managed services capabilities
TRANSCRIPT
Managed Services Brandix i3 Managed Services Capabilities
Brandix i3 Corporate Snapshot
Part of $700M Brandix Fashion
Conglomerate
Offices in Sri Lanka, US,
Hong Kong and Australia
200+ Qualified, Multi-Functional
Professionals
Projects Delivered Internationally – US,
Mexico, Russia, Australia, Singapore, Malaysia,
Bangladesh, India and Sri Lanka
Infor Global Alliance Partner and 2015 APAC Alliance Partner
of the Year
Overview of Managed Services Offerings
Legacy System
Optimization & Sunset
Enhancement of UI of
existing systems
Transformation of
spreadsheet systems to web
based applications
Integration of legacy apps
Application Transitions
ITIL Based Application
Transitions
Quality Gate Driven
Transition Sign Offs
Data Center Services
Transition
Hybrid Solutions
Java & .NET Applications
Onsite/Offshore Models
Off-the-Shelf and Custom
Application Support and
Maintenance
Level 1 Service, Help Desk: Call Center, Ticket Triage, First Contact
Resolutions, Ticket Routing and
Tracking
Level 2 Service Desk,
Application, Server and
Network Operations: Monitoring, Alerting, Escalation
Level 2 Administration,
Application Support &
Maintenance: Application & Database
Administration, Configurations, Minor
Enhancements, Patching & Upgrading
Level 3:
Infor SMEs, BI SMEs,
Oracle & SQL DB SMEs,
SharePoint SMEs and more
Support Experience across
ERP and Cross Industry,
Custom Applications
Enterprise Resource
Planning (ERP) Systems for
Manufacturers
CxO Operations Reporting
Dashboard
Multi-site Environmental
Performance Reporting
iOS Dashboard Application
Banking and EDI
Integrations with core
Enterprise Applications
Cloud Development
Environment
ICU Decision Support Tool
Mortality Review System
for Hospitals
Production Application Support
Infor Certified Specialists Professional Response &
Service Level Agreements Solution Enhancements
and Integration services
with proven expertise
Currently Supporting 1800+
users across 27 sites in
5 countries
Dedicated Helpdesk Seamless Delivery of
Development Services
Improving Performance Issue Resolution Support Infrastructure
Structured Process Ticketing &
Escalation Systems
Robust Review Process for
Enhanced Service
Critical
High
Medium
Low
Transition Planning
Flexible Models 24/7, 24/5
Microsoft/Java and QA
Certified Professionals
Super User Self Help
Brandix Managed Services (BMS) Help Desk
Product/Application Support
Product/Application Maintenance
Infr
ast
ructu
re S
up
po
rt
Super Users • Provide primary on-site assistance to end-users, skilled in
transactional activity and current functionality
Help Desk Reps • Solve problems based on scripted troubleshooting
• Route problems to level 2,3 support groups
• Operates 24 X 7 X 365 (‘Follow-the-sun’ Model) for required
service areas
Functional Process Engineers, Application Administrators and
Engineers, Solution Support Specialists • Incident Management
• Analyze and resolve Application functionality incidents
• Bug fixes and Data Fixes
• Configuration issue and patch management
• Service Requests
• Preventive Maintenance - Root Cause Analysis
• Application Monitoring
Application Configurators, Developers and Testers • Problem management
• Perform minor application enhancements and extensions
• Interface modifications
• Manage vendor software product installation and patches
• Release management support
Function
/ Tower
1
Function
/ Tower 2
Minor Changes /
Enhancements
Third Party
Vendor Management
Level 0
Level 1
Level 2
Level 3
End-User
Owned by Customer /
Third Party
Owned by
Brandix
Tech 1 Tech 2 Tech 3 Tech 4
Function
/ Tower
n
Function
/ Tower 3
Product/Application Operations
Monitoring Team Administration Team
Brandix i3 Delivery Model
Support Transition Methodology
Pre Transition &
Due Diligence
• Assess
Applications,
resources and
Processes,
infrastructure &
environments,
and
documentation
Scoping &
Planning
• Identify and Create
Checklists for
application specific
knowledge, assets,
tasks and planning
Knowledge
Absorption
• Transition knowledge
assets, actions
performed as per
checklists
