Manage

Polaris Support desk aims to provide the following generic services under this head:

Corrective Maintenance: Identifying and providing resolution for all technical problems

Knowledge Management: Imparting the application usage knowledge to new users

Issue Resolution: Enabling solution for daily reported issues related to system administration, progressing transactions stuck in-process, generic queries and the like

Supportive Maintenance: Interacting with Oracle Development Team for bug resolution, patch application, Application Performance Tuning and providing outputs for ad-hoc data queries

These will help you to achieve the benefits of:

• Reduced Turn Around Time for issue resolution
• Focused Issue Resolution and Tracking
• Single Window issue facilitation
• Utilization of appropriately skilled person to resolve the reported problem
• Guiding users towards correct system usage and means to resolve errors performed

The support will be provided for the following 4 key business process. Examples of some of the types of issues for which resolution is provided are listed against each of them.

Improve

Polaris Support desk aims to provide the following value-add services under this head:

Preventive Maintenance: Resolution for resolving for repetitive issues based on root cause analysis and activities affecting system performance adversely

Capability Enhancements: Introduction of new features using the existing licensed modules and guidance on the features available in other modules and application versions. In addition creating new reports and system alerts to enable better process visibility

Business Excellence: Studying the existing processes and identifying the improvement areas and suggesting solutions for sub-optimal system workarounds and newly introduced processes, Identifying process bottlenecks and suggestions of system workarounds for process improvement

Optimization Maintenance: Improvement in application response times by query optimization or load balancing the database, Responsibility re-organization for security controls, Periodic audit tracking of long running system and business processes for optimizing system usage by better methods

These will help you to achieve the benefits of:

• Removal of existing entrenched inconsistencies leading to longer business cycles
• Quicker system response time
• Process Improvements
• Introduction of system features better suited to the business operations

The support will be provided for the following 4 key business process. Examples of some of the types of issues for which resolution is provided are listed against each of them.