Application Maintenance Service

What is AMS?

The AMS (Application Maintenance Service) is essential for keeping a company’s software assets efficient, secure, and always up to date. In a complex and ever-evolving technological landscape, AMS optimizes maintenance costs, reduces operational risks, and improves application quality.

With AMS, your applications remain performant and aligned with your business goals.

We ensure security, operational continuity, and tangible results while minimizing disruptions.

Neperia Group is a trusted partner in IT Production Support.

We offer monitoring, corrective and evolutionary maintenance services, employing our proprietary Quality Monitoring Service methodology to guarantee stability and governance of IT applications. We enhance performance and stability while providing strategic and transparent support tailored to client needs, with constant attention to detail.

1°

Level

First-Line Support:

We perform monitoring activities and resolve low-complexity issues, ensuring the immediate restoration of business-critical functions. Thanks to an effective knowledge-sharing process on functional workflows, the team is able to support users in the correct use of the applications covered by the Service.

2°

Level

Functional Support & Optimization:

We handle the analysis and resolution of medium-complexity issues, optimizing application processes to ensure greater operational efficiency. By improving existing functionalities and providing continuous user support, we guarantee optimal use of applications, contributing to the evolution of systems aligned with business needs.

3°

Level

Change Management & Development:

By optimizing code or developing new technical solutions to align IT processes with business needs, our highly specialized team works to improve the quality, reliability, and functionality of applications—keeping them cutting-edge and adaptable to the changing demands of the market and users.

The third level focuses on three main activities:

CORRECTIVE MAINTENANCE

Implementation of solutions to fix recurring anomalies present in the software currently in use (AS-IS).

EVOLUTIONARY MAINTENANCE

Introduction of solutions aimed at making the existing software more stable and performant.

NEW MODULE DEVELOPMENT

Implementation of additional functionalities to the AS-IS software to meet new business requirements.

Quality Monitoring Service

Signed by Neperia Group

The Quality Monitoring Service is an Application Maintenance model based on ITIL processes and reinforced by a methodological approach guided by Neperia Group’s core values.

According to this methodology, the focus of the workgroups is to build a trusting relationship with the client, founded on transparent communication and active involvement—for example, in prioritizing issues and pipeline activities.

These results are achieved by allocating dedicated resources to Application Maintenance activities, who, through continuous and lasting collaboration, cultivate an empathetic relationship that generates trust—the foundation for achieving high-quality standards.

ITIL

INCIDENT MANAGEMENT

Management of IT anomalies through a tracking system that enables accurate measurement of SLAs and KPIs, allowing continuous monitoring and improvement of IT service performance.

NEPERIA GROUP’S ADDED VALUE

Compliance with SLAs and KPIs is the foundation for building a trusting relationship with the client. A reliable and consistent workgroup operates with the goal of minimizing backlog and reducing downtime windows to a minimum.

ITIL

PROBLEM MANAGEMENT

Clustering of recurring anomalies aimed at investigating the origin and causes of incidents and defining solutions to the problems.

NEPERIA GROUP’S ADDED VALUE

The presence of recurring anomalies can undermine business trust in the IT department. Acting transparently with clients to understand and resolve recurring errors allows for a reevaluation path of the IT asset’s value.

ITIL

KNOWLEDGE MANAGEMENT

Documentation of anomalies and related workarounds by analyzing, managing, and sharing IT processes useful for monitoring application services.

NEPERIA GROUP’S ADDED VALUE

In-depth knowledge of applications enables process optimization and helps clients save time and resources.

ITIL

CHANGE MANAGEMENT

A process aimed at controlling the lifecycle of evolutionary activities to ensure that changes are implemented safely, minimizing risks and impacts on services.

NEPERIA GROUP’S ADDED VALUE

By acting transparently and in full synergy with the client, we promote innovation of the client’s software assets.

How do we accelerate and qualify AM handover phases?

Through our Software Intelligence Suite and its knowledge recovery service, which is essential for the takeover of Application Maintenance and for speeding up day-to-day software management.

During the AM Handover phase, the use of our Suite allows us to:

1.

Thoroughly document the application under service.

2.

Properly size and allocate the workgroup based on the number of core processes within the applications covered by the service.

3.

Identify the modules with higher complexity.

In the subsequent management and maintenance phase, thanks to automation and the integration of key technical data, the Software Intelligence Suite enables:

1.

Proper sizing and allocation of the workgroup based on the number of core processes within the applications.