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|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
.IDEAS
.INNOVATIO
N .INSPIRATION
SoftClouds
IT Application Services &
Management | Expertise
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
About Us
Founded
2005
Other Locations
Hyderabad, India
Delhi, India
Tokyo, Japan
Headquarters
San Diego, CA
Target Market
Majors & Enterprise
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
Industry Focus
Financial
Hospitality
Healthcare
Technology Airlines
Consumer
Goods
Engineering
& Construction
Industrial
Manufacturing
Communication
Automotive
Utilities
Diversified
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
What we DO
Proactively identify needs &
introduce innovative solutions
Own deep technical expertise
essential for today & tomorrow
Enterprise level service &
Resolve solutions history
Understand today’s need for
tomorrow’s demand
Proven methodology along
with a flexible approach
Trusted partner with
innovation at core
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
LOYALTY CLOUD
IDENTITY CLOUD
ANALYTICS CLOUD AUTONOMOUS
DATABASE
CX Expertise
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
Integrations
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
Our IT/IS Capabilities
• Infrastructure Services
• IT Services
• Network Security
• DevOps
• Knowledge Management
• Application Management Services,
Maintenance & Support
• Migration Services
• Database Services
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
Infrastructure
Cloud & On-Premise
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
Infrastructure Services
Cloud Services On-Premise Services
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
Cloud Infrastructure -
Services
• Licensing & Initial Setup
• Organizational Setup
• Cloud Infrastructure & Services Setup
• Configuration & Customization
• Cloud to Cloud Migration
• Cloud Platforms Expertise
• Amazon Web Services
• Microsoft Azure
• Google Cloud Platform
• IBM Cloud
• Salesforce.com
• Oracle Cloud Infrastructure (OCI)
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
On-Premise Infrastructure -
Services
• Licensing & Initial Setup
• Hardware Infrastructural Setup & Deployment
• Software Installation
• Application Configuration & Customization
• Hosting Services
• On-Premise Expertise
• Siebel CRM
• Oracle Knowledge Management
• Oracle BI Analytics
• Other Applications (Java, .Net, etc.)
• Maintenance
• Application
• Server
• Backup
• Database & Security
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
IT Services
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
Our IT Services Capabilities
Server Administration
Installation, Upgrade &
Patches
Backup & Disaster
Recovery Plan
Network Engineering
Design & Strategy
Project Management
Consulting Services
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
IT Services - Server
Administration
• Server Health Checkup
• Server Hardening
• Server Logging – Automation &
Monitoring
• Server Administration
• Managing Application & Database
Servers
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
IT Services -
Installation, Upgrade
& Patches
• Installing & Configuring Software
• Hardware & Networks Setup
• Hardware & Software Inventory
Management
• Applying Latest Patches & Software
Updates
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
IT Services - Backup &
Disaster Recovery Plan
Backup
• Schedule (Daily, Weekly & Monthly)
• Multiple data storage locations
• Versioning
• Performing Software backups
• Server backup/snapshots
Disaster Recovery Planning
• Identification of Risk & Threat
• Types of Risks
• Risk Assessment
• Disaster Recovery Phases
• Recovery mechanisms
• Recovery Check List
• Mock Drills
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
IT Services - Network
Engineering
• Setup Accounts & Workstations
• Active Directory Setup
• Ensure security through access
controls, backups & firewalls
• Installing & Configuring Software
• Network Encryption
• Upgrade systems with new releases
& models
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
IT Services – Design &
Strategy
• Business Process & Application
Solutioning
• IT Servicing
• Design & Implementation
• System & Integration Testing
Optimization
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
IT Services - Project
Management
Solutioning for:
• IT Governance
• Financial Management
• Operations
• Security
• Risk Management
• Applications Development &
Innovation
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
IT Services – Consulting
Services
• Business Development Processing
• Software Integration & Solutions
• Data Migration Solutions
• Remote & Onsite IT Support
• Level 1 to Level 3 support
• 24/7 Environment Monitoring
• Automation Solutions
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
Network Security
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
Our Network Security Capabilities
Security
Patches
03
Firewalls
02
Device
Hardening
04
Network
Security
01
Network
Encryption
05
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
Network Security
• Maintain Data & Network Integrity
• Prevent Security Threats Spread on Network &
Systems
• Secure Data Transfer
• Build Strong Authentication Between Client &
Web Server
• Prevent IP Spoofing Attacks
• Setup Real-Time Protocols
• Establish Secure Sessions
• Data Encryption
• Router Security
• Secure Remote Administrative Access to Routers
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
Network Security - Firewalls
• Control Incoming & Outgoing Network
Traffic Based on a Set of Rules
• Prevent Unauthorized Internet Users
• Verify Messages, Stop if it’s doesn’t
Meet Security Criteria
• Network Traffic Monitoring
• Firewall Setup/Prevention:
• Application Backdoors
• Malwares
• Viruses
