In this era, transparency, traceability and accountability on every dollar we spend to execute our business is being scrutinized like never before. Stakes are getting higher and the bar is being raised everyday. The projects we work on must be on time, on budget and on scope. Our focus at 1TATS is delivering the promise we make. Our customers can count on us for the information delivery on time, on budget and on scope. |
Cost Model - Introduction
Definition: A formulaic approach in defining the cost of service.
The model is designed based on the principle of defining work based on a set of enumerated
Standard tasks and the mean effort per task. The cost of each task is calculated as
[Mean Effort Hours] * [ Rate in CCY]
Rationale
Provide lower level detail to clients about the services and their costs
Enable Our Delivery Managers to explain the value proposition for the work
Enable Our Delivery Managers to articulate personnel needs based on proposed or agreed service levels
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Cost Model - Key Terms
Task - Well defined discrete unit of work
Event - Task trigger.
Event Driven - performed in response to an Event.
Alert Driven - performed in response to a machine initiated Alert.
User Inquiry Driven - performed in response to a User Inquiry.
Service Request Driven - performed in response to a human initiated request for an offered Service.
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Alert Driven Tasks - Performed in response to the Alerts
Disk Space Alert : Investigation and follow up or resolution of disk space alerts.
Queue Alert : Investigation and follow up or resolution of queue alerts
Database Alert : Investigation and follow up or resolution of database alerts.
Application Alert : Investigation and follow up or resolution of application-specific and runtime environment alerts
Web Container Alert : Investigation and follow up or resolution of web container alerts
Load Balancer Alert : Investigation and follow up or resolution of load balancer alerts
Hardware Alert : Investigation and follow up or resolution of hardware alerts
Batch Alert : Investigation and follow up or resolution of batch
App Interoperability/Connectivity Alert : Investigation and follow up or resolution of application interoperability alerts (e.g. between client and server processes, between applications)
Process Manager Alert : Investigation and follow up or resolution of process manager alerts
External Connectivity Alert : Investigation and follow up or resolution of connectivity alerts related outside the systems
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User Inquiry Task - Performed in response to a user inquiry
Investigation and follow up of an inquiry where user cannot execute existing application functionality due to an application defect.
Capacity Related : Investigation and follow up of an inquiry where user cannot execute existing application functionality due to load limitation on application/hardware.
Data Quality Related : Investigation and follow up of an inquiry where user encounters stale, inaccurate or incomplete data (e.g. queries on risk calculations, incoming/outgoing data feeds).
Education/User Error Related : User training in response to an inquiry where complaint of non-functioning system is due to user error.
Education/Training Related : Informal user training in response to an inquiry on how to properly execute existing functionality.
Entitlement Gap Related : Investigation and follow up of an inquiry where complaints of non-functioning application is due to lack of user entitlements.
Feature Gap Related : Investigation and follow up of a user inquiry where existing application functionality does not meet user requirements.
Internal/external Infrastructure Failure Related : Investigation and follow up of an inquiry where user cannot execute application functionality due to an infrastructure failure
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Service Requests - Performed in response to a client initiated request for an offered service
Turnover Execution and Verification : Execution of application and/or database turnover including necessary follow ups to confirm full functionality.
Entitlement Request Service : Addition or modification of a user entitlements within an application.
Create Audit Report Service : Creation of report required to investigate/audit application functionality.
Outage Post Mortem Service : Documentation and review of outage including analysis and follow through of action items to resolve the underlying issue.
Plant Tooling Service : This task covers the bug/fix of various tools (applications/scripts) that help in the investigation of incidents, management of prod, qa and dev environments. Examples include RFB automation and replay tools.
Plant Hygiene Service Task: Remediation of application and hardware in prod, qa and dev to meet standards (e.g. security, misuse, alerts review, cleanup, etc.) to ensure integrity of the plant.
Cross-Application Data Extract Service : Creation of aggregated ad hoc reports or data extracts across multiple applications for reporting and review requests
Bug Fix Service : Steps needed to code, test and release application and/or database schema change to resolve application defect.
Enhancement Service : Steps needed to code, test, document and release application and/or database schema change to deliver new features to an existing application. This task can also include non-functional enhancements like usability and performance.
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