Application Management Services

Your ERP solution represents a significant asset to your business. Having invested time, resources and money into developing a solution that provides the backbone to your business operations, you need to ensure that your ERP solution is supported and managed to deliver and improve your business processes.

HCL AXON has been providing Application Management Services for ERP solutions to hundreds of customer for over 15 years. With over 1,500 highly skilled resource across delivery centers in India, Malaysia, Europe and the US, our Global Delivery teams offer the opportunity to build a support model with the right mix on local, near-shore and offshore resources to meet both your service delivery and budgetary challenges.

HCL AXON also provides the option of Dedicated Resource Delivery or Shared Service Delivery (or even a hybrid of both) enabling the ultimate in flexibility and cost advantages over and above pure labor arbitrage

Standard Service Features

• 24x7 Service Desk
• 24x7 System Monitoring & Alerting
• Technical Systems Management and performance optimization
• Level 2 and Level 3 Application Support for all major ERP platforms
  • SAP, Oracle, Siebel, JD Edwards, MFG Pro, Microsoft Dynamics
• Global ERP Triage facility providing low cost 24x7 application support
• ITIL v3 / ISO20000 Process Model
• Global ITIL v3 based SaaS Remedy Solution with user self service
• On Line Real Time service reporting dashboard
• Proven ASSeT Transition Methodology for low risk service take on
• Highly experienced and ERP literate Service Delivery Managers locally and offshore

Additional Services

• Multi Lingual Service provision (Americas, Europe and Asia Pacific)
Platform as a Service – managed cloud based ERP architecture
• End User Computing Support (Mail, Messaging, Desktop)
• Tools and accelerators to assist with:
  • Application Portfolio Optimization
  • Technical Change Management
  • Code Quality Management / Due Diligence
  • Automated Test Management

Although the HCL AXON Application Management delivery model is underpinned by the kind of process rigor that you would expect from one of the leading Global outsource service providers, our commercial models remain flexible and innovative. Designed based on practical customer experience our commercial models are predictable and flexible:

• Fixed price outcome based managed service with guaranteed cost reductions
• Business As UNusual - Benefits linked Managed Services where business improvement projects are linked to measurable business benefits
• Utility pricing including cost per user, per ticket, per SAP instance or per interface, enabling true scalability and the ability to recharge services back to the business
• Pay-as-you-use delivery – our staff record actual time spent at a granular level against every ticket, giving you full transparency and control of costs and the ability to cap, pre-approve or redirect effort as you see fit.
• Innovative embedded Software as a Service – HCL AXON is able to integrate some of the leading Service Management tools into our services without the capital cost associated with implementation. Working with market leading software providers, we have negotiated rental and per transaction licensing models on leading monitoring and management toolsets to reduce the barrier to entry for truly world class service delivery.

Business As UNusual – Creating the link between business performance and technology management