IDOL Operational Support Service

A big theme here at Realise Okana is a clear understanding that the ongoing success of Enterprise Search is directly related to the level of ownership and ongoing mangement available once a system goes into production. With many Enterpise and Online IDOL solutions and applications now considered mission critical tier-1 systems this is becoming a hot topic.

From 2013 we now provide two streams of Operational Support for IDOL-powered systems depending on the kind of solution you run. All services are available as annual contracts, sized and costed specifically for your need.

Our well-established IDOL Operational Support offering is ideal for any customers already running an IDOL-powered solution and looking to improve their support. We provide a one-stop-shop which not only fronts and manages your current Autonomy Support & Maintenance but also adds additional Opertaional Services to the level you need. See below for more details.

Customers specifically running Enterprise Search solutions have two additional options which go beyond our standard IDOL Operational Support Service to include a more search-focused service :

Search Manager/Search Expert - For those with no Search Management team.

Search Manager is a totally new service which removes the gap between your end user needs and your current search solution. Many organisations do not have a dedicated Search Manager and instead just rely on IT to 'tune relevancy' and such like to keep users happy. This is a recipie for failure. Realise Okana Search Manager provides consulting services which allow your search solution to be properly managed as a service to the business, interpreting the needs and issues of your users and keeping search working for them. This requires not only a technical and operational understanding of your search solution but also wider search industry consulting-level skills. 

Search Expert provides your IT department will all the skills necessary to manage your existing Enterprise Search solution, including on or off-site team augmentation. 

If you run Enterprise Search we suggest you take a look at these services specifically.

If you would like some background on why these services are critical to the success of your search solution we recommend the following excellent book from Martin White, a recognised independent expert on Enterprise Search.


One-Stop-Shop: IDOL Operational Support and Maintenance.

This service is aimed at existing Autonomy customers looking to provide a single go-to supplier for all support relating to their Autonomy IDOL deployment. It may be that your team struggles to support your Autonomy solution or you have not had good support from external suppliers in the past.

Our service provides to your current IT support team :

• First line Autonomy Support & Maintenance - we will take over your existing contract and liaise with Autonomy on your behalf. We are experts in framing the problem and managing tickets and escalations. 

• Additional Operational Support time which you call off as you need.  With remote access to your system we will deal with any aspect of operational management. This covers everything not covered by your Support & Maintenance (which is all about your software, not management of your production solution).

This combined service has many advantages, not least the fact that you only have one place to go. By establishing a 'run-rate' on Operational Support we will fit the best service pack of days to your needs so you only buy the time your solution demands.

We provide this service for numerous customers who enjoy the simplicity, responsiveness, quality of care and cost-effectiveness of our approach and service.

Cloud-based solutions are also becoming increasingly popular and Realise Okana have specific expertise in the specification, deployment and operational management of IDOL cloud-based solutions, including all hosting. This is a very effective way to rapidly deploy and easily scale solutions to meet any demand. If you are looking to deploy an IDOL-based solution, either Online or in the Enterprise, but do not want the dependency on IT, talk to us and we'll deliver it straight to the browser.