APPROACH TO APPLICATION MANAGEMENT AND SUPPORT

Knowledge Transfer

• Understanding of the domain, application and environment
• Process Definition and Tailoring – Define and tailor processes and procedures that will be used to ensure SLAs are met
• Transition - Seamless transition of knowledge from the existing maintenance team to VGL Softech’s maintenance team

Knowledge Management

Knowledge Management plays an important role in transitioning knowledge from the client's team to VGL Softech’s team. During this phase VGL Softech team experts discuss and ratify the business process. Tools are used extensively for bottom up analysis. The result is the application knowledge which is then organized to and uploaded into a Knowledge Management tool. Various other tools like Issue Tracking System, Time Tracking System and EQMS (for managing testing process) are also customized for the client’s need, thus making the system person independent.

Managed Transition

During this phase the maintenance activity is taken over by VGL Softech team.

Maintenance Phase

The support is provided as per agreed SLAs.

Maintenance and support services include fixing bugs, diagnosing and correcting latent errors, assessing impact of new releases, proposing improvements, maintaining technical and user documentation, monitoring applications for data integrity and performance and a 24x7 Helpdesk.

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