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  • Use of Solution Support Services

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Monday 04 October, 2010
Johan Magne Johan Magne
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StreamServe Professional Services has got a track record of delivering solution support to customers with a temporary increased services need. The approach has proved to have a good fit ensuring the solution assurance for a certain crucial phase.
This article describes how this has been successfully set up when delivered to StreamServe customers.

Background

Solution Support is the service used by companies that wish to have a consultant available for work within short start-up time, during a certain period of time when there is no concrete and planned for work to be carried out.  The service is delivered by StreamServe Professional Services and work is carried out offshore. Companies that have used the service are mid-size to large and can be found in utilities and telco verticals, and the typical StreamServe solution includes an output management platform centrally handling a critical stream of business documents. Since it is essential for business and marketing departments to always have the ability to carry out changes in critical documents, the service is suited for additional assurance and agility. The level of services should be regarded for such scenarios somewhere between support and professional services dedicated fulltime to the project..

Challenges

So, how has the Solution Support been delivered and what challenges and obstacles have been mastered?

It is crucial for the service to ensure that critical solution maintenance can be carried out even though the consultant is not positioned at customer site. Also, it has been proved that a clear and straightforward work process is used. 

StreamServe realizes that each implementation requires a unique set of skills and solution knowledge and the experience is continuously developing the way that services are best delivered according to the needs. The Solution Support Service as an example of this, therefore a StreamServe resource with project specific knowledge is dedicated the assignment. In addition to a dedicated primary consultant, StreamServe Professional Services also allocates back-up resources to ensure that the solution support will have specialized knowledge about the customer environment, work process and environment.

 

Steps and work process

Initiating the services, the dedicated resources have been making sure that necessary project knowledge is existing such as StreamServe project files, communication plan and solution / environment specifics.

a)       Customer has provided a first line support that filters all incoming incidents and decides if StreamServe Support Service personnel should be contacted or not.

b)       Customer has been provided with specific contact details in order to trigger the Solution Support Service. Information communicated to the StreamServe Offshore function should contain a compiled Change Request document including test files and specifications. Given the standard offshore work process, communication is done in English.

c)       Customer will then receive verification once the work has commenced.

d)       Customer will then receive verification once the change has been delivered to validation and once it is ready to be deployed.

Steps for the Solution Support are illustrated below, with expected response time to the right:

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Example for a typical change is an adjustemnt change on the invoice, such as an addition of a field. Such a easy and clearly defined change is then carried out quickly by a consultant familiar with the solution, and with the result of a deployed change within a few hours.

How can my company benefit from this scenario?

The different scenarios where a solution support service is a suitable option are vast. In common for such scenarios would be for the organization to have a raised support need during a period of time and for a certain reason wishes to strengthen the StreamServe expertise.

Organizations that have typically benefited from the Solution Support service are companies that:

a)       Do not have a strong internal StreamServe competence during a period of time.

b)       Are in the stage of carrying out organizational or resource changes.

c)       Wish to strengthen the capability for a certain critical phase; such as after go live of a major solution deployment.

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