Don't Pay for the Same Answer Twice
The discovery, documentation and retention of information are the key to supporting a complex business critical application. Verdant views Knowledge Management as a top priority and a critical differentiator for its application support offerings.
Web Portal
As part of our service, customers will have access to a customized web portal. This allows for collaborative knowledge sharing and a centralized location for documentation.
Examples of portal content:
- Tickets and issue tracking
- Project plans and task lists
- Personal Knowledge Base
- PowerFAQs for end users
- Contract and billings information
- System metrics charts
- Alerts and Errors
- Patch Management
Knowledge Base
Verdant maintains a knowledge base that contains information gathered from our support and project activities at all of our sites. This allows our customers to leverage this intellectual capital to resolve their own issues and assist with critical decisions. These real world “lessons learned” are a benefit to all of our customers.
Compliance with a comprehensive knowledge retention policy prevents an issue from occurring over and over again, generating needless support tickets and delays in business processes. At Verdant, once an issue is identified and resolved it will be documented in the portal for future review or training activities. Our PowerFAQs take the familiar concept of a list of frequently asked questions and takes it to another level, providing links to white papers, configuration documents and step-by-step video tutorials.
System Metrics
The old adage that “you can’t manage what you can’t measure” is quite true. Verdant employs monitoring at every tier of your application stack, from the web server to the database. These monitoring tools not only deliver alerts to our support staff for action but also retain the collected information in a database for retrieval and reporting. System metrics will be summarized and presented to your portal for review. These metrics can be used to analyze system usage trends to support decisions about upgrades and hardware enhancements.