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
Network Security -
Security Patches
• Improve Security
• Minimal System Downtime
• Reduce Vulnerability to Cyberattacks
• Protection of Customer Data
• Maintain Private Network
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
Network Security - Device
Hardening
• Password Management
• Remove Unsecured Protocols & Ports
• Install Service Packs
• Keep Up-to-Date, Install Latest Versions
• Ensure Use of Non-Default Configurations
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
DevOps
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
Our DevOps Capabilities
Continuous Integration
Continuous Delivery
Continuous Deployment
Continuous Monitoring
Containerization
Automation Tools
Collaboration
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
DevOps - Continuous
Integration
• Integrate & Automate DevOps Stages
• Automated Testing for Each Build
• Version Management
• Review Management for Code Merge
• Trigger Jobs with Help of Plugins or Rest API
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
DevOps - Continuous Delivery
• Incorporates concept of continuous
Integration & automated testing
• Test-driven deployments
• Testing tools
• Selenium
• jMeter
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
DevOps - Continuous
Deployment
• Deploy tested applications on production
server
• Rolling & green-blue deployment strategies
• Use CM & containerization
• Puppet
• Chef
• Ansible
• Kubernetes
• Terraform
• Cloud Formation
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
DevOps - Continuous
Monitoring
• Ability to detect, report, contain & mitigate the
attacks within infrastructure
• Provide real-time insights of infrastructure &
applications
• Plan for infrastructure upgrades
• Tools
• Nagios
• Splunk
• Stack
• CloudWatch
• OEM
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
DevOps -
Containerization
• Eliminate need to run a virtual machine (VM)
for each application
• Consume fewer resources than on virtual
machines
• Scalable & flexible
• Ease of deployment
• Build once, run anywhere
• No platform dependencies
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
DevOps - Automation Tools
Methodology Tools
Infrastructure as a code Terraform, Ansible, Chef
CI/CD Jenkins, Kubernetes, Vagrant
Test Automations Selenium, Jmeter
Continuous Monitoring Prometheus & Alert Manager, New Relic, Sensu, Datadog, CloudWatch
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
DevOps - Collaboration
• Developers & IT Ops to work together
• Seamless delivery of applications
• Centralize incident information & development
workflows
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
Knowledge Management
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
Our OKM Capabilities
Server Maintenance
Application Enhancements
Quarterly Checks
Reporting
Production Support
Server Monitoring
Discovery & Review
Business & Technical
Support
Search Package
Transformation Services
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
OKM - Server Monitoring
• Proactive monitoring of system health
& performance
• InfoManager support
• Infocenter, iconnect support
• Search support
• CRM (Siebel, SFDC etc) iConnect support
• Provide solutions to detected failures or
inadequacies in system
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
OKM - Server Maintenance
• Standard OKM maintenance operations for system
administration
• Standard OKM dictionary maintenance & adhoc
modifications as needed
• Additional maintenance operations SoftClouds
recommends for optimal system health
• Upgrade OKM software through minor versions if a
hot patch is released
• Track potential issues stemming from hot patch
upgrades with Oracle support
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
OKM - Production Support
• 24x7 support of production OKM system
• 8x5 support of non-production environments
• Server & application monitoring
• Issue troubleshooting resolution & identifying
product defects
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
OKM - Business &
Technical Support
• Resolution of non-urgent, non-production
technical & functional issues
• Limited improvements that can be completed in
4 hours
• Mediate customer’s defect & feature requests
with Oracle
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
OKM - Reporting
• Monthly, Quarterly, and Annual OOTB and
custom Reporting on OKM Performance
• Content, Search and User reports
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
OKM - Quarterly Checks
• Overall Health Check
• Dictionary Tuning
• Database Refresh From Production to Non-
Production
• Application performance evaluation
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
OKM - Discovery & Review
Feature/Functionality
Utilization for Better ROI
• Demonstration of unused features to
business
• Demonstration of commonly used
functionality that's not enabled (i.e. such as
“Answer Flow”)
• Demonstrations & education about OKM to
other lines of business/departments
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
OKM - Search Package
• On-going tuning & maintenance of search
relevancy
• Perform any needed changes in Workbench
modules
• Dictionary nanager
• Personalized navigation
• Quality monitor
• User manager
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
OKM - Application
Enhancements
New enhancements like:
• Application improvements
• UI improvements
• Integration with other sub-systems
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
OKM - Transformation
Services
• Industry standards & transformative
recommendations
• Apply best practices
• Education & knowledge sharing
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
AMS Maintenance & Support
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
Application Management
Services –WHY?
