Transcript Slide 1

WW TSS-01: Invensys Customer FIRST
Present by: Paul Trapani
© 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.
Agenda
1. Customer FIRST - Preserving your investment
2. Customer FIRST Benefits
3. What’s Coming?
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1. Preserving your investment
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Value Proposition
Value delivered through better Performance
• Value Related to Issues Prevented
– Pro-active and Preventive services resulting in avoiding critical / non-critical
issues
– Timely software upgrades
– Reduce incidents of downtime or start-up losses
– Maximize operational performance with timely tuning
• Value Related to Faster Resolution
– Support with access to Wonderware technical experts
– Reduce disruption time, bringing systems back to optimum performance
faster
– Addressing concerns and questions for effective use of the systems
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Value Proposition
Internal Staff Productivity
• Improve internal staff productivity by substantially
decreasing amount of time spent by customer staff on:
− Analyzing and diagnosing issues
− Finding resolutions or seeking ad-hoc help to do so
− Testing potential resolutions
− Implementing resolutions
Customer Entitlements
• Consulting and Site Engineering discounts
• Software upgrades
• Conference discounts
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Delivering Value for Sustained Performance
Through Customer FIRST
Invensys provides
support, maintenance
and services to:
• Protecting Your Critical
Investment
• Maximizing Asset
Performance
• Reducing Total Cost of
Ownership
• Improving Operational
Performance
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To deliver value at its potential
requires on-going reactive support
and pro-active services to overcome
the challenges
Financial Analysis
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•
•
$1M in installed value licenses
•
•
Total investment conservatively $3M
•
Dropping support will lower OPEX but expose the business to
significant CAPEX.
•
Our responsibility as your partner is to protect your
investment and lower your cost of ownership.
•
Our history of investment protection is far better than others
$1-$5M investment in application development, training,
commissioning.
Cost to maintain the investment ranges from $120K to $170K
per year
Your Software Solution Lifecycle
Stages: From Survey
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What is your software asset lifecycle
management plan?
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•
•
Maintenance of system
•
How can you empower and deliver additional value to your
users over time?
Software updates that provide same functionality may not be
enough
Why keep your software on support?
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•
Software Updates keep your
applications working within an everchanging IT infrastructure and
Business environment
•
Enhancements and new functionality
based on evolving business needs
and technical capabilities
•
Protect your investment in licenses
and applications
Many times the
actual license
value
2. Customer FIRST Benefits
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Tiered approach with optional services
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Key Features and Benefits of Customer FIRST
• Formalizes a direct, strategic service relationship from
Invensys and our distribution partners
• Award Winning Technical Support
• Product Upgrades and Software Maintenance
• Software Tools and Utilities
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Technical Support
• A live support expert to triage you and expedite resolution, and
reduce the time you spend on the issue
• If critical issues occur, 24/7 emergency access to support will get you
back up and running with a minimum of downtime
• Onsite technical support personnel can be en route within 4 hours to
help resolve issues when phone support has been exhausted
• Custom Application Support (aka Solutions Support)
• Resident Engineers
• Technical Account Management
• Research at your leisure utilizing online self support
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Product Upgrades and Software
Maintenance
• Invensys Software upgrades included as long as
you maintain your Customer FIRST agreement
• Keep up with the latest operating system or database
• Extend your capabilities through the newest software
features, empower your users
• Preserve your application development investment
• Wonderware has incredible history of allowing customers to
upgrade seamlessly from one version to the next
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Tools & Utilities
•
Software Asset Manager
• License Inventory Management
• Software Patch Management
• 50% Discount on Test System Licenses
• Ensure your application is ready before releasing to a production
environment
• Hosted Application Clone
• Replica of your application running in the Invensys Support Lab for testing
purposes and issue triage/resolution
• Available exclusively to customers at the Premium and Elite
levels of Customer FIRST
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Wonderware Software
Asset Manager
A Wonderware application that:
• Provides secure, robust license inventory management and reporting
– Quickly detects Wonderware license running on the network at a plant level
– For individual plants or aggregating information from multiple plants
• Enables efficient software update and patch management services
– Detects available patches and updates
Delivered as a non-intrusive, highly secure portable service
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Software Asset Manager
For more details, please attend WW TSS-02
Wednesday at 3:30pm
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50% Discount on Test System Licenses
• Provide duplicate or mirror some or all On-Line system with an
Off-Line system for :
• Testing purposes
• Simulation
• Emergency back-up (disaster recovery or failover)
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Hosted Application Clone
• “Shadow System”
• Mimics what is currently in use in production/runtime
• Hosting options:
• At Invensys Corporate and Regional Headquarters
• At your site
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3. What’s Coming?
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Future Plans for Customer FIRST:
• Cyber Security Maintenance Program
• Solution Support
• Proactive System Monitoring Services
Continuing to improve and enhance Customer FIRST
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What is Cyber Security ?
• Compliance to current and future cyber
regulations
• Protection of Intellectual property
• Improved network performance and efficiency
• Maximized security and performance of critical
business applications
• Reduced downtime through an optimized,
redundant and secure network
• Lower cost of ownership with fully managed
solutions
• Security of remote access and remote systems
• Customized & flexible solutions
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Cyber Security Maintenance Program
• Readiness Workshop
• Assessment Workshop
• Maintenance Program
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Cyber Security Workshop
Cyber Security Site Assessment
Why do it?
•
Cyber threats and attacks are industry and revenue
agnostic
•
Having a cyber security assessment is a critical first step in
establishing a defense in depth best practice strategy
What is it?
•
An in-depth, on-site review of a customer’s network
•
Establish current architecture, security posture and profile
of all assets
•
Network system baseline scan of those assets
What do I get?
•
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A comprehensive technology assessment including;
Network topology, evaluation of network, list of findings,
asset report (missing patches, etc.), security shortfalls and
best practice recommendations and more
Coming Soon!… Solution Support
Building on Customer FIRST
Solution Support
Required
Customer FIRST
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• 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 knowledge base
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.
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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
Coming Early 2013…
Proactive System Monitoring Services
What are we talking about?
• New utility and service from Invensys to monitor your
software application and system health
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
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Proactive System Monitoring Services
Multi-faceted Service:
• Initial base-lining of software application, communications
and systems performance
• 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
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Proactive System Monitoring & Solution
Support
For more details, please attend WW TSS-07
Thursday at 8am
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QUESTIONS
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