Capstone Paper Building Business on the Cloud. Benjamin Manyara Chaitanya Nutakki Charlie Milligan Susri Anuradha Vijai Chalamkuri

Transcription

1 Capstone Paper Building Business on the Cloud Benjamin Manyara Chaitanya Nutakki Charlie Milligan Susri Anuradha Vijai Chalamkuri 12/18/2010

2 TABLE OF CONTENTS 1 EXECUTIVE SUMMARY PROBLEM STATEMENT PROPOSED SOLUTION BUSINESS REQUIREMENTS BUSINESS DRIVERS AND BENEFITS SCOPE AND STAKEHOLDERS... 5 Figure A - Key Stakeholders REQUIRED FUNCTIONALITY... 6 Use-Case 1: Sales Representative Login and Ordering Workflow... 6 Use-Case 2: Customer Login... 6 Use-Case 3: Sales Reporting AS-IS BUSINESS PROCESS... 7 Figure B - As-Is Business Process TO-BE BUSINESS PROCESS... 8 Figure C - To Be Business Process TECHNICAL REQUIREMENTS: ARCHITECTURAL APPROACH System Functions and Components Business Context Diagram Figure D - Business Context Diagram SOFTWARE SOLUTIONS Vendor Selection Development Platform and Approach NETWORK LEVEL ARCHITECTURAL VIEW Figure E - Network Level Architectural View DEPLOYMENT PLATFORM AND MODEL SYSTEM METRICS INTEGRATION CLOUD MANAGEMENT FRAMEWORK AND INTEGRATION METHOD Figure F - Queplix Application/Data Management Platform for GLOCO DATA DESIGN AND MANAGEMENT AS-IS DATABASE DESIGN TO-BE DATABASE DESIGN Benjamin, Chaitanya, Charlie, Susri, Vijai Page 2

3 5.3 DATABASE DESIGN SPECIFICATION OPERATIONAL CONSIDERATIONS NON-FUNCTIONAL COMPONENTS LAUNCHING THE IT SOLUTION INTO BUSINESS OPERATIONS ITIL SERVICE OPERATIONS SERVICE KNOWLEDGE MANAGEMENT EVENT MONITORING TOOL PROJECT MANAGEMENT DEPLOYMENT ACTIVITIES MAINTENANCE PROJECT TIMELINE DELIVERABLES PROJECT SUCCESS METRICS DELIVERY, DEPLOYMENT AND ROLLOUT RISKS, DEPENDENCIES AND CONSTRAINTS APPENDIX 1 - PRIMARY COMPETITORS APPENDIX 2 - SCREENSHOTS FROM THE NEW ORDER APPLICATION APPENDIX 3 - SWOT (Strengths, Weaknesses, Opportunities & Threats) ANALYSIS REFERENCES Benjamin, Chaitanya, Charlie, Susri, Vijai Page 3

4 1 EXECUTIVE SUMMARY 1.1 PROBLEM STATEMENT GLOCO is a multi-national medical equipment manufacturing company headquartered in Cambridge, MA. In its first 9 years it has expanded quickly by building plants and acquiring other companies. GLOCO s Information Technology and Communication (ICT) organization is tasked with cutting costs while maintaining existing applications and implementing new business initiatives. GLOCO currently spends 490M on ICT, which is 7% of its total revenue. This is much higher than the industry average of 4%. GLOCO has formulated a strategic objective of giving its customers and employees cloud 1 accessibility. 1.2 PROPOSED SOLUTION GLOCO has engaged our firm, Cloud-U Consulting, to migrate applications to the cloud. We are experienced in customizing and implementing cloud-based solutions for enterprise and mid-level businesses. We will examine current processes in light of how they could be streamlined and implemented in Salesforce. We propose to build a custom order application on Force.com, which is a Platform as a Service (PaaS) part of Salesforce, a cloud-based service provider. This solution will provide customers access to the order system, where they will be able to place orders online without having to contact GLOCO s sales representatives. GLOCO s employees will now be able to access to order management system from outside of GLOCO's intranet without needing to use a VPN. This will allow them to maximize sales and resolve issues more efficiently. 2 BUSINESS REQUIREMENTS 2.1 BUSINESS DRIVERS AND BENEFITS Internet accessibility of the web-based ordering system to GLOCO s employees and customers. Reducing infrastructure, software and maintenance requirements. Eliminating the need for an in-house disaster recovery solution. Automatic upgrades, shared resources and other features of multi-tenancy. 1 Cloud computing is a general term for anything that involves delivering hosted services over the Internet. These services are broadly divided into three categories: Infrastructure-as-a-Service, Platform-as-a-Service and Software-as-a-Service. Benjamin, Chaitanya, Charlie, Susri, Vijai Page 4

