Managed Services Portfolio. MindCraft Software Pvt. Ltd.

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1 MindCraft Software Pvt. Ltd. 2011

2 managed services We at MindCraft believe in a Partnership Engagement Model and endeavor to be an extension of your team, while we strive to deliver value to you and your business. We grow as you do. We aim at being strategic partners to our customers where we strive to convert the existing norm of capacity based relationships that limit us to being mere suppliers of IT capacity by Staff Augmentation and T&M Contracts. An extension of your team, especially in today s increasingly competitive business, world which not only demands a quick response and turn-around time, but more importantly a higher return on investments for IT dollars and stability predictability of your IT environment. The need of the hour is for internal organizations to simplify and streamline their services arm and focus on integrated business solutions. To address these challenges MindCraft offers a complete Managed Services Model where services are available and tiered based on your business and technological needs and budgets. All our Managed Services are backed by clear Service Level Agreements, because when it comes to our customers we leave nothing to chance! MindCraft provides services for customers on mutually agreed scope and the outcomes measured by Service Level Agreements and Key Performance Indicators; all this for a fixed price. The services are proactively managed by MindCraft with minimal management overheads for the customer. MindCraft employs Industry Best Practices while managing a customer s services end to end. Our framework allows our customers to benefit since we leave no stone unturned; scope management, pricing models, governance and reporting mechanisms and delivery structures. We ensure quality assurance, knowledge management, test management, project management and transformation. 2

3 managed services model Business Benefits Cost effective gain and access to world class consultants Reallocate and optimize existing internal resources to grow business Flexible and agile as well as 24 x 7 x 365 availability Secured and proactive management Greater Efficiency and focused expertise Hassle-free management Higher accountability Increase operational efficiency Reduce and control operating costs High quality SLA s and low cost Round the clock monitoring 3

4 Infrastructure Service Stack 1. Integration Platforms 2. Middleware 3. Databases IBM Message Queue, IBM Message Broker, IBM Process Server, IBM WebSphere ESB, IBM WebSphere TX, WebSphere Portal Server, Oracle Portal Server, LifeRay Portal Server IBM WAS /WAS ND, IBM Commerce Server, Oracle Application Server, WebLogic, Pramati, JBoss, Apache TomCat, OBIEE Oracle, DB2, IBM Informix, MS SQL Server, Sybase ASE, Sybase IQ, Sybase ASA 4. Security Anti-virus, Anti-Spam, Firewalls, Intrusion Prevention Systems 5. Network Monitoring Tivoli 6. Messaging Systems MS Exchange, Lotus Notes 7. Operating Systems AIX, Solaris, HPUX, RedHat, Suse Middleware Business as Usual Planned Activities 1. Help Desk Management 1. Capacity Planning 2. SLA Management 2. Configuration HA Clustering 3. Performance Tuning Load Balancing 4. Monitoring & Governance SSL / SSO Configuration 5. Troubleshooting LDAP Configuration 3. Installation 6. Backup & Restoration 4. Migration 5. Consulting on Technical Architecture & Design 4

5 Operating Systems Business as Usual Planned Activities 1. Installation 1. Security & Hardening 2. Maintenance & Up-gradation 2. Name Server Implementation & Support (NIS / NDS) 3. User Management 3. NFS Implementation & Support 4. Backup & Restoration 4. Auditing & Accounting 5. File System Management 6. Access Management 7. Logical Volume Management 8. Job Scheduling & Maintenance 5. Virtual Partition Support 9. Disk Space Management 10. Troubleshooting & Support Databases Business as Usual 1. Database Administration 2. Installation / Configuration (all supported platforms) Planned Activities 1. Set up Data Replication for DR / stand by Databases 2. Upgrades 3. Troubleshooting 3. Migration (all platforms / hardware 4. Monitoring Data Replication 4. Setting up High availability (clustering) 5. Backup & Restoration 5. Consulting on Technical Architecture & Design 5

