siliconindia | | April 201919Efficiency: Doing things right by economising the conver-sion of input to output eliminating the wasteEffectiveness: Doing right things by moving highest priori-ties on the stackScalability: Fault tolerant infrastructure & highly integrated human structures Reliability: Consistent predictable results through repeat-able mechanisms resilient to spikes/unforeseen eventsVelocity: Speed of quality deliveries achieved through mechanised operation by integrated teams and toolingProductivity: Magnitude of quality throughput at optimized costClient Satisfaction: Function of productivity and velocity. Measured via automated composite formula with parameters coming from system inputs Define KPIs and associated metrics rolling-up to each of the guiding principles as individual indexes viz. Efficiency Index, Effectiveness Index, Reliability Index, Scalability Index and Client Satisfaction Index - these indexes will be composite functions of the underlying KPIs. The KPIs are required to be engineered to have a quantitative function that derives their values from set of key system generated met-rics. The parent indexes then find their place on CIO/CTO dashboard presented to the top executive committee of the organization on periodic basis.Model Part II: The Process MechanicsOne of the most critical elements in global application man-agement is the creation and maintenance of set of `live' Standard Operating Procedures (SOPs). This set lists all the tasks that are essential for effective management of global applications. An apt set of SOPs define `what needs to be done' and `who does it'. These SOPs involve standard trou-bleshooting scenarios and associated structured problem-solving techniques. Therefore, the SOPs help increase per-formance, maximize efficiency, and safeguard the quality of application support.The following diagram depicts Global Application Standard Operating Procedures (GASOP) at a broader level mapped to their respective cores as part of GSOPs ­ well-defined path of resolution of every applica-tion impacting scenarios viz. Global Application Issue Resolutions (GAIRs). It is recommended that every GASOPs is represented by a process flow diagram to depict the steps or actions to be initiated as part of the embedded GAIR. SOPs also ensure improved quality at reduced training costs, faster deliveries and elimination of waste and the subjectivity factor in sys-tem and human performance evaluation. Model Part III: The Resources - Ownerships and Competency/Skills Mapping This part of the model talks about mapping competencies to the defined GASOPs and GAIRs. This helps in assigning ownerships, evaluating performance and identifying indi-vidual training needs.Additionally, this exercise helps us to identify the de-mand-supply position between number of applications and resources or skip-set gap. Missing or insufficient skills can be fulfilled through training or new resources hiring. Im-prove scalability of application through cross-skill trainings without any additional spend.Model Part IV: Strengthening & Maturity ProcessThis part of model focuses on enhanced client experience through process maturity, technology excellence and adop-tion of latest trends and techniques in execution space. Pro-cess maturity largely comes from further mechanisation of SOPs through additions of granular scenarios of issue reso-lutions. Staying compliant with global standards such as GDPR is mandatory from process governance perspective. Technology excellence is achieved via integration of complimenting enterprise application management and monitoring software. Automation of calculating in-dexes and associated metrics through system paramet-ric data mentioned in Part-1 of the model are part of the technology excellence. To achieve highest degree of client satisfaction, the measure of DevOps lab is highly recommended as part of model maturity. Deploying hybrid techniques such as Scrumban, hybrid of Scrum and Kanban, coupled with test driven development (TDD) and testing automation further adds to the speed of delivery.Complementing the Dev-Ops best practises, the ba-sic actions of technical governance viz. defect correc-tion, software updates adaption, long-term design per-fection and defect prevention ought to be performed on a continual basis. Deploying hybrid techniques such as Scrumban, coupled with test driven development (TDD) and testing automation further adds to the speed of delivery
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