ITIL v4 incident management, request management, problem management, and change management.
Network, platform, and application operations center. Includes monitoring, surveillance, and event management.
Ensure that all functions and processes that worked yesterday, will work today, and will continue to work tomorrow.
Infrastructure as a service resources including those managed services as required to ensure performance and availability.
24/7 Customer Support Service Desk will receive and address all incident reports, service requests, and administrative matters.
Installs, configures, manages, and monitors all relational databases including associated data access and performance services.
Ensures appropriate data storage, creates and manages backup application data, and ensures data protection without business disruption.
Provides security operations services including monitoring, vulnerability scanning, intrusion detection, and end point protection.
Scheduled systems time for preventative maintenance, patching and system performance / tuning.
Delivers a change management plan and ensures coordination of implementation, testing, notification, and verification of successful completion.
Full support committed Recovery Time Objectives and Recovery Point Objectives based on Business Impact Analysis.
Support for wide area network including on premise equipment; configuration and support of network hardware and software.
Denovo services will include development of custom objects, application customizations, and custom integration support.
Entitlement for technical and application upgrades providing project management, and application technical / functional personnel.
Shoulder-to-shoulder “help me” support focused on the productive use of the application.
Workstation / desktop management, provisioning, imaging, and office applications administration.