Solution Optimization
- Adaptation to new business needs to be enabled through clearly defined change management process
- Stability of production environment guaranteed through well-structured release planning and deployment
Solution Support
- Single point of contact Service Desk for all application related incidents and requests
- Continuous reduction in the number of incidents through incident pattern and root cause analysis (Problem management)
- Always available with24/7/365 service hours in several languages
- Rapid resolution of user issues through customer dedicated resolution teams
Solution Operations
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Availability of critical solution components is ensured through Application Monitoring
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The system is kept healthy through proactive Application Operation
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The solution is kept evergreen through regular patching, hot fixing and security updates
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Major issues quickly resolved through 24/7 stand by resource
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Guaranteed uptime
Infrastructure Management
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Continuous operations to address customer concerns
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Optimal use of in-house resources for customers
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Agile set-up to ensure support for evolving business needs
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Enterprise-class protection of customer data
- Secure facilities and ongoing patch and security updates
- Strong ISO 27000 operational standards - A general overview of the health, weaknesses, and vulnerabilities in customer infrastructure
Service Desk
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Single point of contact Service Desk for all application related incidents and requests
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24/7/365 service hours to meet business requirements
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SLA Management and reporting
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ServiceNow based ITSM portal for professional communication and tracking of all cases.
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Local language support in various countries
Service Delivery Management & Governance
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Quality of delivery on contractual promise ensured through a structured and proven governance model based on ITIL
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Smooth interaction is secured by the designated Service Delivery Manager: the customer’s ambassador with Columbus
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Continuous alignment of customer expectation and service performance happens in Strategic, Tactical, and Operational meetings (Partnership governance model)
With ColumbusCare you get
- A long-term partnership around your Application Management
- Operational services that can expand beyond Infor products
- A dedicated Customer team with good knowledge of your solution, business and industry
- A close connection with a business consultant to ensure continued development and improvements to the solution
- Regular Service meetings with our well-proven governance model which includes a dedicated Service Delivery Manager
