infor.com/services

INFOR SERVICES

Success accelerated

Infor Services is a global organization with end-to-end

accountability for optimizing the value of your Infor

investments. Comprising more than 5,300 professionals

who support companies in 168 countries, we bring deep

product and technical expertise, extensive industry

experience, and the full force of Infor’s resources to

the task of making you outrageously successful. From

big picture thinking and proactive strategizing to initial

deployment and day-to-day optimization, you can rely

on us to provide the depth and breadth of experience

needed to turn vision into reality. We are passionately

committed to earning your loyalty every single day—in

everything we do.

Committed to making you outrageously successful

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Why choose Infor Services?

Commitment to customer success

The Infor Services team fosters an

environment where customer success

trumps all. We are committed to

exceeding your expectations.

End-to-end accountability

You get access to a worldwide community

of experts across all disciplines—from

strategic planning and implementation to

cloud operations, support, and on-going

optimization—who have end-to-end

accountability for your success.

A long-term partner

The Infor Services team’s commitment

doesn’t end when your new technology

is up and running. From the opportunity

to have an assigned customer success

manager to our comprehensive services

portfolio, you’ll have a trusted partner

that’s dedicated to making you successful

over the long haul.

Accelerated time to value

The Infor Services team partners with

you to get your systems up and running

quickly, achieving a deployment that

lowers total cost of ownership and sets

you up for long-term success.

Deep product and industry expertise

The average Infor Services team member

has 9.1 years of experience. Often,

they’ve walked a mile in your shoes;

many are former customers themselves.

Global footprint

With 5,300 professionals supporting

businesses in 168 countries, we’re

ready to support your business

wherever it may go.

Access to innovation

Infor has invested more than $500B in R&D

in the last five years. The Infor Services

team serves as your access point to fresh

thinking on how technology can be used as

a competitive advantage.

Proven methodologyOur consultants are trained and certified on

Infor’s proven deployment methodology,

ensuring they can carry out the highest quality

projects with the lowest degree of risk.

Implementation acceleratorsAutomated deployment processes and

implementation accelerators shorten

deployment time and help you achieve a

more rapid return on investment.

Reduced riskYou get a single, full service provider that

is uniquely qualified to help you eliminate

modifications and get maximum value from

your software investment.

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Our people The Infor Services team partners with customers in 168 countries and supported more than 1,200 go-lives in the last year alone. Our team members offer the

broadest support available for Infor’s extensive product portfolio, combining local country and language support with deep technical and industry expertise.

3,200+consultants

1,200+support professionals

3 COEswith 600 consultants

168countries supported

9.1avg. years of experience

4,700+cloud customers

1,248+go-lives last year

1Mknowledge base articles

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Our servicesOur comprehensive set of services is designed to help you succeed at every stage of your engagement with Infor. Our goal is to

not just meet your needs but also anticipate them, providing solutions to problems before they occur and opening your eyes to

opportunities that our breadth of resources, product and industry expertise, and innovation empower us to see.

Advisory Services

Deployment Services

Education Services

Managed Services

Support Services

Business consulting

Value engineering

Organizational

change management

Digital transformation

Application

management services

Post production

support

Process monitoring

Data lifecycle

management

Infor cloud support

center

Cloud Command

Center (3C)

Flexible support

options—essential,

premium, elite

Implementation

and upgrades

Cloud migration

Data migration

Testing automation

Performance

optimization

Classroom and

virtual training

End user training

Education

subscriptions

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Our Advisory Services resources use their industry

expertise and strategic business knowledge to help you

incorporate best practices and approach old business

models in fresh ways. This group of experts gives

you continual access to some of the best minds in the

technology world—and in your own industry—allowing

you to tap into innovation and stay ahead of the curve.

Advisory Services

Our Advisory Services resources are passionate about looking for new opportunities and ways of solving problems you may not even know you have. Our goal is to set you up for long-term success from the start and partner with you to continually improve and adapt as your business changes.”

