The document outlines SSDesign's application support services, emphasizing their proactive monitoring and tiered support structure, ranging from Level 1 to Level 3. It details the processes, responsibilities, and tools used in their service delivery, highlighting a commitment to SLA-driven experiences and continuous improvement. Contact information for Craig Geswindt is provided for further inquiries.

1. Date:
Location:
Application Support Services
Contact: Craig Geswindt
www.ssdesign.co.za
info@ssdesign.co.za
Skype: the.business1
3 May 2014
Johannesburg, ZA

2. Date:
Location:
ABOUT SSDESIGN
“THE FUTURE IS TODAY!”
Contact: Craig Geswindt
www.ssdesign.co.za
info@ssdesign.co.za
Skype: the.business1
3 May 2014
Johannesburg, ZA

3. SSDESIGN UNIQUENESS
Contact: Craig Geswindt
www.ssdesign.co.za
info@ssdesign.co.za
Skype: the.business1

4. Date:
Location:
APPLICATION SUPPORT SERVICES
“A BRAVE NEW I.T. WORLD”
Contact: Craig Geswindt
www.ssdesign.co.za
info@ssdesign.co.za
Skype: the.business1
3 May 2014
Johannesburg, ZA

5. SOLUTION STRATEGY

6. SUPPORT FLOW

7. VISION FOR PRODUCTION SUPPORT
Contact: Craig Geswindt
www.ssdesign.co.za
info@ssdesign.co.za
Skype: the.business1
Support Leads / Managers
Support Leads / Managers
Support Leads / Managers

8. TRANSFORMING PRODUCTION SUPPORT

9. PROACTIVE MONITORING – SAMPLE SCENARIO
Contact: Craig Geswindt
www.ssdesign.co.za
info@ssdesign.co.za
Skype: the.business1

10. ANALYSIS OF TICKETS
Contact: Craig Geswindt
www.ssdesign.co.za
info@ssdesign.co.za
Skype: the.business1

11. PROCESS - ELEMENTS
Contact: Craig Geswindt
www.ssdesign.co.za
info@ssdesign.co.za
Skype: the.business1

12. SLA DRIVEN SERVICE EXPERIENCE
Contact: Craig Geswindt
www.ssdesign.co.za
info@ssdesign.co.za
Skype: the.business1

13. METRICS – MEASUREMENTS AND REPORTING

14. SAMPLE DASHBOARD

15. ROLES AND RESPONSIBILITIES
Level of Support Responsibilities
L1 Support Team - Involve in resolving the issues at first level
- Refer Knowledge Database and resolve the issue
- Interact with third parties to resolve third party related issues (based on agreement)
- Update resolution status in Ticketing System
- Assign incidents to L2 team for unknown issues
- Monitor the incidents
Second Level Support (L2) - Involve in analysis and resolution for unknown/new incidents and Problem Management
- Analyse the unknown/new issues to identity solution
- Implement Work Around / Data Fix / Configuration Issues
- Assign the incident to relevant Level3 team with resolution and impact analysis details for
code/data fix
- Perform Sanity testing on the Fix provided by L3 Team
- Update the status in Remedy
- Update Known Error Database
- For critical or repetitive incidents, create problem record and perform root cause analysis to
identify permanent solution.
- Perform trend analysis and involve in preventive maintenance to perform tuning, code
restructuring and other efforts to improve the efficiency and reliability of the supported
application
Third Level Support (L3) - Implement code change or data fix
- Complete the code/data fix for incidents and unit testing
- Support testing team in System Testing
- Support for SIT & UAT
- Follow agreed Change, Configuration, Release management and Deployment processes for all
application related changes
- Suggest for application performance improvement
Contact: Craig Geswindt
www.ssdesign.co.za
info@ssdesign.co.za
Skype: the.business1

16. SUPPORT @ SSDESIGN
Process
&
Methodology
Tools, Technology
&
Infrastructure
 Providing support for Multiple tools and
processes
 Incident mgmt, virtualization,
Release mgmt, server mgmt
 Content creation, localization, Build
engineering, automated deployment
and publishing pipe
 Providing SLA driven support
 Penalty - Bonus based
Service Delivery
 Complete Service Health Transparency
– Metrics Reporting, Dashboards &
Trend Analysis
SLA Management
Framework
&
Reporting
Services
Integrated
Delivery
Model
Engagement &
Project
Governance
 Senior Management Commitment
 Defined Escalation Hierarchies
 Office across Multiple countries
 Local Presence in SA
 Using Various Tools like Shuttle ,Fiddler ,
IMC, Longhorn ,Site scope ,UTS,MS BUILD
,POWERSHELL, TFS, HYPER V , Epiphany
6.5,Light Speed , Gopher ,Octopus ,Clog ,
Orca etc
 Alignment , CMMi Level-7
consultancy, ITIL, 6-Sigma
 Enabling L1 / L2
 Continuous incremental improvement
 Seamless Information Flow across different Tiers
 Providing Support across
 High Governance
Contact: Craig Geswindt
www.ssdesign.co.za
info@ssdesign.co.za
Skype: the.business1

17. Contact Us Now:
info@ssdesign.co.za
craig@ssdesign.co.za
Skype: the.business1
+27 79 371 5671