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Worldwide

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Maintainability
Unified Model Driven Support - Model Driven refers to a set of data and/or rules that define the operational and support characteristics required by the business application. Unified Support Platform refers to a comprehensive set of tools integrated into a workflow support that are critical based around the business enterprise application. There are several advantages to the model driven approach.

Unified Model Driven Support

It can be integrated into the PLM process during the development and testing stage
Support model(s) can be versioned along with the application source code
Support knowledge (rules) can be incrementally added at all stages of the product lifecycle to implement the iterative learning of both internal and external support teams
An operations and support model can be managed and deployed into production with release
Each application release will be modeled to ensure that support and operation knowledge specified in all stages of the PLM process is captured, tested and released with each new release
Implementing a unified, model driven, platform is not disruptive.

It leverages your existing investment in support tools and processes
The platform delivers a new higher set of functionality and real time workflows
Designed to be implemented incrementally, high value priorities can be addressed first
Benefits can be realized immediately (ex. implementing access control within Q/A environments will immediately improve problem resolution and reduce testing downtime by 15%)

Availability
Application Monitoring - Off-the-shelf systems monitor separate pieces of hardware or specific transactions within the environment. ETSC allows you to monitor all components that make-up an application in a virtual environment

Supportability
Proactive Support - ETSC platform contains a real-time ticket tracking subsystem. This forms the basis of work distribution and assignments, information process handling and data recording within ETSC™. The Event (Ticket) subsystem may integrate with 3rd party Help Desk (ticket tracking) packages for customers that have already implemented a general help desk solution. Service Level Agreements and Support - ETSC automatically tracks support user access and actions within an environment, providing accurate ticket information. Service levels are defined against environments and automatically invoke alerts to management to escalate a support issue resolution within service level response times. Reliability Reduce Repeat Mistakes - ETSC allow customers/vendors to create operational models of their business applications to create a powerful, practical operational tool to simplify support, identify changes and eliminate mistakes. Traceability Change Monitors - Every change to every defined object in the environment is recorded in a history, keeping all teams aware of access and activities of colleagues. Environments can be locked and selectively secured to named support user during periods of scheduled maintenance.

Access Tracking - Each environment is automatically controlled and monitored independently for access and changes. Whether a change has been invoked by remote login to the box through the back-end, or as a logged-in ETSC user, a description of the change, the user making the change, and the associated ticket are recorded at every step into the platform.

Pictured is a log of all Users in the System. Active Users are flagged with a green dot. Inactive users are red. Each log contains a record of the User's last working environment and their activity duration. Operatability
Configuration Objects - The definition of values for software/hardware setting, tools, functions and process's of the business enterprise applications that are preferred or required values. The system monitors and automatically alerts if any values are not compatible with the defined settings, allowing for proactive response to conditions that may cause performance or availability issues. No longer do you need to be surprised and slowed down by application upgrades and fixes when the software vendor changes or setups wrong default values, ETSC tracks your preference or required values and reports on operational discrepancy.

Existing Configuration Objects Represented in a Virtual Environment

Integratability
Independent Platform - All subsystem are designed to integrate with customers using 3rd party monitoring systems. If your 3rd party monitoring subsystem requires configuration, ETSC has built-in objects that will help you auto discover your environment.

Servers/OS

Windows®

Linux®

Printers
Database

Microsoft SQL Server®

Oracle®

MY SQL®

Web Server

Apache®

Application Server

IBM Websphere®

JBoss®

Microsoft IIS®

WebLogic ®

Mail Server

MS Exchange Server®

Sun®

Print Server
Network

Router

Firewall

Interfaces
Business Applications
Business Process

Scalability
Rules Based Alerts -The system easily allows you to create rules that can be monitored. This gives you the freedom to choose how granular you want an object to be monitored. Multi-Company Support - Multi-company functionality is designed to add a layer of organization above environments. You can define your company as internal business units, or consolidate your customer's environments by company.

Deploy your support model with your application

Once your application model is defined, the model moves along with each new company or environment installation.

Securability
Access Control - Each environment is automatically controlled and monitored independently for access and changes. Whether a change has been invoked by remote login to the box through the back-end, or as a logged-in ETSC user, a description of the change, the user making the change, and the associated ticket are recorded at every step into the platform. Unified Access - Central access point for all technical and non-technical users to access environment hardware, software and applications. User access and activities are automatically recorded and tracked. Native Platform Security - User details are imported from the native platform security definition and passwords authentication is done via the native platform security. ETSC security comes with standard base roles profiles which can be modified, extended or newly created to be assigned to support users. Runtime security can be defined to operate in one of 2 modes Native (normal platform) or ETSC mode. ETSC mode security significantly simplifies the security administration and setup of support user security and access whilst providing a secure framework. Native security mode enforces individual user security permission on all individual components.

Interoperability
Consolidated Tools and Services - Enterprise Technical support center coordinates and controls access of all support tools, including platform and 3rd party tool into the tools framework that can be launched directly from within the support environment for improved productivity and control.

Portability
Institutionalized Knowledge - Customers with critical in-house or custom applications benefit enormously by combining the knowledge of its internal resources during a one-time project to define and build a model application definition. This reduces the impact for involving development and other specialized resources into the daily operations of support.

Upgradability / Installabilty
Proactive Alerts - All application configurations are checked automatically at the time of install. The time for the installer to turnover to support is minimal due to the platform alerting you of the discrepancy rather than having to manually verify and reactively troubleshoot.