Sustaining Value After Engineering Transformation: Application and Infrastructure Management Services (AIMS)

The Challenge: Value Erosion After Transformation

Digital business transformation is a significant investment—one that promises agility, innovation, and measurable business value. Yet, for many organizations, the greatest risk to that investment comes not during the transformation itself, but in the months and years that follow. Studies show that up to 95% of digital transformation initiatives fail to achieve their objectives, with the steepest drop in value occurring after the initial implementation phase. This post-implementation value erosion is driven by several factors:

Loss of critical knowledge as transformation teams hand over to internal IT or third-party support
Siloed support structures that separate product and operations teams, reducing collaboration and responsiveness
Lack of continuous improvement as focus shifts from innovation to maintenance
Inadequate performance monitoring and automation, leading to slower issue resolution and missed opportunities for optimization

The result? Organizations see diminished returns on their digital investments, slower time-to-resolution for issues, and a gradual loss of digital momentum. The promise of transformation is left unfulfilled.

The Importance of Seamless Handover and Ongoing Partnership

The transition from transformation to steady-state operations is a critical juncture. Too often, the handover process is rushed or incomplete, failing to capture the complexity and nuances of the new digital platform. When the teams that built the system are no longer involved, tacit knowledge is lost, troubleshooting becomes slower, and the business is left exposed to risk and inefficiency.

A seamless handover—one that retains the expertise and context of the original transformation team—is essential to sustaining value. But even more powerful is an ongoing partnership with the team that engineered the transformation. This approach ensures:

Continuity of knowledge and expertise
Faster, more effective issue resolution
Proactive performance monitoring and improvement
Continuous automation and innovation

Publicis Sapient’s Solution: Application and Infrastructure Management Services (AIMS)

At Publicis Sapient, we recognize that the journey doesn’t end with go-live. Our Application and Infrastructure Management Services (AIMS) are designed to sustain and enhance the value of your digital business transformation long after the initial implementation.

Key Features and Benefits of AIMS

1. Knowledge Retention and Continuity

We involve support engineers and sustainment experts during the transformation phase, ensuring they understand the platform inside and out.
A subset of the original transformation team remains engaged post-implementation, preventing the loss of critical system knowledge.

2. Rapid Issue Resolution

The same experts who built your systems are on hand to investigate, diagnose, and resolve issues at speed.
This results in lower Mean Time to Resolve (MTTR) and minimizes business disruption.

3. Proactive Performance Monitoring

We continuously monitor service level agreements (SLAs) and key performance indicators (KPIs), identifying and addressing issues before they impact users.
Regular tracking enables us to spot trends and implement improvements on an ongoing basis.

4. Automation and Self-Healing

Our Sustain Engineering Platform (StEP) overlays your IT service management tools, providing a unified view across your IT estate.
We deploy bots for automation, self-healing, and shift-left strategies, automate cloud provisioning, and proactively monitor business processes and KPIs.

5. Continuous Improvement

By maintaining a feedback loop between operations and engineering, we identify opportunities for optimization and innovation.
Our approach ensures your digital platforms evolve to meet changing business needs and technology advancements.

The Value of Ongoing Partnership

Continuing the relationship with the team that delivered your transformation brings exponential value:

Seamless user experiences for both internal stakeholders and customers
Reduced operational costs through automation and efficient support
Sustained digital momentum—your organization continues to innovate, rather than stagnate
Faster adoption of new features and enhancements

This model allows your business to focus on its core mission, while Publicis Sapient ensures your digital infrastructure and applications remain secure, resilient, and high-performing.

Why Publicis Sapient?

With over 30 years of digital engineering expertise and a global team of 20,000+ experts, Publicis Sapient is uniquely positioned to help organizations not only transform, but sustain and grow their digital capabilities. Our AIMS offering is built on deep business and technology knowledge, proven frameworks for continuous improvement, and a relentless focus on value.

Take the Next Step

The key to maximizing your digital transformation investment is to sustain its momentum. Don’t let value slip away after go-live. With Publicis Sapient’s Application and Infrastructure Management Services, you can ensure your digital platforms continue to deliver, adapt, and create value—now and in the future.

Ready to unlock the full potential of your digital business transformation? Let’s connect.