The acitivities in our support services processes include, but not limited to, the following –
Proactive monitoring and identifying issues and probable incidents, so that they can be resolved before they impact the users.
Preventing incidents / problems from re-occurring.
Gathering historical and real-time data on service performance.
Tracking and reporting metrics on an ongoing basis.
Providing performance data on how the SLAs are being met by us and coming up with approaches to improve the service levels.
Periodic reviews with the stakeholders in the form of status review meetings.
SLA based services
ITIL based service delivery processes
Metrics and reporting
Continual Service Improvement (CSI)