Vyom Labs Support Services
Vyom Labs offers a wide range of Support Services over various BMC products like ITSM, TrueSight, MyIT, Control-M, Smart Reporting, Dashboard, Analytics etc. since many years. Vyom Labs is currently managing a host of support projects for its various customers around the globe by meeting their customized needs and requirements.
Challenges Faced by the Customers
Inadequate monitoring and tracking tools
Lack of expertise
Complex integrations with various other tools & API’s
High-end upgradation issues of complex applications
Deep customizations
Lack of solutions over application bug fixes
Our Offerings & Solutions
Vyom Labs support services have the various service models that our organization offers which are listed under below categories:
Product Support Services
Product support services are provided by Vyom Labs in conjunction with product companies.
Following is the model that is being followed for Product Support Services:
Managed Support Services
This support service is provided by Vyom Labs for all the BMC or other product users or their end customers.
As a BMC Elite partner, Vyom Labs has carried out implementation, licensing & support activities for all BMC products. As a part of this partnership, Vyom Labs also provides its L1 Support services to all customers.
The major advantage of this services from Vyom Labs over others is the fact that due to our various implementation capabilities we have established a good skill level to handle various issues at L1and L2 product level itself, and combining it with our operational support services we ensure that the issues get responded in very minimal time and are resolved based on the priority basis.
Vyom Labs also provides a quick channel to connect to BMC support.
Value Addition
Following are the features of Service Desk Support Services that add value to the customer needs:
- Priority attention to your call
- Direct access to Customer Service Executive to report issues via phone, email or website (self-service)
- Availability to highly skilled engineers who has been trained to provide prompt, comprehensive and accurate resolution to issues
- Availability of knowledgebase, technical documents, and best-practices documentation via self-service
- Coordination of efforts with vendor, operations and sales to address open and reported issues
- Log incidents with BMC as appropriate and document reported issues
- Answers to your questions about the application, ITIL® processes, and best practices; where to find additional information and provide knowledge articles
This category of managed support services offered by Vyom Labs with following structure:
- This is a customized support solution where support engineers location (Offsite or Onsite and Offsite Combination) is dependent on customer needs
- Depending upon the agreement, team/engineers are finalized on the basis of dedicated or shared team model.
- The team is comprised of different skills like Remedy ITSM, BPPM, ADDM, Smart Reporting, BMC Analytics, SAP-BO etc.
- A team is responsible for L1-to-L3 level support and also involves in configuration and customization.
- A combination of engineers is deployed in all shifts for various customers (like 9*5 support or 12*5 or 24*5 support or 24*7 support).
- SLAs are agreed with the customer.
- Shared Vyom Labs managers.
- Customer and Vyom Labs managers together handle the team.
Value Creation
Vyom Labs helps the customer to achieve following values:
- We have the ability to provide quick and effective access to knowledge articles which customer’s staff can use to improve their productivity of business services carried out over BMC products.
- Our incident management approach includes the capability to identify business priorities of the customer and dynamically allocate resources as necessary to implement workarounds.
- Customer to focus on their business activities while we handle & manage their incidents over BMC products.
- A single point of incident resolution for BMC products as Vyom Labs provides support over not only OOTB features but also on various levels of customizations carried out on BMC products.
- Solve incidents effectively & efficiently with varied skill levels (L1-L2-L3) over different BMC products (My IT, Analytics, Apps, ARS, Smart reporting, SAP-BO etc.). We ensure to have great coordination in between teams.
- Solve complex issues including customizations on BMC products by ensuring a great collaboration from Swarm calls, bridging, follow the sun etc. approaches between our different expert teams.
This kind of services is a type of premium service offered by Vyom Labs. It is customized solution which focuses on customer needs & requirements. Following is the structure for Platinum Support services:
- Vyom Labs highest level of support.
- An outcome-focused, proactive service that provides strategic and solution expertise to customer organizations that demand personalized attention and elevated response.
- Delivers a team of skilled resources who focus on both your business and your IT strategies
- Provide more assured, reliable and best performance services.
- Manage the customer application with high availability and performance.
