PUBLISHED DATE: 2025-08-25 00:17:56

Publicis Sapient

Application and Infrastructure Management Services (AIMS)

Sustain Your Digital Transformation Momentum

Offering Summary

Today's business landscape is defined by the coexistence of digital platforms with traditional and legacy systems, often resulting in inefficiencies, data silos, and increased maintenance and operational costs. Publicis Sapient brings world-leading digital engineering capabilities with modern, predictive, and intelligent Application and Infrastructure Management Services (AIMS) to address these challenges and sustain efficient operations. Our seamless, flexible approach integrates development and service management teams, ensuring a constant virtuous feedback loop that directly improves products, creates positive business impact, and reduces overall operational costs.

Solving Digital Transformation Challenges

Sustaining digital momentum requires breaking down traditional operational silos. Business metrics such as innovation, velocity, and growth often contrast with typical IT measures like efficiency, predictability, and cost savings. Rather than being mutually exclusive, these performance measures should be complementary and cyclical.

Development and Service Management Feedback Loop:

Publicis Sapient’s AIMS offering is designed to bridge operational gaps and address the most common operational key performance indicators (KPIs):

  1. Velocity: Modern digital applications embrace integrated DevOps and Site Reliability Engineering (SRE) concepts, significantly shortening time to release fixes and ensuring better code quality. Our AIMS approach enables you to manage both new and legacy systems, supporting a cost-effective yet growth-oriented organization.
  2. Efficiency: Built on decades of application and infrastructure management experience, AIMS is an ITIL V4-compliant, fully managed service. Our teams leverage the latest IT service management (ITSM) tools to provide efficient, multi-level support for diverse applications and infrastructure globally, with industry-standard service levels.
  3. Knowledge Retention: The transition from digital product teams to IT support is complex and must be carefully managed to avoid knowledge loss. Our approach uses modern knowledge management tools, rigorous training, and Generative AI concepts to provide support teams with contextual product information.
  4. Predictability: Leveraging AI/ML, our proprietary Sustain platform (StEP) reduces time to fix, ticket volumes, and system downtime while increasing user satisfaction by detecting patterns, predicting issues, and automating fixes.
  5. Cost Savings: Continuous service improvement through automation, shift-left, and self-help are key tenets of AIMS. Our dedicated automation engineers collaborate with engineering and IT teams to drive improvements and cost savings. Most contracts feature a yearly cost reduction guarantee, committed upfront through continuous service improvement levers.
  6. Product Quality and Innovation: The StEP system creates a feedback loop between support and engineering teams, providing real usage information, business KPIs, user requests, and usage trends to the product team. This enables prioritization of product roadmaps, feature redesign, and innovation to sustain and protect platform performance and quality.
  7. Return on Digital Investment (BETA): Our experts understand your business ecosystems and the complex technology interconnections that drive results. The StEP platform includes business KPI templates that can be configured to track the performance of business processes managed by our systems, helping you protect digital ROI by identifying issues in business operations, digital platforms, and customer experiences.
Continuous Service Improvement (CSI) Opportunities: Value Realization Through:

Transforming Challenges into Opportunities

The lack of alignment between development and support teams can hinder business outcomes. Bringing these teams together drives sustained value realization.

  1. Knowledge Retention: Digital transformation efforts often lose key tribal knowledge when systems and applications are handed over to IT for support. Our support engineers work on the transformation itself, understanding the digital platform and maintaining performance alongside the transformation team, thus avoiding knowledge loss.
  2. Collaboration: Product and support teams often work in silos, failing to share knowledge and best practices, which leads to extended repair times and degraded performance. The AIMS Sustain Engineering Platform (ITSM++) integrates service management and tool stacks optimized for digital environments.
  3. Complexity Management: Knowledge transitions often fail to capture the complexity of digital platforms, leading to lower adoption and increased troubleshooting time. AIMS fosters collaboration across teams to resolve complex multiservice incidents, reducing response and resolution times.
With Publicis Sapient’s AIMS offering, you can:

What Sets Publicis Sapient Apart?

We help you maximize the value of your data to improve business strategies, grow customer engagement, and drive better outcomes by:

How We’ve Made an Impact

Large U.S. Beverage Company

Transformative Solution: Business Impact:

Canadian Supermarket Chain

Transformative Solution: Business Impact:

Global Auto Manufacturer

Transformative Solution: Business Impact:

Let’s Connect

Saket Singh
Senior Vice President, Application & Infrastructure Management Services
saket.singh@publicissapient.com

Shriram Iyengar
Vice President – Business Development, Application & Infrastructure Management Services
shriram.iyengar@publicissapient.com

Praveen Dehury
Solution Lead, Application & Infrastructure Management Services
praveen.dehury@publicissapient.com

For more information, visit publicissapient.com/solutions.

Why Publicis Sapient

Publicis Sapient is a digital business transformation company. We partner with global organizations to help them create and sustain competitive advantage in an increasingly digital world. We operate through our expert SPEED capabilities: Strategy and Consulting, Product, Experience, Engineering, and Data. Combined with our culture of curiosity and deep industry knowledge, this enables us to deliver meaningful impact to our clients’ businesses by reimagining the products and experiences their customers truly value. Our agile, data-driven approach equips our clients’ businesses for change, making digital the core of how they think and what they do. Publicis Sapient is the digital business transformation hub of Publicis Groupe, with 20,000 people and over 50 offices worldwide. For more information, visit publicissapient.com.