Slide 1
CF TSS 12: Customer FIRST for Solutions Samir Bhargava Director Global Customer Support William Nyman Director Solutions Support social.invensys.com @InvensysOpsMgmt / #SoftwareRevolution /InvensysVideos /InvensysOpsMgmt /company/invensys Operations Management 2013 Invensys. All Rights Reserved. The names, logos, and taglines identifying the products and services of Invensys are proprietary marks of Invensys or its subsidiaries. All third party trademarks and service marks are the proprietary marks of their respective owners.
Engagement for Solving Business Need Project Methodology Project Planning and Mgmt. Project Management Plan Project Schedule Project Kickoff System Definition Functional Requirements Software / System Infrastructure Design Development and Testing Prototyping System Configuration Coding Development of Test Specification Unit and Integration Testing Factory Acceptance Testing Project Close Transfer Ownership Transition to Support Final Documentation Survey / Post Mortem Delivery Training System Installation Site Acceptance Testing Punch List Resolution Go Live ; Stabilization Slide 3
Resulting Requirement Background Business requirements go beyond standard products Complete Solution requires: Incorporate unique rules / processes Custom user Issue interface Custom integration Unclear long term Strategy to address Custom reporting Transition delivered solution to support mode Long term support of custom layer Management Resolution of custom solution knowledge Enhancements/Upgrades Extend product to keep support with to include changing complete solution requirements Implement KT process leading to support mode Secure and maintain knowledgebase Secure and maintain custom code /configurations Incorporate Change control & Governance Application Health Monitoring Slide 4
Lifecycle of an Application Solution Lifecycle Plan & Build Operate & Maintain Improve & Optimize Evolve & Modernize Enhancements Solution Maintenance Solution Support Delivery Knowledge Transfer Application Support Product Support Delivery Product Support Software Upgrade Slide 5
Solution Support: Building on Customer FIRST Solution Support Entitlement to support of application Custom code Extensive configuration Support for interfaces to other business systems Maintenance of code and related documentation Build and maintain offline test system Ongoing changes/enhancements Required Customer FIRST Set-up support relationship Entitlement to support of underlying products Functional issues Bug fixes and patches Enhancements and upgrades Access to support website and knowledgebase Slide 6
Attributes of a Solution Support Which of the following elements of an end-to-end solution support program are most important to you? 1 Not Important 2 3 4 5 Extremely Important Average Support for Custom Functionality 5.3% 9.6% 28.5% 40.2% 16.4% 3.5 Lifecycle maintenance of Application Health Lifecycle maintenance of Application Knowledgebase Sustaining Engineering (software maintenance / custom code) 4.6% 9.9% 31.9% 36.9% 16.7% 3.5 6.4% 10.7% 29.2% 34.5% 19.2% 3.5 3.9% 10.9% 34.5% 33.8% 16.9% 3.5 Support for Custom Integration 4.3% 11.5% 32.0% 35.3% 16.9% 3.5 Application Design Review and Enhancement Services 5.0% 16.0% 32.3% 31.6% 15.2% 3.4 Local Parts Management 11.4% 16.0% 30.2% 26.7% 15.7% 3.2 On-site Hardware Support 12.8% 14.9% 31.6% 28.7% 12.1% 3.1 Onsite Invensys / Wonderware Engineer 15.6% 18.8% 24.5% 27.3% 13.8% 3.0 * Market survey conducted by ServiceXRG in Mar 12 of current Invensys customers with about 1000 respondents Slide 7
New Invensys Offering Customer FIRST for Solutions A set of support services that provide lifecycle support for Advanced Solutions built on Invensys software products and engineered/ implemented by the Invensys solution development and integration team Provides an umbrella program to offer support services to solutions delivered across brands and solutions Slide 8
Invensys Advantages Montreal Foxboro Lake Fores Houston t Mexico City Caracas Munich Seoul Tokyo Chennai Singapore Close relationship with Product Development and Delivery organizations Global team of 140 support professionals dedicated to the Software brands Mature infrastructure handling 25,000+ support cases per year and support 8,000+ customer sites Regional centers for handling issue resolution closer to customer locations (geography and language) Value Proposition Single point of contact for Product and Solution issues 24x7 access through toll-free number Global Support Capability Integrated product & solution support teams Centralized issue tracking Maintain both Product & Application Retain Application Knowledge Govern changes to custom code and documentation Off-line test system Access to broader pool of expertise Slide 9
