Managed Service
Support

Optimising system performance with timely and knowledgeable help when you need it.

Our goal is to ensure your asset management systems deliver the same standard of performance that you expect of your assets themselves – minimal unexpected downtime, and a strong return on lifetime investment. Managed Support is how we deliver.

Managed Services transform the reactive, ‘break-fix’ model of support into a proactive program of monitoring, maintenance and continual improvement. Under Clarita’s Managed Service Support package, we assume the day-to-day responsibility for your asset information ecosystem. Support for incidents, problems and service requests is delivered within agreed service level targets.

By supporting the environment as a whole, rather than isolated applications, we can better diagnose and resolve issues and work towards realising improvement opportunities. Components of the supported environment typically include:

enterprise asset management application, with particular expertise in IBM Maximo
geographic information systems, including the Esri ArcGIS stack and Geocortex
middleware such as FME and WebMethods
enterprise mobility platform, including EZMaxMobile

A Managed Service Support agreement provides access to Level I, II or III support when your team needs assistance with implementation, technical troubleshooting, patches/upgrades, report development or general system administration. Clarita’s support team is wholly based in Australia, offering certified technical resources at the end of the phone or onsite.

Available services include:

Service Desk
Event Management
Incident Management
Problem Management
Request Fulfilment

In keeping with the ITIL framework, Clarita’s Managed Support service is governed by a Service Level Agreement, providing accountability of performance against established targets. This includes hours of support, roles, responsibilities, accountabilities and priority definitions for all the services being provided. A Service Desk report is provided monthly, providing accountability against the agreed service levels.

FEATURED CONTENT

Maximo maintains heavy engineering equipment

Clarita upgraded Austube Mills Maximo platform, developed customised reports and integrated with the inventory component of the firm’s financial systems.

Get Support

Authorised users can log requests with the Service Desk. Use the following information to log and prioritise tickets for a timely response.

Collaboration
Share knowledge and experience with Clarita's highly specialised skills 'on-demand', rather than on the payroll.
Mitigate Risks
Reduce the financial risks associated with unexpected downtime and slow response to critical incidents.
Flexibility
Scale up or down quickly and easily as your business needs dictate.

Reliable
Continuity of service to agreed levels regardless of annual leave, overtime or competing priorities.
Transparent
Service management tool monitors performance and monthly reporting keeps teams accountable to service level agreement.
Predictable
Low capital outlay with predictable monthly costs.

Download Clarita's Guide to Managed Service Support

WHITEPAPERGuide to Managed Service Support

Learn more about the structure, standard inclusions and delivery approach of Clarita's Managed Service Support offering.

Download Whitepaper

SERVICES & SOLUTIONS

Maximo Application Suite

EAM as a Service

Software Licensing and Advice

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RELATED Insights

Clarita’s response to the Apache Commons BCEL security vulnerability (CVE-2022-42920)

A critical vulnerability was identified in Apache Commons BCEL on 15 May. Clarita’s Managed Service Support team is currently assessing the impact for Clarita clients and will provide updates as the situation progresses with advice and suggested actions.

Clarita’s response to the Apache Log4j 2 security vulnerability (CVE-2021-44228)

A high severity vulnerability was identified in Apache Log4j on 9 December. Clarita’s Managed Service Support team is currently assessing the impact for Clarita clients and will provide updates as the situation progresses with advice and suggested actions.

Microsoft’s March Security Update impact for all Maximo sites using LDAP authentication

All Maximo sites that use LDAP to authenticate users against Active Directory should be aware of the changes in the March 2020 Windows update.

Keeping IBM Software Up-to-date

Overview of IBM’s terminology and general approach to software management to help clients understand maintenance updates & when to apply them.

Managed Service Support