Why Tricise Application Managed Services
For most organisations that run Broadcom Automic Automation, the platform has quietly become one of the most critical pieces of enterprise infrastructure. It orchestrates IT operations, finance closings, supply-chain batch runs, SAP schedules, reporting cycles, regulatory workflows — anything that needs to happen on time, in the right order, every day. A few hours of Automic downtime translates directly into business disruption, and in many environments nothing else can take over. That reality puts a specific set of demands on the operations team: round-the-clock availability, deep product knowledge, and the ability to react quickly to both routine and unusual events.
The challenge is that building and keeping such a team internally is getting harder every year. Skilled Automic administrators are scarce, the onboarding curve is steep, and the few specialists who exist are increasingly hard to recruit and retain. Many organisations end up with a small number of “only this person knows how to do X” dependencies — and every vacation, sick day, or resignation becomes an operational risk. On top of that, 24/7 coverage requires shifts, which requires headcount most teams simply do not have.
Tricise Application Managed Services (AMS) is the answer to exactly that situation. Our experts monitor your application and your Automic processes around the clock and intervene quickly and efficiently whenever an error situation appears. This maximises availability, minimises downtime and keeps operations predictable — without you having to carry the cost and risk of building and running a specialist Automic team yourself. The service is delivered by a dedicated Tricise team with a named Application Support Manager, a senior Automic Subject Matter Expert, and a shift-based delivery centre — all of them working from a Service Delivery Handbook that is created jointly with your organisation during onboarding and then kept current throughout the engagement.
Application Managed Services is not a one-size-fits-all package. The three pillars described in the next section — Administration, Process Monitoring, and Process & Workflow Design — can be booked individually or in any combination. Organisations that simply need 24/7 monitoring and incident handling take Process Monitoring. Organisations that want their entire Automic platform operated for them take all three. Everything in between is possible too, and the scope can be extended later as needs evolve.
The three service pillars
Tricise Application Managed Services for Automic Automation is structured around three complementary pillars. Each pillar has its own focus, its own typical customer profile, and its own value proposition. The pillars can be booked individually or combined — there is no all-or-nothing commitment, and no hidden coupling between them. What you pay for is what you get operated.
Administration Services
The Administration Services pillar is the foundation for stable Automic operations. It covers everything required to keep the Automic platform healthy, patched, backed-up and properly tuned — the work that must happen regardless of which workloads are actually running on top of it. This is the pillar most customers start with when they are looking to offload infrastructure operations rather than workflow management.
Typical responsibilities:
- Monitoring and maintenance of the Automation Engine server and its repository database, ensuring system availability across business hours and beyond
- Patch management for the Automation Engine and connected agents, including security updates and functional upgrades
- Agent management — installation, configuration, decommissioning and lifecycle updates of all connected agents
- Systematic troubleshooting of agent problems to reduce recurring incidents and improve overall platform performance
- Database performance monitoring, performance-troubleshooting, and proactive optimisation measures when issues emerge
- Database schema maintenance — archiving, reorganisation, unload processes — to keep the AE database performant and stable over time
- Reorganisation of the Automic Analytics database (if Analytics is in use) to optimise storage utilisation
- Coordination with Broadcom as the product vendor on bugs and software issues, so you do not have to run the support conversation yourself
- Regular health checks of the Automation Engine, agents and surrounding components to catch potential issues before they become outages
- Support during planned maintenance windows — the AMS team monitors systems and helps execute maintenance activities safely
- Database access and configuration management, ensuring security and optimised performance
Operations & Monitoring Services
The Operations & Monitoring pillar (also called Process Monitoring) is responsible for continuous supervision of batch processing and rapid incident handling. Where Administration Services keep the platform itself healthy, O&M keeps the workloads running on it healthy. This is typically the pillar customers pick when their main pressure point is 24/7 job supervision rather than platform administration.
Typical responsibilities:
- Continuous monitoring of batch jobs and workflows for errors or abnormally long runtimes — the foundational activity of the pillar
- Execution of defined recovery actions as soon as a problem is detected: analyse, restart, cancel, unlock, depending on the situation and the agreed SOPs
- Monitoring and criticality-based escalation of issues or warnings affecting the Automation Engine or its agents, so the right support tier is always engaged
- Incident creation and email notification to job owners and support teams whenever a job or workflow fails
- Handling ad-hoc requests from job owners and support teams, following the standardised SOPs agreed with you — temporary schedule changes, job deactivation, forced restarts and similar actions
- Supervision and support of planned maintenance activities, so monitoring stays active and the risk of unexpected interruptions is minimised
- Incident coordination and transparent tracking of operational issues across environments
Process & Workflow Design Services
The Design Services pillar is responsible for planning, developing and continuously improving automation processes. This is the most “active” pillar — the one that creates new Automic objects, evolves existing workflows, and implements new business requirements as they emerge. Customers who want Tricise to act as their Automic development team rather than just their operations team add this pillar.
