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Marlabs Capabilities Overview Application Support Services © 2016, Marlabs - Confidential [email protected] +1 (732) 694 100 www.marlabs.com
Marlabs Capabilities Overview Application Support Services
© 2016, Marlabs - Confidential
[email protected] +1 (732) 694 100 www.marlabs.com
• Founded in 1996
• 2100+ employees
• Consistent year-on-year revenue growth
• 100+ blue-chip clients across multiple verticals
• IP driven global consulting and software services
• Headquarters in Piscataway, NJ – USA
• Global delivery headquarters in Bangalore, India
• CMMI Level 5 and ISO/IEC 27001: 2013 certified
Marlabs Snapshot
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Global Locations
Strategic Partnerships Awards and Recognition Verticals Serviced
Overview
35%
22% 9%
23%
11%
Banking, Finance,Insurance
Media &Education
Transportation &Logistics
Healthcare & LifeSciences
Retail & Others
Global presence to drive speed and value
Key locations
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Marlabs Corporate HQ: One Corporate Place South, Piscataway NJ
• Global Data Center
• Network Operations Center
• Sales, Acct. Management & Operations Support
• Onshore Development Center
Marlabs North American Training Facility Broadhead Road, Bethlehem, PA
• Global Training Facility
• Multi-Discipline Center of Excellence
• Onshore Development Center
• DR Data Center
Global Development Center BWTC, Bangalore, India
• Global Development Center
• Multi Discipline Center of Excellence
• Asia-Pacific Data Center
• Network Operations Center
Global Development & Training Center Udayaravi Road, Mysore, India
• Global IV&V Center and CoE
• Asia-Pacific Training Facility
• Global Development Center
Global Development Center & CoE Infopark, Kochi, India
• Global Development Center
• Centers of Excellence
Partners in our success
Customers
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Media & Education Banking, Financial Services,
Insurance Healthcare & Life Sciences
Logistics & Hospitality Retail & others
Secure, scalable and state-of-the-art
Infrastructure
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• 20,000 Sq. Ft. of infrastructure area (option to expand)
• N+1 infrastructure topography
• Dual and diverse power feed
• Lit with multi-entrance fiber rings
• State-of-the-art backup system & power unit
• Redundant service providers for guaranteed network uptime
• Dedicated secure channel
• VLAN for ODC isolation with selective access using ODC gateway
• Restricted access monitored by card and CCTV
• Two factor authentication and biometric finger print scan
• Advance intrusion prevention capabilities
• ISO 27001 compliant information security practices
• Full disaster recovery for hosted applications
• FM200 fire suspension system for complete protection
• Multisite Network Operations Center (NOC) for monitoring and management
• Scalability and extending T1/T3 circuit to alternate DR sites
SSAE 16 Type II Compliant Data Center, Piscataway, NJ
Guaranteed Security Disaster Recovery
Full spectrum of solutions and services
Service Offerings
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Application Development and Maintenance | Information Security | IT Infrastructure Services | Testing | Packaged Implementation & Support | Product Engineering
Cloud | Mobility | DAM | DW-BI & Analytics| Microsoft |Java | Open Source | ERP | Salesforce | IoT
Services
Industry Verticals
Technology Solutions
BFSI Education Transport Healthcare
Energy Retail Media Government
The expertise driving our solutions and services
Centers of Excellence
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• Improve legacy and proprietary Integration with current solutions/software
• Positive impact on usability and architecture decisions among project teams
• Increase overall user adoption
• Implement the best practices for the development of solutions
• Promote cross-platform flexibility
• Rapid scale up for project requirements
Marlabs Centers of Excellence (CoE)
Primary objectives
Industrialized assets and methods
Innovation Architecture based on cost/benefit analysis
Skills and resources Alliance ecosystem
Microsoft Java/Open Source Digital Asset Management
(DAM)
Testing DW/BI & Analytics
Mobile
Infrastructure, Security & Cloud
UI/UX ERP/CRM
Our IP assets
Products and Platforms
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Marlabs’ SAPX Platform delivers consumer-grade, mobile-first, cross-platform user experience for SAP as well as HANA.