5 2.2 SCOPE AND STAKEHOLDERS The scope of the proposed solution is confined to GLOCO s ordering system. The key stakeholders are: ICT SALES & MARKETING CUSTOMER SERVICE CLIENT RELATIONSHIP MANAGER SENIOR MANAGEMENT CUSTOMER Figure A - Key Stakeholders 1. Information Technology & Communication (ICT) department: As an in-house operation that manages GLOCO s technological infrastructure, ICT will play a major role in the analysis and implementation of this project. ICT will also undergo some changes in employee responsibilities in the latter stages, and its employees will be trained on the new system. 2. Sales & Marketing: Sales and Marketing personnel will have web access to the new system, making it easier for them to access critical data while on the field. 3. Customer Service: Customer Service personnel will be trained on the new system so that they will be able to support users. 4. Client Relationship Management (CRM): Client relationship managers will be responsible for ensuring that their clients' transition to the new system succeeds. 5. Senior Management: Executive sponsorship is imperative for the success of this project. 6. Customer Service: Customer Service personnel will need training on the new system to be able to support users. Benjamin, Chaitanya, Charlie, Susri, Vijai Page 5

6 2.3 REQUIRED FUNCTIONALITY Use-Case 1: Sales Representative Login and Ordering Workflow As-is scenario: Sales representatives in the field must first access GLOCO s private network through VPN and then log into the current ordering system. To-be scenario: Sales representatives in the field will have web access to the new ordering system. The Force.com platform will be configured to categorize product catalogs and differentiate pricing models based on region. Use-Case 2: Customer Login As-is scenario: This use-case is not currently supported in GLOCO s existing Siebel ordering system. To-be scenario: Customers will have web access to the new ordering system. Use-Case 3: Sales Reporting As-is scenario: With the current Siebel CRM system, generating sales reports is a manual task requiring the use of Crystal Reports. To-be scenario: Salesforce provides out-of-box reporting capability that can be leveraged, configured and customized easily. Benjamin, Chaitanya, Charlie, Susri, Vijai Page 6

7 2.4 AS-IS BUSINESS PROCESS Figure B - As-Is Business Process A step-by-step description of this process flow is provided in detail below. 1. Customer logs in to the Customer Order website. Initial login requires the Customer to get registered or verified in the Customer database by a Sales Representative. 2. A product is selected and checked against the Inventory database. 3. The price of the selected item is supplied by the Price Model database. 4. On successful credit verification, the order is placed on the Order database. 5. A shipping confirmation is sent to the user. Benjamin, Chaitanya, Charlie, Susri, Vijai Page 7

8 2.5 TO-BE BUSINESS PROCESS Figure C - To Be Business Process A step-by-step description of this process flow is provided in detail below. 1. The ordering portal is available in the Salesforce cloud. 2. A customer is registered by a customer service or sales representative. 3. A product is selected and checked against the Inventory database. 4. The price of the selected item is supplied by the Price Model database. 5. On successful credit verification, the order is entered on the Order database. 6. A shipping confirmation is sent to the user. Benjamin, Chaitanya, Charlie, Susri, Vijai Page 8

9 3 TECHNICAL REQUIREMENTS: 3.1 ARCHITECTURAL APPROACH System Functions and Components The order management system on the cloud interfaces with the Queplix 2 Cloud Management Solution to access entities within GLOCO s infrastructure. Queplix provides a set of web-service interfaces which enables querying GLOCO s Siebel CRM system, taking the data and storing it as virtual metadata in the Queplix interface. This data is also accessible from the cloud. The order management system on Force.com has the following system functions: Customer Login Sales Agent Login Sales Agent Workflow Order Placement Order Fulfillment Sales Reporting The following components support the system functions above: Customer Component Product Component Payments Component Order Component Note: These are reusable components; therefore there are fewer components than system functions. 2 Queplix Corporation is a US-based software company. It produces software platform designed to accelerate adaptation of enterprise cloud computing architectures. Queplix Virtual Data Manager provides automated integration of cloud and on-premises application. Benjamin, Chaitanya, Charlie, Susri, Vijai Page 9

