Enterprises develop numerous applications to cater to the needs of their customers. Traditionally, they align a dedicated team of engineers to offer support services for these applications. However, as the organization grows, the number of enterprise applications increases, thereby increasing the cost of application support. This puts the organization under tremendous pressure to:
- Optimize application costs and reduce cost of operations year over year
- Bring in digital innovation into traditional application managed services
- Automate support processes to the highest possible level
At Happiest Minds, in addition to offering business-as-usual application support services, we leverage our rich experience of working on multiple AMS engagements to introduce digital innovation to our clients. Our proven three-phase approach toward taking over our clients’ application maintenance services involves: i. Transition & Shadow Support, ii. Steady State, and iii. Continuous Improvement. Working in tandem with our clients’ existing application maintenance and support (AMS) teams ensures business continuity with zero downtime.
Our application maintenance and support services are backed by strong analytics and insights, allowing clients to derive predictable outcomes. With our unique approach, we introduce automation and app modernization to facilitate self-support enablement. We help our clients with:
- In-depth application analysis to discover innovation opportunities
- Shift left approach adoption and process improvements to focus on quality from day 1
- Process transformation to leverage emerging technologies
The differentiated experience that Happiest Minds offers is visible in the outcome delivered:
- Higher application uptime
- Enhanced customer satisfaction score (CSAT)
- Improved deployment quality
- Enhanced ecosystem maintainability
- Lower cost of support and quality
- Faster time to market and a more responsive support cycle
The Happiest Minds Advantage:
- A differentiated working model where we offer AMS services on “risk & reward” or “outcome” basis over minimum base/volume after detailed analysis of the client’s existing operations
- Commitment to introduce innovation
- Automation of support operations
Our transformations help build the future
Automation
Our efforts toward continuous integration and continuous delivery (CI/CD)—often referred to as the key pillars of DevOps—have helped us automate application maintenance and support for our clients, offering them bottom-line benefits. We introduce the concept of Intelligent Process Automation, giving clients the combined benefits of Robotic Process Automation (RPA) and DevOps in continuous application maintenance and support. Happiest Minds also focuses on test case automation for sustained support and maintenance, enabling insight gathering for process improvement.
AI- and ML-based KM Hub
Happiest Minds sets up a well-designed knowledge management (KM) hub for clients, powered by artificial intelligence (AI) and machine learning (ML), adding greater value to application maintenance services. Right during the initial knowledge transfer process, we bring in innovation through the KM hub design and Learning Management System (LMS). The chatbot-enabled KM hub is integrated with a known error database (KEDB) to facilitate quicker resolution of tickets.
Application Modernization
Happiest Minds enables enterprises to modernize legacy applications, helping them take advantage of social, mobile, analytics, Cloud and other latest digital technologies, without completely re-building core systems. An architecture-driven approach enables us to successfully accomplish application modernization initiatives by defining crucial tasks accurately, omitting the ones that are irrelevant to the specific scenario.
Process Reengineering
One of the key objectives of process reengineering is to optimize support and maintenance operational costs. Happiest Minds reengineers support processes, making trouble shooting quicker and operations easier for support engineers. Our process reengineering offering automates support processes and enables self-service support. It promotes a shift left approach by providing deep insights into processes that help the team proactively identify issues and fix them.
Proactive Maintenance
In addition to the traditional L0, L1 and L2 support, Happiest Minds offers innovative maintenance services that proactively ensure good health of our clients’ IT applications as opposed to the reactive way. Our services include:
- Insights-gathering to facilitate informed decision-making and preventive action
- Root cause analysis (RCA) to eliminate recurring issues
- Technical debt elimination and reversal
- Static code analysis of applications to derive actionable insights and bring down maintenance costs
- Business KPIs notification
- Monitoring and housekeeping
- Performance testing