| Applications Maintenance & Support |
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At MphasiS,
we have a strong history of managing applications for
our clients. Our application management, maintenance and
support processes ensure that your systems are flexible
to meet evolving demands of your business, and provide
measurable improvements to maximize your IT investments.
The idea is not to just to 'keep the lights on', but to
eliminate application redundancies, provide business value
and enhance the overall IT Systems performance while controlling
the support cost.
Our services include: |
| Application Value Analysis |
| Maintainability Analysis |
| Performance Analysis |
| Criticality Analysis |
| Benchmarking |
| Application
Portfolio Management |
| Application
Maintenance, including production fix, upgrades and enhancements
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| Cross functional
services which include backup and recovery management,
data security, etc. |
24x7 Technical
support – including Level 1/2/3 support, and support
services by phone, e-mail and/or fax
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We achieve this through a four-phased approach which consists of:
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Corrective
Maintenance
Corrective Maintenance modifies an application to effect
permanent fixes or permanent work-around to correct, eliminate,
or minimize the impact of known defects / problems. Modifications
are made only to make the application compliant with baseline
requirements. Corrective Maintenance addresses Severity
Level 1, 2, and 3 Service Incidents.
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Production
On-call
Production On-call is the service to respond to Severity
Service Incidents. We provide 24x7 on-call support for
application support services, to resolve high severity
problems to keep your applications available for your
business. Being quick and responsive to your needs, we
provide technically skilled resources whenever and wherever
you need them.
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Application Assessment and Performance Management
We measure the performance of Business Applications against predefined performance indicators and target values. Benchmarking applications performance parameters to industry standards allows us to tune your applications and unlock the value of your enterprise application investments.
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Continuous Improvements
Analyzing various production support metrics with the patterns and trends, we come up with innovative technical ideas to streamline the applications, look at chronicle issues in a systematic way to address the root causes and provide continuous improvements to gain business value. Taking a holistic view of the application environment, including application interfaces and infrastructure, we work with various IT towers to transform your application support organization.
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Methodology
Backed by years of experience and our deep knowledge in
various industries and technologies, our support delivery
model surpasses barriers of geography, language and time
zone coverage. Our robust process maturity, coupled with
standard tools and techniques, enable you to keep your
critical enterprise applications up-to-date, while minimizing
the overall cost. Roles and responsibilities are clearly
defined between business IT and the support vendor, and
a clear management structure with escalation metrics are
set in place. We identify and standardize application
maintenance and support tools - call tracking tool, knowledge
base, SLA and metrics tracking tool, and proactive monitoring
and automation tools. In addition to our innovative methods
to enhance the system efficiencies, we also adhere to
stringent Service Level Agreements (SLA) and enable you
to optimize your production operations and reduce the
Total Cost of Ownership (TCO).
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