution Call Center

Support Ticketing

System

Support Personnel

Log Incident Directly Log Incident and Assign

Resolve Usage Queries

Ticket Analysis and Resolution Posting Level 2/3 L2/L3 Assignment

And Resolution

Ticket Resolution

Ticket Resolution

Interact with User to understand incident

Collect incident data

Remote Desktop to identify incident

Collect information and reassign to L2

Resolve usage queries and common problems


Maintenance

Incident

Analysis

Incident Logged

Defect?

Triage

Update Resolution No

Yes

Resolution to

Customer

Assign to

Responsible Team

Replicate Bug

Assign to

Developer

QA Server

Staging Server

Bug Fix

Bug Fix Review

Move to QA Server

for

pre-staging test

Move to

Staging Server

For pre-production

test

Production Server

Move to

Production Server


Scope of Activities

Applications Support and Maintenance

• 24/7 Helpdesk with phone and email support

• Both remote and onsite support

• Software patch updates, upgrades etc

Application Monitoring

• Health monitoring

• Capacity monitoring

• Preventive Maintenance

Backup and Recovery

• Regular Data Backups

• Data Retrieval when required

Infrastructure Support

• Network, servers and desktops support, repair and replacement

• Coordination with 3rd Party vendors

Metrics and SLA Tracking

• Record support and maintenance metrics

• Track adherence to SLA

Process Governance

• O&M process governance for Applications

• Periodic reporting

• Participation in client reviews


Thank You For additional Information please contact: [email protected]

mailto:[email protected]