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Euroscript (2)

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by

Prezi University

on 18 June 2015

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Transcript of Euroscript (2)

Inhouse
Training required
Limited to office hours
Unclear seperation/scope
Employees leave the company
Additional costs thirs party
Via external consultants

Expensive
No backup in case of holidays/illness
Replaced by toher consultants
Only in office hours
Unclear separation/scope
No relation with the implementation



Support types for Documentum
No system monitoring
Inexperienced
support

ECM support does not evolve
Documentum support as
part of IT-outsourcing

Expensive and inflexible
Seen as black-box
Part of infrastructure support
Inexperienced Documentum
Real experts never available
Inflexible software environment


Money loss

No insight in support
Software support domains

Functional
management

Technical
infrastructure
management

Application
management



Business aspects
User/organizational perspective
System owner and functional managers

Provision of information

Technical aspects
Operational perspective
Computer/communications center

ICT: Information and Communication Technology

Improvement aspects (performance, stability)
Information perspective
Systems development

IS: Information Systems/applications
Business application(s)

ECM platform

Operating System and Infrastructure

DELIVERY MODEL
Relationship management
Automated or
manual monitoring
Ticket system
Customer
Service Portal
Dashboard
First line
support staff
Customer support
team
Specialists
Parnters
Systems & Tools
Staffing
Foundations
ITIL based and ISO certified

Documentum certified and experienced support staff
Best of breed Certified Service Management application


Clear, predictable
support processes

Continuity / Availability
of Support
70%
of your issues are resolved at first support contact

Clear insight
and
transparency
in your service requests


New releases and Service Packs for standard Documentum software

Bug-fixing on standard Documentum software

Yearly Software Maintenance

Euroscript Support Service
Monthly reporting
Trend Analyses
Monitoring
Online service portal
Customizable Service
Customer support teams
Support for non standard Documentum software
Requires only limited knowledge of Documentum at customer


Support via e-mail, telefonisch en online.
9:00 – 17:00 uur service window
Reactief beheer: 8 uur


Basic support


8:00 – 18:00 uur service window
Monitoring 24/7 or manually
Agent Documentum software


Extensive support
Premium support
1 day per month onsite support
Onsite support with priority 1 issues
Customized service levels
Support Services
1st, 2nd & 3rd line support
24/7 monitoring
Agent for EMC
Pro active actions
Flexible hour bundle
Flexible contract duration
Remote & on-site work
Custom service levels & hours
Full transcript