SSDesign Application Support Services
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The document outlines SSDesign's application support services, emphasizing their proactive monitoring and tiered support structure, ranging from Level 1 to Level 3. It details the processes, responsibilities, and tools used in their service delivery, highlighting a commitment to SLA-driven experiences and continuous improvement. Contact information for Craig Geswindt is provided for further inquiries.
SSDesign Application Support Services
- 1. Date: Location: Application Support Services Contact: Craig Geswindt www.ssdesign.co.za [email protected] Skype: the.business1 3 May 2014 Johannesburg, ZA
- 2. Date: Location: ABOUT SSDESIGN “THE FUTURE IS TODAY!” Contact: Craig Geswindt www.ssdesign.co.za [email protected] Skype: the.business1 3 May 2014 Johannesburg, ZA
- 3. SSDESIGN UNIQUENESS Contact: Craig Geswindt www.ssdesign.co.za [email protected] Skype: the.business1
- 4. Date: Location: APPLICATION SUPPORT SERVICES “A BRAVE NEW I.T. WORLD” Contact: Craig Geswindt www.ssdesign.co.za [email protected] Skype: the.business1 3 May 2014 Johannesburg, ZA
- 6. SUPPORT FLOW
- 7. VISION FOR PRODUCTION SUPPORT Contact: Craig Geswindt www.ssdesign.co.za [email protected] Skype: the.business1 Support Leads / Managers Support Leads / Managers Support Leads / Managers
- 9. PROACTIVE MONITORING – SAMPLE SCENARIO Contact: Craig Geswindt www.ssdesign.co.za [email protected] Skype: the.business1
- 10. ANALYSIS OF TICKETS Contact: Craig Geswindt www.ssdesign.co.za [email protected] Skype: the.business1
- 11. PROCESS - ELEMENTS Contact: Craig Geswindt www.ssdesign.co.za [email protected] Skype: the.business1
- 12. SLA DRIVEN SERVICE EXPERIENCE Contact: Craig Geswindt www.ssdesign.co.za [email protected] Skype: the.business1
- 13. METRICS – MEASUREMENTS AND REPORTING
- 14. SAMPLE DASHBOARD
- 15. ROLES AND RESPONSIBILITIES Level 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 www.ssdesign.co.za [email protected] Skype: the.business1
- 16. 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 Management Framework & Reporting Services Integrated Delivery Model 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 Geswindt www.ssdesign.co.za [email protected] Skype: the.business1
- 17. Contact Us Now: [email protected] [email protected] Skype: the.business1 +27 79 371 5671