Services > Managed Services

Immediate Support…
Assured Availability…Scalability

Mark9 Pte Ltd

Managed Services Stack

Managed Services outsourcing by Mark9 expanded rapidly since few years and adopted by most of SCM planning solutions service providers. As an Independent Service Provider, Mark9 is one the first to develop SCM Managed Services capability in the region.

Since its inception, Mark9’s Managed services portfolio has been one of its greatest strengths and delivered large scale SCM projects to multiple industries and service providers across the globe. Leveraging its best pool of SCM consulting resources, we have the roadmap to enhance current Managed Services to Next Generations Managed Services.

Stack Overview

Managed Services

Transition

- Planning and Readiness
- Knowledge Transfer Phase
- Showing Phase

- SLA Monitoring Phase
- SLA Measurement
- Steady State Phase

Application
Support

- Incident Management
- Problem Resolution

- Bugs, Hot Fixes/Data Fixes
- Preventive Maintenance

Enhancements

- Change Request Mgmt
- Feature Enhancement

- Interface Modification
- Release Management

Service Desk

- Common Ops Help-desk
- Trouble Ticketing
- SOP based resolution

- Ticket Assignment
- Escalation Management
- End user Interface Issues

Production Support
and Administration

- User Account Mgmt
- Database Administration
- Archival/Backup
- Master Data Config Mgmt

- Patch Management
- Interface Mgmt.
- Production Support
- Performance Tuning

Problem
Management

- Interface Issues
- Diagnostics
- Problem Identification

- Root Cause Analysis
- Problem Resolution

These Services Stack Enables You To…

Compatible Processes

Automation

SLA Driven

Metric Focus

SOP’s

Root Cause Analysis

Our Maintenance Framework

01

Incident Management



Process bug fixes that are non-configuration related, govern the escalation of incidents with Client level 1 team with expected response & resolution time

02

Test & Release Management



Testing is done based on your test strategy and deployment based on your change and release management process

03

Change Request Management



Enhancing certain reports, or configuration setup due to requirement changes or due to additional setups

04

Service Request Management



A service request could be used to request for information or to answer “how to” questions, request for batch setup, responding to audit queries

05

Problem Management



When system stabilises overtime, we will establish a proactive problem management & Root Cause process to reduce recurring issues

06

Service Level Agreement



We propose a SLA that will be the right fit to manage the incidents that are raised after go-live

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Our Engagement Model

Complete On-
Site Model

Maximum cost due to dedicated onsite team with expertise in all the areas

Minimum coordination Effort

Does not leverage differential time zone advantage

Balanced
Model

Cost optimisation due to a balanced team structure

Small onsite team for minimal business engagement and faster response time for simple L2 and L3 tickets

Leverages advantage of issue Resolution

Simple workarounds or queries can be addressed directly by onsite team

On-Site
Heavy Model

Increased cost due to heavy onsite presence with expertise in various modules

Offshore Team involved only in R&D or change request development.

Faster issue resolution with lower dependency on offshore

Complete Off-
Shore Model

Low on cost

Delayed response time due

More suitable for L3 and L4 Tickets

Alliance Partner

Alliance Partner

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