© This document contains confidential and proprietary information of GSS America. It is furnished for evaluation purposes only. Except with the express prior written permission of GSS America, this document and the information contained

herein may not be published, disclosed, or used for any other purpose. | www.gssamerica.com

Application Management Service Offerings

Agenda

Service Offerings

Technology Landscape

Value Added Services

Transition Framework

Service Delivery

Methodologies, Estimations, Team Structure and Governance

Configuration, Change & Release Management Process

Engagement Models and Pricing Models

2

GSS Service Offerings in Application Management

Technologies SupportedIBM Mainframe, JAVA, Microsoft Technologies

Service Enablers

Estimation

Requirements Management.

Build/Release Management

Project Management

Governance Framework

Configuration Management

Quality Management

Metrics/ SLA Management

Training

Knowledge Management

Application Development

Transition Service DeliveryOutsourcing

AnalysisValue add Services

Custom Application

Development

Application Transformation

Application Migration

Database Migration

Reverse Engineering

Service Enablement

Application Maintenance &

Support

Regression Testing

Performance Testing

Functional Testing

Test AutomationTesting Services

Portals MS CRMMobile

Applications

Technology Spread - Areas of Competence & capabilities

Core Development Competence – Our Mainstream Technology Focus

Microsoft Technology Competence.NET Framework 3.5/ 4.0, WPF, WCF, WWF, Windows Mobile SDK , ATLAS(Ajax) , Silver light 2.0

J2EE CompetenceJDK 1.6, Java EE 6. JSP2.0, Servlets3.x,POJO , ejb3.0, Hibernate 3.0,JSTL,Spring3.0, Struts2.0, DOJO, Flex 3,Adobe AIR , Blaze DS, J2ME,JSF2.0, JSR 168

Mainframe Competence

IBM Mainframe, CICS/DB2, AS400

3rd Party Tools & Technologies

Infragistics GUI, Skelta WF, Amberpoint, Pega Rules, Axis 2.0

Application oriented Technologies – Our extended Technology focus

SaaS & Cloud APIsAmazon EC2, Memcache, Hadoop Mapreduce, Google Apps & GWT, Ms-Azure, Akamai, force.com

Mobile Platforms / APISWin Mobile 6.5, Andriod, RIM API

Portal TechnologyMOSS 2007, DotnetNuke, Liferay5.x IBM ,WebSphere Portal Server V 6.x, Jboss Portal 2.x

Middleware TechnologiesIBM MQ Series, Ms Biztalk 09, Mule ESB, Tibco Business Works, Tibco I Process, IBM Web Sphere Process Server v 6.x, IBM Web Sphere Message Broker V 6.x , MSMQ

BI AnalyticsCognos, Weka, Business Objects, Jasper, Pentaho

Server Stack CompetenciesWebserversIBM WAS 7.x , IIS 7, Oracle WebLogic AS , Tomcat 6.x, Apache, Jboss 4.x

DatabasesOracle, SQL Server, My-SQL, DB2

OSLinux, Windows Server 2008, Mainframe Te

chn

olo

gy

Go

vern

ance

Fra

mew

ork

Eng

inee

ring

& L

ife-c

ycle

Too

lsA

rch.

