Question 1

Technical Services Support

Accepted Answer

Blue Hill's on-shore Technical Services team, with over 25 years of experience with IBM iSeries/AS400 platforms specialize in supporting  a mixture of IBM's OS/400 releases which range from V5R2 up to current release levels. This team manages software upgrades, patches, fixes, etc., including performance tuning, resource allocation, and storage & tape management.

Question 2

Operations Support / Console Monitoring

Accepted Answer

Satisfy your full-time or staff augmentation requirements. Blue Hill's experienced Operations team, averaging 25 years of supporting iSeries/AS400, and server workloads, manages production schedules and monitors multi-client environments on a 24/7 basis. Experts skilled in both technology and data center outsourcing, this team manages tasks following client policies and procedures.

Question 3

Account Management

Accepted Answer

The Blue Hill Account Manager is the client’s primary advocate for ensuring effective communication through regularly scheduled meetings. Acting as the clients’ liaison across the Blue Hill teams, including technical services, operations and all other support teams within Blue Hill, your Blue Hill Account Manager will ensure client satisfaction through timely service, reliable operations, program efficiency and cost control, documentation reports, and responsiveness to the client’s needs.

Your Account Manager will coordinate and facilitate all client requirements, including audit requirements, regarding Technical Services, Network Services, Operations, Service Desk, Third Party organizations, such as software vendors, and all Disaster Recovery coordination and documentation. Your Account Manager will make certain that all our service-related areas are working cohesively to provide the highest level of support. He or she will manage daily support services, ensure timely and accurate delivery of information, always achieving client satisfaction.

Question 4

Service Desk

Accepted Answer

Blue Hill robust 24/7 On-Shore Service Desk supports all Blue Hill offerings and platforms. The Blue Hill Service Desk acts as the single point of contact by phone call or email for clients and support staff. The Service Desk Analyst proactively works to resolve requests and issues upon initial contact, and coordinates escalation and follow-up with support teams. Blue Hill utilizes a full featured, multi-client Service Desk application called iSDMS (Information Service Desk Management System) to track problems, change requests, and service requests for all Blue Hill clients. The secure cloud-based application documents all information and provides extensive search and reporting capabilities.

iSDMS includes a fully customizable automated client interface that allows for the synchronization of tickets between iSDMS and the client’s own Service Desk system, i.e., Remedy, ServiceNow, Ivanti, Jira, etc. In addition, a web-based portal is available 24/365 to clients for self-serve access to their tickets and information. Our process is very flexible and can be "fine-tuned" to meet any specific needs of the client.

AS/400 – iSeries as a Service

What We Offer

Support Services

Client Benefits

Eliminate the risk of retiring workforce

Customized service levels and responsiveness

Access to iSeries specialists when needed

Flatten the cost of iSeries support

Meet or exceed all Service Level Requirements

Free up your IT staff to concentrate on innovation

How Flexibility Led to Cost Savings and Increased Production

AS/400 – iSeries Progressive Leadership

FAQ’s for Midrange AS/400 – iSeries Outsourcing

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