Each of our offerings are guided by a methodology based on best practices defined in the internationally recognized Information Technology Infrastructure Library (ITIL). This methodology achieves and maintains service levels for system availability, system performance, and service support in line with our customer's business requirements.

Service Delivery
The goal of the Service Delivery disciplines is three-fold. First to align service levels for Availability and Performance with customer business requirements. Secondly, to proactively monitor and service the infrastructure to maintain these levels before impacts occur. Third, through Capacity Management, to optimize the efficient use of existing infrastructure, and to assure that growth in users or application modules does not affect service levels.

Availability Management
This discipline focuses on assuring that users are provided with applications that are available for work. This includes maintaining uptime of the operating system, databases, and application software. ThirdEdge will proactively monitor these SAP system components striving to identify and resolve potential incidents before they occur.

Performance Management
System availability is not enough. Business users require acceptable levels of performance. Performance of the SAP system will also be proactively monitored and maintained in line with customer defined objectives.

Capacity Management
As the number of users and module additions grow, components of the SAP system will require improvements to maintain the required levels of availability and performance. Through proactive system monitoring and the use of trending, ThirdEdge will manage capacity by performing system tuning as well as suggesting SAP upgrade opportunities to customers.

Service Support
The proactive disciplines within Service Delivery will not always prevent an event that affects Availability or Performance from occurring. Therefore, a request for service and its efficient closure must be performed. In addition, requests other than incident or problem resolution will occur such as requests for change or information. Response to any type of request must be managed within a customer-defined resolution target zone. Toward this goal, ThirdEdge uses the following Service Support disciplines.

Incident Management
The goal of incident management is to quickly get the appropriate ThirdEdge personnel and technologies to address the customer's request. We employ a variety of technologies to help us resolve events expeditiously and within the promised resolution time.

Problem Management
Not all incidents can be resolved expediently. Such incidents become problems and are subsequently managed through an automated prioritization process based on their impact to the customer's business. Automated aging and escalation are then used to assure the request is addressed within customer defined time frames.

Change Management
Changes are a part of an information technology environment. Changes can be required by the customer to augment or improve how the technology supports or enables business. Prioritization, scheduling, and documentation are key considerations of change management. ThirdEdge will perform a change impact analysis outlining the effect of a change on established service levels for availability, performance, capacity, and problem management. This analysis will result in continual alignment of service level management to customer's business requirements and service objectives.

Escalation Process
The escalation process provides a mechanistic means to alert higher levels of management of those issues not being resolved. Escalation management is a crucial activity to guarantee the smooth flow of support activities.



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