Claims:1. A processor-implemented method comprising:
receiving a plurality of inputs associated with an application, wherein the inputs comprise application characteristics, service catalogue, system stability and work volume characteristics, productivity and effort characteristics;
performing statistical modeling of the received inputs to obtain a baseline mathematical model reflecting current state parameters associated with the application, wherein the current state parameters comprise key performance indicators of system stability, productivity and effort of the application portfolio; and
comparing the baseline mathematical model with corresponding predefined models to detect gaps and opportunities associated with the application, thereby facilitating transformation of application production support and management comprehensively across systems, tools and techniques and people dimensions.

2. The method as claimed in claim 1, further comprising:
predicting benefit quantification parameters using the detected gaps and opportunities associated with the application, wherein the benefit quantification parameters comprise effort and cost associated with the application.

3. The method as claimed in claim 1, wherein performing statistical modeling of the received inputs to obtain the baseline mathematical model reflecting the current state parameters associated with the application, comprises:
creating an estimation model for the received inputs; and
performing statistical correlation between the estimation model and current model of the application to obtain the baseline mathematical model reflecting the current state parameters associated with the application.

4. The method as claimed in claim 1, further comprising:
receiving inputs comprising information technology service management (ITSM) maturity parameters and information regarding people associated with the application; and
analyzing the ITSM maturity parameters, information regarding people associated with the application and stability parameters to identify improvement opportunities with respect to the application, wherein the improvement opportunities are with respect to at least one of people, process, tools, systems associated with the application.

5. The method as claimed in claim 4, wherein analyzing the ITSM maturity parameters, information regarding people associated with the application and stability parameters to identify the improvement opportunities with respect to the application, comprises:
analyzing the ITSM maturity parameters to obtain ITSM maturity plots, wherein the ITSM maturity plots are associated with process maturity and tools and automation maturity;
analyzing the information regarding people associated with the application to obtain a productivity outliers report, wherein the productivity outliers report comprises information regarding resource productivity and lean wastes;
analyzing the stability parameters to obtain a system stability and resiliency report, wherein the system stability and resiliency report comprises information regarding system failure patterns and system resiliency performance; and
identifying the improvement opportunities based on the ITSM maturity plots, productivity outliers report and system stability and resiliency report.

6. The method as claimed in claim 5, further comprising:
validating the improvement opportunities with the benefit quantification parameters to obtain an opportunity report.

7. The method as claimed in claim 5, wherein analyzing the ITSM maturity parameters to obtain the ITSM maturity plots, comprises:
analyzing the ITSM maturity parameters using ITSM maturity models to obtain the ITSM maturity plots.

8. The method as claimed in claim 5, wherein analyzing the information regarding people associated with the application to obtain the productivity outliers report, comprises:
analyzing the information regarding people associated with the application using value stream mapping models and lean techniques to obtain the productivity outliers report.

9. The method as claimed in claim 5, wherein analyzing the stability parameters to obtain the system stability and resiliency report, comprises:
analyzing the stability parameters using log analysis utility of structured and unstructured data to obtain the system stability and resiliency report.

10. A system comprising:
one or more memories; and
one or more hardware processors, the one or more memories coupled to the one or more hardware processors, wherein the one or more hardware processors are capable of executing programmed instructions stored in the one or more memories to:
receive a plurality of inputs associated with an application, wherein the inputs comprise application characteristics, service catalogue, system stability and work volume characteristics, productivity and effort characteristics;
perform statistical modeling of the received inputs to obtain a baseline mathematical model reflecting current state parameters associated with the application, wherein the current state parameters comprise key performance indicators of system stability, productivity and effort of the application portfolio; and
compare the baseline mathematical model with corresponding predefined models to detect gaps and opportunities associated with the application, thereby facilitating transformation of application production support and management comprehensively across systems, tools and techniques and people dimensions.

11. The system as claimed in claim 10, wherein the one or more hardware processors are further capable of executing programmed instructions to:
predict benefit quantification parameters using the detected gaps and opportunities associated with the application, wherein the benefit quantification parameters comprise effort and cost associated with the application.

12. The system as claimed in claim 10, wherein the one or more hardware processors are capable of executing programmed instructions to:
create an estimation model for the received inputs; and
perform statistical correlation between the estimation model and current model of the application to obtain the baseline mathematical model reflecting the current state parameters associated with the application.

13. The system as claimed in claim 10, wherein the one or more hardware processors are further capable of executing programmed instructions to:
receive inputs comprising information technology service management (ITSM) maturity parameters and information regarding people associated with the application; and
analyze the ITSM maturity parameters, information regarding people associated with the application and stability parameters to identify improvement opportunities with respect to the application, wherein the improvement opportunities are with respect to at least one of people, process, tools, systems associated with the application.

