Managed Services for Software Applications and Integration

When Managed Services Make Sense

Remote services for managing software become a strategic business decision when:

  • Organizations must focus on core competencies
  • Support costs are too high
  • In-house resources are stretched
  • Quality of current support services is poor or sporadic 

What it is

Ceiba Solutions offers remote services for managing its application integration projects. These services are combined with Ceiba’s application integration and composite software development business.

Managed services for applications and Ceiba’s integration technology include:

  • 24/7 Help Desk
  • System monitoring
  • Incident capture
  • KPI reporting
  • Coordinated issue resolution 

How it Works

Tracking and Reporting – Ceiba Solutions uses its help desk and web-based, incident tracking software to monitor, manage and maintain software applications through reported incidents. Ceiba offers a menu of options based on the degree of support needed. In summary, these are:

  • Monitor & Report: Ceiba is the communication hub for all issues and incidents
  • Monitor & Manage: Ceiba tracks and manages all issues and incidents with application vendor
  • Monitor & Resolve: Ceiba tracks and resolves all application issues and reported incidents 

Deciding for Your Business

How do you know when managed services make sense for your business? Some indicators include:

  • Unclear method of seeking support
  • Overlap between the user administrator and the software vendor help desk can lead to confusion and inefficiency
  • Incident ownership is confusing
  • Accountability suffers when reported incidents are debated rather than fixed
  • Lack of visibility into resolution progress
  • No real-time access to tracking of reported incidents
  • Unable to answer “how are we doing”
  • Metrics are vague or lacking entirely, and no one is sure where things stand 

Business Benefits

Commonly noted factors in justifying a managed application service approach include some or all of the following:

  • Reduced operational costs
  • Improved application management response and support
  • Leveraged expertise and knowledge
  • Supported new technologies