CA Clarity PPM Application Outsourcing
Digital Celerity’s best practice
Clarity Application Management Services (CAMS) can enable increased user productivity, reduced total cost of ownership, improved service execution levels, Clarity PPM system reliability and user-adoption.
Digital Celerity provisions the following Clarity PPM Expert Support Services:
- Level One - End User Support to supplement your existing Help Desk
- Level Two - Central Services
- Level Three – Technical Services
CA Clarity PPM support services for each of these areas will be optimally structured to engage exceptionally qualified on-shore, and onsite expertise, while maximizing the use of seasoned certified Clarity PPM consultant's off-shore, to minimize costs without compromise of superior Clarity PPM support and expert service levels. Whether offered in the U.S. or from off-shore Clarity PPM certified consulting professionals, Digital Celerity will ensure that all support is available during your company's normal business hours, 0800 through 1800 hours, Monday through Friday (24x7 "follow the sun" support is also available). Digital Celerity will proactively monitor your Clarity PPM system during off business hours, to ensure that jobs and reports run optimally to support the following day’s business activities.
Level One - End User services
- Receiving Initial request/problem
- Recording problems/ requests
- Clarity navigation and functional guidance
- Monitor call progress
- Advise user of progress
- Maintenance & administration of users
- Problem categorization
- Initial incident analysis when applicable
- Expert support supplement to your current help desk
Level Two - Central Services
- Incident/Problem Ownership and Updates
- Accepting Incidents/Problems
- Co-ordination of Incident/Problem handling
- Data cleansing facilitation and actual cleansing where appropriate
- Housekeeping and non-code performance tuning
- Assessing the impact of application changes on the level of ongoing assistance
- Acceptance Testing of fixes
- Implementation of Application Changes/Minor Upgrades
- CA Clarity PPM Fix Pack Installation
- Maintenance of Documentation
- Implementation of Minor Configuration or UI Changes
- Change management – when applicable
- Impact assessment of new minor versions, fix packs and patches of Clarity software
Level Three – Technical Services
Support services may involve changes to the application code and scripts in order to provide resolution to problems encountered at the application level normally reported by Level 2 support issues.
- Escalation of Problems from 2nd Line Support;
- Problem analysis including individual problem analysis through trend analysis and causal resolution
- CA Clarity PPM Performance Tuning
- Design, development and testing of workarounds
- Design, development and testing of permanent code fixes
- Preparing and Delivering Maintenance Releases
- Updating of application documentation and operating procedures impacted by code changes for Maintenance Releases
Digital Celerity Bundles Clarity PPM Computer Based Training with Annual Support Client Agreements and offers special partner incentive rates for all development, integration, training and expert Clarity PPM consulting services.
For more information, please contact us at sales@digitalcelerity.com
"Digital Celerity provides your company with more Clarity, for less cost"