Application Support and Maintenance (ASM) is an RTB spend that has increased over time. Primarily, this is because ASM has become an important, recurring revenue stream for IT Vendors, who are therefore less inclined to help the CIO radically lower this spend. Therefore, the very contract that defines and protects this predictable revenue for IT vendors, tends to limit cost savings for the CIO. While other IT Vendors are motivated to keep growing their ASM engagement, it is important to proactively try to kill it by adopting cost reduction approaches.

1. Copyright © 2014 HCL Technologies Limited | www.hcltech.com
Application Maintenance and
Support in Healthcare
Transforming to Managed Services leads to Reduction in
Operational Costs

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Business demands: function change in Service Performance and Underlying Delivery Model
Need of the Hour:
 Single Reporting Console
 Management of Risk
 No Service Disruption
 Consistency amongst Processes
 Leveraging Technology Innovations towards creating for the Future

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Well Integrated and Lean Application Maintenance and Support Approach Adopted
>99.5%
System Availability
achieved
100%
Response SLA
Compliance achieved
>7%
% Value Creation of
Revenue
145+
Value Creation
Ideas
Fast Facts-Triage TEAM Fast Facts - VC% Fast Facts - VC%
100%
Ownership of cases*
MONTHLY
Review of OLA/SLA
with respect to other
vendors
*inclusive of 3rd party/other vendor support requirement
95+%
Reduction SLA
Compliance
98+%
KEDB Compliance
Fast Facts-ASM Metric
15+%
Incident Reduction
100%
Mandatory Trainings
Compliance
27%
TCO Reduction
Fast Facts-TCO Reduction

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Benefits Delivered
The services that are being provided by HCL have been on the lines of scalability, flexibility & effectiveness, with
clear understanding of Customer’s business and application landscape
1. End-to-end ownership with predictable and quality service delivery
2. Delivery Risks and responsibility completely owned by HCL
3. Improved Service Levels & System availability
4. Optimized resource utilization
5. Increased Focus on Value creation and Innovation
6. Process & Tools standardization across all Geographies
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