support services for ibm sterling order management

Lightwell Support Services for IBM Sterling Order Management

Introduction:

Your organization made a great choice when it selected IBM Sterling Order Management (OMS). This powerful, cross-channel order orchestration and fulfillment solution can help your organization improve fill rates, inventory turnover, revenue, customer satisfaction, efficiency, and more.

However, if your organization is like many, you may be facing resource-related challenges and concerns on the road to achieving these objectives. These include:

Addressing the Lack of OMS Skills In-House: You may find that you don’t have the staff in-house with the specific skills needed to take full advantage of the order management system’s capabilities. Managing and optimizing the solution requires extensive training and a high degree of expertise, while hiring and retaining experienced OMS resources can prove exceptionally challenging.

Determining the Best Use of Internal Resources: Are your internal resources best suited to focus on the business and strategic aspects of e-commerce

and order management, versus managing the technologies involved? What aspects of managing the OMS solution can and should be handled internally—and which are best handled by a trusted partner? These are tough questions for which there are no one-size-fits-all answers.

Avoiding Downtime: OMS errors and downtime can be extremely costly on many levels. You need skilled resources in place that proactively monitor your system, resolve issues as quickly as possible, and ensure that this mission-critical system is running optimally around the clock. However, you may lack sufficient technical resources to do so today.

Supporting Growth: As your organization continues to grow—whether organically or through mergers and acquisitions—you may also find you need additional resources, infrastructure, scalability, and expertise to help you achieve your order management and fulfillment objectives. Unfortunately, you may not have the budget, infrastructure or headcount available today to properly support this growth.

Lightwell Support Services for IBM Sterling Order Management 2

Whether you’re faced with a combination of

these issues and/or are facing challenges that

are unique to your business, our team can

help. We have developed a comprehensive and

flexible suite of support services based on our

team’s extensive experience implementing,

managing, and supporting the OMS solution.

Our OMS Support Services are designed to

help you achieve the extensive benefits of IBM

Sterling OMS while significantly reducing the

burden on your company’s internal resources.

Flexible Services to Suit Your Needs: We offer

multiple levels of support services to suit your

requirements, ranging from hourly support and

monitoring services for your OMS, to a fully-

hosted and managed solution with extended

support and strategic planning services. We

can deliver our support services to companies

hosting their OMS solution in-house, with IBM

Commerce on Cloud, or hosted by Lightwell

in our preferred hosting facility. In addition,

you can select from numerous services

options, including proactive application and

infrastructure monitoring, onboarding, patching

and maintenance services, disaster recovery,

and project management.

Services Beyond Support: We become

an extension of your team, providing you

reporting, visibility and analysis of your

environment and performance.

We can meet with your team on a weekly

How Lightwell Can Help

and/or monthly basis to discuss the metrics most

important to you. In addition, we can provide a

variety of planning and testing services to ensure

you are ready for peak and adverse conditions.

Ideal for Addressing Unique Requirements: While

our OMS support offering can benefit any IBM

Sterling OMS client, our offering’s flexibility makes

it exceptionally suited for accommodating the

unique and non-traditional needs among companies

like 3PLs, B2B companies, and companies with

multiple brands or entities. In addition, OMS clients

that leverage the IBM Sterling B2B Integration

and Managed File Transfer solutions can achieve

additional benefits, as we manage, support, and

host these solutions as well.

By working with us, you’ll gain an expert team to

assist you when and how you need us. Whether you

only need Lightwell for helping you resolve the most

complex issues, would like us to fully manage the

OMS solution for you—or somewhere in between—

we’ll work together to determine the best mix of

services for you based on your challenges, resources

and goals.


• A team of OMS experts with extensive OMS experience across multiple industries

• Multiple service levels available to accommodate your needs

• Lightwell-hosted, IBM-hosted, and client-hosted options

• Exceptional flexibility for organizations with unique or non-traditional needs, such as 3PLs, B2B companies, and companies with multiple brands

• Ideal for companies that leverage multiple IBM Commerce solutions, including IBM Sterling OMS, B2B Integration and Managed File Transfer

LIGHTWELL SUPPORT SERVICES FOR IBM STERLING OMS

OMS Support Services Components

How Lightwell Can Help

Expert OMS Resources

World-Class Hosting

MonitoringSupport

Reporting & Analysis

Planning & Testing

Managed Services


OMS Support Services Components (Continued)

Skilled OMS Resources

Our team includes experienced US-based and offshore project managers, developers and development leads, architects, business analysts, DBAs, infrastructure engineers, quality assurance professionals, and DevOps.

Standard and Extended Hours

We offer support with standard hours (8am-5pm ET), as well as extended support to meet extreme requirements.

Support for Multiple Environments

Lightwell can provide support services for clients with OMS in their own environment, with IBM (via IBM Commerce on Cloud), or hosted with Lightwell (via our preferred partner, Rackspace).

Application Monitoring

Our team will monitor the application for failures and errors, including problems with order creation, backorders, file uploads, shipment confirmation, inventory mismatches and more.

Fully-Hosted Solution

We offer a fully-hosted environment (via our preferred hosting partner, Rackspace) for IBM Sterling OMS. Our Lightwell-hosted option is our most comprehensive, and provides companies an exceptional degree of flexibility and customization not typically available through other hosted offerings.

Comprehensive Managed Services

For companies opting for the Lightwell fully-hosted option, we proactively monitor and maintain the infrastructure including (but not limited to) servers, firewalls, and load balancers. We provide ongoing management services, including monitoring, routine maintenance, security patching, access management, monthly reporting against utilization, incident response and remediation, standard upgrades, and more. If a problem arises, our managed services team will provide emergency support and will interface with Rackspace to resolve issues quickly. In addition, we provide ongoing application support for all applications in the hosted environment.

