Slide 2 Session Description This informative session will cover 2 new value-add services being...

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WW TSS-07: INTRODUCING: Proactive System Monitoring Services & Solutions Support

Krishnan Iyer, Paul TrapaniSamir Bhargava, William Nyman

October 2012

Catch & fix issues early on

WhatIf..?

Prevent unplanned outages

Get alerted on potential issues

Track changes to system parameters

Systems Monitoring Issues – What if ….

Focus on businessDon‘t have to adjust system parameters frequently

Have knowledge of optimized performance levels of systems

Get quick resolution of issues

Get periodic reporting on your systems‘ performance

Systems issues get reported automatically to Invensys

Increase yields

Increase revenue

Independent Survey Results (excerpt)…

Interest in Invensys Monitoring Tools & Service

• Nearly two-thirds of participants are interested in tools or services from Invensys to monitor software applications and systems

• Preferences do not vary by product brand

ServiceXRG - ww.servicexrg.com, Remote Support Customer Preferences Study

Independent Survey Results (excerpt)…Interest in Invensys Monitoring Tools & Service – By Region

ServiceXRG - ww.servicexrg.com, Remote Support Customer Preferences Study

Proactive Support – Where are we today?

• Currently GCS predominantly provides reactive technical support based on reported issues

• Provision of ‘remote’ support is via use of WebEx for reported issues

• Proactive and automated support is becoming more mainstream

– Channel partners have indicated a growing need for such solutions

– Latest survey results show increased need for remote support solution

• Maturity and global usage of Wonderware software in critical factory automation functions makes remote support more of a necessity

Introducing …Proactive System Monitoring Services

• Avoid unplanned downtime

• Maintain optimum performance of mission critical assets

• Ensure system health/performance

• Augment onsite plant resources

• Provide support for remote plant locations

The Objective

Part of Customer FIRST Program Offering

Proactive System Monitoring Services

• Initial base-lining of monitoring systems’ attributes

• Provide real-time, continuous monitoring of systems

• Identify and alert on potential issues before they disrupt operations

• Respond to alarms utilizing standard support and escalation procedures in collaboration with customers

• Provide periodic system health-check reports

The customer’s benefit from remote monitoring services is in the timeliness and effectiveness of the response to an issue

Multi-faceted Service:

Proactive Remote Monitoring Services

Customer Site

Lake Forest Slovakia Germany Shanghai ….. ….

GCS Tech Support Engineers

RSS Monitoring

App.

L2 Support

Conce

ptua

l Mod

el


IOM Regional Monitoring Centers

Customer Site

Monitoring System

Event Data

Internet



RSS Monitoring

App.

L2 Support

Conce

ptua

l Mod

el



Customer Site

Monitoring System

Event Data

Internet



IOM Global Monitoring CenterBackup Center,

Consolidated Reporting,Dashboard

Internet

RSS Monitoring

App.

L2 Support

Access to Monitoring Data

Conce

ptua

l Mod

el


Customer Site

Monitoring System

Event Data

Alert?

Internet

SR Created in Case Management

System



Acknowledge issue, provides

resolution

IOM Global Monitoring CenterBackup Center,

Consolidated Reporting,Dashboard

Internet

Internet

L2 Support

RSS Monitoring

App.

Access to Monitoring Data


Conce

ptua

l Mod

el

Monitoring Components ...Customer Site

WW Application

Application Agent

Infrastructure Agent

Case Resolution

Monitoring Components ...Customer Site

WW Application

Application Agent


Rules Engine

Alert Identification

Data Gathering

Case Creation

Case Resolution

Tech. Support Communications

Monitoring Components ...Customer SiteIOM

WW Application

Application Agent


Rules Engine

Co

mm

un

icat

ion

sSecure

1-way communication


WW Application

Application Agent


Rules Engine

Co

mm

un

icat

ion

s


Data Gathering

Case Creation Secure

1-way communication


WW Application

Application Agent


Rules Engine

Co

mm

un

icat

ion

s


Data Gathering

Case Creation

Case Resolution

Tech. Support Communications

Secure

Tech

. S

up

po

rt

1-way communication

The Approach and Next Steps …

• Finalize customer requirements

• Design and architect technology platform

– Partner with proven, industry-standard technology vendors

• Conduct pilot project with selected customers (Oct/Nov ‘12)

