Application Support Outsourcing
Presentation to Industry
24 July 2006
Management Information Systems Division
General Procurement Service
Management Information Systems Division
1
Application Support Outsourcing
Agenda
• 14h30-15h00
–
Drivers, objectives and scope
P. Soerensen, Head of Management Information Systems Division
• 15H00-16h00
Application Support Management
– L. Mastrangelo, M. Douzal,
• 16h00-16h30
Management Information Systems Division
Tender and Contractual Aspects
– S. Benetti, Head of General Procurement Service
• 16h30-17h15
Coffee Break
• 17h15-17h30
Transition and Schedule
– S. Benetti, Head of General Procurement Service
Management Information Systems Division
2
Application Support Outsourcing
Drivers, objectives and scope
P. Soerensen,
Head of Management Information Systems Division
Management Information Systems Division
3
Drivers and Objectives
• Establishment of clear internal / external
responsibilities and reporting lines
• End-to-end system approach to the applications
• Integrated service approach
• Economies of scale, reduction of costs
• Better use of the market for standard services
• Separation of projects and services
• Improved performance of applications
• Increased user satisfaction
• Streamlining of supplier interfaces (single contract)
Management Information Systems Division
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Scope
• Strong Management by Prime
• Assure Governance, Quality and Performance
management of the service
• Assist the users in exploiting the applications
• Perform the administration of the applications and
of the data
• Detect, identify and remove defects
• Implement the minor evolutions made necessary by
– New requirements
– Evolving environment and Technical considerations
Management Information Systems Division
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Application Support Outsourcing
Coverage – Applications
L.Mastrangelo
Management Information Systems Division
Management Information Systems Division
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Coverage
List of Applications
• Granularity = individual application
• Coverage for each application can be
– Full
– Functional Support only
• 43 apps in initial scope (info cards)
• 9 more applications known to be inserted
– 7 in FS mode, 2 in full mode
Management Information Systems Division
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Overview of the Applications
Management Information Systems Division
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Coverage
Applications per Area
Large
10
Small
9
9
8
8
7
7
6
5
5
4 4
4
3
3
3
2
2
2
2
2
1
1
0
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0
Management Information Systems Division
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Coverage
Applications per Architecture
• Lotus Notes (21)
– 2 large, 19 small
• Web (22)
– 7 large, 15 small
• Client/Server (9, accessed via Citrix)
– 4 large (SAP, Smartstream, Archibus), 5 small
• Tecnology:
SUN – Oracle – Sybase - Microsoft - Novell – BO
Management Information Systems Division
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Coverage
Maturity of Application in initial scope
Year of first entry into production
10
9
8
9
8
8
7
6
5
4
5
Applications
3
3
3
3
2
1
0
2
1
1
0
1996 1997 1998 1999 2000 2001 2002 2003 2004 2005 2006
Year
Management Information Systems Division
11
Coverage
Applications Statistics (per Year)
Issue Type
Number
• Problem Report
1.000
• Change Request
650
• Ticket (Help Desk)
17.000
Management Information Systems Division
12
Coverage
Estimation of activities (Working Days per Year)
Minor Evolution
27%
Functional
Support
43%
Corrective
Maintenace
30%
Functional Support
Corrective Maintenace
Management Information Systems Division
Minor Evolution
13
Coverage
ESA’s best evaluation of documentation status
Large
85%
Global
90%
75%
80%
75%
65%
60%
Configuration
Item Delivery
Note
ICDs
(Interface
Control
Verification
and
Validation
Solution
Definition
Service Desk
Manual
Operation
Manual
User Manual
50%
Business
Requirement
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
Small
Document Type
Management Information Systems Division
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Application Support Outsourcing
Application Support Management
M. Douzal,
Management Information Systems Division
Management Information Systems Division
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Application Support Management
• Approach
• Processes and services
• SLA
• Reporting
• Support tools
• Roles and Responsibilities
Management Information Systems Division
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Application Support Management
Approach
• Outsource complete and coherent service processes
• Select single Prime Contractor (CASP) in charge of
– Overall service delivery
– Service coherence and quality management
• Define Baseline and Delta services for flexibility
– Baseline
• Delivered continually for a given set of applications
• Paid through flat fee
– Delta
• Delivered upon request
• Based on WO contents and agreed unit prices
Management Information Systems Division
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Application Support Management
Baseline Processes and Services
• Functional Support / 2nd line
– User assistance
– On-site presence at HQ, ESTEC, ESOC
– Execution of procedures (date or event driven)
– Troubleshooting
– Preparation of PR and CR
– Change Management
• Corrective maintenance
• Verification and Roll-out
• Service management and reporting
Management Information Systems Division
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Application Support Management
Delta Processes and Services
• Minor evolution
• Extension of service parameters
– Extra Working hours
– Extension for the quality of service
– Extension of the Functional Support (on-site/remote)
• Engineering
• Options
– Application infrastructure management (base or full)
– Site presence at ESAC
Management Information Systems Division
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Application Support Management
SLA’s
• CASP SLA / internal Customer SLA’s
• Issue classification and severity
• KPI
– Observed, measured and reported
– 2 categories: subject / not subject to penalties
