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Application Maintenance and Support

Application maintenance and support services enable customers to concentrate on their core competencies while preserving control over their IT.

SAIC India outsources application support for our customers, maintaining all or part of an application portfolio and automating back-office and front-office operations.

We provide problem resolution, operations support, adaptive and perfective maintenance, regulatory changes, minor functional enhancements, ad hoc user support, and database administration.

Continuous Improvement

Our application support planning process proceeds through the following steps:

Define the scope of the application portfolio
Define the services and service-level agreements for the application portfolio
Establish meaningful and quantitative measurements to report and measure success
Identify specific tools and technologies for service management, reporting, and continuous improvement

Once application support has been transitioned, we perform and continually improve:

Maintenance and support
Standards and governance compliance
Innovation and collaboration

We measure our success through a close relationship with our customers and rigorous tracking of performance metrics established by agreed-upon service-level agreements.

Maintenance and Support

SAIC India uses well-defined processes to maintain and support even the most complex systems and infrastructures. We track and manage incidents and issues through to resolution to help ensure that we correctly and completely carry out all necessary actions.

Support Process

At each stage of our support process, we follow clear procedures to comprehensively address and resolve incidents, problems, changes, and configuration updates.

Support Process
Incident Management	Change Management
Restore service as quickly as possible Minimize impact on business operations Base response on agreed service levels Contact customers early and follow up appropriately	Use repeatable processes to institute changes Make changes quickly and accurately Protect services when making changes Deliver process efficiency and effectiveness
Problem Management	Configuration Management
Respond to incidents Proactively analyze root causes Minimize errors in the environment Prevent recurrences of incidents	Control IT assets Support the delivery of quality IT services Provide economic services Support, integration, and process interface

We use a variety of industry-standard and proven tools and technologies to provide leading-edge maintenance and support.

Tools and Technology
Area	Tool and Technology Options
Service management Incident management Problem management Service requests Change management	Ticketing management system Remedy® Vantive Other (provided by customer)
Configuration management Source code control Release management Definitive software library Application scripting and deployment	Configuration management database Remedy Team foundation server Visual source safe Case wise Project version control system
Knowledge management Continual improvement	SharePoint® Ticketing Management System
Quality control and test management	Mercury
Service level and key performance indicator reporting	SAIC portal application Other (provided by customer)
Application monitoring	Big Brother® Host monitor Other (provided by customer)

Standards and Governance Compliance

SAIC India helps customers comply with the latest industry standards and relevant policies, laws, regulation, and other governance.

We can provide and help interpret standards and guidance during application development and enhancement. We also help identify and correct compliance issues in existing applications and keep abreast of industry and legal development to maintain visibility of impending changes.

Our standards compliance services:

Application coding standards and guidelines
Architecture standards and guidelines
Management of change plans
End-user communication plans
Service request and incident routing procedure
Standard outage windows
Presentation-layer standards and style sheets
Documentation of templates and guidelines
Standard processes and forms
Escalation plans and procedures
Formal handover-to-operate procedures

We provide a similar breadth of solutions for governance, including the following:

New application vetting and signoff
Project-based code reviews
Process assurance
Change-based quality control
End-to-end quality assurance
Publication updating
Random service and application auditing
Development and operations integrated project teams

Innovation and Collaboration

We continually strive to improve our processes and procedures for application maintenance and support.

We uncover improvement opportunities through active monitoring and analysis of our operations, attention to user experiences, and root-cause analysis.

New Solutions

We also leverage the power of communities of practice, technological innovations, and wide collaboration across industries to create new solutions and apply them to achieve customer success.

Contact Us Today

Have a question? Want more information? Contact SAIC India for a quick response.

Big Brother is a registered trademark of Quest Software, Inc. in the United States and/or other countries.
SharePoint is a registered trademark of Microsoft Corporation in the United States and/or other countries.
Remedy is a registered trademark of BMC Software, Inc., is registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries.