Key Areas of Shared Services
Level 2 & Level 3 Support
Supporting break-fix, configuration issues and troubleshooting. Level 2 team will handle escalated issues that Level 1 support is not equipped to support OR Level 2 operations can be limited to solving known issues. Level 3 develops new solution to the problems and does major enhancements.
Incident & Problem Management
Goal of Incident management is the speedy restoration of service to normalcy. And with diligent Problem management incidents are prevented from reoccuring and minimizing the impact by doing the root cause analysis.
Preventive & Adaptive Maintenance
Implementing application changes proactively to avoid causing severe issues. Also training the user of the functional changes to keep them informed about the new functions. Application performance and tuning is supported.
Migration & Upgrade Projects
Supporting different system upgrades that need testing in many configurations before being released. Migration of applications to newer version or configuration which can be performed manually or using tool are fully supported.
Enhancement & Development
Implementing and releasing major functional changes in form of Application Enhancements or as new Development Projects based on the business prioritized requirements using client's SDLC processes in their environments.
Fit For Purpose Solution
Supporting any discretionary activities as per Service catalog in the client process and ensuring that it meets every interim or long term goals of their business organization. Service is best valued when the application is rightly fit to use.