Professional Services

Accelerate data governance success

Our team of consultants help you enhance your data and effectively manage the information value chain.

We help you create and manage data intensive solutions with Irion EDM and the Ready-To-Go Add-Ons, with a rich professional services portfolio.

Consulting Services

EDM & Business Consulting

Support on specific business issues and industries as well as requirement definition, models and functional analysis.

Solution Design & Review

Irion EDM solution design and operating model set up, check or revision to verify quality,  critical issues and suggest improvements. Covering the following:

  • Feasibility study
  • Solution design
  • Sizing
  • Solution quality review
  • Risk Assessment

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Implementation & Delivery Services

Solution Implementation

Custom Irion EDM solutions as well as Ready-To-Go Add-Ons solutions, including:

  • Irion environment solution technical design
  • Custom component implementation and configuration
  • Intermediate design reviews
  • Unit tests
  • Test environment release
  • UAT and certification based on a number of identified and measurable test cases shared during solution definition phase

Solution Setup, Configuration & Deployment

Customer specific solution setup and deployment, user UAT support, roll out and follow up.

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Managed Services

Team support is vital solution success and long-term sustainability.

Tell us your goal, we will help you reach it.

Our team is made up of product experts and IT professionals who work with you to solve problems, from the simple questions to the most complex technical requests.

Application Support – End User Help Desk 

End users can open tickets to report anomalies found when working on our projects.

*Not available for client or third party managed projects.

Support includes:

  • Classification (triage)
  • Problem determination/User Support
  • Project operational support that includes the provision of operational indications on solution functionalities  (How to …) and/or  user manual references.
  • Solution discontinuity face analysis and solution related found anomalies such as:
    •     Abnormal processing ending
    •     Processing ending without producing output flows
    •     Solution errors or unavailability (or critical features subset)
  • Quick Hints & Tips
  • Priority tickets workaround suggestions

Application Maintenance – Corrective Maintenance Solution

Solution bug fixing interventions on reports of received and verified bugs (see End User Help Desk, Support & Problem Determination).

There is not a life cycle policy and management of fixes is done exclusively in a “reactive” manner when reported by the client, on demand and without a default release plan.

Service is  exclusively applicable to specific solutions according to contract, it includes:

  • Malfunction analysis (See End User Support)
  • Priority ticket workaround or by-pass
  • Design and planning of definitive corrective actions (including ticket reporting on Irion related anomalies.)
  • Solution corrective configurations, parameters or source code.
  • Test environment correction verification.
  • Test environment non-regression testing
  • Issuing client all corrective containing objects and their application plan.

Application Management – Solution Monitoring

Irion monitoring of a defined and shared set of automatic tasks (through workflow probes) or manual (through User Interface), aimed at verifying correct functioning of solutions in production and progress of associated processes.

For instance: workflow execution verification, data upload verification, report generation verification, …

Monitoring can be carried out at set times (cut-off/time based checks) or in reactive mode for on-demand monitoring, except for ticket opening and standard availability times.

It Includes:

  •  Predefined and shared task monitoring
  •  Execution anomaly notifications

 

Application Management – Solution Operations 

Execution of a defined and shared solution related set of tasks (through User Interface), and automatic and batch application processes developed by Irion and built on the Irion platform and its components in the Production environment.

The tasks can be carried out in shared times (cut off) or on demand unless requested through a ticket and within the time frame set for the service.

For instance: flow reprocessing, execution launching , configuration and parameterization changing,….

It Includes:

  • On-demand workflow launch execution processing
  • User Interface execution processing
  • User Interface execution parameter modification (thresholds, filters, …)

Application Support – Designer Help Desk

Help Desk standard email service to open tickets on alleged operating anomalies found during the use of “Designer” mode or in “Power User” mode on the Irion EDM platform and  Designer mode for RTG/RTG Configurator for RTG Add-Ons.

It includes:

  • Classification (triage)
  • Problem determination
  • Quick Hints & Tips
  • Workaround suggestion

Application Maintenance – Product Corrective Maintenance

Irion minor product releases according to product life cycle policy and planning defined by the Product Factory. Releases can be requested, along with product documentation and related change log.

It includes:

  • Classification (triage)
  • Problem determination
  • Quick Hints & Tips
  • Workaround suggestion

Application Maintenance – Product Developmental Maintenance

New major Irion product releases and features.

Releases include features Irion introduces after having eventually collected feedback from the user community, but are not intended to be binding. All based on Irion’s product road map.

New products and modules as part of our offering are as well as already licensed functionalities are not included.

It includes:

  • Access to Irion Support site
  • Access to Support site resources (Changelog, announcement, …)
  • Availability to download releases

Application Management – Irion Application Infrastructure Monitoring

Irion monitoring of identified and clear sets of system indicators, defined on contract, related to the status and use of Irion resources and underlying hardware and software components.

It includes:

  • Cataloging environments and installations
  • Technical infrastructure documentation drafting and updating
  • Irion application
  • RDBMS indicator monitoring
  • OS indicator monitoring
  • Automatic Alert Monitoring (configured and monitored internally by the Irion Support Team (Disk Full, availability of VPN services, …)

Application Management – Irion Infrastructure Management

Irion application architecture system management: definition, cataloging and updating of the Irion application infrastructure (environments, components, versions) and the underlying infrastructure at RDBMS.

It includes:

  • Cataloging environments and installations
  • Technical infrastructure documentation drafting and updating
  • Irion application
  • RDBMS indicator monitoring
  • OS indicator monitoring
  • Automatic Alert Monitoring (configured and monitored internally by the Irion Support Team (Disk Full, availability of VPN services, …)

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