Overview presentation for Analyst Meet Global Outsourcing Services Doing it right… repeatedly! March 2007 Global Outsourcing Services (GOS) business platform Application Portfolio Management Application Portfolio Consulting Business Process Outsourcing and Optimization © Zensar Technologies Global Outsourcing Services Sanjay Marathe 1 1
Recap of Services Portfolio Application Portfolio Consulting Infrastructure Management Third Party Testing Custom Development Product Engineering GOS Appln. & Product Support Application Modernization Appln. & Product Maintenance © Zensar Technologies Global Outsourcing Services Sanjay Marathe 2
The year that was! Current annuity accounts deliver higher growth & better value • Cisco ODC grew by over 25%. Made entry with new services like third party testing • M&S ODC grew by over 30%. Developing custom build solution for its franchises. IT-BPO integrated service offering takes up significant shape in M&S • Fujitsu ODC grew by over 40%. Support for business critical systems shifted to India • ODC engagement footprint increased to new divisions within Investec Bank • National Grid ODC starts delivering services at higher value chain, e. g. Program Assurance © Zensar Technologies Global Outsourcing Services Sanjay Marathe 3
The year that was… continued. • Innovation in Delivery – Practice based organization implemented • • • App Dev SME Testing RIM AM • New Business Unit Established – Consulting Services • • • Retail Industry Group set up address specific retail customers Business to IT alignment First Time Outsourcing Application Portfolio Management Consulting ECCM e. Learning Usability Engineering © Zensar Technologies Global Outsourcing Services Sanjay Marathe 4
The year that was… continued. • New client acquisition – Number of new clients across continents acquired during fiscal 20062007 • • • Acquisition of Retail Group (UK) additional Retail Landmark Group domain Mother Care (UK) customers is a significant boost Mylan (US) to our vertical Advantica (UK) strategy Assurant (US) Allied Mills (Australia) Her Majesty’s Prison Service Existing Hot. House (Australia) annuity Royal Melbourne Institute of Technology (Australia) accounts growing Strategic Data Management (Australia) significantly Volkswagen (UK) over the year …. . And many more © Zensar Technologies Global Outsourcing Services Sanjay Marathe 5
Services highlights • Testing services capability maturing to result in number of new assignments • The Remote Infrastructure Services growing to include a number of new clients including additional orders from existing customers • Special service packaging for First Time Outsourcing customers – A unique consultative service offering • Usability Engineering as a value added service offering established • Execution of an integrated IT-BPO service offering to a number of large clients © Zensar Technologies Global Outsourcing Services Sanjay Marathe 6
Target Customers • Change management • Productivity Improvement • Cultural gaps • $ savings / ROI Fi rs t. T im e Ou ts ou rc er • Need for Tier-2 supplier ed ed nc nc riie re pe pe r r c Ex rce Ex ed sou att a tt uc Ou Ed Ed • Expectation management • Proactive play Dissatisfied Outsourcer • Guarantee of success • Customer referencability • Expectation management © Zensar Technologies Global Outsourcing Services Sanjay Marathe 7
Offshore Advisory Services- FTO Why do I need to offshore? Need Articulatio n Expectati ons Workshop Success Criteria Definition Crosscultural Awarenes s What can I offshore? Communic ation Process 1 Offshorabi lity Readiness Study Portfolio Assessme nt Offshorabi lity Analysis Pilot Identificati on Roadmap Creation Change Manageme nt 1 How do I offshore? Communic ation Process 2 Work pack Creation (O) Build vs Buy (O) Vendor Selection (O) Team Compositi on Change Managem ent 2 How do I manage offshore? Governan ce Framewor k © Zensar Technologies Change Managem ent 3 Communic ation Process 3 Global Outsourcing Services Sanjay Marathe 8
GOS gunning to provide more bang for the buck to the customers © Zensar Technologies Global Outsourcing Services Sanjay Marathe 9
Thank You © Zensar Technologies Global Outsourcing Services Sanjay Marathe 10
Backup Slides © Zensar Technologies Global Outsourcing Services Sanjay Marathe 11
Application Portfolio Consulting Interactive Content Development Offshore Advisory Services User Centric Design Business (Process) Architecture BUSINESS -IT ALIGNMENT USABILITY ENGINEERING & e. LEARNING Information Architecture LMS Solutions CONSULTING SERVICES Information Architecture Framework Services ENTERPRISE COLLABORATION & CONTENT MANAGEMENT Software Process IT PROCESS Improvement CONSULTING IT Assurance & Governance © Zensar Technologies Software Six Sigma Portals Global Outsourcing Services Business Process Automation (BPM) Enterprise Content Management Sanjay Marathe 12
