theICEway Application Managed Services

Application Managed Services

Our Application Managed Services (AMS) specialists work together with your management and IT teams. The goal is to ensure the successful delivery of IT services to your users. Our approach is adaptable; if required, we can provide you with full management.

Alternatively, we can support your internal IT teams in the pursuit of identifying service support gaps. It could be with after hours or with specific applications, for example.

theICEway's AMS offering includes:

24 x 7 ITIL-based service desk

After hours support

Application performance monitoring

Assigned client liaison team

Structured service level agreements (SLA's)

Reporting and documentation

Contact us to find out more and to step aboard theICEway.

theICEway adopts a follow the sun methodology

24 x 7 ITIL-based service desk

- Follow-the-sun methodology
- Flexible hours support
- ITIL-based processes:

Incident and request management;

Problem management;

Change management;

Escalation management.

- Vendor escalation and management (ownership of ticket from initial creation all the way through to final closure)
- Triage and 1st time fix
- Application management
- Monitoring and alerts

Plus we also provide:

After hours support

Application performance monitoring

ASM with theICEway ensures an assigned client liaison team

Assigned Client Liaison Team

- Service Delivery Manager:

Day-to-day liaison between the client and the IT team to ensure communication is clear, ensuring smooth service delivery.

- Technical Client Champion:

Assigned engineer with the goal of understanding the technical needs of the client and ensuring these are met and that the service desk has the necessary information / documentation to successfully deliver an effective service. The champion also introduces new technologies which may benefit the client.

- Account Manager:

Oversees everything, is a point of escalation if required. The account manager assists in the development of the project and services. They ensure that all efforts go towards improving the overall business performance.

- Allocated ICE Director:

With direct access; an assigned director of the business will take a high-level interest in the projects, attend strategic meetings if required and is the ultimate escalation point if necessary.

- 1st, 2nd & 3rd line team support:

The team is tasked with understanding the business and assisting with successful service delivery.

theICEways ASM offering includes structured service level agreements

Structured Service Level Agreements

- Response SLA's
- Resolution targets
- Priority levels 1-5:

Priority 1 = critical;

theICEway response time is 24 x 7. This includes production outages / failures (full and partial). It does not include non-production environments

Priority 2 =

theICEway is required to respond during business hours. This includes issues affecting production functionality and situations where multiple users cannot perform a business process

Priority 3 =

This level also requires us to respond within business hours. It includes the failure of non-production components or services, plus situations when one user cannot perform a business process

Priority 4 =

This level includes standard requests such as the addition of a new user. theICEway is required to respond during business hours

Project work is outside the Statement of Work (SOW)

theICEway places great emphasis on documentation

Reporting and Documentation
 
- Reporting and meetings:

Regular service delivery meetings;

Monthly reporting;

Strategic planning meetings.

- Documentation, documentation, documentation:

Internal Knowledgebase;

Triage processes;

Incident management processes;

Escalation processes;

Alert management.

Contact us if you would like to sign up for our Application Managed Services.

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