Service Delivery is a set of strategic activities that facilitate monitoring, reporting and planning to continuously improve your IT services

Service Level Management maintains and improves service quality by monitoring and reviewing agreed service levels. With our standard offer, performance reports are available on our Web portal and any service improvements are managed by your Account Manager. With our extended option, your Customer Service Manager reports on service level agreements, incidents and problems and advises on capacity planning via monthly meetings. The Customer Service Manager also manages Service Improvement Programs, which can include post-mortem incident reporting and tracking of any actions required to address chronic incidents and problems. If you have alsoselected extended Service Support, a GTTR SLA and associated reporting is provided where available. At the customized level, you can benefit from qualitative SLAs aligned with IT processes, customized reporting or more frequent meetings with your Customer Service Manager.

Availability Management plans, monitors and improves your service availability in line with your business requirements. With our standard offer, you get performance reporting via your Web portal. With our extended option, we also provide SLAs for site and service availability, and your Customer Service Manager provides reporting on these availability SLAs and ensures you are notified of any planned outages. At the customized level, we can monitor and manage your environment down to the individual device or component.

Capacity Management ensures your service capacity matches your evolving requirements. We manage our network resource capacity and you may access capacity reports online. With our extended option, you also get analyses of these reports and recommendations as well as forecasts from your Customer Service Manager in your monthly report.

Continuity Management will include disaster recovery activities such as business impact analyses, risk assessments and business continuity strategy as part of a future customized offer.

Financial Management includes budgeting, accounting and cost management for your IT department as part of a customized solution.

Additional service options can include real-time monitoring on router and path performance as well as real-time path availability reporting online for most IP services. We also offer Proactive Access Optimization, which gives you quarterly reporting and recommendations to optimize access costs and performance.