Types of TMA (preventive, curative, progressive) and their issues: the service center
Types of TMA services and their issues
TMA’s target objectives of a portfolio of applications

The right time to change: critical points to watch
Application documentation
Quality of application development
Organization of skills transfer

Frequency of releases: technical or business parameters to be taken into account
Critical points and pitfalls to avoid

Functional specifications: methods of describing needs
Optimization of requests according to their nature

The provisional roadmap
Responsibilities of the MOA and the MOE
Organization and treatment of unforeseen requests

Costing of requests
Planning, allocation and monitoring of time spent
Overview of monitoring tools

Development standards
Specificities of ERP TMA

Organization of a test phase
Types of tests: unitary, integration
Specific procedures for non-regression tests
The Third Application Recipe (TRA)

Acceptance process: scenario
Management of anomalies.

Delivery: process, best practices
Multiple version management
Definitive shutdown of an application in TMA: business, contractual and technical aspects.

Pitfalls observed: recovery of the application, transfer of knowledge, return of documents, technical environment
Operational precautions
Respective responsibilities
Reversibility plan: content, updating during the service

Quality plan: content, compliance with contractual clauses
Cross-functional activities: document and configuration
management Change management with regard to all stakeholders
Communication to users User
training User
support and the limits of their support

Skills required from pre-sales to production
Roles and responsibilities of actors in a TMA activity:
– RACI matrix
– Relations between actors (MOA, MOE, client, project manager, Help Desk, etc.)
Platform and tools by TMA: infrastructures, environments

Specificities of an ERP TMA
Location of services: Onshore, nearshore, offshore
Steering bodies: designation, dashboards, traceability
Monitoring of a TMA contract: relations, switched, alerts
Competition between service providers: benchmarking, setting in competition

Profitability of a TMA operation and cost optimization
Pooling of technical
resources Human resources management: overload, underload.
Financial management and taxation

Mapping and scope of TMA services
Feedback from offshore operations
Management of calls for tenders
Bill of charges for a TMA service
SLA indicators (Service Level Agreement) and monitoring
Standard TMA contract: clauses, preliminary riders
Planning type of a TMA implementation project