Managed Services Klopotek / GTS User Group Annual Meeting October 22-24, 2017

Klopotek is transitioning to a Global Organization

Professional Services Managed Services Project Services Key Account Management

Global Managed Services A key role for the Service Delivery Manager is to oversee all issues and activities for their customer. Is “the” contact person for operational obligations. Service Delivery Manager Monitor all requests raised in an ticketing tool. Answer issues directly. Orchestrate request, incidents, problems internally Redirect issues to FAM / TAM / TM consultant and or 3rd level in case of software bugs. Monitor communication / response time (SLA) of all open issues.

Service Delivery Manager Managed Services Service Delivery Manager Customer Key Account Manager Technical Consultant Development Consultant

Roles for System Management & Support End User Helpdesk Service s (1st level Support) Answering direct questions from end users First contact & logging of issues Contact to Functional Application Management Functional Application Management Single point of contact for questions and issues with the software functionality; issue & problem management (coordination & resolving) System changes as required (configuration management) Functional application testing on upgrades, patch updates & fixes Functional system monitoring Your contact to Technical Application Management

Roles for System Management & Support Technical Application Management cation Management Management of technical application issues Batch monitoring, reporting, issue & problem management Installation of patches, fixes (Klopotek and 3rd party software) TAM is your the linking pin to TM Technical Management Problem management on technical infrastructure issues Technical environment setup, upgrades & monitoring Backup & restore management, disaster recovery TM uses automated tools to resolve potential incidents

Klopotek Service Catalogue What can we offer you: End-user Helpdesk Services Functional Application Management Technical Application Management Hosting & Technical Management

Klopotek Service Catalogue End User Helpdesk Services Functional Application Management Technical Application Management Technical Management Answering direct questions from end users First contact & logging of issues Contact to functional application management Issue & problem management (coordination & resolving) Functional application testing on upgrades, patch updates & fixes Functional system monitoring System configuration management Contact to technical application management Management of technical application issues Batch monitoring, reporting, issue & problem management Installation of patches, fixes (Klopotek and 3rd party software) Contact to technical management Problem management on technical environment issues Technical environment setup, upgrades & monitoring Backup & restore management

Hosting & Technical Management Catalogue Standard Data Centre infrastructure Basic Hardware (Servers) Basic Software Microsoft Windows Server SPLA licenses Microsoft CAL and TCAL SPLA licenses Oracle database Citrix Licenses Automic Licenses TM - Technical Management Services Catalogue Optional  Microsoft Office SPLA licenses Uniserv Licenses Klopotek Licenses

TM: Technical Management TM is responsible for maintaining a stable technical hardware and software basis for the Klopotek Software, the Application Software, and the TAM and FAM services, in line with the agreed performance requirements and agreed Service Levels TM is responsible for the Basic Infrastructure from a technical perspective whereas TAM (Technical Application Management) has a technical operations perspective on the Klopotek Software and Third Party Software. TM uses automated tools for timely action resolving potential incidents. Some Typical TM Tasks Initially install and set up Basic Infrastructure, Hardware, Software Initially install and set up Klopotek Third Party Software and Klopotek Software Monitor availability and performance of all technical systems Monitor backups Execute database backup Execute database recovery if needed Execute backup of non-database system Execute recovery of non-database system if needed Install Basic Software security patches, urgent fixes, etc.

TAM: Technical Application Management TAM is responsible for maintaining a stable application in line with the agreed performance requirements and agreed Service Levels, enabling the users to use the Klopotek Software and Third Party Software in an optimal way. TAM is responsible for the Klopotek Software and Third Party Software from a technical operations perspective (FAM has a functional perspective on the same). TAM uses automated tools for timely action resolving potential incidents. TAM is the single point of contact for technical questions and issues, where the Service Desk is not able to resolve them (quick enough). TAM is furthermore the linking pin with TM. Some Typical TAM Tasks Initially install and set up Basic Infrastructure, Hardware, Software Initially set up automated batch chains (night, day, …) Install Third Party Software security patches, EBF's, etc. Change automated batch chains if needed (night, day, …) Monitor automated batch jobs and scripts Check batch chain execution, restart if needed Check import / export data (interface data level) Monitor routine interface transfers Maintain database Manage users and rights (setup, change, check licenses)

FAM FAM: Functional Application Management FAM is responsible for maintaining the status quo of the Klopotek Software and the Third Party Software. As soon as changes are required, FAM execute the changes resulting in functional/ technical design, system/ integration tests. FAM FAM is the single point of contact for questions and issues with the software functionality if the Service Desk is not able to resolve them (quick enough). FAM is furthermore the linking pin with TAM. Some Typical FAM Tasks Monitor batch job protocols related to functional issues Diagnose log information and trigger actions. Monitor automated batch jobs and scripts Patch planning, functional testing, UAT support System configuration

The Application Management Service desk. Klopotek has installed for the several regions services desks focussing on application management and end user support. Most communication will be done via our incident tracking tool. However for urgent priority one issues, a direct phone line will be provided. The department is spread over different locations of Klopotek

Responsibility assignment matrix As a model for service design the RACI methodology is used to assign the responsibilities per area / task. There is a distinction between a role and individually identified people: a role is a descriptor of an associated set of tasks; may be performed by many people; and one person can perform many roles.

Service definition in 2 Documents Service Description Service Delivery Details

Example RACI Table

Example Service Delivery Details All monitoring activities are described in detail.

The incident tracking (Ticketing) tool.

The service catalogue.

KPI Reporting

Some customer references FAM TAM TM FAM TAM TAM FAM TAM TM

Some customer references TAM When we evaluate Software as a Service solutions (SaaS) we look at: the location of the datacentres' the canter's statistics and their Type II SAS 70 Service Auditor’s Report. Klopotek; one of the larger book publishing software vendors, posts their SaaS uptime statistics on their website.

Thank you