Kompanion IT Management System



Kustom Kompanion IT Management

Keous achieves its mission statement of continual service improvement by aligning with the ITIL (Information Technology Infrastructure Library) best practices for IT Service Management. Over the past six years Keous applied the ITIL structure and customized it to suit the clients requirements, resulting in the Keous Kompanion IT Management System™ (Kompanion).

Kompanion involves three interactive departments:

1) Support Operations - Manages the incoming information from users.
   a) Help Desk Service – Interacts with users.
   b) Request Management – Manages requests.
   c) Critical Issue Management – Resolves critical issues.

2) Transition Services – Moves the software through its lifecycles.
   a) Maintenance Services – Handles changes to the software.
   b) Release and Deployment Services – Distribution of the software.
   c) Knowledge Transfer –Documentation management.

3) Executive Relationship System – Nurtures the relationship with Client Executives.
   a) Service Level Management – Monitors the Service Level Agreement (SLA).
   b) Executive Service Reporting – (SLA) Reports at a glance.



Kompanion is a rigorous platform that is designed to grow with our customers and adapt through our highly specialized team. As companions to the user community, Keous’ highly specialized team delivers support and maintenance directly to the users. Keous has a history of hiring and training specialists to deliver customized services to our clients. The Kompanion system builds upon Keous’ familiarity with education processes and provides the system and structure necessary to support and maintain the most modern solutions and environments.

Support Operations

Kompanion Support Operations focuses on the Users and is primarily concerned with ensuring that they have access to the appropriate services to support their business processes.

Support Operations is the user’s entry point to submit requests, and issues. Support Operations interacts and manages user experience in three distinct channels:

a)  Help Desk Service
b) Request Management
c) Critical Issue Management

a)  Help Desk Service

The primary purpose of the Kompanion Help Desk is to interact with the users for life-cycle management of all service requests and for communications. The Help Desk keeps the customer informed of progress and advises of workarounds. Keous handles service requests, questions, issues logging and change requests via the Kompanion Help Desk

Kompanion Help Desk includes:
• A call center that manages, co-ordinates and resolves incidents as quickly as possible at the primary support level
• A Service Request System (Tracks) that provides an online interface for logging service requests.

b)  Request Management

Service Request Management sorts and prioritizes requests as defined by the service-level agreement (SLA).
• Keous has extensive experience managing complicated requests.
• Highly experienced manager to sort and prioritize requests.

Kompanion's Efficient Service Request Life-Cycle

Kompanion's Efficient Service Request Life-Cycle

c)  Critical Issue Management

Critical Issue Management aims to diagnose and resolve high priority problems and prevent recurrence of incidents related to these errors.

Kompanion Critical Issue Assessment and Resolution Process

Kompanion Critical Issue Assessment and Resolution Process

Transition Services

Transition Services relates to the implementation of the services required by our customers and encompasses the "project" side of Keous.

Transition service manages the lifecycle of the software using three distinct channels:
a) Maintenance Services
b) Release and Deployment Services
c) Knowledge Transfer

a)  Maintenance Services

Maintenance Services ensure that standardized methods and procedures are used for efficient handling of all changes thereby lowering the risk to the application.

Kompanion's Support and Maintenance Core Services

Kompanion's Support and Maintenance Core Services

b)  Release and Deployment Services

Release and Deployment management is used by the Keous team for distribution of software. Keous standardized software deployment ensures the release of licensed, tested, and version-certified software that functions as intended when introduced into existing infrastructure. Quality control during the development stage guarantees that all software will meet the demands.

The goals of release and deployment services include working with our clients to:
• Plan the rollout of software
• Design and implement procedures for the distribution and installation of software.
• Effectively communicating and managing expectations of the client user during the planning and rollout of new releases

Kompanion Quality Assurance Process

Kompanion Quality Assurance Process

c)  Knowledge Transfer

Knowledge Transfer is used by the Keous support team to distribute documentation in a clear and concise way, enabling the users to understand and make maximum use of the software features.
• A client portal will be available to all clients. This portal will house a library of documents as well as offer a forum allowing users to discuss related topics and offer insight to best practices.
• Keous will provide updated documentation with every software release and patch including:
    - Installation Guides, Maintenance Guide/ Release Notes
    - On line Help.

Executive Relationship System

Executive Relationship System is the touch point between Keous and the client’s executives. Through design of IT services, processes, and other aspects of the service management effort; ensuring Keous is in line with our clients at all times. This service point has been a key feature in the success of all of Keous managed projects. It addresses how a planned service solution interacts with the larger business and involves two distinct channels:

a) Service Level Management
b) Executive Service Reporting

a)  Service Level Management

Service-level management provides for continual identification, monitoring and review of the levels of services specified in the Service Level Agreement.

Service-level management is the primary interface with client executives. Service-level management is responsible for:
• Ensuring that the agreed services are delivered on schedule
• Reporting with Service Level Management to ensure that the required levels and quality of service are achieved using the Performance and Support Matrix.
• Producing and maintaining the Executive Service Process.

b)  Executive Service Reporting

A list of standard service options and agreements made available to our clients via a Keous developed Executive Service Reporting Portal.

Extending the Client Relationship through Keous Extended Support Services

Part of the success of Keous’s relationship with its clients is the willingness to go beyond the requirements of the (SLA) and making special arrangements for custom support services to their clients.

Additionally Keous will provide Support and Maintenance Driven Software Development Services as required. Our service menu includes but is not limited to; new modules, migration, and implementation, porting to new platforms or incorporating enhancements to the existing product suite

Keous Extended Support Services

Keous Extended Support Services





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