Hosting &
Support Services

Application management services, and Hosting Solutions and Support.

Overview

Resolve’s Hosting and Support Services division includes Application Management Services and Hosting Solutions and Support.

Application
Management
Services

Managing the support and hosting of operational systems is crucial to ensure value is derived from the investment made by clients in software solutions. Application Management Services (AMS) bring value to a business by managing support processes, improving efficiencies and providing operational transparency. Managing technology applications within a best practice IT service management framework creates the platform for our system availability and continuous improvement to support operations whilst managing the associated challenges and risks.

Our Application Management Services include:

Service desk

Request fulfilment

Incident and problem management

System monitoring

Change requests

Product updates

Service level management

Our Application Management Services are further benefited by a hosting infrastructure which removes the risk from clients in owning and managing hardware, software licensing, accessibility, security and failover.

We value long-term relationships with our clients while sustainability of our service offerings is a key driver in our approach to application management services.

Hosting
Solutions
& Support

Resolve provides custom hosting solutions for their clients by offering a range of tailored services to meet their needs. Hosting is provided in Tier III data centres with Systems Management which acts as the technology enabler to business processes and where value is derived from systems. Managing your technology applications within a well-managed framework creates the platform for system reliability and continuous improvement. Our Systems Management services is delivered within an IT Service Management (ITSM) framework and supported by ITIL™ best practices to ensure that IT Services are provided in a focused, client-friendly and cost-optimised manner.

Our System Management services include the following services to align with your requirements:

Service desk – the super-users’ central point of contact and system of record for all service requests, change requests and incident reporting. This is where prioritisation is applied based on business impact as part of Service Level Management.

System monitoring – the monitoring of hardware and systems to predefined thresholds to proactively identify potential problems and proactively rectify before business is impacted.

System Administration – this function ensures Hardware and Operating systems are configured to operate optimally. This include security and performance tuning by proper configuration and applying appropriate patches and updates.

Database Administration – constant database monitoring for possible bottlenecks or performance issues including resource utilisation. Analysis of Database performance to identify potential optimisations. Adjustment and configuration of parameters to ensure optimal performance. This also includes backups and providing redundancy.

Release management – a successful system release is the culmination of careful planning of the related activities to ensure a seamless upgrade to new versions of the software. This process covers the complete spectrum from backups, database and software upgrading, testing to final acceptance and release into production.

SLA management – the process of monitoring all Service Desk items. This is done mainly to ensure timeous escalation to ensure business priorities are met. It is also to report on SLA adherence for governance purposes.

By outsourcing a System Management function the business can shift its focus from IT systems and back-office to core business and utilise the system to best support business processes and enable intended business results.