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Professional Services

Syber and our business partners offer a variety of implementation support services for our clients. Which services are utilized, and to what extent, will vary for each Syber ITworks implementation. Syber has packaged its service offerings into three distinct models or methodologies; eXpresso, Cappuccino and Latte. Regardless of the methodology selected, the following services are always provided during pre-specified phases of the implementation :

Implementation Planning and Preparation
The purpose of this phase is to identify the scope of the client's implementation project and to create a project plan. Some of the items that are considered in the planning and preparation phase include the following:

  • Identify the proper timeframe for a successful implementation
  • Identify the order of Syber ITworks modules to be installed
  • Create a testing plan for each module
  • Create a training plan for the client's staff
  • Create a detailed project plan that documents each specific implementation task
  • Identify parallel processes and project tasks
  • Determine and incorporate critical success factors and desired business improvement metrics into the project plan
  • Identify all project team members - both client and Syber - including executive sponsors, steering committee members, core team members, implementation managers, key users, and extended core team members

Software Installation and Setup
The purpose of this phase is to define the client's system environment and to deliver a training database so that subsequent phases can begin. Some of the items comprising this phase include the following:

  • Install Syber ITworks on client's server
  • Train company staff on how to configure the workstations that will be accessing the application
  • Perform system review of installed hardware and network components that will be working with Syber ITworks (i.e., infrastructure management)
  • Initialize the database as the starting point for a client-specific system (parameters, data, etc.)

Training and Functional Design
The purpose of this phase is to review system functions, parameters, administration procedures and business processes with the client. Some of the items comprising this phase include the following:

  • Conduct daily hands-on training sessions - preferably using train-the-trainer approach, including both beginning and advanced sessions, either on-site or at Syber
  • Identify business procedures that will work best with Syber ITworks
  • Perform a gap analysis of the differences between company needs and Syber ITworks specifications, including recommended workarounds
  • Present gap resolutions as part of the project plan

Conference Room Pilot
The purpose of this step is to test all system transactions as if they were being processed in a live production environment, and to verify the results by checking the accuracy of the data. Some of the items to be completed in this phase include the following:

  • Determine that all system transactions, personalizations, reports, etc. have been completed satisfactorily before cut-over to a live environment
  • Resolve issues (if any) before production cut-over

Cut-over Preparation
The purpose of this step is to ensure that all master data, open transactions, previous period closings and reports are ready for the GO-LIVE date.

Production Cut-over and GO-LIVE
During this phase, the client runs the software in a live production environment for their business activities.
Assist client as defined in the project plan

Optimization
The purpose of this phase is to conduct periodic reviews of software performance and assess how well the project has met the critical success factors identified at the beginning of the project. Some of the items to be completed in this phase include the following:

  • Identify bottleneck areas and under-utilized features
  • Identify additional ROI opportunities

For projects requiring more specialized service offerings, Syber excels in a variety of critical business and IT activities including:

Data Conversions and Customized Reporting
The purpose of this phase is to identify any data conversion requirements and/or custom inquiry and reporting needs • including business statistics - and to produce conversion templates, inquiries and reports as needed. Some of the items to be completed in this phase include the following:

  • Identify files to be manually entered and those to be converted electronically from the client's current system
  • Incorporate conversion and report development work as part of the project plan

Customizations and Interfaces
The purpose of this phase is to specify and make changes to the software as a result of finding any functional gaps and/or specifying interfaces to legacy or third party systems. Some of the items to be completed in this phase include the following:

  • Analyze custom requirements; specify and make changes
  • Document changes and incorporate into test plans

User Operating Procedures and Documentation
The purpose of this phase is to document all end-user operating procedures for each Syber ITworks module to be installed. The result of this activity is a document that will be used for formal end-user training prior to production cut-over.
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