| Application life cycles
normally include several
stages; scope, design,
build and manage. The
cost of application
management after
deployment is very high.
It is an ongoing
exercise through out the
life span of the
application until it is
decommissioned.
|
| |
| The manage stage
(Application Management
Service) is often not
planned or resourced
during the early stages
of the projects
initiation, however;
this stage is key to
achieving the goals of
the original business
requirement with respect
to achieving ROI or
other "softer" business
benefits.
|
| |
| This stage addresses the
need to operationally
manage the application
during it's production
lifetime under the
framework of an SLA
(Service
Level
Agreement)
which
may
include
any or
all of
the
following: |
| |
| Tier 1
|
| |
 |
Support center
(Helpdesk) - 12/5,
24/7 central point
of contact to
respond to
|
| |
issues within specified turnaround times, includes access to a personalized portal |
| |
allowing the
customer to track
problem resolution.
|
| |
|
|
Application maintenance - bug fixing, installation of latest software, patches,
|
| |
support for new internal IT rollouts.
|
|
| |
|
Tier 2
|
| |
|
|
Management of third party provider e.g. ISP hosted service or infrastructure |
| |
provider to deliver a completely managed Internet/extranet web site without |
| |
the need to manage or provide internal resources.
|
| |
|
|
Small builds &/or
CMR's - Regular on-site of remote maintenance of the |
| |
application or underlying data (e.g. n man days a month) to update commercial |
| |
business datasets, make tweaks/changes to the application.
|
| |
|
|
Tier 3
|
|
|
|
Major builds - Blocks of new development time which can be called off over a |
|
1/3/5 year SLA to address changing business requirements, new functionality |
|
over a long-term schedule of payment. |
|
| |
|
|
Application Management
Service Business
Benefits - |
| |
An Application
Management Service (AMS)
is extremely flexible,
and ensures the smooth
running and success of
the application within
the organization.
Infotech, with it's
large, diverse,
geographically spread
work force can provide
unrivaled flexibility in
terms of quality,
availability and cost to
meet your specific
needs.
|
| |
|
Typical Benefits
|
| |
|
|
|
Economies
of scale
through
the
effective
utilization
of
different
skills
at
different |
| |
points
in the
support
cycle |
|
|
|
|
A
guaranteed
service
level
(1,3,5
years) |
|
|
|
|
|
The
spreading
of the
cost
over a
financial
year |
|
|
|
|
|
Guaranteed
access
to the
appropriate
GIS
technical
skills
in a
timely
manner |
| |
(technical,
domain
and
business
knowledge
&
experience
with the |
| |
application/customer) |
|
|
|
|
Reduced
management
overhead
for the
customer |
|
|
|
|
|
Establishment
of clear
interfaces
into the
Business
and IT
areas of
the
customer
|
|
|
|
|
|
The
establishment
and
agreement
of
standards
for
quality
that
meet the
unique |
| |
needs of
the
customer |
|
|
|
|
A
service
that
will
have the
flexibility
to be
deployed
in a
number
of ways
during |
| |
the term
of the
engagement. |
 |
