Application Management
From planning to support
diva-e not only offers technical expertise, but also cutting-edge IT facilities. Our in-house datacentre in Frankfurt am Main is the perfect home for your data. We offer e-commerce and content platforms using corporate or bespoke software and 24/7 support throughout the entire lifecycle.
- Our service: IT applications for digitisation
Your business' digital transformation is complex and mission critical. It places high demands on your internal resources. Diva-e allows you to focus on important key areas. We develop digitally-driven business transformation strategies for marketing, sales and service and help you adapt your legacy IT landscape to the new digital applications.
diva-e takes over the operation of your new IT applications for digitisation. On-premise, in our own, cutting-edge diva-e datacentre in Frankfurt am Main. Vertically integrated:
Application Management and IT Operations Management from a single source. Some of the services we offer:
Operation of CMS platforms
Operation of Intershop platforms
Operation of SAP Commerce Cloud
Our tools: in-house datacentre
diva-e offers highly available, standardised (ITIL based) operations with SLAs covering the entire lifecycle of its e-commerce and content platforms. This includes rollout and migration as well as DevOps deployments.
With years of experience, our operations team use our own datacentre. Connected directly to international carriers and the world's largest internet nodes, we offer colocation, managed hosting services and DDoS protection with the highest standards of availability, scalability and security.
ERROR PRIORITIZATION BY SLA
In Application Management, faults are prioritized according to a fault class. Troubleshooting of the actions is initiated according to the service level agreement. As a rule, the service level agreement (SLA) includes all information about the time and scope of services as well as the provider's response time and availability. An on-call hotline is available around the clock for the service level agreements and 24/7 service packages. diva-e's service structure is integrated into the customer's organization. The service provider takes over the application management of the system environment on behalf of the customer. The figure shows a schematic diagram of diva-e's service structure.
Two ways of working in application management
Basic Application Management includes all activities that are routinely and continuously or regularly performed to keep the system running stably. Also included are all emergency work required to eliminate problems. Contractually, these components are compensated with a monthly flat rate. This means that the service provider can act immediately and comprehensively in the event of malfunctions or incidents (in accordance with the specifications made in the T&T project).
All tasks that are to be performed only sporadically, infrequently, or upon request are referred to as extended services in Application Management. These services usually lead to changes. The 24/7 on-call service is booked separately and can be ordered for the resolution of incidents in error class 1.
- 1. Basic Application Management
- 2. Extended services in Application Management
Basis Application Management includes all technical and process basis services for the operation of the application. The central task of Basis Application Management is incident management and the regular operation of the systems.
Due to the complex interaction of the technical systems, which may be under different responsibilities, the services of the SLA must be defined differently.
The focus of the work is on the prevention and early detection of incidents. You can recognize perfect basic application management by the very low number of incidents.
Help Desk and Service Desk as single point of contact for key users of the customer include the provision of the ticket system with up to five dedicated user accounts. Reported faults are prioritized according to their fault class and the measures required for fault clearance are initiated.
Fault qualification, prioritization, initiation of measures
Support by phone, e-mail, web during the agreed service hours of the service desk
Lifecycle management for tickets
On-call service according to the agreed service level
Service Level Reporting, including scheduled reports on new/open/resolved incidents.
The aim of incident management is to eliminate faults or impending fault conditions as quickly as possible and to minimize the impact on the end user. Root cause analysis is not part of incident management.
Maintenance of platform components such as web servers, application servers, database servers and management systems. Optimizations to the systems and major updates are mapped via Change Enablement.
Coordination of the data to be backed up with the client and configuration of the necessary processes and monitoring together with the platform operators. A recovery test takes place once a year.
The accessibility of the platforms from outside is monitored regularly and an alert is triggered in case of unavailability.
The extended services of Application Management are usually planned, estimated and individually released or requested by the customer. It is a good idea to contractually agree a certain contingent of hours or days in advance to make billing easier.
The following extensions are charged on a time and material basis. The agreement and definition of responsibilities are done within the T&T project. Arising expenses will be estimated on tickets.
