As a full service provider, ESG offers support to you after go-live. We deliver a range of support offerings from database performance tuning assistance to full application management support. Our Operations & Maintenance (O&M) team will work with you to build a sustained support model to meet your specific system and usage requirements.
ESG’s O&M team offers an Application Maintenance Framework that includes the following:
»
Help Desk Support (Functional/Technical) – ESG is responsible for solving all Help Desk tickets. The nature of issues could be infrastructure related, functional or technical support with interfaces, online data issues, reconciliation, audit, security, etc
»
Performance Tuning – can be Application Related tuning or Database level tuning. Application tuning would involve tuning programs in order to maximize the efficiency of processing. Database tuning would involve assisting with changing parameters at the database level
»
Application Maintenance and Technical Break/Fix Support – Unexpected system performance can result in a patch fix to be made to the program.
»
Batch Processing and Interface Management Support – we monitor processes on a 24x7 basis. A Master Batch Scheduler document is maintained that describes a complete history of every Job/Process that is executed according to the defined schedule (daily, weekly, monthly, etc.), Recurrence intervals, Run Controls, approved changes as requested by business owners and Help Desk ticket #. This information is meticulously maintained to track all changes made for any reason.
»
Business Users – Business users of applications also have privileges to execute ad hoc processes in production. We assist with this activity in cases where support is requested or becomes necessary due to an anomaly with the execution.
»
Minor Enhancement/Development – for features that are not standard and delivered by the application, customizations or enhancements need to be made to the system. ESG performs customizations on all the products/modules as per business requirements.
»
Security Maintenance – Application Security administration is performed by the Security Administrator who creates or modified Roles/Permission Lists as needed.
»
Table Maintenance – when there is need for data to be fixed (in the tables) at the database level, data fixes are designed.
»
Overall System Monitoring, Support and Maintenance – this can include: WebSphere Administration & Upgrades, Tuxedo (AppServer) Administration & Upgrades, PeopleTools Administration & Maintenance, Upgrades and Patches, Application Patches, Application Monitoring – Performance Monitoring and Process Monitoring, Running Data Fixes, Database Monitoring & Database Refreshes, Autosys Scripting, Alerts Scripting, and UNIX Scripting.
For more information on our Managed Services solution, please fill out our contact us form or call us at 703.263.1530.