10 3.1.2 Business Context Diagram Figure D - Business Context Diagram The Customer, Inventory and Price Model databases and Support applications will remain in the GLOCO environment, while the Order application and Order database will move to Force.com. The middleware is provided by Queplix, a cloud management system provider. 3.2 SOFTWARE SOLUTIONS Vendor Selection Competitive analysis performed by Cloud-U Consulting for selecting a cloud partner and cloud management solution provider considered numerous vendors. We selected Salesforce.com as the cloud partner and Queplix as the cloud management solution provider. According to Gartner, Salesforce.com is one of the leaders in SaaS offerings. Gartner places Salesforce.com in the Leaders Quadrant in the 2009 CRM Magic Quadrant. 3 We have done a SWOT 4 analysis on the following companies: Salesforce.com, Oracle and Sage. Salesforce.com is set apart from the other companies by providing value with its well-conceived application development platform and ability to work without user installed software See Appendix-1 for SWOT. Benjamin, Chaitanya, Charlie, Susri, Vijai Page 10

11 Salesforce doesn t have an order management system in their main product line. Cloud-U Consulting has established that the few order management system solutions available on Salesforce s AppExchange platform do not fit GLOCO s requirements. Therefore, we decided to use Salesforce s Force.com, a Platform as a Service (PaaS), where we will build and customize the order management application in the cloud. Cloud-U Consulting has chosen Queplix to provide the Cloud Management Interface which will map GLOCO s in-house databases to the cloud application. In choosing the cloud management provider, our due diligence has established that Queplix is the leader in the data virtualization market. Queplix offers its products for integration of applications and also for synchronizing the data that reside in different places 5. Queplix is more object-oriented and hence it lends to the business-oriented approach. It also provides for features such as polymorphism, inheritance and encapsulation which make it easier to interface and integrate with other applications Development Platform and Approach Force.com has a robust development platform which enables faster, cheaper building and delivering of applications than traditional software platforms. Apex is the strongly-typed, Java-like programming language which runs on and provides the logic layer for Force.com. Visualforce is an IDE which is based on the popular open source Eclipse IDE. Data records in Force.com are stored in persisted database objects called SObjects, rather than in tables. Data Manipulation Language (DML) consists of Salesforce.com Object Query Language (SOQL) and Salesforce.com Object Search Language (SOSL), which are used to store, adjust and delete data. Visualforce employs the Model-View-Controller (MVC) software architectural pattern which separates application logic from user interfaces, so both can be developed independently. Models have SObjects or Apex classes, views have pages and components, and controllers have standard or custom behavior defined in Apex. Every Visualforce page has a unique URL, and when the page is accessed it gets presented by a server on Force.com. Cloud-U Consulting developers will use Visualforce as much as possible, but they will modify or write Apex functions wherever needed. A Visualforce page can be set up to render in many ways, including as a tab near the top of the screen, as part of a standard page layout, or in response to a custom or over-ridden standard button or link. AJAX components can be added to enable partial page updates which maintain user context. Cascading style sheets can be added to adjust the overall look. Content can be set up to be rendered as PDFs by the server before being presented to the browser. Mobile browsers can also be accommodated. Force.com requires testing new Apex code prior to deploying it. The code must be tested in a Sandbox, which is a test environment which mimics the current production environment. New code cannot be deployed until at least 75% of it has been successfully tested with unit tests. Every use case needs to be successfully tested. 5 Benjamin, Chaitanya, Charlie, Susri, Vijai Page 11

12 3.3 NETWORK LEVEL ARCHITECTURAL VIEW Figure E - Network Level Architectural View The diagram above is a simplified network diagram showing the systems that are specific to GLOCO s ordering system. Given that GLOCO is a multinational company and realizing that the ordering system spans all geographical locations, the above diagram represents a high level schematic of the network architecture. GLOCO s corporate network is a high speed Ethernet secured behind Cisco firewall systems. Applications servers, databases servers and user systems are assigned unique IPs by one of the four domain controllers that manage IP and domain name assignments in the four geographical locations. Currently customers do not have direct access to the system; they make a call to the GLOCO Customer Service Desk. GLOCO employees who are out on the field may access the system through VPN portals which are assigned on a user basis. Qualified users are assigned a VPN connection which allows them access through the corporate firewall. Manufacturing companies rely heavily on shipping vendors, so it s in their best interest to have an efficient process for notifying vendors when shipments are ready. GLOCO has an application dedicated to keeping track Benjamin, Chaitanya, Charlie, Susri, Vijai Page 12

