-------- ASM -------- Application Support & MaintenanceContentOffshoring MaturityASM Life CycleGlobal Delivery ModelCenter of ExcellenceOur Value ProositionAgenda!ransition ChallengesKey ChallengesCommunication GapProcess Gap Documentation Gap Knowledge GapCulture Gap Skill GapOffshore ChallengesKey Challenges""#""#$%#$'$#&%#&%#&(#"%#&%#0% 20% 40% 60%Cultural differences Vendors lac !usiness no"ledge#ac of perfor$ance $etrics%o process for specifying the "or#ac of pro&ect $anage$ent sillsMinor challenge Ma&or challengeOffshore projects are complex and need to be managed usingqualified managers and state of the art tools and processesService Delivery ExcellenceCusto$er '(aluationResponsiveness 22%Reliability 32%Assurance 19%Empathy 16%Tangibles 11%Appearanceof)hysical facilities* e+uip$ent* personnel*andco$$unication $aterials,A!ility to perfor$ the pro$ised ser(ice dependa!ly andaccurately-illingness to help custo$ers and pro(ide pro$pt ser(iceCaring* indi(iduali.ed attention the fir$ pro(ides its custo$ersKno"ledge and courtesy of e$ployees and their a!ility to inspire trust and confidence)acilities Manage*entDelivery Manage*entService ExcellenceCo*etency Manage*ent+elationshi Manage*entASM Vision !ranslationStrategy /oad$apFocusDriveOperationalExcellenceCost EfciencyTransformationHeadcountQuick WinsRiskChangeTransitionSLAEvolve Ofshoring StrategyGovernance1 Org Structure! "#$ Frame%or&' #eporting (o)el*(O1 SO+ #oll,out! Communication' Drive Ofshore'* Frame%or&1 *rocess! *erformance' *re)icta-ilityOffshore +oad*a

Offshore +oad*a

VisionStrategy+oll , Out-eadcount . Offshore&)ree/e Onsite-iring0Contractors"1ncentives for enabling Offshore$Launch 2uic3,4in SO4s'5+A to visit Offshore67uild Offshore!ea*s85no9ledge !rf : Mentoring;1*le*ent Offshore SLAs(7ench*ar3ingPerfor*anceS171L1!? !+A>S)E+'= Pilot8 L1VE OPE+A!1O>S"= PLA>>1>G :A>AL?S1S&= 1>CEP!1O>$= 5>O4LEDGE !+A>S)E+ Portfolio Assess*ent !ransition Manage*ent 7usiness As @sual@nderstand Client 7usiness1dentify Outsourcing OortunityConfir* Offshore Viability+evie9 Client Environ*entSLA Defined : AccetedA 2uality Plan 1ncororatedProBect Offshore +a* @Oerations Stabili/edLive Oerations 5ic3ed offOnsiteOnsite-Offshore OffshoreConsulting Transition Team DeliveryASM Life Cycle !ransition Model 1lo!al 0eli(ery ModelReverse Shadow OnsiteReverse Shadow OffshorePhase 1PlanningPhase 2 Knowledge TransferPhase 3 Responsibility TransferPhase 5 Value ddPhase !Steady StatePro"e#t PlanningKTOnsiteShadowS$%s&usinesss'sualValue dditionPlan ()eliveryKnowledge Transfer OffshoreS$ Responsibility $atri* S+S$ Knowledge &ase,lient -e*awareSuort Model1lo!al 0eli(ery ModelBusiness UsersLevel 1 Level 3 Level 4Call CenterBusinessnal!sts"ec# LeadProd$ %ngDBSecurit!"ec# ServicesDevelopmentSoftwareVendorNetworkProviderMaintenanceContractor Level &ProductionDev$ LeadDev$ %nggDB'n(rastru$S) Knowledge )anagement Portal+esource Model1lo!al 0eli(ery Model./nteracts %ith 0sers1Management oversight of work processesMonitors and tracks progressssue esca!ation"rovides #$%& production support"rovides 'usiness ana!(sis) coding) Testing) change migration to productionSecurit( administration"ro'!em esca!ation"rovides #$%& production support * deve!opment support"ro'!em esca!ation"rovides !imited 'usiness ana!