Big Data Support Services. Service Definition

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1 1 3 Big Data Support Services Service Definition

2 BIG DATA SUPPORT SERVICES Service Description The Big Data Support Services are part of the Cognizant Information Management service family. Providing a support structure around Big Data platforms and processes. Services include user support, training, operational support, and bau execution of the big data solution. Features 1. Engagement model to suit your needs 2. Flexible resource, delivering the right skills at the right time 3. Innovation driven 4. Delivery Excellence Focused 5. Pan-industry, experience-led 6. Domain specific knowledge throughout the lifecycle of big data initiatives 7. All leading Big Data tools and platforms can be supported Benefits 1. Key skills and innovation without large internal resource spending 2. Flexibility to take more ownership as internal resources gain experience 3. Innovation, bringing more effective outcomes 4. Pan-industry learning supports more efficiently obtained and effective outcomes Page 2

3 COGNIZANT INFORMATION MANAGEMENT SERVICES OVERVIEW Cognizant s big data services form part of our Information Management service family. This large collection of services enable a department or organisation to meet all of its information needs ranging from data archival and retention through to traditional data warehousing and BI and on to next generation Big Data architectures and advanced reporting and analytic solutions. The following diagram shows the entire information management service family. This family of services are all available through the G-Cloud portal and can be combined to deliver an end to end information management strategy and platform for an organisation. Discounts on standard pricing can be applied when services are combined as detailed in our pricing document. Page 3

4 BIG DATA SERVICES DEFINITION The big data services enable an organisation to drive insight and value through the adoption of next generation data technologies to incorporate the tsunami of information being generated today. The benefits to be garnered through big data can be applied through the organisation and can range from simple cost reduction through to the construction of a platform that enables the integration of previously inaccessible data sources to drive new areas of insight. Big Data can therefore be used in a number of scenarios and Cognizant adopts a use case driven approach to ensure that appropriate outcomes are achieved at minimal expense. There are four services within the big data services catalogue comprising the full lifecycle of a big data deployment. Page 4

5 Big Data Strategy and Roadmap services will provide the organisation with an analysis of the benefits big data could bring to the organisation and a plan to achieve these Big Data Proof of Concept & Pilot services enable a low cost entry point to prove one or two use cases from the strategy to demonstrate the expected value outcomes Big Data Delivery services will build, test and deploy an organisation wide big data solution Big Data Support services will perform business as usual activities to support the solution and its users WHAT IS BIG DATA Big Data is now a global phenomenon rather than just an IT issue. Therefore a true definition of Big Data has become blurred over recent years. There are three main contexts that can be used to define the phrase Big Data: The Data Context The volume and complexity of data has increased exponentially over recent years and this exponential increase is going to continue. This has had a demonstrable impact on day to day lives through social media. The next rapid change in data generation is due to hit as the world adopts internet of things technology with the associated machine generated data. However big data is not just about volume, there is a high level of unstructured or semi structured complexity around modern data sources and the urgency in which this data needs to be captured, analysed and acted upon has increased dramatically. The phrase Big Data now encompasses all of these trends. The Technology Context Big Data has spawned a wealth of new tools and models to handle the data context. These tools range from new storage models for data such as Hadoop and NoSql data stores to advanced search and analysis packages for deriving value from big data. Thus Big Data has also become synonymous with the technology that supports it. The Outcome Context like all technology advances big data can and should only be defined by the outcomes for an organisation which it enables. The data context is a fact of life, the technology context provides the tools for handling the data but the only relevance is the outcomes and benefits big data can bring an organisation. Because of this Cognizant adopts a business outcome driven approach to Big Data through the creation of business use cases in plain English that clearly articulate the benefits to be achieved through implementation. Page 5

6 As stated in the second context, there are many software tools in the market that enable big data delivery and Cognizant s vendor neutral approach enables the organisational needs to drive the solution rather than a technology bias limiting the art of the possible. Cognizant has partnership relationships with all of the leading providers in this space: These include but are not limited to the following Hortonworks Cloudera MapR By building new propositions and business accelerators for all sectors with our partners (Banking, retail, Healthcare, suppliers etc.) Cognizant forms the landscape of Big Data best practices around the world. BIG DATA STRATEGY AND ROADMAP SERVICES The strategy and roadmap services enable an organisation to accomplish any or all of the following objectives Identify the potential value that could be derived from big data Analyse and understand their information needs Express those needs in stakeholder relevant use cases in plain English Define key measurement criteria that would demonstrate value has been realised through big data Build a strategic vision for the adoption of Big Data in the organisation Build a roadmap enabling the strategic vision Identify quick wins that ensure ROI is maximised at every point of the implementation of the big data solution Complete a vendor selection exercise to choose the right tools to meet the big data needs of the organisation Compete a readiness assessment of the organisation s infrastructure and people to determine ease of adoption and implementation of big data solutions Understand internal and external data sources that can contribute to big data driven insight including recommendations towards the incorporation of new data sets to increase value Create a business case for the execution of part or all of the roadmap These outcomes are achieved through a time boxed discovery process. This discovery phase can be delivered as a fixed price or under T&M via the SFIA rate card. The discovery process is a deep dive seeking to Asses, Understand, and Identify as shown below Page 6

7 The following key activities would typically be undertaken (this is an indicative list and the actual activities will be refined on a needs basis for each organisation) As has been stated the business needs and potential outcomes will be articulated in a series of use cases which will be identified and prioritised through the discovery process as following indicative example shows: Page 7

