Application Management Services

1. Application Management Service Offerings © This document contains confidential and proprietary information of GSS America. It is furnished for evaluation purposes only. Except with the express prior written permission of GSS America, this document and the information contained herein may not be published, disclosed, or used for any other purpose. | www.gssamerica.com

2. Agenda 2

3. GSS Service Offerings in Application Management Service Enablers Estimation Requirements Management. Build/Release Management Project Management Governance Framework Configuration Management Quality Management Metrics/ SLA Management Training Knowledge Management Application Development MS CRM Mobile Applications Custom Application Development Portals Value add Services Outsourcing Analysis Transition Service Delivery Application Maintenance & Support Application Migration Database Migration Reverse Engineering Service Enablement Application Transformation Test Automation Functional Testing Regression Testing Performance Testing Testing Services Technologies Supported IBM Mainframe, JAVA, Microsoft Technologies

4. Technology Spread - Areas of Competence & capabilities Legend Core Development Competence – Our Mainstream Technology Focus Indicates‘As-is’ Capability Microsoft Technology Competence .NET Framework 3.5/ 4.0, WPF, WCF, WWF, Windows Mobile SDK , ATLAS(Ajax) , Silver light 2.0 Indicates Proposed Capability Frameworks & Solution Accelerators J2EE Competence JDK 1.6, Java EE 6. JSP2.0, Servlets3.x,POJO , ejb3.0, Hibernate 3.0,JSTL,Spring3.0, Struts2.0, DOJO, Flex 3,Adobe AIR , Blaze DS, J2ME,JSF2.0, JSR 168 Mainframe Competence 3rd Party Tools & Technologies IBM Mainframe, CICS/DB2, AS400 Infragistics GUI, Skelta WF, Amberpoint, Pega Rules, Axis 2.0 Application oriented Technologies – Our extended Technology focus Portal Technology Mobile Platforms / APIS MOSS 2007, DotnetNuke, Liferay5.x IBM ,WebSphere Portal Server V 6.x, Jboss Portal 2.x Win Mobile 6.5, Andriod, RIM API Engineering & Life-cycle Tools Middleware Technologies BI Analytics Technology Governance Framework IBM MQ Series, Ms Biztalk 09, Mule ESB, Tibco Business Works, Tibco I Process, IBM Web Sphere Process Server v 6.x, IBM Web Sphere Message Broker V 6.x , MSMQ Cognos, Weka, Business Objects, Jasper, Pentaho SaaS & Cloud APIs Amazon EC2, Memcache, Hadoop Mapreduce, Google Apps & GWT, Ms-Azure, Akamai, force.com Server Stack Competencies Webservers IBM WAS 7.x , IIS 7, Oracle WebLogic AS , Tomcat 6.x, Apache, Jboss 4.x Arch. Standards & Design guidelines Databases Oracle, SQL Server, My-SQL, DB2 OS Linux, Windows Server 2008, Mainframe 4

6. Web Applications

7. Client Server

8. Desktop

9. Web Services

10. Reporting

11. Integration

12. Custom Developed

13. Collaboration

14. Content Management

15. Windows Mobile

16. IPhone

17. Bluetooth

18. GPRS

19. GSM

20. 3G

21. SMS

23. Minor and Major Enhancement

24. Performance Monitoring and Tuning

25. Database Support & Maintenance

26. Configuration & Release Management

27. Applications Deployment

28. Backup and Restore

29. User & Technical Documentation

30. L0 - Help Desk

32. ASP to ASP.NET

33. Visual Basic to .NET

34. FoxPro to .NET

35. COBOL to .NET or J2EE

36. Access to SQL Server

37. SQL Server to Oracle

38. DB2 to SQL Server or Oracle

39. File Based System to DB2

40. File Based System to SQL Server

41. Reverse Engineering

43. Transition

45. Classroom and Discussion

47. Process

49. Understand Applications,

53. Problem Management

54. Release Management

55. Change Management

56. Support Locations

57. Service Level Metrics

58. Development process

59. QA process

60. KM practices

61. Service Windows

62. Current Service Levels and Service History

63. Information Security / Business Continuity / Disaster Recovery

64. Application Size

65. Complexity

66. Criticality

67. Volatility

68. Technology / Resource / Skill

69. Documentation

70. Test suites

71. Interfaces

72. Standards and Guidelines

73. Network and Special H/W, S/W requirements

75. Current Staffing

76. Business Nature

77. Security and Controls

78. Interface with other groups

79. Governance Needs

80. Reporting / Communication guidelines

81. Escalation Process11

83. Documentation study

84. Hands-on

85. Tacit Knowledge

86. Workshops

88. Shared between Onsite & Offshore teams

89. Understanding documents

90. Reviewed by Customer

91. Offshore knowledge transfer

92. Train-the-trainer

93. Recorded sessionsBusiness Process Interviews Problem Log Analysis Doc. Collection & Review Business Rules Explicit 12

94. Service Delivery

95. Application Development Framework

96. Agile Framework

97. Estimation Models Legend:Ö- ApplicableX - Not-Applicable

98. Typical Team Structure Customer Resources GSS Resources GSS Investment Contract Requirements Project Sponsor Account Manager Escalation Delivery Manager Project Manager Requirements/Signoff Escalation Project Team Project Manager * Deliverables/Status Reports Team Members Team Members Team Members * Shared Resource

99. Governance Model Escalation Steering Committee GSS Executives Customer Executives Meeting : Once a Quarter Programme Direction Review adherence to SLA’s Review performance on key metrics Set targets for ODC growth Program Management Meeting : Once a Month SLA Adherence Onsite Offshore Ratio / Offshore Leverage Budgeted Vs Actual cost of project delivery Utilization of budgeted resources On time Delivery Retention of the resources Attrition in the project Network Availability Customer Delight Index Customer Program Manager GSS Delivery Head GSS Program Manager Project Management Customer Project Manager Project Manager Project Lead Meeting : Once a Week Project Status & Tracking, SLA and Metric Tracking Operation Issues, Delivery Coordination Issue Consolidation and Tracking Risk Management, Change Management 18

100. Configuration, Change & Release Management Configuration Management Change Management Release Management Agree on prioritization of request for Change Planning Release Policy Prepare schedule for building and implementation Release Planning Identification Approval Rollback Planning Control Prepare integrated plan for build, test and release (including back out plans in case of failure to implement in production Release Acceptance Status Accounting Release Build and Configure Building, testing and implementation Audit Change Review Communication Preparation Implementation back out plan Is successfully implemented NO GSS America Distribution, Installation and Training Customer Yes Update the knowledge database and user. Close the request GSS + Customer

101. Managed Services Strategic Tactical Project outsourcing Operational Staff Augmentation Engagement Models

103. Present periodic increments

105. Well-defined scope of work

106. Stable requirements

109. Easy/Quick resource availability

112. Fluctuations in output or consumption

114. Service provider: Medium

115. Case Studies

116. Q & A

117. Thank You © This document contains confidential and proprietary information of GSS America. It is furnished for evaluation purposes only. Except with the express prior written permission of GSS America, this document and the information contained herein may not be published, disclosed, or used for any other purpose. | www.gssamerica.com