Effective Business Intelligence support processes and methodology is frequently the key element that results in end user adoption and solution effectiveness. Get it wrong and adoption rates suffer and the end user satisfaction deteriorates. Get it right and ROI forecasts are achieved and information is transformed into a competitive weapon.
The Xoriant Support Team, bolstered by our methodology, understands the importance of getting it right but with a keen eye on cost. We do this with experienced support pros, operating within our Right Shore delivery model. Our experience tells us that a well defined support plan should contain the following:
- Well defined release management process; with code promotion policies, version management, rollout and rollback plans.
- Region management plan: Typically, organizations will have various regions and it is important to keep these regions up-to-date on code as well as data. Some organization may also want to have data−scrambling procedures while performing data synchronization between production and non-production environments.
- Seamless rollout of software maintenance and upgrades.
- Infrastructure and application support SLAs including server support, database support, BI application (ETL and Reporting platforms), and query support for any data related issues reported by users.
Our methodology, while mature, includes the recognition that each client is unique, and coverage and SLAs will vary between clients and perhaps even by application or subject area. From 24×7 support, with immediate initial response times, to week day business hours the Xoriant support methodology is designed to suit individual customer's need.
As it can be seen above, the initial system study and transition planning are entirely onsite activities that helps the support team create a successful project foundation. As we progress through process definition to process improvement and finally towards engagement maturity, the offshore team's role continues to expand vs the onshore. At a mature process state, costs are minimized, SLAs are met, and end users are focused on leveraging information as a competitive weapon.