Service Management

OpenApp Service Management division, provides a “turn-key” managed service for ICT solutions. OpenApp apply best service management practices to manage solutions, provide application support and professional data analysis/management services.
OpenApp are currently contracted to provide service desk services for multiple HSE (clinical & reporting solutions), European Commission (EU), several international pharmaceutical companies and rare disease clinical organisations.

Individual Service Level Agreements are tailored to meet client requirements. An SLA usually contains a mix of managed, professional, and service desk services to provide support to solution end users. OpenApp apply the ITIL® best practices of continual service improvement, to ensure solutions and associated processes are maximized for value, effectiveness and efficiency. OpenApp development, data scientists and support teams are collocated in our Dublin office to maximize collaboration and knowledge transfer.

A dedicated OpenApp service manger, support phone number, online portal, support email address, tailored incident management system and periodic service reporting are provided for each client.