14. The system as claimed in claim 13, wherein the one or more hardware processors are capable of executing programmed instructions to:
analyze the ITSM maturity parameters to obtain ITSM maturity plots, wherein the ITSM maturity plots are associated with process maturity and tools and automation maturity;
analyze the information regarding people associated with the application to obtain a productivity outliers report, wherein the productivity outliers report comprises information regarding resource productivity and lean wastes;
analyze the stability parameters to obtain a system stability and resiliency report, wherein the system stability and resiliency report comprises information regarding system failure patterns and system resiliency performance; and
identify the improvement opportunities based on the ITSM maturity plots, productivity outliers report and system stability and resiliency report.

15. The system as claimed in claim 14, wherein the one or more hardware processors are further capable of executing programmed instructions to:
validate the improvement opportunities with the benefit quantification parameters to obtain an opportunity report.

16. The system as claimed in claim 14, wherein the one or more hardware processors are capable of executing programmed instructions to:
analyze the ITSM maturity parameters using ITSM maturity models to obtain the ITSM maturity plots.

17. The system as claimed in claim 14, wherein the one or more hardware processors are capable of executing programmed instructions to:
analyze the information regarding people associated with the application using value stream mapping models and lean techniques to obtain the productivity outliers report.

18. The system as claimed in claim 14, wherein the one or more hardware processors are capable of executing programmed instructions to:
analyze the stability parameters using log analysis utility of structured and unstructured data to obtain the system stability and resiliency report.
, Description:FORM 2

THE PATENTS ACT, 1970
(39 of 1970)
&
THE PATENTS RULES, 2003

COMPLETE SPECIFICATION
(See section 10 and rule 13)

Title of invention:
SYSTEM AND METHOD FOR APPLICATION PRODUCTION SUPPORT AND MANAGEMENT

Applicant:
Tata Consultancy Services Limited
A company Incorporated in India under the Companies Act, 1956
Having address:
Nirmal Building, 9th Floor,
Nariman Point, Mumbai 400021,
Maharashtra, India

The following specification particularly describes the invention and the manner in which it is to be performed.
TECHNICAL FIELD
[001] The embodiments herein generally relate to applications, and, more particularly, to system and method for application production support and management.
BACKGROUND
[002] Generally, production support and management is a discipline for supporting information technology (IT) systems or applications which are currently being used by end users. In an enterprise, while executing production support and management, a plurality of situations may arise. The situations may comprise of undesirable patterns or events arising due to changes in environment or existing policy decisions in any production support engagement. Further, the incidents may comprise but is not limited to increase in number of tickets raised, decrease in the number of team members, decommissioning or addition of an application or module. Thus, considering all these factors simultaneously for providing a smooth operation in day-to-day business activities is a challenge in the production support and management. The current technologies and methods for IT service operations management are reactive in nature. Therefore, the current technologies provides dashboards from past data and problems are solved post they occur.

