Every executive understands the need to invest in applications, but many are understandably frustrated when they discover that operations and maintenance (O&M) costs have grown to absorb as much as 70% of their information technology (IT) budget. At that point, the cost of keeping current applications working can choke off resources required to meet the ever-changing needs of the business.
Our managed services are designed to help organizations in their efforts to use smart, efficient ways to optimize and realize more value from application portfolios. We deliver services through a distributed global network and leverage a highly industrialized model to help organizations accelerate through application go-live and toward operating at peak performance. Our services are designed to deliver value throughout every phase of the application portfolio life cycle.
Winning the race against your own technology
The rapidly changing business market has converged to place incredible demands on the management of existing technology assets. The problem is compounded by low expectations and a divide between investments in development and ongoing application management.
Today's application management models are being stretched to simultaneously deliver results against demands of costs, quality, effectiveness and predictability. Most application management models focus primarily on labor driven cost improvement. While cost remains foundational to the AMS value proposition, models driven purely by labor arbitrage are falling short in balancing many of the application portfolio's competing priorities: agility and speed to market, increased repeatability and predictability and customer centric strategies.
Traditional AMS often creates a divide between managed services and the rest of the world. Usually old assets get disconnected from ongoing business needs the minute the business enters a stable state; put out to pasture with a “keep the lights on” mentality. The message to the organization is usually unmistakable: Anything that is already implemented is “old.” Deployed assets largely go unleveraged. And going live is only the beginning. To have the right impact, a custom solution needs a sustainable, cost-effective combination of technical, functional, industry-specific capabilities and know-how to evolve along with the needs of the organization it was built to serve.
Business and application management aligned
Our services are designed to help organizations in their efforts to tie the performance of the AMS function to the priorities and business outcomes they most value. Our professionals work with business and IT representatives to help them define objectives, value targets and metrics. We also help organizations ingrain performance data into every application decision to help move operational activities toward a convergence of service levels, efficiency levels and value levels—and embed Value-Level Management into the full life cycle of operating processes.
We bring an industrialized approach to delivering our services to help organizations to extend value achieved beyond labor driven cost improvements. We help clients to cost effectively find efficiencies from the transaction level up to add value in the hand-offs, eliminate wasted time and streamline feedback to drive continuous improvement. Finally, our ITIL-aligned maintenance processes coupled with a portfolio of scalable, repeatable and consistently applied accelerators and templates are designed to help improve the overall cost and quality of our service delivery.
Consistent approach and effective practices
We provide technical service offerings designed to support upgrades, conversions, development, enhancements and support that include effective management processes to help enhance consistency, reliability and quality. Furthermore, we have developed a repository of effective support practices designed to help organizations in their efforts to rapidly and efficiently establish a support organization.
Our teams can help organizations to seamlessly transition staff from implementation to support in order to reduce transition cost, mitigate risk and provide continuity. Our methods tools and application knowledge are consistent across these phases and are designed to help stabilize new application functionality.
Our staffing models are adjustable to each organization's need for application development services. Our AMS services can be delivered on-site, off-site, or offshore to balance service levels, organization needs and overall economics.
Develop the strategy. Early on in the application life cycle is the time to begin creating the foundation for the support function, ideally when your organization is still in the development phase. Start working with the business owners and key stakeholders to define future AMS requirements. Identify metrics and practical objectives relative to your AMS footprint. Ensure that application objectives and decisions are tightly coupled with overarching strategies and have the full support of leadership.
Establish realistic measurements. Plan to measure the value of your support organization. Keep in mind that ‘what gets measured gets done', and shift focus to include business results and outcomes, not just service levels. Perform quantitative decision making through the use of targeted KPIs and benchmarks.
Look for areas of improvement in the existing support function. Use the underlying data gathered through measurements to gauge performance and identify opportunities for improvement. Coordinate with customers and the business to prioritize and plan solution changes. Track success and communicate progress to all key stakeholders.