Golden Bay Records

TMA or Third-Party Application Maintenance is the outsourcing of the maintenance of all or part of a company’s applications by using an external service provider. The latter must, therefore, take responsibility for the outsourcing of its customers ‘ applications, in particular, their availability and performance. The service provider must also adjust the applications according to the needs of the company with which it has signed a TMA. Many IT service providers in Buffalo, NY offer this service to their clients.

The original TMA

Originally, Third-Party Application Maintenance or TMA consisted of outsourcing the management of companies IS to an external service provider under a multi-year contract. As part of this contract, the company responsible for outsourcing, therefore, had to ensure that the software worked correctly while correcting the errors encountered by the users and by making regular updates.

This system already had the advantage of allowing the client company to benefit from functional and technical expertise that it is not always possible to find among internal employees within the CIO.

The problem with the old TMA is that it was only done under long-term contracts with high flat rates and, therefore, unsuitable for the volume of requests for intervention, which tended to decrease over time.

The new TMA and its advantages

The old TMA, offered at exorbitant prices and unsuited to business demand, has evolved today. Indeed, the services offered are now personalized, whether in terms of services, intervention framework, and budget.

TMA is, therefore, a service that has many advantages for companies that use it:

Better control of the budget

The new approach to TMA allows customers to buy and consume credits according to their needs. The offer can, therefore, be offered in the form of a prepaid package and what is not consumed can be carried over from one financial year to another. In other words, the price of the TMA varies according to the services rendered, which is advantageous as much for the company, which pays only for services that it requested as for the service provider who can invoice exactly each real intervention. 

In addition, in order to strengthen cost control, the current TMA can use the workflow functionalities so that any intervention that exceeds the usual times is subject to a quote so that the client can validate it before she is taken care of. 

Personalized services

One of the other advantages of Third-Party Application Maintenance is that it offers a wide choice of on-demand services allowing the customer to make his choice according to his maintenance needs. 

In practice, it is possible to choose between corrective TMA, evolving TMA, operational TMA, training, technical audits, operational audits, IT monitoring, etc.

In addition, in order to strengthen cost control, the current TMA can use the workflow functionalities so that any intervention that exceeds the usual times is subject to a quote so that the client can validate it before she is taken care of. 

It is no longer necessary to support how vital the IT infrastructure is today for all businesses. It must be managed on a permanent basis, which is time-consuming and very demanding work for SMEs.

It is to respond to this problem that the outsourcing of IT services has appeared in recent years. Zoom on the advantages of this practice for SMEs.

The Benefits of Outsourcing IT Services for SMEs

You should know that over a year, the total of daily computer incidents represents a loss of time of 109 hours for each employee. Outsourcing IT services, including IT maintenance, outsourcing, the Cloud offers many benefits for productivity, security, and overall business performance.

Benefit from IT expert services 

IT park management requires expertise that people who do not have specific studies have not. Indeed, even if some rather skillful collaborators with computer tools can help out with the small problems of the daily newspaper like the breakdowns of the photocopier, the Internet connection, to count on that is not an effective solution in the long term.

The use of IT outsourcing ensures that the SME is supported by IT experts who know all the mysteries. Providers who deal with outsourcing have validated diplomas and skills. In addition, as IT is their job, they must keep abreast of the latest developments and widen their field of expertise.

To do this, these professionals follow training courses to obtain certifications and remain on the lookout for developments in their profession. Thus, companies that opt ​​for IT outsourcing can take advantage of this expertise and are certain that their IS evolves according to modern standards, thanks to the advice provided and personalized support.

Free up time from internal resources 

The breakdowns and other technical problems concerning the IS cause disruptions on the work of the collaborators, the performance and the productivity of the company are therefore regularly undermined. IT outsourcing frees up internal resources so that they can refocus on the company’s core business.…

Help Desk and Service Desk are terms that do not mean the same thing, although many still tend to believe the opposite. Indeed, they are often used interchangeably to describe a team of IT professionals providing support to end-users. However, if the Help Desk is a term that appeared in the 80s to designate a service intended to solve IT problems, the Service Desk is defined by ITIL or Information Technology Infrastructure Library. So these are two different services and for a variety of reasons which we will detail below.

Help Desk or IT Support Service

The term Help Desk has its origins in the late 80s and designates a concept whose objective is the resolution of computer problems encountered by end-users. In general, its task is limited to solving the needs of end-users in the fastest and most efficient way possible.

In IT, the IT Help Desk is often considered a tactical service, with the main aim of providing quick solutions to a technical problem or incident. The IT Help Desk can be outsourced to an ESN or integrated into the internal IT department. The main objective is to offer the most efficient and quickest solutions to implement.

Service Desk or IT Support Service

The service desk or IT support service is a more organizational and strategic concept focused on the end-user. Its objective is to improve IT processes by helping users to connect to the appropriate support when they encounter a problem (need for troubleshooting, service interruption, management of data access, etc. ). In other words, the service desk is a single outsourcing and IT assistance solution for all business processes, apps, and IT domains. This service is a point of contact: it can be a web page, a chatbot, a human agent, etc.

The Service Desk focuses more specifically on the needs of the business rather than those of the users, taking into account the wider business context. The IT Service Desk usually has a help desk component, and its purpose is to improve the company’s IT and business processes by taking advantage of opportunities that allow all IT processes, including the help desk, to run as efficiently as possible.

What are the differences between a Help desk and service desk?  

The Help desk aims to help end-users solve their problems quickly and efficiently (in tasks like resetting passwords or messaging problems, for example). The service desk, for its part, is made up of a full-service team providing a single point of contact between a service provider and users. Thus, the help desk is intended to manage IT problems only, and the service desk is a kind of one-stop-shop for all IT problems. As such, the help desk can be seen as a key element of a strong service desk team.