| Goldstone has perfected its methodology for the gradual
transfer of duties from customer’s in-house maintenance team to our offshore team.
While there are variations depending on the nature of the application and the scope of the
project, in most maintenance projects our four-phased approach has proven to be the most
effective. The process begins with our offshore attending to non-vital tasks and gradually
reaches the level where our team will assume complete responsibility for systems
management and upkeep. Goldstone’s proven methodologies help breaking down the
maintenance process into systematic levels, and sets goals accordingly for maintaining
agreed service levels. This process is
accomplished in four phases:
P h a s e I
Select team based
upon the execution platform, operating systems, software environment, business
environment, databases, etc.
Obtain thorough
understanding of the business domain and a complete understanding of the application
implementation
Configure the right
maintenance model along with a gradual knowledge transfer to the offshore maintenance team
P h a s e II
Stabilize
infrastructure and the support processes
Obtain thorough
understanding of the scope and complexity of technical and business issues
Distribute work
between client and offshore maintenance teams
Provide training in
the areas required to the maintenance team under the guidance of the onsite team
Schedule workload and
system analysis
P h a s e III
Acquire complete
knowledge of application execution environment, operational knowledge, business logic and
structural/design knowledge
Offshore maintenance
team to perform most change request activities on its own, including help desk calls
Client team to retain
highly critical activities like change prioritization and version control
P h a s e IV
Provide steady state
support
Assume entire
maintenance operation, from versioning and end-user support, to help desk activities
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