Business Intelligence

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1 1 3 Business Intelligence Support Services Service Definition

2 BUSINESS INTELLIGENCE SUPPORT SERVICES Service Description The Business Intelligence Support Services are part of the Cognizant Information Management service family. Providing a support structure around business intelligence solutions and platforms. Services include user support, training, and minor enhancements and ticket resolution. 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 BI initiatives 7. All leading BI software tools 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 business intelligence 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 BUSINESS INTELLIGENCE SERVICES DEFINITION The business intelligence (BI) services enable an organisation to drive insight and value through the deployment of a suite of BI deliverables including reports, dashboards, alerts, data discovery and OLAP analysis. The world of BI delivery has grown in significance over the last decade and continues to evolve as the demands for management information and decision support grow within organisations across the whole public sector. The current world is data rich and insights poor the emergence of the Big Data phenomena and the push towards digital strategies is making the need for informed evidence based decision making a must have. Cognizant is a grass roots information management organisation and has been delivering BI solutions globally for over 20 years. Over the course of this delivery we have created a number of value add best practices, tools, processes and approaches for the delivery of BI solutions. These include the following of particular relevance for the public sector, details of which can be found at the end of this service definition: Platform For Information Value Management TM Behavioural Business Intelligence Integrated Social Media Analytics & Reporting Tool (ismart) TM The BI services cover all areas of the Business Intelligence lifecycle as follows: Page 4

5 The BI services can be combined with the following service families to deliver a full end to end information management platform: Data Integration and ETL services Data Governance Services Data Quality Services Master Data Management Services Advanced Analytics Services Data Modelling Services WHAT IS BUSINESS INTELLIGENCE The phrase Business Intelligence has become synonymous with reporting and analysis. Fundamentally Cognizant believes a business intelligence solution supports an organisation in making informed, evidence based decisions. Business Intelligence deliverables enable an organisation to Review where it has been and what has been happening Hindsight Standard reporting, regulatory reporting etc. Understand the state of the organisation today, what has led to this state, and any associated risks in the state Insight Dashboards, Scorecards, Event Monitoring Indicate if actions are needed to rectify a current situation Foresight Alerts When coupled with our Advanced Analytics service offerings the levels of Foresight increase dramatically with the introduction of statistical modelling, predictive analytics, and prescriptive analytics. The key driver for a business intelligence solution is the need for the business to decide to act (or not act) based on given information. Therefore Cognizant adopts a use case driven approach to the delivery of business intelligence solutions. The use cases are prepared in plain English and each one has a list of expected benefits that can be realised. There are a number of software vendors in the BI space and Cognizant has partnerships with all key players. We maintain vendor neutrality when working with our customers and can assist with an unbiased vendor selection based on the needs of the organisation. BUSINESS INTELLIGENCE STRATEGY & ROADMAP SERVICE 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 a business intelligence solution Analyse and understand their business intelligence needs Express those needs in stakeholder relevant use cases in plain English Page 5

6 Define key measurement criteria that would demonstrate value has been realised through business intelligence Define a set of enterprise metrics both for monitoring the state of the organisation and as a lever to change the behaviour of the organisation Build gamification into the BI requirements to drive healthy competitive behaviour within the organisation Build a strategic vision for the pervasive use of business intelligence 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 business intelligence solution Complete a vendor selection exercise to choose the right tools to meet the business intelligence needs of the organisation Complete a readiness assessment of the organisation s infrastructure and people to determine ease of adoption and implementation of analytics solutions Understand internal and external data sources that can contribute to business intelligence 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 Assess, Understand, and Identify as shown below BUSINESS INTELLIGENCE PROOF OF CONCEPT AND PILOT SERVICE The business intelligence proof of concept and pilot services enable an easy first step into the implementation of a BI solution. This will normally be the recommended first implementation step in a business intelligence roadmap. Cognizant normally refers to these deliverables as a proof of value as it is the business value that a business intelligence solution can bring that is the critical driver towards adoption. Page 6