13 of their vendors which is integrated into the ordering system. In order to facilitate this process, GLOCO has secure VPN tunnels between its network and the most highly used shipping vendors. Third party credit checking is done over the Internet whenever a new customer is to be added. Queplix will have secured T1 lines into the GLOCO network and into Salesforce in order to perform the necessary entity mappings and data migration. 3.4 DEPLOYMENT PLATFORM AND MODEL The deployment model is cloud / platform as a service. We will create the order system application using Force.com. After modifications and testing are complete, we will move it from the Sandbox s testing environment to Force.com s production environment. No additional hardware will be needed on the GLOCO side. 3.5 SYSTEM METRICS System metrics: Of GLOCO s 29,000 total employees, approximately 400 work in sales, and 800 work in customer support. Each salesperson uses the order system an average of 15 times per week, for 5 minutes to 20 minutes each time (average 8 minutes), or 120 total minutes. Each customer support person uses the order system an average of 40 times per week, for 2 to 9 minutes each time (average 4 minutes), or 160 total minutes. Current availability of the Seibel system is very good, with less than an hour of unscheduled downtime per month. The average user is only unable to use the system once every three months, so there are approximately 400 such incidents per month. With Salesforce implementation, expected availability will be better because of intense system monitoring. The response time of the new system should be similar to that of the old system. Performance is predicated on there being adequate, reliable Internet bandwidth at the various user locations. Any scaling needed for increased traffic will be handled by Force.com. 4 INTEGRATION 4.1 CLOUD MANAGEMENT FRAMEWORK AND INTEGRATION METHOD As our selected cloud management vendor, Queplix will integrate GLOCO with Force.com. The diagram below provides a high level description of the integration model. Benjamin, Chaitanya, Charlie, Susri, Vijai Page 13

14 Figure F - Queplix Application/Data Management Platform for GLOCO This integration process is described below. Connectivity: The first step is to connect applications, databases, files, web services, and XML schema. This layer hosts the authentication codes and network level information necessary to make the connections. Virtual Metadata Directory: The virtual metadata layer retrieves the meta-data (data representing data) relating to the entities and places them in a virtual store. Entity Mapping: This layer maps the data model of the source application with that of the target application using the meta-data in the virtual store. Entity Extraction Engine: This engine is a high level interface that allows for querying the entities. Administration: This layer provides an environment with which users can administer the interface. IT managers need to monitor all real-time integration activities, handle exceptions, and provide proactive support for forecasted problems. The administration part of the framework consists of a web management console that enables managers to monitor integration operations remotely. Benjamin, Chaitanya, Charlie, Susri, Vijai Page 14

15 5 DATA DESIGN AND MANAGEMENT 5.1 AS-IS DATABASE DESIGN Order Schema Figure G - Order Object Schema The schema consists of Orders, OrderDetails and Payments tables. The Orders table holds the customer s number, order date and the current status of the order. The OrderDetails table holds detail information relating to the order, ordered product, price of the product, discount if any applied to the order and the order quantity. The Payments table holds payment information, payment type (credit card or bank card), payment date and the status of payment transaction Customer Schema Figure H - Customer Object Schema Benjamin, Chaitanya, Charlie, Susri, Vijai Page 15

16 The schema consists of Customers and CustomerAddress tables. The Customer table holds customer contact and payment information. The CustomerAddress table holds customer address, contact address, billing address and shipping address information Inventory Schema Figure I - Inventory Object Schema The schema consists of Products, Category and Suppliers tables. The Products table holds product information, unit price information, weight and stock information. The Category table holds product category name and description. The Suppliers table holds company name, contact name and address, and payment method information. Benjamin, Chaitanya, Charlie, Susri, Vijai Page 16

17 5.2 TO-BE DATABASE DESIGN Order Schema Figure J - New Order Object Schema The Order Object Schema represents the column details of the Order table. The following are the main functions of this object: Orders will be placed and collected via the Ordering web application. This application will be available to Customers and Sales Representatives through the public Internet. Orders can either be placed directly by a Customer or by a Sales Representative. The collected ordering information will be stored in the Order object. Benjamin, Chaitanya, Charlie, Susri, Vijai Page 17

