Remote JDE Application Support Why go to India

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Remote JDE Application Support Why go to India?
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Agenda

• FAQ JDE Application Support
• Application Support Best Practice
• Remote Support
• Proudly SA

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FAQ JDE Application Support
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Application Support Best Practice

• ITIL (the IT Infrastructure Library)
• Developed in late 80s
• De facto standard
• Best practice framework
• Underpin but do not dictate business processes
• Focus on high quality services
• Particular focus on Customer relationships
• Benefits of Quality Management
• Improved quality service provision
• Cost justifiable service quality
• Services that meet business, Customer and User
  demands
• Integrated centralised processes
• Defined roles and responsibilities
• Learning from previous experience
• Demonstrable performance indicators

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Application Support Best Practice

• ITIL consists of 5 principle elements
• The Business Perspective
• Deliver IT Services
• Service Level Management
• Customer Relationship Management
• Support IT Services
• Service Desk
• Incident Management
• Problem Management
• Change Control
• Manage the Infrastructure
• Application Management

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ITIL Service Level Management
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ITIL Service Level Management

• Designed to meet Service Level Requirements
• Improved relationships with satisfied Customers
• Clear roles and responsibilities
• Targets against which service quality can be
  measured, monitored and reported
• Focused areas that business identified as key
• Clear and consistent expectation of level of
  service
• Priority One Incident
• Response and fix times
• Service monitoring
• Identify weak areas
• Remedial action
• Improving future service quality
• Identify areas of improvement
• Identify Customer/User training requirements

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Application Support Best Practice

• Customer Relationship Management

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Application Support Best Practice

• Customer Relationship Management

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Application Support Best Practice

• Service Desk

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Application Support Best Practice

• Incident Management

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Application Support Best Practice

• Problem Management

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Application Support Best Practice

• Change Control

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Application Support Best Practice

• ITIL Objectives
• Reduce cost of ownership
• Improved business performance
• Proven methodologies and best practices
• Align AMS with companies business needs
• Jointly develop objectives and strategies with
  client
• AMS management processes and tools
• Tracking and reporting metrics to qualify the
  ongoing contribution
• Provide flexibility and quality of delivery
• Stabilise application performance
• Improve service levels
• Support sustained growth
• Meet evolving user needs
• Optimisation and continuous improvement

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Remote Support

• True Remote Support with Robust Connectivity
• Real Ownership and Responsibility within
  Supported Environment
• Effort Model (FTE calculation)
• 1st line, 2nd line and 3rd line consultants
• Senior Experts at the cost of Entry Level Support
• Service Level Agreement
• Metrics
• Transparent Reporting
• ITIL Best Practice
• Ultimatum

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Proudly SA

• Culture
• Mrs Balls does not refer to a lady
• Blou Bloed is not royalty
• My China is not a reference to a country
• Eesh is
• Klippies and coke with ice
• A major disaster
• Serious!!

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Proudly SA

• Competitive Pricing
• Effective On-site/Off-site model
• Broad Skills not modular
• Weekly operational/Monthly strategic meetings
• Trends
• Training requirements
• Areas of improvement/optimisation
• Inclusivity

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Proudly SA

• Local Knowledge
• System Integration
• Understand Business Culture
• On-site training
• Success Expectation Perception
• Customer Surveys
• Regular User Groups
• Change Control Meetings
• Training Material

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Q A