PicoCore – an experienced operations setup for both PIM and CMS
PicoCore is Pico's operations department and the primary point of contact for customers seeking support, maintenance, and ongoing tasks related to their solution. PicoCore was established to ensure a stable and well-functioning day-to-day collaboration between Pico and its customers, where operations, minor changes, and professional guidance are handled in a structured and responsible manner.
PicoCore operates as a dedicated team of consultants who know customers' solutions and system landscapes, and who handle the operational tasks that arise in everyday use. Responsibility shifts from the customer to Pico, allowing the customer to focus on their business while Pico takes ownership of operations.
What does PicoCore cover?
PicoCore covers all tasks related to the daily use and stability of a Pico-delivered solution. This includes handling incidents and outages, as well as minor change requests, updates, and general professional guidance. PicoCore can therefore be seen as an extended support function, where the focus is not only on fixing issues, but also on keeping the solution well-functioning and up to date.
The work is carried out by consultants with broad knowledge of customers' products, data, and systems. This makes it possible to respond quickly and proportionately, while evaluating solutions in their proper context rather than as isolated events.
Responsibility and process in task resolution
When a task is handled in PicoCore, Pico takes responsibility for the entire process. This applies from the moment a task is created, throughout its handling, and until it is completed and handed back. The process is proven and transparent, so customers always have visibility into status, priority, and the next steps in the resolution.
A central element of PicoCore is ongoing communication. Customers are kept informed throughout the entire process, and deliberate effort is made to maintain clarity around expectations, progress, and any limitations. The goal is to create confidence and predictability in the collaboration, even when unexpected challenges arise.
Separation of operations and development
Pico deliberately maintains a clear separation between operations and development. Experience shows that quality declines when day-to-day operations and the development of new features are mixed together. PicoCore therefore has as its primary purpose to ensure reliable and stable operation of existing solutions.
If, for example, an outage occurs while a development team is working on new features, the PicoCore team will handle the urgent operational task. This avoids sudden reprioritisation, context switching, and loss of focus in development work, which contributes to higher quality in both tracks.
ITIL as a methodological foundation
PicoCore works with ITIL® as the methodological foundation for its support and operations efforts. For customers, this means that the operation of their solutions is supported through a structured and iterative process, with a focus on stability and continuous improvement.
The ITIL approach ensures that requests are handled consistently, and that operational experience is actively used to improve solutions over time. PicoCore thus combines classic support with a sustained focus on quality and maturity in customers' systems.
Scalable subscription model
PicoCore is offered as a subscription-based service that can be tailored to the needs of different customers. Some primarily need fast support in the event of an outage, while others also require ongoing minor changes, updates, and guidance.
The subscription provides access to the PicoCore team and a support hotline with a guaranteed response time. The scalability makes it possible to choose a level that matches both complexity, organisation, and operational criticality.
How requests are handled in PicoCore
Customers submit requests via the PicoCore Service Portal. Incidents, service requests, and change requests can be created depending on the nature of the need. The Service Portal ensures that all requests contain the necessary information, so PicoCore can respond quickly, accurately, and proportionately.
The structure of the portal supports correct prioritisation and documentation, and contributes to consistent handling of tasks across customers and solutions.
Core principles of PicoCore
PicoCore is built on three core principles: accountability, expertise, and humanity.
Accountability means that Pico takes ownership of tasks throughout their entire lifecycle and works from a transparent process model. Expertise means that consultants not only know the systems, but also the customer's overall solution and business context, and continuously develop their skills to provide qualified advice. Humanity means respect for customers' time, open and direct communication, and an awareness that good solutions require an understanding of both needs, constraints, and priorities.
Connection to other areas at Pico
PicoCore is closely connected to Pico's development and consultancy services. Operational experience from PicoCore contributes to better decisions in the further development of solutions, and the close dialogue with customers provides valuable insight into the actual use of systems and data.