Technical Consulting & Implementation

Enterprise Concept Methodology for implementation and control of projects is a unique combination of best practices in consulting and technical implementation methodology, based on our experience and successful projects.

The high degree of complexity of our projects led to the creation of a standardized model and methodology. In order to observe the limits of time and costs, strict application of the methodology is a compulsory condition. The methodology addresses two main areas:

Project Management

We use mainly PRINCE 2 methodology enhanced with AGILE elements in the design and implementation stage of defining a Minimum Viable Product (MVP), which supports also application of SCRUM elements.

Moreover, periodical workshops for presentations & validations of the partial and final deliverables will be organized with the key stakeholders during the design and implementation phases.

The implementation methodology and deliverable are described below, per stage of project:
 
 

Post Implementation Support and Change Management

In order to consistently apply the support and maintenance methodology and to have a real-time control of SLA interventions parameters required for critical applications developed for sensitive industries (banking, retail, manufacturing etc.) Enterprise Concept has developed its own tool for Helpdesk and Customer Support

Blue Ticket (™Enterprise Concept) is a proprietary platform built as a tool that supports a specific methodology to manage post-implementation actions, management of changes and extensions.

This support system of Enterprise Concept is an innovation in the field. Based on Customer Service processes, Blue Ticket is a web application designed for collecting client queries (tickets) and manage all communication related to this operation. Two parties interact through the application: the client (user) and the supplier of solutions (technical support). Its main purpose is to enable the client to transmit a requests (ticket), to be notified by the technical support upon the solving of their request and to share feedback and reports.

Based on predefined criteria, a certain level of severity will be allocated to each tickets and a consultant will be responsible for technical support. Access to the application will be based on a system of users and access levels. Blue Ticket™ application should facilitate communication between the user and support, eliminating ambiguity of communication through standardization. For this reason, the interface is user friendly and easy to understand, and functionalities are designed so as to provide maximum effect with minimal effort from the user.

Blue Ticket™ Architecture. The solution is fully hosted on the Enterprise Concept server, as it will be accessible to the Internet users 24/7.
The platform contains a number of features that capture the essential methodological steps to enable communication between the parties and distribute tasks properly. These features are further described, per type of user who may access it:

  • Raise Ticket (Client). The user will have a button to upload a new ticket. Upon pressing the button, the application will require a number of relevant information such as the project name, (selectable from a list of projects associated with the user), area where the problem was encountered (possibly link), a series of criteria ticked that will be used to determine the severity (previously agreed upon with the client), a comment field to describe the problem and a file upload field. The opening of a ticket will be followed by the additional answers or comments.
  • View tickets (Client). The user can view the history of tickets initiated by him (tickets will be ordered by date and then by status, in that order). The following information will be displayed: ticket number, registration date, severity, the consultant in charge, status.
  • Edit ticket (Consultant). The consultant will be able to respond to these tickets. However, the consultant will be able to change the status of the request or modify the severity. In addition, he will have a button to notify the administrator if is not able to handle the request and to send an explanation about this case.
  • Close ticket (Consultant). When closing a ticket (the status becomes “finalized”) the consultant will complete a form that contains the following information: duration of intervention, source of the problem, actions taken to address, short comments on the issue. This form will be used to assess the ticket's cost.
  • Automated notifications (System). Users (both clients and consultants) will be notified automatically about the following events: creation of a new user (on the newly created email address of the user), allocation of a consultant for the ticket, receipt of a response to a ticket, request for reply if waiting time is too long, closing of a ticket.
  • Automated allocation of a consultant and of the severity (System). Based on the list of projects and a load balancing algorithm, the system will automatically decide which consultant is responsible for a specific task. This decision can be overridden by an administrator. Also, the severity of a ticket will be allocated to a category of severity by the system, based on the criteria selected by the client. Tickets severity will be decided by the criterion with the highest degree of urgency selected by the user. This decision can be overridden by a consultant or an administrator. Both decisions will be confirmed by an administrator before the client is being notified.

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