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Alternate Application Support and Maintenance

HCL Research

300 Global Organizations Reveal the Future of Application Support and Maintenance (ASM)

A research report from HCL examining theimpact of current ASM practices across300 large enterprises




A smarter approach towards generating predictable business outcome from Application Support and Maintenance (Or) ALT ASM™ Framework driving Proactive Obsolescence Powered by Run.Advisor.

Rapidly changing IT landscape and evolution of cognitive capabilities are making the traditional systems obsolete, triggering the need for cutting edge automation technology for faster and efficient IT operations. With this objective at its core, Run.Advisor powers the ALT ASM to envision the Zero ASM – a world where human intervention becomes redundant and systems self-correct.


To address the evolving business imperatives of CIOs, HCL has added new levels of capabilities to its industry-leading Application Support & maintenance (ASM) offering. ALT ASM™ is powered by the Run.Advisor platform, an automation and analytics approach that is custom designed for application support and maintenance.

Run.Advisor platform is a rich set of algorithmic analytical tools developed by processing data captured from HCL’s experience of handling millions of tickets gathered from over hundreds of thousands of applications managed by HCL over 35 years.



Guaranteed 30%+ Cost Reduction using the ALT ASMTM framework, HCL’s Gold Standard for ASM.

Differentiated Service Delivery enabling release of client’s SME bandwidth from non-strategic apps.

Reinvest 3% to 10% of TCV as value generation, in the form of transformation consulting assignments.


Enhanced Platform Stability through Proactive & Predictive Delivery.

Increased efficiency  by eliminating wastes and non value added activities “UNWANTED” from existing ASM Services leading to faster delivery & Reduced Risk. 


Engagement visibility through application landscape optimization & modernization leading to TCO reduction by using PRIZMTM.

Improved Service Quality & Transparency through MyDashboard.
Proactive Business Process Monitoring for key processes impacting business.



The first phase, Autonomation, powers the ALT ASM™ framework to deliver operational efficiencies, offers in-house toolkits to assist the implementation of HCL’s ALT ASM™ Framework. The comprehensive details of tool packages that enables the stakeholders to deploy the 1st phase of Run.Advisor called “Autonomation” using Gen 1 tools.

  • Right Sizing is achieved by Optima improves margins through resource optimization
  • Performance Management is supported by StepUP which raises the performance bar
  • Proactive & Predictive Delivery is implemented by ProInsights which improves the portfolio stability

These Autonomation toolkits power the benefit realization through ALT ASM framework. In parallel, the ASM operations are assessed to identify the scope for Gen 2 and Gen 3 automation through Robotics and cognitive solutions.


  • Robotic tools help in removing effort for tasks related to tickets, or monitoring activities that can be automatically addressed via orchestrated platforms, self-service solutions.
  • Robotics, with desired service excellence in place, fuels further automation through a gamut of in-house tools, trigger based scripts and COTS products. The tools help in enhancing business efficiency and effectiveness by reducing human effort involved in monitoring and tickets resolution. Through Robotic tools, human effort can be reduced via Orchestrated platform and self-service portal. Besides, the overall productivity can be increased, the involved cycle time can be reduced and the accuracy and compliance of deliverables be improved.


AI/Cognitive elements leverage the power of machine learning, natural language processing, and pattern recognition to drive the goal of zero touch support.

Cognitive computing is the simulation of human thought processes in a computerized model. It involves self-learning systems that use data mining, pattern recognition and natural language processing to mimic the way the human brain works. The goal of cognitive computing is to create automated IT systems that would effectively reduce the human effort based support requirement to a minimum (zero) level.

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HCL Research

300 Global Organizations Reveal the Future of Application Support and Maintenance (ASM)


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What Customers Say

“This is wonderful stuff, the type of activities that make a big difference to our customer. Truly great work, and please keep it up” – On Successful implementation of WRAP project.

–CIO Large Programs, Leading Bank in Australia and NZ

The combined efforts of our Asset Finance and Commercial Lending IT Service Delivery team and HCL have resulted in an 80% reduction in P1 and P2 incidents over 2010. This is a great testimony to Applications and Operations’ dedication to embed strong service management disciplines, including incident, problem, change, capacity, availability and service continuity management.

- CIO Retail & Business Banking ES, A Large Australian Bank