The Client

An international company in the financial sector, using several key business applications developed by different technology teams. The systems supported, among others, sales, operational, and reporting processes, as well as integrations with external partners.

The challenge

TThe key problem was a growing number of applications requiring ongoing maintenance.
Knowledge of the systems was spread across employees, external vendors, and project teams.

The client needed:

• continuity of application support,
• faster ticket resolution times,
• a structured knowledge transfer process,
• reduced dependency on individual specialists,
• a predictable cost model for system maintenance.

The solution

GS Services launched an Application Management service, taking over responsibility for maintaining the designated application portfolio.

The process began with a transition phase, including system analysis, knowledge documentation, process takeover, and preparation of the operating model.

The scope of Managed Services included:

• handling application tickets under an L2 and L3 model,
• analyzing and resolving incidents,
• problem management,
• implementing minor changes and enhancements,
• maintaining technical and operational documentation,
• monitoring service quality and SLA reporting,
• knowledge management and an onboarding process for new team members.

The conclusions

• Reduced dependency on individual experts,
• A standardized application support model,
• Better control over priorities and the ticket queue,
• Continuity of competencies,
• A predictable model for managing application maintenance.