OnboardingWe offer a range of onboarding services, including documentation, system setup, and training. We also offer custom monitoring of the onboarding process.


Patching and Maintenance

Services

These services are available for Sterling OMS, WebSphere Application Server, Cognos, MQ, and your database (DB2, Oracle, SQL, etc.). In addition, we provide maintenance services for the Server/Operating system, network components and more for clients hosting their solution with us.

Disaster Recovery (DR)

Our team can assist you with defining your disaster recovery requirements and response, conducting testing, and event rollback.

Compliance Patching Standards

Our services include PCI, ISO:27K and ITIL standards. In addition, we offer services for SOX and NIST Patching Standards.

Infrastructure Monitoring

Our team can monitor numerous aspects of your infrastructure including CPU performance, processor load, memory, uptime, security, space, speed, traffic, response time, and more.

Project Management and

Governance

Our disciplined approach to Project Management and Governance helps to ensure that we collectively stay on task, resolve issues quickly, and provide the visibility you need to make decisions quickly. We offer joint project management and status reporting, issue and risk tracking and visibility, a defined communications plan, and a clear issues escalation and resolution process.

Extensive Reporting and

Analysis

Our reports provide excellent visibility into your system’s performance. For a more in-depth performance analysis, we can also host weekly status meetings with your team, where we can explore topics ranging from ticket metrics and SLA tracking, to hardware metrics and deployment calendars. In addition, we can provide monthly reports to your team to help you gain better insight into the performance trends for your environment.

Annual Planning and Testing

Our team can provide a variety of testing services— including performance testing, environment capacity testing, disaster recovery failover testing, and penetration testing—to ensure you are ready for peak and adverse conditions. We can also provide a holiday preparedness assessment and implementation of our recommendations to ensure you are ready to holiday demands. Furthermore, we can support you as you are undergoing an audit or certification process.

OMS Support Services Components (Continued)


Multiple Support Levels

LEVEL WHAT IT INCLUDES

Silver is an excellent choice for companies that want to maintain the solution internally as much as possible. They can leverage our team for resolving issues that are extremely complex, urgent or obscure.

• Monthly retainer + Hourly Support• Incident Response Time: .5 hour Severity 1 SLA during business

hours and 1 hour Severity 1 SLA after business hours• Proactive Application Monitoring• System-Generated Issue Reports• PCI / ISO: 27000 / ITIL Standards

Gold is a great choice for US based companies of any size that have frequent or ongoing OMS projects. They can leverage our team on a more frequent and in-depth basis, and as a go-to source for OMS technical issues.

• Includes everything in our Silver Tier plus…• L1 and L2 support technician services• Monthly retainer + Discounted hourly Support• Weekly status meetings• DR Requirements definition documentation

Platinum is a great fit for larger, multi-national companies with multi-regional support needs. They can leverage Lightwell for a full-service solution, where we have a permanent team familiar with the complexities of their individual solution, and are capable of taking the lead on all complex issues.

• Includes everything in our Gold Tier plus…• OMS consultant (L3) and Project Manager services• Monthly retainer inclusive of Support• Monthly environment statistics reporting• Client Training• Custom Monitoring• Allowance towards DR Event testing, event response and rollback • Allowance towards annual planning services• Onboarding services: system setup, client training and custom monitoring

Platinum + Hosting is ideal for new OMS implementations. Leveraging our preferred hosting provider, we provide a full-service solution, where we can provide the widest range of support, monitoring, maintenance and customization options to our customer.

• Includes everything in our Platinum Tier plus..• Application Hosting• Comprehensive managed Services• Infrastructure monitoring• Numerous service options included• Annual Planning: Includes DR Failover Testing, Capacity Planning,

and Holiday Preparedness Analysis

We offer four tiers of support services to accommodate your needs: Silver, Gold, Platinum, and Platinum + Hosting.


Highly-skilled resources at a lower cost. By leveraging our team, you’ll gain the OMS skills you need, when you need them, while avoiding the costs associated with recruiting, hiring and retaining skilled EDI and B2B resources.

Reduced infrastructure costs. Our hosting and managed services will reduce the need for additional infrastructure investments. By leveraging our hosting services, you can minimize the up-front expenditures and resource investments for software, hardware and services.

Increased operational efficiency. Through high-performance technologies, reduced errors, and expert management of your complex processes; you and your partners will achieve exceptional levels of operational efficiency.

Support and scalability for growth. Through faster onboarding and greater scalability, you will be able to enter new markets quickly, support higher transaction volumes, and achieve faster time-to-revenue.

Better focus on your key initiatives and core competencies. By offloading all or part of your OMS management tasks to us, your internal resources can focus on initiatives most critical to your company.

Faster response to changing conditions. With greater visibility across your order management processes, you will be able to better manage inventory levels and costs, and quickly respond to emerging trends.

Improved customer satisfaction and retention. By reducing errors, ensuring on-time and accurate orders, and delivering higher customer service levels, you’ll exceed the expectations of your customers to build lasting and profitable relationships.

Benefits

Interested in getting started with our OMS Support Services? Contact us today at [email protected] or (614) 310-2700 to discuss your needs, and we’ll work together to determine the right mix of services for you.

GETTING STARTED

8Lightwell Support Services for IBM Sterling Order Management

support services for ibm sterling order management

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