We live with the incident and with the need for support to such an extent, which have become normal. It is sad, but it is so. Big mistake. In addition, the requirement of organizations to reduce costs by generating efficiencies makes these services harmed. The reduction of AMS costs (Application Management Services) derives that suppliers increasingly reduce the qualification of the assigned consultants, so the number of incidents is increased, the poor resolution of errors causing more than those that are fixed and the need for the business areas to be explained, recurringly, the same requirements to consultants too junior to be able to understand them.
Beyond the need for expert resources that are able to identify and solve the incidents and support needs that occur in the day -to -day life of the computer systems of an organization, I sincerely believe that we have lost sight of what is the true meaning of an AMS. If we applied the appropriate philosophy, the efficiencies that are constantly demanded in the AMS would produce themselves. But for this you have to take some measures.
The true meaning of an AMS is that an AMS is not necessary
From my knowledge, I am convinced that the true meaning and ultimate end of an AMS is not to solve incidents and give supports (which, without a doubt, is “mandatory” to do it and do it well) but that there are no incidents and that users are independent enough to solve their doubts and needs by themselves.
In short, the true meaning of an AMS is that an AMS is not necessary. And this paradox is resolved taking into consideration a series of points without which this statement can never become a reality:
- It is necessary that the projects that are transferred to the AMS are in a position to be transferred. This is the main focus of incidents.
- It is necessary that every incident has a serious root cause analysis and that, where appropriate, a solution that eliminates the incident.
- It is necessary to devote part of the evolutionary budget to the implementation of solutions cause root.
- It is necessary to have a set of reports that allow analyzing which are the main sources of incident entry and supports (module, dates, users, …) to promote substantive solutions.
- It is necessary to apply technological innovation to the transformation of AMS and not only to the transformation of systems (RPAS, AI, process mining, etc.).
Let’s analyze the situation of our services and reflect on which of these measures we are taking into consideration. Probably the answer is, few or none. What are you waiting for to rethink your AMS?
By Javier MartÃnez Llaguno, Partner – Managing Director of Avvale
