It is month end closing! The first day of the month is usually the financial closing month as well. From a system view, there is always a heavy server load from last minute orders or batch job running monthly. This usually cause a whole lot of recurrent issues. I will do a quick comparison on how AMS (Application Managed Support) and DevOps view this standard issue.
AMS (Application Managed Support)
- AMS will wait for issues to occur and await instructions to react and rectify the issue.
- More support tickets will mean more job done.
- The issue are addressed at face value. There will not be RCA (Root Cause Analysis) unless requested.
- AMS resolve symptoms to ensure low severity and faster SLA
- AMS are measured by SLA from support ticket. It is usually worthwhile to repeat same ticket type as response time will be fast due to known issues.
- Problems and risks are mitigated with business and system development knowledge.
- Zero support tickets is the key objective to system stability.
- DevOps conduct RCA for all issues and proposed enhancements or BPR (Business Process Re-engineering) resolve the root cause.
- DevOps adopt short term and long term fix to prevent further recurring issues.
- DevOps can be measured by low support tickets and positive Customer Experience (CX).
From the comparison, you can see the obvious benefits of transforming your AMS to DevOps. However, there is a reality that DevOps are much costly than AMS. So, which approach should you be going for?