Applicon AM Service
Every organization should have as well-functioning systems as possible
We have managed many business-critical systems for both larger and smaller organizations within banking and finance throughout the years. Thus, we are specialists when operating in every part of the management process. Here you’ll find more information about our offering within Application Management.
Application Management
IT support for a business is never static. Maintaining a system throughout its entire life cycle is a dedicated commitment that requires planning and a holistic approach. The needs and demands for IT management differ between organizations, and today there are several methods and frameworks to identify, plan, deliver and evaluate IT services. One of the more flexible and influential recent ones is ITIL, a compilation of best practices that describes how working methods and organizations can be structured to deliver IT services steadily and cost-effectively.
Every organization should have as well-functioning systems as possible to be able to focus their time and engagement on new business opportunities. Our offer within Application Management is built upon four services based on ITIL. These will provide users, system owners, and other stakeholders with tools for diagnosis, change, and management, as well as hand-over or settlement. The services are adaptable and can be used within different projects or over an entire system lifecycle.
Initially, we analyze the systems, how resources should be allocated, and how roles are distributed. A crucial part here is to define the production service level and to prepare for any hand-over or settlement.
- Management diagnosis
- Identify configuration objects
- Identify existing service levels
- Define service levels
- Define roles and responsibilities
- Create a new SLA
- Create a transition plan from the project
- Agree on service levels
- Agree on obligations in the contract
Transformation describes how the project establishes the new management service in the organization and the supplier.
- Create documentation
- Establish service monitoring
- Provide training
- Evaluate service levels
- Evaluate workflows
- Implement service control
- Transfer responsibilities
Service Delivery is the execution of the daily delivery. The service covers the application’s entire life cycle and thus lasts for a long time. The current system is in management mode, where problems and events are evaluated and can bring improvements. Financial sustainability, security, and necessary infrastructure are also managed – and through reports, stakeholders can monitor the quality of the service. Service Delivery contains four main services. Read more by clicking one of the headings below.
SERVICE MANAGER
- Ensures daily service delivery and actively supports the client’s business decisions
- Part of the client’s steering committee
- Part of business planning
- Ensures and plans existing and future resource needs
- Responsible for SLA
- Actively supports new business requirements and significant changes
- Informs stakeholders
- Monitors client satisfaction
- Resources
- Competence requirements
- Continuity
- Operational risk
MANDATORY ROLE
- Manages all included services in the agreement
- Part of fixed price
REPORTING
Monitors effectiveness to reduce the number of disturbances
- Service level compliance
- Other business-critical data in line with client agreement
- Balanced scorecards
INCIDENT MANAGEMENT
- Escalation
- Status
- Closure
CASE MANAGEMENT
- Classification:
- Incident
- Change
- Problem
- Service request
- Prioritization
- Follow-up
- Feedback
TRAINING
- Basic end-user
- Before releases
DOCUMENTATION
- Mailings
- Maintenance
USER SUPPORT
- On-site and remote support
MONITORING
- Service levels
- KPIs
- BPIs
INCIDENT
- Reactive correction according to criticality and current service level
- Preventive correction according to criticality and current service level
PROBLEM
- Preventive correction
- Based on incident
- Part of release
CORRECTION
- Through user interface
- Through a standardized configuration tool
- Through code
- By manual intervention
DEVELOPMENT
Within the framework of development, we manage configuration, carry out tests, and manage projects. We do this to maximize business value, reduce hand-overs and optimize decisions based on pre-defined responsibilities.
SMALLER CHANGES
- Implement in N days
NORMAL CHANGES
- Estimate and implement in N+N days
LARGE CHANGES
- Separate business decision and project
- Change management
- Release management
CONFIGURATION MANAGEMENT
- Version control
- Traceability
- Documentation
TEST
- Device tests
- Regression tests
- System tests
- Test management
PROJECT MANAGEMENT
- Waterfall
- Agile
In the final step, you look back to the initiation phase of the project, where hand-over responsibilities were defined according to the client’s wishes. The service can be returned, discontinued, or passed on to a third party in the Hand Back phase.
- Genomförs i projektform
- Definiera och avgränsa omfattning
- Skapa dokumentation
- Identifiera mottagande roller
- Genomföra utbildning
- Överlämning till motpart
Applicon’s management diagnosis
– an action plan for better management
System administration tends to consume resources without providing any increased experienced value or quality. Together with the system owner, we go through about 50 measuring points that are graded to measure how well the system is administrated today and how well it can be managed. Typically, the diagnosis takes about 1-2 weeks. The management diagnosis will provide substantial support for prioritizing management measures. The diagnosis can be used to screen the system comprehensively or to shed light on specific problems.
We evaluate different components within the following areas:
- System structure
- Documented / informal knowledge
- Organization and processes
Please contact Martina for more information
