Managed Services Portfolio. MindCraft Software Pvt. Ltd.

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Managed Services Portfolio

MindCraft Software Pvt. Ltd.

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Managed Services Portfolio

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managed services

We at MindCraft believe in a Partnership Engagement Model and endeavor to be an extension of your team, while we strive to deliver value to you and your business. We grow as you do.

We aim at being strategic partners to our customers where we strive to convert the existing norm of capacity based relationships that limit us to being mere suppliers of IT capacity by Staff Augmentation and T&M Contracts. An extension of your team, especially in today’s increasingly competitive business, world which not only demands a quick response and turn-around time, but more importantly a higher return on investments for IT dollars and stability predictability of your IT environment.

The need of the hour is for internal organizations to simplify and streamline their services arm and focus on integrated business solutions. To address these challenges MindCraft offers a complete Managed Services Model where services are available and tiered based on your business and technological needs and budgets. All our Managed Services are backed by clear Service Level Agreements, because when it comes to our customers we leave nothing to chance!

MindCraft provides services for customers on mutually agreed scope and the outcomes measured by Service Level Agreements and Key Performance Indicators; all this for a fixed price. The services are proactively managed by MindCraft with minimal management overheads for the customer.

MindCraft employs Industry Best Practices while managing a customer’s services end to end. Our framework allows our customers to benefit since we leave no stone unturned; scope management, pricing models, governance and reporting mechanisms and delivery structures. We ensure quality assurance, knowledge management, test management, project management and transformation.

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managed services model

Business Benefits

 Cost effective gain and access to world class consultants

 Reallocate and optimize existing internal resources to grow business

 Flexible and agile as well as 24 x 7 x 365 availability

 Secured and proactive management

 Greater Efficiency and focused expertise  Hassle-free management

 Higher accountability

 Increase operational efficiency  Reduce and control operating costs  High quality SLA’s and low cost  Round the clock monitoring

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Infrastructure Service Stack

1. Integration Platforms

IBM Message Queue, IBM Message Broker, IBM Process Server, IBM WebSphere ESB, IBM WebSphere TX, WebSphere Portal Server, Oracle Portal Server, LifeRay Portal Server

2. Middleware IBM WAS /WAS ND, IBM Commerce Server, Oracle Application Server,

WebLogic, Pramati, JBoss, Apache TomCat, OBIEE

3. Databases Oracle , DB2, IBM Informix, MS SQL Server, Sybase ASE, Sybase IQ,

Sybase ASA

4. Security Anti-virus, Anti-Spam, Firewalls, Intrusion Prevention Systems

5. Network Monitoring Tivoli

6. Messaging Systems MS Exchange, Lotus Notes

7. Operating Systems AIX, Solaris, HPUX, RedHat, Suse

Middleware

Business as Usual

Planned Activities

1. Help Desk Management 1. Capacity Planning

2. SLA Management 2. Configuration  HA Clustering 3. Performance Tuning  Load Balancing

4. Monitoring & Governance  SSL / SSO Configuration 5. Troubleshooting  LDAP Configuration 6. Backup & Restoration

3. Installation 4. Migration

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Operating Systems

Business as Usual

Planned Activities

1. Installation 1. Security & Hardening

2. Maintenance & Up-gradation 2. Name Server Implementation & Support (NIS

/ NDS)

3. User Management 3. NFS Implementation & Support 4. Backup & Restoration 4. Auditing & Accounting

5. File System Management

5. Virtual Partition Support 6. Access Management

7. Logical Volume Management 8. Job Scheduling & Maintenance 9. Disk Space Management 10. Troubleshooting & Support

Databases

Business as Usual

Planned Activities

1. Database Administration 1. Set up Data Replication for DR / stand by

Databases

2. Installation / Configuration (all supported

platforms) 2. Upgrades

3. Troubleshooting 3. Migration (all platforms / hardware 4. Monitoring Data Replication 4. Setting up High availability (clustering) 5. Backup & Restoration 5. Consulting on Technical Architecture &

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delivery model

1. Strategic Outsourcing: This phase involves gathering of requirements, analysis of existing systems and

processes, clarifications, review, specifications and sign-offs. Outsourcing software development is increasingly being recognized as a key strategic tool, which creates a significant competitive advantage for MNCs and Software Services Companies. MindCraft follows a comprehensive offsite delivery model and utilizes a mix of Onsite and Offsite engagements, thus providing the customer the twin advantage of reliability and reduced costs.

