Optimizing Your Clarity Support Team

● Components of Support ● Company Support Profile - Survey ● Sample Org Charts ● Common Support “Holes” ○ Missing Roles ○ Turnover in Staffing ○ Request Process ● Survey Results ● Keys to Successful Support ● Q&A Agenda

● Management – Overall Application and Process Leadership ● Technical Development – Level 2 ○ Portlets, Reports, Processes, Configuration, Universes ● Technical Infrastructure ○ Infrastructure HW/SW Upgrades and Maintenance ○ Database Monitoring and Health – including performance monitoring ○ Application Monitoring and Health – including performance monitoring and log review ○ Performance Monitoring ● Functional – Level 1 ○ User Questions ○ Data Administration – OBS, Lookups, New Projects/Resources ○ Security Setup and Maintenance ○ Job and Processes Monitoring ● Functional – Level 2 ○ Business Analysis – requirements ○ Testing – Enhancements and projects ○ Defect Investigation ● Project / Release Management – Upgrades, Releases ● SMEs & Evangelists & Trainers ○ Mentoring ○ Training Components of Support - Functions

● Core Application Team ○ Requirements Definition ○ Configuration / Portlet Development ○ Project Management ○ Solution Architecture ● Operating Committee ○ Set Initial Priority and Sequencing of Enhancements ○ Provide Context and Justification for Local Requests ○ Communication with Local Groups ○ Approval of Release Contents, then Later, Notes ● Application Owner ○ Works with Leadership to Define Roadmap ○ Resolves Conflicts and Owns Priority ○ Ensures solutions are in best interest of the Organization ○ Communicates Change Components of Support - Bodies

Components of Support - Activities

Components of Support - Activities

Components of Support - Activities

● How Many Here are Happy with Current Support and Staffing? ● We are Always Asked – What is the Right Level of Support ○ We Did a Survey of 15 companies years ago ○ Time for an Updated Version ● Survey ○ Fill Out Paper ○ You Can Keep Anonymous ○ Collaborate with Others in Your Company – Submit One ○ We Will Collect and Then Give You all the Data Company Support Profile

Previous Model From Surveys – Example Notes: Excludes major project work like upgrades or major functionality deployments like resource management Excludes some amount of consulting for architecture and project BA/Developer resources Figures will vary based on organization maturity and structure for monitoring and controlling with the organization Basic System Support Tech Funct SME Tech Funct SME.5-1 Tech.5-1 Funct.5-1 SME 1-2 Tech Funct SME 2-3 Tech 1-3 Funct 1-3 SME ADD Time and Project/Resource Tracking 0 Tech 0 Funct 0 SME 0 Tech 0 Funct 0 SME 0 Tech 0 Funct 0 SME 0 Tech 0 Funct 0 SME 0 Tech 0 Funct 0 SME ADD Project Mgmt: Scheduling (OWB/MSP), Issues/Risks/Status 0 Tech 0 Funct SME 0 Tech 0 Funct SME 0 Tech Funct.5-1 SME 0 Tech.5-1 Funct 1-2 SME 0 Tech Funct 2-3 SME ADD Resource Mgmt0 Tech 0 Funct SME 0 Tech 0 Funct SME 0 Tech Funct.5-1 SME 0 Tech.5-1 Funct 1-2 SME 0 Tech Funct 2-4 SME ADD Financial Mgmt: Cost Plans, Rates, Transactions Tech 0 Funct 0 SME Tech 0 Funct 0 SME Tech 0 Funct 0 SME.5-1 Tech 0 Funct 0 SME.5-1 Tech 0 Funct 0 SME ADD Demand and Portfolio Mgmt0 Tech 0 Funct 0 SME 0 Tech 0 Funct 0 SME 0 Tech 0 Funct 0 SME 0 Tech 0 Funct SME 0 Tech 0 Funct.5-1 SME

Survey Questions ● See Handout

Sample Org Chart – 20K+ Users

Sample Org Chart – 1,500 Users

● Insufficient Hosting and DB Support (On Premise) ○ No performance monitoring ○ No resources to help with efficient upgrades – takes too long ● Lack of Ongoing Mentoring/Training ○ No Support for New RM/PMs ○ No mentoring to help them better use Clarity and get new requirements ● Clarity Architecture ○ Roadmap ○ Portlets and Reports with Poor Performance ○ Complex Solutions vs. Changing Process ○ Poor Setup of RM / FM Architecture of Fields / Roles / Skills / OBS ● Others? Support “Holes” – Missing Roles

● How Many Have Had Support Staff Leave? ● How Did you Replace? ○ Hire a Clarity expert? ○ Train someone internal? ○ What Type of Resource found successful? ○ Outsourced to a firm? ● How Do You Protect Against Turnover or the Impact of Turnover? ● Over Time, Do You See Support Increasing or Decreasing? ● What are Some Ways We Can Reduce Support? ○ Automate monitoring, log reading, etc? Support “Holes” - Turnover

● Not enough enhancements are completed – they take too long and users lose patience and confidence Support “Holes” – Request Process

Architecture 16 Support “Holes” – Request Process Level 1 Level 2 Level 3 (Jobs, escalation) Level 4 Incidents Enhancements / Change Req Projects / Initiatives Level 2 (BA, Portlets, Prototype) Planned Work Unplanned Work User Requests / Defects Prioritization Process Level 3 (Queries, Scripts, Migration, Reports) Level 4 (Migration)

● Other Support Holes? ● Summarized Findings of Survey Open Discussion

● Short Cycle Time ○ Let the users drive functionality quickly. If the users believe their enhancements, defects, etc. take too long or do not meet their needs, they will look elsewhere to get their data or implement their process. ● SMEs are a Critical Role ○ Having users constantly mentored and trained is very important. The organization constantly changes and people need a refresher. ● Have a Vision and Stay Current ○ Identify targeted functionality or reporting each year. Always have a goal or vision for where you want the adoption of Clarity to be next year. Part of this is also staying current with Clarity – do not let the environment get too far behind in releases ● Staff a Solid Team ○ People are always the most important element. A few good people can keep you moving forward even on a shoestring (Big Bank Example of Support Shift). Outsource if you need to. Keys to Successful Support

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