Running an application is one thing – providing user support for it is quite another. Application support can be one of the most significant challenges faced by organisations, particularly as they grow. New users need training, existing users have to learn new features – and there will always be issues and incidents along the road, all of which require time and resources to resolve. For many organisations, rather than attempting to divert crucial in-house resources, the solution can be Managed Application Support Services.
From email to ERP, ensuring your business-critical applications remain available, accessible and secure is at the heart of Injazat Managed Application Support Services. MASS offers your end-users effective, fast and user-friendly application support, helping them tackle whatever issues they face – and making sure that, wherever possible, those issues do not reoccur.
With tiered support, MASS provides the support your users need, when they need it:
Beyond reactive support services, MASS also offers proactive training and education services to end-users. From initial training, to sessions explaining new application features, to refresher courses where required, Injazat can work with your organisation to make sure your users have the knowledge and skills to make the most of your business applications.
And most critically, beyond waiting for user reports of incidents, MASS proactively works to detect and resolve incidents with business-critical applications, ensuring any downtime is minimal and the organisation can continue its operations. Beyond offering short-term fixes to reoccurring or serious issues, Injazat MASS can perform a root cause analysis, determining the key factors behind a problem and resolving those – not just the outward symptoms.
As well as fixing problems, MASS also provides a framework for change requests from users and business units to be evaluated and implemented. From simple requests for different information or a low-level change, to more complex demands, MASS can make it easy for your users to access the features they need, while filtering requests appropriately and managing user expectations.
For more significant changes or feature requests for business applications, Injazat’s MASS can handle the process of creating, developing, testing and implementing the required amendments, at the same time as ensuring the integrity and availability of the affected applications.
From customer data to inventory management, accounting to ERP systems – databases power every aspect of modern IT infrastructure. As databases have grown in importance and complexity, so too has the task of maintaining them grown in difficulty and as a vital part of ensuring business continuity.
Injazat Database Maintenance Services (DMS) can eliminate the stress of in-house database maintenance by helping your organisation optimize its database management regime and establishing pro-active monitoring and fault-detection systems – ensuring your business-critical applications and databases can operate at peak performance.
Application and Database Health-checks
Database issues are not always evident to end-users or even IT departments – until it is too late. Injazat DMS includes regular health checks for both applications and their underlying databases to ensure they are behaving as expected – and as required for the smooth operation of your organisation.
Performance Monitoring and fine-tuning
Databases’ complexity makes them resource-hungry at the best of times – but sometimes even minor bugs or misconfigurations can have dramatic effect on processor, memory and storage consumption. By pro-actively monitoring databases’ performance, Injazat can make sure their resource use and responsiveness remain optimised.
As business needs and applications change, so must databases, evolving and growing in both size and complexity. But simply throwing resources at a database is not effective for business or budgets. Injazat DMS can help organisations analyse how their needs are changing, and what that means for their databases – and put together a sustainable long-term database capacity strategy.
Patch Analysis and Management
As probably the single most complex and critical element of any organisation’s IT infrastructure, ensuring the integrity of the database means vendor patches and updates must be applied with care and attention. Our service analyses database patches and ensures they are appropriate for your IT systems and organisational requirements.
If a database does develop a fault, or an underlying issue comes to impact its performance, Injazat’s expert database engineers will work to diagnose, isolate and rectify the problem as fast as possible, as well as working to eliminate the root cause of the problem, rather than just the symptoms.
Like any complex system or machine, a database must have regular maintenance to ensure it can operate at peak efficiency. Injazat DMS will work with your organisation to monitor your databases and agree a programme of maintenance that makes sense for both the organisation and your IT infrastructure.
As your organisation’s needs change, your applications – and their databases – will have to change as well. Injazat can ensure your databases remain fit for purpose, by adapting them as required to align with your evolving business requirements.
As the needs of your organisation change, your IT systems must change along with them – and Injazat will be there every step of the way, to help evolve and develop your applications in whatever ways are required, with our Application Enhancement Services (AES).
From configuration updates and new feature implementations to full custom extensions or custom solutions, Injazat AES can help your applications remain fit for purpose, when faced with even rapidly changing needs from your organisation. And beyond simply making changes, Injazat will be available to offer support into the future, to ensure your applications remain relevant, up to date and secure.
In order to deliver stable, reliable and useful applications, Injazat AES employs a highly systematic process for the development and deployment of enhancements, covering the following areas:
A robust change management process is vital to the success of any application enhancement programme. First, the request for a change must be completely understood, and assessed in terms of its business impact through a cost-benefit analysis.
