Arrk | Enterprise application

Arrk has a proven methodology for Application Management Transition that developed in three tiers depending on the scale and risk profile of the transition.

Enterprise

Complete change programme management of outsourcing, offshore relocation and Customer organisational change in close partnership with the Customer.

Formal

Sequential transition through transition phases;

• Service design and transition planning
• Due diligence
• Knowledge acquisition
• Shadow
• Responsibility transfer
• Reverse shadow
• Offshore steady state

Fast-Track

Our fast-track method for offshore relocation is suitable for lower risk transitions.

Service design

The Service Design describes the target application support and maintenance delivery model and essentially describes how the ‘steady-state’ service will be delivered:

• Organisation design: the proposed team structure, team location (onsite/offshore) and roles.
• Processes: the end-to-end support process model including processes for incident management, problem management, change management and service management. The interfaces between end-users, service desk, Arrk and Customer resolver groups and third-party vendors are mapped by scenario and hours of service.
• Infrastructure and security: the proposed connectivity solution; tools for incident management, administration and monitoring; security requirements and the implementation model.
• Service measures: the Key Performance Indicators which will be used to measure the service performance including how the data will be collected, analysed and reported.

Service transition plan

The Service Transition Plan describes the transition to the new onsite/offsite/offshore application support and maintenance model described in the Service Design. The plan typically moves through standard phases with several work-streams such as;

• Knowledge acquisition: planning and executing the acquisition and ongoing management of Customer specific domain and technical knowledge by Arrk people. Selection of appropriate methods such as on the job learning, document review, classroom training, shadow, reverse-shadow etc.
• Change and risk management: execution of a change management plan including communication, Customer staff training, cultural familiarisation, virtual team building, management of transition risks.
• Process synchronisation: syncronisation of Customer and Arrk processes to the target process model defined in the service plan.
• Technology/infrastructure set-up: deploying the technical infrastructure required to support integrated onshore/offshore services including, development and collaboration tools, shared server and system resources, networking and security implications.
• People and resourcing: resourcing the team structure roles onsite/offsite/offshore in each phase.