Support portfolio management
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Process of portfolio management which we realized in Service and Support department at Nexign
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Support portfolio management
- 1. §µ§á§â§Ñ§Ó§Ý§Ö§ß§Ú§Ö §á§à§â§ä§æ§Ö§Ý§Ö§Þ §å§ã§Ý§å§Ô §ï§Ü§ã§á§Ý§å§Ñ§ä§Ñ§è§Ú§Ú §Ú §ã§à§á§â§à§Ó§à§Ø§Õ§Ö§ß§Ú§ñ §º§Ñ§Ò§Ú§ß§ã§Ü§Ú§Û §³§Ö§â§Ô§Ö§Û §³§ä§Ñ§â§ê§Ú§Û §Ñ§ß§Ñ§Ý§Ú§ä§Ú§Ü, §Þ§Ö§ß§Ö§Õ§Ø§Ö§â §á§à§â§ä§æ§Ö§Ý§ñ §å§ã§Ý§å§Ô
- 2. 2 Nexign (§Ó§ç§à§Õ§Ú§ä §Ó ?§ª§¬§³ §·§à§Ý§Õ§Ú§ß§Ô?) §£§Ö§Õ§å§ë§Ú§Û §á§à§ã§ä§Ñ§Ó§ë§Ú§Ü BSS-§â§Ö§ê§Ö§ß§Ú§Û §Ú IoT-§á§Ý§Ñ§ä§æ§à§â§Þ §Õ§Ý§ñ §à§á§Ö§â§Ñ§ä§à§â§à§Ó §ã§Ó§ñ§Ù§Ú ? §°§á§í§ä §ä§â§Ñ§ß§ã§æ§à§â§Þ§Ñ§è§Ú§Ú §Ò§Ú§Ù§ß§Ö§ã§Ñ §à§á§Ö§â§Ñ§ä§à§â§à§Ó §å§â§à§Ó§ß§ñ Tier 1 (§Ò§à§Ý§Ö§Ö 75 §Þ§Ý§ß §Ñ§Ò§à§ß§Ö§ß§ä§à§Ó) ? §§å§é§ê§Ñ§ñ §ã§à§Ó§à§Ü§å§á§ß§Ñ§ñ §ã§ä§à§Ú§Þ§à§ã§ä§î §Ó§Ý§Ñ§Õ§Ö§ß§Ú§ñ (TCO) §Ó §Ü§Ý§Ñ§ã§ã§Ö ¡ª §ß§Ñ 25% §ß§Ú§Ø§Ö, §é§Ö§Þ §Ó §ã§â§Ö§Õ§ß§Ö§Þ §á§à §â§í§ß§Ü§å ? §³§à§Ü§â§Ñ§ë§Ö§ß§Ú§Ö TTM §Ò§à§Ý§Ö§Ö, §é§Ö§Þ §ß§Ñ 80% ? §´§Ö§ç§ß§à§Ý§à§Ô§Ú§Ú, §à§ã§ß§à§Ó§Ñ§ß§ß§í§Ö §ß§Ñ §á§â§Ú§ß§è§Ú§á§Ñ§ç Agile §Ú DevOps, §à§Ò§Ö§ã§á§Ö§é§Ú§Ó§Ñ§ð§ä §Ò§í§ã§ä§â§å§ð §à§Ü§å§á§Ñ§Ö§Þ§à§ã§ä§î ? §±§Ñ§â§ä§ß§Ö§â§ã§Ü§Ñ§ñ §Þ§à§Õ§Ö§Ý§î, §á§à§Ù§Ó§à§Ý§ñ§ð§ë§Ñ§ñ §à§á§Ö§â§Ñ§ä§à§â§Ñ§Þ §â§Ñ§ã§ê§Ú§â§ñ§ä§î §Ò§Ú§Ù§ß§Ö§ã- §Ó§à§Ù§Þ§à§Ø§ß§à§ã§ä§Ú §ã §á§à§Þ§à§ë§î§ð §Ú§ß§ß§à§Ó§Ñ§è§Ú§à§ß§ß§à§Ô§à §á§à§â§ä§æ§Ö§Ý§ñ §á§â§à§Õ§å§Ü§ä§à§Ó §Ú §å§ã§Ý§å§Ô 120+ §Ý§Ú§Õ§Ö§â§ã§ä§Ó§Ñ §ß§Ñ §â§í§ß§Ü§Ö BSS-§â§Ö§ê§Ö§ß§Ú§Û 27 §Ý§Ö§ä §å§ã§á§Ö§ê§ß§í§ç §á§â§à§Ö§Ü§ä§à§Ó §¯§Ñ§Þ §Õ§à§Ó§Ö§â§ñ§ð§ä 50+ 1800+ §à§á§Ö§â§Ñ§ä§à§â§à§Ó §ã§Ó§ñ§Ù§Ú §Ó 16 §ã§ä§â§Ñ§ß§Ñ§ç §Þ§Ú§â§Ñ §ã§à§ä§â§å§Õ§ß§Ú§Ü§à§Ó Nexign §Ó§ç§à§Õ§Ú§ä §Ó §Ó§Ö§Õ§å§ë§Ú§Ö §à§ä§â§Ñ§ã§Ý§Ö§Ó§í§Ö §Ñ§ã§ã§à§è§Ú§Ñ§è§Ú§Ú 2 §° Nexign
- 3. §µ§ã§Ý§å§Ô§Ú §á§à§Õ§Õ§Ö§â§Ø§Ü§Ú §Ú §ï§Ü§ã§á§Ý§å§Ñ§ä§Ñ§è§Ú§Ú §¢§Ñ§Ù§à§Ó§Ñ§ñ §³§ä§Ñ§ß§è§Ú§ñ (BS) §¢§Ñ§Ù§à§Ó§Ñ§ñ §³§ä§Ñ§ß§è§Ú§ñ (BS) §¡§´§³ (MSC) §¬§à§ß§ä§â§à§Ý§Ý§Ö§â §Ò§Ñ§Ù§à§Ó§à§Û §ã§ä§Ñ§ß§è§Ú§Ú (BSC) §¬§à§ß§ä§â§à§Ý§Ý§Ö§â §Ò§Ñ§Ù§à§Ó§à§Û §ã§ä§Ñ§ß§è§Ú§Ú (BSC) §¢§Ú§Ý§Ý§Ú§ß§Ô§à§Ó§Ñ§ñ §ã§Ú§ã§ä§Ö§Þ§Ñ (BSS) §¤§â§å§á§á§Ñ §ä§Ö§ç. §ã§à§á§â§à§Ó§à§Ø§Õ§Ö§ß§Ú§ñ §¬§Ý§Ú§Ö§ß§ä§Ñ §µ§ã§Ý§å§Ô§Ú §´§Ö§ç§ß§Ú§é§Ö§ã§Ü§à§Û §±§à§Õ§Õ§Ö§â§Ø§Ü§Ú §µ§ã§Ý§å§Ô§Ú §¿§Ü§ã§á§Ý§å§Ñ§ä§Ñ§è§Ú§Ú BSS-§â§Ö§ê§Ö§ß§Ú§ñ §µ§ã§Ý§å§Ô§Ú §¿§Ü§ã§á§Ý§å§Ñ§ä§Ñ§è§Ú§Ú BSS-§â§Ö§ê§Ö§ß§Ú§ñ §¤§â§å§á§á§Ñ §ä§Ö§ç. §ã§à§á§â§à§Ó§à§Ø§Õ§Ö§ß§Ú§ñ Nexign
