Given current industry conditions and market drivers, most technology leaders need to make significant changes in order to support the company’s vision of the future. Their businesses require more flexibility and transparency from technical resources to respond to the needs of growing markets and changing project loads. You may need new technology capabilities, and all technology services need to be managed carefully with regard to risks and costs. If you have considered how to provide Application Management Services to the business in the most effective and efficient way, you may conclude that a transition to a new model of Application Management Services with a strategic partner will best meet the broader organization’s emerging and future needs.
The Value of Aptimized Services
Our support services often result in considerable support cost savings over short periods as we automate and eliminate the root cause of the majority of issues that act as anchors on your organization. The cost savings will improve your ability to re-invest and support important technology and business initiatives.
Latest Technologies & Concepts
You have likely heard or already have begun to leverage the latest tools and processes in the DEV/OPS and AI OPS cultures. We have transformed large organizations using the latest tools and have focused more on the solutions than on the obstacles.
We found that many organizations continue to struggle with these new ways of working because of legacy processes or even internal political challenges. Our model helps customers adopt strategies that improve capabilities in existing teams, to aid them in the transformation and eliminate the need to create parallel organizations. This eliminates friction in organizations and empowers your talent to move the organizations forward.
Thus, creating a more flexible and responsive resource model, freeing up Internal Systems resources that will have bandwidth to drive a variety of Restructuring and Reinvestment and innovation initiatives on your application roadmaps. It reduces the risk of dealing with outdated legacy systems, and the risk of lost knowledge if skilled colleagues leave the company. In turn, you will see improved quality for Application Management Services.
What sort of transformation initiatives should you be able to tackle with this new flexibility?
Your IT Leadership Team intends to generate significant revenue from transformational initiatives; the transformation roadmap will include for example, supporting your CRM and ERP roadmaps. You will be able to leverage our skills from various IT areas and technologies in order to support the company’s transformational initiatives more effectively, including application rationalization.
Our transition management best practice will enable you to increase and decrease Application Management Services resource levels in a more timely and efficient manner as and when required, using resources from our highly experienced teams.
Our transition services team will consider all impacts to your organization.
As part of the proposal, all colleagues within the Internal Systems group will be impacted in one way or another.
The proposed approach to providing future application support for each application has been based on assessments of multiple factors, including each application’s: business criticality/complexity/stability; maintenance and enhancement requirements; future roadmap; and functional knowledge requirements.
Aptimized considers a variety of metrics to measure speed of response, volume, quality and compliance. These may include measures of average resolution time, on-time delivery, percentages of bad fixes, etc. Metrics will be transparent and reported on a regular basis.
We offer 24-hour support and some applications only require non-critical application coverage for 8 hour windows in the market they support. This would be identified and reviewed with all appropriate stakeholders during the proposed transition period.
If the number of complexities from an area increases, Aptimized can allocate additional resources to meet those needs. Aptimized will enable easy access to competencies and skills spanning a broad variety of technologies. This will enable us to quickly allocate additional resources should unanticipated needs arise.
Applications and Transition Process
How we manage transitions:
The subsequent phases in the proposed Transition process for every application are Knowledge Transfer, Secondary Support, and Primary Support. They will be followed by a full transition into Steady State, where application support and enhancements will be fully transitioned to OUR.
During the Knowledge Transfer phase, Aptimized will start familiarizing with documentation, learning from your colleagues and otherwise accumulating knowledge and insights about what the application is designed to do, how it works, and how it needs to be supported. Our associates will create knowledge repositories and then “play back” that knowledge to validate it with your staff.
In Secondary Support, Aptimized will shadow your staff as they provide support, and identify knowledge gaps as well as actively work on maintenance and enhancement activities.
In Primary Support, Aptimized will take the lead in providing support for service requests, shadowed and supported as needed by your teams. They will provide key roles in the enhancement and projects space but these spaces will still be customer-led.
The proposed post-transition Steady State will start for each track after its final check point has been passed successfully. At that point, we will start making longer-term improvements to processes and service levels.
Aptimized will conduct structured assessments of each phase for each application before deciding at check points between phases whether to move into the next phase.
We ensure that your service levels will be maintained.
Maintaining current service levels is a critical consideration for transition planning. In the initial weeks of the transition period, Aptimized will work to understand existing service levels wherever possible to serve as the base line against which future service levels can be measured. Secondary and Primary Support phases will be planned to minimize negative impacts on service levels. Throughout the transition our staff will work on all critical applications and assist your service delivery team. We will establish check points between phases to assess Aptimized Team member readiness in order to sustain and then improve on existing service levels. Aptimized will also design and institute a general framework for ongoing improvements in service levels, including setting of service level expectations and processes for resolving issues that arise.
Aptimized associates are always expected to work in a hybrid model of onsite and digital sessions with your staff during the transition period at locations where Internal Systems currently supports applications. Their proposed role will be to gain knowledge from and interact with respective your IT colleagues and wider stakeholders. The on-site Aptimized associates will also be expected to engage with offshore OUR associates to smooth and accelerate knowledge transfer.
The Aptimized Model
We help design the steady-state support model.
In the proposed post-transition Steady State, you can shift from your current focus on operations into a future focused on strategy or revenue-driven initiatives. Aptimized would then become the primary provider of operational functions under agreed and measurable Service Level Agreements or SLAs, provided from on-site locations, offshore locations, or both.
If offshore, Aptimized resources will extend support hours to have overlapping hours with the respective geographies where application users are based. On-site support hours for most of the applications are expected to align with current support hours.
Aptimized prioritizes the needs of your business and finds the best solutions for your Application Support and Maintenance requirements.