APPROACH PAPER

Guidewire Upgrade Factory

Proven methodologies provide seamless upgrades and
a foundation for innovation

June 2018
GUIDEWIRE UPGRADE FACTORY

Technology platforms like Guidewire

InsuranceSuite™ empower insurers, their
agents and their customers to communicate
quickly and efficiently through digital
applications. These platforms also provide
access to data and analytics that can improve
pricing, underwriting, customer retention, and
profitability.
To make the most of software upgrades, insurers should have a strategy as well as a process in place
for implementing each new software release. That is where Cognizant can help. As one of the world’s
leading insurance technology advisers, we have the resources and tools to help insurers of
any size implement the latest versions of Guidewire InsuranceSuite™. We call our approach
the Guidewire Upgrade Factory.

Successful upgrades are carefully planned and incorporated into an insurer’s IT roadmap and/or busi-
ness strategy to promote value capture, optimize return on investment, and of course, continued
positive momentum and business trajectory. At best, upgrades can be distracting to those involved;
at worst, they can cause instability in the IT system backbone and introduce risk into the IT landscape
due to the integrated nature of applications.

Before beginning an upgrade, we suggest that insurers discuss and answer five key questions:

1. Why are you upgrading (what is the business case for upgrading)?

2. What functionality and processes are being upgraded?

3. When are you upgrading?

4. How are you upgrading?

5. What skill sets are required for the upgrade?

The following pages provide an overview of these factors. We hope you find it helpful, and invite you
to contact us with any questions.

2
WHY ARE YOU UPGRADING?
The answers can vary, but a keen understanding of the need to upgrade is critical to communicate
effectively the benefits of doing so and the risks associated with doing nothing. The typical reasons
for executing an upgrade include:

• Licensing requirements mandate that you upgrade

• Improving the technical foundation (architecture and performance) requires that you upgrade

• Taking advantage of new features and functionality available in the latest product release(s) to
improve business capabilities

• Increasing the level of conformance by replacing configured features with out-of-the-box features
to reduce maintenance and optimize future upgrade paths

Increase Benefits Reduce Costs

Maximize Return on Minimize

Investment Risks

WHY
UPGRADE?

Regardless of the reason, it’s important for stakeholders to understand the business drivers for the
upgrade to ensure the support required for success. The consensus buy-in for an upgrade starts with
a clear roadmap that clarifies the path forward for IT and business, and sets the stage for collabora-
tion on a product that is maintainable and usable.

WHAT FUNCTIONALITY AND PROCESSES ARE BEING UPGRADED?

For any upgrade, your company has a chance to review and optimize business processes dependent
on the upgraded systems.

• Which out-of-the-box features are needed by your business?

»» Remember very few upgrades are “push-button” upgrades, so establish and manage scope
rigorously.

GUIDEWIRE UPGRADE FACTORY | 3

• What customizations do you currently have that the new version will render obsolete?
»» o For a large U.S. carrier, Cognizant recommended reverting to the base technology for dis-
crete Claims areas, such as Scheduling Vendor Services and Litigation, eliminating previous
customizations. This allowed the insurer client to reduce the upgrade cost short-term and
optimize ongoing maintenance and support costs long-term.

• Will the upgrade include any enhancements?

»» Cognizant helped completely redefine and automate the assignment rules, which aim to reduce
the amount of time claim managers spend in assigning and reassigning claims.

WHEN ARE YOU UPGRADING?

Timing is crucial in any upgrade. Planning your upgrade to limit disruption in normal business cycles
will help your team focus on and prioritize the task(s) at hand. It will also allow your end users to
better absorb and adapt to process and/or application changes.

Things to consider when determining when an upgrade should be performed.

• Guidewire Software has traditionally supported two versions from the current released version
(for example Guidewire will support v7 applications to given that the current major release avail-
able in the market is v9).

• Are there other dependent software products or infrastructure that is not supported by the target
version of the Guidewire product being upgraded (such as specific versions of Java, Oracle, and
SQL Server)?

• Are there current planned or ongoing projects for other systems or applications (such as database
upgrades or interfaces) that would impact the upgrade?

HOW ARE YOU UPGRADING?

There are different approaches when considering an upgrade.

• In all cases, the infrastructure is updated to support the new Guidewire product version.

GUIDEWIRE UPGRADE FACTORY | 4

• Upgrade infrastructure
• Upgrade software (no new features)
• Upgrade integrations
Technical Upgrade
• System testing to ensure acceptance
• New features are assessed for
business value and implemented
as part of upgrade
Functional Upgrade /
• Assess features not available for
New Features implementation
• Educate the business on new
• Technical Upgrade features
• Replace non-conformant features
with features now available in the Technical Upgrade with
new version Conformance
• No new features are introduced

• Upgrades involve far more than just installing new products. Before you deploy your upgrade, you
must identify a rollout strategy and contingency plan, and understand whether the upgrade will
require changes to the data model. It’s also important to track any systems and vendors related to
the upgrade and assess the impact on them.

• From the initial stages of an upgrade, don’t forget to plan for end-user training and support after
deployment. Communicating clearly and often to business users and providing dedicated support
after the initial deployment can smooth the transition to a new version and help ease the change
from old to new processes.

