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Date:Location:
Application Support Services
Contact: Craig [email protected]: the.business1
3 May 2014Johannesburg, ZA
Date:Location:
ABOUT SSDESIGN“THE FUTURE IS TODAY!”
Contact: Craig [email protected]: the.business1
3 May 2014Johannesburg, ZA
Date:Location:
APPLICATION SUPPORT SERVICES
“A BRAVE NEW I.T. WORLD”
Contact: Craig [email protected]: the.business1
3 May 2014Johannesburg, ZA
SOLUTION STRATEGY
SUPPORT FLOW
VISION FOR PRODUCTION SUPPORT
Contact: Craig [email protected]: the.business1
Support Leads / Managers Support Leads /
Managers
Support Leads / Managers
TRANSFORMING PRODUCTION SUPPORT
METRICS – MEASUREMENTS AND REPORTING
SAMPLE DASHBOARD
ROLES AND RESPONSIBILITIESLevel of Support
Responsibilities
L1 Support Team - Involve in resolving the issues at first level- Refer Knowledge Database and resolve the issue- Interact with third parties to resolve third party related issues (based on
agreement)- Update resolution status in Ticketing System- Assign incidents to L2 team for unknown issues- Monitor the incidents
Second Level Support (L2)
- Involve in analysis and resolution for unknown/new incidents and Problem Management
- Analyse the unknown/new issues to identity solution- Implement Work Around / Data Fix / Configuration Issues- Assign the incident to relevant Level3 team with resolution and impact analysis
details for code/data fix- Perform Sanity testing on the Fix provided by L3 Team- Update the status in Remedy - Update Known Error Database - For critical or repetitive incidents, create problem record and perform root cause
analysis to identify permanent solution.- Perform trend analysis and involve in preventive maintenance to perform tuning,
code restructuring and other efforts to improve the efficiency and reliability of the supported application
Third Level Support (L3)
- Implement code change or data fix - Complete the code/data fix for incidents and unit testing - Support testing team in System Testing- Support for SIT & UAT- Follow agreed Change, Configuration, Release management and Deployment
processes for all application related changes- Suggest for application performance improvement Contact: Craig Geswindt
[email protected]: the.business1
SUPPORT @ SSDESIGN
Process&
Methodology
Tools, Technology &
Infrastructure
Providing support for Multiple tools and processes
Incident mgmt, virtualization, Release mgmt, server mgmt
Content creation, localization, Build engineering, automated deployment and publishing pipe
Providing SLA driven support Penalty - Bonus based Service Delivery Complete Service Health Transparency
– Metrics Reporting, Dashboards & Trend Analysis
SLA ManagementFramework
&Reporting
Services
IntegratedDeliveryModel
Engagement & Project
Governance
Senior Management Commitment Defined Escalation Hierarchies
Office across Multiple countries Local Presence in SA Using Various Tools like Shuttle ,Fiddler ,
IMC, Longhorn ,Site scope ,UTS,MS BUILD ,POWERSHELL, TFS, HYPER V , Epiphany 6.5,Light Speed , Gopher ,Octopus ,Clog ,
Orca etc
Alignment , CMMi Level-7 consultancy, ITIL, 6-Sigma
Enabling L1 / L2 Continuous incremental improvement
Seamless Information Flow across different Tiers Providing Support across High Governance
Contact: Craig [email protected]: the.business1
