Problem management

“Problem management process model aims to minimize the total impact of problems on the organization. Problem Management plays an important role in the detection and repair of problems to prevent their reoccurrence”. Source: ITIL Problem Management

Emerio goal of problem management is to minimize both the number and severity of incident and problem. It should also aim to reduce the adverse impact on incidents and problems that are caused by errors. It also prevents recurrence of incident related to these errors. All these problem resolutions are documented as a ‘store in knowledge’ database for immediate reference.

Problem management has reactive and proactive aspects

• Reactive – problem solving when one occurs
  
• Proactive – Identifying and solving problems and known errors before it being reported
  

Emerio Problem management includes:

• Problem control, which includes advice on the best workaround available for that problem
  
• Error control

Root Cause Analysis

Emerio’s RCA is a structured step by step modus operandi that focuses on finding the real cause of a problem and on how to permanently fix it. Instead of dealing with symptoms, the Root Cause Analysis ascertaining and analyzing the causes of problems, to determine how these problems can be solved or be prevented from occurring.

Goal of a root cause analysis is to recognize:

• What happened?
  
• Why it happened?
  
• What need to be done to prevent the problem from recurring?
  

When RCA would be used:

• During Emergency/Severity 1 issues reported
  
• More than 1 approach to deal with a problem

Package Upgrade Services

• We have extensive experience in Products Oracle E-business, Hyperion, SAP, Peoplesoft, Cognos, the services include product installation, evaluation, porting setup and data migration, and customization, training and testing.

Migration Services

The key to successful migration is to ensure that existing applications run effectively on the new platform without inconsistencies or errors. The migration includes application and data migration.

Emerio approach to success migration includes

• Review of current application
  
• Establish application Migration Strategy
  
• Requirements for Migration Approach
  
• Migration plan
  
• Platform interoperability
  
• Setting up environment
  
• Interface modification
  
• Code translation
  
• Deployment issues
  
• Maintenance
  
• Documentation
  

Each stage of these processes will be designed, developed, tested and validated so the transition and migration is traceable throughout the migration process.