Operations and Support
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.*
*If necessary, we may also fine-tune relevant processes as part of establishing requisite structure for delivering this service