18 5.2.2 Payment Schema Figure K - Payment Object Schema The entity above represents the column details of the Payment table. The following are the main functions of this object: The payment object stores Payments information. The collected payment information will be stored in the Payment Object Product Schema Figure L - Product Object Schema The entity above represents the column details of the Product table. The following are the main functions of this object: Product information is collected through Product tab. The Product tab will be available only to Admin users. The collected product information will be stored in the Product Object. Benjamin, Chaitanya, Charlie, Susri, Vijai Page 18

19 5.2.4 Account Schema Figure M- Account Object Schema The entity above represents the column details of the Account table. The following are the main functions of this object: Account information is collected through the Account tab. The Account tab will be available only to Admin users. The collected information will be stored in the Account Object. Benjamin, Chaitanya, Charlie, Susri, Vijai Page 19

20 5.3 DATABASE DESIGN SPECIFICATION The following diagram represents the data flow process of the new ordering system. These are the detailed steps for data flow process: Figure N - Data Flow Process User logs in to Force.com. User is verified agains`t customer DB located in GLOCO. Data is transferred by the cloud management solution. Product catalogue is retrieved from GLOCO s inventory DB and presented for user selection. Product pricing is retrieved from GLOCO s Price Model DB and presented to the user for selection. Order is placed. Benjamin, Chaitanya, Charlie, Susri, Vijai Page 20

21 After order placement, a credit check is performed against a third party credit agency. Product shipment request is sent to the selected shipping vendor. Order is complete. 6 OPERATIONAL CONSIDERATIONS 6.1 NON-FUNCTIONAL COMPONENTS Salesforce.com offers many non-functional or supporting components. As part of their cloud offering Salesforce helps monitor and manage the system. They also provide Training and Certification, Consulting and Support. Salesforce.com non-functional components include administrative tools, content management tools, monitoring and logging tools, analytics tools, etc. which help manage users, data, and the overall order system. GLOCO has many non-functional components including: Training Program Classroom based instructor training for new ordering system will be provided by Cloud-U staff. Recorded webinar sessions for Customers and Sales Representatives will describe usage of the New Ordering System. Content Management GLOCO s knowledge portal will be leveraged to record issues identified on the New Ordering System. Help Desk There will be two service level desks Training Salesforce.com have specialized training options for employees in different roles. They also offer certification for the key users of the system. Cloud-U will also provide training to familiarize people with the new application. Training for Systems Administrators will be crucial for the adoption of this new system. Training will be provided in different forms such as class room based instructor training sessions as well as recorded Webinar sessions that will be made available on the Intranet for internal GLOCO users. The sales and marketing departments will post the recorded Webinar training sessions on the company s website and on the home page of the customer portal when the system goes live. Benjamin, Chaitanya, Charlie, Susri, Vijai Page 21

22 6.1.2 Content Management: The content within the Order system will be managed by GLOCO ICT staff, and all metrics will also be collected and analyzed on the cloud. We plan to take advantage of extensive online documentation at Salesforce.com for the day-to-day training necessary to use the Salesforce.com platform. Issues which arise during the operation of the order system will be documented, and their solutions will be kept in knowledge-based articles in GLOCO s knowledge portal Help Desk: The following are GLOCO's two service desk levels: Level 1: A GLOCO service desk level 1 technicians will entertain each incident or change request, log it into the GLOCO ticketing system, categorize it by type, and assign it to the appropriate group. The main categories will be Applications, Systems and Network. Level 2: GLOCO service desk level 2 will be comprised of the Applications, Systems and Network groups. Each group will be assigned tickets from the level 1 service desk and manage them appropriately. Any incident which is not part of a specific group will be handled collectively. GLOCO support technicians will require access to the Queplix and Salesforce support teams in case their help is needed. Each group will have access to the event monitoring tool to help troubleshoot tickets. 7 LAUNCHING THE IT SOLUTION INTO BUSINESS OPERATIONS Task Production of work flow templates Administering users Data content management Metrics collection Data governance Who and How Workflow templates for Sales Representatives will be developed on Force.com by Cloud-U s developers. The templates will be produced as a set of web screens. Customer Service will register Customers on the Ordering System. Once registered, their profiles will be managed by GLOCO s system administrators. Orders are stored in the Orders database on Force.com, so the order content will be managed by Force.com administrators. Custom reports including Metrics reports will be built by Cloud-U developers on Force.com. GLOCO Sales and Marketing department is responsible for data governance. Figure O - IT Solution-Workflow Template Benjamin, Chaitanya, Charlie, Susri, Vijai Page 22

