Our Application Management Services practice focuses on the administration, maintenance and enhancement of our clients’ applications. Using our Support Centers, we are able to adapt our clients’ applications according to their needs in a flexible and agile way. 

Our Application Management leverages our:

	Computing Centers: offering Hosting and Infrastructure Support (Servers, Networks, Operating Systems, Databases)
	Service Centers: helpdesk assistance for final users and resolution of support requests regarding infrastructure, applications or business processes.
	Excellence Centers: a group of experts organized by technology platform and business process that handle support inquiries as well as maintenance and scheduled enhancements to the application ecosystem.

The services available through our Support Centers include:

Computing Centers

	Infrastructure set up.
	Infrastructure problem resolution.
	Capacity and performance analysis.
	Infrastructure upgrades installation.
	Data support and backup.
	Disaster preparedness plan.

Service Centers (Helpdesk)   Applications support

	Creation of support scripts for knowledge database.
	Login password reset.
	Support services for the business operations areas.
	Remote installation of authorized software.
	IT asset management.

 Excellence Centers   Assessment and resolution of application or integration problems

	Root cause analysis.
	Minor improvements to the systems.
	Failure assessment and data maintenance support.
	Recommendations for reducing the number of calls and support costs.

 Metrics and Reports   Abandon rate

	Average speed of answer.
	Average handle time.
	Blockage.
	First resolution rate.
	Self service availability.
	Service levels.
	Infrastructure utilization (processor, memory, hard drive, etc)
	Infrastructure and applications availability.

 If you would like more information, please contact us or call the office nearest you.