As the role of technology in business changes from business enabler to business transformer, the range and complexity of systems and the dependence on them will only increase. Today’s IT organizations must address the need for stability, performance and functionality across an ever-increasing range of legacy, hosted and proprietary systems – and to do so in a way that unlocks system potential without additional cost burdens.
Ongoing support, maintenance and enhancement of an organization’s products and applications are challenges that every organization faces as its business requirements evolve. At the same time, they also present a strong potential for cost savings in global enterprises. Managed services for comprehensive maintenance and support services enable clients to economically manage complex application portfolios.
Support requirements at this level are as much about increasing productivity as they are about maintaining/improving the quality of services. While classic SLA models track request-to-resolution metrics, they no longer provide enough actionable value to organizations. Next generation support is moving toward integrated development-test-support KPI environments designed to both track and improve results