SAPX
Real-time customer feedback is vital to business growth and sustainability.
SocialSenser™
A Digital Learning System is a mobile, personalized, and measurable application developed by Marlabs for the pharmaceutical industry.
MultiTouch™
A Web-based platform for developing and deploying end-to-end workers' compensation claims management systems
MCO Central™ Platform
Our IP assets (cont'd.)
Products and Platforms
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Automated cloud migration assessment for enterprise applications enabling customers to have structured information and clear-cut strategy for cloud adoption
Cloud Migration Assessment Toolkit (CMAT)
Unified single pane of glass dashboards providing complete visibility into Managed Services operations
OneConsole™
Social connector app that provides secure access via the web, smartphones, tablets. Enables private social network
THOT: Bringing the benefits of social media
A robust monitoring and management platform for mission critical applications running on public and private clouds.
Cloud Monitoring and Management Framework (CMMF)
Assess Build Deploy Manage
Utilize ITIL standards and best practices, 24x7 monitoring, cloud based backup and recovery
Client Project Stakeholders
Customer centric blended model
Client Engagement
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Client Executive Sponsor
Client Program Manager
Client Project Manager
Client SMEs
IT & Infrastructure
Marlabs Executive Sponsor
Marlabs Account Manager
Business Analyst/ Lead Developer
Technical Architect
IT & Infrastructure
Programmer/ Analysts
Quality Assurance
IT & Infrastructure
Client Team Marlabs On-Site/Off-Site Team Marlabs Off-Shore Team
• Strong Transition Mgmt.
• Peer to Peer Communication
• Defined Escalation Process Steering
• Business Alignment
• Work Prioritization
• Metrics Monitoring
Project Management
Requirements/ Deliverables
Task Monitoring & Control
Project Status
Issue Management
Work Packages
Technical Specs
Project Lead/ Manager
Project Lead/ Manager
Center Of Excellence - Objectives
Marlabs Service Offerings Application Support Services
Service landscape
Application Development & Maintenance
Production Support
• User Support • Configuration Management • Emergency Fixes • Application Support • Application Monitoring • Production Support (24x7) • SLA Management
Maintenance
• User Support • Regulatory • Minor Enhancements • Configuration Management • Corrective Maintenance • Preventive Maintenance • Database Administration • Change Management • Product Review • SLA Management
Business Support
• Quality Assurance • Emergency Fixes • Application Continuity • Application Monitoring • Database Monitoring • Product Enhancements • Production Support (24x7) • SLA Management
Multi-Level Support (L1, L2, & L3)
Flexible Shift Model (8x5, 12x5, 16X7, 24X7)
Quality Assurance
Multi-Channel Support (Phone, Email & Chat)
Application Development
Water Fall Model Iterative & Incremental V Model Spiral Model
Code & Fix Life-Cycle Model
Prototype Model Agile Model Custom Models
Development Models
Application Maintenance
• Application design, development
• Systems integration/consolidation
• Re-engineering,
• Implementation of packages
Service Offerings
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Service landscape
Application Support
Level 1 Support
•End-user support, including response to calls and answering ‘how-to’ questions
•Ticket resolution and logging
•Resolution of basic IT/computer problems, such as username and password issues
•Verification of physical layer issues
•Installation/re-installation of basic applications
•Verification of appropriate hardware and software installation
•Assistance with navigating around application menus
•Help with using knowledge management tools
Level 2 Support
•Monitoring ticket log
•Providing break-fix/corrective and emergency support
•Providing consultation and technical support to end-users
•Resolving ad-hoc issues
•Testing and releasing patches to production within a specified TAT
Level 3 Support
•Defect detection and root cause analysis
•Minor enhancements and customization
•Preventive, adaptive, and perfective maintenance
•Routine maintenance activities
•Need-based interaction and follow-up with third-party vendors, suppliers, etc.
