Application management and support

Implementation is only half battle won, the major work lies ahead in making the system operationalized with business users. Application management and support Operations team play a major role in achieving that. However, with multiple versions, technical upgrades coming from Product vendors, the maintenance of BI systems is becoming a complex task; especially in the light of compatibility issues with other IT systems & components like OS, browsers, source systems and new interaction models such as Mobile. The Lights-On support activities are more and more being outsourced to system integrators to ensure services are maintained at an optimum level with low TCO; the inherent expectation being, proactive monitoring and operations improvement over a period of time.

Hyperion application management is a complex affair as it’s more business oriented in nature. The underlying business processes are implemented differently at each customer and thus the support team needs to know not only technical elements of the application, but also business process relevance of each application component. The support most of the time is business driven rather than IT driven. On BI reporting side, the support is required at multiple levels, data warehouse upkeep, ETL job monitoring, report maintenance and security administration.

Many organizations are looking for an integrated team who can help with BI Application administration, system support from end users’ query / tickets perspective as well as enhance the application in light of changing business conditions, new requirements etc. Zensar has been a leading player in this space. Zensar has built the team of experts who has been working in dedicated and shared service model to cater to this need. Zensar team has been working on managed service model, lights on support model and ticket based models globally.

Services that we provide are classified as:

  • Lights on support for integrated solution architectures

    • Service, application availability monitoring
    • Application backup and restore
    • Automated data/ metadata load
    • Oracle recommended patch fixing
  • Solution enhancements (minor and major)
  • Application performance optimization using configuration parameter setting

Zensar has extensive experience in supporting solution landscapes featuring

  • Multiple system environments – pre-PROD, PROD and High Availability
  • Complex source integrations – Oracle EBS, SAP, JDE, legacy applications
  • 24 x 7 support for global end user population with high end user concurrency

Customers can choose service delivery models from

  • Outcome based managed support
  • Fixed support team capacity

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