Applications Management

By applications we mean software that’s used by Gannett companies to produce web and mobile content, and the features, widgets, objects and optimizations that enhance peoples’ interactive experience with it.

• We vet new applications through an integration process which examines and prepares the application to operate in the hosting environment, scale for dozens or hundreds of sites, and functionally deliver as expected.
• Applications are engineered to be efficiently and consistently installed, scaled and managed in the shared hosting environment.
• We stress-test them to ensure optimal availability and performance.
• We install and manage the application infrastructure, maintaining compliance with strict security standards.
• We develop new support services, which are often customized for pilot launches then enhanced for general availability.
• We train support teams—our own as well as other teams that may be involved.
• We develop and deliver direct training, self-study training videos and reference materials to customers.
• We provide environment monitoring, management, and routing of customer requests.
• We serve as a single point of contact for our customers when they need to report issues and request enhancements—even for those applications that are provided by third parties.
• We provide ticketing and resolution services using the leading, ITIL-compliant IT service management system.
• We maintain an extensive knowledge base for customers and support teams alike, and we practice Knowledge-Centered Support® concepts and methodology.