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 iSoftStone – IT Services, Software Consulting, Accessibility Consulting

iSoftStone - IT Services, Software Consulting, Accessibility Consulting

A step above: We help you reach the next level in digital transformation

  • Who we are
    • Our values
    • Our story
    • Our clients
    • Our world presence
  • What we do
    • Solutions
    • Content services platforms
      • What is CSP?
      • Solution Enablement Toolkit (SET) for CSP
      • Nuxeo systems integrator
      • Meet our Nuxeo developers
      • Content Services Platforms resources
    • Robotic process automation
      • What is RPA
      • Solution Enablement Toolkit (SET)
      • Automation center of excellence
      • Journey to intelligent automation
    • Adobe Experience Cloud
    • SharePoint services
      • Microsoft 365 automation
      • Solution Enablement Toolkit (SET) for SharePoint
    • Collaboration & Web CMS
    • Services
    • Accessibility compliance
      • Accessibility development & design
      • Accessibility testing
      • Accessibility training & learning
      • Accessibility file & document remediation
      • Accessibility resources
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Support services

Home ‣ What we do ‣ Support services

Outsource IT support needs to stay focused on business core competencies

Businesses today would be hard-pressed to survive long without the capabilities provided by their IT organizations. Software systems, tools, applications, services and infrastructure form the underpinnings upon which businesses rely to manage, sell and deliver the value they bring to customers. Failing to keep pace with seemingly endless technology advances can expose businesses to the very real risk of falling behind the competition.

What can companies do to reduce costs without sacrificing the benefits provided by Software/IT? Outsourcing Support Services can free a company from the expensive proposition of building and maintaining this capability from its own labor resources. Leveraging iSoftstone’s Support Services expertise frees companies to concentrate their own resources where they deliver the greatest return…on their business expertise. 

Support services keep systems, applications, and services healthy and available for the users that rely upon them

Companies are heavily reliant upon systems, applications, and services for running their businesses. When system disruptions occur the impacts can range from user frustration to financial loss due to lost sales, opportunities and effort.  While it may be impractical if not impossible to entirely eliminate all potential threats that might occasionally inhibit or prevent users from fully utilizing a company’s digital experiences, an excellent mitigation to such occurrences is a strong Support Services capability.  

Just as your company has key business expertise that set it apart from its competitors, iSoftstone has expertise and experience that make it a great choice for meeting your Support Services needs, be it for a single application or across the enterprise. 

Support services offerings

The types of support provided can range from one to multiple services according to needs.

Monitoring

Application endpoints, log files, etc. are continually checked to ensure they are working and alerts are sent to support team when they aren’t

Maintenance

Patch releases, bug fixes, minor enhancements 

Service desk

User issues/inquiries submitted to Tier 1 support and either resolved immediately or routed to Tier 2/3/4 as appropriate

Incident response

Critical disruptions to production operations are responded to and key teams and resources are engaged 

Root cause analysis

Investigation together with other teams as appropriate, of an issue/incident to determine the root cause source, be it in the application or the platform, environment or network in which it runs

Issue resolution

Corrective steps taken to resolve an application issue and restore production health

Knowledge base management

Update and maintain a repository of information regarding an application and its production operation that can be referred to for future support challenges

Support services tiers

Not all issues are alike and efficient support teams apply the right skillsets accordingly to ensure efficient and responsive service.  

Tier 1
Service desk / Support technician

Address incidents, events, and user requests 

Basic level of tech knowledge, reliance on SOP/FAQ 

Tier 2
Support engineer

Escalation from Tier 1 

Assess & resolve issues requiring more advanced resolutions 

Experienced and knowledgeable technicians

Tier 3
Support specialist engineer

Escalation from Tier 2  

Root cause analysis using deep knowledge of code, designs and specifications  

Issue fixes implemented, deployed, documented and communicated to Tier-1 and Tier-2 for future reference 

Tier 4
External support

Outside teams supporting an external dependency component/service/app related to the overall customer experience but not within the organization’s support scope 

A variety of tools are available to assist in the many facets of Support Services 

Support Services rely on many different types of tools, solutions and infrastructure to aid in managing and executing the wide range of support activities. Which tools are to be employed depends on support needs and technologies involved, as well as what might already be in use across the enterprise. Some aspects of Support Services where tools, solutions, and infrastructure can provide great benefit include the following: 

Monitoring and alerting

Provides application, service, infrastructure monitoring which can be leveraged to send alerts when issues arise, such as Nagios, Patrol, SCOM, Azure Monitor, and many others 

Service management

Create workflows for managing requests, issues, etc. including ServiceNow, Remedy, ServiceWise, Jira Service Desk 

Code management/Dev Ops

Tools like Azure Dev Ops, GitHub, Jira/Bitbucket, etc.

Knowledge asset repository

Capture and publish RCA, SOPs, FAQs, and troubleshooting tips utilizing wiki pages, SharePoint, etc. 

Dev & test

Development, Testing and staging environments that replicate production systems for Issue reproduction and resolution verification 

Why iSoftStone

We are a global digital consulting company with expert business domain knowledge, deep product knowledge, trained and certified software development engineers, and in-house expertise to design and deliver quality, innovative solutions. 

We ensure customer success through our consultative and collaborative approach to determining the best solution to your specific Support Services needs. 

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Get in touch

  • info@isoftstone.com
  • +1 425-216-6300
CONTACT US

iSoftStone

  • North America Headquarters
    188 106th Ave NE
    Suite 610
    Bellevue, WA 98004
    USA


    New York
    777 Westchester Avenue
    Suite 101
    White Plains, NY 10604
    USA

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