| Application Management Services |
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In recent years, the complexity of the application environment that supports financial services businesses has increased manifold, making its management cumbersome and costly. Applications may run slow and unreliably, diverting scarce financial and human resources from more strategic business initiatives and limiting productivity of users. Successful enterprises are those that have a holistic and integrated approach to optimizing application environments to produce a stable, scalable solution.
NuWare’s application management services enables financial services clients to reduce IT costs and have applications managed at measurable levels, so allowing them to focus on mission-critical, value-creation business activities. We offer a suite of services tailored to handle management and maintenance phases of application support life cycle. Managed services are designed to reduce business risks by protecting critical business applications from negative effects of application failures.
Call Support
First level
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Receive calls from end users - either actual phone calls to the support desk or support requests logged into a help desk application. |
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Log call details in the call-tracking tool - only applicable when the call has been received via telephone. |
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Analyze call details - calls are analyzed to understand the nature of the call. This analysis also taps into the knowledge-base built up over a period of time to rapidly resolve calls. |
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Provide solutions - the solution is identified and the delivery of the solution is agreed upon. |
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Escalate issue to next level of support - calls are escalated to the next level when the issue cannot be resolved in house. This will require negotiation of the call priority with the call initiator. |
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Co-ordinate with next level of support to resolve call - following up from above, this step ensures that the call is closed within agreed parameters. This is significant when the next level of support is the software vendor. |
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Track call to closure - all calls initiated are tracked to closure. Service level agreements will require that there are no open calls in a specified period. |
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Second level |
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Receive call details from support centre - the second level support team receives the call information from the first level support team. |
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Simulate issue - in order to grasp the actual issue, the problem is simulated to understand its impact on the entire application. This step enables engineers to realize larger impacts and helps them plan for long-term resolution for the problem. |
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Identify problem |
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Resolve problem through workarounds |
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Third level |
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Provide point patches for Severity One issues |
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Analyze Open Service Requests |
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Make releases/patches of software to predetermined schedules |
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Documentation management |
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Application Administration and Monitoring:
Application Management begins with automation of administrative tasks, proactive monitoring to uncover and isolate problems before their occurrence and ongoing maintenance. NuWare’s team can liaise with application vendors for problem resolution support and to implement vendor provided fixes and releases.
Application Problem Resolution:
Receive and process support tickets from service help desk and maintain ownership till resolution. This includes answering queries, correcting errors and providing short-term workarounds to quickly restore operations.
Application Enhancements:
Existing applications can be further refined, optimized and enriched through a Change Management Process.
NuWare offers different levels of application management tailored to enterprise requirements.
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Full Application Management Outsourcing |
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Selective Application Support: Choose applications to be managed by NuWare. |
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