23 8 ITIL SERVICE OPERATIONS Figure P- ITIL Service Operations Cloud-U is prescribing a service operation model that includes a ticketing system, two service desk levels and an Event monitoring tool. The GLOCO Ticketing system will have reporting capabilities that will allow metrics to be extracted and established. For example the number of incidents, downtimes and performance levels will be monitored. 8.1 SERVICE KNOWLEDGE MANAGEMENT The Ticketing system will feed into a knowledge management repository, which will be updated as each incident is recorded in the ticketing system. Benjamin, Chaitanya, Charlie, Susri, Vijai Page 23

24 8.2 EVENT MONITORING TOOL The GLOCO Event monitoring tool will pull logs from the Application, Systems and Network systems associated with the ordering system. All this data will be compiled, and the results will be displayed in a dashboard. Application: Since the application will be on the Salesforce cloud, a real time FTP process will be in place to feed into the Event monitoring tool. The logs from the Force.com application will be sent to GLOCO using FTP. Systems: The remaining systems residing within the GLOCO infrastructure will feed into the monitoring tool by use of WMI (Windows Management Instrument) calls. Each system will push hardware, security and diagnostic logs to the tool. Network: The network devices associated with the Order system will also feed network traffic logs to the tool. 9 PROJECT MANAGEMENT 9.1 DEPLOYMENT ACTIVITIES Deploy New Ordering System on Force.com. Deploy customized Queplix system to establish connections from and to the Ordering system to GLOCO systems. Enable firewall ports on GLOCO network to setup connections from Queplix. Build Order database on Force.com and migrate order data from GLOCO database servers. 9.2 MAINTENANCE Define procedures for Force.com application support. Define process for supporting, diagnosing and fixing Queplix related failures. Order database maintenance by Force.com administrators. Benjamin, Chaitanya, Charlie, Susri, Vijai Page 24

25 9.3 PROJECT TIMELINE Figure Q - Project Timeline Benjamin, Chaitanya, Charlie, Susri, Vijai Page 25

26 9.4 DELIVERABLES Benchmarking of the current order system will focus on measuring and recording its response times. A Cloud-U Consulting business analyst will interview stakeholders, current system users, and internal IT staff to gather requirements and produce a specification for the new order system. Cloud-U Consulting will help GLOCO negotiate SLAs (service level agreements) and contracts with Salesforce and Queplix. Provisions will address pricing, performance, required uptime, GLOCO's sole ownership of the data, data security, disaster recovery and backups, a ban on provider withholding of services, and an opt-out contract termination clause in the event of vendor financial instability. Cloud-U Consulting will write the alpha application, including Queplix integration to connect to external components, in a sandbox environment. Testing will be performed with a variety of use cases for users with different roles and permissions. Their observations and survey results will be incorporated into a beta application which they will also test. We will incorporate the feedback gathered on the beta application into producing the go-live ready version 1.0 of the new ordering system. Senior helpdesk personnel will be trained on using and troubleshooting the application. Their input will be valuable for Cloud-U Consulting's trainer, who will produce a user training tutorial. The tutorial will have exercises to ensure user comprehension. A user who completes the tutorial should be ready to use the new ordering system. 9.5 PROJECT SUCCESS METRICS The following metrics will be assessed: Metric Moving of order database and application to the cloud Removal of Seibel order system Reported monthly unscheduled Force.com downtime Percentage of customers who try the ordering system Percentage of orders made directly by customers Minimum, average and maximum times per use Desired Result completed completed less than 0.1% per month more than 7%, 90 days from go-live more than 2%, 90 days from go-live at least as good as old benchmarks Removing the Seibel order system will free up resources and eliminate related costs. System unavailability previously only affected the average user four times per year. The new order application should be at least equally robust. The monthly expectation is less than 0.1% downtime, excluding scheduled maintenance. Benjamin, Chaitanya, Charlie, Susri, Vijai Page 26

