steria:rightapps management

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A Steria Solutions Overview

Steria: RightApps Management

Assuring Business Control

2 | Steria: RightApps Management è www.steria.com

Today, applications must be increasingly responsive to survive. Steria: RightApps Management brings your application service levels and outputs into line with your business objectives and then continuously keeps them aligned over time. We ensure that we deliver the right application outcomes by understanding your needs and then aligning those needs with the relevant outcomes; we then guarantee that we deliver these outcomes.

The Steria difference

Steria:

Management


While most applications management services are run once and then just maintained, Steria’s service is a process of continual transformation. This, together with the fact that it is an output-outcome based service, makes it the ultimate applications management service model. Unique in the current market, it delivers:

• Improved responsiveness

• Adaptability during uncertainty

• Tactical agility

• Lower costs and predictability

• Managed outcomes and guaranteed outputs

• Quality and continuity of service

• Lower risk and effective security

• Continuous improvement

• Hybrid On-shore/Near-shore/Off-shore models that reduce cost of delivery

• Pay-per-use flexible pricing to avoid waste and reduce capital expenditure

Steria: RightApps Management enables organisations to evolve and adapt to continuous change, without any disruption to service quality. Once new applications have been implemented, they are incorporated into the run time management stage and rapidly benefit from the advantages of industrialisation and best practice service management. We are committed to delivering the defined outcomes in the most cost effective way possible. Our integrated approach helps businesses go beyond the benefits of guaranteed SLAs and outcomes to draw additional value from applications; making certain that applications are business assets rather than liabilities. Steady state management uses Steria’s industrialisation expertise to drive consistency and value. This industrialisation is also leveraged in the transformation stage in order to reduce costs and drive continuous improvements.

In summary, Steria: RightApps Management aligns your applications with your business. The value of alignment has many tangible business benefits:

• IT applications support business objectives

• Applications evolve in line with business demands

• Applications support business execution in line with strategic imperative

• Application spend transforms from cost to investment

• Applications become key business assets

• IT becomes a core business function

Steria: RightApps Management is composed of two main building blocks. Firstly, it is a transformation methodology that allows us to progressively migrate our customers’ legacy applications to technologies delivered on a new service model. Our five step methodology is pragmatic, step-by-step and evolutionary. Secondly, it is a new service delivery model which allows customers to benefit from pay-per-use services combined with the control of guaranteed service outcomes.


Your applications have a vital part to play in how you grow to meet this need. However, the volatile and ever-changing environment may lead to an excess of business software being implemented to address growing issues. A sharp increase in applications creates complexity that, without adequate control, may result in symptoms that have a significant negative impact on your business rather than just solving the problem they were procured to address. These could include consumed resources, disrupted practice and damaged competitiveness and profitability.

Further symptoms caused by a rapid increase in management software include:

• Increased risk of outage

• Business continuity failings

• Slow response to functionality issues

• Unauthorised access to sensitive data

• Failure to meet service level agreements

• Dissatisfied users and customers

• Inability to measure performance

• Slow response to service issues

• Excessive timescales when troubleshooting

• Escalating costs due to:

– too many software licenses

– excessive incident levels and service requests

– the need for specialist support skills

– excessive management overheads.

Ready for transformation

Steria: RightApps Management is a range of services which combines expert advice and support with innovative tools and processes. We work closely with you to ensure that your applications are completely aligned to your business needs, ensuring your business is positioned to transform as required.

We understand that in an ever-evolving business world, many organisations are in a constant state of change. The result is that you need to strike a balance between day-to-day operations and the ability to rapidly transform and respond to new business opportunities and challenges.

Maintaining control in times of change


A unique solution that moves with you

At Steria, it is our business to develop IT solutions that support your organisation, transform your business when required and add value every step of the way.

You need to know that you can rely on your management software to assist your business and deliver value rather than hinder your success. With Steria: RightApps Management, we use a highly-skilled and systematic approach to develop a thorough understanding of the people, processes and technology that may be causing any deep seated issues.

We have over 40 years’ experience supporting a vast number of public and private sector clients with a broad range of IT services. This expertise has allowed us to amalgamate extensive methodology best practice with an in-depth understanding of our clients’ businesses to develop our Steria: RightApps model.

Having established ourselves as a leading IT player, we have the capability and service delivery framework to offer a completely flexible approach that not only moves with you but assures quality results and governance.

Guaranteed delivery

Our expert team works with you and your board to go to the very heart of your business applications. This collaborative process allows us to recommend a range of optimised scenarios that are aligned to your strategic, operational and budgetary requirements. What makes RightApps completely unique is that our pioneering service delivery experience enables us to guarantee we’ll deliver your desired service outcomes, on your terms, with minimal disruption to your business.


Five steps to ultimate business control

The RightApps methodology works in five modules to articulate, assess, model, transform and then manage your complete applications estate.