Sta

ndar

ds &

Des

ign

guid

elin

esF

ram

ewor

ks &

Sol

utio

n A

ccel

erat

ors

LegendIndicates‘As-is’ Capability

IndicatesProposed Capability

4

Application Development Services

Custom Application Development Portals Mobile Applications

• Legacy Applications

• Web Applications• Client Server• Desktop• Web Services• Reporting• Integration

• Custom Developed• Collaboration• Content

Management

• Windows Mobile• IPhone• Bluetooth • GPRS • GSM• 3G• SMS • MMS

Application Maintenance Services

Maintenance

• Bug Fixes

• Minor and Major Enhancement

• Performance Monitoring and

Tuning

• Database Support & Maintenance

• Configuration & Release

Management

• Applications Deployment

• Backup and Restore

• User & Technical Documentation

Production Support

• L0 - Help Desk

• L1 – Application Support

Application Transformation Services

Application Migration Database Migration Reengineering

• Power Builder

to .NET or J2EE

• ASP to ASP.NET

• Visual Basic to .NET

• FoxPro to .NET

• COBOL to .NET or

J2EE

• Access to SQL Server

• SQL Server to Oracle

• DB2 to SQL Server or

Oracle

• File Based System to

DB2

• File Based System to

SQL Server

• Reverse Engineering• Service Enablement

Value Added Services

Some of the Key Value Added Services include

1. Application Documentation

2. Application Productivity Improvements

3. Application Performance Tuning

88

Transition

Transition Framework

KT & Shadow Support

Due Diligence

Steady State &

Optimizing

Due Diligence and Initiation Transition Planning

Ramp-up GSS America

Onsite/Offshore Resources

Establish Customized KT

ProcessKT Kick off

Infrastructure Set up

Knowledge Transfer

Acquire Knowledge • Business • Process • Technical

KT Techniques • Self Study• Classroom and Discussion• Joint Workshops

Review & Refine Processes

Shadow Support

Stage 1• Discuss Tickets,• Understand Applications,• KT to offshore

Stage 2• Fix Low Criticality Problems,• Interact with Client users, Involve offshore in

tickets/problems

Stage 3• Fix all defect types, Discuss

solutions with incumbent team

Stabilization

Customer Support Team GSS America Team Offshore Onsite

Current ServicesBy Customer /

Incumbent Support Team

Deliver Support Services from

OffshoreCut Over Activities Continuous

Improvement

10

Assessment Parameters

Due Diligence Assessment Parameters

Application

Characteristics Service

CharacteristicsOrganization

Characteristics

• Application Size• Complexity• Criticality• Volatility• Technology / Resource / Skill • Documentation• Test suites• Interfaces• Standards and Guidelines• Network and Special H/W,

S/W requirements• Development backlog

• Help Desk• Problem Management• Release Management• Change Management• Support Locations• Service Level Metrics • Development process• QA process• KM practices• Service Windows• Current Service Levels and

Service History• Information Security /

Business Continuity / Disaster Recovery

• Organization Structure• Current Staffing• Business Nature• Security and Controls• Interface with other groups• Governance Needs• Reporting / Communication

guidelines• Escalation Process

Due Diligence Deliverables

Due Diligence Report : This covers Scope definition, Assessment of current application state, Current service metrics and key performance indicators, Current problem areas and Offshorability Analysis Report

Transition Plan: This covers Transition Approach, Transition Plan/Timelines, Risk assessment and critical success factors

11

Knowledge Transfer Process

• Explicit knowledge• Documentation study• Hands-on

• Tacit Knowledge• Workshops• Requires greater people-to-people interaction

• Knowledge Repository• Shared between Onsite & Offshore teams

• Understanding documents • Reviewed by Customer

• Offshore knowledge transfer• Train-the-trainer• Recorded sessions

TechJob

Classroom session

Tacit

Explicit

Technical Functional

Remote Cross

Training

Tech Familiarization

Interviews

Problem Log Analysis Doc.

Collection & Review

Business Rules

Business Process

Functional Workshops

Classroom Training

Mentoring

Knowledge Acquisition

Details of Application Technology

Hands on / Training

Study / Update documentation

Code walkthroughs

Study of current support

methodologyStudy & practice support activities

Understand Quality Procedures

Understanding Testing Practice

Obtain software inventory

Understanding of functionality

12

Service Delivery

Application Development Framework

Inception Ideation Technical feasibility Plan

Elaboration Develop Requirements Design

Construction Plan project Build Test Beta Test

Transition Go / No Go Decision Deploy Project Closure

Sustenance Operations Management

Agile Framework

TYPE DEVELOPMENT TESTINGMAINTENAN

CE

TECHNIQUE/APPROACH Waterfall Iterative Spiral RUP Testing Enhancement

Function Point / Use Case point

Ö Ö Ö Ö X Ö

WBS ( Work Break down Structure)

