With the Application Maintenance support CONSITEK offers to its customers a continuous high quality service support on the platforms utilized by the business and end users.
With 1st and 2nd level Help Desk service Consitek takes care of the operational continuity of the daily processes supporting the business by coordinating the activities directly with the departmental Key Users or with the IT team.
As part of the Application Maintenance contracts, in addition to the Help Desk service, we offer our customers the process changes and process evolution through ad-hoc customizations of platforms deployed.
The Application Maintenance service is governed with Oracle Netsuite which guarantees an efficient process of taking charge of Service Requests and the correct measurement of the SLAs, giving the customer visibility through access to the customer portal.
" The satisfaction of our users is the key to the success of our service "
SERVICE MANAGEMENT PROCESS
Service Request Submission
Take charge and managing the Service Request
Service Request analysis and ranking:
I Level> support and user training on the use of application and procedures, documentation of procedures, administrative support.
Level II> analysis of the problem, documentation of the cause, bug fixes, data fix.
Application monitoring on integration between systems with a alerts system
Development of minor customizations managed directly within the support service
Monthly report on the performance of the service
The deep knowledge and mastery of Oracle JD Edwards platforms, Oracle Netsuite, DSI, Oracle Iaas, Oracle BI Enterprise, Data Integration and related databases enable our team of experts to achieve maximum effectiveness in analyzing and identifying reported problems as well as in processing the service request.
Thanks to the skills in the various product sectors our customers enjoy:
VERY QUICK RESOLUTION TIME
RESPECT FOR THE CONTRACTED SLA
MINIMUM SERVICE REQUEST BACKLOG
We support our customers in defining projects goals, projects scope and fields of application. Resource planning, identification of risks and project management governance.
IT ASSESSMENT & ARCHITECTURE
We provide support in the design and implementation of new infrastructures for on premise solutions, as well as in the migration plan towards Oracle IaaS.
ANALYSIS AND CONFIGURATIONS OF THE SUPPORTED SOLUTIONS
We analyze the business processes of our customers, document them and configure solutions with the aim of bringing efficiency and effectiveness.
We bring added value, new ideas and innovation to optimize business processes thanks to our consolidated experience at international level in several market sectors.
INTEGRATIONS BETWEEN PLATFORMS
Our specialists have many years of experience in integration of processes in different platforms by using the most modern technologies and tools such as Kettle, Informatica, Webservices, ODI.
DEVELOPMENT OF VERTICAL SOLUTIONS
For some specific sectors, platforms sometimes do not cover some niche processes, in which case new modules or vertical processes are developed to implement the business during implementation projects.
We evaluate the impact on the organization of the introduction of a new platform, we identify the areas, the departments, the roles. Together with our customers we put in place training plans and changes to the tasks of those directly involved.
Training provided on-site at the customer's site or at the operating offices.