AST - Services - Managed Services

Managed Services

Enterprise Applications Support Method (EASM)

Enterprise Applications Support Method (EASM) is a proven methodology to deliver quality and consistent support for complex ERP environments. Comprised of five phases, with well-defined tasks and milestones, it provides the tools, templates and structure to maintain the system and measure the performance of delivery mechanism. Adherence to the prescribed processes, templates and scripts has been proven to reduce outstanding support issues and improve customer satisfaction.

EASM is a specialized method to manage Oracle E-Business environments, but can be used with equal effect for any complex ERP system. By using EASM, an organization can expect to achieve the following efficiencies and benefits:

	■	Establish and measure support parameters specific to your organization
	■	Quality assurance tools and templates to handle routine tasks like status reporting, cataloging, and ticket closure procedures
	■	SLA monitoring inclusive of regular status reporting and ticket escalation
	■	Track and manage out-of-scope services, such as new reports and interface development, training for new hires, and disaster recovery
	■	Documentation of support issues, both corrected and existing, during each phase
	■	Integration with AST's web-based Customer Support System to register and track issues and resolutions
	■	Leveraging issues repository to improve resolution times and transitioning out to internal staff from a managed service provider

EASM Architecture

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■	Standardize issues management and resolution
■	Establish clear status reporting and monitoring
■	Increase technical staff availability for value added problem solving
■	Improve long-term maintainability and reliability of the system
■	Establish measurable system and service level performance goals