If changes are made during incident processing in an emergency (e.g., through rollback or even workarounds), the focus is on quickly restoring the availability of the system. A controlled change alters the system by removing planned bugs or providing new functionality in new deployments. Changes can also increase operational availability.
Maintenance and adjustment of configuration parameters Maintenance of system jobs, export and import interfaces Continuous maintenance for software components used to operate the platforms
The goal of Problem Management is to minimize adverse effects on service quality and availability caused by one or recurring incidents. As part of problem management, the causes of incidents are analyzed and suitable measures are initiated via change enablement. In this way, a lasting improvement in the corresponding performance is achieved.
The aim of change enablement is to manage and implement changes to the application, management systems (e.g. monitoring, delivery) or other contractual services in an orderly process. This also includes controlling the hosting partner and other service providers as required.
Processing of all requests (e.g. information, consulting) and defined standard changes that are not covered by Change Enablement (e.g. provision of access).
Maintenance and adjustment of configuration parameters Maintenance of system jobs, export and import interfaces Continuous maintenance for software components used to operate the platforms
Restoration of data in the various environments (DEV, UAT, PRD) on the platforms used in the event of incidents, at the request of the customer or the development project. Changes to the backup mechanism as a result of further developments of the project are understood as a change and are also billed according to T&M.
Application of platform security patches and hotfixes. The rollout of security patches and hotfixes is determined in coordination with the customer. Further 3rd level support is provided by the respective providers and the application provider (development service provider) and is not part of this contract. If desired, coordination can be provided by Service Delivery Management as part of the extended application support.
Support deployments when they are executed by the development project or execute deployments directly by Operations.
Logging of relevant parameters of individual system components such as CPU and RAM blanking, IO and network throughput and storage capacity. Technical operating parameters are measured continuously and can be provided after coordination. BusinessValues monitors can also be provided in coordination with the customer.
In the event of emerging bottlenecks from the extended system monitoring, the customer is informed in good time in order to be able to react before they affect production operations.
System hardening and security checks for the platforms and their components. Evaluate security related issues on a regular basis. Provision, configuration and maintenance of security-related tecSystem hardening and security checks for the platforms and their components. Evaluate security related issues on a regular basis. Provision, configuration and maintenance of security-related technical infrastructure and patches.hnical infrastructure and patches.
At the customer's request, business continuity plans can be created for the procedure in case of disruptions to minimize the impact of disruptions on all stakeholders and business processes. The plans can be created beyond the application in collaboration with the customer and other service providers.
Error Classes and Response Times
Response time and recovery times define the strength of the service level. Faults are classified according to fault classes with corresponding priorities.
diva-e is your professional AMS partner
We support you in business-critical processes and systems with highly qualified employees and keep your back free. We are specialized in the operation of individual Java and PHP applications and the following standard products. In some cases, we can offer significantly better service levels for these than those mentioned above:
Standard products
The valid execution of backup runs is in the hands of the platform operators in PaaS offerings. Care must be taken to ensure that the corresponding PaaS offerings contain appropriate clauses for access to the documentation of these runs.
The cost drivers of application management services are the required service level (the shorter the response and resolution times, the more expensive) and the complexity of the overall system (the more individual systems and interfaces have to be operated and monitored, the more expensive). We will be happy to provide you with an individual offer.
Cost pressure is increasing, software is becoming more and more complex, and market requirements are constantly changing. Companies are therefore faced with an increased need for action in application management. Outsourcing the management of enterprise cloud services and applications offers companies several advantages. When the entire lifecycle of an IT application is handed over to a reliable service provider and AMS experts such as diva-e, companies can once again focus on their core competencies. diva-e takes over the development, operation and maintenance of the applications and thus ensures security and optimal performance of the digital projects.
Support usually only helps the user, but does not deal with the software itself. While support provides answers to customer problems and questions, application management is dedicated to the entire lifecycle of an IT application.
ITIL is the abbreviation for "Information Technology Infrastructure Library" and the name for a framework developed for the control, coordination and management of services.
