2.3 - The CrescentOne Services
The services that are part of the service portfolio all add their own value. But the value of the whole is more than the sum of its parts.
- Patch Management
- Database Administration
- Service Management
- CrescentOne Academy
- Business Process Analysis
Patches are added to releases as a solution to the root cause of a problem. Most problems are identified by reoccurring of incidents. Patches are implemented to stabilize the system and to stop occurring those disruption of service levels.
Patch Management is a service focussed on a stable system and less interruptions by implementing solutions to known errors.
The back-end of the G2 ERP contains a database. The application known to the users is in fact an interface to this database. An organization using an ERP system is very dependent on that system and their fore the database.
Managing the application and keeping the application stable with the patch management service does not guarantee a healthy and stable database. Managing a technical component in your architecture like your database can be very complex.
DBA is a service focussed on continuity of the system, integrity of the data and the availability of the back-end. Managing this will lower the change that these errors arise and prevent worse.
Patch management and DBA are services prevent interruptions and disasters. Still questions will arise and errors will occur. When these incidents occur you want them to be handled as agreed on. This can be a question, an error message or data that isn’t correct.
Service Management or ITIL is a library of good practices that handle these incidents by register and dispatch them. This part of Service Management (or more accurate Incident Management) is focussed on restoring the service level as agreed on. This could be an answer on that question, a workaround to avoid the error, or a restore of data.
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Like our colleagues developing and implementing other brands of ERP systems or alike we know that keeping control of your system can be challenging. A lot of knowledge and experience is needed. On several levels. You need to understand business processes, how these can be implemented with an ERP system, how to configure those solutions and how to maintain them.
Also like our colleagues we commit a stable and healthy solution at the customer side. We do so by using our knowledge and experience or good practices. Those good practices are not a secret, we want to share them with our customers and the employees using the ERP system.
We believe that having a good understanding of the system and the good practice how to use it, the users will be able to use the ERP system sooner and will be able to implement processes that fit the organisation better.
Those good practices are captured in the CrescentOne Academy (COAC). The academy is focussed on providing customers and their employees with the knowledge and skills to use the G2 ERP to its full advantage. It will shorten the on boarding of new employees, smoothen organisational changes in the roles, or implementation of new functionality and their fore improve the return on investment.
It is sometimes even difficult to oversee the complete business processes in an organisation. A Business Process Analysis (or Business Process Review) can be a very helpful tool to get this insight. Not every organisation has the time or the skills to do this review themselves.
BPR is part of the service portfolio that focusses on that insight. It provides a clear base of the current processes in place, but more important were to improve those processes and how to implement this following good practices.
Improving isn’t very useful without a good process to maintain those processes, to keep improving so to say. This way the hard work will keep adding value to the business processes in the years to come.
Looking at the pieces of the service portfolio one can see a clear connection between these services.
The basic idea of course is using the added value of the ERP system to its advantage. Without disruptions and based on good practices and smooth processes.
Still not all requirements will be solved or implemented within the limits of these services. Change will be needed, bigger errors occur, organisations merge and not all questions are solved with a simple answer, a work around or by – even well educated – employees.
Those questions we will address to our consultants. Not exactly a service in the sense of the pieces we explained here, but in those situations when customers have those different needs.