Services

Managed Services

Information Technology (IT) departments face growing pressure to improve IT's business value by accelerating the delivery of new applications and technologies and improving service to users. At the same time, studies find that basic maintenance and support of the existing application portfolio consumes up to 50% to 80% of a typical IT department's resources - posing a serious roadblock to the new initiatives and improved services that can enhance an organisation's competitive position.

In this environment, business leaders continue to be under pressure to reduce costs, or at least to get more out of current budgets. In an age when technology should be nimble and scalable, organisations are being weighed down by application maintenance costs, plus risk and reduced productivity.

Conventional wisdom says IT spend can be reduced across the board. However, these reductions can no longer be done blindly without insight into the business implications. Effective management of these applications can be achieved through a multi-shore approach. Outsourcing the management of established applications is widely recognised as an effective strategy for meeting that challenge. It enables the business to manage better the human and financial resources required to support current applications while positioning it to realize competitive advantage through implementation of enterprise applications and new technologies, and web enablement of business applications.

We, in Changepond, have built an expertise in the Application Maintenance Services (AMS) space. Our engagements are well supported by a Robust Multi-shore Delivery Centre (MDC) model that provides better flexibility, scalability and seamless integration options for our customers.

Changepond AMS Governance principles is used to assess the health of all existing applications at the start of any engagement. It has 5 components (BSRER).

  • B - Business Need

    Revisit the applications to check if it matches the required business needs.

  • S - Single

    Single framework based approach on top-down analysis.

  • R - Retain

    Retain the application if it matches the business needs and technology fitment.

  • E - Extend

    Extend the application to meet future business needs.

  • R - Retire

    Retire the application if it is not solving its intended business purpose.

Our AMS Services

  • Incident Management - fixes to restore service quickly when problems occur
  • Problem Management - root cause analysis and permanent corrective actions to the problems reported
  • SLA for bug fixing
  • 3rd party application patch testing and application on to production
  • 3rd party application maintenance and support
  • Change Management and Control
  • Customer Support & Help Desk
  • Systems Administration
  • Database Administration
  • 24/7 Monitoring Services
  • Software Source Control Management
  • Detailed Application Documentation
  • Application Release Management
  • Installation of Software and License Key Management
  • Management of Service Tickets reported by internal and external customers
  • Data Creation and Management
  • Through Visibility Environments our clients (authorized users) can view project progress, documents and software versions