ITSM Technical Details

Technical Details

This service uses BMC® Remedy IT Service Management suite of tools, which is compliant with the Information Technology Infrastructure Library (ITIL). Crystal Reports XI and Crystal Reports Server XI are used for creation and scheduling of reports.

Hours of Availability

This service is available 24/7, excluding planned outages, maintenance windows, and unavoidable events. Maintenance windows are used only when needed for planned changes that have gone through our Change Management process. In addition to our standard maintenance windows, site-specific and service-specific changes may be coordinated with customers at non-standard times.

  • The planned maintenance windows for ITSM are from 12:00 noon to 6:00 p.m. Saturday and from 4:00 a.m. to 12:00 noon on Sunday.