System & Application Maintenance

The firm application of operational standards and the accurate management of the training of the specific resources are a guarantee of efficiency and compliance with the level of service.

CST Competence Centre is a unique and monitored point of access for end users, key users and IT managers, in which requests are managed and documented.

CST Competence Centre” provides the following services:

  • Remote System Administration (Help desk and second level support)
  • Development services
  • Transaction Performance Optimization & Continuous improvement
  • Project implementation
  • System upgrade
  • Advanced system & Business Process Monitoring & Reporting

With thousands of tickets handled by means of a well-established help desk system, the CSTCC maintains and manages different environments for several domestic and international customers on heterogeneous platforms and integrates business processes of large companies and corporate groups, which belong to diversified product sectors.

Application Services
Application Management Service

Is a complete service for the management of the system through handling, system integration, development, consultancy and monitoring services within a relationship based on specified SLA.

Distinguishing features:

  • solid methods, strong and flexible delivery structure and experience with AM services provided to national and international customers
  • no nearshore/offshore
  • dedicated consultant and direct line with Competence Centre

Benefits:

  • solid and guaranteed results and compliance to SLA
  • in-depth knowledge of business processes
  • direct access to Competence Centre professionals
“How To” Management Service

Guarantees access to CST Competence Centre specialists. In case of problems, customer’s key users can activate Competence Centre and request information/procedures for the resolution of the problem.

Distinguishing features:

  • flexible and adaptable service for the real IT-related requirements of the customer (ticket/month amount, customizable SLA)
  • long-standing experience
  • for the resolution of the problem, you can just ask to receive guidelines or also request the specialist intervention (T&M)

Benefits:

  • continuous support for any relevant issue
  • efficient and prompt responses
  • fixed costs with no surprises
Application Management On Demand

Activates CST Competence Centre specialists On Demand only, for services related to application management.

Distinguishing features:

  • the customer requires an on demand intervention of the specialist based on their current requirements
  • CST AM-OnDemand is provided by CST Competence Centre, a team of professionals with a long-standing experience in the functional area
  • prompt response in case of business critical events

Benefits:

  • continuous control of spending
  • effective and efficient intervention
  • reduced Recovery Time Objective (RTO)
Business Process Monitoring

Proactively identifies critical issues within business processes, through a real-time monitoring of core business processes and interfaces within the different steps of the process.

Distinguishing features:

  • based on standard tools and ad-hoc set up
  • proactive monitoring through periodic tailor-made reports
  • guaranteed responsive monitoring through notifications (alerting)

Benefits:

  •  proactive identification of possible issues on defined business processes
  • simple and accessible technical information, accessible even to the business area
  • reduction of the time needed for analysis and intervention, in case of business critical situations
Administration Services
Full Remote Administration Service

Is a complete service for the management and administration of systems.

Distinguishing features:

  • complete governance of the solution, no need for an intervention from the customer, who is only involved in the decision-making process
  • possible extended level of service, up to 24×7
  • dedicated consultant and direct line with Competence Centre

Benefits:

  • reduction of costs related to system management
  • significant reduction of investments in IT resources
  • higher focus on core business activities
  • access to cutting edge technology
System Basic Administration Service

Guarantees a periodic and tailor-made control, based on customer’s requirements in regards to production system. At the end of each control session, the customer receives a report on the status of the main system checks.

Distinguishing features:

  • Our control processes are the result of our long-standing experience in monitoring activities on complex landscape systems.
  • This service is designed on the customer’s requirements and on the peculiarities of their system.

Benefits:

  •  CST Engineer devoted to the periodic control of the system
  • proactive resolution of possible system issues
  • reduction of the time needed for analysis and intervention, in case of critical situations
  • higher efficiency and stability of the system
“How To” Management System Service

Guarantees continuous assistance from professionals specialized in system-related issues, who can effectively respond to Key Users’ requests or requirements.

Distinguishing features:

  • CST HMS is provided by highly experienced professionals
  • it guarantees a flexible and adaptable service for the real IT-related requirements of the customer (ticket/month amount, customizable SLA)
  • it includes on-site interventions for level 1 situations (business critical)

Benefits:

  • efficient and prompt responses
  • reduction of investments in IT resources
  • fixed costs with no surprises
  • continuous support for any technology-related issue
Monitoring Dashboard Service

Is a real-time monitoring service.

Distinguishing features:

  • It is based on standard tools and advanced monitoring tools.
  • It includes proactive monitoring through the creation of advanced reports.
  • It guarantees responsive monitoring through notifications.

Benefits:

  • Proactive resolution of possible system-related issues
  • Reduction of the time needed for analysis and intervention, in case of business critical situations.
  • Higher efficiency and stability of the system
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