Wipro Infocrossing's AMS focuses of providing transformation lead, SLA driven, multi-year, multi-lingual applications maintenance and support services to our global customers Our key offerings include:
- Business Support
- Technical Support
- Applications Administration
- Help Desk
- Infrastructure and Hosting Services, among others
Further, we provide full range of 'Run' services, a few of which are:
- Performance tuning and improvement
- Data quality management
- Six Sigma driven process improvement
- Data volume management
- Patch and upgrade management
- Security audit services
Wipro has defined a four pronged approach to support client's enterprise applications. The model is primarily meant for an enterprise which is in implementation phase and is looking at defining the support model, team and approach. The model is depicted as follows:
Define support process and operational model: The stage defines overall governance approach as well call routing/escalation process in level 1, 2 and 3 support. It recommends appropriate support delivery model including geographies, languages, and time zone coverage. Further, the stage also handles training and transition to the support team after pilot go-live.
Determine support team structure: Identify applications support team required for the different functional modules, technical activities, languages and geographies. Roles and responsibilities are clearly defined between business, IT and the support vendor and a clear management structure with escalation metrics is set in place.
Identify tools to track calls, SLAs and knowledge management: The team standardizes all tools required, namely, Call tracking tool, knowledge base and self-service training website, SLA and metrics tracking tool, and proactive monitoring and automation tools, among others.
Identify SLAs, metrics and continuous improvement approach: The final stage helps in defining Service Levels and Business sign-off on service levels, identify metrics to be tracked for continuous improvement and sets in a preventive maintenance approach leveraging root cause analyses. Further, the team defines periodic reporting needs and trend analysis approach to ensure the project is delivered right on target.
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For more information, please contact Infocrossing at
866.779.4369.