• Setup technology infrastructure, designate resources, implement processes

• Production launch of Proactive Remote Monitoring Services (Early ‘14)

Summary …

• Part of Customer FIRST program offering

• Objective is to provide proactive support via continuous monitoring

• Includes initial base-lining of systems to be monitored

• Includes periodic system health check reports

• Will start off with pilot program before production launch

Proactive System Monitoring Services


Solutions Support

Samir BhargavaWilliam Nyman

October 2012

Slide 21

Problem Statement

Background• Gap exists between Requirements and Product• Complete Solution requires:

• Incorporate unique rules / processes• Custom user interface• Custom integration• Custom reporting

Currently provide for various solutions to

20+ customers

Background• Gap exists between Requirements and Product• Complete Solution requires:

• Incorporate unique rules / processes• Custom user interface• Custom integration• Custom reporting

Issues• Support gap between Product and Solution Delivery• Strategy to manage customer Solution Knowledge• Sustaining engineering for custom code• Transition of ownership from delivery to long term

support

Issues• Support gap between Product and Solution Delivery• Strategy to manage customer Solution Knowledge• Sustaining engineering for custom code• Transition of ownership from delivery to long term

supportResolution• Extent product support to include support for

complete solution• Ongoing support for custom development

extensions• Maintain solution documentation and knowledge• Customizations upgrade and enhancements

Lifecycle of an Application

Plan & Build

Operate & Maintain

Improve & Optimize

Evolve & Modernize

Solution Lifecycle

Application SupportKnowledge TransferDelivery

Custom SolutionSupport

Solution Maintenance

Product Support Customer FIRST

Software Upgrade

Delivery

Enhancements

Solution Support: Building on Customer FIRST

Solution Support

Customer FIRST

Required • Set-up support relationship• Entitlement to support of underlying products

• Functional issues• Bug fixes and patches• Enhancements and upgrades

• Access to support website and knowledgebase

• Entitlement to support of application• Custom code• Extensive configuration

• Support for interfaces to other business systems• Maintenance of code and related documentation• Build and maintain offline test system• Ongoing changes/enhancements

Benefits of Solution Support:Building on Customer FIRST

• Protect Critical Investments – Sustain and extend the life of business-critical applications implemented at substantial costs

• Maximize Asset Performance – Provide resolution to functional and operational issue to reduce downtime and optimize productivity and performance of assets.

• Reduce Total Cost of Ownership – Balance short term budgets with longer term needs to effectively manage overall costs.

• Escrow Custom Applications Code and Documentation – Unlike Generally Available software, there is no vault or specific responsibility to version control code and update documentation.

Business Environment RealityChallenges in Sustaining Value after Successful Implementation

Evolution Challenges

Evolution – IT & business applications out of phase with business needs, need of continuous improvement and occasional step changes

Infrastructure Challenges

Infrastructure – changes in Corporate IT environment, , alignment of various solutions/tools

Resources ChallengesResources – experience, turn over, staffing, training, knowledge

Operational Challenges

Operational – sustaining solution/ user performance by addressing functional and technical issues

Actual

Potential

Va

lue

TimeDoing nothing is not an OPTION

Interest in Invensys Solution Support Service

Not a

t all inte

rest

ed

Not ver

y inte

rest

ed

Neutral

Som

ewha

t inte

rest

ed

Extrem

ely inte

rest

ed

0%

10%

20%

30%

40%

50%

7.0%

14.4%

30.4%

38.2%

10.0%

• Nearly half (48.2%) of respondents express interest in solution support services from Invensys.

• Less than a quarter (21.4%) of participants are not interested.

How interested are you in a service provided by Invensys / Wonderware to provide end-to-end solution support for applications and customized code?