27 Fewer sales resources will be needed over time as customers begin to order online. Minimum, average and maximum times GLOCO users spend with each use of the new ordering system are expected to be slightly higher than the corresponding pre-migration benchmarks. This is expected to correct itself as users get comfortable with the new system. 9.7 DELIVERY, DEPLOYMENT AND ROLLOUT The system change will involve migrating the order application and database from Seibel to the cloud. As the web application will be developed and tested in a Force.com sandbox, it will be easily deployable by simply moving it to production in the user interface. The first deployment will include the North American division of GLOCO. A link to the introductory tutorial and the helpdesk hotline phone number and link will be visible on the order screen. The rollout will feature an ed introduction and login instructions sent to the current Seibel users, with support people ready to address user incident and informational calls. The second deployment and rollout will feature the remaining divisions. The third deployment will be to customers. 9.8 RISKS, DEPENDENCIES AND CONSTRAINTS There are risks associated with using the cloud that may be absent from traditional models. Network bandwidth dictates speed of access to the order database, which could lead to variable performance of the application. Vendor lock-in: Integration with third party vendors such as Salesforce and Queplix causes a loss of cloud interoperability. Poor Service Level Agreements (SLAs): Inflexible, boilerplate SLAs are the norm. Transaction Time: The order database will be communicating with GLOCO's in-house database; the response time may be more. 9.9 RISK MITIGATION Network Bandwidth: GLOCO at all time should have dedicated T1 lines for efficient accessibility to cloud. Poor Service Level Agreements (SLA): Cloud-U Consulting will negotiate with Salesforce.com and Queplix to get the SLA as per GLOCO's need. Transaction Time: CRUD (Create, Read, Update and Delete) operation will be performed on the databases to increase efficiency. Benjamin, Chaitanya, Charlie, Susri, Vijai Page 27

28 10 APPENDIX APPENDIX 1 - PRIMARY COMPETITORS Benjamin, Chaitanya, Charlie, Susri, Vijai Page 28

29 APPENDIX 2 - SCREENSHOTS FROM THE NEW ORDER APPLICATION 2.1 Account Details Benjamin, Chaitanya, Charlie, Susri, Vijai Page 29

30 2.2 Accounts Benjamin, Chaitanya, Charlie, Susri, Vijai Page 30

31 2.3 Order Detail Benjamin, Chaitanya, Charlie, Susri, Vijai Page 31

32 2.4 Order Benjamin, Chaitanya, Charlie, Susri, Vijai Page 32

33 2.5 Product Detail Benjamin, Chaitanya, Charlie, Susri, Vijai Page 33

34 2.6 Products: Benjamin, Chaitanya, Charlie, Susri, Vijai Page 34

35 APPENDIX 3 - SWOT (Strengths, Weaknesses, Opportunities & Threats) ANALYSIS Key Success Factors/Themes Salesforce Oracle - On Demand Sage Software Branding Market leader. Very strong in enterprise databases, a software giant. Customer Service Strong customer service includes customer advocacy program. Less well supported than other Oracle products. Functionality Strong feature set. Limited features, lacks realtime information system. Licensing Full user license required for Full user license, not a pure all employees, not a flexible SaaS offering. SaaS offering. Middleware Integration Limited set of customization tools, but integrates well with web 2.0. Integrates well with other Oracle products and Siebel CRM. Pricing Expensive SaaS price point. Competitive SaaS price point. SaaS Offerings An SaaS pioneer and market Strongest in Sales Force leader. Automation (SFA). Offers hosted and on-premises solutions. SLAs Architecture Type Value Added Reseller and Partnership Support SLAs not standardized but negotiable. Multi tenant architecture enables cost savings. AppExchange lets customers buy or sell solutions. SLA agreement provides for good uptime, but is not negotiable. Single Tenant Standard Edition can't grow elastically. Poor VAR support Ranked the #2 CRM provider globally by Gartner. Multiple delivery options (on Premise and SaaS) complicate the support process. Strong features provide good end-user usability. Flexible per-user and external access licensing options. Easy customization and integration with Sage SalesLogic. Inexpensive single product price point. On-demand version is a smaller subset of the standard version. Good SLAs. Only single-tenant offered. Poorly compensated. Benjamin, Chaitanya, Charlie, Susri, Vijai Page 35

36 11 REFERENCES 1) Karlyn, Matt, The Legal Implications of Cloud Computing, Social Media and Mobility, CIO The Year Ahead Summit, November 9, ) Knoerschild, Kirk, Metrics: Improving IT Value, Justifying IT Investment, Burton Group, February 23, ) Reeves, Drue, Cloud Computing: Transforming IT, Burton Group, April 20, ) Cartlidge, Alison et. al., An Introductory Overview of ITIL V3, Version 1, The IT Service Management Forum, Benjamin, Chaitanya, Charlie, Susri, Vijai Page 36