Application Maintenance of Customer, Package based, technical information systems ruled by Service Level Agreement with guaranteed performance level.

Service components:

• HELP DESK
  
  call center management; calls registration and monitoring
  
  
  
• MAINTENANCE
  
  Operating Maintenance
  
  management of requests related to problems that involve bug fixing, “work arounds”, application configuration changes, but that DO NOT rquire any certification process
  
  Corrective Maintenance
  
  implementation of new customization, bug fixing, update of existing parameters, code optimization interventions that require a certification process
  
  Evolution Maintenance
  
  definition, implementation and roll-out of new functions or modification of existing ones that originate a “major release” needing a software project development with certification process.
  
  
  
• APPLICATION ENVIRONMENT MANAGEMENT
  
  management of hardware and software environment for development, certification and production; installation and configuration of applications testing tools; management of applications software configuration (SCM: Software Configuration Management)




• CERTIFICATION AND ROLL-OUT OF NEWS APPLICATION RELEASES
  
  certification and production roll-out of “bug fixing” and new releases; preparation and upgrade of installation kits; certification of single application (test case, test report) and the integrated solution (included interoperability among applications)