This massive remit required us to leverage best practices in ITIL, Agile, DevSecOps, and Microsoft Azure Managed Services.
We jointly reviewed their business and support processes, identified problems, conducted a gap analysis, and defined to-be process.
We provided a range of services, including incident and problem management, error correction, knowledge base creation and management, refreshing technical currency of their COTS applications preventive maintenance, production control and scheduling, application administration and configuration, minor enhancements (limited to regulatory compliance requirements), application IT service continuity management.
We also provided infrastructure support via Azure CloudOps, Infrastructure and Connectivity Ops, Infosec, Desktop Support, and provided Helpdesk support, event management, incident management, problem management, service request management, change management, configuration management, release and deployment management.
We also helped them develop plans for Service Transition, knowledge transfer, primary and secondary support, and guidelines for app health monitoring status, metrics, and process.