Selective Examples Spectrum Customer Project Snapshot Electronic Document Management United Utilities Bid Management System Web Content Management Gordon & Breach E-Commerce Trading Site Business Process Management Investec Basel II Process Automation Portals Bibby Financial Services Intranet Development Workflows Investec Online Credit Suite Collaboration National Grid Collaborative Project Management Solution Imaging Merrill Lynch Documentum Migration & Imaging Solution Integration Process Consulting Companies House QA Management for large IT programs © Zensar Technologies Global Outsourcing Services Sanjay Marathe 13
Application Development Expertise • Global development teams • Centers of Excellence with a focus on technology, processes and domain • Open source experience • Microsoft technologies s s es c a re A Ca pt iv ro P Outsourced Development Centers act as secure extensions of the customer application development team and reduce costs. e O DC erin gine Ons ite C t En ons ulti duc ng Pro g Technical teams manage the development, maintenance and release of products for customers building expertise in a cost-effective manner. Global Outsourcing Onsite consultants manage customer expectations and work with offshore and near-shore teams to build cost-effective IT solutions. © Zensar Technologies Global Outsourcing Services Consultants work in various capacities closely with customer IT teams and provide expertise in architecting and developing solutions. Sanjay Marathe 14
Selective Examples • Marks & Spencer – Development of a Web-based Fabric Procurement Application • Garment Suppliers are able to record fabric and supplier information through the new portal, which also presents the M&S business users the analysis through reports of fabric and fabric supplier information relating to procurement process. – Development of a Integrated Quote Model – Direct Buying Application • IQM-DB enables ‘Home’ and ‘Clothing’ departments to create quotes for direct buying. The application would give the users clear visibility into all cost components. . • Investec – Development of a Online Banking system • New developments using proprietary framework PARACON on J 2 EE technology. • Currently involved in re-engineering with a new architecture. – Interface to Johannesburg Stock Exchange • Development using VB/. Net to consolidate multiple portals to produce a single interface to JSE. © Zensar Technologies Global Outsourcing Services Sanjay Marathe 15
Product Engineering • –. NET technologies – Java/J 2 EE technologies – C/C++ – Various ‘n’ tier technologies – Service Oriented Architecture Service Offerings • New Product Development • Product Reengineering • QA/Testing • • Embedded & System • Testing – Microsoft, Rational Empirix, Seague, etc Global Outsourcing Services OEM Application & Device driver Development for Windows/ Smart Devices • Wireless N/W & 3 G Communication • Test Program Development for benchmarking of devices • 16, 32 & 64 -bit Architecture Programming/ Migration Re-engineering Software © Zensar Technologies • – Platform, OS, Language, Database • Product Support & Maintenance ISV Development around Sanjay Marathe 16
Application Support and Maintenance s es c A De fin iti on sk o Pr M&E Hel pde L 3 – Problem management – arising from incidents or proactive monitoring Also, change requests, enhancements and others s a re Managing the portfolio of mission critical applications for our customers through provision of Level 1 to 3 support L 1 - ITIL Standard Processes • Service Level Management • Incident Management • Problem Management • Change Management • Disaster Recovery /IT Service Continuity Management • Helpdesk/Service Desk • Release Management • Configuration Management • Capacity Management • Security Management L 2 – Support Incident management – User, Operations or L 1 Helpdesk initiated service request management © Zensar Technologies Global Outsourcing Services Technical Helpdesk 24/7 multi channel (voice, e-mail, web) support also performing first level production support Sanjay Marathe 17
Selective Examples • National Grid – Support for Unix Fix on Fail • NG has standardized their applications on Unix OS. Being a gas & electric utility co, the applications are both mission and safety critical. • In order to ensure service continuity on 24 x 7 basis, Unix Technical support is imperative. Zensar’s Unix Technical Support team supports fix-on-fail calls, change requests, risk analysis requests – Support for Demand Deviation System • Demand Derivation system provides demand data for below 7 bar network analysis. It allows the user to maintain the relationship between the nodes and demands. • Zensar provides integration of applications using See. Beyond as EIA infrastructure. Maintenance, Enhancements, Development. • Cisco – Support for Next. Gen Ordering System • Next. Gen Ordering System is a complete ordering system integrated with Oracle 11 i Manufacturing. Cisco’s 35 prime partners like IBM, AT&T, SBC, Intel's procurement systems are integrated to Cisco’s’ ordering system in real-time. • Zensar provides critical Production support for Global Customer base in different time zones, ensuring application uptime of 99% – Support for QTC SOS • QTC SOS Support is responsible for 24/5 support of the Cisco's core Oracle Apps Order Entry customized module and 24/7 support of other Order Entry peripheral systems. It includes dual shore support using a P 1 through P 6 case model, proactive monitoring of system, reporting and provides 24/7 On call support at onsite. © Zensar Technologies Global Outsourcing Services Sanjay Marathe 18