7 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 business intelligence. These exercises can also be used to demonstrate the value a new BI tool can bring to an organisation or to prove that investment in a new data source for BI is justified. BUSINESS INTELLIGENCE DEVELOPMENT SERVICE The development of a business intelligence solution can follow a number of approaches or methodologies. Cognizant can deliver BI under Prince 2 if required and can also adopt an Agile methodology with certified Scrum Masters well versed in the delivery of BI solutions. We normally recommend a hybrid approach combining waterfall delivery to ensure key data is available in the underlying data models followed by an iterative agile approach to the delivery of the BI components. This later stage will involve the user community in regular reviews to refine the deliverables during the build phase. Where applicable Cognizant will leverage tools and accelerators from the Platform for Information Value Management TM to kick start the delivery process whilst leveraging proven best practice techniques and templates. If desired the BI development can adopt the principals of Behavioural BI TM with the creation of richer metadata around BI deliverables to enhance the user experience. 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. Business Intelligence development projects can be delivered under the T&M rate card or as a fixed price engagement. Cognizant can take full ownership of the delivery or add expertise to an existing BI function or delivery team. BUSINESS INTELLIGENCE SUPPORT SERVICE The business intelligence support services provide the tools and expertise to run a BI platform. These include the following Business As Usual operation of the platform Rebuilding of analysis cubes etc. Management and closure of support tickets (using an organisation s ticket solution) Help Desk services User support Page 7

8 User training Minor enhancements to the business intelligence 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. 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. PLATFORM FOR INFORMATION VALUE MANAGEMENT TM OVERVIEW A one stop shop for automating key activities across the information management project delivery lifecycle, spanning design, development, code review, data validation and maintenance, while ensuring collaboration and enforcing quality assurance at every stage. All information management projects involve activities that are time consuming, repetitive, complicated or impractical if done manually. Platform for Information Value Management helps simplify and accelerate these activities and brings about considerable effort savings through automation, enables reusability, standardizes processes and improves overall quality. Features & Benefits One stop shop for entire delivery lifecycle With 10 components that address key touch-points across the delivery curve, Cognizant's platform enables automation in a variety of ways and ensures faster turnaround. Automation includes code review, metadata consolidation, data validation, data comparison, data generation, test automation, impact analysis, operational auditing & data lineage analysis. Faster turnaround for delivery The platform enables automation across activities and guarantees effort savings ranging from 30% to 75% based on scenario complexities, frequency of occurrence, technologies used & data volumes covered. Development flexibility and compartmentalization Activities are unified across multiple technology layers, products and stakeholders in a single consistent and collaborative platform with the flexibility to address specific touch points relevant to the engagement. Global knowledge repository The platform accumulates best practices and key learnings from implementations to generate a feedback mechanism that lowers delivery times and costs even further. This Page 8

9 includes consolidation review checklists, data quality rules, test case templates & other reusable assets. For more information click BEHAVIOURAL BUSINESS INTELLIGENCE OVERVIEW When technologies change, so do consumer preferences. By surfacing critical insight from multiple sources into a single view, Cognizant s Behavioural BI helps your stakeholders achieve their objectives effectively. Cognizant s transformational concept, Behavioural Business Intelligence, addresses four key problem areas by improving the experience at all BI-user interaction points. Behavioural BI takes technology & service-enablement to the next frontier by impacting end-user experience and moulding itself to individual decision-making behaviours. Features & Benefits Collaborative environment Metadata and BI artefacts integrated with web and mobile devices improve digital information sharing through virtual collaboration. BI personalisation Behavioural BI caters to the changing decision-making behaviour of individual business users by role and usage. Zero entropy information delivery The solution provides a seamless user-experience by decoupling the presentation layer from the BI infrastructure and thus delivering a single view for users across the value chain, enabling insights in a multi-tool multi-bu environment. BI transparency BBI provides information and its related metadata in the same view, thereby encouraging the user's trust in the information... For more information click Page 9

10 INTEGRATED SOCIAL MEDIA ANALYTICS & REPORTING TOOL (ISMART) OVERVIEW Your citizens, customers, and suppliers are talking about you. Are you listening? Today s visionary enterprises are capturing insight from engagement to fuel innovation. Going social is a prime medium for organizations looking to digitally connect with their customers. Cognizant s integrated Social Media Analytics and Reporting Tool (ismart) leverages big data and analytics to bring insights to the management of their digital avatars and campaigns. ismart can help organizations measure ROI of marketing campaigns, brand effectiveness and product sentiment. Features & Benefits Comprehensive feed analysis with business intelligence & analytics solution ismart integrates with the organization s Enterprise Data Warehouse thus enabling a closed loop business intelligence. The solution comes with pre-defined dashboards, report templates, data models, scripts and sentiment analysis algorithms, ensuring quick implementation cycles with customers. Customisable to industry demands The solution is available as Software-as-a-Service or as a product to suit different customer needs. For example, ismart can be tailored for pharmaceutical industry by using custom crawlers for FDA and clinical trial sites. Flexible to data and architecture requirements ismart is capable of analysing data from other channels including s, text files, PDFs and excel files. The architecture also allows customers to choose the components they want coupled to their Enterprise Data Warehouse. For more information click Page 10

11 COGNIZANT S INFORMATION MANAGEMENT CAPABILITY The Cognizant Information Management practice has been recognized 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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