An Overview of Professional Services and NonStop Migration

BPC and HP NonStop seminarAthens, 12th October,2011Tokhir Abdukadyrov, Deputy COO

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World class customer support is mandatory

With 80 clients in more than 24 countries around the world our support services need to meet a wide and complex range of needs

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Implementation and migration approach

An example how we measure our performance

How we organize ourselves

Contents

Objectives

Regional Operations Centers

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Professional Services Objectives

Business objectives:Customer satisfaction rating to be in the top

quartile– Supported by regular client surveys

Annual reduction of 20% in ESM tickets opened100% contractual SLAs metFast and smooth solution implementation for

new clients Optimize clients’ use of SmartVista features

and functions to benefit their bottom lineProduct standardization

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Process Organization and Operational Structure

Pre-sales

Implementation

Support and maintenance

• Product presentation and demonstration• Customer needs identification• Technical and functional proposal development• Transitional support-post-sales

• Functional specification development• Product customizations• Solution deployment• Training• Acceptance support and certifications• Data migrations and go-live support• Solution monitoring after go-live, warranty support services

• Customer support and help desk services (bug fixing, consultancy, regular updates)• Hot line support for emergency issues• Account and customer relationship management• Solution development projects (requests for customer programming or implementation of new modules)

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Regional Operational Centers

Asia Pacific – Singapore

Russia, CIS, Europe, Africa - Moscow, Russia

Ukraine – Kiev, Ukraine

USA, Canada – Omaha, USA

Latin America – Panama city, Panama

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Regional Roles and Responsibilities

Local centers of excellence benefitting from knowledge transfer from HQ

Technical staff for everyday & first line support services Locally recruited business analysts to support customizations Project managers managing the client’s expectations on-site Account managers providing a prompt reactions to any client

issues

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An Example How we Measure our Performance

Last Four Year Performance Summary

46

61

94

135

0

20

40

60

80

100

120

140

2008 2009 2010 2011

90,9

68

55

28

0

10

20

30

40

50

60

70

80

90

100

2008 2009 2010 2011

The average number of ESM tickets per client per year

Increasing client base driving higher ticket volume in ESM

Code improvement and product standardization demonstrated in falling ticket volume per client

Annual reduction of 49% in ESM tickets opened in 2011 opposed to 19% reduction rating in 2010

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Proven Migration Project Approach

SIR meeting

Customization and

Configuration

Installation and Training

System Integration Tests, Certifications

and User Acceptance

Pilot Run

Managed Operations /

Support

Functional Specifications Development and Approval

Migrations

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SeminarThe SmartVista alternative on NonStop