WHAT SKILL SETS ARE REQUIRED FOR THE UPGRADE?

Upgrading to any new version requires specific roles and skills. Having executed Guidewire upgrades
for a number of clients, our experience suggeststhat successful upgrades require a range of talents.
These include such roles as business analysts, functional consultants, integration consultants, tes-
ters, project managers, data conversion specialists, reporting analysts, analytics specialists, and data
management and delivery specialists. While the depth and breadth of each role is largely based on
the scope of the upgrade, having the right people in the right location with the right skills is essential.

RESOURCE MODEL
Cognizant delivers upgrades using our onshore/offshore delivery model that uses a proven stream-
lined offshoring process and high quality by using standards interaction models.

UPGRADE APPROACH
Cognizant offers property and casualty insurers our continuous Guidewire InsuranceSuite™ Upgrade
Factory methodology, a cyclic approach to the upgrade process.

Standard Guidewire steps are typical actions that Guidewire would recommend as part of any upgrade
process. During the Upgrade Assessment Phase, Cognizant will bring accelerators and tools to speed
up analysis activities, such as a Conformance Assessment.

GUIDEWIRE UPGRADE FACTORY | 5

 Core Upgrade approach - Std.
steps, Cognizant Factory steps,
Cognizant accelerated steps

Assessment - ideal time, Cognizant

cost benefit analysis Support

Cognizant Factory steps are repetitive measures that Cognizant has added to the overall upgrade
process. These provide gap analysis, prepare inventory, and define additional tasks for custom code
changes.

Cognizant Accelerated steps involve the use of Cognizant’s proprietary tools and accelerators. GSCAN
is an example of the kind of proprietary tool Cognizant will use to increase the overall code quality of
the delivery.

UPGRADE PHASES
Assessment
The upgrade lifecycle starts with the Assessment. Cognizant’s core team of upgrade professionals
performs a thorough assessment of the client’s existing Guidewire implementation. The output of the
assessment includes:

Upgrade Upgrade Support

Assessment Implementation

• Preparation • Inception • Warranty Support

• Discovery • Development • Post Warranty
• Analysis • Stabilization Support
• Definition • Deployment
• Synthesize

GUIDEWIRE UPGRADE FACTORY | 6

Accelerators and templates used during this phase:

• Gap Assessment – Identify current pain points and feature gaps (what is available in new version
that can provide benefits, etc.)

• Conformance Assessment – Determine the level of conformance (what has been configured/cus-
tomized and to what extent, and what is available in new version)

Implementation
Our Implementation approach and methodology has been proven, tested and industrialized on
upgrade initiatives of varied sizes and complexity. It comprises four discrete phases (Inception, Devel-
opment, Stabilization and Deployment).

Inception Development Stabilization Deployment

• Finalize • Upgrade GW • System Testing • Rollout Plan

Assessment components
Output and Scope (Config; Integration, • User Acceptance • Upgrade
Database) Testing Production
• Define High Level Database
User Stories • Upgrade • User Training
Infrastructure • Deployment to
• Finalize Upgrade • Performance Production
Roadmap • Address New Testing
Features • Warranty Support
• Finalize
Implementation • Unit and Sprint • Transition to
Plan Testing Maintenance

• Regression Testing

Accelerators and templates used during this phase include:

• Data migration tools and audit tools (balancing)

• Testing – Test automated testing suite (version based)

• Integrations – Pre-built common integrations; tools to test out integrations; pre-built architectural
designs

Stabilization
During stabilization end to end testing of the upgraded product(s) will be done using automated
regression test scripts.

Performance testing will be done to validate the overall performance and security of the upgraded
product(s).

GUIDEWIRE UPGRADE FACTORY | 7

Support
Cognizant provides Application Maintenance Support post warranty. The transition to the support
team includes not only Knowledge Transfer but the transfer of some percent of resources who have
worked on the upgrade.

UPGRADE ROADMAP
The Cognizant Upgrade Roadmap shows high-level components and the planned steps required to
complete a carrier’s Guidewire InsuranceSuite™ upgrade. The roadmap’s ultimate goal is to provide a
guiding document for the execution of our Guidewire InsuranceSuite™ upgrade. This approach helps
to provide clear communication and better transparency throughout the upgrade process.

Merge Configuration

Install Upgrade Tools Merge Data Models / Entries

Configure Upgrade Tools Merge Lines of Business Rebuild and redeploy

Install Merge Build and
Upgrade Tools Deploy

Update Run
infrastructure Upgrade Steps Validate
Conformation and/or install Run upgrade steps and Test upgrade and
supported server operating address issues validate merge
system, application server
and database software, JDK,
and client operating systems

COMMON CHALLENGES TO UPGRADES

Experience and expertise are always important on IT projects, and upgrades are no exception. Lever-
aging lessons learned and best practices from previous projects can help you manage a successful
upgrade even if your team has limited experience. At Cognizant, we have found that six areas pro-
vide the largest challenges to Guidewire upgrades: requirements, testing, conversion, business rules
updates, data integrity and integration. Understanding the who, what, where, when, and why of your
upgrade can help you overcome these challenges and smooth your company’s transition to a new
software version.

