Software Support Service

Transcription

1 Service Service Definition Government Procurement Service - G-Cloud Services III - Q-LOT4-17 February 2013 Contact: GCloud@sapient.com

3 Service 01 Executive Summary 01 Executive Summary SapientNitro s specialised and skilled support teams are available round-the-clock to provide application and infrastructure support for live systems. Our support services deliver cost-effective provision of continuous monitoring, ensuring business continuity and client satisfaction. Service delivery managers work closely with client support managers to maintain operational standards, knowledge management and service level agreements. Project Specification & Selection Agile & SapientNitro s G-Cloud Services Map SapientNitro is part of the Sapient group which has 35+ offices globally. As a group, we offer technology, marketing, branding and user experience services Sapient s approach is Agile-based and underpinned by 20 years of experience in delivering creative solutions to complex business problems on time and on budget. Our success rates are nearly three times the industry average We currently deliver cloud solutions internationally to both public and private sectors, such as government services, FMCG, leisure and tourism, and automotive COPYRIGHT 2013 SAPIENT CORPORATION 3

4 Agile & Service 02 Service 02 Service SapientNitro provides a dedicated full-time team led by a named Service Delivery Manager to provide round-theclock, high-value, cost-effective technology and operations support to cloud services. SapientNitro support teams are set up well in advance of service go-live and ensure a smooth transition from the build team to the support team. In addition, some members of the build team will move to the support team once the system is live to ensure continuity of service and knowledge Our support framework proposes the following specialised tracks of work and process areas with a set of key activities that can be tailored to client-specific needs. We work with clients to agree and adopt the best possible solution. Track description Application maintenance Incident management Track activities Preventative maintenance approach Performance tuning Assessment and capacity planning for cloud hosting workload Implementing long-term fixes Updating and maintaining technical documentation Providing continuous monitoring Implement firewall rules to allow third parties to access website and databases Work with network provider on policies for intrusion protection Single point of contact Triage and analysis Identify and resolve bugs quickly to minimise any outages Log incidents and track them to closure Keep documentation current as required Recommend optimal enhancements; processes and cost savings Ongoing status reporting Problem management Investigate the underlying cause of incidents Address the root cause of the incidents Helpdesk to log problem/incident reporting COPYRIGHT 2013 SAPIENT CORPORATION 4

5 Agile & Service 02 Service Track description Quality assurance Track activities Quality assurance testing Creation of test plans and test scripts Automated testing with our Scimitar tool Execute functional and performance testing Change management Change Policy put in place All proposed modifications overseen by Change Advisory Board Configuration management Identify all key attributes and configurations associated with the platform Use a Configuration Policy to version control all changes All the configurations will be recorded and audited periodically Release management Ensure all releases are handled accurately with minimal loss of time A Release Policy to manage release schedules for all deployments All changes tested in a test environment and signed off COPYRIGHT 2013 SAPIENT CORPORATION 5

6 Agile & Service 02 Service Track description Infrastructure support Track activities Set up VLAN for underlying infrastructure Set up and maintain underlying physical infrastructure Setup virtual machines/instances Set up monitoring on the instances Configure infrastructure threshold alerts Server administration, tuning and maintenance Establish and maintain security protocols and policies Manage the infrastructure hardware Install security and virus patches without causing any downtime to Virtual servers Create and maintain virtual machine images Provide physical/virtual load balancing and clustering mechanisms Service level management Implementing Service Level process Define SLAs that guide acknowledgement and response times Levels 1, 2, 3 support plan Service hours and triage and escalation protocols Service continuity and reporting Metrics (KPIs) driven evaluation of performance with risk/reward bonus/penalty measures Organisation management A unified helpdesk that is the entry point for all requests that is accessible via multiple points Provide a help and coverage model that provides users with a predictable support schedule Resource model with skills and geographic distribution to match needs and utilises resources with project knowledge COPYRIGHT 2013 SAPIENT CORPORATION 6

7 Agile & Service 03 About SapientNitro 03 About SapientNitro SapientNitro has more than 35 offices in North America, Europe and Asia and is the technology and marketing services group of Sapient (NASDAQ: SAPE), a leading global services and consulting firm. We provide a full range of services from branding, user research and experience design through e-commerce to sophisticated analytics and database management. We offer quantifiably the deepest technological capabilities of any agency in this space. At the heart of Sapient s culture is a drive toward client success through a deep and rich understanding of business and customer goals. We consider the following to be among our unique strengths that distinguish us from our competitors: Unique creativity We have capabilities ranging from above the line advertising to below the line marketing, interaction design, business strategy and merchandising and technology, all working with no silos and using the same set of processes. With all those capabilities under one roof, in a unified process we are able to create impactful solutions for our clients. Ability to deliver We deliver the right results with unmatched consistency. Our track record for delivery is second to none. Our clients value us for providing industry expertise and technologies that solve their most complex business challenges, and for creating solutions that achieve high adoption by end users and most importantly measurable business results. We have achieved a success for our clients at nearly three times the industry average (source: Standish Group). Technology No other agency has our depth of technical expertise. Over the past 20 years we have been pioneers in integrating open systems, client-server computing, distributed computing models, cloud computing, object-oriented analysis and programming. Our position as a technology innovator over the past decade is a strength that few firms can match. We view advanced technology as a means to an end, not the end itself. By starting with clear business objectives, we ensure that our solutions provide true business value and creative excellence. Core values Creating and maintaining outstanding relationships with our clients is fundamental to our success. Our excellent client relationships derive from involving clients deeply in projects and solutions we deliver, building a high degree of trust, a forthright and direct approach to client interactions, constant focus on doing the right thing for the client, and a commitment to making the overall experience a positive and enriching one. In fact, in our last client feedback survey, 95% of our clients said they enjoyed working with us. Today, our client satisfaction scores are the highest in our history. 3D SOUND MOTION APPS SEARCH CREATIVE EXECUTION MEDIA MOBILE MARKETING TECHNOLOGY USER EXPERIENCE WEB DEV & DESIGN COMMERCE STRATEGIC PLANNING DIGITAL MERCHAN- DISING INNOVATION LAB CUSTOMER INSIGHTS ANALYTICS RESEARCH COPYRIGHT 2013 SAPIENT CORPORATION 7