Application Support Work Event Process Flows
Computer Aid’s (CAI) legacy application support service was designed and developed to closely align with ITIL V3 service management best practices. CAI’s process, metrics and data driven application support service provides our customers with an unprecedented level of performance and visibility through the use of Tracer, CAI’s IT service management tool.
CAI’s application support methodology and tools have been continually updated for the past 20 years adding and updating to keep pace with the evolving ITIL Service Management standards:
- Task management
- Time distribution
- Workload management
- Process definitions & enforcement
- Knowledge management
- Work event status & tracking
- Resource management & performance monitoring
- SLA’s and metrics reporting
These best practice elements are used to continually improve the CAI team’s service performance to our customers. CAI’s methodology and Tracer are designed to provide complete visibility and control for all the facets of support and development tasks so that they can be properly planned, managed and delivered in accordance with the priorities and mutually agreed to SLAs.
Using CAI’s service management tool Tracer we are able to gather the data necessary to analyze the root cause of system support issues, giving us the ability to diminish and streamline support and to identify areas for continuous improvement for our clients. Tracer enables the team to effectively manage the day-to-day work events of programmers, team leaders, and service managers.
Our Service Managers are ultimately responsible for enforcing workflow, monitoring support, and gathering the data required to report SLA compliance. Real-time process enforcement and data collection with Tracer enable our support team to know:
- What everyone is doing
- What they are supposed to be doing
- How well they are doing it
- What they will be working on next and
- What the end-users thinks about their work
CAI’s Legacy Application Support offering and accompanying methodology enable IT executives to identify non-strategic work trends, provide real time comprehensive reports, and implement process-driven methods. These measures result in improved productivity and customer satisfaction, the ability to redeploy knowledge workers to strategic tasks, an improved competitive advantage and reduced application support costs. Today’s business and technical environment is changing faster than ever before. As a result, Information Technology executives are faced with ever-growing challenges including:
- Increasing Maintenance Costs
- Implementing Strategic Initiatives
- Replacing/Enhancing/Protecting Business Critical Applications
- Decreasing Headcount
- Finding and Retaining Skilled Resources
- Maintaining Employee Morale
- Replacing Missing or Outdated Documentation
- Supplementing Declining Application Knowledge
- Addressing Rapid Technology Changes
CAI’s Legacy Application Support offering was developed to provide application support services to clients, while addressing the impacts to application support resulting from these challenges. CAI’s Legacy Application Support methodology is based on many years of experience, combining the disciplined software support approaches of the US military, IEEE, SEI, ITIL and ISO, with the best practices of CAI’s Fortune 1000 clients. As a result, CAI is able to provide flexible, cost-efficient support services using repeatable processes and metrics – ultimately enabling clients to focus on their strategic objectives.
This solution addresses every phase of the outsourcing lifecycle; from the initial assessment and transition of responsibility, through the stabilization and optimization of the application support services.