Execution Model
Expert Outsource provides you with Application Maintenance Solutions that assures
you of 100% uptime - when your company and your customers need them. Our knowledge
transfer process ensures that critical knowledge is shared between application maintenance
teams and customers. Our Application Maintenance teams don't patch long-term problems
- they solve them. We can maintain existing systems in the most cost effective way
possible - making them more responsive to your business. Our strong knowledge transfer
and change management core competencies help you to maximize your maintenance budget
and you can show 50-60% savings in a few weeks time.
Expert Outsource 3 - Phase Process Model
We use a structured three-phase approach to transfer Application Maintenance from
internal staff to our maintenance teams. The planning phase begins with a requirements
study - that documents what the customer needs and how those needs can be addressed.
The study identifies the context of the project, specifying the scope of work and
the computing environment in which the applications operate. Then the Application
Maintenance teams translate these needs into infrastructure requirements, work plans
and service level agreements. In the next step of project planning, we specify the
details of how the project requirements are to be implemented, specifying all systems
and sub-systems, support levels, work definition, documentation standards, and identifying
which applications are business critical. Additionally a detailed process document
identifies the procedures, standards, quality control checks and project reports
which should accompany them.
Based on planning input the customer chooses the best outsourcing option - whether
to outsource all application maintenance or employ a more selective approach. We
then give you a cost estimate for the project - usually the number of persons to
be employed at our competitive hourly rates to take care of your maintenance needs.
The service level agreement is signed and the work begins.
During the Knowledge Transfer phase Expert Outsource deploys teams on-site to learn
about the customer's computing environment, applications to be outsourced, and existing
maintenance procedures. Our knowledge gathering many times helps the customers understand
existing systems better. What is learnt is transferred to a Knowledge Repository,
which provides the roadmap for the offshore transition plan. Our teams closely analyze
the system, mapping business functions to programs and data sources, generating
process flows, documenting user profiles and studying error history to identify
key system problem areas. We then deliver a maintenance plan that fits the customer's
requirements.
In the last stage of offshore transition planning, we identify areas that require
future work and hand over the work to the offshore team. In the final phase - the
Service Phase - the offshore development team absorbs the knowledge transfer from
the onsite team and ramps up its activity, as it grows more familiar with the customer's
requirements, applications and systems.