1. “ ” HYPERION APPLICATION OPERATION SUPPORT AOS SERVICE STREAMS
Timely, reliable database and middleware systems monitoring and maintenance services
OUTCOME BASED APPLICATION OPERATION SUPPORT [AOS]
Thirdware’s Outcome-Based AOS services offer on-demand, accurate systems monitoring and maintenance. These services consist of proactive database and middleware monitoring, incident analysis, problem identification, root cause analysis and change management.
Our AOS services provide customers with data regarding the status and quality of service and the performance of the database and middleware systems. Report data includes alert summaries, service request summaries, system performance, data trends and recommendations. “
Thirdware’s team is a credit to our company. Their immense knowledge, willingness to help at any time, and their customer care is the very best out there.
Senior IT Executive,
AOS SERVICE STREAMS
Operations
Hyperion Environment Monitoring & Maintenance Services
(SQL / Oracle DB Troubleshooting & Support)
Projects
Version Technical Migration/Upgrade
(Version x to Version )
Others
DR Setup
Environment Setup ”
Ford Motor Company
OUTCOME BASED MODEL
Result-based, not effort-based
Outcome-based cost structure
Support process focused on delivering outcomes
Committed to providing year-on-year improvements
Cost
Knowledge
Efficiency
Productivity
Overall cost reduction
Environment Availability
SLA Target
Call resolution rate
Outcome
Based
Model
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2. OUTCOME DELIVERABLES MEASURE
MONITORING SERVICES
SYSTEM-LEVEL TROUBLESHOOTING
PERIODIC MAINTENANCE
ON-DEMAND ACTIVITIES
BENEFITS OF THIRDWARE’S OUTCOME BASED MODEL
Instead of the traditional resource based support model, Thirdware offers an innovative outcome based model for support services that provides:
Value Based Approach: Focus on delivery. Customer pays for measurable results of defined services
Ownership and Accountability: Entrusts ownership and accountability to service provider
Best Practices: Efficient processes, robust methodology and standard monitoring toolset
Cost Reduction: Drives reduction in service incidents translating to cost reduction for customers
OUTCOME
DELIVERABLES
MEASURE
Predictability
Alert notifications for key database parameters
Immediate notification when critical thresholds of key database parameters are exceeded
Advanced warning of service interruptions
Increased Reliability
and Availability
High availability monitoring
Proactive risk mitigation
Penalty driven SLA adherence
95% uptime guarantee per DB/year or less than 8 hours of unplanned downtime per DB/year
Cost-Effectiveness
Reduction in TCO y-o-y
Incremental cost efficiency of at least 2% y-o-y
Measurable Services Cost
Outcome and non-headcount based models
Per Database/Domain Cost
Cost based on type of services leveraged
Productivity improvement passed on to client
Thirdware is committed to helping our clients utilize best of breed technologies to achieve sustainable competitive advantages. We bring business and technology together to assist global organizations with IT Consulting, Implementation, Managed Services, Application Development & Integration.
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