Ensure iTOP is available, stable, and functional
Web access, Database services, and Cron jobs
Weekly Database and File backups
Basic health checks and log cleaning
Monthly Platform Health & Incident Logs
1-day response time for incidents
Ensure iTOP is used correctly according to ITIL concepts
Includes all Bronze + ITSM Process Support
Includes all Bronze + CMDB Governance
CMDB audit, duplicate CI removal, and lifecycle management
Monthly ITSM Performance & SLA Compliance
Advanced L2/L3 Admin and User Support
We monitor HTTP/HTTPS access, response times, and essential services like Apache/Nginx and MySQL.
Weekly structure and transaction backups for databases, including attachments and config files.
We review workflows for Incident, Service Request, and Change Management to ensure field validation and priority matrices are accurate.
Providing Service Desk and IT Operations views using native iTOP queries.