SUMMARY
[003] The following presents a simplified summary of some embodiments of the disclosure in order to provide a basic understanding of the embodiments. This summary is not an extensive overview of the embodiments. It is not intended to identify key/critical elements of the embodiments or to delineate the scope of the embodiments. Its sole purpose is to present some embodiments in a simplified form as a prelude to the more detailed description that is presented below.
[004] In view of the foregoing, an embodiment herein provides methods and systems for application production support and management. In one aspect, a processor-implemented method includes steps of: receiving a plurality of inputs associated with an application, wherein the inputs comprise application characteristics, service catalogue, system stability and work volume characteristics, productivity and effort characteristics; performing statistical modeling of the received inputs to obtain a baseline mathematical model reflecting current state parameters associated with the application, wherein the current state parameters comprise key performance indicators of system stability, productivity & effort of the application portfolio; and comparing the baseline mathematical model with corresponding predefined models to detect gaps and opportunities associated with the application, thereby facilitating transformation of application production support and management comprehensively across systems, tools and techniques and people dimensions. Further, the method includes steps of : receiving inputs comprising information technology service management (ITSM) maturity parameters, information regarding people associated with the application; and analyzing the ITSM maturity parameters, information regarding people associated with the application and stability parameters to identify improvement opportunities with respect to the application, wherein the improvement opportunities are with respect to at least one of people, process, tools, systems associated with the application.
[005] In another aspect, a system for application production support and management is provided. The system includes one or more memories; and one or more hardware processors, the one or more memories coupled to the one or more hardware processors wherein the one or more hardware processors are capable of executing programmed instructions stored in the one or more memories to: receive a plurality of inputs associated with an application, wherein the inputs comprise application characteristics, service catalogue, system stability and work volume characteristics, productivity and effort characteristics; perform statistical modeling of the received inputs to obtain a baseline mathematical model reflecting current state parameters associated with the application, wherein the current state parameters comprise key performance indicators of system stability, productivity & effort of the application portfolio; and compare the baseline mathematical model with corresponding predefined models to detect gaps and opportunities associated with the application, thereby facilitating transformation of application production support and management comprehensively across systems, tools and techniques and people dimensions. Further, the one or more hardware processors are further capable of executing programmed instructions to: receive inputs comprising information technology service management (ITSM) maturity parameters, information regarding people associated with the application; and analyze the ITSM maturity parameters, information regarding people associated with the application and stability parameters to identify improvement opportunities with respect to the application, wherein the improvement opportunities are with respect to at least one of people, process, tools, systems associated with the application.
[006] In yet another aspect, a non-transitory computer-readable medium having embodied thereon a computer program for executing a method for application production support and management. The method includes steps of: receiving a plurality of inputs associated with an application, wherein the inputs comprise application characteristics, service catalogue, system stability and work volume characteristics, productivity and effort characteristics; performing statistical modeling of the received inputs to obtain a baseline mathematical model reflecting current state parameters associated with the application, wherein the current state parameters comprise key performance indicators of system stability, productivity & effort of the application portfolio; and comparing the baseline mathematical model with corresponding predefined models to detect gaps and opportunities associated with the application, thereby facilitating transformation of application production support and management comprehensively across systems, tools and techniques and people dimensions. Further, the method includes steps of : receiving inputs comprising information technology service management (ITSM) maturity parameters, information regarding people associated with the application; and analyzing the ITSM maturity parameters, information regarding people associated with the application and stability parameters to identify improvement opportunities with respect to the application, wherein the improvement opportunities are with respect to at least one of people, process, tools, systems associated with the application.
[007] It should be appreciated by those skilled in the art that any block diagram herein represents conceptual views of illustrative systems embodying the principles of the present subject matter. Similarly, it is appreciated that any flow charts, flow diagrams, state transition diagrams, pseudo code, and the like represent various processes which may be substantially represented in computer readable medium and so executed by a computing device or processor, whether or not such computing device or processor is explicitly shown.
BRIEF DESCRIPTION OF THE FIGURES
[008] The detailed description is described with reference to the accompanying figures. In the figures, the left-most digit(s) of a reference number identifies the figure in which the reference number first appears. The same numbers are used throughout the drawings to reference like features and modules.
[009] FIG. 1 illustrates a block diagram of a system for application production support and management, in accordance with an example embodiment.
[0010] FIG. 2A-2B illustrate graphs representing transformation reports, in accordance with an example embodiment.
[0011] FIG. 3 illustrates a flow diagram of a method for application production support and management, in accordance with an example embodiment.
[0012] It should be appreciated by those skilled in the art that any block diagrams herein represent conceptual views of illustrative systems and devices embodying the principles of the present subject matter. Similarly, it will be appreciated that any flow charts, flow diagrams, and the like represent various processes which may be substantially represented in computer readable medium and so executed by a computer or processor, whether or not such computer or processor is explicitly shown.
