Application Maintenance Solution

Digite ALM on SaaS: Application Maintenance & Support

IT organizations spend more than fifty percent of their budgets on maintenance and support 'keeping the lights on' applications instead of pursuing revenue enhancing opportunities. A typical maintenance process can be fairly complex. It has multiple tracks of work over an extended period of time -

• Fixes for Bugs and Production Support issues
• Minor Enhancements
• Major Enhancements

Each of these work items has its own lifecycle and needs to be managed differently. Application releases however need to be made on a regular basis delivering on all 3 tracks. The overall application 'release; needs to be tracked and cost and schedule controlled.

Today, IT is forced to use a variety of disparate tools (especially spreadsheets!) to manage all of the maintenance activity. The real cost of maintenance and support gets lost in the overhead of managing these disparate tools, consolidating status and deliverables to make timely and successful patches and releases. If you are an IT organization that is dealing with some of these challenges or an IT Services company providing outsourced support to your customers, Digité's Application Maintenance Solution is for you!

Digite Value Proposition

Digite's Application Maintenance solution provides an integrated capability to do all of this and more effectively to ensure timely application releases, tracking of all work items and resource utilization - and an overall lowering of the application TCO! The solution consolidates and abstracts from years of our customers' and partners' maintenance and support best practices and standards and leverages several unique out-of-the-box features that Digite provides for Application Maintenance projects.
 

• Fully defined Application Maintenance solution with pre-defined, ready-to-use:
  • Single framework to manage all work streams in a unified manner
  • Ability to monitor at Application or Release or Work Package level
  • Pre-defined templates for:
    • Work Breakdown Structure
    • Forms and Workflows
    • Documents and Templates
    • Metrics Dashboard and Reports
• And much more!
• Provides a fully collaborative application management workspace
  • Low effort implementation. Ready to use out-of-the-box!
  • Get real-time metrics and compare against historical baseline trends so organizations can detect anomalies and remediate issues appropriately.
  • Optimize resource utilization
  • Meet business/ customer SLAs effectively
• Effectively Manage SLAs
  • Service Level Agreements are a key element of many maintenance and support activities and help measure and manage service level expectations between IT and business. Real-time, online measurement of SLAs helps teams prioritize and provide timely escalations. For maximum effectiveness, SLAs require ongoing attention in measuring user satisfaction so that IT is aware of any dissatisfaction before a crisis occurs.
• Overall, significantly reduced Total Cost of Ownership

Key Features of Digite Iterative Development Solution

Planning with Releases and Work Packages - Major/ Minor Enhancements
 

• The solution provides modules for tracking and managing Major and Minor Enhancement. Enhancements can be categorized as major or minor depending on the estimated size of the enhancement.
• Each enhancement can have its own a set of tasks (Work Breakdown Structure or WBS) with defined development phases (Requirement, Design, Construction, Testing and Deployment) and a set of deliverables.
• Digité's integrated solution ensures that metrics and dashboards can be drill-down at each individual enhancement level.

Production Support

• Integrated Issues or Service Requests tracking with configurable workflow
• Automated alerts and notifications via email
• Ability to escalate to defects or change requests with automated traceability

Integrated SLA Definition and Monitoring

• Help define Service Level Agreement (SLA) parameters to be used to measure performance against expected goals
• Track performance against these parameters and escalate based on defined levels
• Escalation procedures
• Project management
• Regular and escalation notifications

Team Collaboration
 

• Integrated threaded Discussion Forums to discuss project issues/impediments.
• Project Wiki (Beta) to collaborate or exchange information on various topics.
• Project meetings management, minutes of meetings and action items.

Project Progress Tracking

Digite SaaS Solutions provide one of the most extensive set of metrics and reports, fully configured for immediate use.
 

• Reports
  • Traceability Report
  • Tasks Scorecard
  • Change Management Scorecard
  • Weekly Status Report
• Dashboards
  • Project Health
  • Earned Value Management
  • Resource Loading
  • Effort & Schedule Deviation
  • Cost of Quality
  • Defect Status / Defect Leakage
  • Issues and Risks Status - By Category/ Priority/ Overall Status