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Project governance model
Marlabs
Executive Committee
Client Management
Head – Account Management
Chief Delivery Officer
Service Management / Steering Committee
Client Technology Office Manager
Customer Account Manager
Delivery Manager
Operations Committee
Service Track Manager
Infrastructure Program Manager
Vendor Management Office
Support Groups
Process Consulting
Quality
Client IT Team/ Service Owners
OpsMgr / Change Management
L1, L2, L3 Support
Global Service Delivery Manager
Messaging End User Computing Applications
Server Operations
IT Network
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Ticket/Request flow
Support Process
Issues
Triage/Escalate
Call Closure Send status update and closure to customer team on the alert
Marlabs L2 will resolve the issue
Marlabs L2 Support Team
L1 Support team
Tickets/Issues being raised to support team
logging/updating knowledge base and resolution in ticketing system
Incident & problem management End user support Data fixes Code fixes
Reports
Alerts
SLA based services ITIL based service delivery
process Metrics and reporting Service improvement initiatives
Support Services
Escalate to L2 team
Resolve using SOPs
Delivery Assurance
Marlabs L3 will resolve the issue
Marlabs L3 Support Team
Escalate to L3 team
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Follow the sun model
Support Process
24 02
04
06
12 10 14
16
20
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18
08
EST 8:00 am IST 5:30 pm
EST 04:00 pm IST 01:30 am
EST 12:00 am IST 9:30 am EST 7:30 pm
IST 05:00 am
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Indicative SLA & status reviews
Service Levels
Incident Priority
Priority Definition Response Target Resolution Objective
Min. SLA Adherence (%)
Critical Emergency situation with severe business impact 15 minutes 4 hours 95
High Incidents that affect business and users but can continue with reduced functionality
30 minutes 8 hours 95
Medium Incidents that affect only few users performing standard business operations
1 hour 3 business days 95
Low Incident with low impact on the business and only affect specific users
2 hours 5 business days 95
Review Period Focus Areas
Daily Operations Review Major incidents, critical updates, status updates
Emergency change planned for next 24 hours
Weekly Review
Accomplishments review, major issues/highlights
Performance metrics: # of incidents resolved, response, resolution SLA adherence
Weekly call volume reports
Review of planned maintenance activities
Monthly Engagement Review
Monthly PMR review
Major activities and accomplishments
Release management
SWOT analysis
Quarterly Review
SLA adherence review
Continuous service improvement plan reviews
Overall project performance reviews 17
Typical transition phases and timeliness
Transition Process
Engagement Kickoff
Due Diligence
Plan Baseline
Deliverables: Approved Transition Plan Draft Operations Plan
Knowledge Acquisition
Learn Demonstrate
Deliverables: Operations Document Updated Operations Plan
Deliverables: Finalized Operations Plan Metrics/Status Reports
Steady State
Operate Optimize
Shadow Support
Observe Demonstrate
Week 1 Week 2 - 4 Week 5 - 8 Week 9 onwards
Deliverables: Ongoing Engagement Governance/KPI Tracking
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Transition matrix
Transition Process
Due Diligence and Planning Knowledge Acquisition Guided Support Steady State
Ke
y A
ctiv
itie
s
Key contact from Marlabs and client are identified
Gather information and documentation on all servers and services in scope
Marlabs team will be allocated tasks by client team
Handle tasks independently by Marlabs team based on ticket allocation
Finalize roles and responsibilities
Train on client-related processes
All issues/alerts will be classified by client and assigned to Marlabs team
Provide monthly status report to client on overall support
Finalize connectivity plan Access to tools and method of access
Fine tune resource plan if required
Understand the detailed scope
Validate the desired SLA with existing resources
Setup processes for capturing metrics and status reporting
Prepare support plan Review existing documentation
Validate the understanding gained by Marlabs team
De
liv
era
ble
s
Detailed project plan Knowledge repository Re-designed process flows SLA adherence, status reports
Risk and mitigation plan SLA Detailed escalation plan Service improvement initiatives
Cli
en
t Ta
sks Designated personnel as the
key contact for the length of the engagement
Provide knowledge transistion to Marlabs team
Guide Marlabs team on issues
Review, validate transition plan
Share documentation with Marlabs
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Continuous Service Improvements
Support Process
Establish Baselines
• Collect and analyze operational data and processes
• Identity problems
• Categorize problems under areas: Technology, Process, Service
Identify Solution
• Solution definition
• Cost/Benefit analysis
• Functional services
