Our service begins from Applications Portfolio Analysis including Maintainability, to Application Management, Maintenance and Support (AMS). Each of these activities can be managed and monitored by Service Level Agreements (SLA).
The Application Maintenance process breaks down as follows:
- Corrective Maintenance
- Adaptive Maintenance
- Preventive Maintenance
These processes are supported by delivery engagement models so that work ownership can be defined. The following activities represents the offering in a high-level perspective:
- Requests Management
- Management of Incidents
- Processing of Requests
- Provide Workarounds
- Problem Resolution
- Root Cause Analysis (RCA)
Support covers a wide range of activities consisting of both industry standard production support activities and client specific requirements. Suitability of transition depends upon the scope of support activities as defined by the client. Dextra methodology is designed to provide specific recommendations based on feasibility of transition (portfolio analysis results).
Dextra has developed an approach to taking the support functions and provide a seamless transition of responsibility of these activities while reducing costs.
Support Levels
Typically support of software applications falls into three categories, Level 1, Level 2 and Level 3, with support organizations aligned accordingly. There may be some overlap of responsibilities based on organizational structure, application groupings, and size of IT or Engineering department.
Dextra has delivery models to provide assistance at all three levels.