AMS catalogue of basic services

Our AMS Catalogue of services is represented in the below figure and is divided into seven main Services:

  1. Governance / Piloting
  2. Functional & Technical Support (Levels 1, 2 and 3)
  3. Corrective & Preventive Maintenance
  4. Evolutionary Maintenance (enhancements & projects based on Release Management )
  5. Infrastructure
  6. Quality Management & Control
  7. Security Compliance Management & Control

 

The management of our AMS Services is based on the Information Technology Infrastructure Library (ITIL) Concepts and Practices.

 

 

Delivery Models

Some large operations of application outsourcing imply management of several dozens, even hundreds of applications. The proposed delivery model can vary according to the typology of the applications and the associated AMS services.

Various types of AMS delivery models can be implemented, for example:

  1. Localized Delivery Model” where all the services are delivered on customer site and all teams are localized on-site.
  2. Front Office / Back Office Delivery Model”  where delivered services are divided between Front Office (FO) and Back Office (BO)
  3. Highly delocalized delivery model”, where most of the services (with the exception of the governance) are delivered from a distance (UNILOG site).

The choice of the localization can be made by taking into account two criteria:

  • the need of interaction with the Customer,
  • the complexity or the risk met

The below figure illustrates the difference between the different delivery models regarding these two criteria:

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