OPERATIONS & SUPPORT

INCLUDES EVERYTHING IN MONITORING SERVICE, PLUS...

• Incident management - resolve incidents received from your Helpdesk and created via monitoring alerts.

• Change management - attend change meetings, write change tickets, perform changes during change windows.

• Problem management - analyze incident history to identify underlying problems, and work with IT operations to address.

• Event management - investigate monitoring alerts and determine proper actions to address.

• Request fulfillment - fulfill service requests from end-users and IT operations.

• Environment management - manage in-scope production components, update environment documentation, apply firmware and patch updates, manage component health, and provide operational thought leadership.

• Reports - weekly, monthly, and quarterly reports with ticketing system metrics and other decision-making information.

• We work as an extension of your IT operations team, using your ticketing system and aligning with your IT processes.*