and support
By passing the responsibility for support of integration solution to Zystems, the client company is ensured competent, reliable management of any support cases that arise.
Increasingly more of our clients select this solution as a natural part of an extended collaboration after a BaseLine implementation and subsequent systems integration. This allows us to continue to build on an already established and long-term business relationship that can also evolve as new needs surface in the client’s organisation.
Zystems provides packaged support at four levels: Middleware Monitoring,Incident management, Problem management and Change management.
Examples of supported products
- WebSphere Partner Gateway (WPG)
- WebSphere Enterprise Service Bus (WESB)
- WebSphere Application Server (WAS)
- WebSphere Process Server (WPS)
- WebSphere Message Broker (WMB)
- WebSphere Message Queuing (WMQ)
- Tivoli Omegamon XE och ITCAM
- WebSphere Business Integration Adapters (JDBC, JD Edwards, Oracle, SAP, MQ etc.)
- Baseline Adapter (FTP, SMTP, HTTP, FIL)
- WebSphere Interchange Server (WICS)
- WebSphere Data Interchange (WDI)
- Trading Partner Interchange Server (TPI)
Support services
Baseline Monitoring
Baseline Monitoring is based on Tivoli Omegamon XE. This allows automatic monitoring and the possibility to be proactive in integration environments. This also allows for automatic notification when alarm levels are reached.
Incident Management
Incident managers receives incidents from 1st Line Support and handles incidents requiring greater technical know-how concerning installed products. If the incident has arisen due to faulty integration code it is transferred to Problem Management.
Problem management
Problem managers is responsible for support and management of actual integrations, i.e. coding and changes in logic etc. Zystems’ 3rd Line Support works closely with IBM’s development and support centers.
Change Management
Change management includes the following services:
Quality assurance before deploymentA uniform name standard for integrations and installed products is a prerequisite for integration platforms to be handled flexibly in the maintenance phase. Zystems Support therefore provides Quality assurance before deployment as a separate service in which a review of finalized Test Protocols, integration specifications and scripts for WebSphere MQ are included.
Deployment of integrations in QA/ Production environmentsWe develop a model together with the customer for packaging and deploying integrations in QA and production environments. This improves quality and saves time for the integration projects.
Installation, configuration and UpgradesZystems Support are experts at installing and upgrading individual WebSphere products
Other services
Zystems AIM offers services that provides greater quality and know-how in a customers environment and projects.
The Backup and Recovery strategy secures that integrations and installed products can be restored to the last working version. Zystems can also provide 24/7/365 support according to contract
For more information about Zystems AIM, please contact:
Adam Ritzén, sales manager
adam.ritzen@zystems.sePhone: +46 70 840 0220