ORBIS Application Management & Support

We work together with you to develop an application management concept that is tailored to your company and your individual situation.

ORBIS gives you integrated support in every phase of your digitalization process with select ALM tools: from strategic consulting for your digitalization projects, process consulting, organizational consulting and change management consulting, to implementing, integrating and rolling out individual projects. This creates a sustainable Application Lifecycle Management process across all applications (across all software).

The diagram below illustrates how application management is integrated into the phases of a holistic application life cycle management (ALM) as part of an agile evolution of your digitalization initiatives. We support you as the user with your user software in line with the best practice guidelines and ITIL support approach throughout the entire life cycle (ALM process).

Support during ongoing operation is a key success factor for the IT department in your company. We support your digitalization project by providing customized services relating to all Microsoft applications and always have an eye on your system. The application operations in your company improve constantly through targeted maintenance (including updates of your system), support and optimization of your processes with the help of (2nd level) Application Support by ORBIS.

In addition to the actual application support, we help you as part of Application Operation Services with proactive services for quality assurance with technical, infrastructure and administrative services for cloud-, hybrid- and on-prem deployments.

ORBIS Application Management Services optimize the application experience and the success of the entire initiative on one hand. On the other hand, we support the user with technical services that increase availability and relieve your workload in operational and administrative tasks. This allows you to efficiently use your resources in your IT department.

In the following, we sum up for you what services (AMS) we provide for your company:

The Service Desk offers a central “point of contact” for support in case of problems and inquiries. Support cases can be submitted by email, over the phone and using a central customer portal.

The Customer Support Portal is used as a self-service ticket management system. This can be used to enter new tickets and view the progress of current cases.

Microsoft Premier Support by ORBIS: we offer you the possibility to benefit from the Premier Service of the provider Microsoft without concluding a separate service contact with Microsoft.

Incident Resolution Time Management & 24/7-Support: ORBIS offers a guarantee for a short resolution time of a problem, depending on the degree of severity. 24/7 support was created to be constantly available for you.

Application Management by ORBIS is split into two areas: Application Support Services and Application Operation Services.

The Application Support segment includes services like incident management, release transition advice and issue management.

The Application Operation Service includes the three circles in the top left-hand corner of the diagram, infrastructure and cloud management, security and user management and monitoring and administration services.

The classic Application Support package provides long-term maintenance, support and further development of your application. This includes agreed reactive services like the ticket management system according to the support contract.

• Incident management: If faults occur in your applications, our experienced dynamics and IT consultants will initiate measures to eliminate the faults together with the specialized Center of Excellence. 
• SLA management: Standardized or personally agreed Service Level Agreements (SLAs). The services that our IT Operations team provides are measured, recorded in KPIs and provide analyses of service quality, quantity, performance and satisfaction.
• Service Request Management: Experienced consultants at the ORBIS Service Desk and the specialists at the ORBIS Centers of Competence are also available to answer questions and help with other issues besides faults and problematic situations.
• Project / Change Request Services: In day-to-day business, there can be lots of minor changes to applications even when the implementation consultants aren’t on site or the in-house support organization can’t take action at short notice. Our experienced team can quickly implement these minor changes and developments and integrate them into your existing workflows within the support contract.
• Release Transition Advice: ORBIS monitors product updates, changes and developments (release waves) by Microsoft, even in the early stages, and identifies relevant changes with need for action that are important for your business.

Additional packages can be booked separately and customized to meet your needs. For this purpose, we discuss your personal requirements and bundle these to use them in requirements management. You can get additional information in a consultation with our experts.

These are flexible proactive services agreed with you that are personally defined with us and specifically tailored to your specific needs.

In addition to the actual application support, ORBIS assists you by providing technical, infrastructure-related and administrative services for cloud, hybrid and on-prem deployments to guarantee the overall system’s availability and to ensure you get the maximum benefit out of your application.

You can use the following Operation Services with us:

• Monitoring & administration services: Proactive monitoring of cloud-hybrid, on-prem and integration solutions, troubleshooting and maintenance (importing service packs, CUs, index maintenance and cloud services like Azure and Kubernetes)
• Security & License / User Management: Conceptual design and review of security architectures and solutions, administration and coaching, as well as operational user management
• Infrastructure & cloud management: Cloud readiness check, infrastructure architecture and sizing, as well as deployment of cloud services

We conclude a long-term service partnership with you based on a support contract for application management services with corresponding SLAs. In this context, our experienced Support team is the interface for all of your concerns, which helps you to resolve disruptions and fix problems with the software promptly with our fully comprehensive Microsoft Support offer.

Do you have more questions and aren’t an ORBIS Support customer yet? No problem! Make the most of our one-on-one advice! Get in touch with us - Our employees will be happy to help you find more information about suitable solutions and present the tools in more detail.