- 4. §£§Ú§Õ§í §à§Ü§Ñ§Ù§í§Ó§Ñ§Ö§Þ§í§ç §å§ã§Ý§å§Ô ? §´§Ö§ç§ß§Ú§é§Ö§ã§Ü§Ñ§ñ §á§à§Õ§Õ§Ö§â§Ø§Ü§Ñ ? §µ§á§â§Ñ§Ó§Ý§Ö§ß§Ú§Ö §Ú§ß§è§Ú§Õ§Ö§ß§ä§Ñ§Þ§Ú §Ú §á§â§à§Ò§Ý§Ö§Þ§Ñ§Þ§Ú ? Managed Services §µ§ã§Ý§å§Ô§Ú §¿§Ü§ã§á§Ý§å§Ñ§ä§Ñ§è§Ú§Ú §Ú §³§à§á§â§à§Ó§à§Ø§Õ§Ö§ß§Ú§ñ §¢§Ñ§Ù§à§Ó§í§Ö §å§ã§Ý§å§Ô§Ú §¥§à§á§à§Ý§ß§Ú§ä§Ö§Ý§î§ß§í§Ö §å§ã§Ý§å§Ô§Ú ? §´§Ö§ç§ß§Ú§é§Ö§ã§Ü§Ú§Ö §Ñ§å§Õ§Ú§ä§í ? §²§Ñ§Ù§Ó§Ú§ä§Ú§Ö §å§ã§Ý§å§Ô ? §µ§á§â§Ñ§Ó§Ý§Ö§ß§Ú§Ö §ã§à§Ò§í§ä§Ú§ñ§Þ§Ú §Ú §Þ§à§ß§Ú§ä§à§â§Ú§ß§Ô ? §±§à§Õ§Õ§Ö§â§Ø§Ü§Ñ VM, OS, HW, DB ? §¬§à§ß§ã§Ñ§Ý§ä§Ú§ß§Ô ? §£§í§Õ§Ö§Ý§Ö§ß§ß§í§Û §Ú§ß§Ø§Ö§ß§Ö§â ? §²§Ñ§ã§ê§Ú§â§Ö§ß§ß§Ñ§ñ §á§à§Õ§Õ§Ö§â§Ø§Ü§Ñ Oracle §²§Ñ§Ù§â§Ñ§Ò§Ñ§ä§í§Ó§Ñ§Ö§Þ§í§Ö §å§ã§Ý§å§Ô§Ú
- 5. §£§Ú§ä§â§Ú§ß§Ñ Service Portfolio Dashboard §£§Ú§ä§â§Ú§ß§Ñ Service Portfolio
- 6. Topic-based authoring Topic- §Ñ§ä§à§Þ§Ñ§â§ß§í§Û §ï§Ý§Ö§Þ§Ö§ß§ä §à§á§Ú§ã§Ñ§ß§Ú§ñ
- 7. §±§â§à§è§Ö§ã§ã§í §å§á§â§Ñ§Ó§Ý§Ö§ß§Ú§ñ §á§à§â§ä§æ§Ö§Ý§Ö§Þ 1. §±§â§à§Õ§Ñ§Ø§Ñ §³§å§ë§Ö§ã§ä§Ó§å§ð§ë§Ö§Û §µ§ã§Ý§å§Ô§Ú Service Portfolio Request §¸§Ö§Ý§î: §±§à§Õ§Õ§Ö§â§Ø§Ü§Ñ §Õ§Ö§á§Ñ§â§ä§Ñ§Þ§Ö§ß§ä§Ñ §á§â§à§Õ§Ñ§Ø §Ó §é§Ñ§ã§ä§Ú §á§â§à§Õ§Ñ§Ø§Ú §ã§Ö§â§Ó§Ú§ã§à§Ó. §±§Ý§Ñ§ß§Ú§â§à§Ó§Ñ§ß§Ú§Ö §â§Ö§ã§å§â§ã§à§Ó §Õ§Ö§á§Ñ§â§ä§Ñ§Þ§Ö§ß§ä§Ñ §á§à§Õ§Õ§Ö§â§Ø§Ü§Ú 2. §¥§à§Ò§Ñ§Ó§Ý§Ö§ß§Ú§Ö §µ§ã§Ý§å§Ô§Ú §Ó §±§à§â§ä§æ§Ö§Ý§î Service Offering Request §¸§Ö§Ý§î: §²§Ñ§ã§ê§Ú§â§Ö§ß§Ú§Ö §á§à§â§ä§æ§Ö§Ý§ñ §å§ã§Ý§å§Ô §Ó§à§ã§ä§â§Ö§Ò§à§Ó§Ñ§ß§ß§í§Þ§Ú §Ú §á§â§Ú§Ò§í§Ý§î§ß§í§Þ§Ú §å§ã§Ý§å§Ô§Ñ§Þ§Ú §±§â§à§è§Ö§ã§ã§í §å§á§â§Ñ§Ó§Ý§Ö§ß§Ú§ñ §á§à§â§ä§æ§Ö§Ý§Ö§Þ
- 8. §±§à§Õ§Õ§Ö§â§Ø§Ü§Ñ §á§â§à§Õ§Ñ§Ø §å§ã§Ý§å§Ô §±§â§à§è§Ö§ã§ã §à§Ò§â§Ñ§Ò§à§ä§Ü§Ú SPR (Service Portfolio Request) Service Portfolio Request Charter §¶§Ú§Ü§ã§Ñ§è§Ú§ñ §Ó SPR §ß§Ö§à§Ò§ç§à§Õ§Ú§Þ§í§ç §Õ§Ñ§ß§ß§í (§ä§â§Ö§Ò§å§Ö§Þ§í§Ö SLA, §ã§à§ã§ä§Ñ§Ó §å§ã§Ý§å§Ô§Ú §Ú §ä.§á.) ? §±§â§à§è§Ö§ã§ã §á§â§à§Õ§Ñ§Ø ? §±§Ý§Ñ§ß§Ú§â§à§Ó§Ñ§ß§Ú§Ö §â§Ö§ã§å§â§ã§à§Ó/§¢§ð§Õ§Ø§Ö§ä§Ú§â§à§Ó§Ñ§ß§Ú§Ö ? Transition planning §©§Ñ§ä§â§Ñ§Ô§Ú§Ó§Ñ§Ö§Þ§í§Ö §á§â§à§è§Ö§ã§ã§í ? SLA ? Contract ? RACI §±§â§à§â§Ñ§Ò§Ñ§ä§í§Ó§Ñ§Ö§Þ§í§Ö §Õ§à§Ü§å§Þ§Ö§ß§ä§í ? §¡§ß§Ñ§Ý§Ú§ä§Ú§Ü§Ú §á§à§â§ä§æ§Ö§Ý§ñ §å§ã§Ý§å§Ô ? §¡§ß§Ñ§Ý§Ú§ä§Ú§Ü§Ú Pre-sale ? §²§å§Ü§à§Ó§à§Õ§Ú§ä§Ö§Ý§Ú §ï§Ü§ã§á§Ý§å§Ñ§ä§Ñ§è§Ú§Ú ? §À§â§Ú§ã§ä§í ? §±§â§Ö§Õ§ã§ä§Ñ§Ó§Ú§ä§Ö§Ý§Ú §æ§Ú§ß. §Õ§Ö§á§Ñ§â§ä§Ñ§Þ§Ö§ß§ä§Ñ §µ§é§Ñ§ã§ä§ß§Ú§Ü§Ú §¶§à§â§Þ§Ú§â§à§Ó§Ñ§ß§Ú§Ö §á§Ö§â§Ó§Ú§é§ß§à§Ô§à §á§â§Ö§Õ§Ý§à§Ø§Ö§ß§Ú§ñ (§ã§à§ã§ä§Ñ§Ó §ã§Ö§â§Ó§Ú§ã§Ñ, SLA) §²§Ñ§ã§é§Ö§ä §ã§ä§à§Ú§Þ§à§ã§ä§Ú, §á§à§Õ§Ô§à§ä§à§Ó§Ü§Ñ §Þ§Ñ§ä§Ö§â§Ú§Ñ§Ý§à§Ó §°§Ò§ã§å§Ø§Õ§Ö§ß§Ú§Ö §Ó §¥§¿§Ú§³ ( §ã §â§å§Ü§à§Ó§à§Õ§Ú§ä§Ö§Ý§ñ§Þ§Ú §Õ§à§Þ§Ö§ß§à§Ó, §à§ä§Õ§Ö§Ý§à§Ó, §Õ§â.) §³§à§Ô§Ý§Ñ§ã§à§Ó§Ñ§ß§Ú§Ö §ã §¥§²§¢ §µ§é§Ñ§ã§ä§Ú§Ö §Ó §á§Ö§â§Ö§Ô§à§Ó§à§â§Ñ§ç, §ã§à§Ô§Ý§Ñ§ã§à§Ó§Ñ§ß§Ú§ñ§ç, §á§â§Ö§Ù§Ö§ß§ä§Ñ§è§Ú§ñ§ç §Ü§Ý§Ú§Ö§ß§ä§å, §ª§ã§á§à§Ý§î§Ù§à§Ó§Ñ§ß§Ú§Ö §Þ§Ñ§ä§Ö§â§Ú§Ñ§Ý§à§Ó §Ó §á§Ý§Ñ§ß§Ú§â§à§Ó§Ñ§ß§Ú§Ú §â§Ö§ã§å§â§ã§à§Ó §Ú §å§ã§Ý§å§Ô §¥§¿§Ú§³
- 9. §£§í§ç§à§Õ§í §á§â§à§è§Ö§ã§ã§Ñ SPR §°§Ò§â§Ñ§Ò§à§ä§Ü§Ñ SPR §£§í§ç§à§Õ§í §°§è§Ö§ß§Ü§Ñ §ã§ä§à§Ú§Þ§à§ã§ä§Ú §á§à§Õ§Õ§Ö§â§Ø§Ü§Ú §¬§Ñ§ã§ä§à§Þ§Ú§Ù§Ú§â§à§Ó§Ñ§ß§ß§à§Ö §à§á§Ú§ã§Ñ§ß§Ú§Ö §ã§Ö§â§Ó§Ú§ã§Ñ §±§â§à§Ô§ß§à§Ù §Ü§à§Ý§Ú§é§Ö§ã§ä§Ó§Ñ §ä§â§Ö§Ò§å§Ö§Þ§í§ç §Ú§ß§Ø§Ö§ß§Ö§â§à§Ó
- 10. §²§Ö§ã§å§â§ã§ß§à-§æ§Ú§ß§Ñ§ß§ã§à§Ó§à§Ö §±§Ý§Ñ§ß§Ú§â§à§Ó§Ñ§ß§Ú§Ö §¤§à§Õ§à§Ó§à§Û §Ò§ð§Õ§Ø§Ö§ä §¦§Ø§Ö§Þ§Ö§ã§ñ§é§ß§í§Û §Ü§à§ß§ä§â§à§Ý§î §°§á§Ö§â§Ñ§è§Ú§à§ß§ß§í§Ö §ß§Ñ§Ü§Ý§Ñ§Õ§ß§í§Ö §â§Ñ§ã§ç§à§Õ§í, §ß§Ö§á§â§à§Ú§Ù§Ó§à§Õ§ã§ä§Ó§Ö§ß§ß§í§Ö §â§Ñ§ã§ç§à§Õ§í §±§â§à§Ö§Ü§ä§í §Ó§ß§å§ä§â§Ö§ß§ß§Ö§Ô§à §â§Ñ§Ù§Ó§Ú§ä§Ú§ñ §¥§Ö§Û§ã§ä§Ó§å§ð§ë§Ú§Ö §Ü§à§ß§ä§â§Ñ§Ü§ä§í SPR
