Nessac Solutions

Developing center:

SOFTWARE MAINTENANCE

Standardize your existing processes and methodology and deliver quality and reliable services uniformly and repeatedly

Application Managed Services practice at Nessac

We follow a systematic methodology for our AMS execution called T? (Nessac Transition and Transformation). Our AMS practice will include applications which were developed by Nessac as well as applications which were transitioned to Nessac for maintenance.

Nessac's goal is to build a consistent AMS practice, which would standardize the methodology and processes. This is required to deliver quality and reliable services uniformly and repeatedly.

The diagram below gives a brief insight into the Lifecycle of AMS projects in Nessac Technologies:

Life Cycle of AMS projects - Transition

The Transition phase is the make-or-break phase of AMS projects. It involves the transfer of in-scope activities from current customer delivery organization structure to the new shared model of delivery, without impacting the customer business. It involves a lot of knowledge transfer and application transition, setting up infrastructure/connectivity for the customer as well as Nessac. Usually 20-30% of the offshore delivery team travel to customer location for 2-3 months for the knowledge transfer process. This is also an expensive phase involving customer and Nessac teams working in parallel and onsite travel expenses as well as infrastructure/connectivity issues. All major challenges and risks faced during the Transition phase can be overcome by following the T 3 processes and proper planning

Contract Engagement Phase

This phase will be executed mainly by the customer facing team of Nessac and it involves several stages such as:

Selling Offshore Delivery, Frontline Business Development
Due Diligence - Interview Stakeholders
Quantitative Application Assessment
Scope Definition &Vision Alignment
Contract Development

Knowledge Acquisition Phase

During this phase, the performance of the Nessac team is quantifiably measured. The results during the end of the phase are compared with the goal for phase completion. E.g - Nessac team will handle 20% of the service requests individually on Week 5 of this phase. This phase involves the following stages:

Around 30% of the Nessac project team (both Ireland and India ) travel to customer's location for Knowledge Transfer
Customer's staff act in a lead and guide role
Application specific training covering application, tools, architecture/design and support processes
AID and ASCP is updated as KT progresses

Mentored Perform Phase

Around 25% of the Nessac India team return back in phases to mentor the remaining Nessac India support staff Customer staff will play the primary role but will delegate responsibilities to the Nessac staff Nessac staff is to perform activities such as application enhancement, bug fixes and assist customer staff in production support activities The support activities are performed at both India and the Ireland All the required infrastructure and connectivity are up and running

Around 25% of the Nessac India team return back in phases to mentor the remaining Nessac India support staff
Customer staff will play the primary role but will delegate responsibilities to the Nessac staff
Nessac staff is to perform activities such as application enhancement, bug fixes and assist customer staff in production support activities
The support activities are performed at both India and the Ireland
All the required infrastructure and connectivity are up and running

Parallel Production Phase

Nessac will take primary responsibility of supporting the application. However customer staff will be available to assist Nessac whenever required. Some of the key stages are:

AID, ASCP completed and delivered to the customer
Finalize service level agreements (SLAs), Communication plan and escalation path
Measurement and margin goals are set for every week
All offshore resources are in India by the second week of this phase
Nessac starts providing program and project management activities in parallel with customer management team

Steady State Phase

After successful of completion of all the goals and deliverables of Parallel Phase, the application "Cuts Over" and moves to "Steady State" mode. Nessac is responsible for all the Development & Maintenance needs of the application. Customer Management team will help, monitor and review the status on a periodic basis. Some of the stages of this phase are:

Nessac will be responsible for the Project-Program management
This phase involves a mix of Nessac and Customer resources
Nessac may not support some of the functions like Deployment, Production environment, DBA activities etc.

This phase involves the following

Workflow management - Service request management system
Release management
Production support - Level I & II
Metrics and Quantitative process management and reporting
SLA adherence and helpdesk
Continuous process improvement (Transformation)