How good is the outsourcing service provider, really? We answer this question in the framework of our Application Maintenance Services (AMS) with an SLA report. This provides a monthly overview of the following metrics for Service Level Agreements (SLAs) and, in addition to providing activity reports, makes our performance as outsourcing partner transparent and traceable.
All metrics are broken down by the individually defined request categories (e.g. breakdown by different applications or application modules and by the areas of maintenance or further development) and are also put into graphs.
The report allows a detailed insight into the services provided, which are mainly provided remotely. In the middle and long terms, it allows judgments of the amount of the two cost centers maintenance and enhancement, and their time development.
The maintenance cost center identifies ongoing costs on the application or module level, and shows over a longer period of time whether an application is maintainable or whether it should rather be replaced. The enhancement cost center shows which investments are being made for users or due to changes in legal requirements.
This service is a part of our AMS service package, consisting of the components Service Desk, Basic Maintenance, Enhanced Maintenance, System Management (optional), accompanied by Service Management and Quality Management. It is also available as an add-on service for existing AMS contracts.
Example graphic excerpted from the SLA report
