Our support service adopts a methodological approach ensuring that we gather the information necessary to gain a clear understanding of your implementation, whether or not we have been involved prior to the support engagement.
We spend time understanding exactly what the solution concerned is used for and built from, create a database of its component parts and their interrelationships, and then we wrap those databases in an ITIL based process.
The purpose of the Solution Audit is to establish the status quo; what the solution is for and what it is built from. It is a consultative process that collates information that will be used to build a System Catalogue.
The System Catalogue takes the data collated from the Solution Audit and publishes it in a solution-specific Configuration Management Database (CMDB). This enables both parties to any contract to definitively agree what is to be supported by the Service Support Process. It is signed off by Apto Solutions and by you.
Once the System Catalogue is defined, we can apply our Application Support Process.
Our support is built on the Service Support discipline of ITIL. We act as a Service Desk for the application, usually providing 2nd and 3rd level services, typically comprised of the Management of four key functions
- Incident Management – focussed on restoring normal service operation
- Problem Management – the identification of related Incidents, worthy of investigation
- Change Management – the permanent resolution of Known Errors
- Release Management – the process by which changes are introduced to the normal service