SERVICES

ServiceNow System Administration

Our team provides expert ServiceNow system administration to ensure your platform is optimized for performance, reliability, and scalability. We manage configurations, customizations, and upgrades, keeping your ServiceNow environment running smoothly. Our proactive maintenance approach minimizes disruptions and enhances productivity.

Ongoing System Administration

User and Role Management: We manage user accounts, roles, and permissions to ensure that everyone has the appropriate level of access and security.

Instance Management: We maintain your ServiceNow instances, including managing upgrades, patches, and updates to keep your environment running smoothly and securely.
Performance Monitoring: We continuously monitor system performance, identifying and resolving any issues before they impact your business operations.

Customization and Development

Custom Workflows: We develop and implement custom workflows tailored to your business processes, automating routine tasks and improving efficiency.
UI Customization: We customize the user interface to align with your corporate branding and improve user experience.

Data Management and Reporting

Data Migration: We manage the migration of data from legacy systems to ServiceNow, ensuring data integrity and consistency.
Reporting and Dashboards: We create custom reports and dashboards that provide real-time insights into your operations, helping you make data-driven decisions.

Security and Compliance

Security Configuration: We configure and manage the security settings within ServiceNow, ensuring that your data is protected against unauthorized access and breaches.
Compliance Management: We help you meet industry-specific compliance requirements by configuring the platform to adhere to regulatory standards, such as GDPR, HIPAA, and more.

Benefits: With Luminous Group handling your ServiceNow system administration, you can focus on your core business operations while we ensure your IT infrastructure is running smoothly and efficiently. Our comprehensive services are designed to maximize the value of your ServiceNow investment, improving productivity, security, and compliance across your organization.

Automated Testing

Automated testing uses scripts and tools to execute tests, which is faster and more reliable for repetitive tasks. It’s best suited for regression testing, performance testing, and other scenarios where consistency and speed are important.

Key Services:

Unit Testing: Focuses on testing individual components or units of code to ensure they work correctly. Automated unit tests are typically written by developers and are the first line of defense against bugs.

Integration Testing: Ensures that different modules or services within the application work together seamlessly. Automated integration tests help identify issues that might occur when different parts of the software interact.
Regression Testing: Involves re-running previously completed tests to ensure that new changes haven’t negatively affected existing functionality. This is particularly important in continuous integration/continuous deployment (CI/CD) environments.
Performance Testing: Evaluates the speed, responsiveness, and stability of the software under various conditions. Types include:
Load Testing: Simulates expected user load to see how the application performs under normal conditions.
Stress Testing: Pushes the system beyond normal operational capacity to determine its breaking point.
Scalability Testing: Ensures that the application can scale up or down in response to increased or decreased demands.
Spike Testing: Tests the system's response to sudden, extreme increases in load.
Benefits: Automated testing is highly efficient, allowing for quick feedback loops in development. It’s crucial for maintaining software quality during rapid development cycles.

Manual Testing

Manual testing involves human testers executing test cases without the use of automated tools. It is essential for scenarios where human observation is critical, such as user interface (UI) testing or exploratory testing.

Key Services:

Exploratory Testing: Exploratory testing is performed without predefined test cases, allowing testers to creatively explore the application, find issues, and suggest improvements. This is ideal for discovering unknown issues or validating complex scenarios.

Ad-Hoc Testing: This is informal testing performed without a structured approach or documentation. It’s useful for quick checks or when you need to test a specific feature on the fly.
Benefits: Manual testing is flexible and allows for real-time decision-making, making it invaluable for UI/UX assessments and when testing areas that require human intuition.

Non-Functional

Non-Functional Testing evaluates aspects of the software that are not related to specific behaviors or functions but are critical to the overall user experience and system performance. This type of testing ensures that the software meets standards for performance, security, usability, and compatibility.

Key Services

Performance Testing: Assesses the speed, responsiveness, and stability of the software under various conditions. Types include:
Load Testing: Simulates expected user load to see how the application performs under normal conditions.
Stress Testing: Pushes the system beyond normal operational capacity to determine its breaking point.

Scalability Testing: Ensures that the application can scale up or down in response to increased or decreased demands.
Security Testing: Identifies vulnerabilities in the software to ensure it is protected against unauthorized access, data breaches, and other security threats. This includes penetration testing, vulnerability scanning, and risk assessments.
Usability Testing: Evaluates how user-friendly the software is by testing the interface and overall user experience. This type of testing is crucial for applications with a broad user base.
Compatibility Testing: Ensures that the software works across different environments, such as various browsers, devices, and operating systems. This is vital for web and mobile applications to ensure consistent performance for all users.
Reliability Testing: Tests the software's ability to perform consistently over time without failures. This can include recovery testing to ensure the system can recover from crashes or failures.
Benefits: Non-Functional Testing ensures that the software not only works but also performs well under various conditions, is secure, and is user-friendly. It helps prevent potential issues that could affect the user experience, system security, or operational stability, ultimately leading to a more robust and reliable product.

Functional Testing

Functional testing focuses on verifying that the software operates according to the specified requirements. It covers all aspects of user interactions with the software.

