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Remote Application Support
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Application Support means supporting an application
in maintaining it to ensure its maximum availability. It involves evaluating, designing
and implementing application bug fixes identified during the runtime of the application
and managing this via the TAR (Technical Assistance Request) process. The activities
covered in Application maintenance can be covered as under
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Performing an initial assessment/triage of the cause of the reported symptoms
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Conducting an exercise to determine the cause of the problem and the extent to which
production service is affected, with the goal of discovery and prevention
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Identifying any potential workarounds or solutions
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Subsequently performing a detailed analysis of the source of the reported problem
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Designing and implementing a long-term resolution to the problem (if one is required)
following the prioritized schedule agreed with the client.
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Application Enhancement involves the preparation of scheduled releases of the application.
Such releases typically include long-term fixes to critical TARs that have been
patched or work around outside of the release cycle and small-scale functionality
or content changes as a result of implementing prioritized scope enhancements.
The Process
Visions@work has defined a proven Application Support methodology that ensures a
minimum downtime for the application and all its module & very quick turnaround
time on all TARs specially enhanced by the effective utilization of the time lag.
To create a seamless working model while also utilizing the cost effectiveness of
the deploying an offshore maintenance facility, Visions@work identifies a dedicated
Relationship Manager for all interactions with the client.
Process Definition
The following 3 step process will provide more insight into the details of various
life cycle activities that will be performed as part of providing application management
support at different stages.
Step 1
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Conducting an AS-IS study
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Understanding the business domain
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Understanding Application history
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Understanding the client’s expectations
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Step 2
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Definition of the engagement model
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Definition of Service Level Agreements
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Defining the training and transition plan
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Definition of process (Management – Project Organization, Roles & Responsibilities,
Staffing, Communication, Technical – Life Cycle, Quality Assurance)
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Step 3
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Tools training if required
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Transition
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Mirroring application activities till cut over date
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Takeover of support and maintenance
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Provide ongoing support and maintenance
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Application Maintenance Process involves responding to application-related TARs
that have been raised by client and escalated according to the defined processes.
Note: A point patch is a quick fix for a showstopper. A patch is a collection of
bug fixes for a release. A release is a major functionality change that has to be
applied to the system.
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