Application Modernization Enhancements made to the technical environment of existing legacy system Enhancements could involve changing hardware platform and/or operating system Technical aspects like programming language data management mechanism either not changed or changed very minimally Porting • Conversion from one programming language to another • Not much design change • Data Structures and Data elements are retained as far as possible Migration Re-engineering • Very little of the legacy application is retained • The application design, programming language and data management mechanism changes invariably Maintenance led Re-Engineering Application Documentation using BPMN and UML during Maintenance Cycle to speed up re-engineering process Knowledge transfer & creation of Reference model as first step for re-engineering Redesign and Code Creation in target environment © Zensar Technologies Global Outsourcing Services Sanjay Marathe 19
üConsulting üApplication Testing üPerformance Testing üOperational Acceptance Testing Specialized Standard Third Party Testing solutions üERP Automation üOracle Retail Testing üHandheld Devices Testing üUsability Testing üTerminal Operation System Mature & Tested Methodologies Agile HP/Mercury Waterfall Iterative Range of Automation Tools IBM Rational Open source TZen Collaboration across Practices J 2 EE . Net Oracle ERP Data Warehousing Domain Experts - Integral Part of Testing Team Shipping & Logistics © Zensar Technologies Retail Financial & Insurance Services Manufacturing Global Outsourcing Services Energy & Utilities Sanjay Marathe 20
Selective Examples • Euromax – Business Acceptance Testing Services for Fully Automated Container Terminal • To support the high level of automation at the terminal, proper requirements management and high standards of quality from solutions is critical. Zensar is assisting Euromax from July 2005 onwards in risk management and mitigation in the areas of quality assurance and quality control by providing quality assurance expertise and domain expertise. • Merrill Lynch – Provide QA services to entire portfolio of applications across range of bespoke applications and products built on top of wide range of technologies and platforms • Multiplicity of technologies, platforms, vendors across 392 applications; maintaining high QA standards; providing timely production releases and ensuring high quality and accurate audit of the QA processes © Zensar Technologies Global Outsourcing Services Sanjay Marathe 21
Infrastructure Management services Enterprise Management • Enterprise Discovery • Discovery Analysis and Reporting • Application Rationalization • Patch Deployment Testing • Application Deployment • Asset Management • Data Centre Services • Information Security Services Managed Desktop • Core Build Design and Development • Platform Testing • Build Testing with Packaged Applications • Build Deployment • Application Packaging • Upgrade Management Remote Management • Remote Server Management • Remote Network Management • Remote Database Management • Remote Management of Multifunction Devices Mail Messaging • Backend Implementation – Exchange 2000/2003 • AD / Mail Migration • Open Source Mail Implementation / • Migrations © Zensar Technologies Global Outsourcing Services Sanjay Marathe 22
Selective Examples • British Petroleum – 2 nd and 3 rd line support to 650 Wintel servers. This includes – Active directory management. Support to Exchange, Domain controllers, Systems Management, DHCP, WINS, File & Print, and Proxy servers/services. Backup monitoring and reporting. • Fulcrum Connections – Infrastructure Build and Management • • • System requirement sizing Deployment of Windows & HP Unix servers Implementation of “n. Partitioning” in rp 8420 server for production systems Implementation of “Vpartitions” in rp 8420 server for Contingency Deployment of Oracle 9 i Application Server Oracle 8 i Database Server Design Cisco Content Switch implementation Implementation of IIS & Apache Web services E-Gateway configurations for application roll out. . . © Zensar Technologies Global Outsourcing Services Sanjay Marathe 23
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