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Range of Support Services

A description of the range of the service content is set out below, although it can be customised to meet the specific needs of each client according to individual requirements.

Application Support

• Application performance analysis.
• Application design recommendations.
• Physical database design recommendations.
• Physical database design implementations.
• "How to?" support for application development teams on a wide range of issues.
• Implementation of logical and physical database requests.
• Program migration between environments.
• Develop, enhance or implement program quality assurance processes and procedures.
• Develop processes for application data refresh exercises.

Systems Management

• Develop and implement systems management processes and procedures for effective implementation of the required solutions.
• Management and specialist consultancy on the various database management systems, operating system environments and related components of the following products:
  • z/OS, VSE/ESA
  • CA-Datacom family of products,
  • DB2 family of products
  • CICS
  • UNIX & Linux administration
• Implement a proactive approach to systems management by constantly reviewing Hiper (critical) and site specific product solutions.
• Version level upgrades would be the subject of a separate agreement and dependent upon the individual client environment.

Problem Management

• Identification, resolution and documentation of critical problems providing 1^st and 2^nd level technical support on issues relating to the overall reliability and availability of the respective environments.
• The ability to effectively and efficiently develop critical work-a-round solutions for identified problems ensuring business continuity.
• Ownership of problem incidents, monitoring, tracking and regular communication with respective suppliers on behalf of the customer.
• Co-ordination of problem management issues with the relevant application support teams. (What, When, Why, How, Solution)
• Database forward or backward recovery as and when required. Consultancy provided on best way forward should any form of recovery be necessary.
• Completion of extensive software component testing whenever changes are implemented throughout the respective environments.
• Proactive problem management and trend analysis.

Change Management

• Develop and implement change management processes and procedures for the effective implementation of change requests.
• Managing the risk and associated impact on behalf of the customer.
• Environment management, which includes administration and consultancy of the assembly or implementation of various software configuration tables.

Environment Performance Tuning and Management

• Performance monitoring of the operating system and system software components.
• Proactive management to ensure resources are maintained at a level that meets the customer requirements.
• The set-up, collection and analysis of statistics for performance tuning purposes.

Database Performance Tuning and Management

• Overall database system specific monitoring.
• Understanding and proposing changes to general operating system configurations to improve performance of the respective database environments.
• Implementation and monitoring of regular database housekeeping processes and procedures.
• Set-up, collection and analysis of statistics for performance tuning purposes.

IT Service Continuity

• Design and execution of disaster recovery (DR) processes and procedures relating to the database environment.
• Management and support for regular DR exercises. Activities range from full database recovery to specific 2^nd level support for application teams.
• Full testing to verify disaster recovery database environments.
• 24 x 7 availability during the whole exercise.

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