Our service team guarantees that services are delivered with the agreed-upon level of availability to meet customer needs. We assess and document risks to service availability regularly. We monitor and record service availability results and compare them to targets. We investigate and address instances of unplanned non-availability.

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We perform real-time monitoring of network devices and critical applications using tools that analyze and diagnose performance issues. We take appropriate actions to maintain optimal performance.

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Through capacity management, we ensure that sufficient capacity is always available to meet the business's agreed-upon needs in a cost-effective manner. This involves designing and managing services to achieve SLA objectives, creating and maintaining a capacity plan that aligns with the organization's budget cycle, paying special attention to resource costs, and continuously reviewing current service capacity and performance. Key components include the capacity component, capacity plan, capacity report, capacity management information system (CMIS), and performance.

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We ensure that the agreed-upon service level agreements with customers are met by adopting best ITIL processes. We provide customized reporting to track and monitor SLA performance.

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