 Our Professional Services team helps you maximize the benefits of your BMC Application Problem Resolution system—from initial implementation and rollout, to deployment throughout your organization—while providing process and technical guidance along the way.
Services tailored to your environment and processes
Our professional services are focused on helping you automate and fully optimize your organization’s process for resolving application issues with BMC Application Problem Resolution. Starting with an assessment of your application architecture, environment, and related processes, we then customize an implementation plan that integrates with your current workflows and infrastructure.
Leveraging our set of best-practices developed over hundreds of implementations, the resulting problem resolution workflow design, deployment architecture, and custom instruction for your organization are geared towards delivering maximum value with minimum disruption. Your customized implementation plan will take into consideration several factors:
- Distinct or integrated application development organization workflows:
- Pre-release application development and testing
- Production application support and maintenance
- Process and technical integration with functional testing, load testing, performance testing, user acceptance testing, etc.
- Integration with bug/issue tracking, support ticket management, automated testing tools, application logs, etc.
- Application architecture: client/server, thin client, hosted applications, Citrix, etc.
- Application development and/or support arrangements including in-house, distributed, remote, contractor, and/or outsourced resources
- Application support environments that may consist of remote client support, Web applications, customer support portals, etc.
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Professional services talent and experience in application problem resolution
Our consulting professionals are all former application developers themselves, each with deep experience in a variety of technical environments, related tools, application development organization types, and industries. In addition to being experts with BMC Application Problem Resolution, our consultants are industry thought-leaders in the discipline of application problem resolution. Your organization should expect to benefit not only from their technical skills and mentoring abilities, but also from their significant knowledge of and guidance with application development optimization processes.
Achieve substantial, continuous value with a formal implementation process
To ensure that you receive significant, sustainable value from your investment in BMC technology, we have developed a formal implementation methodology, ADOPT™, that defines a specific yet flexible set of project roles and activities. No two implementations are the same, but the ADOPT methodology lays out an experience-based roadmap that leaves nothing to chance and leads to your organization’s self-sufficiency with BMC Application Problem Resolution. The methodology includes the following phases that are planned and scheduled based on the scope and nature of your investment in BMC Application Problem Resolution:
- Preparation and Strategy: Activities focused on introducing and aligning key personnel from each of our organizations, understanding your overall objectives, determining an engagement strategy, and planning for project commencement
- Discovery and Analysis: Activities for planning and kicking-off the project and ensuring a comprehensive understanding of your application development organization, relevant processes and procedures, and technical environment.
- Architecture and Design: Activities for designing enhanced and streamlined organizational workflows, crafting role-specific processes, and determining the ideal technical architecture
- Deployment and Activation: Activities targeted at customizing the BMC Application Problem Resolution, integrating as planned with ancillary tools, installing and configuring the entire system, deploying and validating the implementation, performing process and technology instruction (both classroom and personal coaching), and implementing a management reporting solution for ensuring desired adoption and usage
- Guidance and Assurance: Follow-on activities for ensuring improved and sustained adoption of the BMC Application Problem Resolution-based problem resolution processes, optimizing workflows, providing advanced BMC Application Problem Resolution training, providing ongoing or retainer services, and advising management on improving, enhancing and/or expanding the implementation.
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Support at your fingertips
In addition to the personal touch of our professional services group, as a BMC Application Problem Resolution customer, your organization also receives access to our support portal. This invaluable resource offers hundreds of articles authored by our consultants that are specific to particular environments and BMC Application Problem Resolution features. Users are also encouraged to post questions and communicate with our support and consulting professionals using this forum.
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Contact us for more information about how Professional Services can help with your implementation |
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