Application Management Outsourcing
Application Management Services are provided and driven out of a dedicated Support Centre based in Budapest, involving our partners in Asia and the Americas. Our Follow-the-Sun (i.e. seamless hand over between time zones if applicable and requested) / Smart Shore (i.e. local and regional support where applicable or requested) model enables us to provide support services globally 7x24x365.
Our key strengths are knowledgeable heads specialised in working in demanding support environments, cultural fit through regional expertise and the flexibility in solving issues according to standardised processes but not limited to predefined scripts. Application Management Support Services are based on IT Service Management standards and provide all operative processes leveraging ITIL, CMMi and SAP standards, which are necessary for the handling of service-interruptions and for the implementation of changes.
We provide state-of-the-art Support Service management (offering a professional Service Desk team), strictly reporting according to Service Level Agreement (SLA) and set Key Performance Indicators (KPI´s). In scope activities are incident management, service requests, problem management, demand- and change request management.
The Lupus philosophy to successful Application Management Services:
- Full transparency about cost & scope of work
Service catalogues define the scope of work and the procedures applied. Service Level Agreements (SLA) clearly define resolution and reaction times. Detailed Service Level Reporting provides full transparency about performance, delivered services and cost.
- Performance measurement & scalability of services
Monthly reporting including KPI structure based on service catalogue and SLA agreed. Ability to up-/downgrade services and SLA based on changed requirements. The setup of fixed fee service packages is encouraged by our delivery managers.
- Proven expertise & single sourcing
Our Support experts have the technical as well as the functional and industry expertise to support our clients systems & solutions adequately. The Application Management Support team is backed up by the expertise of our consulting and development experts. This ensures access to all services through one provider.
- Stable teams
We are very proud of almost zero fluctuation – enabling us to provide stable support teams for our clients over years.
- Global delivery capability & country specific expertise
We offer global delivery capability covering all time zones and we ensure strong regional and country specific knowledge along with the best cultural fit.
Application Management Outsourcing services tailored to our clients’ needs
Lupus Consulting Application Management Outsourcing services are strictly Total Cost of Ownership (TCO) driven. As such we offer tailor made models and map your requirements in detail by location and domain to cover exactly the services needed.
- Dedicated or shared resources
- Onsite/remote presence requirements
- Availability of service desk
- Availability of support staff
- Need of dedicated service manager
- Performance measurement with KPIs, benchmarks, trends and reporting
- Service reviews and customer evaluation
Based on the key service characteristics a client specific service package including a detailed service catalogue, enabling TCO based measurement, is proposed.
Transition into Application Management Services & Standards
In order to set up or hand over to Application Management Outsourcing services a well planned and executed transition (which may be called a small project in itself) is a key activity. Lupus’s transition strategy provides a unique combination of differentiators that provides clients a timely and cost-effective transition with low risk.
The Lupus Consulting support team has gained experience through 40+ transitions over the past 15 years. It is fair to say that we sometimes face unusual situations e.g. when a project team had to close the project due to time or budget constraints and transition did not take place or when no documentation and no knowledge transfer had been provided to our team.