- 11. §¥§à§Ò§Ñ§Ó§Ý§Ö§ß§Ú§Ö §ß§à§Ó§à§Û §å§ã§Ý§å§Ô§Ú §Ó §á§à§â§ä§æ§Ö§Ý§î 8 ? §°§á§â§Ö§Õ§Ö§Ý§ñ§Ö§ä§ã§ñ §Ü§à§ß§è§Ö§á§ä §å§ã§Ý§å§Ô§Ú ¨C§ã§à§ã§ä§Ñ§Ó, §Þ§à§Õ§Ö§Ý§î §Ú SLA ? §°§è§Ö§ß§Ú§Ó§Ñ§Ö§ä§ã§ñ §Ó§à§Ù§Þ§à§Ø§ß§à§ã§ä§Ú §à§Ü§Ñ§Ù§Ñ§ß§Ú§ñ §å§ã§Ý§å§Ô ? §°§è§Ö§ß§Ú§Ó§Ñ§Ö§ä§ã§ñ §ï§Ü§à§ß§à§Þ§Ú§é§Ö§ã§Ü§Ñ§ñ §ï§æ§æ§Ö§Ü§ä§Ú§Ó§ß§à§ã§ä§î ? §µ§ä§à§é§ß§ñ§Ö§ä§ã§ñ §Ü§à§ß§è§Ö§á§ä §å§ã§Ý§å§Ô§Ú ? §£§ß§å§ä§â§Ö§ß§ß§Ö§Ö §ã§à§Ô§Ý§Ñ§ã§à§Ó§Ñ§ß§Ú§Ö ? §¯§à§Ó§Ñ§ñ §å§ã§Ý§å§Ô§Ñ §ã§à§Ô§Ý§Ñ§ã§à§Ó§í§Ó§Ñ§Ö§ä §ã§ñ §ã §¥§²§¢ §Õ§Ý§ñ §Õ§Ñ§Ý§î§ß§Ö§Û§ê§Ö§Û §á§â§à§Õ§Ñ§Ø§Ú ? §µ§ã§Ý§å§Ô§Ñ §Ó§Ü§Ý§ð§é§Ñ§Ö§ä§ã§ñ §Ó §á§à§â§ä§æ§Ö§Ý§î §å§ã§Ý§å§Ô ? §°§æ§à§â§Þ§Ý§ñ§ð§ä§ã§ñ §ß§Ö§à§Ò§ç§à§Õ§Ú§Þ§í§Ö §Þ§Ñ§ä§Ö§â§Ú§Ñ§Ý§í §Õ§Ý§ñ §á§â§à§Õ§Ñ§Ø§Ú §å§ã§Ý§å§Ô§Ú ? §¥§²§¢ §Þ§à§Ô§å§ä §á§â§à§Õ§Ñ§Ó§Ñ§ä§î §å§ã§Ý§å§Ô§å §±§â§à§è§Ö§ã§ã §à§Ò§â§Ñ§Ò§à§ä§Ü§Ú SOR(Service Offering Request) DEFINE ANALYZE APPROVE CHARTER
- 12. §±§â§Ú§Þ§Ö§â§í SOR §Ú SPR ? §³§à§Õ§Ö§â§Ø§Ú§Þ§à§Ö / Content §£§ä§à§â§à§Û §å§â§à§Ó§Ö§ß§î / level 2 §´§â§Ö§ä§Ú§Û §å§â§à§Ó§Ö§ß§î / level 3 Service Offering Request Service Pipeline Request
- 13. §µ§á§â§Ñ§Ó§Ý§Ö§ß§Ú§Ö §á§à§â§ä§æ§à§Ý§Ú§à- full view Maintenance & Support Service Sales Catalogue Retired Services Service catalogue of the Client SPR SOR Service Pipeline Support Service Portfolio Charter