Enterprise IT Application Support & Management

Enterprise IT Application Support & Management Services

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Why Application Maintenance and Support is required?

Disruption in service – the backend infra and servers handling user traffic may face downtime or go stale in absence of server monitoring and in absence of server maintenance

User feedback or bugs reported by real users go un-attended

No one reviews logs of application to witness app crashes or how it is behaving in real traffic

There will be no vigilance into health reports of app or into its performance

App is wide open to new hacks and security vulnerabilities as new viruses, new phishing and malicious attacks are detected each day.

Difficulty in scaling into new countries. languages, location, date, time zones etc.


Application Help Desk Support

Application Maintenance Support

Application Enhancement & Customisation

• Filters Help Desk Calls And Provides Basic Support And Troubleshooting• Catch & Dispatch - Gathers And Analyses Information About The User’s Issue And

Determines • Escalate To IT Applications Support Or Calls For Outside Vendor Maintenance.• Maintain & Manage Knowledge Base.• MIS Reporting

• Break Fix - Incident Investigation, Troubleshooting, and Management• Handling Configuration issues & Software installations,• Patch management & Root Cause Analysis (RCA)• Preventive and Proactive Maintenance and Support.

• Banking solutions - Murex, Finacle or Sunguard products• ERP or CRM products - SAP, PeopleSoft, Navision• BI Solutions


The Application Maintenance and Support services provides a set of process frameworks, a pricing engine and a flexible governances model to transform support services to improved productivity, achieve higher operational efficiency & cost

• Enhancement Services As Needed• Analysis And Research• Build And Finalize Project Plan• Design A Custom Services Component • Implement Management Services


3 Phased of ApproachTransition Phase

Covering Activity like due diligence, knowledge acquisition, shadow support and primary support

Transformation Phase

Covering gap analysis, identification and implementation of solution components depending on requirement, baselining KPI's and LSA.

Continuous Improvement Phase

Is base on best practices - business results impact by Softenger technology (Br ITE) Framework, an integrated process to address the varied services challenges and continuous improvement by the quality framework with baselined KPIs and SLAs


Enterprise Application Support and Maintenance

Enterprise Application Development Bundled Infrastructure and Application Support

offerings Managed Services Instance Consolidation 24x7 Service Desk Technical Operations Factory Shared Services Application Portfolio Optimization

Softenger Enterprise Application Management and Support (AMS) Service Offerings



OUR PROMISE“WE DON’T JUST IMAGINE THE FUTURE,

WE HELP YOU GET THERE

WE DON’T JUST DELIVER RAPID RESULT, WE CREATE LONG TERM VALUE

WE DON’T JUST FOCUS ON THE DESTINATION, WE PROMISE A GREAT JOURNEY

”

Value Propositio

n

Service Excellenc

e

Innovation

Collaborative

Approach

Transparency


Over two decades, Softenger has been recognised as one of the go to partners by our clients when it comes to infrastructure support. We have not only diversified our service portfolio beyond infrastructure support but have also increased our geographical foot print in past few years. The value adds we have offered through our services and relationships we have built with these Clients across regions have time and again demonstrated their trust in us.

Banking & Financial

SOFTENGER CLIENTS

Manufacturing / Maintenance

Technology


TO REACH US

India - Pune2B Demech House, 814 Law College Road, Pune 411 004Contact Person : Ms. Gauri GhorpadeEmail : [email protected] : +91 20 25654714

Singapore10 Jalan Besar, #13-08 Sim Lim Tower, Singapore 208787Contact Person : Ms ParvathyEmail :[email protected] : +65 63923029

MalaysiaA-G-12A, SME Technopreneur centre 2, 2260 Jalan Usahawan 1,63000 Cyberjaya, Selangor, MalaysiaContact Person : Mr. GopalEmail : [email protected] : +603 83224557Hong KongSuite 605, 6/F China InsuranceGroup Building141 Des Voeux Road central,Central Hong KongContact Person : Mr. ManojEmail :[email protected]


mailto:[email protected]




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Enterprise IT Application Support & Management

Technology

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