MAINTENANCE & SUPPORT METHODOLOGY

Perhaps the most important step in a maintenance and support relationship is a smooth transition. The transition methodology at Evoke gradually shifts maintenance responsibilities from your team to our team. This seamless and gradual shift is accomplished in clearly defined phases.

Phase I:

Evoke selects a team, execution platform, operating systems, software environment, databases etc. Evoke then deploys an on-site business manager (OBM) to obtain a through understanding of the business domain and the application. The OBM subsequently configures the right maintenance model along with a gradual knowledge transfer to the offshore maintenance team.

Phase II:

Evoke develops and establishes the support process and stabilizes the infrastructure, while obtaining a through understanding of the scope and complexity of technical and business issues. The OBM works with the client’s team and develops a plan to distribute work between client and offshore maintenance teams. The OBM is also responsible for developing a training module to transfer knowledge of the application to the offsite team under the guidance of the onsite team. The end of this phase is realized when the offsite team has acquired complete knowledge of application execution environment, operational knowledge, business logic and structural/design knowledge.

Phase III:

Evoke offshore maintenance team at this point in time gears up to perform most change requests activities on its own, including help desk calls. The client team retains highly critical activities like change prioritization and version control. The OBM continues to work from the client site, till the client feels confident about Evokes’ policies and procedures in supporting and maintaining its’ application.