“

Darren Saumur

SVP, Infor Services

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Build a long-term roadmap for success

Reduce organizational risk

Uncover new opportunities

Take advantage of innovation

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Getting systems up and running quickly and achieving a

standard, upgradeable, and easily supported deployment

are the keys to delivering a fast and reliable return

on technology investments. The Infor Services team

surrounds you with deployment experts who have

decades of experience attaining these objectives. From

provisioning and system implementation to performance

management and tuning, we help you achieve

standardized implementations that incorporate best

practices, result in a lower cost of ownership, and set you

up to be successful for the long haul.

Deployment Services

Since the system-wide Infor M3 implementation, Kemin has consolidated five systems into one. The company has 10 manufacturing locations and another 12 locations around the globe using Infor products.”

“

Technology Evaluation Center

“ERP for Process Manufacturing

Buyer’s Guide” May 2013

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Deploy quickly and reliably, anywhere in the world

Accelerate time to value and minimize risk

Achieve a cost-effective, easily supported deployment

Maximize the long-term value of your investment

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Objectives for technology investments cannot be achieved

if users work with a new system but don’t actively embrace

it. Through a combination of classroom and virtual training,

end user training, and on-going education subscriptions,

the Infor Services team partners with customers to ensure

all end users are fully empowered to get maximum value

from their Infor solution. Our goal is to make end users’

jobs easier and help them operate more efficiently, with

the ultimate objective of enabling our customers to better

serve their own.

Education Services

Our instructor was probably one of the best I’ve had...I came into this not knowing anything about the project. After this course, I felt I was ready to go ahead with confidence.”

“

Daryle Rech

System Administrator

Kronos Aria Health System

Accelerate adoption of new technology and processes

Increase user satisfaction

Speed return on investment

Choose from flexible learning options – on-site, virtual,

self-directed, or instructor-led

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The Infor Services team is set up to provide whatever

level of support you require. Through our managed

services offerings, we can run your systems end-to-

end or just provide support for certain aspects of your

deployment. We cover all operational services, including

service desk, system administration, capacity planning,

facility management, service pack/hot fix, maintenance,

backup, recovery, and archiving, as well as a full range of

services for optimum application performance. We also

offer technical services such as customization care and

functional application management support.

Managed Services

With Managed Services, our customers get greater flexibility, assured continuity, and a lower total cost of ownership for their Infor applications. Our resources are available around the clock and around the world, so our customers can do business wherever or whenever the opportunity presents itself.”

“

Curt Bennett

VP, Cloud Operations & Managed Services

Choose the level of service that’s right for your business

Get world-class technical expertise and security

Optimize system performance with on-going monitoring

Lower costs and reduce the burden on IT staff

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On-going support for technology investments is critical,

and needs vary from organization to organization. Our

award-winning support team provides comprehensive

support for companies of all shapes and sizes—from day-

to-day incident resolution to services such as decision

support and system monitoring.

Support Services

I submitted my incident at 5 p.m. on a Friday and got a response almost immediately. We were able to resolve the issue, and it kept me from worrying the whole weekend.”

“

Liz Woolfrey

IDEX Health and Science LLC

Choose the support plan that’s right for you—essential,

premium, or elite

Work with experts who are passionate about providing

you with exceptional service

Get instant access to the resources you need through

the Infor support portal

Access support globally, with professionals located

in 28 countries

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The Infor Deployment method assures quality implementations with governance;

quality control; and certified, industry-specific, best practice procedures. Built on

industry standards and designed to minimize risk, this method is vertical specific

and supports both waterfall and Agile development methods. The result is high

quality projects delivered on time and on budget—for every Infor product and

anywhere in the world.