(sis) coding) * some testingSecurit( administration"rovides #$ % & deve!opment support"ro'!em esca!ation for deve!opment work"rovide #$ % & "roduction SupportCOffshore ;6#D COnsite "6#DCustome Customer rSLA Model1lo!al 0eli(ery ModelService Level greement %*pected )inimum)easurement +indowKP' , Production pplications Per(ormance Sc#edule Aggregate Production Applications Availability 99.99% 99.!% "#$%Production &atc' Processing Co(pleted on Sc'edule 99.99% 99.!% "#$%)ile *rans(issions Co(pleted on Sc'edule 99.99% 99.!% "#$%Progra((ing +efects causing severity , proble(s ,!!.!!% ,!!.!!% "#-%Progra((ing +efects causing severity " . / proble(s 99.!!% 90.!!% "#$%Co((unication 1ink 2pti(e 3! (in. ,"! (in. Mont'lyProble( Manage(ent Severity , 1evel Proble(s 4 *i(e to Notify ,! Mins /! Mins "#$%-perating )etrics Sc#edule BAccuracy 4 5 of C'anges for S6 6e7uire(ents not re7uiring rework 99.9!% 99.0!% Mont'lyCo(pleteness 4 Process Steps 99.9!% 99.0!% Mont'ly*i(eliness 4 S6 to Production 90.!!% 9!.!!% Mont'ly2nifor(ity 4 8A of S6 +ocu(entation 99.9!% 99.0!% Mont'ly6esponsiveness 4 *i(e to begin work after notification 4 S6s for 1evel , Proble(s /! Minutes 3! Minutes Mont'ly6esponsiveness 4 *i(e to begin work after notification 4 S6s for 1evel " Proble(s "# 9ours # 9ours Mont'lyAbends 4 5 of abends by Syste( *&+ *+& Mont'ly.eporting Service Levels Sc#edule C"nd 1evel *ec'nical Support 4 *i(e for initial response 9!% in #! Min 9!% in 3! Min "#$%Severity " 1evel Proble(s 4 *i(e to notify /! Minutes # 9ours "#$%Severity / 1evel Proble(s 4 *i(e to notify , :ork +ay " :ork +ays "#$%ASM Application C'ange Co(pleted as sc'eduled 90% 9!% "#$%Service 6e7uest Co(pletion As esti(ated As esti(ated "#$%Perfor(ance Satisfacton Surveys 8uarterly 8uarterly As Sc'duledPerfor(ance Satisfaction Pro;ects 4 Variance to Sc'edule 0% ,!% As Sc'duled+isaster 6ecovery *est offs'ore Successful Successful AnnualEngineering Model1lo!al 0eli(ery ModelCompleteC#angeControlCompleteC#angeControl)igrate toProduction)igrate toProductionpprovePro/ectStatementpprovePro/ectStatementCompleteSupportPro/ectProcessCompleteSupportPro/ectProcess)akeC#anges0 "est)akeC#anges0 "est)akeC#anges0 "est)akeC#anges0 "estComplete0 pproveC#angeControlComplete0 pproveC#angeControl.eceiveSie1el"icket.eceive"icket%mergenc!%mergenc!Determine"!peDetermine"!pe2on,%mergenc!2on,%mergenc!pprove 0)igrate toProductionpprove 0)igrate toProductionService.e3uestService.e3uest )inor C#angeASM !ools2ools$%# Savingsin!i*e : Effort Knowledge Transfer lanKnowledge !cquisition TemplateDocu*entation PlanTransition "trategy+eadiness Assess*ent #nteractive session $ "hadow guidelines!pplication %ootprint - "copeolicies $ rocedures &anual"'! (eporting %ormats"ervice (equest "core CardKnowledge &anagement "ystem)exaware *&" + rocess 'ibrary,usiness Continuity + Disaster (ecovery lan!"& &ethodologyCommunication + -otification lan roject lan .Transition lan/7est Practices3est of 3reedSeed 2ea$ Co$position &Key SM's /etention Strategy "'arly 4ce 3reaer $Co$$unication )lanning '3uddy Syste$ 65ands-on '6perience 7Access8 83alancing Culture 7(isit 9ffshore8 ;0ocu$entation (/is Manage$ent