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Application Maintenance and Support

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Thinking of outsourcing your legacy applications from time to time… But who can you trust for the transfer of such a delicate system, which your day to day activities or your customers depend on? How about a company who has been maintaining legacy applications of its customers in Germany and Austria for almost 30 years?

It is the “Non-Technical” competencies and nearshoring experience that makes the difference. On-boarding, Knowledge- Transfer, Periodical Meetings, Effective Communication, KPI Management and Talent Retainment are some but not all…

Application Adaptation & Modernization

  • =Migration of legacy application (virtual environment, cloud etc.)
  • =Extending the application with new feature development
  • =Adapting application to changing business requirements
  • =Refactoring application to improve interoperability, maintenability etc.

Testing

  • =Regression test automation
  • =Test process management and documentation
  • =Performance and load testing
  • =ISTQB certified test teams

DevOps

  • =Custom application monitoring tool development
  • =Application performance monitoring (service availability, alarms etc.)
  • =Minimizing manual operations by automating recurring tasks
  • =Tracking usage statistics

Application Support

  • =Configuration, change and release management
  • =Performance analysis & tuning, upgrades & updates
  • =SLA based incident management and bug fixing
  • =ITIL compliant, corrective and customized L2 & L3 support

How We Manage Smooth Transition

Project Preparation

Strategy, Plan & Assesment

  • =Determining strategy, goals and metrics
  • =Defining roles & responsibilities
  • =Project structure & plan setup

Preparation

  • =Finalizing transition requirements
  • =Finalizing financial business case
  • =Current process documented

Team Setup & Execution

Transition Setup

  • =Project team setup and activated
  • =ICterra hiring plan activated
  • =Training plan and requirements completed
  • =Trainers defined and prepared
  • =Technoogy infrastructure put into place and tested
  • =Access to the customer network via Secure VPN

Execution & Knowledge Transfer

  • =ICterra employees hired and prepared for knowledge transfer
  • =Activate training plan depending to selected transition approach : work shadowing/ Train the trainer /Site visits / Floor walking / Remote assistance
  • =Development operating procedures and training documents

Parallel run

Pilot Phase

  • =ICterra employees trained and functional in support mode
  • =Ramp-up ICterra start with small % or simple cases & gradually increases volumes and scope
  • =Phased go live & parallel running
  • =Quality monitoring and error management
  • =Retained organization operational

ICterra normal ops

Steady State Operations

  • =Process «Go Live»
  • =Run through learning curve & optimize
  • =Measurement & reporting of SLAs & KPIs
  • =Team Leaders - daily 15-minute online meetings
  • =Weekly Project Management meetings (team leaders, project management team and customer’s head of development)
  • =Face-to-face meetings before critical milestones
  • =Monthly Sprint Review / Retrospective / Planning meetings in Agile projects

How We Manage Smooth Transition

Project Preparation

Strategy, Plan & Assesment

  • =Determining strategy, goals and metrics
  • =Defining roles & responsibilities
  • =Project structure & plan setup

Preparation

  • =Finalizing transition requirements
  • =Finalizing financial business case
  • =Current process documented

Team Setup & Execution

Transition Setup

  • =Project team setup and activated
  • =ICterra hiring plan activated
  • =Training plan and requirements completed
  • =Trainers defined and prepared
  • =Technoogy infrastructure put into place and tested
  • =Access to the customer network via Secure VPN

Execution & Knowledge Transfer

  • =ICterra employees hired and prepared for knowledge transfer
  • =Activate training plan depending to selected transition approach : work shadowing/ Train the trainer /Site visits / Floor walking / Remote assistance
  • =Development operating procedures and training documents

Parallel run

Pilot Phase

  • =ICterra employees trained and functional in support mode
  • =Ramp-up ICterra start with small % or simple cases & gradually increases volumes and scope
  • =Phased go live & parallel running
  • =Quality monitoring and error management
  • =Retained organization operational

ICterra normal ops

Steady State Operations

  • =Process «Go Live»
  • =Run through learning curve & optimize
  • =Measurement & reporting of SLAs & KPIs
  • =Team Leaders - daily 15-minute online meetings
  • =Weekly Project Management meetings (team leaders, project management team and customer’s head of development)
  • =Face-to-face meetings before critical milestones
  • =Monthly Sprint Review / Retrospective / Planning meetings in Agile projects

Case Study

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