Application Management & Help Desk

AM service (Application Management) of PLM Systems provides the customer with an effective and efficient management of PLM application; this service is complementary to the software maintenance, provided by the technology supplier. The AM services annually contribute 45-50% of the revenues of PLM Systems, which provides support to over 9000 users across more than 50 sites, serving 13 clients and using various platforms and PLM architectures.

Over time, PLM Systems has developed proprietary methodologies and technology platforms to improve the quality of services containing costs (e.g. software configuration management environment based on open source tools, applications such as Tortoise SVN and Wikipedia for knowledge management).

The AM service ensures ongoing management of custom applications with a fixed cost and a satisfactory service level that meets the application requirements and can be modified over time.

 

The main components of the proposed services are:

 

  • 1st level Help Desk (when not yet available through the business application): reception and supervision of the requests; priority assignment; analysis and classification of the problem
  • 2nd level Help Desk: hot line, how to use , changes on the system with administrator privileges (for example, the creation and deletion of users and groups, the definition of the privileges, the release of workflow, the creation and management of domains and related rules)
  • Corrective maintenance " short track": does not require recompilation and regression test
  • Corrective maintenance "standard": requires recompilation and regression test
  • System Performance Monitoring (DBMS Server, CPU, memory allocation, work queues, firewall and security infrastructures)
  • System Management for the Application Environment (development, certification and production environments), storage management policies in distributed environment, backup & recovery procedure management
  • Evolutionary maintenance: implementation of new features with limited impact
  • Certification and roll-out following the release of new versions of the software in use

 

Optimization processes can also be provided for applications to eliminate recurrent errors which, besides disturbing the user, require repetitive operations by AM structure and direct interaction with vendor's technical support to analyze and resolve the (documented) package failure.