* Market survey conducted by ServiceXRG in Mar’12 of current Invensys customers with about 1000 respondents

Attributes of a Solution Support

1

Not Important

2 3 45

Extremely Important

Average

Support for Custom Functionality 5.3% 9.6% 28.5% 40.2% 16.4% 3.5

Lifecycle maintenance of Application Health 4.6% 9.9% 31.9% 36.9% 16.7% 3.5

Lifecycle maintenance of Application Knowledgebase 6.4% 10.7% 29.2% 34.5% 19.2% 3.5

Sustaining Engineering (software maintenance / custom code) 3.9% 10.9% 34.5% 33.8% 16.9% 3.5

Support for Custom Integration 4.3% 11.5% 32.0% 35.3% 16.9% 3.5

Application Design Review and Enhancement Services 5.0% 16.0% 32.3% 31.6% 15.2% 3.4

Local Parts Management 11.4% 16.0% 30.2% 26.7% 15.7% 3.2

On-site Hardware Support 12.8% 14.9% 31.6% 28.7% 12.1% 3.1

Onsite Invensys / Wonderware Engineer 15.6% 18.8% 24.5% 27.3% 13.8% 3.0

Which of the following elements of an end-to-end solution support program are most important to you?


Preferred Provider of Solution Support Services

Internal team with tools pro-vided by Invensys38.7%

Invensys authorized sys-tem integrator

10.2%Invensys distributor

6.9%

In-ven-sys

44.2%

• 38.7% of respondents would like to perform solution support activities with internal staff using tools provided by Invensys.

• Customers are interested in services from Invensys partners.

• The majority (44.2%) of respondents indicate that they would like Invensys to provide solution support services.

Which of the following is your preferred provider for end-to-end support for Invensys solutions?


Deliverables of Solution Support

Solution Support

Application Support

Integration Support

Sustaining Maintenance

Document Management

Enhancements

Support for functional issues related to custom application aspects of the Solution limited to as defined in the design specification to develop the Solution.

Support for the custom integration limited to defined in the design specification to develop the Solution up to the point where the data is transferred, passed to, or staged to a third party system.

Custom code review or debug to resolve a reported issue or to implement a fix. Maintain master version of code with audit trail and escrow

Maintain a centralized copy of the solution documentation with updates and versioning when a change to the solution is made.

Provide or limited enhancements or changes to the custom application to align with changing business needs

Process Flow for Getting Support

Customer Super User analyzes Line Issues and raise it to GCS, if required

Triage by GCS to decide if it is a Product or Application issue

For Product Issues, Product Expert work with R&D deliver resolution

If entitled to Solution Support, diagnosed by Solution Support expert

Code Fix or Change requires access to Code

Check back Code, Update Documentation

Code change tested and fix proved

Fix / Resolution delivered to the Customer

Seamless Process for Total Solution Support

No

Functional Issue resolved by Solution Support

Solution Support: Pre-Requisites

Customer Acceptance of

Solution

• Completion of implementation• Successful user acceptance test• Close all outstanding issues from delivery

Complete Documentation

• Functional Requirements and Design Specification• Acceptance Scripts and Use Cases• Troubleshooting, User and Administration Guide

Custom Code Vault

• Solution Documentation under Version Control• Access to Master Copy of Custom Code• Custom Code in a Version Control Vault

Customer Super User

• Trained Resources at Customer Site• Identification of Super User

Clone for Testing• Set-up of Clone for troubleshooting and testing

Remote Access• Secure Access to Site Network and Server to diagnose• Right Security Level for Administrative Access

Knowledge Transfer

• Objectives and Scope• Design and Architecture• Testing and Used Cases

Solution Support: Effort Estimation

Effort required to support Custom layer of Application under Solution Support

depends on:

• Complexity of customization and configurations

• Number of sites running the application

• Commonality of solutions across the sites

• Distribution of sites across regions

• Customer resources training and experience

It is NOT one size fits all

Current Status and Next Steps

• Currently: Invensys provide Solution Support to a limited set of customers

• MES Applications

• OTS Applications

• Currently: deliverables included are inconsistent

• Currently: processes of engagement and delivery are different between

solutions and regions

• Roll out a well defined Solution Support offering

• Create consistent processes to access Support, report issues and get

resolutions

• Offer it across all regions and for all applications build using underlying

Invensys software products


Thank You

35

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