DETAILED DESCRIPTION
[0013] The embodiments herein and the various features and advantageous details thereof are explained more fully with reference to the non-limiting embodiments that are illustrated in the accompanying drawings and detailed in the following description. The examples used herein are intended merely to facilitate an understanding of ways in which the embodiments herein may be practiced and to further enable those of skill in the art to practice the embodiments herein. Accordingly, the examples should not be construed as limiting the scope of the embodiments herein.
[0014] The present subject matter herein provides a system and method for application production support and management, in accordance with an example embodiment. More particularly, the present subject matter identifies performance gaps and transforms IT enabled applications in an organization. Even though, it is mentioned about transforming of IT enabled applications in the document, one can envision that the same process can be performed for transforming of IT enabled services. In an embodiment, various forms of organizational data is received. The received data is then analysed using an outside-in technique and inside-out technique for identifying the gaps in performance compared to an industry standard/benchmarks. In an example embodiment, advanced statistical modelling techniques are used for performing the steps of computing benchmarks, identifying the current state, comparatively analysing the current state with the benchmark and identify the relevant areas of improvement. An ‘ITSM maturity model’ is made use of to analyse and identify process and tools maturity. ‘LEAN techniques’ and ‘value stream mapping models’ are used to identify resource usage and lean wastes, and a ‘log analysis utility tool’ is used to identify system failure patterns and system resiliency performance. The system then collates all the interim outputs of the above mentioned analysis models and generates a final output. The final output includes a set of reports including an opportunity report which identifies the overall potential opportunity to optimize at multiple level, a roadmap for implementing the transformation and a benefit case report which indicates the possible benefits in different aspects of the organization post the transformation is implemented.
[0015] The methods and systems are not limited to the specific embodiments described herein. In addition, the method and system can be practiced independently and separately from other modules and methods described herein. Each device element/module and method can be used in combination with other elements/modules and other methods.
[0016] The manner, in which the system and method for application production support and management, has been explained in details with respect to the FIGS. 1 through 3. While aspects of described methods and systems for application production support and management can be implemented in any number of different systems, utility environments, and/or configurations, the embodiments are described in the context of the following exemplary system(s).
[0017] FIG. 1 illustrates a block diagram of a system 100 for activity detection from metadata features of e-mails, in accordance with an example embodiment. In an example embodiment, the system 100 may be embodied in, or is in direct communication with a computing device. The system 100 includes or is otherwise in communication with one or more hardware processors such as processor(s) 102, one or more memories such as a memory 104, and a network interface unit such as a network interface unit 106. In an embodiment, the processor 102, memory 104, and the network interface unit 106 may be coupled by a system bus such as a system bus or a similar mechanism. Although FIG. 1 shows example components of the system 100, in other implementations, the system 100 may contain fewer components, additional components, different components, or differently arranged components than depicted in FIG. 1.
[0018] The processor 102 may include circuitry implementing, among others, audio and logic functions associated with the communication. For example, the processor 102 may include, but are not limited to, one or more digital signal processors (DSPs), one or more microprocessor, one or more special-purpose computer chips, one or more field-programmable gate arrays (FPGAs), one or more application-specific integrated circuits (ASICs), one or more computer(s), various analog to digital converters, digital to analog converters, and/or other support circuits. The processor 102 thus may also include the functionality to encode messages and/or data or information. The processor 102 may include, among other things, a clock, an arithmetic logic unit (ALU) and logic gates configured to support operation of the processor 102. Further, the processor 102 may include functionality to execute one or more software programs, which may be stored in the memory 104 or otherwise accessible to the processor 102.
[0019] The functions of the various elements shown in the figure, including any functional blocks labeled as “processor(s)”, may be provided through the use of dedicated hardware as well as hardware capable of executing software in association with appropriate software. When provided by a processor, the functions may be provided by a single dedicated processor, by a single shared processor, or by a plurality of individual processors, some of which may be shared. Moreover, explicit use of the term “processor” should not be construed to refer exclusively to hardware capable of executing software, and may implicitly include, without limitation DSP hardware, network processor, application specific integrated circuit (ASIC), FPGA, read only memory (ROM) for storing software, random access memory (RAM), and non-volatile storage. Other hardware, conventional, and/or custom, may also be included.
[0020] The interface(s) 106 may include a variety of software and hardware interfaces, for example, interfaces for peripheral device(s), such as a keyboard, a mouse, an external memory, and a printer. The interface(s) 106 can facilitate multiple communications within a wide variety of networks and protocol types, including wired networks, for example, local area network (LAN), cable, etc., and wireless networks, such as Wireless LAN (WLAN), cellular, or satellite.