• Identify immediate wins
Transformation Methodology
• Create SIP plan • Obtain sign-off
from stake holders
• Schedule SIP implementation
Implement and Measure
• Execute transformation
• Measure progress
• Verify metrics • Sign-off SIP
Access Identify Plan Implement
Incident Reduction Eliminate Repeat
Issues Improve Resolution
Times Process
Automation
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Center Of Excellence - Objectives
Providing performance data about ability to meet SLAs
Gathering historical and real-time data on service performance
Preventing problems from recurring
Proactively identifying potential issues so they can be resolved before they impact users
Tracking and reporting metrics on an ongoing basis
Periodic reviews
•Weekly reports
•Monthly reports
•Performance management report (PMR)
•SWOT analysis
•Handling new deliveries
Support Process Service Assurance Framework
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Formal issue reporting (escalations) and resolution procedures
Support Process
Issue Resolution Breakdown
Attempt to Resolve at
Individual/Team Level
Attempt to Resolve at Project
Level
Attempt to Resolve at
Program Level
Final Closure at Program Sponsor
Level
Escalation & Resolution Process
The team member identifies a specific open action item that impedes progress for the release/program.
Team member contacts the owner to close out the issue or action. Owner does not provide resolution and offers no further attempts for closure or indicates they do not plan to close the item.
Team contacts the project management of the issue/action owner for resolution after notifying the owner of the intent to escalate.
Failure of resolution should be brought to the attention of the Program Manager. The program manager should facilitate a session between stakeholders to understand the challenges to resolution and attempt to close the item.
If the program manager can not resolve the open item with the stakeholders, all participants should develop a business case with options for resolution and present to the program sponsor for resolution, in the steering committee meeting.
The program sponsor should provide final resolution based upon program vision/strategic objectives for a closure.
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Business value
Marlabs
ITIL driven service management framework
Focus on Delivering operational, tactical and
strategic benefits
Increase in productivity through robust knowledge
management and automation processes
YoY case reduction via proactive correction and
root cause analysis
Reduced total cost of operations
Flexible support models (8x5, 12x5, 16X7, 24X7)
designed to meet your business needs, resulting in
improved return on investment
Rapid escalation and stringent support processes
offer fast, efficient, and quality resolution
Monitored risk-reward SLAs model for customers
enabling clients to track the quality of service
Flexible commercial models – managed services,
professional services, BOT and outcome based pricing
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Case Studies Application Support
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Client Leading US chemical and pharmaceutical company
Need The client has a complex global IT landscape which lacked a centrally-managed infrastructure and application support model
Reduce operational expense associated with maintaining 24X7 monitoring, maintenance and support operations
Marlabs Solution Built a dedicated centralized offshore Global Service Desk center at Bangalore, India to support and manage client’s IT infrastructure, application support (L1, L1.5) and SAP end-user support (L2) requirements in an SLA based managed services model
Conducted a knowledge transfer and project transition phase to ensure all Marlabs support resources have sufficient access, knowledge, and confidence to provide a seamless user experience
Provided a mixture of dedicated resources and shared service resources allowing for consistent coverage and support of all in-scope SAP modules
Implemented Marlabs ‘OneConsole’ tracking and report monitoring system which integrates with client’s existing ticketing and monitoring tool to provide self-service access to dashboards and ad-hoc reporting showing agent activity, ticket history, and similar KPI data necessary to monitor and track performance and quality of service
Adopted process efficiency driven ITIL framework
SLA-based services backed with penalties and incentives to drive efficiency, effectiveness, and quality of service
Provided separate white glove support to VIP users when interacting with service desk personnel for application and desktop support
Benefits A customer-friendly and cost-effective IT services by leveraging ITIL
Significant estimated reduction in operating costs
Fixed monthly cost measured by SLAs
Ensured enhanced and consistent customer service by providing best of resources and technology
Technology Platform 24x7 infrastructure, application support, and desktop support.
