AbitMORE SCM Helpdesk Highlights

Operate a ChangeMan ZMF Helpdesk

• Implement and operate a ChangeMan ZMF helpdesk (including training).
• By certified SCM experts who are easily accessible and always available, and equiped with a (limited use) license of AbitMORE SCM Reporting and AbitMORE SCM Commander.
• By phone, eMail or ticketing system during business hours (from your location or remotely).
• Targeted to all levels (new, experienced, occasional, ...) of ChangeMan ZMF users.
• Compliant to predefined SLAs.
• ITIL-based registration of all helpdesk calls with periodic reporting of all calls.
• Apply emergency customizations (work arounds) for ChangeMan ZMF issues.

Watch duty services

• 24h/day, 7d/week on-call availability.
• Compliant to predefined SLAs.
• Reporting of all watch duty calls.
• Management escalation where needed.

Routine ChangeMan ZMF maintenance

• ChangeMan ZMF administration.
• ChangeMan ZMF application boarding.
• ChangeMan ZMF housekeeping.
• ChangeMan ZMF performance enhancements.
• ChangeMan ZMF space management.
• ChangeMan ZMF tuning of resource consumption.
• Suggest enhancements for ChangeMan ZMF customisations to reduce the number of helpdesk calls and/or watch duty interventions.

ChangeMan ZMF fixes and enhancements

• Create and maintain ChangeMan ZMF user documentation.
• QA testing of new ChangeMan ZMF customisations.
• Develop and implement ChangeMan ZMF enhancement requests.
• Participate in ChangeMan ZMF related DRP-testing.