Application Support Service & Maintenance, Desktop, Helpdesk, and ServiceDesk

Lower Application Support Cost, Free up internal IT resources for other strategic activities, Long-Term Problem Resolution

Aptude utilizes our nearly two decades of experience to provide superior ITIL based application support and delivery.

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Support Services

With almost twenty years of application development, business intelligence and mobile development and support services you have turned to the leader in Application Support Service and Maintenance.

With the ability to support a myriad of environments Aptude can provide a comprehensive support solution that will drive incident and ticket recurrence down while also reducing total cost of ownership around application support.

Aptude will allow you and your talented Application Development, BI and Mobile Support teams the ability to focus on strategic initiatives while Aptude manages and maintains critical support.

Support Types:

  • Production Support and Application Maintenance – corrective maintenance, bug fixes, production support and coordination with an L1 team if required
  • Product Enhancements – Adding new functionality (integrations, interfaces, applications, reports)

Mobile App Support Levels

L1

Is the first line of support typically provided by an organization’s (internal or Aptude’s) help desk. Common customer related issues can typically be managed and served by the Tier-1 or L1 team. After identification of the problem the L1 team may assign it to an appropriate organization and/or technology (domain) owner.

L2

This support is more advanced than L1 and the technical staff are adept in the technology and products they are supporting.

L3

These technicians are typically experts in resolving issues and have the ability to support difficult problems and break fixes. The L3 team will have a deep understanding of the technology platform as well as the products they are supporting.

L4

This support may involve product or vendor support, engineers and developers where escalation to product engineers and even framework support entities be necessary.

Application Related Support Environments include:

Database Administration:
Informix, DB2, Oracle, SQL Server
Open Source:
Java/J2EE, JavaScript, HTML-5, PHP, Ruby, MySQL
Microsoft:
.NET, SSRS, SSIS, SSAS, Power BI, Sql Server DBA
Oracle:
OBIEE, BIP, ODI, Oracle DBA, Oracle EBS, Oracle OTM
Legacy:
RPG, Cobol, 4-GL (VB, Delphi, PowerBuilder)
Analytics:
Tableau, QlikView, Power BI
ETL:
Datastage, SSIS, ODI, Informatica

World Class ITSM

Aptude will happily follow and utilize its client directed ITSM solution if desired such as Service Now, Remedy, Zendesk, SolarWinds and Cherwell.

Aptude leverages Best Practices around ITIL based ITSM solutions and focus on providing the following:

   Incident Management
   Change Management
   Problem Management
   Request Management
   Event Management
   Release and Deployment Management
   Service Portfolio Management
   Knowledge Management

Application Support Case Study

Our support and maintenance solutions help reduce application issues while reducing the total cost of ownership.

Learn how Aptude’s application support model helped streamline IT initiatives for a leader in Transportation and logistics.

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Business Intelligence and Data Support Services

Aptude’s 24/7 Premium BI support can be tailored to the needs of your organizations BI and Data needs. Support Areas include Database Administration, Report Maintenance and ETL monitoring.

As a Microsoft Certified Gold Partner and Oracle Gold Partner, Aptude has the experience and know-how needed in today’s highly complex BI and Data support environments. With the ability to support a myriad of BI platforms and databases, Aptude can provide a comprehensive support solution that will drive incident and ticket occurence down, while also reducing total cost of ownership.

Let your talented BI and Data developers focus on strategic initiatives while Aptude manages the maintenance and critical support. Aptude’s sixteen years of BI experience and a 24/7 Level 2 and Level3 BI and Data support capabilities can work with your on-premise or cloud-based solutions

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Business Intelligence Support at Work for You

Aptude’s BI support service frees your BI team to provide more strategic value to mission-critical BI initiatives. Our clients no longer want their top BI Architects and BI Developers to be bogged down by ongoing support and maintenance.

Stakeholders and shareholders are increasingly demanding cost containment from their support groups. To address this demand, Aptude provides a high-quality BI support model while reducing total cost of ownership for BI support.

Our BI Support solutions can be implemented in a myriad of models including shared support, shared services and/or dedicated services for ongoing BI application and BI maintenance.

Aptude Microsoft Gold Partner

BI Support Challenges

Enterprise BI environments have a number of BI platforms and processes, integrating with Database products, multiple analytic or visual tools, and complex ETL components. You have invested heavily in your BI team to strategize and develop new capabilities to your client base.

These solutions may be predictive analytics, Big Data or one of the many approaches to put modern BI in the palm of your user’s hands.

Internal BI resources don’t have the time to focus on support and/or maintenance, and these high-level personnel are too costly to be tied to support initiatives.

The Aptude Approach

Our teams quickly become familiarized with your BI product solutions and technology that resides in your enterprise. We then have the ability to resolve high-level issues, as well as enhance and maintain existing BI solutions including reporting, analytics, ETL, database development(stored procedures), Database Administration and more.

Aptude provides added value by utilizing an ITIL problem management approach using proven tools and strategies to track and benchmark tickets/requests, while communicating the results of outstanding issues to management. Our continuous improvement model helps us reduce BI related incidents. We’re here to help!

Reliable Support

Our unique services provide your organization with critical priority support/response across a technology-diverse BI solution environment while containing cost. With Aptude’s BI support you now have on-demand access to a pool of expert, dedicated, knowledgeable staff familiar with your BI and Database application system/frameworks.

In addition to cost-efficient support, you also have sustainment capability allows your organization to turn from “product support” to “new product development/delivery” with minimal ramp-up time and cost. All this with a partner who understands your technology and related business. This support offers reliable, consistent capabilities that can only be matched by full-time dedicated employees.

Business Intelligence Specialized Skills for a Dynamic Enterprise BI Environment

Aptude is a BI and Big Data systems implementation and integration innovator with over 16 years of IT consulting experience. As a Microsoft and Oracle Certified Gold Partner, we have the experience and expertise to support even the most complex enterprise BI environments.

Discover the reliability of our BI support services, and spend more time focusing on moving forward with your vital business initiatives.

Contact us using the form below for a free consultation on how Aptude can unburden your development teams and implement a cost-effective, process driven BI support solution customized for your technology and industry specific requirements.

ITIL Processes Supported

  ✓  Incident Management
  ✓  Change Management
  ✓  Problem Management
  ✓  Request Management
  ✓  Release & Deployment Management
  ✓  Service Level Agreement
  ✓  Services Portfolio Management
  ✓  Knowledge Management

BI Supported Environments

  ✓  Database Administration
  ✓  Database Development
  ✓  Reporting and Analytics
  ✓  ETL
  ✓  BI Application Enhancements
  ✓  BI Application Maintenance

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