[0021] The one or more memories such as a memory 104, may store any number of pieces of information, and data, used by the system to implement the functions of the system. The memory 104 may include for example, volatile memory and/or non-volatile memory. Examples of volatile memory may include, but are not limited to volatile random access memory. The non-volatile memory may additionally or alternatively comprise an electrically erasable programmable read only memory (EEPROM), flash memory, hard drive, or the like. Some examples of the volatile memory includes, but are not limited to, random access memory, dynamic random access memory, static random access memory, and the like. Some example of the non-volatile memory includes, but are not limited to, hard disks, magnetic tapes, optical disks, programmable read only memory, erasable programmable read only memory, electrically erasable programmable read only memory, flash memory, and the like. The memory 104 may be configured to store information, data, applications, instructions or the like for enabling the system 100 to carry out various functions in accordance with various example embodiments. Additionally or alternatively, the memory 104 may be configured to store instructions which when executed by the processor 102 causes the system to behave in a manner as described in various embodiments. The memory 104 includes a data capture and validation module 108, an outside-in analysis module 110, an inside-out analysis module 112, a visualization module 114 and other modules. The modules 108-114 and other modules include routines, programs, objects, components, data structures, etc., which perform particular tasks or implement particular abstract data types. The other modules may include programs or coded instructions that supplement applications and functions of the system 100.
[0022] In operation, the data capture and validation module 108 captures data, associated with an application, from standard templates and raw sources, validates the captured data and extracts key information upon validation. In an embodiment, the data capture and validation module 108 receives application characteristics from filled standard templates and/or Interview process, information technology service management (ITSM) ticketing tool dump, service characteristics, such as coverage, SLAs, usage and so on, from filled standard templates and/or Interview process and process or tools landscape data from interview process. Further, the data capture and validation module 108 captures the received data into standard templates by macro-formatting the received data. Furthermore, the data capture and validation module 108 validates the captured data using validation rules and obtains application characteristics (e.g., complexity factor, criticality, stability, technology and so on), service catalogue (e.g., activities in scope, coverage, SLA, services, people aspects and so on), system stability and work volume characteristics (e.g., incidents, service requests, change requests, Adhoc requests, alerts, problem records, user queries and so on), productivity and effort characteristics, ITSM maturity parameters (e.g., process compliance & best practices leverage, tools and automation and so on), information regarding people associated with the application (e.g., role, location, experience, time motion data and so on). For example, each field has specific data validation rules. Any deviation is rejected example – criticality can be Tier 1, Tier 2, Tier 3, Tier 4. Right mapping is done to convert any specific input to the format needed, like most critical = Tier 1, critical = Tier 2 etc., Finally after the data is loaded, a correlation co-efficient is evaluated to model fitment and any assumptions made, mapping or data is evaluated for all outliers.
[0023] Further in operation, the outside-in analysis module 110 performs statistical modeling of the application characteristics, service catalogue, system stability and work volume characteristics, productivity and effort characteristics to obtain a baseline mathematical model reflecting current state parameters associated with the application. For example, the current state parameters include key performance indicators of system stability, productivity and effort of the application portfolio and so on. In an embodiment, the outside-in analysis module 110 performs statistical modeling of the application characteristics, service catalogue, system stability and work volume characteristics, productivity and effort characteristics using statistical correlation and estimation models. In this embodiment, the outside-in analysis module 110 creates an estimation model for the application characteristics, service catalogue, system stability and work volume characteristics, productivity and effort characteristics. The outside-in analysis module 110 then performs statistical correlation between the estimation model and current model of the application to obtain the baseline mathematical model reflecting current state parameters associated with the application. In other words, the outside-in analysis module 110 analyzes the impact of multiple parameters defining the production management for the impact on effort needed and creates the estimation model. Further, the outside-in analysis module 110 compares the current efforts captured with the estimated efforts. The correlation is then evaluated to check if the data is rightly captured and fits well into the model. The coefficient is > 0.70, the model fitment is good else data needs to be validated for outliers. Below is an example of the linear equation and the correlation coefficient.
Y=0.7x + 34.396
R2 = 0.8254
[0024] In an example, the outside-in analysis module 110 analyzes the impact of each parameter defining the production management for the impact on effort needed and creates an estimation model. The estimation model may be built considering more than 25 parameters which impacts efforts need and accordingly weightages are defined. In other words, critical parameters specific to application portfolio is fed to model and effort needs are estimated and baseline. The outside-in analysis module 110 may analyze the application characteristics to obtain a complexity factor. The outside-in analysis module 110 may analyze the work-in flow characteristics to obtain a consumption factor. Further, the outside-in analysis module 110 validates the model fitment by comparing the estimated efforts with the current efforts. If the correlation co-efficient is greater than 0.70, the model fitment is good else data needs to be validated for outliers. If current efforts are not available, the estimated efforts are the baseline efforts after alignment with customer. The estimation mathematical model is leveraged to baseline the current state and benchmark the efforts and characteristics of the portfolio.
[0025] Furthermore, the outside-in analysis module 110 compares the baseline mathematical model with corresponding predefined models to detect gaps and opportunities associated with the application. For example, the predefined models are industry benchmark models derived from statistical regression techniques of past analyzed research data which is self-adjusting with the increase in data entities. More particularly, the outside-in analysis module 110 compare as-is state with the benchmark and obtain a scatter plot where outliers across multiple dimensions (e.g., right focus, consumption, productivity, source and so on) are identified. Also, the outside-in analysis module 110 predicts benefit quantification parameters using the detected gaps and opportunities associated with the application. For example, the benefit quantification parameters include effort and cost associated with the application. For example, current effort is captured as inputs and estimated effort is calculated as sum of Incident management, user enablement, operations, problem management, change management, SLM etc as per the services included in the service catalogue. Further, opportunity for improvement (i) is obtained as follows