Services Enhancement Production Support
Improved Productivity Application Management
Improved Operational Efficiency Multi-Level Support
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
Covered Services
Production Support
• 24x7 support of production systems
• Issue troubleshooting & resolution
Maintenance
• Standard maintenance operations
• Additional maintenance operations (from
SoftClouds)
• Quarterly release uptake in TEST & PROD
environments
• Track any potential issues from hot patch
upgrades from vendors (Oracle, Microsoft etc.)
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
Covered Services
• System Health &
Performance
• Solutions to detected
failures or inadequacies
in the system
Server Monitoring
• Resolution of non-urgent, non-
production technical &
functional issues
• Limited improvements that can
be completed in 4 hours
• Mediate customer’s defect &
feature requests with vendor
(Oracle/Microsoft,etc)
Business & Technical
Support
• Monthly Support
Activities Report
• Monthly, Quarterly, &
Annual Reporting
Reporting
• Overall Health Check
• Quarterly License
Compliance Check
Quarterly Checks
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
Covered Services
Discovery & Review of Full Feature/Functionality Utilization for Better ROI
• Unused features uncovered through health check demonstrations
• Commonly used functionality demonstrations
Application Enhancements
• New enhancements
• Application improvements
• UI improvements
• Integration with other sub-systems
Transformation Services
• Industry standards & transformative recommendations
• Apply best practices
• Education & knowledge sharing
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
Quality Assurance
All SoftClouds Basic Managed Services
include:
A single point-of-contact for
standard services
An escalation process for
unresolved issues
A wide range of skills & expertise to
optimize your CRM/CX & ERP platforms
All SoftClouds Add-on Services
include:
Highest caliber of
professional services resources
appropriate for performing specific
CRM/CX & ERP-related tasks
Solutioning mind-set with
industry best practices
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
Support Phases
Initial level of
maintenance provided
by the user help desk.
Provides help to screen
the issue & assign to
appropriate
person/team for the
solution.
Level 1
Level 2
Level 3
Level 4
Support tickets can be
resolved by basic
configuration
or suggesting a
workaround.
Code changes if any, as
required.
Support tickets related
to the product
/application that might
require support from
product vendor to raise
support
tickets or Hotfix or patch
releases.
SoftClouds provides hyper-care support, and steady-state support after delivering the project.
During this phase, we provide all types of support levels - L1, L2, L3, & L4.
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
Support Services & Models
• Cost-effective & robust
methodologies
• Maintains client software
offshore, offsite or onsite
• Time zone differences are
leveraged effectively
Services
• Dedicated Support Model
• Shared Support Model
• Ticket-based model to deliver
pre-defined work
• Dedicated team allocated to
support clients
• Team members from offshore
can be deployed offsite, onsite,
as required
Models
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
Process
Phase Key Activities Key Deliverables
Secondary Support
• Support for low priority issues
• Understand resolution of higher priority issues
• Status & issue-resolution reports
• Resolution of lower priority issues
Primary Support • All support activities including higher & lower priority issues
• Resolution of all issues, status, & issue
resolution reports
Steady State Support
• Develop enhancements identified in specific areas like requirement
specification, technical design, testing
• Transition process in areas where transition isn't complete
• Production support – levels 3 & 4
• Adding minor functionality
• Root-cause analysis for recurring issues
• Bug fixes, performance tuning
• Delivery of enhancements
• Ongoing problem ticket resolution
• Metrics and reporting
• Productivity, quality, analysis
• SLA adherence
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
Support SLA
Ticket Severity Response SLA Resolution SLA
Critical: Business operations cannot continue 30 Minutes 2-4 Hours
High: Business operation can continue
with hard workaround
1-2 Hours 4-8 Hours
Medium: Business operation can continue
with an easy workaround
2-4 Hours 16-32 Hours
Low: Business operation can continue without
any workaround
4-8 Hours 32-40 Hours
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
L1
L2
L3
Client
Program
Management
Global Delivery Model
Ticketing
Issue Logging
Prioritization
Workflow Management
Monitor, Support & Report
Engineering: Dev, QA
Systems Management
Delivery Management
Ticketing Process
Onsite, Offsite or Offshore
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
Application Maintenance Highlights
On-demand
experienced pool of
resources
Best practices
repository from global
clients
Competency building
focus & initiatives
Knowledge sharing
initiatives across
projects
Support transition
tools & kits
Solution-building focus
catering to domain-
specific & industry
requirements
Reusing tools &
automation based on
similar experiences
Identification of key
trends & enabling
quick decisions
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
Flexible Location Strategies
Complete Offshore
Model
• Lowest Cost
• More coordination effort
required from client
• Delayed response time due to
different time zones
• More suitable for L3 & L4
tickets
Balanced Model
• Cost optimization due to a
balanced team structure
• Small onsite team
for minimal business
engagement & faster
response time for simple
L2 & L3 tickets
• Simple workarounds
or queries get
resolved directly by
onsite team
Onsite Heavy Model
• Increased cost due
to heavy onsite
presence
• Offshore team remains
involved in R&D or CR
developments
• Faster issue
resolution with lower
dependency on offshore
team
Complete Onsite
Model
• High cost due to dedicated
onsite team
• Minimum coordination effort
• Doesn't leverage differential
time zone advantage
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
Comparison
Data
Complete Offshore
Model
Balanced Model
Onsite Heavy
Model
Complete Onsite
Model
Cost Low Medium Mid-High High
Expansion Cost Low Medium Mid-High High
Response Time High Medium Low Low
Expansion Response Time Low Low Medium Medium
Efficiency Low 65% 85% 100%
Customer Happiness Index 75% 80% 85% 100%
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
Why Balanced Model?
0%
20%
40%
60%
80%
100%
120%
Complete Onsite Model Onsite Heavy Model Balanced Model Complete Offshore Model
Cost vs Response Time
Cost Expan. (Cost) Repsonse Time Expan. (Response Time)
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
Process Frameworks
Proactive
communication &
review of
documents
Defining mature
frameworks,
methodologies,
templates, best
practices, periodic
project reviews
Boot camp
trainings for all
new joiners
SoftClouds
support
methodology
Application
support
checklists
Automated defect
trackers
& deployment
tools
L2/L3 transition
framework
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
Knowledge
Management
System
Structured
Root-Cause
Analysis
Eliminate
Inefficiency
Support
Manuals &
Process
Management
Creation of Knowledge
Base, System
Appreciation Documents
Perform Root Cause
Analysis to Reduce Ticket
Count
Process Review,
Optimization of Tickets &
Incident Turnaround
Time
Frequently Asked
Questions
Continuous
Improvement
Analysis, Approach & Process
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
“We focus on IT, so you can focus on BUSINESS”
Our Focus & Benefits
Better Application
Support with SLA
Driven Approach
Cost Effective &
Greater ROI
Rapid Response to
Business
Enhancements
Increased
Predictability &
Efficiency
Customized
Solutions
Improved
Customer
Interaction
Ensure High
Availability
Flexible Capacity
Model
Extra Flexibility
Enablement
Performance
Optimization
Enhanced
Collaboration
Global Operations
Scalability
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
Migration Solutions
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
Migration Solutions
• Migration
• On-Premise to Cloud
• Cloud to Cloud
• Hybrid Cloud
• Data Migration(Import/Export)
• Business Process Enablement
• Customization
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
Database Expertise
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
Database Expertise
• Database Configuration, Installation, & Management
• Specialized Data Handling
• Data Extraction, Transformation & Loading
• Data Modeling & Optimization
• Database Backup & Recovery
• Authentication, Security & Encryption
• Performance Monitoring
• Capacity Planning
• Database Tuning
• Data Life Cycle – Normalization & Maintenance
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
Database – Managed Services
Build Services
Database
Creation
Database
Installation
Database
Virtualization
Tools
Configuration
Administration
Object
Management
Security
Management
User
Management
Migration
Upgradation
Performance
Optimization
SQL Statement
Tuning
Query
Optimization
System Tuning
Troubleshooting
High
Availability /
DR
Configure
Mirroring
Disaster
Recovery Drill
Remote
Clustering
Configure
Replication
Backup &
Recovery
BR Strategy
Backup
Configuration
Backup
Implementation
Backup
Validation
Monitoring
Performance
Monitoring
Space
Monitoring
Availability
Monitoring
Scripted Checks
Security
Data Encryption
Auditing
Patch
Management
Security
Management
Optimize
Database
Consolidation
Capacity
Planning
Remote
Virtualization
Automation
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
Why SoftClouds?