Typical responsibilities:
- Design and management of Automic objects following specific scheduling requirements, so workflows are efficiently structured and run on time
- Creation, modification and deletion of Automic objects — jobs, file transfers, workflows, schedules — as part of ongoing change management
- Development of Job Control Language (JCL) and Automic scripting to meet specific requirements and optimise processes
- Implementation of new business requirements into the Automic landscape, from first design to production-ready workflow
- Testing of new processes and controlled rollout to production, minimising risk during every change
- Creation and maintenance of Standard Operating Procedures (SOPs) for recurring operational tasks, ensuring consistent execution and lower operating costs
- Close cooperation with application and operations teams to provide immediate support during batch errors and protect workflow stability
- Production of job statistics reports based on the needs of business or operations leadership — system errors, most frequent failure causes, execution patterns — to support prioritisation decisions
- Continuous service improvements driven by best practices and new automation scenarios, contributing to long-term efficiency and IT infrastructure evolution
- Advising the customer on all automation questions that arise in day-to-day operations or in strategic planning
What’s included in detail
The sections above describe the three pillars at a strategic level. For customers who want a closer look at what individual services inside the engagement actually look like, the catalogue below walks through the most common Application Managed Services activities — the kind of work a typical week in an AMS engagement would involve, across all three pillars.
Delivery model & team structure
Tricise Application Managed Services for Automic Automation is delivered by a dedicated, layered team — not by a single consultant or a rotating resource pool. The model is designed around three roles with clearly separated responsibilities, so customers always know who to call, who owns which decision, and how the service is governed. This structure is one of the reasons the engagement works reliably across different landscapes and different customer organisations.
Application Support Manager (ASM)
The Application Support Manager is the single point of accountability for the engagement. The ASM owns project coordination, day-to-day customer communication, service reporting, and overall responsibility for delivery against the agreed scope and SLAs. When your team has a question, a concern, or a change request, the ASM is the first contact and coordinates whatever happens next. The role exists precisely so that operational conversations never have to be routed through a sales channel or a support ticket queue.
Automic Subject Matter Expert (SME)
The Subject Matter Expert is a senior Automic specialist with years of Managed Services experience, assigned to the engagement for escalations, deep technical decisions, and architectural input. The SME handles resource planning, runs escalation management when incidents cross the L1 threshold, and participates in the recurring steering committees that govern the service. The SME also acts as the bridge between the delivery centre (which handles the majority of day-to-day work) and the customer’s own technical leadership.
Delivery Centre
The Delivery Centre is responsible for the Automic environment itself — monitoring, administration and, where applicable, job and workflow design. The centre is staffed with experienced Automic Managed Services specialists who work in shifts, either nearshore or offshore depending on the contracted coverage model. 24/7 availability is achieved through shift-based coverage at the delivery centre rather than by making individual experts permanently on-call. Shift handovers follow the Service Delivery Handbook so nothing gets lost between shifts.
Onboarding & service transition
An Application Managed Services engagement does not start at the same moment as the contract signature. Between signing and go-live, Tricise runs a structured service transition designed to transfer knowledge from your team to ours, document every relevant detail of your landscape, and agree on the SOPs that will govern the engagement. The total service transition takes approximately 6 weeks, split into two phases.
The first two weeks focus on establishing the engagement framework. Tricise defines the team that will run the service — the ASM, the SME, and the delivery centre staffing — and reviews the contract, the agreed scope and the operational requirements jointly with your operations team. Any open questions about scope, boundaries, SLAs, escalation paths or technical access are clarified during this phase so that Phase 2 can proceed without gaps.
The second phase is where the substance is transferred. Tricise runs structured workshops and questionnaire sessions to capture everything the delivery team needs to know about your Automic landscape: the architecture, the critical workflows, the SOPs that govern ad-hoc requests, the escalation paths, the contact points in your organisation, the quirks and the undocumented conventions that every grown-up environment has accumulated. All of this is consolidated into the Service Delivery Handbook — a living document that becomes the reference for everyone working on your engagement.
