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Tavant helps you standardize your existing processes and methodologies to deliver quality and reliable services uniformly and repeatedly.
We follow a systematic methodology called T3 -- Tavant Transition and Transformation -- for application maintenance services (AMS). Our AMS practice spans applications developed by us as well as those that were transitioned to us for maintenance.
Tavant's goal is to build a consistent AMS practice, which would standardize the methodology and processes. This is required to deliver quality and reliable services uniformly and repeatedly.
The diagram below gives a brief insight into the Lifecycle of AMS projects in Tavant Technologies:
Life Cycle of AMS projects - Transition
The Transition phase is the make-or-break phase of AMS projects. It involves the transfer of in-scope activities from current customer delivery organization structure to the new shared model of delivery, without impacting the customer business. It involves a lot of knowledge transfer and application transition, setting up infrastructure/connectivity for the customer as well as Tavant. Usually 20-30% of the offshore delivery team travel to customer location for 2-3 months for the knowledge transfer process. This is also an expensive phase involving customer and Tavant teams working in parallel and onsite travel expenses as well as infrastructure/connectivity issues. All major challenges and risks faced during the Transition phase can be overcome by following the T 3 processes and proper planning.
Contract Engagement Phase:
This phase will be executed mainly by the customer facing team of Tavant and it involves several stages such as:
> Selling Offshore Delivery, Frontline Business Development
> Due Diligence - Interview Stakeholders
> Quantitative Application Assessment
> Scope Definition &Vision Alignment
> Contract Development
Transition Phase:
Overall Transition planning Phase:
The overall transition planning phase is the joint responsibility of the customer and Tavant and it involves several steps such as:
> Conduct application survey
> Conduct application evaluation
> Build staffing model
> Prioritize applications for Transition and create Master Transition list
> Plan for application transition schedule
> Build application transition review teams
> Identify various roles and their responsibilities during transition
> Define various Phase End Gates, i.e. deliverables and their reviews
> Plan for the necessary infrastructure and connectivity (I&C).
> All the necessary I&C must be completed latest by the midpoint of Mentored Perform Phase
The following diagram depicts the Lifecycle of the Transition phase of the AMS projects:
Application Detail Plan Phase:
The application detail plan phase is mostly the responsibility of Tavant. The customer reviews the deliverables and approval for phase completion. This phase involves several stages such as:
> Identify the type of support services required for the application
> Develop an application training plan which is to be followed in the next 2 phases
> Implement agreed to support processes
> Begin preparation and validation of infrastructure and connectivity
> Establish framework and the team to progress and monitor the transaction of the application to Tavant's remote location
> Start developing Application Information Document (AID)
> Start developing Application Support Control Plan (ASCP)
> Plan for upcoming releases site during the transition period
Knowledge Acquisition Phase:
During this phase, the performance of the Tavant team is quantifiably measured. The results during the end of the phase are compared with the goal for phase completion. E.g - Tavant team will handle 20% of the service requests individually on Week 5 of this phase. This phase involves the following stages:
> Around 30% of the Tavant project team (both US and India ) travel to customer's location for Knowledge Transfer
> Customer's staff act in a lead and guide role
> Application specific training covering application, tools, architecture/design and support processes
> AID and ASCP is updated as KT progresses
Mentored Perform Phase:
Performance of Tavant team is quantifiably measured. The results during the end of the phase are compared with the goal for phase completion. E.g. - Tavant team will handle 50% of the service request individually on Week 5 of this phase, 30 % with Customer assistance etc. Some of the key stages of this phase are:
> Around 25% of the Tavant India team return back in phases to mentor the remaining Tavant India support staff
> Customer staff will play the primary role but will delegate responsibilities to the Tavant staff
> Tavant staff is to perform activities such as application enhancement, bug fixes and assist customer staff in production support activities
> The support activities are performed at both India and the US
> All the required infrastructure and connectivity are up and running
Parallel Production Phase:
Tavant will take primary responsibility of supporting the application. However customer staff will be available to assist Tavant whenever required. Some of the key stages are:
> AID, ASCP completed and delivered to the customer
> Finalize service level agreements (SLAs), Communication plan and escalation path
> Measurement and margin goals are set for every week
> All offshore resources are in India by the second week of this phase
> Tavant starts providing program and project management activities in parallel with customer management team
Steady State:
After successful of completion of all the goals and deliverables of Parallel Phase, the application "Cuts Over" and moves to "Steady State" mode. Tavant is responsible for all the Development & Maintenance needs of the application. Customer Management team will help, monitor and review the status on a periodic basis. Some of the stages of this phase are:
> Tavant will be responsible for the Project-Program management
> This phase involves a mix of Tavant and Customer resources
> Tavant may not support some of the functions like Deployment, Production environment, DBA activities etc.
> This phase involves the following
> Workflow management - Service request management system
> Release management
> Production support - Level I & II
> Metrics and Quantitative process management and reporting
> SLA adherence and helpdesk
> Continuous process improvement (Transformation)
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