As a result of performing countless migrations, Emergensys has developed a "Best Practice" approach that is customized based on the client's particular situation. Migrations can include either data uploads and/or software updates. Key factors that will influence the approach are:
IS THIS A NEW SITE OR IS THIS SITE ALREADY IN PRODUCTION AND BEING UPGRADED?
The latter option certainly requires the more attention. Due to the very nature of the mission critical system, the migration needs to be transparent to the users with minimal disruption to daily operations. The migration evolution needs to be activated and deactivated in a controlled manner so as to allow for a phased implementation over time. This avoids the "Big bang" implementation approach where a complete shutdown occurs, software / data is uploaded, and the system is subsequently brought back on line.
EMERGENSYS TYPICALLY EMPLOYS A CUSTOMIZED METHODOLOGY BASED ON AN IBM BEST PRACTICE PROCESS. THE METHODOLOGY IS BASED ON 3 KEY TENETS:
Plan - where the migration requirements are determined, operational impacts are identified, the client informed, and a migration schedule developed.
Migrate - where the actual migration is executed.
Validate - where tests are performed to verify the integrity of the migration.
Emergensys has maintained a service and maintenance capability since the Company's inception. The service and maintenance features include agency accessibility, infrastructure and component security, as well as support availability at all times for stakeholders:
- Our help desk is open 24 hours a day, 7 days a week, 365 days a year (24/7/365) and includes the monitoring of infrastructure and services;
- The support service is accessible by telephone, call centre, and by notification through alerts management;
- Onsite support is available when hands-on intervention is required;
- Remote support and interventions are possible via VPN, thus shortening the response times;
- A surveillance service will be in place for aspects of system security;
- Service management tools provide monitoring of the entire infrastructure and integrate with the tools in place;
- All processes are reviewed periodically, for continuous improvement of services.
Emergensys provides a complete suite of documentation for each of its products. The end user documentation is intended for the actual users of the software application. It can take many forms: electronic reference guides (PDF), hard copy, and online-help.
The Reference Manuals are comprehensive with detailed explanations and how to procedures. All documentation is provided in electronic format: in .pdf format for network access and distribution, and a source master in MSWord. Emergensys' reference manuals are multilingual, and there are separate and detailed reference manuals for each application.
The user documentation is in narrative form and is understandable to non-technical users. The documentation is compliant with variety of style, content and forms standards, standards: the Hewlett-Packard Writing Style, IBM Producing Quality Technical Documentation, and Translation and Localization by the IEEE Computer Society. The reference manuals combine both detailed reference style with tutorials that step through how to accomplish certain tasks. The documentation is updated regularly to reflect the actual functionality of the current version of the application. The on-line version of this documentation is designed to allow key word searching to facilitate location of desired text.
Emergensys has the in-house capability to meet initial, Train-the-Trainer, and refresher training needs. Training development and delivery procedures meet industry standards (both commercial and government) using the Systems Approach to Training (SAT) methodology to ensure a quality product and low risk. The training materials are structured using tried and true models. The finished product satisfies the customer's training needs over the entire life cycle of the project. The training is "performance based", designed to prepare individuals to perform well at work in the most time efficient manner possible. All instruction focuses on the skills, knowledge, and attitudes required to meet operational needs in the most efficient manner possible.