As the role of technology in business changes from business enabler to business transformer, the range and complexity of systems and the dependence on them will only increase. Today’s IT organizations must address the need for stability, performance and functionality across an ever-increasing range of legacy, hosted and proprietary systems – and to do so in a way that unlocks system potential without additional cost burdens.
Today’s support challenges demand new models that are not based on resource numbers alone. Teams now need to have a deep understanding of the business, of the ERPs and packaged solutions in play, of ITIL and Agile processes, and of the industry best practices. They also require a deeper level of integration with the ASM & Infrastructure, Development, and Testing teams.
Support requirements at this level are as much about increasing productivity as they are about maintaining/improving the quality of services. While classic SLA models track request-to-resolution metrics, they no longer provide enough actionable value to organizations. Next generation support is moving toward integrated development-test-support KPI environments designed to both track and improve results simultaneously.
With a dedicated Support & Maintenance department, GreenByte has significant and direct experience in the support and maintenance of complex applications, platforms, and solutions – both 3rd party and those developed by GreenByte.
Our experience has taught us that, to be successful, a support program must:
Maintain a well-balanced team of talented and experienced engineers who are professional, easy to work with and strong communicators
Utilize a comprehensive set of tools covering all stages of application support and maintenance, configured and integrated with our clients’ tools
Follow reliable processes, policies and procedures so that resources can be added smoothly, requests, incidents, and tasks can all be performed and tracked closely, and key metrics/SLAs can be continuously monitored and refined
Throughout the entire application life-cycle we provide a range of services including:
Application Assessment and Audit (Architecture, Design, Performance)
Application Support: Incident Investigation, Troubleshooting, and Management
Application Maintenance: Problem Management and Root Cause Analysis (RCA)
Application Enhancement: Request for Change (RFC) Implementations, Functional Uplift
Release and Deployment Management integrated with Application Systems Management, Development and QA services
Preventive and Proactive Maintenance and Support
Application Transition and Consulting Services
Service Management utilizing HP, MS and other 3rd party tools