[Current effort (c)– Estimated effort(e) = Opportunity for improvement (i)]
If, i > 0, it is considered as opportunity for improvement
i = 0 or < 0 ignored, if deviation is > 30%, checked with SMEs on the specific case.
[0026] In an embodiment, the dependencies are evaluated between various parameters influencing the application production management for the large sample of 10000 apps, 400 portfolios to derive the correlation equations. This is the benchmark performance. In any current context, these equations are applied to derive the ideal behavior. Any outlier is a potential opportunity to improve. In this example, the dependencies are evaluated between consumption and complexity factors to derive the correlation equations. These are used to determine the ideal consumption for application of a known complexity factor. The outside-in analysis module 110 then identifies outliers where current consumption is greater than the ideal consumption calculated from the correlation equation. Further, the outside-in analysis module 110 evaluates dependencies between complexity and effort needs to perform operations to derive the correlation equations. These are used to determine the ideal efforts for operations for known complexity. Furthermore, the outside-in analysis module 110 evaluates the dependencies between consumption and complexity for experiments conducted to derive the correlation equations. These are used to determine the ideal consumption for application of a known complexity factor and identify outliers
[0027] Moreover, the inside-out analysis module 112 analyzes the ITSM maturity parameters, information regarding people associated with the application and system stability characteristics to identify the current performance with respect to the application. For example, the current performance is with respect to at least one of people, process, tools, systems associated with the application. In an example embodiment, the inside-out analysis module 112 analyzes the ITSM maturity parameters to obtain ITSM maturity plots. The inside-out analysis module 112 analyzes the ITSM maturity parameters using ITSM maturity models to obtain the ITSM maturity plots. The ITSM maturity models used may continuously upgraded with evolution in system management and process management techniques in the industry. For example, the ITSM maturity plots are associated with process maturity and tools and automation maturity. In this example, the ITSM may be defined across production support process areas embedding the industry trends and best practices. The benchmarking results are depicted in a scale of five maturity levels to achieve the best-in-class capabilities delivering Agility, efficiency and quality. Thus systematically helping to identify the opportunity for improvement and specific next steps in the continuous service improvement journey. Example ITSM process maturity model including services with corresponding weightages (i.e., table 1) and maturity definition (i.e., table 2) is shown below.
Services Weightage # Of Sub-processes
Request Fulfilment 10% 5
Incident Management 30% 9
Problem Management 15% 7
Operations 20% 8
SLM 5% 5
Capacity 5% 5
Service Strategy 5% 9
Configuration management 5% 4
Change and release management 5% 6
Grand Total 100% 58
Table 1
Maturity Characteristics Level 1 – Initial Level 2 - Repeatable Level 3 – Defined Level 4 - Managed Level 5 - Optimized
Process Maturity Process is ad-hoc or does not exist. Formalized Process Formalized, documented Standard Process Measured and controlled quantitatively (e.g., metrics, KRIs, KPIs, etc.) Continually improved using incremental and innovative technological improvements
Standardization None Standardized for project / business Standardized across organization Standardized across organization Standardized across organization
Agility and Responsiveness - Reactive Reactive Increased Proactiveness Proactive process
Repeatable No Repeatable for particular project / business but not across organization Repeatable across the organization and works well in crisis situations Repeatable across the organization and works well in crisis situations Repeatable across the organization and proactive risk mitigation
Table 2
[0028] Further, the inside-out analysis module 112 analyzes the information regarding people associated with the application to obtain a productivity outliers report. The inside-out analysis module 112 analyzes the information regarding people associated with the application using value stream mapping models and lean techniques to obtain the productivity outliers report. Generally, lean management principles have dominated the manufacturing industry bringing in efficiencies and improved quality in products and services. Its adoption in IT practices has been a recent trend that appears to deliver significant saves to maintenance spends. Some of the lean themes are optimize utilization (i.e., standardize work, match demand and capacity, and match request complexity and resource capability), eliminate waste (i.e., eliminate recurring issues, automate necessary activities, and consolidate low complexity high frequency requests), optimize sourcing (i.e., strategic vendor alignment to optimize operations, accountability of vendors and right-shoring), maximize value (i.e., improve productivity through team synergies, prioritize requirements using a tiered approach and improve turnaround time through single piece flow), and system rationalization (i.e., rationalize application and data across enterprise, infrastructure rationalization and virtualization and storage usage). The theme of value stream mapping for maximizing value achieved thru the time motion study helps to evaluate the right focus and efforts distribution and eliminate the wastes as efforts that do not add value as much as possible. For example, the productivity outliers report includes information regarding resource productivity and lean wastes. For example, the productivity outliers report may include below details.
Reporting, meetings and governance efforts:
Current efforts are in the range of 12-19% while industry benchmark is in the range of 4-6%.
There is scope for integrating and automating multiple reports generated as dashboards.
Rationalize the meetings in terms of frequency, participants.
Competency development and knowledge management:
Current efforts are in the range of 10-14% while industry benchmark is in the range of 4-6%.
The current process of creation and deletion of knowledge articles needs evaluation.
Need to evaluate the usage and benefit from the knowledge articles.
Potential for shift left to L1.5 and manage the knowledge driven activities.
Center of excellence (CoE) and continuous service improvement (CSI):
Current focus on CSI is 2-5%, which could be enhanced thru set up of a dedicated focus group for Automation and system stabilization initiatives.
