MANAGED APPLICATION SERVICES

Suite of services

Offered in an all-included formula or à la carte, CGI’s suite of managed application services is comprised of four areas: 1) service planning and monitoring, 2) service management and support, 3) service delivery, and 4) contract administration.

Service planning and monitoring

CGI enhances our clients’ business effectiveness by fully participating in and providing input into their annual and long-term IT planning processes, as well as their enterprise architecture and roadmap evolution. Our focus in this area is to promote strong relationships built on a collaborative review of market trends, a comprehensive application portfolio assessment, a well defined service and project program planning, and mutually agreed upon strategic and annual plans. Supporting a client’s business objectives in this way enables CGI to maximize our clients’ investments in the evolution of their application portfolio and their project work program, producing stronger business outcomes for the client. The following activities are representative of our collaborative support:

• Support client’s multi-year strategic planning with the following:
• Market trend reviews;
• IT opportunity identification;
• Assessment of application portfolio and evolution requirements;
• Enterprise architecture roadmap reviews; and
• IS spending forecasts.

 

• Provide annual IT planning assistance based on business/IT priorities and constraints, including the following:
• Annual project program and enterprise architecture roadmap updates;
• Annual application evolution program development;
• Service capacity and performance objectives definition;
• High level estimates for new projects; and
• IS budget reviews.

 

• Develop mutually agreed upon integrated annual work programs that include the following:
• Application service capacity and service levels;
• Application work program, release calendar and a list of CGI assigned projects; and
• Service pricing.

 

• Manage the risk management program for the integrated annual work program through the following:
• Leveraging CGI’s risk management program for managed services; and
• Supporting client compliancy requirement plan and reporting.

Service management and support

CGI manages and supports day-to-day operational service delivery, enabling our clients to focus on core business demands and address business targets. Service management encompasses incident and problem management, change and release management, project management, related quality and risk management programs, and a full spectrum of delivery support services for the mutually defined scope of responsibilities. These services are accomplished utilizing our well-established Client Partnership Management Framework, a mutually agreed upon collaborative governance structure, and a jointly developed Operational Framework. This approach ensures consistent and high quality service delivery to meet mutually agreed upon metrics, ensure business continuity, address business needs as they arise, and efficiently utilize critical client interface resources.

• Delivery management
• Incident, problem and user/IT inquiry management;
• Change and release management;
• Project management; and
• Quality program management.

 

• Delivery support
• Architecture and standards management;
• BCP/ACRP services management;
• Configuration management;
• Security plan management;
• Development and testing environment management; and
• Application portfolio dashboard and analytics management.

Service delivery

At an operational level, CGI delivers cost-efficient application maintenance and support services for the assigned application portfolio based on committed service levels. We deliver on-time and on-budget projects aligned with the client’s programs and architecture roadmaps. Leveraging our ISO 9001 certified frameworks and CMMI certified global delivery centers and Centres of excellence, we efficiently balance service delivery with our clients’ preferences and requirements. Our service delivery capabilities are customized to meet the demands of on-site customer presence, critical content knowledge requirements, client budgetary objectives, and client delivery preferences for onshore, nearshore and offshore efficiencies. Our complete service delivery offering is comprised of the following:

• Application maintenance and support
• Emergency maintenance;
• Preventive maintenance;
• Corrective maintenance; and
• User and IT inquiry response and assistance.

 

• Application enhancements
• Adaptive enhancements (e.g.: regulatory, technology and product software upgrades); and
• Perfective enhancements.

 

• System integration and development
• Opportunity and feasibility studies;
• SI & D project delivery; and
• Third-party project “general contractor”.

Contract administration

CGI ensures timely, efficient and accurate administration of the contractual elements of a managed application services business relationship. This provides consistency to clients and helps them to minimize the resources dedicated to the relationship. Our contract administration services include the following:

• Financial management and reporting

 

• Operations management and reporting
• In-sourcing agreement management; and
• Resource management.

 

• Service performance reporting
• SLA and KPI (Key Performance Indicator) tracking and reporting;
• Productivity tracking and reporting; and
• Continuous improvement program management.

 

• Third-party managed contract administration
• Third-party contract negotiation assistance; and
• Third-party contract day-to-day management (client’s agent).