Keeping track of continual change is demanding and difficult to govern. The landscape of your business software is likely to have been shaped by circumstances, such as mergers and acquisitions, or new market entry, applications being sourced directly from vendors, staff turnover and changes to infrastructure that are poorly documented or controlled.

The emphasis of RightApps is not only on aligning application service levels with your strategic objectives but ensuring that they continue to support you over time. There are numerous, real-world benefits that come from continuous transformation:

• Improved effectiveness

– Reduced incidents, raised service levels

– Improved organisational architecture

– Better retention of customers and staff

– Raised employee productivity

• Improved efficiency

– Achieving more for less

Why RightApps Management?


T&M

Articulate, Assess, Model and Select, Implement, Manage and Optimise.

Steria: RightApps Management

Agree aligned objectives.

Understand and define ‘current state’.

Model options and select best scenario.

Execute selected scenario to initiate transformation.

Day-to-day, best in class, optimised service delivery.

Output-based services with guaranteed continuous improvement.

Finance

Maximise• Aligned with

business outcomes

• Value and cost improvement

x Steria

cRM

ScM

HR

...

eRP

ITIL

Microsoft

cMMi...

Mainframe

Java

BI...

Strategy

Service outputs

Functional areas

Tools

Technology

Best practices

commercial model

Business drivers

Service outcomes

Fixed price


Defining objectives and outcomes

The first step of the RightApps approach is that we work with you to understand your critical success factors and key performance indicators. We then define IT and applications objectives that provide clarity on the outcomes you have ‘articulated’, such as reduced costs and increased customer satisfaction.

Working closely with you to consider the right service outcomes for you:

Responsiveness

Increase:

• Speed of minor change lifecycles from request to implementation

• Number of successful organisation-wide software updates

• Speed of client report production

Reduce:

• Unnecessary and/or uncontrolled software changes

Customer satisfaction

Increase:

• IT customer satisfaction rating above agreed target

Reduce:

• Failure to drive appropriate change based on customer responses

Risk

Increase:

• Service uptime

• Percentage of calls closed at first line by agreed target

Reduce:

• Unauthorised staff application access

• Number of incidents by agreed target level in year one

Cost

Reduce:

• Number of call outs by agreed target

• Backlog of IT issues

• Need for helpdesk support

Increase:

• Return on applications investment

Step 1: Articulate


Weighing the alternatives

The purpose of the second ‘assess’ stage of RightApps is to understand the current Apps and IT landscape identify critical key success factors and main levers that will better suggest potential scenarios based on the relevant business drivers.

The objectives defined in the ‘articulate’ phase are used as a basis to investigate a range of models in terms of:

1. the current state of your software configuration

2. available technology

3. best practice for service management.

This evaluation recognises opportunities and defines potential issues through the use of the specifically designed RightApps methodology.

Step 2: Assess

Portfolioassessment

Business ITalignment

Application valueassessment

Qualityassessment

Processassessment

Sourcing ITalignment

Program portfolioassessment

UsabilityassessmentBI assessment


Sculpting an effective scenario

Once a range of suitable scenarios have been generated they are presented to your internal board for their input and assessment.

Examples of Steria RightApps Management model specifications may include:

• Continuation, improvement or replacement of existing applications.

• Change in infrastructure, such as moving on-site, off-site, to the Cloud, etc.

• Cost and service level options.

• Industrialised tools and processes.

• Alternative delivery model blending.

Collaborative consensus

Based on this information, this third phase of RightApps serves to provide your board with the opportunity to review the various models to assess which is the most efficient, practical and best achieves the desired outcomes in line with your strategic objectives. This joined up approach is used to agree and ‘select’ the definitive scenario.

Working together to select a model in line with strategic objectives:

Adaptability

• Improved responsiveness

• Tactical agility

Value

• Lower cost

• Better outcomes

Quality

• Higher quality of service

Lower risk

• Effective security

• Predictability

Step 3: Model and Select


Effortless transformation

Once you have selected a scenario that is a suitable financial, strategic and operational fit; step four of RightApps is to develop and implement the agreed transformation plan.

Having taken a detailed view of your IT assets and processes during the initial phases, we will get to work on ensuring that you have the right portfolio of applications, correctly trained staff and effective procedures and tools in place.

The implementation phase may include removing unnecessary management software to reduce costs or creating efficiencies by adapting existing applications and processes. Whatever your agreed model, we ensure a smooth transition and modernisation with minimal interruption to your day-to-day operations.

Working together to transform your applications estate:

• Modernisation of legacy applications improves return on investment.

• Software rationalisation and standardisation reduces complexity and increases control.

• Adoption of best practice processes and tools improves service quality.

• Developing an application sourcing strategy will reduce costs.

Step 4: Implement


Reliable and flexible ongoing support

The Steria: RightApps Management methodology supports transformation; enabling your business to continually adapt in a secure and practical manner.