Our methodology

Optimization workshops

Project initiating and planning

Project closure

Inception Elaboration Construction Transition Optimize

Project execution, monitoring, and control

Confirm objectivesand scope

Define business requirements

High-level process modeling

Define supporting requirements

Project team training

MoSCoW requirements Traceability matrix

Lifecycle objectives milestone

Blueprint

Analysis and design (custom extensions)

Define project strategy

Detailed process modeling

Build prototype

Conference room pilot

Gap analysis

Data action labs

Lifecycle architecture milestone

System testing

Initial operational capability milestone

Application configuration

Design and implement (custom extensions)

Unit testing

Integration testing

Data conversion rehearsals

User acceptance testing

Performance testing

End user training

Final data conversions

System in production milestone

Monitor and evaluate system performance

Plan for future

Transition to support

Sign-o� milestone

System integration testing

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Implementation Accelerators

Infor’s industry-specific implementation accelerators automate key processes

and incorporate best practices into every deployment, resulting in a faster time

to value, lower costs, and reduced risk. The Infor Services team currently has

25 Implementation Accelerators available, with more in development.

Aerospace & Defence Automotive Chemicals Chemicals 13.3 Equipment Equipment Rental

Fashion Food & Beverage (M3) Industrial (EE) Healthcare Public Sector Food & Beverage (Optiva)

Distribution (M3) Public Sector CDR EAM Industrial Manufacturing

Manufacturing (M3) Country Versions Transaction Archive Manager

Demand Planner Infor CloudSuite™ Business

Infor CloudSuite™ Industrial

Distribution SXE Infor CloudSuite™ HCM Supply Chain 3PL

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Executive overview

Situation analysisContinue to grow the number of employers Concordia serves by instituting a formalized

solution for business development and customer relationship management.

Increase customer service levels by providing a self-service member portal that provides

a consolidated and personal view of all plan and policy details.

Decide whether to upgrade Infor applications to their latest versions and re-evaluate

existing relationship with hosting provider Xerox®.

High level impact

in time savings as a result of enrolling in the Elite support program and working with a customer success manager

20% to 30%

savings in annual operating expenses associated with the move from Xerox as a hosting provider to the Infor Cloud

$400,000

positions in enrollment area re-deployed as a result of the reduction in paperwork associated with 21,000 members

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Innovation strategyConduct a total cost of ownership analysis to gain a comprehensive view of the cost

differences between deploying Infor applications in the cloud versus the current

arrangement with Xerox.

Upgrade Infor applications to the latest versions and move them to the Infor cloud.

Support employer and member growth by introducing Infor CRM.

Create a member portal to better deliver information and improve customer service

with Infor HR Knowledgebase.

ResultsReduced annual operating expenses by moving to a software as a service (SaaS)

arrangement in the Infor cloud powered by Amazon® Web Services.

Freed up headcount in the human resources department by automating the manual

processes associated with the administration of open enrollment.

Saved Concordia Plan Services executives’ time by working with an assigned

customer success manager.

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The sole purpose of the Infor Services organization is

to ensure you realize value from your Infor software

investments. We have end-to-end accountability for

helping you drive business transformation and achieve

your objectives, and we’re passionate about making you

outrageously successful. Your success is the yardstick

by which we measure our own.

Drive business transformation

infor.com/services

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Copyright ©2016 Infor. All rights reserved. The word and design marks set forth herein are trademarks and/or registered trademarks of Infor and/or related affiliates and subsidiaries. All other trademarks listed herein are the

property of their respective owners. This document is provided for informational purposes only and does not constitute a commitment to you in any way. The information, products and services described herein are subject to

change at any time without notice. www.infor.com.

INFDTP1527355-en-US-0616-1

Infor builds beautiful business applications with last mile functionality and scientific insights for

select industries delivered as a cloud service. With 14,000 employees and customers in more than

200 countries and territories, Infor automates critical processes for industries including healthcare,

manufacturing, fashion, wholesale distribution, hospitality, retail, and public sector. Infor software helps

eliminate the need for costly customization through embedded deep industry domain expertise.

Headquartered in New York City, Infor is also home to one of the largest creative agencies in

Manhattan, Hook & Loop, focused on delivering a user experience that is fun and engaging. Infor

deploys its applications primarily on the Amazon Web Services cloud and open source platforms.

To learn more about Infor, please visit www.infor.com.

infor.com