GUIDEWIRE UPGRADE FACTORY | 8

Area Challenge

Upgrade issues with nonconformant / customized code may

Workarounds introduced
require workarounds

Current infrastructure cannot support new Guidewire

Environment Upgrade version – changes in desktop configuration; environments
(testing, production); database

Production/Project in Changes from current production or project in flight– merge

Flight Changes schedule and impacts

Batch jobs performance may be impacted. User Interface

Performance Issues
response time may be impacted with customized screens.

End user browser may need to be upgraded to support the

Multi-Browser
new product version which may impact other applications.

Interface Connectivity Interface connectivity may not fully be in place.

Downstream Application
Issues due to WAS and JAVA API upgrades
Impact

Certain features available in new version need to be “turned

Functionality Mapping off”. Increases amount of regression testing to validation
done appropriately.

Two different sets of environments will have to be

Version Coexistence maintained for the older and the newer versions of the
environment.

Business Transactions created before the upgrade and

Data upgrade and archival any modifications using data update tools may have data
upgrade issues.

Code Quality/Database Upgrade may identify poor code quality issues and/or data
Consistency base consistency issues that need to be addressed.

Automated test scripts revisions depends on the amount of

Quality Assurance (Testing)
change.

GUIDEWIRE UPGRADE FACTORY | 9

WHY COGNIZANT SHOULD DO YOUR UPGRADE
Cognizant has …

• A track record of successful technical and functional upgrades for clients of different sizes, coun-
tries, and business cases.

• A true capability around upgrade teams who are experienced, global, and cost-effective.

• The Factory Approach, which is standardized, accelerated, and repeatable.

• A value-added maintenance and support unit that will be able to support you after the upgrade
and will often include team members from the original engagement.

COGNIZANT’S DIGITAL DIFFERENCE

Cognizant is one of the world’s leading professional services companies, transforming clients’ busi-
ness, operating and technology models for the digital era.

Our industry-based, consultative approach helps clients envision, build and run more innovative and
efficient businesses. We take an advisory-led approach that helps clients simultaneously boost their
operational efficiency; ensure that vital business functions work better, faster and less expensively;
and enhance their overall effectiveness with next-generation IT services, modern platforms and digi-
tal models that unleash new market potential and deliver ever-higher levels of performance.

As a customer-centric, relationship-driven partner, we are redefining the way companies experience

and benefit from global services. Our unique delivery model is infused with a distinct culture of high
customer satisfaction.

Talk to us today about how Cognizant’s approach to Guidewire implementations can help you trans-
form your organization to compete in today’s challenging environment.

Reach us at: Guidewirecenter@cognizant.com

GUIDEWIRE UPGRADE FACTORY | 10

GUIDEWIRE UPGRADE FACTORY | 11
ABOUT COGNIZANT INSURANCE
Cognizant’s Insurance practice is one of the largest industry verticals that partners with insurers to evolve their business and technology
landscape and enable end-to-end digital transformation. Thirty-three of the top 50 U.S. insurers and seven of the top 10 global insurers rely
on us to help manage their technology portfolio across multiple business entities and geographies. We serve the entire range of lines of
business within life, annuities, and property and casualty insurance.

Our consulting-led approach, deep domain expertise and partner ecosystem enable clients to address the dual mandate of “optimizing the
business” while “driving digital at scale.” From large-scale core system transformation to adoption of cutting-edge technologies like artificial
intelligence, analytics, blockchain, automation and machine learning, we partner with insurers to envision and build the digital insurer of
the future.

Our partnership includes helping insurers build their own technology platform with the capabilities they need or providing one for them,
incorporating digital capabilities to achieve immediate results. Learn more about Cognizant’s Insurance practice at http://www.cognizant.
com/insurance

ABOUT COGNIZANT
Cognizant (Nasdaq-100: CTSH) is one of the world’s leading professional services companies, transforming clients’ business, operating and
technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative
and efficient businesses. Headquartered in the U.S., Cognizant is ranked 195 on the Fortune 500 and is consistently listed among the most
admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com or follow us @Cognizant.

World Headquarters European Headquarters India Operations Headquarters

500 Frank W. Burr Blvd. 1 Kingdom Street #5/535 Old Mahabalipuram Road
Teaneck, NJ 07666 USA Paddington Central Okkiyam Pettai, Thoraipakkam
Phone: +1 201 801 0233 London W2 6BD England Chennai, 600 096 India
Fax: +1 201 801 0243 Phone: +44 (0) 20 7297 7600 Phone: +91 (0) 44 4209 6000
Toll Free: +1 888 937 3277 Fax: +44 (0) 20 7121 0102 Fax: +91 (0) 44 4209 6060

© Copyright 2018, Cognizant. All rights reserved. No part of this document may be reproduced, stored in a retrieval system, transmitted in any form or by any means, electronic, mechan-
ical, photocopying, recording, or otherwise, without the express written permission from Cognizant. The information contained herein is subject to change without notice. All other
trademarks mentioned herein are the property of their respective owners.