[0029] Furthermore, the inside-out analysis module 112 analyzes the stability parameters to obtain a system stability and resiliency report. The system stability and resiliency report may include information regarding system failure patterns and system resiliency performance. The inside-out analysis module 112 analyzes the stability parameters gathered from historical ITSM tool logs using log analysis utility of structured and unstructured data to obtain the system stability and resiliency report. Particularly, analysis of system behavior as witnessed though history of problem logs, ticket databases, system logs can provide a huge insight into how the system is designed and how it would behave in future. This help design reliable and effective systems for the future. The right analytics coupled with appropriate system design principles can help design reliable and effective systems for the future. Also, many of the production issues faced in application support can be prevented by leveraging the various logs and systemic data captured into a coherent early warning system. These systems provide preventive maintenance capability through early warnings and agile problem management capability by providing aids that help identify points of failure quickly. In an embodiment, the inside-out analysis module 112 analyses the system behavior by performing as is analysis (i.e., health monitoring), service level objectives (SLO) management (i.e., quick resolution) and capacity planning and prediction. For example, health monitoring is performed for critical path, temporal analysis, heavy usage, modality, and warnings and alerts. The SLO management may be performed for link system behavior and incidents, identify single point of failure (SPOF) quickly, and knowledge to resolve known SPOF. The prediction is performed for forecasting future needs and performance, identify bottle necks and what if analysis and predict.
[0030] In addition, the visualization module 114 receives the output of the outside-in analysis module 110 and inside-out analysis module 112. Further, the visualization module 114 identifies improvement opportunities (people, process, tools, systems) from the maturity plots, productivity outliners report, and system failure patterns. The visualization module 114 then consolidates and prioritizes the improvement opportunities.
[0031] Also, the visualization module 114 identifies the improvement opportunities based on the ITSM maturity plots, productivity outliers report and system stability and resiliency report. In an example, the ITSM maturity is subjective assessment. Each service and associated key areas are evaluated in a scale of 1-5 (1 – least and 5 – highest Matured) and benchmarks are available for each service. Further, gaps are identified as potential area to improve as follows
[Process Benchmark – Weighted Average (current process Maturity) = Opportunity for improvement (i)]
[0032] For people, data is captured thru Time motion study, ideal effort needs are derived from benchmark data and compared with the actual to identify deviations and opportunities to improve as follows
[Benchmark effort (y) – Actual effort distribution(Sp) = Opportunity for improvement (i)]
[0033] For stability and resiliency analysis, the incident dump is evaluated for repeatability of issues for specific application or specific area or user etc. This is used to determine the current performance (Sp). Further, the ideal consumption for application of a known complexity factor is determined using
Y=16.649In(x) + 7.7933
R2 = 0.9535
where y = benchmark, x is application / specific area
[0034] The gap between benchmark and current incidents provides the opportunity to improve
[Benchmark Stability Factor (Y) – Actual Stability Factor (Sp) = Opportunity for improvement (i)]
[0035] Furthermore, the visualization module 114 validates the improvement opportunities with the benefit quantification and formulates a transformation roadmap based on the validation. For example, the transformation roadmap includes an opportunity report, a roadmap and a benefit case. In this example, the opportunity report includes overall potential opportunity to optimize at multiple levels (platform level, sub LOB level and application component level), roadmap includes a sequence of various initiatives as short term, (0-6 months), mid-term (6-18 months) and Long term (>18 months) and the benefit case depicts the various initiatives that may fetch year over year (YoY) for typically 3 years. Example transformation reports 200A and 200B are shown in FIGS. 2A and 2B (in FIG. 2B, dark grey represents current and light grey represents gap).
[0036] FIG. 3 illustrates a flow diagram of a method 300 for application production support and management, in accordance with an example embodiment. The processor-implemented method 300 may be described in the general context of computer executable instructions. Generally, computer executable instructions can include routines, programs, objects, components, data structures, procedures, modules, functions, etc., that perform particular functions or implement particular abstract data types. The method 300 may also be practiced in a distributed computing environment where functions are performed by remote processing devices that are linked through a communication network. The order in which the method 300 is described is not intended to be construed as a limitation, and any number of the described method blocks can be combined in any order to implement the method 300, or an alternative method. Furthermore, the method 400 can be implemented in any suitable hardware, software, firmware, or combination thereof. In an embodiment, the method 300 depicted in the flow chart may be executed by a system, for example, the system 100 of FIG. 1.
[0037] At block 302, a plurality of inputs associated with an application are received. The inputs include application characteristics, service catalogue, system stability and work volume characteristics, productivity and effort characteristics. At block 304, statistical modeling of the received inputs is performed to obtain a baseline mathematical model reflecting current state parameters associated with the application. The current state parameters may include key performance indicators of system stability, and productivity and effort of the application portfolio. In an embodiment, an estimation model is created for the received inputs. Statistical correlation is then performed between the estimation model and current model of the application to obtain the baseline mathematical model reflecting current state parameters associated with the application.
[0038] At block 306, the baseline mathematical model is compared with corresponding predefined models to detect gaps and opportunities associated with the application, thereby facilitating transformation of application production support and management comprehensively across systems, tools and techniques and people dimensions. Further, benefit quantification parameters are predicted using the detected gaps and opportunities associated with the application. For example, the benefit quantification parameters include effort and cost associated with the application.