8 A simple prioritisation matrix can be arrived at by scoring each use case along a number of dimensions including potential derived business value, ease of creation, availability of data etc. Once the use cases are known the appropriate software tools to meet the big data needs can be identified. This will be done via an impartial vendor selection process that ensure the right tools are selected for the organisation taking into consideration all of the discovery findings. A plan or roadmap for the implementation of the analytics solution will be created and socialised across the organisation. This can be supported by the input into or creation of a business case to support the execution of the roadmap. The following diagram illustrates the key discovery points for a big data roadmap. An organisation can often perceive Big Data projects as high risk and potentially expensive so the roadmap will be structured to maximise quick wins at minimum cost input. Given Big Data technologies can be easily scaled it is in all parties best interests to maximise ROI at every stage of the Big Data adoption. If the organisation does perceive risk in the roadmap a Proof of Concept or Pilot phase can be initiated as the first step of the roadmap. BIG DATA PROOF OF CONCEPT AND PILOT SERVICES The big data proof of concept and pilot services enable an easy first step into the implementation of a big data solution. This will normally be the recommended first implementation step in a big data roadmap. Cognizant normally refers to these deliverables as a proof of value as it is the business value that an analytics solution can bring that is the critical driver towards adoption. Page 8

9 A typical proof of value project will take one or two use cases and drive them to completion thus proving the benefits that can be realised for the organisation through the adoption of big data. Cognizant would recommend that the proof of value exercise be conducted as a time boxed fixed price project. We can however also off the service as a T&M project as per our SFIA rate card for analytics. The following diagram illustrates a combined Strategy and Roadmap implementation with a proof of value exercise through our best practice BAVA approach: BIG DATA DEVELOPMENT SERVICES Big Data development services provide the tools and people to turn the Big Data roadmap into reality. The shape of the implementation will be aligned to the use cases and technology platform and can be delivered in a standard waterfall methodology or the preferred approach of an agile project. Our Big Data experts form part or a thriving global team of industry leading implementers of Big Data solutions. These solutions have achieved measurable ROI for the organisations involved including A twenty million pound saving through reduction of churn via machine learning on Big Data A 75% improvement in real time fraud prevention A 750k year on year savings through offloading data to a Big Data platform Page 9

10 Big data projects can be delivered in waterfall development cycles which can be aligned to Prince 2 governance structures if required. We can also adopt an agile approach with certified Scrum Masters experienced in data driven delivery. Given the depth and breadth of tools and use cases in the big data world Cognizant will work with an organisation to identify and manage the implementation of big data in the most appropriate way. This will include leveraging our partner relationships with big data providers where appropriate. This partner network includes Cloudera Pivotal Hortonworks Syncsort Mark Logic Splunk SAP Microsoft Amazon Web Services Teradata Informatica Finally because the testing of a BI solution is not the same as standard application testing Cognizant formed a dedicated BI Quality Assurance function, BISQuad. These testers will be engaged to de-risk the delivery and ensure the user s use case outcomes are met. Big data development projects can be delivered under T&M using the analytics SFIA rate card or as a fixed price engagement. Cognizant can take full ownership of the delivery or add expertise to an existing big data delivery team. BIG DATA SUPPORT SERVICES The big data support services provide the tools and expertise to run a big data platform. These include the following Business As Usual operation of the platform Execution of data refreshes Management and closure of support tickets (using an organisation s ticket solution) Help Desk services User support User training Minor enhancements to the big data solution Support services can be provided in shift patterns ranging from UK working hours through to full 24/7 operational support. We also provide out of hours on call services. Our support experts can be based out of the UK or India or a combination of both to drive longer support windows. Page 10

11 Normally support would be on a monthly service charge aligned to a service level agreement. However these services can be provided on a traditional fixed price fixed duration model or through T&M charging. COGNIZANT S INFORMATION MANAGEMENT CAPABILITY The Cognizant Information Management practice has been recognised by analysts and our customers as industry leading. For more information on Cognizant Information Management please go to Page 11

12 APPENDIX 1 SERVICE COMMERCIAL DETAILS Backup / restore and disaster recovery that will be provided On-boarding and Off-boarding processes/scope Service management detail Service constraints Not applicable Not applicable Not applicable Not applicable (e.g. maintenance windows, level of customisation permitted, schedule for deprecation of functionality / features etc.) Service Levels Financial recompense model for not meeting service levels Training Ordering and invoicing process Termination terms Data restoration / service migration Consumer responsibilities Technical requirements (including service dependencies) Details of any trial service available Where the Gcloud Services do not include a feature listed in this Schedule the Service We would expect to agree service levels with individual clients dependent on their specific needs as defined in the Statement of Works (SOW) To be defined in the individual SOW To be defined in the individual SOW Services can be ordered through the placement of a purchase order, our expectation is that as this is a Lot 4 service an agreed SOW will be developed to define the deliverables. Unless otherwise set out in the SOW, Cognizant will invoice the Client for all Fees and reimbursable items payable monthly in arrears. The Client will pay each invoice within thirty (30) days of the date of such invoice, provided that the Client may withhold payment of invoiced amounts disputed in good faith pending resolution of such good faith dispute. These terms are detailed in clause 10 of our provided MSA Not Applicable These are detailed in clause 4 of our provided MSA These are detailed in clause 4 of our provided MSA Not Applicable Not Applicable Page 12

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