Application management service frees up time for development work
“Thanks to ATR Soft’s AMS service, we have been able to trust that our systems are being well managed and the response time in malfunction/problem situations has always been first class.”
Hanna Vahtera, Service Manager, Collaboration & HR Solutions, Meyer Turku Oy
The need
Meyer Turku’s IT department needed to find a partner to take care of business application support issues. The need was driven by the idea of freeing up the time of their own employees for activities that improve business and efficiency.
In addition to resourcing, the aim was to build a service model where data management is agreed, the necessary skills are managed by the supplier and the response time can be communicated to the business units.
The solution
An IT service management model was built around the need, based on ITIL process models and taking into account the application-specific characteristics of Meyer Turku. Based on these starting points, we designed a scalable application management service allowing us to cooperate with Meyer Turku to manage business application support and life-cycle services.
The solution model included incident management, monitoring services, support call execution and a life-cycle management service to be selected on an application-specific basis. Life-cycle management includes development services, application installations and routine security update services as an integral part of life-cycle management.
The scalability that is at the heart of the application management service allows business applications and solutions to be moved in and out of the service with great flexibility.
Reporting was built to support decision-making and visibility in the availability of business applications and support needs.
Overall, the application management service model enables Meyer Turku to deliver applications to business units in a controlled, scalable and best practice-based way.
Technologies
IT Service Management, IT Service Delivery, ITIL, Jira Service Management, Confluence, ServiceNow, Oracle DB, MS SQL