A world leader in information storage and management products, services and solutions required application maintenance on outsourced basis for the entire gamut of testing, support and maintenance services.
Allianz Global Services through its Application Maintenance Outsourcing team has been providing quality services to the client since July 2005 through support, run development, project management and business analysis and value-added services with high quality service levels.
Business Challenge
- Client required support services, maintenance services, run development services, project management and business analysis services and value- added services
- Testing for bi-weekly release to production (including bug fixes, small enhancements, and large projects)
- Testing for Integration with Oracle 11i to accept inbound nightly 11 large data feeds including customer master and employee data and outbound real-time feeds to open service tickets
RIGHTLINE Approach
Provided Run Support – Support Services that included the following:
- Application and System Monitoring
- 24x7 On-call Support
- Emergency Escalation
- End user support
- Problem Triage - identification and resolution
- Pro-active and re-active production support initiatives
- Manual running of procedures and scripts
Provided Run Support – Maintenance Services that included the following:
- Minor enhancements – Fast Path Requests and RMTs
- New Report Requests
- Escalation services for the Run Support – Support Service function
- Ad-hoc Requests
- Software upgrades and technology refresh
- Logical and Physical Database support
Provided Run Development Services that included the following:
- Sustaining Development – Continuous Improvement (C/I) Initiatives
- New development – brand new functionality
- Technical Design creation
- Build Management
- Logical and Physical Database development
Provided Project Management and Business Analysis Services that included the following:
- Project oversight
- Resource Management
- Best practice adherence
- Single point of contact
- Metric Reporting
- Requirements gathering and functional design creation
- Business verification testing
Provided Value-added Services that included the following:
- Perform above functions while managing established service levels
- Create a mutually agreed upon Service Level agreement
- Month-to-month re-assessment of client support needs
- Create, update, and maintain system and database documentation
- Implement processes and procedures optimized for the support functions
- Implement testing and pre-QA processes for the support functions
- Document support and maintenance processes and procedures
- Provide offshore project and resource management
- Improve and enhance communications with other business units
Development and Testing Methodologies used:
- Functional testing using test plans, test cases, and test scripts
- Technologies Tested: Custom .NET 1.1 application; integration with Oracle 11i
- Testing Tools Used: N/A
- Types of Testing: Functional testing, UAT
BUSINESS Value
- Provided full gamut of Application Maintenance services to a top tier company through our Application Maintenance Outsourcing (AMO) Team to complete satisfaction
- Project is ongoing, since July 2005, indicating level of client satisfaction
- Tested successfully for bi-weekly release to production (including bug fixes, small enhancements, and large projects)
- Tested successfully for Integration with Oracle 11i to accept inbound nightly 11 large data feeds including customer master and employee data and outbound real-time feeds to open service tickets
- Expertise in cross- functional areas such as maintenance, support services, development, project management and business analysis services, value added services, IT application maintenance, IT software maintenance and testing services enabled us to meet high standard of quality required by a global leader
Contact Us
Contact Us today to speak to a Practice Leader who can discuss how Alliance's Application Maintenance Outsourcing Services team can help you.
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