The Service Delivery Handbook is not static; it is updated throughout the engagement as SOPs evolve, new workflows are onboarded, and operational knowledge accumulates. It is also the document that makes shift handovers and team changes inside the delivery centre safe — the information lives in the handbook, not in individuals’ heads.
After the service transition concludes, the AMS engagement goes live. From this point on, the Tricise team operates the agreed scope according to the Service Delivery Handbook, meets the agreed SLAs, and holds the recurring steering committee sessions that govern the service. Go-live is typically followed by an initial stabilisation period of a few weeks during which the team fine-tunes SOPs and response patterns based on real incidents and real customer interactions.
Technical scope & what we need from you
Because Tricise Application Managed Services is a subscription managed service rather than a fixed-price consulting package, the exact technical scope is agreed per customer. The list below describes what is typically in scope, what your organisation typically provides, and what is explicitly outside the AMS boundary.
What is typically in scope
- One or more Automic Automation Engine systems — production, non-production or both, depending on the contracted scope
- Connected Automic agents — across platforms and client groups, covered under Administration and Monitoring services
- The Automic repository database — PostgreSQL, Oracle or Microsoft SQL Server — covered under Administration services
- The Automic Web Interface (AWI) — running on Tomcat or Jetty, covered under Administration services
- Automic Analytics database — if Analytics is licensed and in use
- Batch jobs and workflows — covered under Process Monitoring, with agreed SOPs per job owner / application
- Automation objects — covered under Process & Workflow Design where this pillar is booked
What your organisation needs to provide
- Access to the Automic environment — Automic user accounts with the rights needed for the contracted scope, plus database and log file access where required
- A single point of contact on the customer side — typically the Automic platform owner or head of IT operations — who mirrors the Tricise ASM
- Participation in the Phase 2 onboarding workshops — your team members provide the knowledge that goes into the Service Delivery Handbook
- Participation in the recurring steering committees — typically monthly or quarterly, depending on engagement scope
- Change management context — business calendar, critical business dates, freeze periods, known maintenance windows
- Ticketing system access where the AMS team needs to integrate with your existing ITSM platform
What is not covered by AMS
- Infrastructure operations outside Automic (operating system, network, storage, hypervisor)
- Broadcom product licensing and licensing negotiations — that conversation stays between your organisation and Broadcom
- One-time consulting engagements such as the Tricise System Health Check or Automic Process Analysis & Optimisation — these are separate packages and can be combined with AMS if useful
- Major Automic version upgrades — handled as dedicated upgrade projects; the AMS team supports but does not own these
- Custom software development that is not part of Automic object creation or Automic scripting
Delivery mode
Application Managed Services is delivered remotely by default. The combination of ASM + SME + shift-based delivery centre is designed for remote operation and works well across time zones. On-site presence can be arranged for specific events — onboarding workshops, major incidents, quarterly steering committees — on request, with travel expenses charged at actual cost.
Frequently asked questions
Click any question to expand the answer.
What are Tricise Application Managed Services for Automic Automation?
Tricise Application Managed Services (AMS) is a subscription-based managed service for Broadcom Automic Automation. A dedicated Tricise team operates your Automic platform end-to-end — administration, monitoring and workflow design — with 24/7 coverage, a named Application Support Manager, an Automic Subject Matter Expert, and a shift-based delivery centre. The service is structured around three pillars (Administration, Process Monitoring, Process & Workflow Design) that can be booked individually or combined, and the scope, SLAs and delivery model are tailored per customer during onboarding.
How much does Application Managed Services cost?
Pricing for Tricise Application Managed Services is on request and depends on the contracted scope: which pillars are booked, how many Automic systems are included, what coverage model is required (business hours vs 24/7), whether the delivery centre is nearshore or offshore, and the expected service volume. Because the scope varies significantly between customers, Application Managed Services is a subscription service rather than a fixed-price package — we scope and price each engagement individually after a short discovery conversation.
How is AMS different from Tricise’s other Automic services?
Application Managed Services is the only ongoing, subscription-based Tricise offering for Automic operations. The other Tricise consulting packages — the Automic System Health Check and the Automic Process Analysis & Optimisation — are fixed-price, one-time engagements that produce analysis reports and recommendations. AMS is different: it is continuous operation of your Automic platform, not a one-off assessment. Many customers use the one-time packages first (to understand the current state), then adopt AMS (to keep the platform healthy going forward), and some combine all three from day one.
