Leading US based Healthcare Company

CHALLENGES

The project had Some Antiquated technologies and deployment practices. The operating systems and platforms were also obsolete
One of the major concerns was a lack of both general and coding specific best practices which had to be rectified for the smooth navigation through client requirements.
Lack of adequate documentation for reference was also one of the challenges since the information was scattered across various resources.

Solution

Implemented a 24/7 Support model across support areas including: Application Maintenance Services included activities associated with fixing defects and issues in applications, as well as developing small enhancements for the applications

• Evaluating and prioritizing the problem log and seeking approvals to proceed from the Client IT Leadership Team and Developed approved functional enhancements (new features, interfaces, databases, etc.)
• Developing reports as requested by the Business Community using native applications or third-party reporting tools
• Implementing and testing commercial off-the-shelf (COTS) applications and upgrades
• Implementation of application installs, including support of upgrade activities and patch installation per the lifecycle activities
• Ensuring that all changes conform to change control procedures and Release packaging for all releases
• Emergency and Corrective Maintenance, creating a problem log, resolving those problems, and eliminating them in the future constitute Preventive Maintenance.
• Release Management and Packaging
• Small enhancements for feature additions and as part of the problem management as approved by the Client
• Testing any third-party upgrades or changes

BENEFITS

To deliver quick and efficiency improvements we optimized our support by analyzing the application landscape a d conducted a root cause analysis. We proposed a clear and consistent approach to applications management.
Decrease in Issues/Tickets and thereby freed up expensive IT resources allowing them to work on more strategic application initiatives
Support was handled 24/7 with the latest sophisticated tools and technology and strong collaboration between L1, L2, and L3 support levels
Better scalability due to flexible and adaptable support team and Improved streamlined support processes according to ITIL, in turn resulted in Increased customer satisfaction level due to proactive approach to support