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.