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Welcome to our news and blog section. Here you will find the latest updates from theICEway and our IT specialists at ICE. We are frequently invited to attend and speak at industry events, so if you don’t want to miss out on those, this is the page for you.

With more than 20 years’ worth of experience in cruise, travel and healthcare, you will also be able to read more about these key sectors. Of course, at the heart of it all is Information Technology – which some of you may know as ‘IT’ – and we’ll certainly include news on that.

Our ecosystem of companies was founded upon 3 guiding principles, or values: People, integrity and innovation. We always aim to infuse our every effort with one or all of these. The first, ‘people’, includes not only our people, but also those we work alongside each day. If you are reading this, then you can rest assured that it also includes you.

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Application Managed Services (AMS): A Comprehensive Overview

by Colm Bushell | May 16, 2024 | Blog | 0 Comments

theICEway has four fundamental pillars: cloud strategy, technology projects, contact centre solutions, and application managed services. For those who may not be well-versed in the world of technology, these terms can seem daunting at first. However, there is no need to feel overwhelmed – this blog aims to provide you with a clear understanding of what application managed services (one of the pillars) are and how they play a crucial role in theICEway's operations.

What is AMS?

AMS are services that are provided by external organisations to assist businesses in managing and maintaining their applications effectively. These services encompass a wide range of support, including troubleshooting, updates, enhancements, and ongoing maintenance to ensure seamless operation and optimal performance. By leveraging AMS, businesses can focus on their core operations while entrusting their application support needs to experienced professionals, ultimately driving efficiency and productivity within their organisation. 


Why is AMS useful?
  • -It’s very easy for AMS providers to adjust the scale of their operation to align with constantly changing need of their client. This allows organisations to adjust their support levels while also minimising cost.


  • -It’s a common misconception to think that outsourcing to an application managed service provider is going to be ridiculously expensive because this is simply not the case. Organisations will be saving money on the overhead costs associated with internal IT bandwidth and technology tools. Since AMS providers have achieved operational efficiency, the recipient organisation can utilise the provider’s economies of scale.


  • -theICEway proactively monitor KPIs (Key Performance Indicators) and address issues such as poor resource allocation, bottlenecks and implement the best practices.


  • -Cyber security is more complex than ever, it can be extremely difficult for organisations to protect themselves if they have an outdated security system. AMS providers will perform regular security audits and implement strong security measures.


What does theICEway offer?

24 x 7 ITIL-based service desk

Follow-the-sun methodology.

- Flexible hours support.

- ITIL based processes:

- Incident & request management.

- Problem management.

- Change management.

- Escalation management.

- Vendor escalation & management (ownership of ticket from creation to closure).

- Triage and 1st time fix.

- Application Management.

- Monitoring and alerts.



Hopefully this blog has provided some insight into what Application managed service and why they are so important. Organisations of all sizes are increasingly embracing digital transformation. Our reliance on technology and IT applications has never been greater – and this shows no signs of slowing down! Ensuring that IT infrastructure runs smoothly, and experiences minimal downtime is a massive undertaking. If your organisation needs assistance with this, considering application managed services from theICEway could be just what you need. To find out more about what we offer, please visit:


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