Support
ITIL-certified & maximum flexibility - this applies to all our internationally active support staff. For our customers this means: a tried and tested procedure, sound project management and, above all, the best possible service. ITIL is a process-oriented collection of best practices that helps us optimize the efficiency and quality of our services.
Our international orientation enables us to operate across countries, time zones, cultures and languages and to offer different support models. Depending on customer requirements, we put together local, nearshore or offshore support teams. A combination of these is also possible.
At the heart of our support offering is our ITSM-based service model, the components of which are described below:
IT Service Management (ITSM)
IT Service Management is the foundation of our support and deals with the following core questions:
- What are the customer's requirements and objectives?
- Which processes are currently mapped in the system?
- Which processes have to be adapted or newly established in order to achieve these goals?
- How can continuous support within the framework of a Service Level Agreement (SLA) be structured (system maintenance, upgrades, continuous further development, general support, etc.)?
Our customers can rely on the apsolut Help Desk and short response times. The exact type and scope of support are transparently defined in a support contract or within the framework of a support contingent.
Service Transition - Master the continuous change!
The implementation of new requirements and adaptations to existing solutions is covered by apsolut support, as is application maintenance and the adaptation of standard software.
Change management
apsolut offers comprehensive change management, in which the benefits of each change are assessed together with the customer. In this way, potentially negative effects of changes on existing implementations can be avoided at an early stage.
Release & deployment management
In order to protect the integrity of the productive system landscape, we plan together with our customer when which new requirements can be tested and integrated into the productive system landscape.
Test management
Our test management serves quality assurance, is based on templates, and predefined processes. This provides our customers with transparency about all individual measures.
Knowledge management
We provide our customers with detailed documentation for each customisation made by us in customer systems.
In addition, we offer coaching sessions to gain further knowledge in the areas of application development, application customising, and monitoring or to deepen existing knowledge.
Service Operation - Don't let disturbances stop you!
Our international organisation makes it possible to offer round-the-clock operation from different time zones.
Incident management
The aim of our incident management is to restore normal system operation as quickly as possible with minimal disruption to ongoing business operations. apsolut customers benefit from the experience of our employees.
Problem management
In problem management we deal with structural problems that very often occur in the form of recurring incidents. Our team analyses the causes of these deep-seated weaknesses and develops permanent solutions.
Continual Service Improvement - Prepare yourself for the future!
We conduct regular reviews and evaluations in dialogue with our customers. From this, we derive concrete initiatives to deal with identified weak points in a targeted manner. Systems from apsolut customers are already ready today for the challenges of tomorrow!
