How We Provide Visibility, Control, and Optimization to Yield World-Class Application Support?

The focus of this blog has been management of IT services, including Application Support. We pride ourselves on our ITIL  Application Support Methodology, which gives us the following capabilities that set us apart from our competitors:

The ability to standardize a business’s application support environment around industry and client-centric best practices

The capability to automate desired behaviors and outcomes to institutionalize success throughout the entire IT organization

The discipline and tools to measure all relevant data points providing high levels of management and team visibility to enable a rich, service level driven environment

The ability to provide an unprecedented level of Visibility, Control, and Optimization of the application support environment

One of the tools we use to achieve these capabilities is Tracer. Tracer provides visibility and control into any IT service activity, whether it is operational services, unscheduled on-demand requests such as problems and consultation requests, or scheduled projects and enhancements. Of course, each service category requires different management processes, which can be configured for individual customer sites.

One final note: Tracer has a partnership with SEER. “SEER provides a systematic approach for estimating the resources and scheduling that software development requires, and an unparalleled capability for trade-off and risk analysis.” SEER is a complete CMMI Project Management solution by Galorath that establishes estimates and automatically generates project plans based on those estimates, monitors projects against the plan, and aligns measurement and analysis activities.

Take a look around for yourself. Let us know what you think about our methodology, tools, and partnership. By all means, contact us if you think you have a project that would benefit by a management solution such as Tracer or SEER Tracer.

TRACER: 360 Degree Visibility & Control within IT Service Management

TRACER – Revolutionary Innovation in IT Service Management

Tracer was designed for use within the day-to-day IT service management work environment with low administrative overhead. Tracer’s table driven design for all major components helps focus IT service professionals on “work” not “data entry”. The flexibility of Tracer’s configuration tables allows easy adaptability to virtually any IT operating environment. The real-time customizable dashboards display all assigned work tasks to developers and support personnel, using color coding (red, yellow, green) to highlight tasks approaching or exceeding service level goal thresholds.

Resource/Task time tracking is integrated within all work processes and brings a dramatic increase in the accuracy of time and work related data reporting. Accurate and timely data collection and reporting are necessary to effectively manage the IT service organizations work and resources.

Many IT software tools have some of the components, functions and features that are standard with Tracer. However, only Tracer has all these critical IT process management and work tracking components built-in. 360 degrees of visibility and control within IT service management:

• Defined process templates for application support and development
• Process enforcement based on configurable process rules
• Work, resource and time tracking
• Managing by Metrics – SLA based metrics graphs, trends and work / resource status reporting

All components function seamlessly within a single integrated operating environment and data repository. Tracer best illustrates the principle that “The whole is greater then the sum of the parts.”