Support Services

We at Capture follow the ITIL (IT Infrastructure Library) model for delivery of application support services to minimize the possibility of incidents and to address our clients’ needs for fast changes.

The basis of our support services is the ITIL model, an international accepted de facto standard and proven in practice. ITIL deals with the processes from the service strategy to the design, implementation, operation and the continual improvement of IT services (ITSM).

Core Services

Incident Management

Evaluation and resolution on system incidents from 2nd level tickets. Reporting and tracking on incidents with the software vendor to restore services to the users as quickly as possible.

Problem Management

Analysis of the root cause and setting measures to avoid future incidents.

Service Requests

Receiving, managing and performing service requests, user requests and small configuration changes.

Upgrade Management

For a better user experience and to manage major technical risks and challenges within an upgrade project, we install and test recent software versions and hotfixes.

Additional Services

2nd Level Support

We can relieve your 2nd level support by providing a business process resolution service that has a direct connection to 1st level support tickets.

Application Operation

Configure, update, monitor and maintain databases, reporting and application server software on all system relevant environment.

Change Management

Support to set up and maintain change management processes. Our services include receiving and assessing change requests, designing solutions and the estimation of efforts as well as the definition of business continuity and disaster recovery (BC/DR) plans.

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