Ongoing Technical Support

Overview

The Ongoing Systems Programming Support Service Offering is provided by Best Customer Solutions, Inc. as a way for users of S/390 or zSeries processors to augment or outsource some or all of the systems programming support necessary to maintain their IBM mainframe. Have you lost a member of your systems staff, and is finding a replacement proving problematic? Best Customer Solutions can provide you with a well-qualified staff member who can keep things running until you find someone on a permanent basis. Looking to outsource some or all of your systems programming effort? BCS can help with this, too.

The Ongoing Systems Programming Support Service Offering can be configured to include one or more of the following features: (1) A limited-duration, project-oriented assignment which is completed when specific objectives are met, (2) A limited-duration commitment of a general support nature where one or more members of the BCS staff can fill in for departed system programmer(s) until they can be replaced or until the need for the position is eliminated, (3) 24X7, on-call support for some or all systems software (IBM and Third Party) which is being run on a system, (4) Interfacing with and supporting application programming and operational departments, and (5) Long-term systems support for one or more products, effectively outsourcing specific systems programming position(s).

Description

Establishment of ongoing systems programming support starts with a kickoff meeting and planning session held onsite at your location, and has the following objectives:

Familiarize members of the BCS staff with the S/390 environment where ongoing systems programming support is to be performed. A System Environment Questionnaire is provided to aid in this process.
Define responsibilities to be performed and products to be supported in detail, with the result being a written job description.
Introduce member(s) of the BCS staff to the members of your staff that they will be interfacing with, and define the procedures for interfacing between individuals, departments and companies.
Identify and clarify system documentation standards, interdepartmental procedures, change control procedures, testing procedures, notification procedures etc. which are to be adhered to, so the work done by members of the BCS staff can be consistent with that of other members of the systems programming staff.
Determine logistics such as Userids, security clearances, onsite facilities, dial-in access, a brief orientation to using the system, etc.
Determine status meeting/conference call schedule, status reporting requirements, etc.

Once the orientation is complete, assignments are agreed to, and interfaces are defined, ongoing systems support can begin. Specific responsibilities which may be included are:

System maintenance and tailoring.
Resource definition and other system changes required by applications, operations, or other departments.
Troubleshooting and problem determination.
Product installation and upgrades.
Performance and tuning.
Data backup and recovery.
Disaster recovery.
Security administration and definition.
Documentation and written communication as required.
Analysis and recommendations regarding new applications or products.
Other responsibilities as defined by you, our client.

While performing ongoing systems programming support, every effort will be made to adhere to the existing system structure, system standards, documentation procedures, and other aspects of how your system has been set up. If desired, recommendations can be made regarding possible improvements in this area, based on our experience with a wide variety of other systems.

Best Customer Solutions, Inc., has provided ongoing systems programming support to a number of clients in the central portion of the United States, including one assignment involving 5 individuals which outsourced essentially all systems programming support (including 24X7 on-call support) for a large paper producer for over 3 years. References can be provided upon request.

Best Customer Solutions, Inc., is also willing and able to provide training for systems, operations or application personnel, as negotiated at the time a contract is agreed to.

As part of this service offering, a client liaison from your staff must be designated to serve as an interface between members of your organization and members of Best Customer Solutions, Inc.

Summary

The Ongoing Systems Programming Support Services Offering is a tested, seasoned approach to offloading some or all of your mainframe systems programming support effort, on either a temporary or permanent basis. This service offering can be tailored to your company's specific needs, and is not necessarily limited to the above description. If you have interest in this service offering, please contact Jim Schesvold at 1(715)341-6489, or contact Jim via email at jschesvold@mainframehelp.com.