IT Consulting – Application Maintenance

The IT departments of energy & utilities sales companies must maintain IT systems, often composed of complex application maps.

IT Service Management Operations must therefore guarantee the service on digital front-end systems (web, apps) and back-end applications, in support of the following business areas:

• Customer Relationship Management (CRM)
• Metering
• Billing
• Credit and Collection
• Distributor Management
• Settlement
• Accounting
• Forecasting

We take care of the Application Maintenance of the software that makes up the application map of the electricity and gas companies’ IT systems. We manage the maintenance of market software, proprietary Acus solutions (Acuphi, Acusim), customised software and related integrations.

We manage 1st and 2nd level Help Desks, interact with business users and key users, manage software application and hardware infrastructure providers, and work with other working teams in the IT organisation.

We monitor service levels, giving the IT department control tools, analysing critical success factors and identifying actions for continuous service improvement.

The main activities for which we offer our advice are:

• service request management
• incident and problem management: bug analysis, addressing of the resolution of anomalies to the software providers, tests of the released modifications
• user training and support in the use of applications
• process and application function checks
• checks on data quality
• active monitoring of integration gaps and suggesting corrective action

Our in-depth knowledge of the utilities business and application solutions used by electricity and gas sales companies allows us to accurately interpret business needs and inform software solutions providers thereof.

Thanks to our mastery of the applications, related databases and integration between systems, we are extremely effective in processing support and verification requests from business users or other IT departments.

We specialise in software administration and configuration, data analysis and reporting, and process consulting.

Through this expertise, we guarantee:

• fast resolution times
• compliance with service level agreements
• maintenance of a reduced ticket backlog and integration deviations