Managed Support Services
ICM provides a fully managed service for the installed base of Auto Bag Drops. The list below shows a few of the items that ICM uses to execute the managed service for the Auto Bag Drop.
- Remote deployment tool for software updating
- SCADA for monitoring and diagnostics
- Log files for diagnostics
- Remotely with SLA team
- On-site with local support team
- Reporting Module to extract performance data
- Continuous benchmarking of hardware performance
- Continuous software updates
ICM’s aim is to provide an excellent level of support such that our customers will be a long-standing partner with ICM. Excellence in support is crucial to ensure the client has high availability of the Auto Bag Drop systems and that the client experience with the Auto Bag Drop system is positive.
The main keys to achieving this are selecting, training and retaining capable support personnel as well as strictly implementing structured Support Processes, in general compliance with ITIL v3, in
- Incident Management,
- Problem Management and
- Change Management et al.
If all three of these disciplines are correctly implemented, continuous improvement is the inevitable result. Cooperation across various Support Suppliers “Cross-Functional Services” is also crucial to achieving the desired outcome.
Root causes of failures have to be identified and corrective actions found and implemented. The close cooperation of the Development- and Installation teams are required for this to be successful.
ICM has a comprehensive software maintenance plan for provision of updates and new software releases. All of our software licences come with a minimum 12 months software maintenance plan which can be extended from 12 to 36 months. This ensures our customers will have access to the latest enhancements including CUSS compliant releases.
The software maintenance categories are described below;
- Corrective maintenance deals with the repair of faults found.
- Adaptive maintenance deals with adapting the software to changes in the environment, such as new hardware or the next release of an operating system. Adaptive maintenance does not lead to changes in the system’s functionality.
- Perfective maintenance mainly deals with accommodating new or changed user requirements. It concerns functional enhancements to the system.
- Preventive maintenance concerns activities aimed at increasing the system’s maintainability, such as updating documentation or adding comments.
The Software Maintenance Plan covers the four categories excluding client driven enhancement outside of the development roadmap.
The support model that ICM foresees is for ICM to take overall responsibility for the SLA KPIs by managing the support effort and providing technical support from a remote Control Centre. ICM’s 24/7 Control Room in Sydney is shown below.