Our Methodology

Application Management Methodology (AMM)

Four-phased approach to assist clients move from internal support to partially outsourced support

A proven and tested methodology

Flexible and customized to client’s individual needs

AMM Approach

  • Planning
  • Startup and Support Transition
    • Discovery/ Knowledge Acquisition
    • Knowledge Transfer
    • Implementation: Shadowing/ Coaching
  • Operations: Stabilization & Optimization
  • Continuous Improvement

Done by the A-Task team before coming onsite

  • Gather information on existing systems and procedures
  • Gather insights from support team
  • Define the Service Level Requirements (SLRs)
  • Set up remote connectivity
  • Perform logistics arrangements

A three-stage transition plan

Understand and document existing processes

A proven and tested methodology

Transition support from client to A-Task team using shadowing and coaching techniques

Support Transition

Discovery/ Knowledge Acquisition
  • Gather Technical data
  • Gather Functional data
  • Understand SLR process
  • Familiarize with client tools (e.g., Help desk processes)
  • Set up Level-1 support
Knowledge Transfer (KT)
  • Meet business users and current support members for all IT areas
  • Understand processes
  • Do Past issue analysis
  • Take on Low Priority Issues
  • Prepare KT Plan
Implement
Shadowing :
Observe client support-team handle support

Coaching:
Move support to Rapidigm team with client guidance

Stabilization

Continue day to day support operations

SLRs are monitored and reported but penalty/ rewards are
NOT in effect

Fujitsu support-team manages day-to-day support

Monitor the process flow

  • Issue logging > Issue Resolution
  • User acceptance > Knowledge Database

Provide stable application environment as per SLR

Optimization

  • Verify the support operations
  • Monitor and Review the SLRs

Continuous Improvement

Operations

  • Continue day to day support operations
  • Finalized SLRs penalty and rewards agreed upon
    mutually and brought in to effect

Continuous effort to improve operations

  • Provide higher ROI to client
    • Flexibility: restructuring, ramp up/down, projects
    • Productivity gains
  • Monthly Steering Committee Meetings
  • Quarterly Audits to review root cause analysis and
  • Identify recurring symptoms and propose solution
  • Review common/frequent issues
  • Provide trend analysis from proactive monitoring
  • Recommend Business Process / Application improvements