Application Outsourcing from IT One will start from application transitioning phase then stabilized phase. The application transiting phase covers facilities and processes set up, user communication and knowledge transferring, building and leveraging. In this phase we also cover service performance review and finalize Service Level Agreement (SLA). The stabilized phase covers a day-to-day services and support as align with the SLA.
Overall services will based upon the collaboration with other service team including call center services, project implementation and infrastructure team. Within IT One we will collaborate via our single and company wide IT service management suit. With this tool we could seamlessly delivery services to our clients.
Our Application Management Services (AMS) will proactively support your business operation in day-to-day basis and also ensure your application health to support your business growth while keep up with the technology change. This includes :
• Application problem management
• Application security configuration
• Batch configuration
• Assessment of application problem and suggestion for improvements
• Application production job scheduling
• Software patch management
• Application monitoring
• Applications change control and defect management
In order to meet our clients SLA, our service delivery are strictly following our IT One methodology for IT service management which aligns to the world-wide standard such as ITIL, and CMMI. Some key processes in IT One methodology are:
•Request Management
• Change Control
• Root Cause Analysis
• Manage Technical Environments Policy
• Day-to-Day Operation Management
• Disaster Recovery Planning
• Run Entry Framework (for review a new application into application portfolio)
Our current support capability covers a wide-range of world class business application and technology from various vendors such as SAP, Microsoft, PeopleSoft, etc.
Some examples of applications under our service are listed bellows
• Enterprise Resource Planning (ERP)
• Business Intelligence (BI)
• Supply Chain Management (SCM)
• Customer Relationship Management (CRM)
• Work Flow & Knowledge Base Mgt
• Enterprises Application Infrastructure
• HRM system
• Web Application Development
• Barcode/RFID/Mobile application
Current Application Management Service covers (as of March 2009)
• 24 x 7 Application Support
• 60+ SAP systems
• 4,000+ SAP concurrent users
• 100+ Non-SAP Applications
• 22,000+ e-mail users
Current Customer Services covers (as of March 2009)
• 10,000+ Monthly calls
• 400+ Average daily calls
• 150+ Companies supported
• 700+ Locations supported
• 25,000+ Users supported
• 13,000+ Workstations supported
• 110+ Factories supported
• 15+ Country supported