excers- clarity 360 ppm services-dec2014

8/9/2019 EXCERS- Clarity 360 PPM Services-Dec2014

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Content

DeliveringExcellence

1 About Us

2 Who We Are?

3 Excers 360 PPM Services

6One Stop Solution

5 Service Level & Team Composition4

Excers 360 Whats included?

7 Coming Soon

8Contact Us

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About Us

Excers is an IT Management, System Integrations & Solutions Company

Worlds Largest Clarity PPM Consulting firm with over 130 Clarity PPM Professionals

Founded in 2010 in Texas, USA. Currently head quartered in Dallas, TX, USA.

Operations in USA, Canada, UK & India

Specialized in System Integrations, Product Development, Project & Portfolio Management

IT Consulting, Business Consulting, Application Development &Maintenance, System

Reengineering

Define Business Processes and provide Enterprise IT Governance Solutions

60 Plus International Clients

an overview of Excers

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Who We Are?

Enterprise Software Professionals helping clients to plan and deliver their most important

business improvement projects by delivering the Functional Intent of the application to address

business needs.

Provide full range of product engineering, development, technology services, business process

definition and governance services.

Excers Technical Services help clients deliver innovation to their customers, reduce costs and

improve effectiveness by leveraging Business Technologies.

Excers has a strong Portfolio of System Integration offerings to provide increased value for

clients, as well as serve as a source for better growth and profitability by connecting their

systems.

Excers is a Professional Services company making Technology work for you(the user !)

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Who We Are?

Our enterprise System Integration Solutions provide critical foundation to gain deep insight and

exceptional control over complex IT environments.

Our solutions enable customers to support changing business models at the right time, the right

place and from the best sources, and flexibly deliver the IT services in the manner that best

serve their IT needs.

We stand apart from our competitors by solving the toughest IT management challenges

through:

Deep expertise in diverse and complex environments

Highly reliable services that are cost effective

A practical approach to innovation

Excers is a Professional Services company making Technology work for you(the user !)

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6

Clarity PPM Services

Excers 360TMComprehensive Clarity PPM Services


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Excers360TM

Comprehensive Clarity PPM Services

L3

L2

AGILE Development Process - Enhancements, New Functionality and System enablement

Centralized Knowledge Management & User Training

Continuous Improvement and Innovation

Communication

and ReportingSLA/OLA Reporting

Contract

Management

Planning and

Budgeting

Development

Major

Enhancements

New

Functionality

Development

New Business

Line Onboarding

Integrations with

other Systems

Enterprise

Reporting

Management

DashboardsPerformance Management Services

Testing Services

ITIL Delivery Processes for Run & Operate - Incidents, Issues and Release Management

Break/Fix

Services

Patches &

Upgrades

Functional & Technical

Support

Advanced

Technical SupportCode Fixes

Minor

Enhancements

Root cause

AnalysisDocumentation

DeploymentsAdvanced

Support

&

System

Maintenance

Tools, Processes,

Accelerators

Governance

Front line

Support

Excers360TM Services

(Customers) Enterprise Clarity Platform

Service Ticket logging, Request Triaging, Initial Response & Acknowledgement

User Administration / Security Authorization / Password Resets

How to questions / Phone & Web Support

Application Monitoring, Clarity PPM Jobs scheduling, Processes Monitoring and escalation to L2 and L3

Front line contact with CA for all Product Support Issues

L1

Infrastructure Monitoring, Health Check, Proactive Maintenance

Integration and Interfaces Management

Information Security, Application Security, Risk and Control Services & Compliance

Database Services and DB Support

Active Directory Integration, LDAP and SSO

Data Loading, Reporting Services & Knowledge Management

Special

Support

Services


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Excers 360TM

Services

Administration Duties Add, change, deactivate users and user rights

Schedule and validate scheduled jobs & reports

Troubleshoot system performance

Liaise with application, network and HW teams

Upgrade Planning & Implementation

Install service packs and minor point releases

Assist in backup, restore, and disaster recovery

Assist with end-of-fiscal financials activitiesReports and Data Management Configure, review and analyze standard Clarity reports

and/or Customer-specific reports

Master data - OBS maintenance

Data extractions and Quality Management

Operational Support Build and Maintain operations manual

Deliver standardized procedures and tasks

Schedule, monitor jobs, processes, and reports

Monitor system logs

Identify and manage schedule maintenance

Validate data loads, extracts, and interfaces

Incident Management Help Desk tickets via Help Desk system

Client Help Desk provides initial screening

Transparency to CA ticket response/escalations

Low, Medium, Serious, Critical response SLAs

Designated hours of support

Enhancement Support New Functionality configuration and Deployment

Rollout of Clarity to new users

Deploy portlets, reports, workflows, and utilities

Access to existing pre-developed components

Provide supplementary support

Knowledge Transfer Agenda driven monthly transfer sessions

Administrative and operational tasks

Software capabilities and use

Data structure, Data Dictionary

Other topics mutually agreed upon

Architectural Guidance Assist in solution definition and lifecycle roadmap

Architect deployment and resource plan

Validate PPM objectives and processes with current and

future Clarity functionality

Periodic solution health checks


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Multilevel Support

L2 Support Services Break/Fix

Triage Team

Support Request Validation

Developer Resolution

Break/Fix Tested & Deployed

Work Around

Work Around Solutions for

Software Defects Alternate Approaches based on

Cost/Benefit

RCA (Root Cause Analysis)

In Depth Team Analysis

Extensive Knowledge Base of

Clarity Expertise

Documentation

Formal Service Request Process

Each SR Documented

Historical SR Repository

L3 Support Services

Technical Support

Technical Experts

Development Experts

Technical & Development

Knowledge Base

Code Fixes

Configuration Fixes

Report/Portlet/Scripts Fixes Patches

Code Fix Packs

3rd Party Support

Support of Approved 3rd Clarity

Add-Ons

Minor Enhancements

Enhancement Requests for small

functionality

Configuration & DevelopmentServices

L1 Support L1Escalation

L2

Escalation

Seamless Service Request (SR) Management Approach


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Service Overview What's included?

