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APPLICATION MAINTENANCE
Service Description
COMSYS has a proven process for application maintenance that provides high quality
improved service at a reduced cost. COMSYS provides the resources and capabilities
to plan and execute a smooth and efficient transition of our customer's application(s)
from current IT staff to COMSYS. An application maintenance engagement is usually
contracted over a five-year period and will utilize the COMSYS onsite/offshore
model to provide reduction of up to 25% in the day-to-day support costs of an
application.
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The transition of an application or suite of applications takes from 90 to 120
days. The steps include an assessment followed by a knowledge and responsibility
transition period. During the assessment period a project manager and a number
of senior analysts reside onsite to determine the application support scope.
The actual number of resources onsite is dependent on the level of effort typically
quantified by number of applications and processes. A business case including
a Return-On-Investment model is developed aligning the business drivers with
overall outsourcing goals. In most cases a cost containment goal is established,
which is incorporated into the long-term engagement plan.
The business case developed is used to create the transition plan. The transition
period involves the transfer of knowledge regarding the application and maintenance
support infrastructure and the transfer of responsibility from the client to
COMSYS. A complete understanding of the service levels including metric reporting
requirements is established. COMSYS develops a plan for onsite/offshore release
management and pilot a trial release.
Analysis is performed to determine the feasibility of optimizing an application
to further reduce costs by eliminating resource support costs. COMSYS applies
optimization tools to analyze and enhance the performance of the application
during the maintenance phase. In most cases, COMSYS believes it can save our
customers an additional 5% per year over the five-year period.
A Service Level Agreement (SLA) defines the metrics and reporting structure
used to measure how well COMSYS is meeting the support requirements of the application.
The SLA is negotiated, agreed upon and adhered with based on negotiations between
COMSYS and our client.
Once the transition of the application is complete, COMSYS assumes the day-to-day
activities of supporting the application. Support is based on a SLA defined
during the transition stage. In most cases the application support staff is
partitioned between the COMSYS offshore centers in India and a small highly
trained technical staff onsite.
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