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WW TSS-07: INTRODUCING: Proactive System Monitoring Services & Solutions Support Krishnan Iyer, Paul Trapani Samir Bhargava, William Nyman October 2012 © 2012 Invensys. All Rights Reserved. The names, logos, and taglines identifying the products and services of Invensys are proprietary marks of Invensys or its subsidiaries. All third party trademarks and service marks are the proprietary marks of their respective owners. Systems Monitoring Issues – What if …. Systems issues get reported automatically to Invensys Prevent unplanned outages Get alerted on potential issues What If..? Don‘t have to adjust system parameters frequently Focus on business Track changes to system parameters Increase yields Have knowledge of optimized performance levels of systems Increase revenue Get quick resolution of issues Get periodic reporting on your systems‘ performance Catch & fix issues early on Slide 4 Independent Survey Results (excerpt)… Interest in Invensys Monitoring Tools & Service ServiceXRG - ww.servicexrg.com, Remote Support Customer Preferences Study Slide 5 • 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 Independent Survey Results (excerpt)… Interest in Invensys Monitoring Tools & Service – By Region ServiceXRG - ww.servicexrg.com, Remote Support Customer Preferences Study Slide 6 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 Slide 7 Introducing … Proactive System Monitoring Services The Objective • Avoid unplanned downtime • Maintain optimum performance of mission critical assets • Ensure system health/performance • Augment onsite plant resources • Provide support for remote plant locations Part of Customer FIRST Program Offering Slide 8 Proactive System Monitoring Services Multi-faceted Service: • 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 Slide 9 Proactive Remote Monitoring Services Customer Site RSS Monitoring App. L2 Support Lake Forest Slide 10 Slovakia Germany GCS Tech Support Engineers Shanghai ….. …. Proactive Remote Monitoring Services IOM Regional Monitoring Centers Customer Site Internet L2 Support Lake Forest Slide 11 Slovakia Germany GCS Tech Support Engineers Shanghai ….. …. RSS Monitoring App. Proactive Remote Monitoring Services IOM Regional Monitoring Centers Internet Customer Site Internet IOM Global Monitoring Center Backup Center, Consolidated Reporting, Dashboard L2 Support Lake Forest Slide 12 Slovakia Germany GCS Tech Support Engineers Shanghai ….. …. RSS Monitoring App. Proactive Remote Monitoring Services IOM Regional Monitoring Centers Alert? Internet Customer Site Internet Internet IOM Global Monitoring Center Backup Center, Consolidated Reporting, Dashboard SR Created in Case Management System L2 Support Lake Forest Slide 13 Slovakia Germany Acknowledge issue, provides resolution GCS Tech Support Engineers Shanghai ….. …. RSS Monitoring App. Monitoring Components ... Customer Site WW Application Application Agent Infrastructure Agent Case Resolution Slide 14 Monitoring Components ... Customer Site Alert Identification WW Application Data Gathering Case Creation Application Agent Infrastructure Agent Case Resolution Rules Engine Tech. Support Communications Slide 15 Monitoring Components ... Customer Site IOM Secure Communications 1-way communication Rules Engine Slide 16 WW Application Application Agent Infrastructure Agent Monitoring Components ... Customer Site IOM Data Gathering Case Creation 1-way communication Secure Communications Alert Identification Rules Engine Slide 17 WW Application Application Agent Infrastructure Agent Monitoring Components ... Customer Site IOM Data Gathering Case Creation 1-way communication Tech. Support Secure Case Resolution Communications Alert Identification Rules Engine Tech. Support Communications Slide 18 WW Application Application Agent Infrastructure Agent 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) Slide 19 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 Slide 20 Solutions Support Samir Bhargava William Nyman October 2012 © 2012 Invensys. All Rights Reserved. The names, logos, and taglines identifying the products and services of Invensys are proprietary marks of Invensys or its subsidiaries. All third party trademarks and service marks are the proprietary marks of their respective owners. Sl Problem Statement Background • Gap exists between Requirements and Product • Complete Solution requires: • Incorporate unique rules / processes • Custom userIssues interface • Custom integration • Support gap between Product and Solution Delivery • Custom reporting • Strategy to manage customer Solution Knowledge • Sustaining engineering for custom code • Transition of ownership from delivery to long term Resolution support • Extent product support to include support for complete solution • Ongoing support for custom development extensions Currently provide for • Maintain solution documentation and knowledge