Then, before changes can be made to an application, it is critical to assess how the changes will affect your existing implementation. As part of its Application Enhancement Service, Injazat performs a full impact analysis on any proposed change, allowing your organisation to be aware of the effects changes will have, and to prepare accordingly.
Once an enhancement has been developed, a thorough and systematic testing regimen is critical to make sure the change does not have a negative impact on an organisation’s existing application landscape. Even a minor code change can have significant and unexpected effects – so avoiding this is a critical requirement.
Injazat AES includes full regression testing, customised to suit your organisation’s requirements, with hundreds to thousands of test cases run repeatedly. By working with you and your users, Injazat can ensure enhancement testing covers real-world requirements, not simply a generic list of tasks.
Configuration Management (CM), and the robust documentation of any changes made, will pay long-term dividends to your organisation, by helping engineers in the future understand exactly what was implemented, what it was designed to do, and how it works.
Following industry-standard CM practices also brings benefits to your organisation right now, by giving a full understanding of the costs of the changes in terms of time, effort, downtime and resources – and so helping your management understand what the change will mean for the organisation.
Once an application enhancement has been developed and deployed, Injazat will continue to document any further changes, bug fixes or additional enhancements, to ensure all documentation remains up-to-date.
After an application enhancement has been requested, scoped, developed, tested and documented, it can finally be deployed. But while this can appear to be a simple final step, in reality the release of a new feature can bring significant challenges for an organisation, especially when it is in use on live systems, with real users.
Injazat can help manage the release of any new enhancement with practices including a phased and carefully monitored roll-out, robust monitoring of application, database and infrastructure performance – and verification the enhancement is doing what it was designed to do. Where appropriate, a release management plan can also include contingency plans to roll back an enhancement if required in the interests of business continuity.
And along with the technical aspects of a release, Injazat will also be there to make sure all relevant users are fully trained in how to use the new application features, and be available for helpdesk and troubleshooting duties as well.
IT systems have extended to cover more and more business areas within organisations, and at the same time have become more and more complex and interlinked – and so the cost of failure of these systems is also higher than ever.
The need to know what is going on across your applications, and the ability to deal with issues before they become failures, is now absolutely critical.
Injazat Enterprise Monitoring Services (EMS) proactively monitors the entire application landscape across your organisation, tracking performance and availability of both applications and databases. Using best-in-class industry-standard monitoring tools, EMS can identify potential faults or issues well in advance of them impacting business functions.
With its intelligent information gathering capabilities and customizable reporting, Injazat EMS will help ensure the availability and effective performance of your business-critical applications, and remove workload from IT operations staff, improving the performance of both the department and your organisation as a whole.
Injazat Enterprise Monitoring Services covers several specific areas:
Enterprise Application Monitoring
Instead of having to wait for users to report an issue with an application, Enterprise Application Monitoring (EAM) can proactively monitor applications and automatically flag incidents to your IT operations team.
Not only can this reduce the time to resolution for issues, thus increasing uptime and productivity – but it also allows your helpdesk to be ahead of the curve if users raise the issue, and manage expectations at the same time.
Beneath your applications, and out of sight of most end users, databases are the workhorses of any enterprise IT operations. But because they lack visibility, it can be easy to pay too little attention to them, allowing issue to build up over time – and potentially resulting in a significant problem or outage at some point.
Database Monitoring makes sure your underlying databases are not neglected, with key metrics and indicators available at all times – and robust reporting and issue resolution procedures in place as well.
Operational automation activities
Many IT operations activities are important, but routine and time-consuming – at a point when the time and energy of IT staff are ever more precious.
Fortunately, many of these routine operations are increasingly able to be automated, freeing up staff workload to focus on more critical activities – and so potentially paying literal dividends in terms of productivity and time saved.
Injazat EMS can remove unnecessary workload from staff by automating activities such as regular report creation, auditing and back-up operations, and even deployment activities.
Beyond just tackling specific problems when they occur, Injazat EMS can help your organisation continuously monitor the performance of its systems. By keeping track of performance spikes, bottlenecks and under-utilisation, you can make sure business operations have the resources they need, when they need them – and also avoid over-provisioning areas that are seeing lower resource utilization.
PM can also provide information for use in long-term capacity planning, as well as hard data to present to management when requesting resources or dealing with queries.
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