Knowledge
Validation
• Bi3 Team takes
primary
responsibility for
“Actions
Performed”
under the
shadow and
supervision of
Client
Steady
State
• Bi3 takes “Full
Ownership” for
actions
performed
Managed
Services
• Bi3 takes full
ownership of the
services based
on SLAs agreed
upon
Quality gates - Ensure the
Completeness of each step
Transition methodology based on industry best practices
SLA’s (Sample)
Priority Definition Response levels
Critical Production down; no work around Initial response – 30 Minutes
Issue Resolution/work around – 4 Hours
High Production down; but there is a workaround
to continue the business operations
Initial response – 2 working hours
Issue Resolution/work around – 8 Hours
Medium Production up & running; defect, problem
and/or disturbance in the system causing
disruption to a single/set of operations or
users
Initial response – 2 working days
Issue Resolution – 5 working days
Low System annoyances/ clarifications Initial response – 3 working days
Issue Resolution – 10 working days
PMP certified Project Managers
Java certified Software Developers
Microsoft certified Developers and Testers
ISTQB certified Testers
Business Analysts with multi-industry
experience
Specialized certifications including
ScrumMasters
Rapidly growing group of Agile Practitioners
Strengths in adopting development
methodologies as per right-fit
Our Team
Technology Coverage Microsoft
Technologies Java, Cloud and Other Open Source Technologies Quality
Assurance
Front-end
Technologies
Mobile
Visual Studio
Microsoft Visual
Studio Team
Foundation Server
Microsoft .NET
Framework
(WPF/WCF)
Microsoft ASP.NET
Windows SDK
Microsoft SharePoint
Server
Microsoft Silverlight
Microsoft Azure
Microsoft Exchange
Server
Microsoft BizTalk
(EDI/Bank
Integration)
JDK 1.7/1.8
Spring Framework
JPA/Hibernate
UI Frameworks (Struts, Thymeleaf, Various Tag libraries)
MySQL/In memory databases
Rule Engines (Drools)
Document oriented databases (MongoDB)
Healthcare Integrations (Mirth/Wso2ESB)
Tooling (Maven, Liquibase etc…)
Continuous Integration and testing
(Jenkins/Liquibase/Docker/Sonar/AWS Beanstalk)
AWS, GitHub, CloudBees, Google Enterprise
IoT – Raspberry Pi, Arduino, Python, C++
Enterprise Integrations
WSO2 ESB
ActiveMQ
Spring Integrations
Pitney Bowes – Spectrum Platform 10
Jira (Jira, Jira Service
Desk, Jira Agile, Jira
Confluence, etc.)
Visual Studio Test
Manager 2012
Visual Studio Coded
UI (2012)
Selenium v2.44 (In
house test automation
framework based on
Selenium)
Telerik Test Framework
Test Complete v9.0
Jmeter v2.13
OWASAP Zap 2.4.0
Burp Suite v1.6.01
Acunetix v9.0
HTML 5
CSS3
JQuery
Angular JS
BootStrap
iOS
Windows
Phone
Android
PhoneGap
Team Profile
Combined 40+ years of
Production support
Experience
Combined 20+ years of
complex off-shore
support Experience
Managed culturally aware,
service driven teams with
focus on continuous
service improvement (CSI)
Kavan
Weerasinghe
VP Sales
20+ years of industry experience, 10+ years in
Managed Services
Worked at Computer Sciences Corporation (CSC)
and Virtusa USA before joining Brandix i3
Experience running 24 x 7 onsite/offshore teams,
and ITIL Certified
Experienced Transition Manager including Help
Desk and Application Transitions
Extensive experience on Lean and CSI initiatives
Sanjaya
Nandasena
Head of
Managed
Services
14 Years of ERP implementation/Project
Management and Development Experience
8+ years of providing SAP support experience in
the fashion industry
Gaurika
Wijerathne
Manager
Software
Development
14+ years of experience in Software
development on Microsoft technologies.
5+ Years of experience in project/team
management.
Experience in Technology Strategy and Service
Delivery
Our International Experience
United States Mexico
Australia Singapore
Russia India
Sri Lanka Malaysia Bangladesh
Germany
Sri Lanka Hemantha Rodrigo
AVP Sales
US Claude Desjardins
Senior Executive - Business Development
www.brandixi3.com
Hong Kong Wai Leung Yeung
AVP Sales, Infor Services
M: +1 604-852-1154
M: +94 77-346-9958
M: +852-3972-2105
Sri Lanka Kavan Weerasinghe
VP Sales
M: +94-76-865-3501