Extended Application Management Service
The diva-e AMS team ensures safety and performance
Application Management Services allow digital projects to be operated stably and efficiently. In order to offer you a professional Application Management Service, our operations team and application managers take a close look at your IT applications and keep an eye on all individual specifics. This is the only way we can quickly and correctly classify error messages such as "The payment process is not running in Mexico" and optimize the software in the long term. The diva-e team is the customer's "single point of contact" for all questions relating to your application landscape and the technical operation of business-critical projects.
Extended Application Management Service in detail
The extended Application Management Services are usually planned, estimated and individually approved or requested by the customer. It is advisable to contractually agree a certain number of hours or days in advance to make billing easier.
The services are charged on a time and material basis. The agreement and definition of responsibilities take place as part of the transformation project. Any expenses incurred are estimated on tickets.
If changes are made in an emergency during incident processing (e.g. through roll-back or workarounds), the focus is on quickly restoring the availability of the system. In contrast, a planned change (or deployment) changes the system functionally or increases supportability.
The goal of Problem Management is to minimize adverse effects on service quality and availability caused by single or recurring incidents or to prevent the occurrence of incidents altogether. Within the scope of Problem Management, the causes of incidents or potential disruption points are analyzed, and appropriate measures are initiated through Change Enablement. This ensures optimal operational stability of the respective service.
The aim of Change Enablement is to manage and implement changes to applications, management systems (e.g., monitoring, delivery), or other contractual services in an organized process. This also includes overseeing the hosting partner and, if necessary, other service providers.
Processing 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 in the operation of platforms
Restoration of data in various environments (DEV, UAT, PRD) on the platforms used in the event of incidents, at the request of the customer or the development project.
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 provider of the application (development service provider) and is not part of this contract. If desired, coordination can be provided as part of the extended application support by the Service Delivery Management.
Support deployments when they are executed by the development project or execute deployments directly by Operations.
Setting/adding additional monitoring sensors, adjusting threshold values and alarms, individual reporting on parameters based on customer requests or the requirements of the development project.
Logging of relevant parameters of individual system components such as CPU and RAM utilization, IO and network throughput and storage capacity. Technical operating parameters are measured continuously and can be provided after coordination. Business values monitors can also be provided in coordination with the customer.
In the event of emerging bottlenecks detected through the System Monitoring, the customer will be promptly notified to proactively respond to potential impacts on production operations.
System hardening, fulfillment of security requirements, implementation of security mechanisms, audits and certifications.
At the customer's request, Business Continuity plans can be created for the procedure in case of disruptions to minimize the impact on all stakeholders and business processes. The plans can be created beyond the application in collaboration with the customer and other service providers.
