With oraïse you get all of the advantages from a single source.
oraïse offers a service desk modeled after ITIL. As a central contact address for all IT concerns, those who take advantage of our services are always informed of IT changes and the status of opened incidents and benefit from comprehensive First Level Support. The service desk also coordinates the following support modules and is responsible for tasks within the scope of various processes, e.g. incident management, change management, release and problem management.
You benefit from our wide range of services. For IT that works.
The oraïse approach encompasses more than troubleshooting, FAQs, handling inquiries and complaints: With oraïse’s modular, customizable service package we are always aligned with your business structures and processes.
oraïse is the only First Level Support Partner for Thomson Reuters in Germany. oraïse is responsible for important IT service management tasks and controls and monitors highly critical systems and processes dependably according to individually arranged response times and coverage options. oraïse also supports medium and large-sized companies spanning the entire industry.
Order Management
Order Management
An important optimization factor.
At the heart of optimized IT management are the IT orders. They define, e.g. service content, costs and resources and offer great potential for cost savings.
Order Management from oraïse
- Includes the source-related cost input
and cost distribution, - Ensures resource planning tailored to specific needs,
- Creates an interface between all participating organizations, departments and third party providers,
- Encompasses everything from targeted planning, to execution,
to monitoring, - Delivers effective supplier management and transparent service billing.
Order management from oraïse covers everything from inbound orders, to administration, to closing — for process-optimized handling of planned and ongoing projects.
Trading and Market Data Management
Trading and Market Data Management
Real-time trading and market data is an expensive commodity — the management, optimized administration, control (i.e. access rights and costs) and reporting represents a considerable challenge for many companies.
We have been supporting companies for years in administration, data analysis and reporting in the area of Thomson Reuters Data Access Control System (DACS). As an exclusive partner in Germany we have deep insight into the administration of trading and market data systems and are the first contact for troubleshooting issues as the only partner in the country to offer First Level Support.
Services in focus:
- Central and Administrative Service Permissioning
- Mark Data Management (MDM)
- Administration
- Reporting
- Billing
- Cost Analysis
- Database Management and Administration
- User Logs
- Access Rights
- Cost Centers
Our technical services are completely flexible with respect to coverage and response times.
On-site service and on-site support — for increased availability and productivity.
On-site Technical Support
On-site Technical Support
oraïse offers an on-site technical support service for problems that cannot be resolved remotely to return hardware and software covered under the SLA to an operational state.
Individual components or entire devices are repaired or replaced as needed. This service covers all required parts and materials.
Response Times and Coverage Options
Response Times and Coverage Options
Office hours and work days are set according to customer requirements. Moreover, the services to be performed, systems and platforms (hardware and software) and escalation procedures are precisely defined.
You can choose between flexible options for on-site service calls:
These include variable response times, coverage options and even modular service periods tailored to specific requirements to ensure superior quality and maximum benefits at all times.
On-site Support
RMC support – for fast, uncomplicated troubleshooting.
Here, the focus is on proactive recognition of problems and resource bottlenecks using the corresponding monitoring software. Changes, incidents and releases are handled according to defined processes. This is combined with the scheduled backup of critical system configuration data and the generation of performance and utilization reports.
Remote Problem Diagnosis and Support
Remote Problem Diagnosis and Support
oraïse RMC support stands for complete transparency and security:
We use diverse tools in our electronic remote support services to isolate problems and resolve them. The goal is to ensure guaranteed availability according to the SLA arranged with the customer.
The corresponding systems (e.g. Thomson Reuters Ticketing System, Siebel, etc.) register all incidents reported by the customer or by the monitoring system.
“Jour fixe” (regular meetings) take place to determine the service quality. Qualified and certified oraïse staff members currently provide this service in Frankfurt and Bremen. The service includes the following components (excerpt):
- Incident, change, release and security management
- Monthly utilization and resource reports
- Back up of critical system data
- Regular control of log files
- Proactive monitoring
- Creation and maintenance of system documentation and operating manuals
Our expertise is based on many years of extensive, practical experience. Numerous companies such as Deka, Bundesbank and HSBC rely on RMC support from oraïse within the scope of Thomson Reuters First Level Support to ensure the high availability of their systems and applications at all times.
