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Support and Maintenance do not have to mean compromise in technical excellence and thought leadership.
As the role of technology in business changes from business enabler to business transformer, the range and complexity of systems and the dependence on them will only increase. Today’s IT organizations must address the need for stability, performance and functionality across an ever-increasing range of legacy, hosted and proprietary systems – and to do so in a way that unlocks system potential without additional cost burdens.
Today’s support challenges demand new models that are not based on resource numbers alone. Teams now need to have a deep understanding of the business, of the ERPs and packaged solutions in play, of ITIL® and Agile processes, and of the industry best practices. They also require a deeper level of integration with the ASM & Infrastructure, Development, and Testing teams.
Support requirements at this level are as much about increasing productivity as they are about maintaining/improving the quality of services. While classic SLA models track request-to-resolution metrics, they no longer provide enough actionable value to organizations. Next generation support is moving toward integrated development-test-support KPI environments designed to both track and improve results simultaneously.
With a dedicated Support & Maintenance department, EPAM has significant and direct experience in the support and maintenance of complex applications, platforms, and solutions - both 3rd party and those developed by EPAM.
Our experience has taught us that, to be successful, a support program must:
Throughout the entire application life-cycle we provide a range of services including:
EPAM’s engineering talent pool from Russia, Ukraine, Belarus, Poland, and Hungary leverage the intellectual, cultural, and multilingual capabilities of the CEE region.
ITIL® is a registered trade mark of AXELOS Limited
As an experienced outsourcing services “consumer”, the Company is continually looking for more effective ways to enhance the transparency, flexibility and resiliency of their IT operations. With a strategic view to the relationship, EPAM established a dedicated Center of Excellence (CoE) with the Company to develop and refine a Managed Delivery Model for them that would maximize innovation and further streamline the development processes being used there.
Support of FIX applications and solutions is no longer secondary when you strive to keep your FIX-related TCO as low as possible. The white paper below describes EPAM’s approach to all-inclusive product operation focused on 3-level maintenance as its integral part.
EPAM Service Portal fully covers ITIL® processes such as incident, service calls, problem and quality management. What’s more, ESP is used for servicing both internal and external users of EPAM’s systems. The portal offers EPAM’s customers unique service catalogues, customised design and flexible access rights.