Application Hosting: Choosing The Right Provider
Application hosting allows businesses to boost the performance of existing IT systems
. As a result, companies benefit from high systems availability and end-user support at levels that exceed in-house capabilities. It's almost impossible to get the level of expertise, staff redundancy and 24/7 support that can be provided by the right application hosting provider.
When it comes to application hosting services for your dynamic business, you need a knowledgeable and experienced partner that provides comprehensive outsourcing management of enterprise application environments - from application administration for your ERP system to IT infrastructure services.
By outsourcing your applications, you can achieve improved efficiency and overall better performance of your entire IT environment. More importantly, these benefits translate into lower costs and zero headaches for you.
What should you look for in an application hosting partner? Here are just a few solutions to keep in mind if you're thinking about turning your applications over to an outsourcing vendor.
Application Hosting: 24/7 Support Center
The support center should provide comprehensive 24/7 user support, problem tracking and issue resolution for all Level 1 and Level 2 issues. Services may include:
- Call-logging, triage and call-management services
- Establishing customer-defined escalation procedures
- Monitoring and troubleshooting jobs
- Providing detailed, monthly call reports and analysis
- Creating and modifying user IDs
- Stopping runaway or hung processes (database, application specific, printer, O/S, etc.).
- Assisting callers with software navigation and use
Application Hosting: Administration
An application administration team implements and maintains applications in a configuration optimized for your business. These applications include user accounts, output devices, database interaction, batch jobs, patches and customizations. To ensure optimal system performance and availability, the application administrators work closely with the database and operating system administrators to proactively monitor and tune each system.
Application Hosting: Database Administration
Database administration services are designed for data availability and security. At the same time, they focus on maintaining data integrity and optimal system performance. Successful data backups, along with regular restore and recovery testing, are a high priority. Proactive and perpetual system monitoring and tuning ensures high availability of your systems.
Application Hosting: Operating System Administration
Operating system administrators provide support for server infrastructure and operating systems. Services should include systems design, hardware installation, upgrades and patch management, systems configuration, performance monitoring and tuning, security design and monitoring, and daily administration.
Application Hosting: Network Management
Network administration services provide remote, enterprise-wide network monitoring and management. The real-time status of all critical nodes/segments is monitored. Services should include network discovery and analysis, trouble reporting and resolution, trend and usage analysis and capacity planning, and network security management.
Application Hosting: End User Support
Desktop and device management provides support for the entire life cycle of your end user devices. Whether dealing with deployments, break-fix issues or service level agreements, our flexible model can be customized to your specific environment. Engineers can be strategically located on-site or off-site using remote tools to troubleshoot and diagnose problems over the phone, and work closely with you to ensure issues are fixed and documented within established response times.
Application Hosting: Application Functional Support
To maximize the productivity of users, application functional support provides full-time support and training services to customers. These services should include diagnosing and resolving functional problems, acting as the customer liaison with software vendors for problem resolution, conducting functional training for customers' new employees, developing and managing training materials, and performing short-term projects at your sites.
Application Hosting: Application Development
Application modification or customization is often necessary. Although it is always advisable to keep as close to packaged code as possible, developers should be highly skilled in application development and able to design a solution to be as portable as possible to aid future migrations.
Application Hosting: IT Security Administration
Security administration is an essential element of infrastructure management and requires a combination of proven security technologies, well-documented operational policies and expertise. A comprehensive set of security administration services includes internal system and application account management, patch management, virus control management, firewall configuration management, VPN configuration management, security assessments, security event response and forensics, external threat analysis, and intrusion detection system management.
by: Chuck Vermillion
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