6 delivery model 1. Strategic Outsourcing: This phase involves gathering of requirements, analysis of existing systems and processes, clarifications, review, specifications and sign-offs. Outsourcing software development is increasingly being recognized as a key strategic tool, which creates a significant competitive advantage for MNCs and Software Services Companies. MindCraft follows a comprehensive offsite delivery model and utilizes a mix of Onsite and Offsite engagements, thus providing the customer the twin advantage of reliability and reduced costs. The Onsite-Offsite engagement is strongly supported by a robust infrastructure and a remote delivery process to ensure that the customer is in control of the project at any given time. The strategy also involves executing projects for a specific customer with a dedicated team of engineers, providing software development, testing and support services as the case may be. MindCraft aims at ensuring effective communication, technological domain expertise, quality and information security. 2. Team Structure: During the initial phase MindCraft would send consultants with domain expertise so as to understand the clients requirements and also to identify components that can be transitioned offsite. The MindCraft team will accordingly set up an Offsite Development team, with a combination of Offsite and Onsite staffing depending on the continuous needs of the client. As the clients needs grow and / or change, the team composition changes to suit the requirements. The Team renders its services with a defined set of roles and responsibilities which are defined at the start of the project and are unique to each requirement. The team envisaged can be modified and revised based on the exact requirement and can work in complete Offsite Mode or with an Offsite-Onsite Mode depending on the requirements thereof. All projects handled have clearly defined parameters in terms of deliverables, responsibilities, time frames and reporting structures. Projects are monitored to confirm to the parameters to prevent time and cost over-runs and customers are periodically informed of project status. Changes in the project plan are planned and initiated whenever required depending on the progress of the project. 6

7 DELIVERY TEAM CUSTOMER CONNECTS A broad outline of the team and its roles and responsibilities are as under: ROLES Project Manager Business Unit Head Subject Matter Expert Team lead Technical Consultants RESPONSIBILITIES Identifying and planning projects Ensuring supply of quality standards to be used for the project End to end communication with the client and progress / status reporting Project reviews with client and MindCraft team First point of escalation for the client Providing resource information, effort and time estimates Planning, acquiring and allocating resources with requisite skill-sets Project initiation Ensuring implementation and maintenance of quality systems Ensuring security and access issues during project execution Ensure timely back-up based on agreed back up methods and frequency Document reviews and ensuring deliverable dispatch is done Onsite Level 2 escalation for client Assisting project manager in identifying and planning projects Ensuring adequacy of Offsite team Ensuring development of software in accordance with quality systems Maintaining and providing progress reports and updates Project reviews with client and MindCraft team Reviewing all documents and deliverables before customer delivery Escalation of issues within team Assistance in maintaining and building customer relations Helping business Unit Head in resource information, time & effort estimates Ensuring adequacy of specifications received from the client Planning and allocating the right resources with requisite skill-sets Developing software in conformance with quality systems and customer requirements Allocating tasks to the team and monitoring progress Guiding team members in software development Escalate issues to SME or Business Unit Head as & when required Work in accordance with Team Lead and Project manager Develop software in conformance with quality systems and customer requirements 7

8 3. Phased Approach: Once the project is initiated, progress is monitored very closely and the project plan establishes several monitoring points where detailed and periodic reviews are done. Escalation procedures come into effect whenever required. All practices and standards used by clients shall be implemented during the project execution. The project phases are outlined as under: PHASE Requirement Definition Planning Design Development Testing Acceptance PHASE OUTPUT Requirement discovery document Project approach document Design document Coding and Scripting Test strategy, implementation and automation User acceptance testing and user manual handover 4. Feedback Mechanism: Apart from periodic and regular reviews that address the technical progress of the project the MindCraft Client Servicing Team allocates an Account Manager that oversees the progress from a business standpoint and address challenges that the client might face. He serves as the liaison between the client and MindCraft and helps in understanding business objectives, client s needs, the measures to handle them and discussions on future requirements, ramp up plans etc. This provides a platform for an open session with the team that s ensures better communication and mutual understanding so as to ensure better synergy. The Account Manager acts as the SPOC (single point of contact) between the client and MindCraft and handles the engagement on a daily basis. Regular Communication via is insisted upon to ensure a smooth flow of the project. For more details visit our website: 8