As the role of technology in business changes from business enabler to business transformer, the range and complexity of systems and the dependence on them will only increase. Today's IT organizations must address the need for stability, performance and functionality across an ever-increasing range of legacy, hosted and proprietary systems – and to do so in a way that unlocks system potential without additional cost burdens.
Today's support challenges demand new models that are not based on resource numbers alone. Teams now need to have a deep understanding of the business, of the ERPs and packaged solutions in play, of ITIL and Agile processes, and of the industry best practices. They also require a deeper level of integration with the right Infrastructure, Development, and Testing teams.
Support requirements at this level are as much about increasing productivity as they are about maintaining/improving the quality of services. While classic SLA models track request-to-resolution metrics, they no longer provide enough actionable value to organizations. Next generation support is moving toward integrated development-test-support KPI environments designed to both track and improve results simultaneously.
With a dedicated Support & Maintenance department, we have significant and direct experience in the support and maintenance of complex applications, platforms, and solutions.
Our experience has taught us that, to be successful, a support program must: