Service-Max for Mainframe Technology
A LYCEUM Services Offering
LYCEUM now offers Service-Max to augment the level of support to
mainframe clients of world-class technology vendors - IBM, CA, BMC,
Compuware and ASG - and help to ensure their success. Our expertise
in mainframe technologies from these vendors and the Service-Max
offering uniquely positions LYCEUM to deliver increased return on
your investment in your mainframe technology, maximizing the effectiveness
of your systems.
| Did
You Know ...? |
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| 99% Availability |
= |
87.6 Hours of Down Time/Year |
| 99.999% Availability |
= |
5.25 Minutes of Down Time/Year |
Service-Max
LYCEUM Services is extending the value of our clients’ technology
investments by offering Service-Max for Mainframe Technology. This
innovative program offers our clients a value-added, reliable and
cost-effective method of supporting and maintaining their mainframe
technologies, while maximizing their return on investment. With
our Service-Max offering, LYCEUM delivers essential, service-based
support solutions, allowing our client’s to concentrate on
their business initiatives, while saving time and money.
To meet the critical requirements of our clients, LYCEUM Services
provides clients with direct access to a dedicated, experienced
mainframe technologist. The Service-Max technicians work with the
vendor’s Support and Development teams to bring our Clients
the latest in maintenance and functionality, resulting in enhanced
system performance and reliability.
With our intimate, flexible, and proactive level of support, our
client’s technology investment is protected, extending the
value of software applications and systems and increasing the ROI
of those systems. This results in clients maximizing the efficiency,
productivity, and reliability of their mainframe software environment.
 The
dedicated Service-Max technicians develop a strong relationship
with our clients and a high degree of understanding of their mainframe
configuration. To ensure thorough, quick, and targeted responses
to specific client issues, as well as provide proactive guidance,
our account dedicated Service-Max technicians learn their assigned
client’s business goals, technical environment, and organizational
structure. Using this methodology, Service-Max technicians resolve
problems quickly — saving precious time in critical situations.
Service-Max includes these standard benefits:
Flexible plans – from 8-5 Monday through Friday to 24x7x365
- allowing direct access to a dedicated expert technician assigned
to a client account.
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Intimate knowledge of your computing environment, so we can
react quickly to your situation.
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LYCEUM product SME’s work with vendor Level 2 and Development.
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Act as liaison between you and vendor Level 2 and Development
as needed.
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Monitor activities from the vendor’s product support
and development for you.
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Proactive guidance in planning new systems or upgrading existing
ones.
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Advice on infrastructure and applications systems deployment
based on Best Practices.
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Quarterly meetings to review the past quarter’s activities
and plan for the next quarter. (Plan dependent)
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Proper maintenance revision levels of your system software
can be achieved.
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Proactive notification of any platform release information
of interest to the client.
LYCEUM Services Service-Max offerings demonstrate our commitment
to our clients by helping to ensure the success of their organization.
The Service-Max program positions LYCEUM Services to deliver unparalleled
value in the management of our client’s IT infrastructure.
| Service
Level Comparison |
Service-Max |
Typical
Vendor Support |
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| Staff to Client Ratio |
Minimal ~ 1 to 1
|
~ 1 to “N” |
| Client Relationship |
On-Going |
Duration of Issue |
| Support Type |
Proactive / Business
Focus |
Corrective / Transactional |
| Client Visits |
Quarterly / Customizable |
None |
| 800 Number |
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| Guaranteed Response Time |
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| Emergency On-Site |
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| Dedicated Account Manager |
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| Preventative Maintenance Reviews |
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| Configuraiton Planning |
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| Proactive Support |
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| Application Development Team Support |
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| Regular Conference Calls with Staff |
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| Migration Planning |
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| Upgrade Planning |
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| Patch/Fix Alerts |
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| Account Call Reviews |
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| 24 x 7 High Availability Consulting |
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| Single Point of Contact |
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| Authorization Key Help |
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| Product Purchase Consulting |
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Contact
For more information on LYCEUM:
140 Park Street, SE
Suite 300
Vienna, VA 22180
703.319.9800 - phone
703.242-4617 - fax
contact@lyceumservices.com
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