Individual, customised software solutions create competitive advantage, with the prerequisite ofhaving robust and trouble-free operation. And this is exactly what our Application Managed Service for customised software provides. At the same time, it takes the pressure off your IT Department, freeing it up to concentrate on core projects.
Operation and support of customised applications
Resource bottlenecks | Fluctuating staffing requirements | Lack of in-house operational know-how
All-round service for operation, support, maintenance, servicing and further development of the applications
Scalable service model | Attractive conditions through nearshoring | Efficient and transparent service provision
Customised business applications often make the decisive difference in helping you to stand out from the competition. However, developing suitable solutions is only half the battle. In order to benefit from them in the long term, the software must be robust and secure and this ties up internal resources that are then not available for further development and digital innovations. Operational support from a managed service provider (MSP) offers a way out here.
With the Application Managed Service for customised software, we take on the responsibility for error-free operation and help you to further develop your system landscapes. And thanks to our nearshore approach, this can be offeredat an excellent price-to-performance ratio. We follow the best practices of the ITIL standard (Information Technology Infrastructure Library).
Scope of services
Within the comprehensive service package, our support team guarantees the flawless operation of the IT systems by taking on the support for your customised applications. In this way, we establish the basis for innovation and digitalisation. As part of the service, we cover the following aspects:
As a reliable AMS service provider, we ensure the smooth operation of your solutions with our Application Managed Service for customised software.
Stable operation of your infrastructure around the clock, including on-call service during off-peak times
Windows, Linux, Java, .Net, Azure, AWS, SharePoint, etc.
More than 200 employees at our nearshore locations together with a network of over 1,000 specialists in Germany
Freeing up employees by taking over the time-consuming day-to-day business
Fast response times, multi-langauge support staff and comprehensive troubleshooting
Needs-based support,- flexibly expandable at any time
Attractive conditions thanks to the teamative nearshore approach
Secure and legally compliant service provision
As an MSP, teamative takes care of processing all application-related customer requests, whether that is resolving an incident, a service request or a change request to modify existing processes. First, the customer submits a notification in the form of a ticket, for example.
A teamative service manager is assigned as the first point of contact and is responsible for coordination. The AMS organisation then creates corresponding solutions to rectify faults or implement the desired changes.
All Application Managed Services from teamative are based on clear Service Level Agreements (SLAs), which clearly define the scope and the quality of the service to be provided. This includes, for example, response and problem-solving times, availability and urgency.
For example, if a core process fails, then there is a high degree of urgency for a solution and the problem is resolved within a short time frame. All SLAs can be drawn up and agreed individually with customers, establishing a high level of transparency for both sides, as to the scope of the service to be provided.
Outsourcing the operation of customised applications should not be rushed, so generally we start on a small scale, based on time material billing. This gives you insight into how working with us operates in practice
After the decision is made to use the AMS, the handover begins. We aim to take on the service completely after eight weeks at the latest. Once a transition plan and the onboarding process have been drawn up and agreed, the target operating model is set up. During the transition phase, tickets may be processed jointly by the outgoing team and the AMS team.
Once the transition has been successfully completed, the service goes live. In this phase, tickets are already fully processed by the AMS team.
In the stabilisation phase, which typically lasts two to six months, compliance with the SLAs is continuously monitored with the help of KPIs. In addition, the focus is on the continuous improvement of processes.
The improvement phase begins after six months. In particular, this looks atthe extent to which certain process steps can have more automation built in and how the individual application can be further developed, for example through customer-specific code optimisation. If agreed, a change of contract model is also possible in this phase, from Time Material to ticket-based billing or a monthly flat rate.
In the Excel phase, focus shifts to optimising business processes. Highly reliable and efficient operation is already guaranteed at this point, thanks in no small part to proactive and predictive maintenance routines.