• Well Balanced & Experienced Team
• Team that has Delivered Successful Solutions
• Strategic Thinking & Solution Providers
• Excellent Leadership Skills
• Working Knowledge with C-Level
• Flexible Business Models: Fixed Bid, Time & Material
• Execution Locations: On-Site, Off-Site, Off-Shore
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
Innovations
Expertise
Solutions
SoftClouds
Innovators Strategic Thinkers Technical Architects
Solution Providers
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
Thank You
|| OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved
Brian J. Friedman
GVP – Global Strategic Sales
415.378.7400
brianf@softclouds.com
www.softclouds.com

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IT Application Services & Management | SoftClouds

  • 1. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved .IDEAS .INNOVATIO N .INSPIRATION SoftClouds IT Application Services & Management | Expertise
  • 2. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved About Us Founded 2005 Other Locations Hyderabad, India Delhi, India Tokyo, Japan Headquarters San Diego, CA Target Market Majors & Enterprise
  • 3. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Industry Focus Financial Hospitality Healthcare Technology Airlines Consumer Goods Engineering & Construction Industrial Manufacturing Communication Automotive Utilities Diversified
  • 4. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved What we DO Proactively identify needs & introduce innovative solutions Own deep technical expertise essential for today & tomorrow Enterprise level service & Resolve solutions history Understand today’s need for tomorrow’s demand Proven methodology along with a flexible approach Trusted partner with innovation at core
  • 5. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved LOYALTY CLOUD IDENTITY CLOUD ANALYTICS CLOUD AUTONOMOUS DATABASE CX Expertise
  • 6. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Integrations
  • 7. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Our IT/IS Capabilities • Infrastructure Services • IT Services • Network Security • DevOps • Knowledge Management • Application Management Services, Maintenance & Support • Migration Services • Database Services
  • 8. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Infrastructure Cloud & On-Premise
  • 9. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Infrastructure Services Cloud Services On-Premise Services
  • 10. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Cloud Infrastructure - Services • Licensing & Initial Setup • Organizational Setup • Cloud Infrastructure & Services Setup • Configuration & Customization • Cloud to Cloud Migration • Cloud Platforms Expertise • Amazon Web Services • Microsoft Azure • Google Cloud Platform • IBM Cloud • Salesforce.com • Oracle Cloud Infrastructure (OCI)
  • 11. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved On-Premise Infrastructure - Services • Licensing & Initial Setup • Hardware Infrastructural Setup & Deployment • Software Installation • Application Configuration & Customization • Hosting Services • On-Premise Expertise • Siebel CRM • Oracle Knowledge Management • Oracle BI Analytics • Other Applications (Java, .Net, etc.) • Maintenance • Application • Server • Backup • Database & Security
  • 12. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved IT Services
  • 13. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Our IT Services Capabilities Server Administration Installation, Upgrade & Patches Backup & Disaster Recovery Plan Network Engineering Design & Strategy Project Management Consulting Services
  • 14. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved IT Services - Server Administration • Server Health Checkup • Server Hardening • Server Logging – Automation & Monitoring • Server Administration • Managing Application & Database Servers
  • 15. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved IT Services - Installation, Upgrade & Patches • Installing & Configuring Software • Hardware & Networks Setup • Hardware & Software Inventory Management • Applying Latest Patches & Software Updates
  • 16. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved IT Services - Backup & Disaster Recovery Plan Backup • Schedule (Daily, Weekly & Monthly) • Multiple data storage locations • Versioning • Performing Software backups • Server backup/snapshots Disaster Recovery Planning • Identification of Risk & Threat • Types of Risks • Risk Assessment • Disaster Recovery Phases • Recovery mechanisms • Recovery Check List • Mock Drills
  • 17. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved IT Services - Network Engineering • Setup Accounts & Workstations • Active Directory Setup • Ensure security through access controls, backups & firewalls • Installing & Configuring Software • Network Encryption • Upgrade systems with new releases & models
  • 18. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved IT Services – Design & Strategy • Business Process & Application Solutioning • IT Servicing • Design & Implementation • System & Integration Testing Optimization
  • 19. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved IT Services - Project Management Solutioning for: • IT Governance • Financial Management • Operations • Security • Risk Management • Applications Development & Innovation
  • 20. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved IT Services – Consulting Services • Business Development Processing • Software Integration & Solutions • Data Migration Solutions • Remote & Onsite IT Support • Level 1 to Level 3 support • 24/7 Environment Monitoring • Automation Solutions
  • 21. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Network Security
  • 22. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Our Network Security Capabilities Security Patches 03 Firewalls 02 Device Hardening 04 Network Security 01 Network Encryption 05
  • 23. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Network Security • Maintain Data & Network Integrity • Prevent Security Threats Spread on Network & Systems • Secure Data Transfer • Build Strong Authentication Between Client & Web Server • Prevent IP Spoofing Attacks • Setup Real-Time Protocols • Establish Secure Sessions • Data Encryption • Router Security • Secure Remote Administrative Access to Routers
  • 24. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Network Security - Firewalls • Control Incoming & Outgoing Network Traffic Based on a Set of Rules • Prevent Unauthorized Internet Users • Verify Messages, Stop if it’s doesn’t Meet Security Criteria • Network Traffic Monitoring • Firewall Setup/Prevention: • Application Backdoors • Malwares • Viruses
  • 25. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Network Security - Security Patches • Improve Security • Minimal System Downtime • Reduce Vulnerability to Cyberattacks • Protection of Customer Data • Maintain Private Network
  • 26. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Network Security - Device Hardening • Password Management • Remove Unsecured Protocols & Ports • Install Service Packs • Keep Up-to-Date, Install Latest Versions • Ensure Use of Non-Default Configurations
  • 27. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved DevOps
  • 28. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Our DevOps Capabilities Continuous Integration Continuous Delivery Continuous Deployment Continuous Monitoring Containerization Automation Tools Collaboration
  • 29. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved DevOps - Continuous Integration • Integrate & Automate DevOps Stages • Automated Testing for Each Build • Version Management • Review Management for Code Merge • Trigger Jobs with Help of Plugins or Rest API
  • 30. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved DevOps - Continuous Delivery • Incorporates concept of continuous Integration & automated testing • Test-driven deployments • Testing tools • Selenium • jMeter
  • 31. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved DevOps - Continuous Deployment • Deploy tested applications on production server • Rolling & green-blue deployment strategies • Use CM & containerization • Puppet • Chef • Ansible • Kubernetes • Terraform • Cloud Formation
  • 32. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved DevOps - Continuous Monitoring • Ability to detect, report, contain & mitigate the attacks within infrastructure • Provide real-time insights of infrastructure & applications • Plan for infrastructure upgrades • Tools • Nagios • Splunk • Stack • CloudWatch • OEM
  • 33. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved DevOps - Containerization • Eliminate need to run a virtual machine (VM) for each application • Consume fewer resources than on virtual machines • Scalable & flexible • Ease of deployment • Build once, run anywhere • No platform dependencies
  • 34. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved DevOps - Automation Tools Methodology Tools Infrastructure as a code Terraform, Ansible, Chef CI/CD Jenkins, Kubernetes, Vagrant Test Automations Selenium, Jmeter Continuous Monitoring Prometheus & Alert Manager, New Relic, Sensu, Datadog, CloudWatch
  • 35. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved DevOps - Collaboration • Developers & IT Ops to work together • Seamless delivery of applications • Centralize incident information & development workflows
  • 36. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Knowledge Management
  • 37. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Our OKM Capabilities Server Maintenance Application Enhancements Quarterly Checks Reporting Production Support Server Monitoring Discovery & Review Business & Technical Support Search Package Transformation Services
  • 38. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved OKM - Server Monitoring • Proactive monitoring of system health & performance • InfoManager support • Infocenter, iconnect support • Search support • CRM (Siebel, SFDC etc) iConnect support • Provide solutions to detected failures or inadequacies in system
  • 39. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved OKM - Server Maintenance • Standard OKM maintenance operations for system administration • Standard OKM dictionary maintenance & adhoc modifications as needed • Additional maintenance operations SoftClouds recommends for optimal system health • Upgrade OKM software through minor versions if a hot patch is released • Track potential issues stemming from hot patch upgrades with Oracle support
  • 40. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved OKM - Production Support • 24x7 support of production OKM system • 8x5 support of non-production environments • Server & application monitoring • Issue troubleshooting resolution & identifying product defects
  • 41. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved OKM - Business & Technical Support • Resolution of non-urgent, non-production technical & functional issues • Limited improvements that can be completed in 4 hours • Mediate customer’s defect & feature requests with Oracle
  • 42. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved OKM - Reporting • Monthly, Quarterly, and Annual OOTB and custom Reporting on OKM Performance • Content, Search and User reports
  • 43. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved OKM - Quarterly Checks • Overall Health Check • Dictionary Tuning • Database Refresh From Production to Non- Production • Application performance evaluation
  • 44. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved OKM - Discovery & Review Feature/Functionality Utilization for Better ROI • Demonstration of unused features to business • Demonstration of commonly used functionality that's not enabled (i.e. such as “Answer Flow”) • Demonstrations & education about OKM to other lines of business/departments
  • 45. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved OKM - Search Package • On-going tuning & maintenance of search relevancy • Perform any needed changes in Workbench modules • Dictionary nanager • Personalized navigation • Quality monitor • User manager
  • 46. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved OKM - Application Enhancements New enhancements like: • Application improvements • UI improvements • Integration with other sub-systems
  • 47. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved OKM - Transformation Services • Industry standards & transformative recommendations • Apply best practices • Education & knowledge sharing
  • 48. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved AMS Maintenance & Support
  • 49. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Application Management Services –WHY? Services Enhancement Production Support Improved Productivity Application Management Improved Operational Efficiency Multi-Level Support
  • 50. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Covered Services Production Support • 24x7 support of production systems • Issue troubleshooting & resolution Maintenance • Standard maintenance operations • Additional maintenance operations (from SoftClouds) • Quarterly release uptake in TEST & PROD environments • Track any potential issues from hot patch upgrades from vendors (Oracle, Microsoft etc.)