The Onsite-Offsite engagement is strongly supported by a robust infrastructure and a remote delivery process to ensure that the customer is in control of the project at any given time.

The strategy also involves executing projects for a specific customer with a dedicated team of engineers, providing software development, testing and support services as the case may be. MindCraft aims at ensuring effective communication, technological domain expertise, quality and information security.

2. Team Structure: During the initial phase MindCraft would send consultants with domain expertise so as to

understand the clients’ requirements and also to identify components that can be transitioned offsite. The MindCraft team will accordingly set up an Offsite Development team, with a combination of Offsite and Onsite staffing depending on the continuous needs of the client. As the clients’ needs grow and / or change, the team composition changes to suit the requirements.

The Team renders its services with a defined set of roles and responsibilities which are defined at the start of the project and are unique to each requirement. The team envisaged can be modified and revised based on the exact requirement and can work in complete Offsite Mode or with an Offsite-Onsite Mode depending on the requirements thereof.

All projects handled have clearly defined parameters in terms of deliverables, responsibilities, time frames and reporting structures. Projects are monitored to confirm to the parameters to prevent time and cost over-runs and customers are periodically informed of project status. Changes in the project plan are planned and initiated whenever required depending on the progress of the project.

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A broad outline of the team and its roles and responsibilities are as under:

ROLES

RESPONSIBILITIES

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Project Manager

Identifying and planning projects

Ensuring supply of quality standards to be used for the project

End to end communication with the client and progress / status reporting

Project reviews with client and MindCraft team

First point of escalation for the client

Business Unit

Head

Providing resource information, effort and time estimates

Planning, acquiring and allocating resources with requisite skill-sets

Project initiation

Ensuring implementation and maintenance of quality systems

Ensuring security and access issues during project execution

Ensure timely back-up based on agreed back up methods and frequency

Document reviews and ensuring deliverable dispatch is done Onsite

Level 2 escalation for client

DEL

IV

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TEA

M

Subject Matter

Expert

Assisting project manager in identifying and planning projects

Ensuring adequacy of Offsite team

Ensuring development of software in accordance with quality systems

Maintaining and providing progress reports and updates

Project reviews with client and MindCraft team

Reviewing all documents and deliverables before customer delivery

Escalation of issues within team

Assistance in maintaining and building customer relations

Helping business Unit Head in resource information, time & effort estimates

Ensuring adequacy of specifications received from the client

Planning and allocating the right resources with requisite skill-sets

Team lead

Developing software in conformance with quality systems and customer requirements

Allocating tasks to the team and monitoring progress

Guiding team members in software development

Escalate issues to SME or Business Unit Head as & when required

Technical

Consultants

Work in accordance with Team Lead and Project manager

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3. Phased Approach: Once the project is initiated, progress is monitored very closely and the project plan

establishes several monitoring points where detailed and periodic reviews are done. Escalation procedures come into effect whenever required. All practices and standards used by clients shall be implemented during the project execution.

The project phases are outlined as under:

PHASE

PHASE OUTPUT

Requirement Definition

Requirement discovery document

Planning

Project approach document

Design

Design document

Development

Coding and Scripting

Testing

Test strategy, implementation and automation

Acceptance

User acceptance testing and user manual handover

4. Feedback Mechanism: Apart from periodic and regular reviews that address the technical progress of the project

the MindCraft Client Servicing Team allocates an Account Manager that oversees the progress from a business standpoint and address challenges that the client might face. He serves as the liaison between the client and MindCraft and helps in understanding business objectives, client’s needs, the measures to handle them and discussions on future requirements, ramp up plans etc. This provides a platform for an open session with the team that’s ensures better communication and mutual understanding so as to ensure better synergy. The Account Manager acts as the SPOC (single point of contact) between the client and MindCraft and handles the engagement on a daily basis. Regular Communication via email is insisted upon to ensure a smooth flow of the project.