With our enterprise Application Managed Services & Support, you have teams of experts ready to react to any system, software or technical incident.
But our AMS solution is not merely reactive, it is proactive. We perform daily system health checks and ongoing management to ensure our teams perform as promised.
ICCG Takes Holistic Approach to AMS
— from Helpdesk to Critical Incidents
Our enterprise AMS offering is structured to immediately deliver the appropriate level of response to each functional or technical incident. Not only is the escalation process built in, ICCG assigns each customer a dedicated Service Level Manager who keeps the customer informed throughout any escalation.
Level 1. If the customer wants ICCG to handle Helpdesk requests from end users, ICCG will provide Level 1 Support. Level 1 Team members evaluate the seriousness of each incident reported by an end user, as well as alarms raised by monitoring tools, take care of minor incidents and route anything more serious to the AMS Service Desk.
Level 2. ICCG’s AMS Service Desk is the customer’s single point of contact for requests and incident reports. New incidents are evaluated by the Level 2 Team, which staffs the service desk and handles common process issues and software incidents for which there is a known solution.
Level 3. When the incident is potentially critical, requires deeper technical analysis, or raises a development issue, the Level 2 Team routes it to the Level 3 Team, which is comprised of application specialists. Among the high-level capabilities of Level 3 Team members are applying application patches released by the software vendor, supporting custom modifications and interfaces, as well as system and database administration.
ICCG's AMS Offering
Technical Support
- Application Patch Management
- Maintenance of Modifications
- Database Administration/Corrections
- System Administration & Maintenance
- User Administration
- Daily System Checks
Functional /Technical Management
- Ad-hoc Days Services Requests
- Non-Warranty Support (re: how to)
- Enhance Requests (ER)
- Health Checks – Business Process Audit
- Health Checks – System Audit
- On Site Support
- Customized Services
- Extended Hours
Service Management
- Incident Management
- Service Quality Management
- Service Level Management
- Service Performance Monitoring and Reporting