1.1 Professional operation maintenance team
In 2012, based on its original customer service center and on-site business department, HAND set up its Application Management Service Department, which focused on providing all-round operation maintenance services for customers’ IT system operations.
The Application Management Service Department has more than 500 professional operation maintenance consultants, who formed top-grade operation maintenance teams in various application fields, such as DBA, Oracle and SAP. All these consultants have extensive knowledge and experience in execution and product developments. In addition to those, they had received specialized training on operation maintenance given by the department. “Customer Focus” is the center of department’s work philosophy and they are striving to achieve this goal with everyone’s dedication.
1.2 Enormous customer group
Currently, the Operation Maintenance Center of HAND has nearly 200 customers coming from various industries; some of which being enterprises directly under the central government or foreign enterprises. To name just a few, its customers include well-known domestic Internet giants such as Alibaba, NetEase, Inc. Sina.com and Sohu.com. Enterprises directly under the central government are China Mobile, Chinatex Corporation, Sino-Pharm Foreign Trade, Sino-Steel and CATIC. Foreign enterprises are Panasonic, ALCOA, Singapore KSD, and etc.
The number of HAND operation maintenance centers’ customers grows by more than 30% each year. Since the establishment of the Application Management Service Center, we have experienced increase of our foreign customers rapidly. Initially, there are operation maintenance centers located in Shanghai, Guangzhou, Beijing, Wuhan, Qingdao and Chengdu. In order to extend our services to our overseas customers, we have established branches in Tokyo and Singapore to provide operation maintenance services as well.
1.3 Great operation maintenance model
After many years’ business development in operation maintenance and with the establishment of specialized operation maintenance department, HAND has formed many operation maintenance models such as remote, resident, remote + resident, and remote + on-site. Besides those different operation models, HAND also provides professional operation maintenance services for various kinds of products, covering from Oracle EBS, HR, CRM, Agile PLM, Hyperion, BIEE, Java EE, Demantra, Peoplesoft, SAP EBS as well as overall or partial operation maintenance of back-end databases.
HAND provides proper service model and our professional service suggestions as reference to help the customers decide which model is the best for them based upon their business requirements.
1.4 Perfect management system
HAND Application Management Service Department offers different carriers to provide better services based upon customer’s specific business needs. Its open and co-sharing pattern of operation maintenance service also helps to ensure service quality and support operation.
The HISMS platform which specifically customized by HAND provides a professional operation maintenance environment with problem management and knowledge base management integrated together as a whole. These functions, together with the SLA (Service-Level Agreement), helps providing a quick, professional and systematic operation maintenance service.
HAND provides knowledge base co-sharing service, and is now working hard to build China’s biggest Chinese-language operation maintenance knowledge platform, which will be opened to all the customers of its Application Management Service Department. This would give the 1st tier support personal of our customers and also provide HAND’s 2nd tier operation maintenance personnel to search, utilize, and learn from this centralized knowledge base system.
For the customers who establish their operation maintenance department for the first time, HAND provides them with advices and services to help them building up their operation maintenance system. With ITIL design in mind, HAND helps them building IT service infrastructure quickly and efficiently, so as to avoid repeated investment and promote co-sharing of IT resources.