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Application Management Services |
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With increasing globalisation, companies are forced to focus on their core competencies in order to ensure their survival, stability and sustained growth.
Emerio’s Application Management Services allows our clients to focus on their core business, with an assurance of an IT backbone that is reliable, stable, cost effective and has high time-up.
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Clear and transparent Service Level Agreements form the basis of our engagement model. Our successful project management methodology and processes are the key to the timely and cost-effective realisation of deliverables.
Our delivery centres in Singapore, Malaysia, Indonesia, Thailand and Philippines are amply equipped to support critical global projects. Our support coverage window is flexible, from 9/5 coverage progressively moving up to 24/7 coverage through scaled combinations of “continuous” or “on-demand” support.
At Emerio, we effectively manage all applications and systems, be they legacy or enterprise solutions. We take the onus of enabling organisations to embrace IT into their mainstream activities, thereby generating synergy between IT and their core business functions.
Offerings:
At Emerio, the first step in Application Management is understanding the scope – its breadth and depth. The breadth of the scope covers the list of applications and systems that need to be supported or maintained, while the depth of the scope cover areas which include acknowledgement, qualification, troubleshooting, resolution, performance and availability, monitoring, administration, code fixing, enhancements, customisation etc. We then combine this understanding with our prior successful experience to generate a support model tailored for our clients.
Successful outsourcing is provided through:
- Proven Project Management methodologies processes
- Converting customer expectations into measurable deliverables/service levels (Service Level Agreements – SLA)
- Choosing and executing the appropriate cost saving model of “right-shoring” i.e. support from the most appropriate location be it onsite/offsite/near-shore/off-shore
- Adopting the right Client Engagement model
Familiarisation/Transition Phase
Our emphasis is to plan a sound transition. A complete transition is vital for a successful support and operations delivery. Our overall programme may include transition of operations that are mission critical to our clients. The familiarisation/transition of these services from current support team must be conducted without disrupting service to the end user communities. To achieve this goal we work closely with the client while planning and executing the plan to provide a seamless transfer of responsibility, at the same time remaining cognizant of customer needs and potential pitfalls.
Quality Assurance
Emerio has developed Software Quality Assurance policies, procedures, processes, forms and tools in conformance with ISO 9001:2000 standard. These elements have been created in conjunction with a program of Singapore Productivity Standards Boards (PSB) now known as SPRINT-The Standards, Productivity and Innovation Board. The guidance of SPRINT and its team of consultants and experts have helped formulate a set of policies and procedures now used within Emerio and at client engagement to ensure quality of delivery.
Report Management
Report Management represents all activities and technologies with the goal of providing proactive, insightful and meaningful management information. All functions within the services produce management information for use by Emerio Program Management Office and Client. Standardised and (if applicable) automated routine reports as well as ad-hoc reporting capability are made available to ensure that the needed management information is easily available. Customer Survey reports are conducted on either an adhoc or periodic basis depending on the requirements of the Service Level Agreements.
- Reduce Total Cost of Operation (TCO) between 20-40% through
- Option of Delivery Models onsite/offsite/offshore
- Optimised number of Resources
- Shared Service Model
- Pilot study, Proof of concept
- Productivity Gains by reducing number of calls through ABC analysis
- Consistently achieve customer expectations in Service Levels Agreement (SLA)
- Shorter transition period, which results in Lower Transition Cost
- Ready-to-use web based call management tool - “Emerio proprietary ECMT”
- Flexible client engagement model
- Strong Fundamentals
- Localised business models: Local resource
- Robust onsite/offshore delivery: Distributed Delivery Management
- Strong Industry, Technology, Solutions, Service focus
- Rapid deployment of customised solutions using in-house AMS component library (Knowledge Base - KB)
Best Practices
Project Management
We use delivery models that are customised to each customer’s requirements. Our projects are managed by certified PMIs and driven through SLAs and other metrics. Resource estimation is based on scientific techniques. There is extensive system documentation and communication to ensure complete understanding of all parties involved.
Quality Management
At Emerio, we follow stringent processes, standards, checklists and guidelines backed by ISO 9000:2001 and ITIL.
Knowledge Management
Our knowledge management includes a comprehensive knowledge repository, re-usable artifacts, intranet etc.
People Management
We meet our clients’ manpower requirements with a rigorous recruitment process of matching ‘right fit’ in terms of skill, experience and attitude. We conduct comprehensive inductions – both internal and external. Employees are set individual goals and performance is tracked through regular appraisals. Appropriate feedback, motivation, training and incentives are provided to employees. We also have long term career plans – including promotions and relocations as and when opportunities arise.
Delivery Framework
Our delivery location is customised to the clients’ requirements. The options include onsite, offsite, nearshore or offshore or a combination of these, depending on the specific outcomes mandated by the client.
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