Black Box Testing: Tests the software without knowing the internal code structure, focusing purely on input and output. It is useful for validating functional requirements and ensuring the software behaves as expected.
White Box Testing: Involves testing internal structures or workings of an application, usually at the code level. This approach is useful for finding logical errors and ensuring code efficiency.
Acceptance Testing: Ensures that the software meets business requirements and is ready for deployment.
This includes: User Acceptance Testing (UAT): End-users test the software in real-world scenarios to ensure it meets their needs.

Alpha Testing: Conducted by internal teams in a controlled environment to catch major issues before releasing the software to beta testers or the public.
Beta Testing: Performed by actual users in a real environment, providing valuable feedback before the official release.
Benefits: Functional testing ensures that the software meets all specified requirements, providing confidence that the product will perform well in production.

Specialized Testing

Specialized testing addresses unique requirements that may not be covered by standard testing approaches.

Accessibility Testing: Ensures the software is usable by people with disabilities, adhering to accessibility standards such as WCAG. This testing is crucial for public-facing applications.
Penetration Testing: Simulates cyberattacks to identify security weaknesses and vulnerabilities within the software. This helps in strengthening the software’s defenses.
A/B Testing: Compares two versions of a software feature or design to determine which one performs better based on user interactions. This is often used in marketing or UX optimization.
Recovery Testing: Tests the software’s ability to recover from crashes, hardware failures, or other catastrophic problems. This is essential for applications where uptime is critical.
Benefits: Specialized testing ensures that the software meets specific needs, such as accessibility and security, and is prepared for real-world use.

Help Desk Tier I, II & III

Our Help Desk Support is structured into three tiers to provide comprehensive assistance, ensuring that all user issues are resolved efficiently, regardless of complexity. This tiered approach allows for streamlined problem-solving, with each level escalating more complex issues to specialized support teams.

Tier 1: Basic Support and Troubleshooting
The first point of contact for users, Tier 1 handles basic issues such as password resets, common software problems, and general inquiries. This level focuses on quick resolutions to common problems, aiming to solve issues on the first call.

Tier 2: Advanced Technical Support
Tier 2 addresses more complex issues that require specialized knowledge, such as deeper software troubleshooting, hardware diagnostics, and configurations. If Tier 1 cannot resolve the issue, it is escalated to Tier 2, where more experienced technicians apply advanced problem-solving skills.
Tier 3: Expert-Level Support and Problem Resolution
Tier 3 is the highest level of support, handling the most complex and critical issues that require expert knowledge, such as in-depth software bugs, network issues, or integration problems. This tier often involves collaboration with developers or third-party vendors to implement long-term fixes and solutions.
Benefits: Our tiered Help Desk Support ensures that all user issues are addressed promptly and effectively, with each level equipped to handle specific types of problems. This structure enhances efficiency, reduces downtime, and ensures that users receive the appropriate level of support based on the complexity of their issue.

Project Management

Project Management involves planning, executing, and completing projects within a defined scope, timeline, and budget. It ensures that goals are met efficiently while managing resources and addressing risks throughout the project lifecycle.

Project Planning and Initiation: Setting objectives, defining scope, and creating a detailed project plan, including timelines, budget, and resource allocation.
Task Management and Scheduling: Breaking down projects into tasks, assigning responsibilities, and scheduling to ensure timely progress, with adjustments made as needed.
Resource Management: Ensuring all necessary resources are available and efficiently utilized, adjusting as project demands shift.

Risk Management: Identifying risks and developing mitigation strategies to minimize their impact, with continuous monitoring and adjustments.
Communication and Stakeholder Management: Maintaining clear communication with stakeholders through regular updates, meetings, and reports to ensure alignment.
Quality Assurance: Monitoring deliverables to ensure they meet required quality standards through regular checks and validation.
Project Monitoring and Control: Tracking performance against the plan and making necessary adjustments to keep the project on track.
Project Closure and Evaluation: Finalizing project activities, completing deliverables, and conducting a post-project evaluation to capture lessons learned.
Benefits: Effective Project Management ensures projects are completed on time, within budget, and to the required quality standards. It provides direction, optimizes resource use, and enhances communication, leading to successful outcomes and satisfied stakeholders.

Incident Management

Incident Management involves the identification, recording, and resolution of incidents that disrupt or could disrupt business operations. This essential process ensures that normal service is restored quickly, minimizing the impact on business activities.

Incident Identification and Logging: Incidents are detected and logged with all relevant details, such as time, affected systems, and severity.
Incident Categorization and Prioritization: Incidents are categorized by type and prioritized based on their impact, with critical issues escalated for immediate attention.
Incident Diagnosis and Resolution: The root cause is identified and resolved, either through a workaround or a permanent fix, to restore normal service.
Incident Escalation: Complex incidents are escalated to higher-level support teams to ensure they are resolved promptly.

Incident Closure and Documentation: Once resolved, incidents are formally closed and documented, including steps taken and lessons learned.
Post-Incident Review: A review is conducted to analyze the incident, evaluate the response, and identify opportunities for improvement.
Benefits: Incident Management ensures quick restoration of IT services, reducing downtime and its impact on business operations. This process improves response times, enhances service quality, and helps prevent future disruptions.

NACIS CODES

541512 | Computer Systems Design Services

541611 | Administrative Management and General Management Consulting Services

541519 | Other Computer Related Services

561311 | Employment Placement Agencies

Download Capabilities