The final phase is one of ongoing review to manage and optimise your application estate. Once new software has been implemented, it is incorporated into the run time management stage and rapidly benefits from our industrialised delivery capability and tailored consultancy services.

With RightApps, we do not hold you to a static regime or fixed methodology. We understand that the only way to align strategy and uncertainty is to deliver outcome based services that are targeted on strategic objectives. We achieve results through continuous transformation programmes where quality is assured by a balanced blend of service catalogue, tiered services and excellence in tactical operations.

We are committed to our clients’ success and so we guarantee to deliver your required service outcomes. Steria: RightApps Management flexes with the ever-evolving needs of your business; balancing continuous transformation with steady state best practice and service quality.

Step 5: Manage and Optimise


This range of attributes creates a unique offering that enables customers to combine adaptability and evolution with steady-state guaranteed outcomes and service levels. This enables:

• Improved business alignment.

– Transformation in line with strategies, opportunities and business drivers.

– Execution in line with strategy and operational demands.

Most businesses are in a state of permanent transformation as they continuously evolve in response to commercial, political and environmental changes. Applications must support transformation, delivering a steady- state, run time service whilst adapting to a constantly evolving portfolio of applications. Steria: RightApps Management is driven by business needs and provides a stable and adaptable platform, which supports business needs both tactically to enable short term

agility and strategically to maintain execution in line with strategic direction. This ensures:

• effective responses to market opportunities.

– Standard processes to support adaptability.

– Stability – not rigidity.

Complex application estates can easily become inert and difficult to change. Steria: RightApps Management implements standard ITIL based management processes and respect CMMI development processes. These processes provide a stable framework within which change and evolution can be managed in a controlled and rapid way, helping responsiveness and time to market and thus:

• Reduces the risk of change.

– Ensures predictable outcomes to enhance the rate of success and reduce risk.

– Implements best practice service management controls that reduce the incidence of change-induced problems.

• Improves service levels.

– Bases service levels on business need.

– Guarantees service outputs.

Steria: RightApps Management starts with the business requirement. Using our proprietary PAM 2.0 assessment service, service level needs can be determined, based upon business demands. In run time operations, these guaranteed SLAs are monitored and measured using Steria’s STARS monitoring service.

Furthermore, our experience shows that Steria: RightApps Management can help reduce support costs by up to 35%.

The Steria effect Steria: RightApps Management combines a range of Steria expertise, skills, techniques, methods, processes and experience.


While our competitors provide assessment services that are run once, then simply maintained, our service is noticeably different. It is a process of continual transformation, which is a distinctive service that makes a real difference to your business; aligning applications with business imperatives.

We have over 40 years’ experience supporting public and private sector clients and are currently managing 200 complex transitions and contracts supported by over 4,000 professionals.

Our Global Delivery Model has enabled us to deliver off-shore services to Europe from India since 1989. This industrialised capability, which has been delivered via an established integrated model for the past 14 years, provides you with reduced costs and assured expertise.

Quality is at the heart of everything we do at Steria. Not only are we ISO 27001 certified but we have reached CMMI level 3 in Europe and CMMI level 5 in India. We pride ourselves on our innovation which has seen us co-author the industry leading Information Technology Infrastructure Library (ITIL®) and Prince packages.

Steria is a Cloud-ready organisation. This combined with our open and pragmatic approach to your service delivery needs allows you to rest assured that you have complete IT flexibility and can face future transformation requirements head-on.

Why Steria? Steria is the only organisation to currently guarantee service delivery outcomes and base their commercial modelling against those same guarantees; providing you with stability, predictability, reduced costs and complete peace-of-mind.


Be in control of your next business challenge

Talk to our team today about assessing, transforming and managing your applications estate. Call +33 1 34 88 60 00, email [email protected], or visit www.steria.com/rightapps

43-45 Quai du President Roosevelt

F-92782 Issy-Les-Mouilineaux cedex, France

Tel: +33 1 34 88 60 00 © Steria GISL_SRA01/July 2012

For further information about our services visit www.steria.com

About Steria: www.steria.com

Steria delivers IT enabled business services which help organisations in the public and private sectors operate more efficiently and profitably. By combining an in-depth understanding of our clients’ businesses with expertise in IT and business process outsourcing, we take on our clients’ challenges and develop innovative solutions to address them. Through our highly collaborative consulting style, we work with our clients to transform their business, enabling them to focus on what they do best. Our 20,000 people, working across 16 countries, support the systems, services and processes that make today’s world turn, touching the lives of millions around the globe each day.

Founded in 1969, Steria has offices in Europe, India, North Africa and SE Asia and a 2011 revenue of €1.75 billion. 21 percent of Steria’s capital is owned by its employees. Headquartered in Paris, Steria is listed on the Euronext Paris market.

Steria is committed to supporting a sustainable world and is certified carbon Neutral for Flight and Fleet Travel