Question 1

Technical Services Support

Accepted Answer

Blue Hill's on-shore Technical Services team, with 25+ years of experience with IBM Mainframe platforms, specialize in supporting all OS and Third-Party software requirements, upgrades, patches, fixes, etc., as well as supporting legacy Mainframes. Maintaining environments such as, z/OS, OS/390, z/VM, z/VSE, and VSEn (21st Century), including upgrades, 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 Mainframe 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

Production Control / Job Scheduling

Accepted Answer

Blue Hill's Production Control support team manages schedules for clients, ensuring they align with batch processing needs and jobs are executed on time. They're proficient with Mainframe scheduling tools and will use the clients’ scheduling software and processes to create, change, and setup all production control schedules. Blue Hill will adapt to each client’s Change Control processes.

Question 4

Database Administrations (DBA)

Accepted Answer

Blue Hill’s technical team of experts provide database administration and support services for both physical and system requirements as well as the application-level requirements for our clients’ database environments. The personnel consist of system programmers and DBAs and are knowledgeable in all aspects of mainframe database structures and methods for IMS, DB2, ADABAS, VSAM, Datacom, IDMS, SQL/DS.

Question 5

Applications Maintenance & Support

Accepted Answer

Blue Hill's on-shore USA programmers are knowledgeable in all aspects of applications software running on the Mainframe. Blue Hill's teams provide top-notch service, from utilizing best-practices technical design and coding, to maintaining and/or enhancing existing programs, while possessing a full understanding of all pertinent software required in day-to-day business operations. Blue Hill has in-depth experience with COBOL, Assembler, PL/I, Natural, Natural One, ADABAS, and Java.

This team conducts unit and system testing and can accommodate all system and environmental changes. Responding quickly and appropriately to all issues, managing all updates and troubleshooting, and acting as a guide, to provide suggestions and solutions for improved application performance.

Flexible service models include Project Based, Dedicate Teams/Long Term Support, and Staff Augmentation.

Question 6

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 7

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.

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