Application Management
Applications are the engines of organizational business processes. When it comes
to the ongoing support, management, enhancement and evolution of an organization’s
application portfolio, the high total cost of ownership, confusing multiplicity
of agencies, poor support infrastructure, lack of formal processes and dismal end-user
satisfaction are only some of the challenges that plague clients. As a result, many
organizations are increasingly outsourcing to Application Managed Service (AMS)
providers that specialize in economically managing complex application environments.
In fact, the well-known technology analyst Forrester Research says:
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"Organizations are expecting more choice (tiered plans), more value (measurable SLA’s) and more predictability (for budget forecasting) from AMS providers. Symphony Services’ outcome-based AMS offering, built on industry-best practices, is the perfect answer to those expectations."
– Forrester Research |
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"We recommend that customers considering Application Managed Services work with software engineering service specialists to determine scope and avoid chasing low cost options not backed by best practices."
– Gartner |
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"Organizations are expecting more choice (tiered plans), more value (measurable
SLA’s) and more predictability (for budget forecasting) from AMS providers."
Symphony Services AMS: Integrated and Comprehensive
Symphony Services’ Application Managed Services (AMS) solution is a holistic, integrated
offering spanning the entire application ecosystem. By reducing the cost and complexity
of maintaining enterprise applications and improving margins through a global delivery
model, our AMS solution enables clients to recapture control of end-customer relationships.
An integrated model, comprised of specialized and leveraged engineering teams and
multiple channel touch points, capitalizes on the dual benefits of deep application-centric
knowledge and consistent managed services knowledge.
A deep understanding of the relationships and inter-dependencies between applications
and infrastructure solidifies Symphony Service’s infrastructure operations capabilities
– hardware/software/systems infrastructure, multi-site options, disaster recovery,
security, storage and high-availability solutions.
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Symphony Services AMS Solution Scopes
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Application Maintenance
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- Application configurations, customizations (interfaces, conversions, enhancements)
reporting, upgrade and migrations
- Application performance management, availability, and tuning
- Designing, developing, testing and releasing changes
- Training as required during upgrade/migration rollout
- Data Validation, Correction and Maintenance
- Security Management
- Patch management
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Application Maintenance
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- End-to-end resolution across enterprise solution
- Seamless integration with field management at knowledge repository and remediation
level
- Solution support Vs. stand-alone product support
- Seamless integration back to R&D;
- Contribute to product roadmap execution
- Complete Incident Management process including triage, replication, remediation,
and closure
- Span implementation, product performance, application systems, usability & user
management, authorization and training
- Span release & change management impact assessment
- Proactive maintenance and trouble shooting
- Training & documentation Management
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System Management & Support
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- Management of hardware profiles, database, system, and performance management (e.g.
tuning)
- Application & infrastructure monitoring
- System monitoring with proactive escalation management
- Job management (daily, weekly), back/restore services
- Capacity management to achieve optimal enterprise ecosystem performance
- Security Management
- Patch management
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Infrastructure Management
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- Infrastructure design, test, installation, upgrade/migration management
- Change & Release management
- Infrastructure performance management & tuning
- Availability management
- Disaster Recovery & Support
- Infrastructure monitoring, remediation
- Backup and restore services
- System monitoring and escalation
- Global hosting capability (US, EMEA, APAC)
- Security Management
- Patch management
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Delivering on all components of a comprehensive AMS solution - product knowledge,
process methodology and shared services, optimized offshore-onsite model and in-depth
experience with applications, support and infrastructure – Symphony Services delivers
success. Our AMS global delivery capability spans Bangalore, Pune and Mumbai in
India and Beijing in China. It also includes physical NOC support (Smart Hand &
Feet) in Bangalore, Beijing, Nashville, Palo Alto and Boston.
Options: Solving AMS Challenges
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Options: Solving AMS Challenges
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In-house
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Product Engineering Specialist*
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Product Knowledge (Development to Support)
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No
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No
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Yes
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Process methodology and shared services (Best Practices)
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Few
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No
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Yes
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Offshore/Onsite Model
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Yes
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Few
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Yes
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One-Stop Shop from App to Support to Infrastructure
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Few
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No
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Few
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AMS Experience
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No
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Some
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Yes
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Infrastructure Management Services
Symphony Services provides comprehensive Infrastructure Management Services that
can help run business processes smoothly for global clients.
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Symphony Services Infrastructure Management Services
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Integrated IT Operations Management Services
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End-User Application Support
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End-User Application Support
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Network Design & Implementation
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Centralized Desktop Management
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Security Auditing & Compliance
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Network Management
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PC Standardization
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Security Device Monitoring
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Server, Middleware & Database Management
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Application Packaging & Distribution
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Vulnerability Assessment
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Storage Management
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Desktop Applications Support
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Intrusion Detection & Testing
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Data Center Management
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ISO 27001 Certification Readiness
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IT Infrastructure Capacity Optimization
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PCI Certification Readiness
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ITIL Certification Readiness
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Telecom Asset Management
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With ITIL-compliant processes, state-of-the-art facilities, certified professionals,
ISMS/ISO 27001 (Information Security) and ITSM/ISO 20000 (ITIL) certified Centralized
Network Operations Center and proprietary ITIL-compliant infrastructure management
software (SUMMIT), bolstered by years of experience, Symphony Services can provide
a total solution for all your infrastructure management needs.
To contact Symphony Services click here.