various solutions to • Customizations upgrade and enhancements 20+ customers Slide 22 Lifecycle of an Application Solution Lifecycle Plan & Build Operate & Maintain Improve & Optimize Evolve & Modernize Enhancements Custom Solution Support Solution Maintenance Delivery Knowledge Transfer Application Support Software Upgrade Product Support Slide 23 Delivery Customer FIRST Solution Support: Building on Customer FIRST Solution Support Required Customer FIRST Slide 24 • 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 • 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 Benefits of Solution Support: Building on Customer FIRST Slide 25 • Protect Critical Investments – Sustain and extend the life of businesscritical 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 Reality Challenges in Sustaining Value after Successful Implementation Potential Operational – sustaining solution/ user performance by addressing functional and technical issues Operational Challenges Resources Challenges Resources – experience, turn over, staffing, training, knowledge Infrastructure Challenges Evolution Challenges Infrastructure – changes in Corporate IT environment, , alignment of various solutions/tools Value Evolution – IT & business applications out of phase with business needs, need of continuous improvement and occasional step changes Actual Doing nothing is not an OPTION Slide 26 Time Interest in Invensys Solution Support Service How interested are you in a service provided by Invensys / Wonderware to provide end-to-end solution support for applications and customized code? 50% • Less than a quarter (21.4%) of participants are not interested. 30.4% 30% 20% 14.4% 10.0% 7.0% 0% Not at all interested Not very interested Neutral Somewhat interested Extremely interested * Market survey conducted by ServiceXRG in Mar’12 of current Invensys customers with about 1000 respondents Slide 27 Nearly half (48.2%) of respondents express interest in solution support services from Invensys. 38.2% 40% 10% • Attributes of a Solution Support Which of the following elements of an end-to-end solution support program are most important to you? 1 Not Important 2 3 4 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 * Market survey conducted by ServiceXRG in Mar’12 of current Invensys customers with about 1000 respondents Slide 28 5 Extremely Important Preferred Provider of Solution Support Services Which of the following is your preferred provider for end-to-end support for Invensys solutions? Invensys 44.2% Invensys distributor 6.9% Internal team with tools provided by Invensys 38.7% Invensys authorized system integrator 10.2% • 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. * Market survey conducted by ServiceXRG in Mar’12 of current Invensys customers with about 1000 respondents Slide 29 Deliverables of Solution Support Support for functional issues related to custom application aspects of the Solution limited to as defined in the design specification to develop the Solution. Provide or limited enhancements or changes to the custom application to align with changing business needs Maintain a centralized copy of the solution documentation with updates and versioning when a change to the solution is made. Slide 30 Application Support 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. Integration Support Enhancements Solution Support Document Management Sustaining Maintenance 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 Process Flow for Getting Support Triage by GCS to decide if it is a Product or Application issue Fix / Resolution delivered to the Customer For Product Issues, Product Expert work with R&D deliver resolution Code change tested and fix proved No Customer Super User analyzes Line Issues and raise it to GCS, if required Functional Issue resolved by Solution Support Code Fix or Change requires access to Code If entitled to Solution Support, diagnosed by Solution Support expert Check back Code, Update Documentation Seamless Process for Total Solution Support Slide 31 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 Customer Super User Clone for Testing Remote Access Knowledge Transfer Slide 32 • Solution Documentation under Version Control • Access to Master Copy of Custom Code • Custom Code in a Version Control Vault • Trained Resources at Customer Site • Identification of Super User • Set-up of Clone for troubleshooting and testing • Secure Access to Site Network and Server to diagnose • Right Security Level for Administrative Access • 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 Slide 33 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 Slide 34 Thank You © 2012 Invensys. All Rights Reserved. The names, logos, and taglines identifying the products and services of Invensys are proprietary marks of Invensys or its subsidiaries. All third party trademarks and service marks are the proprietary marks of their respective owners.