CF for Solutions Services Application Support (Custom Functionality) Upgrade Assessment / Planning Integration Support (System Touch Points) CF for Solutions Change Management (Add, Enhance) Knowledge Management (Documentation, Transition, Retention) Sustaining Maintenance (Investigate, Fix, Patch, Health Check) Slide 10
Support Transition Tollgate Support Readiness Knowledge Transfer Project Complete Customer Training Documentation Custom Code Offline Test System Remote Access Project knowledge transfer activities completed or Training provided by Project - Lead Architect / Engineer Site Stabilized Factory Acceptance - Signed Off Functioning Pre-prod environment at site for change validation Trained Resources at Customer Site Identification of Super User as front line on functional issues Documentation completed(specifications, Test scripts, Guides) Centralized location under version control Secure access Solution Custom Code is under version control Secure Access Setup or transition Invensys hosted test system Verify functioning offline test environment Secure remote access by support engineer established Webex available as backup Slide 11
Process Flow for Getting Support Triage by GCS to decide if it is a Product or Application issue Fix / Resolution delivered to the Customer For Product Issues, Product Expert work with R&D to deliver resolution Code change tested and fix approved No Sustaining Engineer to diagnose Application code is required Customer Super User analyzes Line Issues and raise it to GCS, if required Application code change is made in latest version If determined to be Application escalate to Solution Support Rev Version & check in code - Update Documentation Seamless Process for Total Solution Support Slide 12
Pricing Considerations # Resources, Knowledge Transfer & Retention Effort Resources, Level of trained resources at site Number of Regions (24x7) Number of Sites (1 or more) Common site level Solution Template Site level customization of Template Level of Custom Functionality & Integration Service Level Agreement -Response time -Resolution time -Performance Delivery Practice Standards Application & Technical Complexity Skill Set & Skill Set & Field Experience Slide 13
Solution Offerings Matrix INVENSYS PRODUCTS / SOLUTIONS Services MES IntelaTrac Mobility Wonderware Workflow OTS Avantis Support Transition Services Application Support Integration Support Sustaining Maintenance Solution Knowledge Management Offline Application Clone Services Upgrade Assessment Upgrade Services Solution Consulting Services Enhancement Services* * Enhancement requiring substantial effort can be reviewed and quoted under CF for Solution agreement, however, will be quoted and delivered under separate Statement of Work (SOW) Slide 14
Solutions Coverage Examples Support of... MES Integration to Oracle Enterprise ERP system to allow sharing of transactional data through custom mapping of data elements and a transfer mechanism. Support of. MES Application where business requirements exceed out of the box capabilities and therefore custom user interfaces and functional extensions must be developed. Support of. Integration between IntelaTrac and SAP ERP system delivered by the Customer Solutions team. Support includes testing of the integration with the new version of IntelaTrac and deliver patch to allow use of integration. Support of. OTS model including regular tuning of the model to keep abreast with changes to the plant performance or reconfiguring the OTS to test process changes prior to going live in the plant. Slide 15
Customer FIRST for Solutions More Information Program description for Customer FIRST for Solutions Specific Service Profiles for: MES IntelaTrac OTS Avantis Slide 16
Invensys Support Offerings Additional Services Site Monitoring (Remote) Resident Engineer Proactive Monitoring Periodic Health Checks Dedicated On-Site Expert Monitoring, Issue Triage and Resolution Sustaining Maintenance Integration Support Application Support Customer FIRST for Solutions Maintenance of template code and documentation Ongoing changes/enhancements Build and maintain offline test system Support Local Integrations and apply Patches Alignment with IT/Applications environment Remote Help Desk for Sites Answer, Triage and Address Support calls Customer FIRST Set-up support relationship Support and Maintenance of underlying products Access to support website and knowledgebase Slide 17
Slide 18