Operations Advantage
thinGk's Operations Advantage Service is designed to provide complete operations management for
those customers who wish to have their systems run in part or in their entirety by thinGk.net Professional Services
at the customer site. Management areas covered under the Operations Advantage Service can range from on-site server-based
system
troubleshooting support to the design, development, and implementation of full scale network and data center operations
supervision, including disaster recovery services. Full reporting of metrics and performance, as well as system
troubleshooting and maintenance, are routinely implemented as part of the service.
Benefits. This service allows a fully operational service to be deployed and managed at your site,
without consuming internal resources or incurring the burden of systems and infrastructure management tasks.
| Service Activity Components |
Business Objective Definition
Operations Service Definition
- Critical Success Factor Identification
- Key Performance Indicator Definition
- Service Level Agreement Definition
On-Site System Support
- On-Site Product Support
- On-Site System Monitoring
- On-Site Operations and Maintenance
- Upgrade and Release Management
- Capacity Expansion
- Problem Identification, Escalation
and Resolution
Customer Training
Third Party Vendor Product Support and Management
Service Level Agreement Compliance and Reporting
Customer Feedback Process and Tools
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