With increased complexity and criticality of business applications, Application Support & Maintenance demands a high degree of agility and operational efficiency. We at HCL devised a unique proposition – “Integrated Operations Management Services” which integrates the elements of application support and infrastructure support which in turn are delivered through a common tooling and process framework.
Following are our capabilities in Application Support & Infrastructure operations:
| |
Integrated Operation
|
| |
Monitoring
|
|
Incident
Management
|
|
Administration
|
|
Troubleshooting
|
|
Reporting
|
|
| |
- End User Transaction Monitoring
- Log Monitoring
- Session Monitoring
- Process Monitoring
- Usage Patterns
|
|
- Alert Handling
- SOP Based Resolution
- Ticket Assignment
- Ticket Triaging
- Escalation Management
|
|
- Data Fixes
- Archival/Backups etc
- Master Data Configuration
- Patch Management
- Interface Mgmt
- Production Support Operations
- Application Deployments
|
|
- Interface Issues
- Deployments
- Diagnostics
- Problem Identification
- Root Cause Analysis
- Problem Resolution
|
|
- Ad hoc Reporting
- Parameters & Frequency
- Real Time Reporting
|
|
Services
|
| |
| |
Incident
|
Problem
|
Change
|
Release
|
|
|
| |
| |
|
|
|
| |
- End User Centric Approach
- ITIL Based Service Delivery
|
- Real Time Ops Culture
- Tool Based Approach
|
- Reduced Costs of Operations
- Proactive Performance Management
|
|
|
| |
| |
Packaged SAP,
JDE, BI, Siebel, etc |
|
Bespoke .Net,
Java, ASP, etc |
|
Bespoke .Net,
Java, ASP, etc |
|
OS, DB,
Security, networks |
|
|
| |
| |
Application Tracks
|
|
Infrastructure Tracks
|
|