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Application Maintenance |
ZenFocus has a proven process for application
maintenance that provides high quality improved service at a
reduced cost. ZenFocus 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 ZenFocus. An application maintenance engagement is
usually contracted over a five-year period and will utilize
the ZenFocus 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 ZenFocus. A complete understanding of the service
levels including metric reporting requirements is
established. ZenFocus 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. ZenFocus applies
optimization tools to analyze and enhance the performance of
the application during the maintenance phase. In most cases,
ZenFocus 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 ZenFocus is
meeting the support requirements of the application. The SLA
is negotiated, agreed upon and adhered with based on
negotiations between ZenFocus and our client.
Once the transition of the application is complete,
ZenFocus 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 ZenFocus offshore centers
in India and a small highly trained technical staff onsite.
Application
Maintenance Datasheet |
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