managed services for sxe installation

1Copyright © 2016. Infor. All Rights Reserved. www.infor.comInfor Confidential

Cloud Managed Services Application Management and HostingLet Infor manage your software, so you can run your business

January 2017


Agenda

Managed services

Overview:Infor Services

Service catalog

People, locations & organization

Customers references

Amazon partnership

Nextsteps

Details ofServices


Infor Services

3,200+consultants

1,200+support

professionals

9.1Average years of experience

1MKnowledge base

articles

3 COEs600 consultants

4,700+cloud customers

168Countries supported

1,248+go lives last year


Customer intimacy, growth & scale

5,300 total staff worldwide

NYC Headquarters

COE Hyderabad

COEManila

COEChina

OFF-SHORE Poland

OFF-SHORE Mexico City

Support staff on ground in 24 countries

Work with customers in 168 countries


What makes Infor Services different?

Commitment to customer success

End-to-end accountability

Long-term partner

Deep product & industry expertise

Global footprint

Access to innovation

Proven methodology

Implementation accelerators

Reducedrisk

1

Accelerated time to value

1 2 3 4 5

6 7 8 9 10


Infor Services portfolio

Deployment Services

AdvisoryServices

Managed Services

Education Services

Support Services

• Implementation and upgrades

• Cloud migration

• Data migration

• Testing automation

• Performance optimization

• Business consulting

• Value engineering

• Organizational change management

• Application management services

• Post production support

• Process monitoring

• Data lifecycle management

• Classroom and virtual training

• End user training

• Education subscription

• Infor cloud support center

• Cloud Command Center (3C)

• Flexible support options – enterprise, premium, and elite

7Copyright © 2016. Infor. All Rights Reserved. www.infor.comInfor Confidential 7Copyright © 2015. Infor. All Rights Reserved. www.infor.comInfor Confidential

Managed Services


Need for Managed Services defined

In-house Support No agreed SLA’s for Internal Support

Challenges in recruiting, training and retaining IT staff

Disparate teams/vendors supporting resulting in lack of accountability and slower response times

Redundancy in processes with no innovation

Lack of Root cause analysis and continuous improvements and optimization

Managed Services Support SLA based IT support

No challenges recruiting, training or retainingIT staff

Efficient and single source for all support

Ongoing YOY productivity gains with cost reductions with maturing processes

Dashboard reporting and root cause analysis for continuous improvement in it and business processes


Why Infor ?

Lower, dependable, predictable cost

Better service – single vendor solution:Maintenance, support, services, license

One call for any problem:Direct access to Infor R&D

& support

Platform to support future business growth

Three models:Remote, Onsite and Blended

Get supporton latest Infor product innovations


Infor CMS vs. other service providers

Infor CMSProactive monitoring

Deep original expertise on Infor environment

Reliable and scalable support Infrastructure

Knowledge sharing with State of art Infor Labs

Deep understanding of future of technology and functionality upgrades

Offers year on year productivity/efficiency gains

Other service providers• Reactive Service

• Support multiple ERP software (lack of Infor Specialization)

• Relies on vendor partners for training, updates on future changes

• Static service YOY levels

• Lack of Innovation


Investment return

Staff savings

Reduction in rehiring & training plus ongoing education costs

Redirectstaff

undertake projects for which resources weren’t available

Pay for what you need todaywith scalability in the future when your business supports it

Hosting

Same or less thanon premise

Customers told us that AMS has proven to reduce cost by 20-30% & provided an equal or higher service level than they could previously provide to their end users


Infor Application Managed Services

Infor manages the customers’ Infor applications in an environment where the customer is responsible for infrastructure management of their on premise hardware either internally or via a third party hosting provider.

Infor Hosting & Application Managed

ServicesInfor maintains the customers’ Infor application environment as well as the infrastructure management.

Infor CMS services portfolio

OR


Managed Services organization


Organization overview

Strategic, growing, stable, global

SLA Based –Service Level Agreements

Hundreds of dedicated employees around the world

Supplemented by product specialist consultants

2600 customers

Service level managers

Team leads / queue managers

Technical consultants (set up, dba, monitoring, etc.)

Functional consultants (how to, trouble shoot applications)

Programmers–address issues with enhancements or integrations


Organization overview

900+ customers

400+ dedicated employees13 main hubs

Americas team

EMEA team

India team

Philippines team

China team

Together we offer support up to 24x7


Delivery center skills

• Average length of service is 6 years

• 26% employees = 10+ years

• All project managers and managers are PMP certified

Architects5%Tech Consul-

tants49%

Func Consul-tants18%

Sys Admin15%

Managers6% Project

Managers3%

Quality Analyst4%


Services catalog for SXE Installation


Services catalog

Lowercost

24*7 global coverage

Predictability in budgets

Diversified skills

SLA driven processes

Infor knowledge & assurance

Global delivery model with hybrid(onsite/offshore support)

AWS global hosting capability

Betterservice

Application ManagementProactive monitoring and health checks

Patch/hot fix management

Job, user, device management

Monitoring Interfaces

Data refresh

Database admin

Performance analysis, suggestion


Support process

Assessment Scopedefinition

Hosting/AMS proposal

SLA & order Transitionproject

Execution Reporting Servicereview


USA Shift Hours (Onsite 8x5 ) GLOBAL Delivery Center Shift Hours ( 24x7)

Shift hand over in a global operating model

Check all criticalissues ticket

Review all critical / interfaces / escalated issues

Mail handover templateto new shift

Current team working on the issue

Shift handover starts

Move all identified issuesin handover template

Current support team escalation• Team lead

re-prioritize issues

Review all the issues from handover template

Escalation reported in handover issues

Team started working on the assign issues

Ticket fixed and closed

Current support team sets up stand up meeting with next support team during overlap hours

Assign critical issue to team members

NO

YES


HostingAWS partnership


Why partner with AWS?

IAAS market leader for the 6th time in a row• 10x more computing capacity than the remaining 9

evaluated competitors have together• >100% growth yoy• ~75% IAAS marketshare

AWS again are the leader of the pack with more than 10 times the computing capacity over all of the other 9 evaluated competitors together.


Next steps


Next steps

Assess current environment

Designate staff to work with us to determine current product set & baselines:• SLA performance• Incident statistics• Modifications to base software

and documentation

Prepareproposal


Technical application administration services • Manage multiple environments, production,

test, development, QA, training

• Proactive monitoring and reporting– Critical parameters, services, integrations etc.

• Ensure upkeep of customer’s Infor application platform

• Log file clean up, System housekeeping

• Supporting user, job, device management related issues

• Monthly maintenance window

• Trouble shooting, fixing technical incidents related to Infor applications

• System health checks

• Hotfix, service pack, patch deployment

• Change and software configuration management

• Data refresh between environments

• Tool set, application platform upgrades

• Archiving

• Load tests, performance analysis and tuning


Database administration services• Capacity management

• User administration

• Managing table spaces, permissions

• Start up, Shut down DB services

• Performance monitoring

• Reviewing DB stats, take corrective action

• Check and re-organize DB on need

• Modify storage parameters on rapidly expanding objects, compress on need

• Add additional data files as necessary

• Maintenance of archive logs

• Help define back up policy and monitorthe backups

• If any restoration is needed, can be done on critical need

managed services for sxe installation

Technology