Ö Ö Ö Ö X Ö

AnalogyÖ Ö Ö Ö X X

Activity BasedÖ Ö Ö Ö Ö Ö

Expert Judgment/DELPHIÖ Ö Ö Ö Ö Ö

Legend: Ö - Applicable X - Not-Applicable

Estimation Models

Project Sponsor

Project Manager

Account Manager

Delivery Manager

Project Manager *

Team Members

Team Members

Team Members

Escalation

Contract Requirements

Requirements/Signoff

Deliverables/Status ReportsEs

cala

tion

Customer Resources GSS ResourcesGSS Investment

Project Team

* Shared Resource

Typical Team Structure

Esc

alat

ion

Customer Executives GSS Executives

Customer Program Manager

GSS Delivery HeadGSS Program Manager

Customer Project Manager

Project ManagerProject Lead

Project Management

Program Management

Meeting : Once a Quarter

Programme DirectionReview adherence to SLA’s

Review performance on key metricsSet targets for ODC growth

Meeting : Once a Month

SLA AdherenceOnsite Offshore Ratio / Offshore Leverage

Budgeted Vs Actual cost of project deliveryUtilization of budgeted resources

On time DeliveryRetention of the resources

Attrition in the projectNetwork Availability

Customer Delight Index

Meeting : Once a Week

Project Status & Tracking, SLA and MetricTracking Operation Issues, Delivery

Coordination Issue Consolidation andTracking Risk Management,

Change Management

Steering Committee

Governance Model

18

NO

Approval

Prepare integrated plan for build, test and release

(including back out plans in case of failure to implement in

production

Agree on prioritization of request for Change

Prepare schedule for building and implementation

Change Review

Building, testing and implementation

Is successfully implemented

Update the knowledge database and user. Close the

request

Implementation back out plan

Yes

Rollback Planning

Release Policy

Release Planning

Communication Preparation

Release Build and Configure

Distribution, Installation and

Training

Release Acceptance

Control

Planning

Identification

Audit

Status Accounting

Configuration Management Change Management Release Management

GSS America

Customer

GSS + Customer

Configuration, Change & Release Management

Managed Services

Staff Augmentation

Operational

Tactical

Strategic

Project outsourcing

Engagement Models

Flexible Pricing Models

• Requirements Drive the Pricing Model Decision

•Specified by the client to meet business and cultural requirements

•Long-Range planning is the best risk-mitigation practice

•Establish a set of pricing principles

Fixed Price

Features• Price is a fixed amount• Present periodic increments• May include performance based penalties and incentives

Best Use• Need to control cost and obtain

predicable pricing• Well-defined scope of work• Stable requirements• Measurable success criteria

Risk• client: Low/Medium• Service provider: High(but higher for all if baseline of services changes a lot!)

Time & Material (T&M)

Features:Price based on the supplied resources, charge of materials and other costs incurred such as travel costs.

Best Use• Good estimate on number of

resources• Easy/Quick resource availability• Client want visibility into

resources

Risk• client: Medium/High• Service provider:

Low

Output Based

FeaturesPricing for services units or transactions, which is based on output or consumption, such as the number of users, workload volume, device counts, transactions or incidents

Best Use• Accurate baselines with well

defined, stable requirements• Fluctuations in output or

consumption• Well-defined service levels

Risk• Client: Low• Service provider: Medium

Case Studies

Customer Name Service Offering Service Line Domain Technology

Merchants Automotive Group

Application Development Portals Transportation and Logistics

Liferay, Jasper BI and SQL Server

Dubai Municipality Application Development Portals Government IBM WebSphere and Liferay, SQL Server, Oracle

Ministry of Education Application Development Portals Government MOSS and SQL Server

Here’s Everything Best Application Development Custom Application Development

Retail Liferay, Jasper BI and SQL Server

Hear USA Application Development Portal Health Care MOSS and SQL Server

Frontier Airlines Application Development Custom Application Development

Logistics MS .NET and SQL Server

Georgia Aquarium Application Development Portal Retail MOSS and SQL Server

American Institute of Architects

Application Development Custom Application Development

E-Commerce MS .NET and SQL Server

Saudi Food and Drug Authority

Application Development Custom Application Development

Health Care MS .NET and SQL Server

Q & A

© This document contains confidential and proprietary information of GSS America. It is furnished for evaluation purposes only. Except with the express prior written permission of GSS America, this document and the information contained herein may not be published, disclosed, or used for any other purpose. | www.gssamerica.com