Application Managed Services (AMS)

Surtel is a trusted provider of Application Managed Services (AMS) solutions.

Our services help you get the best out of your existing IT applications. Your enterprise may be challenged by supporting a multitude of applications. We can streamline your application management processes for maximum efficiency and control. We ensure that our services evolve with your business, reduce system downtime and help you focus on strategic initiatives by minimizing the time spent on routine activities.

Our suite of AMS services includes:

  • 24x7 Application Support
  • Application Enhancement Management
  • Upgrades of Application Platforms
  • Application Database Migration
  • Database Administration

Some of the key features of our Managed & Support services models are:

  • Continuous service improvement
  • High productivity gains
  • Improve application stability and performance
  • SLA based
  • Reduced system downtime
  • Increased freedom to concentrate on strategic initiatives

Key Competitive Differentiators

Surtel believes we possess some key competitive differentiators in the AMS arena as follows:

  • Operational Excellence  
  • Business Process Knowledge 
  • Cost-Effectiveness 
  • Proactive Monitoring
  • Flexibility
  • Innovation and Continuous Improvement  

Our operational excellence approach excels in:

  • Assigning accountability for oversight and improvements in Incident, Problem, Event, Knowledge and Change Management
  • Attainment and proper reporting of SLAs
  • Addressing end-user needs
  • Optimization of the system and processes
  • Oversight of continuous improvement and delivery
  • Promoting industry best practices

Our extensive process knowledge enables us to: 

  • Quickly understand and effectively communicate on incidents and problems as they occur
  • Assess system usage and proactively determine where improvements and optimization can be accomplished
  • Improve the quality of the remediation that we apply for incidents and problems
  • Maximize the quality of the design and development of enhancements
  • Determine the correct solution to improve customer satisfaction
  • Optimize the AMS staffing model cost-effectively

We provide a cost-effective solution by: 

  • Offering flexible and scalable options based on the needs of our clients
  • Being ITIL-focused and staffing based on ITSM principles
  • Our ability to develop specific domain capabilities that are beneficial to our clients and enhance our service support and delivery capabilities

Our proactive monitoring solution features: 

  • Improvement of the overall quality of both support and services by identifying potential issues before they are reported
  • Providing a 24x7 front line support for internal IT and business
  • 24x7x365 availability which improves the overall quality of the support
  • Less downtime as a result of proactive monitoring
  • Better application matrix for performance management

Our innovation and continual improvement approach features:

  • Providing creative solutions for existing and unique IT problems
  • Continuous Improvement based on the ITIL toolset and processes to ultimately build a more mature set of processes and support management
  • Leveraging the latest IT tools and technologies to provide the most effective and efficient solutions