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Case study · Insurance
Life insurance: 97% of SLAs met.
An Application Management service for running and developing complex applications, keeping their quality up over time.
of SLAs met
strands: corrective, evolutionary, one-off requests
the line of business covered
The challenge
A service that is
reliable and
quick.
A major insurer asked us to run, maintain and develop the software for its life insurance business.
There were two requirements, easy to state and hard to hold together: a reliable service, and quick answers to what the business needed.
Life insurance applications are complex and long-lived: without domain knowledge, every change risks opening two problems where it closed one.
The solution
Three strands
of service.
The service is organised in three strands, with continuous cover and an agreed measure of quality.
Strand 01
Corrective maintenance
Fixing faults and running the service: the part that keeps the day to day standing.
Strand 02
Evolutionary development
Building new features, following what the business brings through the year.
Strand 03
One-off requests
Monitoring and reporting on the data the software holds, on request: information that often nobody else knows how to extract.
What it changes
Cover,
not call-outs.
The difference between a supplier and a standing team shows in the number of tickets and in how much the client has to explain each time.
Continuous cover
The service runs continuously, not on call.
Fewer tickets
Causes are closed upstream, not downstream.
Domain knowledge
Whoever works on it knows life insurance.
Autonomy
Less dependence on the client’s own people.
Service areas
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