Can we book only one pillar or do we have to take all three?
You can absolutely book only one pillar. The three Application Managed Services pillars — Administration, Process Monitoring, and Process & Workflow Design — are independent service modules and can be booked individually, combined in any pair, or taken all together. Most customers start with the pillar where the pressure is highest — typically Process Monitoring for 24/7 job supervision or Administration for platform operations — and expand the scope later as the relationship matures and trust builds.
How long does onboarding take?
The onboarding and service transition for an Application Managed Services engagement takes approximately 6 weeks, split into two phases. Phase 1 (weeks 1–2) covers team definition, contract review and alignment with your operations team. Phase 2 (weeks 3–6) runs structured workshops and produces the Service Delivery Handbook — the living document that contains every relevant detail about your landscape, SOPs, escalation paths and contact points. After Phase 2 concludes, the engagement goes live and the Tricise team starts operating the contracted scope. Larger or more complex landscapes occasionally need a longer transition, which is decided during Phase 1.
What is the Service Delivery Handbook?
The Service Delivery Handbook is the central reference document for the Application Managed Services engagement. It is produced during onboarding Phase 2 and captures everything the delivery team needs to operate your Automic environment reliably: the architecture, critical workflows, SOPs for ad-hoc requests, escalation paths, contact points, and the quirks every real environment accumulates over time. The handbook is updated throughout the engagement as things evolve, and it is the mechanism that makes shift handovers and team changes inside the delivery centre safe — the knowledge lives in the document, not in individual heads.
How does 24/7 coverage actually work?
Round-the-clock coverage in Tricise Application Managed Services is achieved through shift-based staffing at the delivery centre, not through individuals being on-call permanently. Depending on the contracted model, the delivery centre is either nearshore (closer geographical proximity, similar time zones) or offshore (broader time-zone coverage, typically more cost-efficient), and shifts are arranged so there is always an experienced Automic specialist actively monitoring the contracted scope. Shift handovers follow the Service Delivery Handbook, so context and open items are transferred cleanly between shifts without anything falling through the cracks.
Who owns the relationship on the Tricise side?
Every Application Managed Services engagement has a named Application Support Manager (ASM) as the single point of accountability on the Tricise side. The ASM owns project coordination, customer communication, service reporting and overall responsibility for delivery against the agreed scope. Behind the ASM sits an Automic Subject Matter Expert (SME) for deep technical decisions and escalation handling, and the delivery centre for day-to-day operations. Your team always knows exactly who to contact — you are not dealing with a rotating pool or a ticketing queue.
What happens during planned maintenance windows?
Planned maintenance is one of the most risk-sensitive moments in any Automic environment, and the Application Managed Services team treats it accordingly. During maintenance windows the team makes sure all relevant systems are actively monitored, supports the execution of maintenance activities to minimise the risk of unexpected interruptions, and coordinates with your infrastructure teams wherever touchpoints exist. After the maintenance, the team verifies that the environment returns to a healthy state and that scheduled workloads resume cleanly.
What kind of reports do we get from the service?
Reporting inside Application Managed Services is driven by what your organisation needs to see. Standard reports cover incident volumes and resolution times, job execution statistics (including system errors and most frequent failure causes), SLA compliance, and continuous service improvement actions. Reports are reviewed in the recurring steering committee sessions so findings turn into concrete service improvements rather than just documentation. Custom reports can be added where you have specific operational or compliance needs.
Can we combine AMS with other Tricise services?
Yes, and this is a common pattern. Many customers run a one-time Tricise System Health Check or Automic Process Analysis & Optimisation engagement first to establish a clean baseline, then engage Application Managed Services to operate the environment going forward. Others combine AMS with the 3C Release Manager software to govern object transports between environments, or use Tricise consulting for a specific upgrade project while AMS handles day-to-day operations. The services are designed to fit together, and there is no penalty for combining them.
Can we end the AMS engagement if our needs change?
Yes. Tricise Application Managed Services engagements are term-based subscription agreements with clearly defined termination and exit conditions. Because the Service Delivery Handbook is maintained throughout the engagement, offboarding is straightforward — the handbook captures everything your team would need to resume operations internally, and Tricise supports a structured knowledge handover during the transition out. The exact terms are agreed contractually at the start of the engagement so there are no surprises later.