Beruflich Dokumente
Kultur Dokumente
31-Jul-2013
www.pathinfotech.com
Agenda
BUSINESS GROWTH
NEW NEW
INITATIVES INITATIVES
HIGH CUSTOMER SATISFACTION
COST SAVINGS
APPLICATIONS SUPPORT SUPPORT
IMPROVED QUALITY
Customer Benefits
Focus on business outcomes
Lower TCO, Year-on-year efficiencies
Guaranteed SLA compliance Methodologies
Improved application availability
Capabilities
24x7 Relationship
&
Best in class infrastructure Collaboration
Skilled resources.
Comprehensive Tools & Technologies
Robust Knowledge Base
RCCA Process
Business Processes Call Volume Reduction
Bottlenecks Early Warning Systems
Automation
Predictive Monitoring
Oracle
E-Business Suite Data Base
Consulting CRMOD/Fusion
& BI Analytics Administration
CRM & HCM
Oracle
E-Business Suite Data Base
Technology BI Application CRMOD/Fusion
R12 & R11 Administration
CRM & HCM
CEMLI/ RICE
Implementation Application & DBA
Services Development and
and Upgrade Support
Maintenance
• 150 +Resources
comprising Technology • Delivery Ownership
SMEs, Solution Certification • Domain Technology
Architects, DBAs, expertise
Functional, Technical Resources • Repository of reusable
and Core Oracle experts components
• Best practices and
knowledge sharing
• Standard Framework and
• Oracle EBS methodology
• Oracle CRMOD Method • Resource development
• Oracle Fusion CRM Oracle
• Oracle Fusion HCM
ERP & CRM CoE
• AIM, OUM
• Tool based Approach
• Implementation
• Version Upgrade
• Database
Administration
Experience
• Support and Services
Maintenance • 2000 + Person years of
• Consultancy experience in
• Dealing with CEMLI/ implementation and support
RICE components services
Well-defined SLAs
Dashboard for Metrics
Guaranteed Service Levels
Pro-active monitoring & health checks
Emphasis on self-service & Knowledge Base
YoY Productivity Improvement
ENVIRONMENT
SETUP
Classroom
Sessions Documentation Transition Tracking
Customer Path
Review focus
Quarterly
Relationship guidance
Strategic directions
Senior Management Program Health check
Engagement Manager
Achievements
Lessons learnt
Monthly
Quality
Metrics, Trends
Operations Manager Causal analysis Delivery
Best practices Manager
Future work
Staffing
Weekly
Operations Manager Project Status Delivery Manager
Task/Ticket status
Technical Staff Issue Resolution Technical Lead/Staff
Reviews
IT Governance
Service Desk Functional Support
BAU
QAG/ Projects Services Support Processes
IT Management
Metrics Transition
• ERP Incident Mgmt
• Acquisition Management
• LMS Service Request
• Implementation
• Atlas Change Mgmt
• Development
Architecture • Planet Problem Mgmt (RCA),
BPM, BI, KM ….. Monitoring, Config,
Build, Test, Release
BPM, BI, KM
Security
OLAs Availability,
Performance
SOX / Infra Hardware, Software, Networks, Telephony
Compliance Structure Data Center, BCP / DRP
Underpinning
Vendors OEMs 3rd Parties
Contracts
16
Transform the Delivery Model to the Next Level
Program Management Tools
What does the Customer think? VOC Issue / Risk Management System