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Application Management

Business no longer considers Application Management outsourcing as a tactic to reduce IT costs. The strategic approach to outsourcing as a whole, and to Application Management outsourcing in particular is consistent with the drive to speed up the deployment of competitive advantage while introducing new solutions and technologies.

Given its planned value, it is good for the management to understand and consider the options, benefits, and potential risks associated with application outsourcing.

Application Management is responsible for managing operational applications throughout their lifecycle. Application Management also plays important role in design, testing and improvement of applications that form part of IT services and as such, it may be involved in development projects.

EBS well-structured Application Management outsourcing delivery method makes us responsible not only for a defined package of services, but for the delivery of business value from those services.

This way of delivery ensures measuring and evaluating the services’ business value, not just activities performed. As a result, metrics demonstrating continuous improvement and business value are the key component of our application outsourcing agreements.

EBS Application Management outsourcing services support the clients’ business processes through identifying functional and manageability requirements for application software, and then to assist in [1] the design, development and deployment of those applications and [2] the ongoing support and improvement of those application.

The procedures and activities which are undertaken by EBS Application Management outsourcing service include:

• Second/Third level support for incidents related to covered application;
• Involvement in operation testing plans and deployment issues;
• Application  bug tracking and patch management;
• Involvement in application operability and supportability issues;
• Application sizing and performance; volume metrics and load testing;
• Involvement in developing release policies;
• Identification of enhancements to existing software, both from functionality and manageability perspective.

EBS Application Management outsourcing services cover all of the following phases of the application lifecycle:

• The Requirements phase, during which the six types of requirements for a new application are gathered, based on the business needs of the organization – functional requirements (specifically required to support a particular business function), manageability requirements (address the need for a responsive, available and secure service, and deal with such issues as deployment, operations, system management and security), usability requirements (result in features of the system  that facilitate its ease of use), architectural requirements (especially where there are dependencies between existing applications or tools and the new application), Service Level Requirements (the quality of service output and any other qualitative aspects measured by the user or customer).
• The Design phase, during which requirements are translated into specifications. Design includes the design of the application itself, and the design of the environment, or operational model that the application has to run on. The most important aspect of this phase is the architectural considerations since they can impact on the structure and content of both application and operational model.
• The Build phase, during which both the application and the operational model are made ready for deployment and application components are coded or acquired, integrated and tested.
• The Deploy phase, during which both the operational model and the application are deployed, the operational model is incorporated in the existing IT environment and the application is installed on top of the operational model. The phase includes the Early Life Support that covers a pre-defined guarantee period for testing, validating and monitoring of application or service.
• The Operate phase, during which the organization operates the application as part of delivering an IT service required by the business and the performance of the application in relation to the overall service is measured continually against the Service Levels and key business drivers.
• The Optimize phase, during which the possible improvements are discussed and developments initiated if necessary.