Our Environment Management service packages enable our IBM FileNet solution based customers to increase stability, performance and feedback whilst reducing risk, cost and downtime. Our customers have the flexibility to decide how much help they need with their environments, from getting a new system bedded in, to assistance for their personnel, to complete system management.

Each of our packages are designed to offer maximum functionality at minimum cost. We can do this because, through our extensive IBM FileNet experience we have developed a set of standard deliverables and 'remote analysis and administration' software that minimises the need for expensive on-site charges.

Oceanus has considered the complete 'Solution life cycle' when looking at the services our customers' need. This life cycle is cyclic, and consists of the following 'Service categories'.

These services aid an organisation to clearly define what it needs and how it could be put into reality.

The proactive analysis, planning and administration of the environment to ensure problems are recognised early and dealt with efficiently, thus avoiding the impact on service levels inherent in the reactive approach. Our ability to achieve much of this work remotely significantly reduces costs for our customers.

The service categories relevant for EM are 'Service support' and 'Service delivery'. Key services from these 'service categories' have been packaged to meet our customers' requirements of ensuring their systems are operating at peak performance with flexibility over the amount of internal resource they wish to deploy.

In relation to the 'Service support' services, all of our 'EM service packages' include a Helpdesk to deal with the determination of issues and a minimum of 2 fully trained IBM FileNet Certified Professional, or FCP, consultants who will be familiar with our customer's system. It is important to distingush between what support is covered in our standard Maintenance package and where our 'EM service packages' are different. Our Maintenance package:

• provides
  • reactive (Helpdesk) support for 'Features' (Bugs), or software coding error issues
  • access to software updates, fixes and enhancements
  • Quarterly helpdesk reports
• does not provide
  • reactive (Helpdesk) support for configuration and usage issues
  • trained personnel to administer the system
  • proactive analysis of a system to ensure it continues operating effciently
  • coordination-of and feedback-to all relevant parties involved

The services that are not provided in the Maintenance package are covered in our 'EM services packages'. Oceanus offers EM and Maintenance packages for IBM FileNet and CMS. In order to simplify the management of our customers' systems we will offer EM and Maintenance packages on other software and hardware as part of a system containing IBM FileNet and/or CMS components. This allows our customers to have one point of contact and thus responsibility for all elements of the system.

With all our packages we need to clearly understand our customer's environment before we can offer our services. This process is formalised though our 'Service handover' procedure and consists of a:

• Discovery Audit to baseline the environment and agree a terms of reference between all parties.
• System Aduit to establish procedures for:
  • Business Continuity Planning (BCP), Disaster Recovery (DR) and resilience measures
  • Back up and restore procedures
  • Incident, Problem and Escalation management
  • Change, Configuration and Release management
  • Software Upgrades
• Performance review to baseline the current system performance

The usage of remote monitoring tools and the mixture of remote and on-site administration capabilities drastically reduces the cost of providing these services and thus the cost of our service to our customers.

A key element of our 'EM service packages' is feedback to the business. This is established through a number of mechanisms, some of which are outlined here:

• Formal Account Review Meetings (FARM). These meetings allow our services to be managed and delivered correctly due to the best possible understanding by all parties (business, IT and vendor)
• System healthchecks allow good visibility of any system degradation
• Performance reviews ensure the environment's capacity, workload and performance is profiled to understand the impact of the business volumes on the application infrastructure
• On-line access with customer portal (coming soon). This will provide direct access to FARM reviews, System Healthchecks, Performance reviews and output from our 'soon to be released' Remote Oceanus Business Optimisation Tool, or ROBOT, which continually monitors our customers' systems and feeds back key data to their portal for on-line reports on system status and performance.

All these key deliverables give our customers' IT and business a better understanding of their environment, its history and the future growth.

When a new system is delivered it needs to be bedded in. Our Starter package ensures the new system is stable, runs smoothly and that everyone is correctly trained. This is a critical time for all systems, and our Starter package ensures that our customers will always succeed. Starter is a 3 month package that takes responsibility for the system during this critical time and ensures all the operational procedures are in place, the system is tuned to ensure it is delivering its best. At the end of the 3 month period our customers will either support the system internally, use a combination of our Assistance package and internal personnel or use our Manager package and outsource the running of the environment to us. To see the complete list of services included in 'Starter' click here..

For customers wishing to limit the number of trained personnel required to support their environments we offer our Assistance package that allows us to cover the system for periods where the internal resources are not available such as holidays, sickness and personnel movement. Our Assistance service also allows our consultants to fill knowledge gaps, perform bespoke analysis and advise on system planning. With our documented system knowledge we are also able to perform system upgrades, configuration changes and handle exceptional situations. This approach allows our customers to manage their resource and skill base easily and cost effectively. To see the complete list of services included in Assistance click here..

The Manager package allows our customers to consider the environment as a black box. No IBM FileNet trained personnel are required to look after the environment as Oceanus personnel take full responsibility and perform daily health checks to ensure all pieces of the system are working correctly and not becoming overloaded.

Through a mixture of remote and on-site access we are able to reduce the costs to our customers considerably. Our FCP qualified consultants do all the System administration, health checks & tuning required. System planning and capacity planning will be achieved in conjunction with our customers' business and technical personnel.

As well as weekly update reports on system performance and Helpdesk incident, we have monthly 'Formal Account Review Meetings' (FARM) to ensure the key internal & external people are up-to-date and involved. To see the complete list of services included in Managerclick here.

As part of a system definition, a system deployment, a maintenance contract or an EM contract we are able to help organisations with a range of services from all four areas of the 'Solution life cycle'. The details of the services included in and available with our products are included in the 'Solution life cycle matrix'. This matrix included the services required to successfully implement, maintain and manage an environment and clearly defines the ownership for these services with the products and packages we offer.