SAP modules (FI/CO, SD, MM, WM, CRM, PP, QM, APO, BI/BO, HR)
Always available global support desk helps realize optimized application environment
Marlabs Case Study
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Client Leading airline services provider
Need Ensure application availability and performance as well as maintain a satisfied user community.
Marlabs Solution Global Application Monitoring and Support: L2 support – 24X7 alarm/alert monitoring and resolution, L3 Support – up to 24X7 production break/fix
Custom Application Development: Inflight Exchange (IFx), Catering Exchange (CXP) and Galley Planning (GP4), new feature development, system re-architecture
Packaged Application Maintenance & Support: SAP (SD, MM, FICO, PP, ABAP), SAP BW & HFM, airline and corporate interfaces
Infrastructure Monitoring and Development Support: DBA (Oracle), JBoss, interfaces, QA/IV&V services, testing automation (5,000+ test cases)
Flexible Blended Delivery Model: Balance of on-site and remote near and far shore resources distributed globally
Benefits Consolidated IT services and support from multiple globally distributed support paths into a unified global service desk
Approximately 38% reduction in support costs by providing cross-platform monitoring and support of 238 application servers and 46 database servers
Automation of information processing resulting in significant reductions in processing windows and system maintenance windows
Enhanced system capabilities to allow up to 500 concurrent users processing up to 5,000 service orders and 200,000 flight requests per day per airline
Technology Platform Java/JEE, JBoss, SAP (SD, MM, FICO, PP, ABAP), SAP BW & HFM, Oracle DB, JBoss
End-to-end application support services increasing value delivered by application
Marlabs Case Study
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Standing apart in the marketplace
Value Proposition
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Delivery Excellence
Domain Expertise
• Flexible, transparent, and mature engagement models
• Seamless solution integration
• Certification compliance
• Robust Governance
• Strong focus on emerging technologies
• CoEs for technology proficiency
• Best in class technology and security infrastructure
Customer Centricity
Investment In Talent
• US based, IP driven organization with a digital technology focus
• Flexible engagement models with global talent
• Proven record of successful on-site, off-shore and blended engagements
• Customized solutions and services
• High competence levels in all technologies
• Home grown algorithm for matching resources with customer’s unique need
• Global training centers: Continuous quality improvement programs
• High retention rates
Higher Customer
Satisfaction
Excelling Employees
Project Certainty
Highest ROI and Value
Contact Us
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USA New Jersey
Marlabs Inc. (Global Headquarters) One Corporate Place South, Floor 3, Piscataway NJ 08854 - 6116 Tel: +1 (732) 694 1000 Fax: +1 (732) 465 0100 Email: [email protected]
India Bangalore
Marlabs Software (P) Ltd. Bagmane World Technology Center, 14th Floor, Citrine Block - 4, Marathahalli Outer Ring Road, Mahadevapura, Bangalore – 560 048 Tel: +91 (80) 67229400/700 Email: [email protected]
Canada Marlabs Canada Incorporated 1235, Bay Street, Suite 400 Toronto Ontario M5R 3K4 Tel: +1 (416) 934 5005 Email: [email protected] Mysore
Marlabs Software (P) Ltd. # 462, A & B Block, Udayaravi Road, Kuvempunagar, Mysore - 570023 Tel: +91 (821) 4000200 Email: [email protected] Marlabs Software (P) Ltd. # 469, A & B Block, Udayaravi Road, Kuvempunagar, Mysore - 570023 Tel: +91 (821) 4191450 Email: [email protected]
Mexico Marlabs Technology Services Av. Patriotismo 229 Piso 8 Col. San Pedro de los Pinos Mexico, D. F. C. P. 03800 Tel: +1 (732) 694 1000 ext.6011 Email: [email protected] Kochi
Marlabs Software (P) Ltd. "Athulya", 2nd Floor, Infopark Kusumagiri P.O. Kakkanad Kochi - 682 030 Email: [email protected] Marlabs Software (P) Ltd. Trans Asian Corporate Park, XIV/396-C, Seaport Airport Road, Chittethukara, Kakkanad Kochi - 682 037 Ph: +91 (484) 6062885/886 Email: [email protected]
THANK YOU
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