  • 51. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Covered Services • System Health & Performance • Solutions to detected failures or inadequacies in the system Server Monitoring • Resolution of non-urgent, non- production technical & functional issues • Limited improvements that can be completed in 4 hours • Mediate customer’s defect & feature requests with vendor (Oracle/Microsoft,etc) Business & Technical Support • Monthly Support Activities Report • Monthly, Quarterly, & Annual Reporting Reporting • Overall Health Check • Quarterly License Compliance Check Quarterly Checks
  • 52. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Covered Services Discovery & Review of Full Feature/Functionality Utilization for Better ROI • Unused features uncovered through health check demonstrations • Commonly used functionality demonstrations Application Enhancements • New enhancements • Application improvements • UI improvements • Integration with other sub-systems Transformation Services • Industry standards & transformative recommendations • Apply best practices • Education & knowledge sharing
  • 53. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Quality Assurance All SoftClouds Basic Managed Services include: A single point-of-contact for standard services An escalation process for unresolved issues A wide range of skills & expertise to optimize your CRM/CX & ERP platforms All SoftClouds Add-on Services include: Highest caliber of professional services resources appropriate for performing specific CRM/CX & ERP-related tasks Solutioning mind-set with industry best practices
  • 54. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Support Phases Initial level of maintenance provided by the user help desk. Provides help to screen the issue & assign to appropriate person/team for the solution. Level 1 Level 2 Level 3 Level 4 Support tickets can be resolved by basic configuration or suggesting a workaround. Code changes if any, as required. Support tickets related to the product /application that might require support from product vendor to raise support tickets or Hotfix or patch releases. SoftClouds provides hyper-care support, and steady-state support after delivering the project. During this phase, we provide all types of support levels - L1, L2, L3, & L4.
  • 55. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Support Services & Models • Cost-effective & robust methodologies • Maintains client software offshore, offsite or onsite • Time zone differences are leveraged effectively Services • Dedicated Support Model • Shared Support Model • Ticket-based model to deliver pre-defined work • Dedicated team allocated to support clients • Team members from offshore can be deployed offsite, onsite, as required Models
  • 56. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Process Phase Key Activities Key Deliverables Secondary Support • Support for low priority issues • Understand resolution of higher priority issues • Status & issue-resolution reports • Resolution of lower priority issues Primary Support • All support activities including higher & lower priority issues • Resolution of all issues, status, & issue resolution reports Steady State Support • Develop enhancements identified in specific areas like requirement specification, technical design, testing • Transition process in areas where transition isn't complete • Production support – levels 3 & 4 • Adding minor functionality • Root-cause analysis for recurring issues • Bug fixes, performance tuning • Delivery of enhancements • Ongoing problem ticket resolution • Metrics and reporting • Productivity, quality, analysis • SLA adherence
  • 57. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Support SLA Ticket Severity Response SLA Resolution SLA Critical: Business operations cannot continue 30 Minutes 2-4 Hours High: Business operation can continue with hard workaround 1-2 Hours 4-8 Hours Medium: Business operation can continue with an easy workaround 2-4 Hours 16-32 Hours Low: Business operation can continue without any workaround 4-8 Hours 32-40 Hours
  • 58. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved L1 L2 L3 Client Program Management Global Delivery Model Ticketing Issue Logging Prioritization Workflow Management Monitor, Support & Report Engineering: Dev, QA Systems Management Delivery Management Ticketing Process Onsite, Offsite or Offshore
  • 59. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Application Maintenance Highlights On-demand experienced pool of resources Best practices repository from global clients Competency building focus & initiatives Knowledge sharing initiatives across projects Support transition tools & kits Solution-building focus catering to domain- specific & industry requirements Reusing tools & automation based on similar experiences Identification of key trends & enabling quick decisions
