Application Managed Support
Replace the reactive, ‘break-fix’ model of support with a proactive program of monitoring, maintenance and continual improvement across your asset information ecosystem.
Optimise system performance with timely and knowledgeable help when you need it.
Our goal is to ensure your asset management systems deliver the same standard of performance that you expect of your assets themselves – minimal unexpected downtime and a strong return on lifetime investment. Application Managed Support is how we deliver.
Under COSOL's Application Managed Support packages, we assume the day-to-day responsibility for a defined set of services across supported applications and environments – from getting you back up and running when things go wrong to fulfilling simple service requests and actively monitoring for performance exceptions. Authorised staff from your organisation can then contact our Service Desk to raise incidents, problems or service requests, which are delivered within agreed service level targets.
COSOL has over 20 years of support service experience working with a range of organisations, technical environments and industries. Our experienced, technical support team extends the capabilities of an organisation's own team with on-demand assistance with:
- end-user support requests
- system troubleshooting and problem-solving
- installation and deployment
- patching and updates
- system health assessments
- licence use analysis.
Support That Spans The Asset Information Ecosystem
By supporting the environment as a whole, rather than isolated applications, we can better diagnose and resolve issues and work towards realising improvement opportunities.
Components of the supported environment typically include:
- Enterprise Asset Management (EAM) applications such as IBM Maximo / MAS
- Enterprise Resource Planning (ERP) applications such as Hitachi Ellipse and SAP
- Geographic Information Systems including the Esri ArcGIS stack
- Geocortex Middleware such as FME and WebMethods
- Mobility platforms such as EZMaxMobile and Maximo Mobile
- Data Management support for your proprietary software solutions.
Tailor Support Inclusions
COSOL’s Application Managed Support is a flexible service package that can be tailored to the unique needs of each client organisation and their business model. We start with a discovery and planning phase prior to proposing a customised service package that can include any of the following:
- Service Desk: Centralised 24x7 service desk with monthly reporting
- Event Management: Proactive monitoring and management of supported applications and environments
- Incident Management: Pool of expert resources to restore your service based on SLAs
- Problem Management: Resolution of identified problems using problem management processes
- Request Fulfilment: Standard service requests as defined and agreed
- Continual Service Improvement: Performance management, maturity assessments, strategy, process and innovation.
High-level technical support can be provided via phone/video conference, onsite or email (if appropriate) or as agreed with the client.
ITIL-Aligned Performance
Our Application Managed Support is an ITIL-aligned technical support service that helps asset-intensive organisations achieve and maintain a high-performing asset information ecosystem.
Support agreements can include Level I, II or III support for when your team needs assistance with implementation, technical troubleshooting, patches/upgrades, report development or general system administration.
Using the ITIL framework, COSOL's Application Managed Support is governed by a Service Level Agreement that provides accountability of performance against established targets.
This includes:
- hours of support, roles, responsibilities, accountabilities and priority definitions for all the services being provided.
- a monthly Service Desk report providing accountability against the agreed service levels.
TEAM COLLABORATION
Shared knowledge and experience with access to COSOL's highly specialised skills 'on-demand', rather than on your payroll.
MITIGATE RISKS
Reduce the financial risks associated with unexpected downtime and slow response to critical incidents.
FLEXIBILITY TO SCALE
Scale up or down quickly and easily as your business needs dictate.
RELIABLE ALWAYS-ON SERVICE
Continuity of service to agreed levels regardless of annual leave, overtime or competing priorities.
TRANSPARENT REPORTING
Service management tool monitors performance and monthly reporting keeps teams accountable to the Service Level Agreement.
PREDICTABLE COST
Low capital outlay with predictable monthly costs.
GUIDE TO APPLICATION MANAGED SUPPORT
Learn more about the structure, standard inclusions and delivery approach of COSOL's Application Managed Support services.