Globalization and ever changing business requirements pose significant challenges on technology leaders who are under constant pressure to innovate. They are forced to accelerate the roll out of new systems and technologies to support business, without compromising the management of existing applications. i3’s Application Management Services (AMS) helps enterprises turn the challenge into benefits. Not only has i3 helped customers address key issues, such as balancing cost, complexity and capacity but has also delivered business value by applying continuous improvement methodologies. Our approach delivers the following benefits:
Ownership and Responsibility
i3 assumes full responsibility of all in-scope applications that allows precious resources to be redirected to high priority strategic initiatives.
Leveraging i3’s Flexi Global Delivery Model, enterprises receive world class application support at significant lower cost.
Guaranteed Service Levels
Services are delivered against agreed SLA’s that have built in process and productivity improvement metrics.
i3’s AMS methodology enables enterprises to build knowledge repository of existing systems through defined documentation process, resulting in valuable asset that can be shares across the enterprise. Enterprises can also take advantage of i3’s ISO 9001:2000 and CMM based quality standards to improve internal processes.
Using our frameworks and methodologies build specific around Microsoft technologies, i3 offers complete custom development services to build applications that meet customers business requirements.
Application Management Services include
User or Help-Desk Support (Level 1) - User Support activities are consulting activities to answer questions or respond to requests for status information on a project. These activities can involve providing advice to business, operations, and/or other client teams, and can be telephone-level support or attendance at scheduled or ad hoc meetings. Typically, these activities do not result in concrete deliverables, such as software code, written documentation (e.g. a Controlling Document), or system specifications.
Production Support & Administration (Level 2) - Production Support is defined as all problem calls. This includes ensuring that production application systems function as required, produce results as specified, and are available as scheduled. It also includes proactive monitoring of production systems, consultation with other departments specific to the support incident in progress, emergency software/data fixes, preventive and adaptive maintenance, root cause analysis, coding, and implementation. Minor enhancements and release management are typically covered under production support. Production Support activity will be measured according to the Service Level Agreements (SLAs).
Application Maintenance (Level 3) - Maintenance Requests are non-discretionary services and include work done to carry out an upgrade in functionality, major enhancements or to do performance improvement, to adjust to business, technological or regulatory changes, to prevent future failure in the application, or to identify and implement continuous process improvement.
Application Optimization - Application optimization includes operational improvements and measures that analysts can take in order to streamline the system to reduce operating budget.