• Quality matrix
– Acceptable limit values assigned to KPI
Management Information Systems Division
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Application Support Management
Monitoring and Reporting
• Performance of overall Process and Service management
• Performance against service level targets for all KPIs
• Non-conformances to the SLAs with root cause analysis
• Penalties
• Trend analysis
• CA usage statistics
• Statistics on the issues and tickets handled
Management Information Systems Division
21
Application Support Management
Support Tools
• Knowledge Management
• Communication Management
• Change and Configuration Management
• Ticket Management
• Performance Management
– CA Availability Monitoring
– SLA Monitoring
– Service Reporting
• Test Automation
Management Information Systems Division
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Application Support Management
ESA interfaces
• Application Customer / User
• Application Coordinator / Project Manager
• ESA Service Supervisor
• Technical Officer of the contract
• Application Infrastructure Services and
helpdesk: new IT OSP
Management Information Systems Division
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ESA interfaces
Application Customer
• Provides the funding for the Applications
• Has authority over the:
– business process
– functionality
• Exercises the governance of the applications
assisted by the User Group
Management Information Systems Division
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ESA interfaces
Application Coordinator
• Application Governance: final OPS-E authority for
any decisions concerning the Application
– Responsible for the application vis-à-vis the Customer
– Ensures that the Customer SLA is respected
– Manages the Delta budget
– Accepts the deliverables / Validates the releases
– Co-chairs UG and governance meetings
• Handles Application-related exceptions and
escalations
• Main user of CASP’s service
Management Information Systems Division
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ESA interfaces
ESA Service Supervisor
• Manages the Service
– in particular conformity with SLA
• Handles Service-related exceptions and
escalations
• Counterpart of CASP’s Service Delivery
Manager
• Final authority for any decisions concerning
the Service
Management Information Systems Division
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Key Points
• Emphasis on governance
– Efficient organisation
– Strong management and monitoring system
– Pro-active attitude
• Gradual reduction of number of problems /
user issues
• Coherent collection of all Support data
• Synergies and cooperation with all
interfaces
Management Information Systems Division
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Application Support Outsourcing
Tender and Contractual Aspects
S. Benetti,
Head of General Procurement Service
Management Information Systems Division
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Application Support Outsourcing
Tender and Contractual Aspects
• Tender and Contractual Conditions
• RELAX AND CHATTING
• Transition Planning
• ITT schedule
• Questions and Answers procedure
Management Information Systems Division
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Application Support Outsourcing
Tender and Contractual conditions (1)
• Start-up and renewal
– Transition
– Duration 3 years + 2
• Termination and exit
– Exit Phase – 6 month phase-out period on exit
– Termination by Fault of contractor
Management Information Systems Division
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Application Support Outsourcing
Tender and Contractual conditions (2)
• Variation of scope
– Applications added / dismissed
• 2-month notice
• No cost for insertion/removal
• Addition normally in FS mode then full mode
• Possibility to hire independently manpower
to solve the problems and CASP will pay for
this.
Management Information Systems Division
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Application Support Outsourcing
Tender and Contractual conditions (3)
• Sub-contractors
– Prime free to select sub-contractors
NO EXCLUSIVITY AGREEMENTS
– Prime retains full responsibility and single
interface
– Prime applies contract conditions to Sub
– ESA can veto change of Subs in Op Phase
– Change of Sub transparent to ESA
Management Information Systems Division
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Application Support Outsourcing
Tender and Contractual conditions (4)
• Winning Bidder Selection elements
– Customer References
– Price
• ESA Non-Member States subs participation to
be proposed as option
Management Information Systems Division
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Application Support Outsourcing
Tender and Contractual conditions (5)
Financial provisions
• CA commitment for 3 years
• Minimum guaranteed (70% of initial baseline value)
• Cost decrease year-on-year
• Benchmarking and price alignment
• Penalties based on KPI
Management Information Systems Division
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RELAX & CHATTING
Management Information Systems Division
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Application Support Outsourcing
Transition planning
• Transition Phase 1, Jan to Apr 2007
– setup, familiarisation
– Incumbents fully in charge
• Transition Phase 2
– Incumbents' exit phase, May to June 2007
– Specific provisions for knowledge transfer
• End of Transition Phase 2, June 2007
– Incumbents as support to CASP
– SLA respected for, at least 3 weeks
• Operational Phase July 2007
– CASP in charge and performing (responsible)
Management Information Systems Division
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Application Support Outsourcing
ITT Schedule
• 13 October 2006: ITT closing Date
• October/November 2006: Evaluation
• Mid Jan 2007: KO, start of transition
• July 2007: start of operational phase
Management Information Systems Division
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Application Support Outsourcing
Q&A
• Written questions
• ESA answers via EMITS reply
Management Information Systems Division
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Application Support Contract Approach