[0039] At block 308, inputs including information technology service management (ITSM) maturity parameters, information regarding people associated with the application and stability parameters are received. At block 310, the ITSM maturity parameters, information regarding people associated with the application and stability parameters are analyzed to identify improvement opportunities with respect to the application. The improvement opportunities may be with respect to at least one of people, process, tools, systems associated with the application. In this embodiment, the ITSM maturity parameters are analyzed to obtain ITSM maturity plots. The ITSM maturity plots are associated with process maturity and tools and automation maturity. The ITSM maturity parameters are analyzed using ITSM maturity models to obtain the ITSM maturity plots. Further, the information regarding people associated with the application is analyzed to obtain a productivity outliers report. The productivity outliers report includes information regarding resource productivity and lean wastes. The information regarding people associated with the application are analyzed using value stream mapping models and lean techniques to obtain the productivity outliers report. Furthermore, the stability parameters are analyzed to obtain a system stability and resiliency report. The system stability and resiliency report includes information regarding system failure patterns and system resiliency performance. The stability parameters gathered from historical ITSM tool logs using log analysis utility of structured and unstructured data to obtain the system stability and resiliency report. The improvement opportunities are then identified based on the ITSM maturity plots, productivity outliers report and system stability and resiliency report. At block 312, the improvement opportunities are validated with the benefit quantification parameters to obtain an opportunity report.
[0040] The various embodiments described in FIGS. 1-3 propose a transform support framework which brings in a holistic view of people, process and information technology (IT) systems. The present technique takes a new approach of using statistical methods, algorithms based on historical data to derive insights and recommended actions. This helps in analyzing large and complex IT landscapes comprehensively and quickly.
[0041] The "Transform Support" helps organizations (at different levels of evolution) transform their production support landscape in three different ways:
(1) Define and Establish:
For organizations that are yet to embark on a production management transformation journey, this framework helps in defining the people or organization models, IT service management processes, tools and automation to run the production.
(2) Fix and Improve:
If an organization is having a specific around in their production around service quality, productivity and costs, IT system stability and availability, they can leverage this framework to identify the gaps and establish potential opportunities to fix and improve.
(3) Benchmark and Optimize:
For organizations that have matured their production operations, this approach helps them to systematically assess their current landscape (people, process, systems and tools or automation dimensions) and current performance (service quality, system availability) with respect to industry peers (by geography, line of business etc.) and understand their current strengths and opportunities for continuous improvement.
[0042] The written description describes the subject matter herein to enable any person skilled in the art to make and use the embodiments. The scope of the subject matter embodiments is defined by the claims and may include other modifications that occur to those skilled in the art. Such other modifications are intended to be within the scope of the claims if they have similar elements that do not differ from the literal language of the claims or if they include equivalent elements with insubstantial differences from the literal language of the claims.
[0043] It is, however to be understood that the scope of the protection is extended to such a program and in addition to a computer-readable means having a message therein; such non-transitory computer-readable storage means contain program-code means for implementation of one or more steps of the method, when the program runs on a server or mobile device or any suitable programmable device. The hardware device can be any kind of device which can be programmed including e.g. any kind of computer like a server or a personal computer, or the like, or any combination thereof. The device may also include means which could be e.g. hardware means like e.g. an application-specific integrated circuit (ASIC), a field-programmable gate array (FPGA), or a combination of hardware and software means, e.g. an ASIC and an FPGA, or at least one microprocessor and at least one memory with software modules located therein. Thus, the means can include both hardware means and software means. The method embodiments described herein could be implemented in hardware and software. The device may also include software means. Alternatively, the embodiments may be implemented on different hardware devices, e.g. using a plurality of CPUs.
[0044] The embodiments herein can comprise hardware and software elements. The embodiments that are implemented in software include but are not limited to, firmware, resident software, microcode, etc. The functions performed by various modules described herein may be implemented in other modules or combinations of other modules. For the purposes of this description, a computer-usable or computer readable medium can be any apparatus that can comprise, store, communicate, propagate, or transport the program for use by or in connection with the instruction execution system, apparatus, or device.
[0045] The foregoing description of the specific implementations and embodiments will so fully reveal the general nature of the implementations and embodiments herein that others can, by applying current knowledge, readily modify and/or adapt for various applications such specific embodiments without departing from the generic concept, and, therefore, such adaptations and modifications should and are intended to be comprehended within the meaning and range of equivalents of the disclosed embodiments. It is to be understood that the phraseology or terminology employed herein is for the purpose of description and not of limitation. Therefore, while the embodiments herein have been described in terms of preferred embodiments, those skilled in the art will recognize that the embodiments herein can be practiced with modification within the spirit and scope of the embodiments as described herein.
[0046] The preceding description has been presented with reference to various embodiments. Persons having ordinary skill in the art and technology to which this application pertains will appreciate that alterations and changes in the described structures and methods of operation can be practiced without meaningfully departing from the principle, spirit and scope.