Application support and outsource

Application support and outsource

What we do

When you have people who deeply understand your business and technology environment, we think you get the best value from their expertise by freeing them from maintaining legacy systems so they can create new products and services. Optimation Application Support lets you focus in-house expertise and IP on business innovation and strategic priorities, while we take care of the day-to-day application environment. Support customers benefit from access to niche skillsets, resources and legacy capabilities that are hard to find and difficult to maintain in-house, while also reducing operational overheads.

The value Optimation brings Support customers goes well beyond cost-effective, efficient and reliable application management. Because our team develops a rich understanding what your business does, how your systems work and the business processes they support, we are ideally positioned to give you sound advice on optimising and future-proofing your IT environment. This could mean making targeted application enhancements over time or creating a low-risk plan to ‘sunset’ older systems. Equally, it could mean adding digital layers to enable more far-reaching application modernisation or transformation, such as creating mobile or web apps that get new life out of legacy systems.

Enterprise customers have long relied on Optimation to deliver low-risk cost-effective support for complex, business-critical environments that feature hundreds of applications. As a result, we are adept at efficient application migration and have a well-proven transition methodology that ensures change has zero business impact on staff, customers and other stakeholders.

"The Department is very pleased to be extending its long-running relationship with Optimation, and their key partner HCL. That relationship continues to provide high quality, good value and highly flexible technology support services to us, across a number of our key digital platforms."

Alastair Turrell, Chief Digital Officer, Department of Corrections

How we deliver

Optimation’s core Support team is based in New Zealand, providing flexible and responsive access to the right expertise at the right time. We also have unique onshore/offshore capability that brings New Zealand companies the benefits of global scale and 24/7 coverage while enjoying robust local governance, clear accountabilities and face-to-face relationships.

Our Support practice is ITIL-aligned to ensure compliance with best practice but we know a rigid one-size-fits-all approach won’t suit everyone. Instead, we work with customers to create an application support model tuned to their business needs and priorities.

Optimation application specialists use their skills and knowledge to improve performance and functionality through regular system tuning and health checks. We also have a right-sized process for on-going development and enhancements that ensures you maximise the value from your legacy investments while adapting to changing business needs.


Optimation provides end-to-end support for solutions from vendors such as Microsoft, Oracle and SAP as well as for bespoke applications.

Core support services

  • Professional Service Delivery Management including:
    • Governance, SLA management and reporting
    • Continual service improvement
    • Pipeline planning aligned with your wider business priorities
    • Third party vendor management as necessary
  • 24/7 Service Desk available via email, 0800 number or web
  • Incident Management
  • Problem Management
  • Change and Release Management

Value-added support services

In addition to our core support services, for a predictable monthly cost Optimation enables you to access a range of value-added support services tailored to your current business needs and priorities. These include:

  • Iterative application enhancements delivered using a right-sized project management process with a clear SDLC. This ensures all enhancements are cost-effective, high quality and meet business needs.
  • Application modernisation and transformation
  • Proactive monitoring and maintenance
  • Operational health checks
  • Scheduled maintenance releases and upgrades
  • Consultation and training to up-skill your internal IT team and/or to ensure your business users are getting the maximum benefit from applications


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