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On Demand (AMS) Services. Vijay T/October 2011. OD (AMS) Services Overview. OD (AMS) Services Overview. Business Drivers. Knowledge Restricted technical and training resources Limited knowledge of new products Technology obsolescence and application complexity

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On demand ams services
On Demand (AMS) Services

Vijay T/October 2011

OD (AMS) Services Overview


Business drivers

OD (AMS) Services Overview

Business Drivers

  • Knowledge

    • Restricted technical and training resources

    • Limited knowledge of new products

    • Technology obsolescence and application complexity

    • Challenging role of IT to drive process and technical changes

  • Resources

    • Loss of key resources with subject matter expertise

    • Staff reductions and flight risk

    • Limited resource availability for business goals/objectives

    • Indentifying risks, compliance and process conformity

    • Issues with system performance

  • Service

    • Need issues resolved quickly

    • Pressure to provide global time zone support coverage and local language support

    • Deliver consistent Service Level Agreements while supporting growth

Challenges


Evolution of skills requirements

OD (AMS) Services Overview

Evolution of Skills Requirements

Complexity

Higher levels of complexity

Requiring a more diverse skill set / expertise

Skill Requirements

Training Expenses

Headcount reductionLack of Time

Resources

Time

Delivering IS productivity gains while maintaining service levels is increasingly difficult.


Qad on demand services

OD (AMS) Services Overview

QAD On Demand Services

  • Flexible model offers standard & optional services

  • Global resource pool

  • Full Visibility & accountability to SLA adherence

Service Management

Functional Management

Customization Management

EDI Management

Systems Management

Infrastructure Management


Deployment options

OD (AMS) Services Overview

Deployment Options

O

Optional Service

Default Service

* Server can be on customer site or other non-QAD hosted site


Service management

OD (AMS) Services Overview

Service Management

  • Standardwith On Demand

  • What It Covers

    • Dedicated Client Manager

    • Structured Governance Model

    • Strategy Planning

    • Resource Alignment

    • Service Level Control Reporting & Review Meetings

    • Budget Reviews


Functional management

OD (AMS) Services Overview

Functional Management

  • Optional with On Demand

    • Priced by level of effort requested

    • Highly customizable

  • What It Covers:

    • Super User Capabilities

    • Functional Application Support

    • Application Training

    • Change Management Ownership

    • Master Data Management

    • Business Process Outsourcing


Customization management

OD (AMS) Services Overview

Customization Management

  • Optional with On Demand

    • Priced based on initial creation time

  • What It Covers:

    • Customization Management

    • Creation of New Customizations

    • Support for Existing Customizations

    • Documentation Creation

    • Change Control & Management

    • Integration Creation


Edi management

OD (AMS) Services Overview

EDI Management

  • Optional with On Demand

    • Priced by # of changes per year

  • What It Covers:

    • EDI Ecommerce Transformation Map Management

    • New Trading Partner Implementation

    • Proactive Follow Up with Trading Partners

    • Transformation Map Changes

    • Production Site Rollout

    • Trading Partner Change Control


Systems management

OD (AMS) Services Overview

Systems Management

  • Standard with On Demand

  • What It Covers:

    • Progress / MS SQL Database Administration

    • Systems and Application Monitoring

    • Performance Tuning

    • Installations and Upgrades of QAD EA

    • Security Control

    • Qualified Environment Control


Infrastructure management

OD (AMS) Services Overview

Infrastructure Management

  • Standard with On Demand

  • What It Covers:

    • Physical Server Management

    • Network Management

    • Storage Management

    • Operating System Support and Scripting


Service level agreement

OD (AMS) Services Overview

Service Level Agreement


Resolution time by severity

OD (AMS) Services Overview

Resolution Time by Severity



Knowledgebase

Expandable Sections

Drill Down Navigation

Incidents

News


Global coverage

OD (AMS) Services Overview

Global Coverage

United Kingdom

Brierley Hill

The Netherlands

SchipholRijk

United States

Illinois

Belgium

Antwerp

United States

Utah

Poland

Wroclaw

Japan

Tokyo

United States

New Jersey

United States

California

Spain

Barcelona

Italy

Milan

China

Shanghai

United States

Georgia

India

Mumbai

Mexico

Mexico City

India

Chennai

Thailand

Bangkok

Brazil

Sao Paulo

South Africa

Durban

Australia

Sydney

QAD Support and Data Centers = Local Presence, Global Reach


Ams delivery tools

OD (AMS) Services Overview

AMS Delivery Tools


Site to site vpn

OD (AMS) Services Overview

Site to Site VPN

Customer


Third party product support

OD (AMS) Services Overview

Third Party Product Support

  • Current partners

    • Radley

  • Level 1 only

    • Basic triage

    • Call routing

  • QAD required to have 3rd party support agreement in place with 3 party


Commitment

OD (AMS) Services Overview

Commitment

Application Management Services


Load balance staff

OD (AMS) Services Overview

Load Balance Staff

Use QAD For:

Specialized Services

Global implementations

Temporary and Permanent Staff Augmentation

QAD Resources

Internal

Resources

Fixed Cost

Fixed Capacity

Specialized Skill Sets

Flexible Cost

Flexible Capacity

Experienced Staff


Benefits

OD (AMS) Services Overview

Benefits

  • Knowledge

  • Dedicated resources by specialty

  • Predefined transition processes and procedures

  • Expertise

  • Resources

  • Core part of QAD

  • No single point of failure

  • Reduce risk

  • Unlock revenue

  • Drive future growth

  • Service

  • Consistent quality service delivery

  • Defined Service Level Agreement

  • Flexible and scalable resource model

  • Meet new challenges

QAD Application Management Services


Any questions

OD (AMS) Services Overview

Any Questions?

  • Contact your Regional Account Representative

  • Contact Vijay T – QAD OD Program Manager

    • [email protected]


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