About the Client
The Client is a leading provider of enterprise system management software products. The Client’s software solutions span enterprise systems, network systems, applications, databases and service management. The client offers a suite of products that are used to monitor the enterprise infrastructure of some of the world’s largest organizations.
The Client had a portfolio of acquired and internally developed software product integrations between its central console and third-party software suites. These software product integrations had a dwindling revenue stream and the client was facing challenges in proficiently supporting them for a growing matrix of operating systems and third-party software suite versions. The client wanted to maximize product life and support customers per standard SLAs while reducing its overall spend. The Client wanted to explore options for software maintenance and support of these legacy products outside its offshore captive center.
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After establishing a dedicated software lab, Silicus stabilized the code base and eliminated the customer issue log. Subsequently, to reduce costs, Silicus implemented a portfolio approach to resource planning wherein team members were cross-trained to support several product integrations. The team supported product integrations with third-party software suites from HP, IBM, SAP, Peregrine, Oracle, WebMethods and CA.
Certification for new third-party software versions
Silicus modified existing integration products to maintain compatibility with new releases of third-party software suites.
Certification of new central console software releases
The team also performed compatibility testing and certification of central console software version releases with existing third-party software suite versions. Modifications to product integrations were made to address compatibility issues.
Ongoing ticket based support
As part of maintenance and support, the team was responsible for addressing and resolving end customer issues. Support was provided for end customers on Windows, HP-UX, AIX, Solaris and Linux operating systems.
3rd Party Software Integration
HP OpenView, HP Network Node Manager, HP Peregrine, IBM Tivoli, SAP
Windows, Solaris, HP-UX, IBM-AIX, RHEL
Socket Programming, Remote Procedure Call, Multithreading
Portfolio Approach to Leveraging Expertise from Low Cost Location
Silicus leveraged a pool of expert senior resources cross-trained across several products. Without this portfolio approach to resource planning, the Client would not have been able to support the products cost effectively.
Lower Software Engineering Risks
Silicus adopted a disciplined, process driven approach to maintenance and support operations, providing predictable bug fix support, patch & service pack releases and product enhancement roadmaps.
Extend Product Life and Return on Assets
Silicus was able to structure the software lab to proficiently maintain and support a large portfolio of products with optimal resources. By meeting end user expectations, Silicus was instrumental in extending the product life significantly, delivering a higher return on assets for the client.