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Managed Application Support Services Methodology

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Phase One: Discover

Understanding your requirement is key for your project’s outcome. Failing to do this can lead to unforeseen issues during or after implementation. To avoid this, it is best to carefully review business requirements, add resources to the plan, create a structure for the proposed environment and host project calls regularly.

This is the first and the most critical stage where we focus on understanding your processes to plan staged handover of systems, and responsibilities to team e-Zest. This plan involves preparing detailed Service Level Agreements and ensures stakeholders understand goals and service expectations.

Application Planning

Gaining full knowledge on existing IT portfolios and systems and at the same time planning for the future of application portfolio requires extensive expertise and clear strategic thinking.

e-Zest is committed to deliver you maximum return on your business applications investments. Our experienced consultants will assist you in the following areas:

  • Application portfolio review
  • Strategic planning
  • Infrastructure planning
  • Feasibility studies
  • Information Technology planning
  • Business Continuity Planning
  • Operational planning
Benchmark - Systems, Processes, People

To form a baseline for future improvements, it is important to benchmark existing systems, processes and people that impact application performance. This is done by assessing reliability and stability of systems by reviewing logs of incidents and problems.

Our experienced consultants will assist you in the following areas:

  • Identify all systems within scope. Prepare list of applications, number of users, reach and infrastructure platforms
  • Determine maturity level of systems and strategic direction
  • Standard Benchmark Test to ascertain the capacity and performance of the existing system
  • Gain a clear understanding of the current state of the IT systems (e.g. response times)
  • Document existing applications, performance targets and existing issues
Phase Two: Handover

Once the scope is understood, we define the handover or transition process to ensure smooth implementation. This involves accepting handover of all systems, processes and responsibilities formally, Disaster Recovery Plan and ensures stakeholders understand goals and service expectations as agreed.

  • Defining SLAs
In the transition phase, we place at most importance for understanding the client's environment and maintain the agreed terms to define the SLAs that are tailor made.

We follow a SLA driven application support and maintenance model to ensure a high performance platform for operating and managing your business applications.

  • Business Continuity Plan
This is a transition phase where defining and preparing business continuity is an important part of the handover process. The purpose of this is to minimize downtime and business interruption by following best practices during transition.

  • Security Assurance
Security is a very important part of business data and almost all business applications. It is important to protect your assets and data to achieve regulatory compliance and reduce costs of downtime. We do this by carrying out:

  • Baseline security scanning to detect security holes
  • Remote monitoring of antivirus and backup verification
Phase Three: Implementation

Setting up a brand new application support and maintenance system can be a time consuming process and a highly complex one as it involves complying to various regulatons. A seasoned implementation team can easily alleviate those pain points. We deliver full applications services as defined in the Service Level Agreement and carry out the implementation phase with the following objectives:

  • Deliver services and focus on stability across the application spectrum to reach a steady state of operational efficiency
  • Manage issues, risks and operational performance
  • Define, monitor and report Key Performance Indicators
The services that we offer under managed application support are as below:

  1. Application development and testing
  2. Performance Monitoring and reporting
  3. Preventive Maintenance
Phase Four: Transform

We focus on not just maintaining your applications but also transforming your business-critical applications to meet changing business needs. We identify and implement new technologies that bring business value and drive process improvements.

We offer you the following innovative solutions:

  • Identify system and process improvements (e.g. functionality, capacity and performance)
  • Action enhancements to deliver improvements
  • Streamline business processes
  • Research, synthesize and suggest innovative ways to improve current IT services
  1. DevOps

    We enable your applications that can be accessed by a unified delivery team across agile development, infrastructure and operations. This can transform your organization by leaps and bounds.

  2. Business Process Reengineering

    We provide a methodology to extend the application portfolio by increasing usability and value of the applications. e-Zest ‘Center of Excellence’ for Legacy Modernization possesses expertise in executing projects and applications on a variety of legacy platforms.

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© 2025 e-Zest Solutions
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e-Zest is a leading digital innovation partner for enterprises and technology companies that utilizes emerging technologies for creating engaging customers experiences. Being a customer-focused and technology-driven company, it always helps clients in crafting holistic business value for their software development efforts. It offers software development and consulting services for cloud computing, enterprise mobility, big data and analytics, user experience and digital commerce.