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

2. Klopotek is transitioning to a Global Organization

3. Professional Services
Managed Services
Project Services
Key Account Management

4. 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.

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

6. 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

7. 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

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

9. 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

10. 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

11. 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.

12. 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)

13. 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

14. 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

15. 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.

16. Service definition in 2 Documents
Service Description
Service Delivery Details

17. Example RACI Table

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

19. The incident tracking (Ticketing) tool.

20. The service catalogue.

21. KPI Reporting

22. Some customer references
FAM
TAM TM
FAM
TAM
TAM
FAM
TAM TM

23. 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.

24. Thank you