What it actually means
Once the project is completed, successfully deployed to real operations and handed over to users, it is necessary to resolve undetected implementation errors or even incorrect entries from time to time. For this reason, so-called post implementation support is needed, which is sometimes called service support. These activities address the requirements for change, so one could say that it is also a further development of implemented systems or applications.
What activities it consists of
By definition, each project is quite unique and its continuation often has similar features.
Generally, we can say that the support deals with areas such as the already mentioned post-implementation, the qualification of support specialists, the frequency of interventions for updates or the so-called bugfix. All these parameters, and many others, need to be considered when defining what the subsequent support should look like.
Our collaboration models include activities such as online customer support in 8x5 or 24x7 mode, training and workshops, impact analysis of planned changes, testing of change requirements, and management of changes in systems.
How we do it
A system development and sustainability plan must exist before support cooperation begins. Based on the results of the project implementation, a suitable "maintenance model" is chosen and subsequently the fulfillment according to this selected model is maintained. It is possible to define certain SLAs that need to be respected in support of sanctions.
All these elements are common practice in our running or even several years old projects where different support models are selected. In general, however, the client has the option to enter tickets directly into our systems, where according to the rules and severity the tickets gradually check in. All this happens under the careful supervision of our client representatives and our support specialists.
However, the above-described does not cover everything and it is possible to agree on a completely different procedure for the implementation of these activities. For example, it is possible to mention the start of post-implementation support on a project that we did not directly implement, but the technological solution allows work to continue without the transfer of original know-how.
It is also possible to take over activities associated with the so-called decommissioning of applications and systems, where it is necessary to ensure that the final shutdown of systems has the least impact on the functioning of the client's business activities or on its reputation. Even such de-implementations were completed by us and we can share our experience.
Project: TMM support
Projects to support the deployment of test and incident management tools for new and running projects by Wuestenrot Czech Republic. After the application was put into operation, it was necessary to implement a number of steps in the form of minor change requests and additional user training.
In this way, we would like to thank Denevy and its specialists for their excellent support and for ensuring of the continuous and trouble-free operation of all our services.
System administrator, Wuestenrot
Project: IT back up BNP PABAVIEBUCH
BNP Paribas' branch and client support included infrastructure and network management for the entire Central Europe, including Eastern European branches. The entire support project was covered by both our partners and our specialists in the regions.
We have found that finding the optimal IT support on the market today is not easy. Denevy has proven itself as a reliable company capable of providing all services according to your needs.
Organizational project manager,
BNP Paribas Cardif Pojišťovna, a.s.