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Enterprise Technical Support Center (ETSC) is an innovative web-based product specifically designed for technical teams that support business enterprise applications.
It contains a centralized, powerful set of features and tools that enable technical support teams to maximize the operational availability, management and support of business enterprise applications.
ETSC is platform independent (operating systems) and brings together all the hardware, software and configuration settings that define the operational enterprise application environment. Using this comprehensive operational base of information, and integrated tools and features, technical support teams can efficiently monitor and effectively respond to operational circumstances that may negatively affect the availability of the enterprise application.
A central support framework and access allows multiple support teams to calibrate and coordinate activities with open visibility providing for the tracking of accesses and changes made to the system.
The intuitive visual configuration of the hardware and software component and the expert software allows support issues normally associated with 2nd and 3rd level supports to be performed by level 1st and 2nd level support personnel, thereby increasing efficiency and minimizing support response time.
Configuration Objects
At the core of the ETSC are configuration objects. These objects are representations of:
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Hardware including servers, PC's, network components, etc
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Software components such as operating systems, web servers, databases, etc
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Logical objects which represent enterprise functions, jobs, print file, interfaces, etc
Configuration objects are grouped together to form visual environment definitions, such as production, test, development and training. These visual environment definitions are accessible to the support teams via the Enterprise Technical Support Center Framework. This framework contains tools, commands and functions that may be performed on configuration objects and as well as environments such as monitoring, automation, troubleshooting and service level reporting. Users can create "custom" views of the enterprise environments based upon support responsibilities or company organization controls. User created custom tools and commands can also be added to the framework to extend the support capabilities.
ETSC has an innovative tools framework that supports the identification, registration and integration of specialized third party tools. Our business strategy is to partner with selected specialized tool vendors to create seamless integration that enables support teams to access these specialize tools from within the support center application.
ETSC encapsulates all the physical and logical resources required by the enterprise application into a single point of access and control. Security can be managed at a higher level, which simplifies the support administration by logically assigning individuals to specific system components or environments: DBA's to databases; networking teams to networks etc; administrators to production; and development teams to development or, very granular levels of control can also be applied such as configuration objects, tools, or commands. Either way, access and changes to the system are clearly tracked and audited giving IT managers open visibility and clear accountability to control the operations of the entire enterprise application.
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