Case Study
End-to-end SDLC solutions for an Enterprise Systems Management solutions provider saves over $4 Million a year for the client
Business Impact
- OneWorld delivery framework consolidated project management across the enterprise QA Standardization helped track factors like Investment risk, Portfolio analysis and prioritization, Organization-wide capacity planning
- 10-step test automation framework resulted in broader functional testing coverage across varied product environments / platforms
- Automated UAT reduced from 1 person day effort to less than 1 hour per platform testing
- Policy compliance load testing for 200K endpoints
- Unified program management resulting in 40% cost savings
- Localization testing in French, German, Spanish, simplified-Chinese and Japanese
Perspective
Efficient management of vast and heterogeneous IT environments is the path towards ‘Operational Excellence’. Increasing diversity and complexity in the management of systems, storage, networks, security, applications and processes exposes the fact that no enterprise can acquire complexity without first getting out in front of its system management challenges.
Our client is an IT leader in the enterprise system management space with broad portfolios, significant market share, a clear vision for how IT evolve, and a proven track record for delivering IT solutions. Being in this plane the client devised strong acquisition strategy to beef up their portfolios. As a result they had a relatively dispersed product range that required to integrated quickly. They needed a strong and competent partner who had the expertise and capability to assume complete responsibility of specific product lifecycle
The Company
The client is one of the largest systems management vendors in the world. Their Business Service Management (BSM) solutions empower companies to manage their IT infrastructure from a business perspective. They have pursued an aggressive inorganic strategy to grow their overall systems management product portfolio. CSS was the SDLC partner for one of the major companies that was merged with the client. Subsequent to the completion of the acquisition process, the respective product portfolios have been integrated to offer one of the premier platforms in the industry for Business Service Management. CSS has continued its partnership with the client, continuing to be involved in providing lifecycle management services for the client’s product portfolio.
Business Challenge
- In the crowded systems management space, time to market was absolutely of the essence
- The client had product lines that required effective support for existing customers, while they could concentrate on the new emerging integrated platform
- Further, the new evolving product framework was relatively complex from a technology applications perspective, and the release timelines were aggressive. The client felt the need for a partner who could assist them in co-product development, quality assurance and technical support for customers who were being migrated to the new platform
CSS Solutions
CSS develops, supports & maintains 9 core products for the client's change and configuration management product suite. The product lines include
- Subscription & Policy Compliance
- Discovery Solutions
- Infrastructure Management
- Application Management
- Patch Management
- Sever Management
Multiple development teams worked on various modules of the product in different time zones. This helped the client leverage the time difference to manage overnight builds, simultaneously improving productivity. They also eliminated test infrastructure costs by utilizing offshore test labs
Offshore “Centers of Excellence” have been set up for co-product development, sustenance engineering, QA, and advanced technical support services
Engagement Snapshot across Development, Quality Assurance and Support
Development
- Developed, supported & maintained 9 core products out of the client’s product suite
- Contributed to development & maintenance of over 3 million lines of code
- Managed 10 major and minor product releases
- Effort variance and schedule variance limited to a peak of 2% across the engagement
- Executed 1100 critical maintenance fixes (urgent & high priority defects)
- Peak regression ratio limited 1.5 % over the entire engagement
- Maintained average turn-around time for critical maintenance defects at one day
Quality Assurance
- Test factory with 21 different hardware set-ups & 50 OS variations
- 80 test plans, 10000+ test cases executed
- 1000+ defects (160 P1) eliminated across 300 builds
- 80% reduction in testing time & 40% reduction in QA costs Successfully executed 20+ major and minor releases over the last three years
- 4 major releases certified for release
- Developed 200+ product hot-fixes / patches
Tech Support
- Follow - the - sun Voice & Email Support for enterprise customers in North America & Europe
- Responsible for managing almost 70% of global support volume for the particular product lines
- Level 1, 2 and 3 support for Gold, Silver, and Bronze customers
Customer Delight
