Application Management Services
One accountable partner for your entire application portfolio
Firethorne runs and continuously improves your applications — help desk, L2/L3 support, enhancements, and platform engineering — as an extension of your team. Onshore accountability, nearshore capacity, delivered onsite or remotely. We meet you where you are.
Talk About Your PortfolioApplication support without the seams
Most application support is a patchwork — some internal staff, a contractor or two, a vendor for the platform, and you in the middle coordinating all of it. AMS replaces that patchwork with one team and one point of accountability for the whole portfolio.
What we run for you
Tier 1 Help Desk
The front door for your users — onsite, remote, or both, however you want it. Fast triage, resolution of common requests, and clean escalation when something needs a specialist.
L2 Application Support
Break/fix, configuration, and day-to-day support for your business applications — handled by people who actually know your systems, not a script reader.
Enhancement Delivery
Small changes and new features delivered on a steady cadence, so your applications keep pace with the business instead of freezing in place.
L3 & Platform Engineering
Deep technical work — root-cause fixes, integrations, and platform administration for environments like ServiceNow, Power Platform, and Dynamics 365.
Incident & Problem Management
Structured incident, request, problem, and change management — so issues get resolved, recurring problems get eliminated, and changes don't cause the next outage.
Monitoring, Observability & AIOps
Proactive monitoring with intelligent triage and self-healing runbooks that catch and contain issues before your users feel them.
SLA Management & Reporting
Clear service levels and transparent reporting. You always know how the portfolio is performing — and where the next improvement is coming from.
Knowledge Transfer & Documentation
Knowledge captured before it walks out the door. Runbooks, knowledge base, and documentation built as a deliverable, not an afterthought.
One team, four integrated layers
Not four vendors you coordinate — four layers of one team, under a single engagement lead. Onshore where accountability matters, nearshore for capacity, delivered onsite or remotely — we meet you where you are.
Engagement leadership
A single named engagement lead — onshore, accountable, and the one throat to choke. They own the relationship, the SLAs, and the roadmap across every layer below.
- Onshore
- Named lead
Help desk
Your users' first point of contact — delivered onsite, remotely, or both, whichever fits your operation. Real triage and resolution, not a ticket-routing call center.
- Onsite or remote
- US-based
Application support & enhancements
L2 support and enhancement delivery with nearshore capacity in US time zones — live overlap with your day, no overnight handoff gap.
- Nearshore
- US-time-zone
Platform engineering
Specialist L3 and platform engineers for the deep work — embedded administration, integrations, and the changes that need senior hands.
- Specialist
- L3
The model
A partner that earns as your support operation gets smaller
Most support contracts quietly reward volume — the more tickets, the more hours billed. We build AMS the other way. Automation, deflection, and root-cause problem management are woven through every layer, and our model is structured to make your support operation measurably smaller and steadier over time. We'd rather remove a problem than coordinate it.
A transition built for no service dip
Switching application support is where a lot can go wrong. We de-risk it with a phased cutover that stands up your highest-risk applications first and keeps the lights on the whole way.
- 01
Mobilize & Shadow
We stand up the team, learn your environment, and shadow your current support — capturing knowledge while your operation keeps running.
- 02
Parallel Run
We run support alongside your incumbent, starting with the highest-risk applications first, so the transition de-risks instead of gambling.
- 03
Cutover & Stabilize
We take primary ownership with a hypercare period — extra attention and fast response while the new model settles in. No service dip.
- 04
Optimize & Improve
Steady-state operations with a continuous-improvement engine — automation, deflection, and enhancements that make the portfolio better every quarter.
Why organizations choose Firethorne for AMS
One accountable partner
Help desk, application support, enhancements, and platform work under one engagement lead. Fewer seams to coordinate — and one person accountable for all of it.
US-led, global delivery
Onshore accountability, nearshore capacity, and support delivered onsite or remotely — we meet you where you are. You get US-based ownership of the relationship with the scale to deliver behind it.
We earn as your support shrinks
Automation is woven through every layer, and our model is built to make your support operation measurably smaller over time — not to bill more hours.
Knowledge that stays
We treat knowledge transfer and documentation as scored deliverables. When people rotate, the knowledge doesn't leave with them.
Looking to push further into intelligent automation and GenAI? That's a focused practice of its own — ask us about AI & Automation.
Frequently asked questions
What is Application Management Services (AMS)?
AMS is a managed model for running and continuously improving your application portfolio — the help desk your users call, the L2/L3 support that fixes things, the enhancements that keep applications current, and the platform engineering underneath. Instead of stitching together internal staff, contractors, and multiple vendors, you get one accountable partner for the whole thing.
How is this different from staff augmentation?
Staff augmentation rents you bodies and leaves the management to you. AMS delivers an outcome: defined service levels, a named engagement lead who owns delivery, and a team structured to improve your operation — not just fill seats. You manage the relationship, not the individuals.
Is your AMS team US-based?
Our AMS delivery is US-led: a named, onshore engagement lead owns every engagement. Support can be delivered onsite, remotely, or both — we meet you where you are. Application support and enhancements use nearshore capacity working in US time zones — live overlap with your business day, not an overnight offshore handoff. (Our Managed IT and Compliance services remain fully US-based.)
What applications can you support?
We support ERP platforms (including Microsoft Dynamics 365), custom applications (.NET, Angular), Microsoft Power Platform, ServiceNow, and the integrations and Azure data services that connect them. If a platform is core to how your business runs, we can build a support model around it.
How does the transition from our current support work?
A phased cutover designed for no service dip: we mobilize and shadow your current support, run in parallel starting with your highest-risk applications, then take ownership with a hypercare period before settling into steady-state. Knowledge is captured throughout, so nothing depends on a single person's memory.
Where does automation fit in?
Automation is built into how we run AMS — ticket deflection, automated provisioning, self-service, and self-healing runbooks that shrink the manual workload over time. For organizations that want to go further, our dedicated AI & Automation practice tackles intelligent automation and GenAI as a focused engagement.
Tell us about your application portfolio
Whether you're untangling a patchwork of vendors or planning a clean handoff from an incumbent, we'll show you what a single accountable partner looks like.
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