Brief info
Application Maintenance Services (AMS) is the name Consist Software Solutions uses to describe the transfer of responsibility for maintenance and continued development of individual IT applications and system environment.
The AMS service modules
The service is based on standardized modules with defined functions, processes, qualities, and pricing. The overall individual service is completed with optional add-on services.
A distinction is drawn between the following AMS service components, which are embedded in defined service processes:
AMS service modules
Depending on the maintenance requirements of your application, the individual AMS service modules can be structured as follows:
Service Desk:
The Service Desk includes second-level support and represents the interface to first-level support. At the Service Desk, all requests and issues are registered, analyzed, prioritized, and further processed. A ticket system provides an overview at any time on the number and processing status of all requests.
Basic Maintenance:
Basic Maintenance includes the maintenance of functionality of applications. Besides day-to-day user support, errors are corrected (bug fixing) and small adjustments made. Accompanying documentation is also provided.
Extended Maintenance (optional):
Extended Maintenance includes major functional changes or additional projects for your applications. It can be individually defined how big a change must be to qualify for the Extended Maintenance module. For implementation, based on high level specifications provided by the customers, detailed system specifications and estimates are prepared.
System Management (optional):
System management includes the management and administration of the system environment, like implementations, configuration management, software distribution, and support for system software, database administration and operation, and system monitoring and tuning.
Service and quality management:
The accompanying services Service and Quality Management ensure the continuous transparency and control of the maintenance process.
The responsible service manager, as head of the AMS team, conducts regular service discussions with the customer, prepares service reviews, and plans the exact scope of service. Quality Management controls the service processes, monitors security standards, and ensures adherence to the defined service level.
The AMS service process
The service process specifies the procedures and flow of communications with the customer and the responsibilities of the individual parties. The following graphic clarifies how this kind of procedure could appear. The exact communication paths and processes, particularly the definition of responsibilities, are defined in discussion with the customer.
The maintenance service process
Communication takes place between defined contact partners of the customer's IT department and the AMS team at Consist Software Solutions. In this manner, it can be ensured that the service process is adhered to and the resulting advantages can be achieved. Each request, whether it is an error notification, technical question, new requirement, or a change request, is registered and documented as a request ticket.
- Basic Maintenance
If the problem is an error in one of the applications or a request from day-to-day business of operating the applications, the request is processed according to the service levels.
- Extended Maintenance
If the problem is a functional weakness or a new requirement, it is analyzed to the point that the effort required and the procedure for additional activities can be estimated and planned. This is then presented to the customer for prioritization and decision.
Introduction phases of AMS
The procedure for introduction of AMS is broken down into different phases which present different requirements for organizations and structures.
Phase model of Application Maintenance Services (AMS). During the actual production phase, costs are constant.
Depending on the transfer of maintenance and further development of old/new applications, the individual phases of introduction of AMS could be structured as follows:
Transition
Operational AMS starts with the transfer of applications, that is, a know-how transfer. Existing documentation of interfaces, batch processes, and programs are transferred or completed as required in the context of individual workshops and experience based on concrete tasks from day-to-day business. In this phase, the procedures for communication, split of responsibilities, and other rules for collaboration are discussed and established by the customer and Consist Software Solutions.
Tuning
In the first months of AMS operations, the service and cost levels can still be adjusted as needed, and any tasks, division of responsibilities, and the SLA can be corrected.
Production
When the tuning phase is completed, production AMS begins, with Consist Software Solutions taking responsibility for maintenance and further development of your application(s) based on a defined Service Level Agreement. AMS activities are typically performed remotely in large part from the facilities of Consist Software Solutions in Kiel, complemented by visits to your own location as mutually agreed. For larger topics, however, a permanent presence of one or more AMS team members at the customer's location would be advantageous.
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