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Application Management
Understanding our customer’s need for reducing post implementation support costs, Citagus has set up a Global Support Center (GSC) in Bangalore , India . Our GSC operates on a 24x7x365 basis. Currently, Citagus uses this support facility to successfully support all of our hosted customers as well as customers who have a long-term support engagement with Citagus.
Citagus adopts a 3-step process towards solution approach. Solution approach begins with a pre-assessment questionnaire, which is sent to our customers to understand existing Application environment, followed by a robust Assessment Methodology. The Solution Presentation concludes the Solutions Approach, which includes the information gathered during Assessment and proposed support options, Resource and Transition plans, pricing configuration etc.
Citagus’ deep experience in implementing and maintaining PeopleSoft systems has resulted in a highly structured Application Management Service Delivery approach, comprising of a robust transition management process, change management approach and technology investments in state-of-the-art support tools. The primary aim of this approach is to reduce the risk for a client, while offering a superior level of service. As Citagus incurs significant costs to roll out a customized support process tailored to each client, it is imperative that a critical mass is achieved with our support customers to achieve some economies of scale.
Our experience proves that a short-term transitional model of support adds little value to the clients’ business, apart from giving it access to highly skilled resources. Longer engagement results in curtailing to a maximum extent the level of risk a client can sustain with additional resources including the exposure to start-up and transition costs.
Citagus adopts a three-phased approach for providing service delivery to our customers:
Transition
Stabilization
Long Term Support
Resources are scarce and deploying them on application support is hard to keep them motivated after a period of time. Ironically, the nature of the application support is such that it requires resources with deep knowledge but such people invariably would like to get involved in newer initiatives than support an application that has already been implemented. Citagus enables the organization to focus the resources on core capabilities and strategic initiatives. Citagus can make a palpable difference to an organization’s application support. Some of the advantages of going with Citagus are -
Capability - We have vast product knowledge across multiple product lines. It comes from our multiple consulting engagements.
Cost reduction - We have the capability to provide application support remotely from off-shore locations. This results in significant cost reduction.
Improved performance - Our support process is SLA driven. We measure our performance entirely based on our SLA score card.
Technology - Besides the product knowledge we pride ourselves on the technology edge. We have solved complex business problems using core PeopleSoft technologies.
Expertise from multi-client experience - Our engagement with multiple customers enables us to bring the best practices and support knowledge to the organization.
Tuned-in to the industry trends - We are always wired to the events and triggers in the industry that helps us to add value in providing inputs to an organizations decision making.
We specialize in support and we provide objective improvement
30 to 60 percent reduction on annual application maintenance cost
30 to 60 percent increase in productivity of the support staff
30 to 60 percent increase in the turn around time on support issues
Our application management include -
Global application support to all customer locations
Incident logging tool for users to report support issues. We can either use our own tool or use tools that the customer may already be using.
Support application configuration, including security.
Support application code including the customization.
Support batch process and reports written in SQR, Application Engine, Cobol, Crystal and nVision
Support interfaces written using Component Interface, Integration Broker, Business Interlink. XML Link, file layout and ExcelToCI.
Support workflow
Weekly SLA review
Manage and execute production releases and project deployment
Manage and execute patch and service pack deployment
Deploy, manage and execute the remote support services for cost effective delivery
