Application and System Management services

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1 Application and Management services

2 Offer Modular approach to sales Flexible provisioning Tools and methodology ervice Management Dedicated team ervice Level Agreement 2

3 Areas of intervention and types of service Application Management Custom application Corrective Maintenance Routine maintenance Progressive maintenance Application Maintenance M Appl. Platform Database Basic W HW & Network Monitoring Administration Help Desk level 1 Help Desk level 2 Application Operation Management Management 3

4 Methodology tart-up Pre-implementation Implementation Acceptance Provision Definition of roles and processes Application documentation Procedural and scope documents First draft of LA First draft of Report Management in best effort mode Definitive LA Incident Application Implementation Corrective Maintenance W Change Requests Reporting Procedural templates Documentation checklist Recompilation of documents on basis of checklist Versioning launch Reporting templates 4 Management environment, incident and change tracking Availability environment Monitored parameters checklist Application process monitoring tools Critical path monitoring tools LA Management tool Report presentation environment

5 Request creation Troubleshooting and reproducibility checks Notif y HD PL? yst em fault? HW malf uncti on? Net wor k malf uncti on? Appl icati on malf uncti on? Closure of intervention A M O H D P L D M D M HDPL notified troubleshooting HW troubleshooting Application intervention request Installation in testing Cha nges appr oved? Installation in production AMO (with possible participation of A and IP) W rest ore Network A H W D I P M Tools Atlas Reply uite Visualizza gli Incident (1-8 / 8) [ tampa il report ] [ 1 ] Aggiornato Priorita' ID istema tatus Titolo BP Chiuso Processo Alert erver 05 (c.valla) non funzionante 15:35: BP Grafici intraday indici 04 fermi 14:45: BP Grafici fame intraday 04 errati 14:41: BP Feedback 24 Mancano due BOT 16:19: BP BP 22 manca un CW 15:52:38 22 Multex BP 11:17:33 Application documentation Procedures for implementation Incident BP BP posta Incidents 21 12:20: :29:28 Mancano due Covered Mancano delle obbligazioni Incident and change tracking Availability Document Repository Monitoring Uptime ummary Name Uptime % Error % Warning % Last Url (controllo DB e A) good Measurements ummary Name Measurement Max Avg Last Url (controllo DB e A) round trip time sec sec sec BTC BTB 60 BP 40 T RAW (Reply Application Watchdog) Reporting 0 Time totale in ambito 8:57 AM (231) (82) 9:07 AM 9:17 AM 9:27 AM 9:37 AM 9:47 AM 9:57 AM 10:07 AM Round Trip Time fuori nc ambito (26) (123) sec sec sec sec sec sec sec sec

6 Management Operation Centre (MOC)...always available, always functional, always... Monitoring console and remote service centre ervice capacity 24/7 365 days a year Connection to client / partner data centres Application monitoring tools Events correlation console Report Help Desk monitoring tools Capacity planning tools Data analysis tools TT tools 6

7 Management Operation Centre ervices Operation Management ervices Monitoring Incident Management Administration Troubleshooting Reporting End user transaction Monitoring Log Monitoring ession monitoring Process monitoring Alert handling Ticket assignment Ticket Ticket escalation Data fixes Backup / restore Patch Production upport Operation Application Deployments Diagnostics Problem Identification Root Cause Analysis Problem Resolution Ad hoc reporting Parameters and frequency Real Time reporting 7

8 Thanks

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