Service Management
Infrastructure Management
Infrastructure operations service includes 24x7 monitoring of infrastructure for availability / performance / capacity, batch monitoring / management. Operations service desk includes incident management activities such as incident recording, initial investigation of issues; tracking and escalation management, and closure; user administration and service reporting.
Product support service involves a detailed analysis of incidents, incident resolution, and problem management activities such as trend analysis, root cause analysis, known error establishment, and creation of break-fixes (excluding code changes).