  • 60. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Flexible Location Strategies Complete Offshore Model • Lowest Cost • More coordination effort required from client • Delayed response time due to different time zones • More suitable for L3 & L4 tickets Balanced Model • Cost optimization due to a balanced team structure • Small onsite team for minimal business engagement & faster response time for simple L2 & L3 tickets • Simple workarounds or queries get resolved directly by onsite team Onsite Heavy Model • Increased cost due to heavy onsite presence • Offshore team remains involved in R&D or CR developments • Faster issue resolution with lower dependency on offshore team Complete Onsite Model • High cost due to dedicated onsite team • Minimum coordination effort • Doesn't leverage differential time zone advantage
  • 61. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Comparison Data Complete Offshore Model Balanced Model Onsite Heavy Model Complete Onsite Model Cost Low Medium Mid-High High Expansion Cost Low Medium Mid-High High Response Time High Medium Low Low Expansion Response Time Low Low Medium Medium Efficiency Low 65% 85% 100% Customer Happiness Index 75% 80% 85% 100%
  • 62. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Why Balanced Model? 0% 20% 40% 60% 80% 100% 120% Complete Onsite Model Onsite Heavy Model Balanced Model Complete Offshore Model Cost vs Response Time Cost Expan. (Cost) Repsonse Time Expan. (Response Time)
  • 63. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Process Frameworks Proactive communication & review of documents Defining mature frameworks, methodologies, templates, best practices, periodic project reviews Boot camp trainings for all new joiners SoftClouds support methodology Application support checklists Automated defect trackers & deployment tools L2/L3 transition framework
  • 64. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Knowledge Management System Structured Root-Cause Analysis Eliminate Inefficiency Support Manuals & Process Management Creation of Knowledge Base, System Appreciation Documents Perform Root Cause Analysis to Reduce Ticket Count Process Review, Optimization of Tickets & Incident Turnaround Time Frequently Asked Questions Continuous Improvement Analysis, Approach & Process
  • 65. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved “We focus on IT, so you can focus on BUSINESS” Our Focus & Benefits Better Application Support with SLA Driven Approach Cost Effective & Greater ROI Rapid Response to Business Enhancements Increased Predictability & Efficiency Customized Solutions Improved Customer Interaction Ensure High Availability Flexible Capacity Model Extra Flexibility Enablement Performance Optimization Enhanced Collaboration Global Operations Scalability
  • 66. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Migration Solutions
  • 67. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Migration Solutions • Migration • On-Premise to Cloud • Cloud to Cloud • Hybrid Cloud • Data Migration(Import/Export) • Business Process Enablement • Customization
  • 68. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Database Expertise
  • 69. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Database Expertise • Database Configuration, Installation, & Management • Specialized Data Handling • Data Extraction, Transformation & Loading • Data Modeling & Optimization • Database Backup & Recovery • Authentication, Security & Encryption • Performance Monitoring • Capacity Planning • Database Tuning • Data Life Cycle – Normalization & Maintenance
  • 70. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Database – Managed Services Build Services Database Creation Database Installation Database Virtualization Tools Configuration Administration Object Management Security Management User Management Migration Upgradation Performance Optimization SQL Statement Tuning Query Optimization System Tuning Troubleshooting High Availability / DR Configure Mirroring Disaster Recovery Drill Remote Clustering Configure Replication Backup & Recovery BR Strategy Backup Configuration Backup Implementation Backup Validation Monitoring Performance Monitoring Space Monitoring Availability Monitoring Scripted Checks Security Data Encryption Auditing Patch Management Security Management Optimize Database Consolidation Capacity Planning Remote Virtualization Automation
  • 71. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Why SoftClouds? • Well Balanced & Experienced Team • Team that has Delivered Successful Solutions • Strategic Thinking & Solution Providers • Excellent Leadership Skills • Working Knowledge with C-Level • Flexible Business Models: Fixed Bid, Time & Material • Execution Locations: On-Site, Off-Site, Off-Shore
  • 72. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Innovations Expertise Solutions SoftClouds Innovators Strategic Thinkers Technical Architects Solution Providers
  • 73. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Thank You
  • 74. || OPTIONS REDEFINED || Copyright © 2022 SoftClouds - All Rights Reserved Brian J. Friedman GVP – Global Strategic Sales 415.378.7400 brianf@softclouds.com www.softclouds.com