Even if companies do not choose to hire expensive development resource for application support and management, this can still lead to uncontrolled spend, with organisations having no choice but to spend uncapped amounts on resource to upgrade or patch existing applications. BSG views this service differently and is willing, as with all its other managed services, to offer this service to our clients for a monthly cost. Depending on the needs of the client, this monthly cost can include:

• Application support for the end-user - including new installations, user security, database access
• Application support at the server level - including environment management, data source management, object configuration
• Application support at product level - including version control, service pack installations, package build
• Data back-up and restore functionality

Each of the elements chosen will be clearly defined for the application in question, with the monthly cost usually broken down in terms of the man days it is anticipated that BSG will spend on each item. This helps the client to plan for any additional resource requirements which can then be programmed in for additional development or one off tasks.

The agreement of performance levels for IT within an organisation, acts as a focus both for the client and BSG, in terms of what is realistically needed and what can be expected from the technology in question. Consequently, BSG provides its clients with a range of SLA's. These can vary depending on the item covered or the location at which the item is deployed. They offer service during normal business hours or on a 24x7 basis depending on how critical the equipment is to the client. More importantly, all this can be provided under one contract which in addition, caters for pro-rata additions and deletions as the business changes, thus enabling the SLA to flex with the business needs of the client.

Too often service levels are focused on what the IT department expects to see and monitor rather than on levels which mean that the end user is satisfied. BSG aims to address this in its application management SLA, offering response and fix times on the application which will include the infrastructure on which it is running.

Having evaluated the application which BSG is required to support, BSG will agree response and fix times based on incident severity. For a high priority call, where a user cannot use an application, a typical maximum target response time is 2 hours.

Once agreed, BSG will report against these pre-defined levels on a regular basis to ensure that the client's needs are met and that this information can be put to good use in the future.

If the service provided is reliant upon a third party service provider in conjunction with BSG, BSG will manage that third party vendor removing the need for the client to add this level of management. BSG will raise issues and faults if applicable, ensure escalation to an appropriate level and generally ensure that customer satisfaction is not compromised in any way.

The Service Delivery Manager has the day to day operational responsibility for a client account. S/he will oversee the transition of a service from the current incumbent supplier to BSG, ensure that any service levels are met and also ensure that any change controls or development tasks are adequately documented and communicated. S/he will work with the account manager to develop the service further in order to meet not only current business objectives but also anticipate future needs which can then be met.

The account manager is focussed on providing a high level of customer satisfaction. S/he will ensure not only that the SLA is met but also that it remains appropriate to the business and that the overall perception of the service is positive. S/he will discuss how the elements of the service (helpdesk, user support, server support etc) work in totality and discuss what may be added or improved to the service to enhance the end user experience.

In order to effect a smooth transition over to BSG, the customer's requirement is analysed, the required client application infrastructure is defined, and the client application is then deployed to a hosted environment, in order for it to then be supported under the agreed SLA. In most cases, this will be a client application (for example JD Edwards, Exchange etc). In certain specific cases, the client application will have been developed on a bespoke basis by BSG's Solutions Division (see Application Development below) or by another third party developer. In the case of the latter, application work instructions are developed to ensure as a minimum that a failed process can be restarted.

The transition phase will be managed by one of BSG's programme management function, who, using best practice project management methodologies, will ensure that the transition is delivered on time and in budget, that change is controlled throughout the project lifecycle and that the ongoing support for any system rests on a solid operational platform.

A comprehensive change control process imposes a necessary degree of discipline on the way technology is allowed to grow and develop within an organisation. Uncontrolled changes to a firm's applications could lead to potential security issues, over-reliance on individuals and eventual inefficiency of the application. In recent months, there has also been an increasing likelihood that third party vendors will refuse to support applications where patch and upgrade management is inadequate. These issues can be avoided if each change is considered thoroughly in terms of risk and impact and executed via a clear and methodical process.

BSG will conduct administration at both the end user and the server level for each and any application it supports. Client end users will have a single point of contact in the form of the BSG Service Disk (see below) whom they can call not only for problems but also to change passwords, reset access levels, form user groups and process leavers and joiners to name but a few administrative tasks. The Helpdesk will ticket the call and ensure not only that it is escalated to a resource who can resolve the problem but also that the resolution process is complete and finalised to the user's satisfaction.

BSG is able to offer regular reporting in respect of both standard and bespoke elements of application management.

Typically, all activities are reported to the client on a monthly basis via a standardised report format, which includes statistics on (for example) application availability, network usage and availability, server availability and the number of calls logged and resolved. All will be measured and reported against agreed service levels.

In addition, should a client require services such as analysis, development or even testing, over and above its day to day support requirements, BSG, via its Technical Assurance Program, allows its clients the ability to purchase resource on a flexible basis, thus giving access to a wider skill base whilst avoiding any permanent cost for the client.

Clients have access to a range of BSG resources across the BSG delivery disciplines. These include Project Management, Business Consulting, Business Analysis, User Experience, Graphic Design and Technical Development. BSG can ensure consistent deployment of selected personnel via its permanent in-house teams and via the global development centres (Manila and Bangalore) of its offshore partner, Headstrong.

If required, BSG will also ensure that end user and server-side security is managed such as access levels, passwords, user profiles, patch updates and environment access.

Typically, the client's requirement is analysed, the solution is designed and built, deployed to a hosted environment and then supported under the agreed SLA.

BSG Atomic Solutions is expert in Microsoft .NET, DNA and J2EE development in a range of environments.