Application Management by diva-e

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 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 technical 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.

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.