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:

"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
"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

"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.

Symphony Services AMS Solution Scopes
Application Maintenance
  • 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
Application Maintenance
  • 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
System Management & Support
  • 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
Infrastructure Management
  • 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

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
  Options: Solving AMS Challenges In-house Product Engineering Specialist*
Product Knowledge (Development to Support) No No Yes
Process methodology and shared services (Best Practices) Few No Yes
Offshore/Onsite Model Yes Few Yes
One-Stop Shop from App to Support to Infrastructure Few No Few
AMS Experience No Some Yes

Infrastructure Management Services

Symphony Services provides comprehensive Infrastructure Management Services that can help run business processes smoothly for global clients.

Symphony Services Infrastructure Management Services
Integrated IT Operations Management Services End-User Application Support End-User Application Support
Network Design & Implementation Centralized Desktop Management Security Auditing & Compliance
Network Management PC Standardization Security Device Monitoring
Server, Middleware & Database Management Application Packaging & Distribution Vulnerability Assessment
Storage Management Desktop Applications Support Intrusion Detection & Testing
Data Center Management   ISO 27001 Certification Readiness
IT Infrastructure Capacity Optimization   PCI Certification Readiness
ITIL Certification Readiness    
Telecom Asset Management    

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.

© 2012 Symphony Services Corp. All rights reserved. | Terms of Use | Privacy Statement | Site Map