In the utilisation phase we support our customers within the fields of technical and logistic support / material management as well as software maintenance. Material management priorities are IT-supported equipment verification and regeneration planning. The focus in software maintenance is on the analysis and improvement of legacy systems as well as on planning and execution of software maintenance measures.
Technical and logistic support / material management
In the context of the technical and logistic support / material management the verification of IT equipment is data base-supported. We support the material documentation from generation and data administration, data evaluation, all the way to data protection.
- data base-supported proof of IT equipment (stage overview)
- location proof of devices including site determination and completeness checks
- planning and proof of maintenance and repair
- device logs
In addition to that, we provide various evaluations and analyses as well as advance planning:
- technical-analytic evaluation of the logistic status quo (stock, repair, maintenance, failures)
- obsolescence management
- regeneration planning
- ad-hoc evaluations
We thereby support the regeneration planning of IT equipment in all phases:
- planning of regeneration cycles
- definition of device details for the IT equipment to be regenerated
- device procurement and planning/monitoring of device supply including start-up
- Production of the material documentation for the building condition overview
When entering the software utilisation phase (simulation), the current operation phase permanently requires necessary and/or advisable software maintenance measures. Among the software maintenance issues are
- error management,
- requirement management and
- user support.
System failures or errors, but also customer inquiries on use and operation are documented, evaluated and eliminated, while inquiries are answered. Users usually communicate errors in writing or via phone unless they have not already recognised them in the context of the systems analysis. After containment of the error, it is immediately eliminated by a suitable expert to be selected from the developer team. The failure recovery process can also consist in training users as to how to operate the system. The process is documented and integrated in the regular reporting system. The user receives appropriate feedback.
If the problem is not an error, but rather a non-existing, but desired functionality feature, we estimate the costs to implement the requirement and – after coordination with the customer – either immediately implement it (in case of low costs or high importance) or provide a specification for its implementation (if costs are high). For the implementation the requirement as well as the expenses in terms of finances and time is documented in the list of desired requirements and prioritised by the user. If the regular systems analysis results in a (for example security-relevant) obsolescence, a necessary measure can be derived.
A higher cost requirement might not only result from error management – thus from current operation – it can also occur in the context of the preparation of trainings, exercises and experiments as direct customer inquiry. In the context of the user support and together with the customer we develop a reliable specification considering functional and economic aspects, which is then added to the list of desired requirements. We also consider feasibility and technical realisation risk.
To optimally support our national and international customers we use highly-qualified personnel and integrated teams. Military and civil standards, such as the current support service catalogue (BLK) as well as the IT Infrastructure Library (ITIL) V3 are our manuals here. On this basis we guarantee reliable, flexible and fast support of our world-wide customers.