Service Description

Consulting

A Clarity Solutions Architect will serve as primary resource for planning out the

customers deployment roadmap

This resource will learn Customers business, understand how Customer implemented

CA Clarity PPM to date, and make recommendations on what to do next.

He or she will provide best practices guidance on change requests for modifying existing

deployed functions or for new functionality or content to ensure that the requests are

consistent with the long-term objectives of the business from a configuration standpoint.

Clarity Solutions Consultants also will help plan for upgrades by determining which

functionality Customer may want to deploy and share the knowledge on any changes in

the application that may impact the business user community.

Knowledge

Transfer

On a monthly basis (or as requested by client during when new functionality is released

or existing functionality is modified ) Run and Operate team will conduct knowledge

transfer sessions.

These could cover anything from how a new component functions and will be

maintained, to a custom report or portlet review of the new features in the latest

product release.


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Service Overview What's included?

Service Description

Implementation

and Enhancements

Solution Architecting the design to implement the industry best practices

Onsite and remote consulting services to develop additional content, enhance the

current system, change existing functionality or upgrade to new version of Clarity PPM

Excers Knowledge

Base

Access to Excers Knowledge base which contains System Administration Research

Portlets & Reports

Hundreds of reusable components which include most commonly requested Portlets,

Reports, Dashboards and Workflows.

Excers Work Product Packages which consists of pre-built interface adaptors

Supplementary

Support

Provide Supplementary Support at no additional charge as part of the Services

offering.

A significant additional benefit that will provide Customer with the assurance that

any content developed by the Clarity360 is fully supported during the term of

engagement.


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Service Overview - Sample Incident Management Workflow

Process By whom Process description

Customer identifies issue (or question) regardingsolution.

Customer contacts Clarity360 services team via

agreed channels ( recommendation is to implement

Service Request Module in Clarity) and provides

details of issue.

Clarity360 team reviews the request and escalates

to internally if the issues involves changes/additions.Product Support is contacted for Bug related issues.

If the ticket does not involve complex configuration,

the issues is handled by the support team per

standard support processes and procedures.

For Complex issues, an Clarity Developer level

Consultant is assigned to the ticket and notificationsent to the requestor.

Consultant works with the requestor and Customer

Clarity team to identify solution to the issue

reported.

CustomerIssue identified

Clarity360 team contacted Customer

Issue analyzed Clarity360

Product

issue?

CA Support Ticket

Consultant assigned

Root Cause Identified,

Issue Resolution

Implemented

Clarity360

Clarity360

Clarity360

Yes

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Service Overview - Sample Enhancement Request (ER) Workflow

ER received /

assignedBRD created

Release Plan

proposed

Release Plan

approved

Functional

Spec created

Technical Spec

Design created

Design is built,

unit tested

System / RT

performedUAT performed

ER release is

scheduled

Enhancement Requests (ERs) include new functionality requests, changes to the existing

functionality, configuration, new development, portlets, reports, interfaces, configuration etc.

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Team Composition

EngagementManager

Manages relationship between Excers and Customer

Escalation Point for Customer Service performance oversight

Sr. Solutions

Consultants

/Architects

Sr. Technical

Consultants

Technical Requirement Analysis, Solution Architecting and Design Provides technical solution thought leadership

Technical Design and Specifications and performs Technical configuration and development

Manages all development and technical activities

Clarity Support

Specialists

Handles all Service Requests (SRs) related to Incident Management

Resolve Issues, Bugs, System Errors and Provide front line support to users

Work with Technical and Development team on Enhancements, Changes and Deployments

Clarity

Developers

Handles all Clarity PPM technical and development activities

Work with onshore team to perform requirement analysis, design and development

Work with support team in testing and deployment

Requirement Analysis, Solution Architecting and Design

Provides business solution thought leadership

Develops Design Specification and performs functional configuration

Lead and Manage all Functional and Implementation activities

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Flexible, Scalable & Affordable

No Scope Restrictions Yes!

Excers 360 offers the flexibility to use resources on any

Clarity PPM related activity you need. No scope restrictions

on whats covered in the services.

Scalable Services

Excers 360 offers the scalability as needed Increase theservice capacity as needed and reduce it back when you

dont.

One Fee

One low fixed fee that covers any and all Clarity PPM

related work


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Excers- Your One Stop Solution for all Clarity PPM needs

With over 130 team members and growing, Excers has any and

every resource you need to implement, enhance, run and operate

Clarity PPM of any size or complexity.

Excers global presence allows us to provide Follow The Sun

support covering all time zones and regions for a price that meets

your budget.

Excers offers Fixed Fee, Time and Materials and Capacity (FTE)

based services to suit your needs.

Excers is built on a service driven process and culture that

enables us to achieve massive efficiencies to scale and grow


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Contact us Today!

Thank YouContact Us Today!

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Asia Pacific

[email protected]

Ph# +91-40-66768998

RV Insignia, 2nd Floor,

Silicon Valley Layout, Image GardenRoad,

Madhapur, Hyderabad 500081

India

North America

[email protected]

Ph# +1 469-804-0184

Excers Software Solutions Inc.

14160 North Dallas Pkwy, Suite 605

Dallas, TX 75254

USA
mailto:[email protected]:[email protected]:[email protected]:[email protected]

excers- clarity 360 ppm services-dec2014

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