Application Support
Once an application is delivered our clients often struggle to provide the level of application support demanded by their users.
In to order address this Aiimi offers a focused application support service, which can be tailored to meet the demands of each organisation. This includes:
- Application level monitoring of key services, logs and trace files to track availability, enable fast, pro-active resolution of service outages.
- Monitoring of application level objects and data flows within a lifecycle model to track functional availability and fast pro-active resolution of functional incidents and problems.
- Capacity planning and performance reporting to ensure resources consumed by application workloads are trended and adequate capacity is planned for.
- Service level reporting on monitoring metrics to ensure service levels adhere to agreements.
Remote Administration
In this day and age the maintenance of a full function, skilled support desk for each of the IT platforms in place within an organisation can be both costly and difficult to maintain.
Aiimi offers its clients an alternative solution through the provision of a remote support service. Within this we offer:
- ‘Black box’ application monitoring for improved resilience, resource usage trend analysis and pro-active warnings and alerts.
- Service desk operating as a principal point of contact providing remote support within standard office hours or on a 24 x 7 basis.
- Incident and problem management with an emphasis on pro-active problem management to minimise incident recurrence.
- Escalation of issues to application vendors for 3rd level support.
- Execution of regular application administration and maintenance tasks within a change management process to ensure stability, resilience and performance.
- Management and control of non-production environments including patch management.
- Service level reporting to ensure service levels adhere to agreements.
