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Application Maintenance - What we offer

EDIS has a proven process for application maintenance that provides high quality improved service at a reduced cost. EDIS provides the resources and capabilities to plan and execute a smooth and efficient transition of our customer's application(s) from current IT staff to EDIS. An application maintenance engagement is usually contracted over a five-year period and will utilize the EDIS onsite/offshore model to provide reduction of up to 25% in the day-to-day support costs of an application.

The transition of an application or suite of applications takes from 90 to 120 days. The steps include an assessment followed by a knowledge and responsibility transition period. During the assessment period a project manager and a number of senior analysts reside onsite to determine the application support scope. The actual number of resources onsite is dependent on the level of effort typically quantified by number of applications and processes. A business case including a Return-On-Investment model is developed aligning the business drivers with overall outsourcing goals. In most cases a cost containment goal is established, which is incorporated into the long-term engagement plan.

The business case developed is used to create the transition plan. The transition period involves the transfer of knowledge regarding the application and maintenance support infrastructure and the transfer of responsibility from the client to EDIS. A complete understanding of the service levels including metric reporting requirements is established. EDIS develops a plan for onsite/offshore release management and pilot a trial release.  

Analysis is performed to determine the feasibility of optimizing an application to further reduce costs by eliminating resource support costs. EDIS applies optimization tools to analyze and enhance the performance of the application during the maintenance phase. In most cases, EDIS believes it can save our customers an additional 5% per year over the five-year period.

A Service Level Agreement (SLA) defines the metrics and reporting structure used to measure how well EDIS is meeting the support requirements of the application. The SLA is negotiated, agreed upon and adhered with based on negotiations between EDIS and our client.

Once the transition of the application is complete, EDIS assumes the day-to-day activities of supporting the application. Support is based on a SLA defined during the transition stage. In most cases the application support staff is partitioned between the EDIS offshore centers in India and a small highly trained technical staff onsite.

 
Methodology

EDIS' approach to application maintenance utilizes components of the EDIS Managed Outsourcing suite of services. This customization creates a three-phase methodology for Total Application Maintenance (TAM). Each phase is a progression of standard activities to produce a set of key deliverables and a sound knowledge base of the application and all of its related components. The process also provides EDIS with a solid understanding of what is involved in assuming responsibility of the day-to-day maintenance and production support activities. The end result is a smooth transition of an application from the client to EDIS.

 

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