Applications Management Services: Description of Services
HP offers a full suite of applications management services for your applications that address key areas such as Services Management, Transition Management, Request Fulfillment, Availability Management, Application Enhancements, Supplier Management, Service Continuity Management, Included Services and Supplemental Services. These services have been aligned to the ITIL Version 3 Framework to ensure a consistent manner of delivery using industry best practices.
Program Governance
Establishes clear roles, responsibilities, and accountability for all organizational constituents of a program, including executive leaders and program managers.
Enterprise Program Management
Provides line of sight into the portfolio of programs and projects to enterprise leadership for decision making and oversight.
Program Management
Responsible for the management, leadership, and oversight of end-to-end program delivery, supporting program execution and its constituent projects. Program Management provides a comprehensive view of the interrelated projects.
Application Transfer
Moves client and/or contractor in-scope staff to HP, assuming application support responsibilities.
Application Migration
Moves the work transferred from client and/or contractor to the EDS multi-tiered delivery model (whether the locations are on-site, onshore, or offshore).
Organization Transformation
Changes the applications support organization to EDS multi-tiered delivery model, and begin to use EDS processes, tools, methods and metrics.
Application Functional Support
Provides responses to user-initiated functional application questions that are not resolved by the service desk.
Access Management
Processes requests to create, delete, and change user profiles from an authorized requestor and provides ongoing management of user accounts and assignment of appropriate access privileges.
Service Restoration
Involves the rapid restoration of agreed to services that result from an outage or significant degradation of performance as well the necessary permanent corrections made to the environment to prevent recurrence of the Incident stemming from the same cause.
Environment Maintenance
Consists of all application maintenance which is trigged by technical environment changes (for example, operating systems, DBMS, compiler versions, etc).
Regulatory Maintenance
Consists of all application updates which are trigged by minor governmental and mandatory regulatory changes (for example, tax updates).
Processing Support
Involves the execution of scheduled and non-scheduled tasks, or standard changes in production environment, which requires human intervention.
Performance Analysis
Involves the execution of proactive problem management supported by Root Cause Analysis, establishing solution recommendations.
Performance Improvement
Consists of application changes originated from the solution recommendations provided by Performance Analysis service and approved by Change Advisory Board.
Minor Upgrades
Consist of planning (including impact analysis), coordination, testing and implementation of patches for fixes or minor functional or technical updates on Enterprise Application packages.
Minor Enhancements
Involves the developing and implementation of minor application changes to new or existing functionality. Minor Enhancements have an estimated effort less than or equal to 40 hours.
Major Enhancements
Involves the developing and implementation of major application changes to new or existing functionality. Major Enhancements have an estimated effort greater than 40 hours.
Multi-Supplier Management
Consists of project management activities to provide operational management and coordination of other suppliers that support the client's Custom and/or Packaged Applications.
Service Continuity Planning
Responsible to build plan and procedures based on business requirements (for example, Business Impact Analysis, risk assessment).
Service Continuity Plan Testing
Executes Service Continuity Plan to verify the effectiveness and to ensure that there are sufficient details (mostly key details) to restore an IT service in the event of a disaster.
Service Continuity Plan Execution & Validation
Executes activities according to the Service Continuity Plan in the event of a disaster or any other disruption where normal restore procedures cannot be used to recover an application, to reinstate the IT service within an acceptable period for the business.
Project Management
Applies industry-standard practices to plan, execute, monitor, control, and implement applications management work, in a managed and controlled manner.
Application Database Management
Defines, analyzes, designs and implements enhancement (adding and/or removing functionalities) and fixes modifications to an application database.
Validation & Testing
Comprises a variety of practices to examine application component compliance to requirements at the unit testing, integration testing, and system testing stages of a project.
Documentation
Responsible to maintain applications and database technical/functional documentation.
Feasibility Studies
Responsible to define requirements, gather information, perform analysis, develop alternatives and make a recommendation to determine the viability of the proposed change.
Application Portfolio Health Check
Responsible to produce a high-level analysis of selected client applications and delivers high-level recommendations for improvements, resulting in cost savings for the client.
CMMI Appraisal
Responsible to conduct assessment of a software support organization process to determine an organization's process maturity as indicated by the Software Engineering Institute's Capability Maturity Model® Integration (CMMI-SM).