Implementation of eXpress

The modern Russian IT solutions market is characterized by rapid product development and a large backlog of customer requirements. The implementation of such solutions should combine classical project management methods with customer requirements management.
Dozens of projects successfully implemented by our company have allowed us to develop approaches that combine the practices of two worlds - product implementation and development.

Classical approach

A project is always a joint effort between the Customer and the Contractor. The following are critical for successful project implementation:

Involvement of the customer's IT management

Following project goals combined with flexible approaches to work organization

Reliance on the customer's IT specialists

Adaptation of the project to existing processes and infrastructure

Involvement of the customer's IT management

Methodology

Waterfall with classic stages of creating automated systems (GOST 34.601-90). Adaptation of the approach to the Customer if necessary.

Project team

The minimum staff for each project is the Project Manager and the Architect. Additional resources, if necessary, for specific tasks.

Project progress monitoring

Weekly statuses with the Customer, use of project progress monitoring tools (calendar plan, task list and other project management tools).

Stages of the implementation project

Pre-sale stage
Design
- Survey
- Gathering requirements
- Design
Deployment
- Preparing the infrastructure
- Deployment
- Testing
Putting into operation
- Conducting trial operation
- Resolving comments
- Launch into industrial operation
- Connecting support
Escort

Demonstration and piloting

Initialization and design

Specifics of implementing the eXpress system

When implementing the eXpress system, there are 3 main aspects to consider:

Features of architecture

When planning the solution architecture, it is important to consider a number of issues related to the further functioning and development of the system. Such issues include, for example, information security requirements/policies, which may differ for different categories of users. And although the Role Model included in the solutions allows for managing such requirements with high granularity, in our experience, it is better to foresee a number of issues in advance, at the design stage. Find out more

Integration into the customer's landscape

The most frequently requested implementation scenario by our customers is the implementation of an on-premise system in the Customer's infrastructure landscape. In interaction with the Customer's team, a lot of questions always arise that require joint discussion and implementation of steps that can only be resolved by the Customer (opening network access, creating DNS records, preparing certificates, etc.). At the same time, it is important for the Customer not to lose focus on the overall progress of the project. Find out more

User training/technical support

The eXpress system is aimed at the work of all the Customer's employees, including people with different levels of experience in working with IT systems. In addition, the implementation of eXpress often involves, among other things, a transition from another system, which means a change in user experience. Successful use of the system by end users is one of the key factors in the successful implementation of the system as a whole, so we use several approaches to help the Customer in these matters. Find out more

System implementation website

It is good practice to create a web resource informing the Customer's employees about all aspects of the implementation:

Project goals
Project deadlines
The composition of the project team on the Customer's side
Instructions for users on using the system functionality
Information on new versions and new functionality
Contacts for user support, where to contact with questions, etc.

We have prepared a template/designer for such a website, which the Customer can very quickly fill with the necessary information, publish on their resources and provide their employees with quick answers to all questions they may have. In our experience, the creation of such an information resource is an important factor in the success of a system implementation project.

Organization of user support

Another important factor is the ability of users to ask questions regarding the functioning of the system, report errors and receive a quick answer to their question. Most often, the Customer undertakes the implementation of the first line of such user support, accumulating experience in working with key, most recurring requests. But even in this case, it is important for the Customer to be able to promptly ask their questions to the Contractor's technical team and quickly receive answers to them.

For such purposes, we organize separate communication channels between the Customer's and Contractor's support specialists (most often in the form of specialized chats), where we help with emerging issues with a high SLA level (in terms of response time to requests).

In some cases (which happens rarely), we also take on the first line of support, which is capable of accepting questions from end users via various communication channels (chats in eXpress and other messengers, phone calls, questions on the website).

Organization of technical support

For the successful operation of the system, it is necessary to support not only users on their questions, but also a technical support channel capable of supporting responsible IT employees from the Customer on technical issues of the operation of server systems, provide the necessary consultations and, if necessary, provide a channel for interaction with the system development team.

To implement such interaction, in addition to the implementation team, a technical support team can be involved in the project, ensuring that the Customer's issues are resolved with a high SLA in accordance with the level of operation required by the Customer (8x5 or 24x7).

Modern Russian IT systems are actively and rapidly developing. The eXpress system is one of the leaders in this area. At the same time, any Russian IT system constantly faces a large number of requests/wishes for functionality from customers. To manage these requirements, based on our best practices, we have created a Template of a table for taking into account the Customer's requirements/wishes in terms of system development.

What is it?

Benefits of project implementation by a qualified partner with architectural supervision of a vendor

By choosing to implement a project with a qualified partner, you gain confidence in attracting competent partner employees to work on the project, who have been trained by the vendor and have proven experience in implementing projects for corporate customers.

Involving a qualified partner allows you to:

Use the vendor’s developed and tested implementation methodology.

Be confident that the partner's team has knowledge of the software product and extensive experience in managing infrastructure software implementation projects.

Full technical support for implementation, even for those tasks that are performed by the customer, including related systems.

In complex system implementation scenarios, with requirements for fault tolerance and disaster tolerance, with requirements for integration with various related systems, with a complex internal IT landscape of the customer, we recommend adding vendor supervision to the project, involving vendor employees in the stages of architecture planning, review of design documents and assistance at the stage of system implementation.

This additional involvement of vendor specialists allows the project to obtain:

Using all previous experience of implementing the system in a large number of organizations from different areas of the economy and business scale, from large corporations with tens of thousands of users to small and medium-sized businesses

Ability to use internal communication channels with the product development team

Comprehensive consultations on issues related to eXpress software during the implementation project

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Implementation of eXpress

Classical approach

Stages of the implementation project

Pre-sale stage

Design

Deployment

Putting into operation