Outsourcing maintenance of custom software

The need

Custom applications implement critical business processes in many large companies and public institutions. They run there reliably for years and are more or less the backbone of electronic data processing. They are generally maintained by internal IT staff specialized in each application,
This separation of tasks grows historically, since development also takes place internally. Furthermore, the knowledge necessary for key systems in the enterprise is built up and bound there. Thus to date it is not common to outsource the maintenance of custom software to a service provider.

With Application Maintenance Services, AMS for short, Consist ITU, along with their proprietary company Consist Software Solutions GmbH, are offering a new service concept. This form of selective IT outsourcing is an alternative to internal maintenance of custom software, and offers significant savings potentials.

The AMS service modules

The service is based on standardized modules with defined functions, processes, qualities, and princing. The overall individual service is completed with optional add-on services.
A distinction is drawn between the following AMS service components, which are embedded in defined service processes:

AMS service modules

Depending on the maintenance requirements of your application, the individual AMS service modules can be structured as follows:
Service Desk:
The Service Desk includes second-level support and represents the interface to first-level support. At the Service Desk, all requests and issues are registered, analyzed, prioritized, and further processed. A ticket system provides an overview at any time on the number and processing status of requests.
Basic Maintenance:
Basic Maintenance includes the maintenance of functionality of applications. Besides day-to-day user support, errors are corrected (bug fixing) and small adjustments made. Accompanying documentation is also provided.
Extended Maintenance (optional):
Extended maintenance includes major functional changes or additional projects for your applications. It can be individually defined how big a change must be to fall under the Extended Maintenance module. For implementation, based on high level specification provided by the customers, detailed system specifications and estimates are prepared.
System Management (optional):
System management includes the management and administration of the system environment, like implementations, configuration management, software distribution, and support for system software, database administration and operation, and system monitoring and tuning.
Service and quality management:
The accompanying services Service and Quality Management ensure the continuous transparency and control of the maintenance process.
The responsible service manager, as head of the AMS team, conducts regular service discussions with the customer, prepares service reviews, and plans the exact scope of service. Quality Management controls the service processes, monitors security standards, and ensures adherence to the defined service level.