System Support
Reliable Support, From Issue to Improvement
ITIL-aligned service desk and platform support with clear SLAs.
i3RL resolves incidents fast—and hardens systems to prevent repeats.
Your users judge reliability by how quickly issues are fixed—and how rarely they recur. i3RL delivers disciplined support grounded in ITIL and modern ITSM practice, combining service desk rigor with SRE feedback loops so operations stay calm, predictable, and measurable. Our approach emphasizes clear ticket types, data-driven improvements, and continuous governance to keep service quality high and costs under control.
Our Support Services
L1/L2/L3 Support
We run a tiered service desk that separates first-contact triage, deeper technical diagnosis, and complex platform work, with defined handoffs and escalation paths that minimize time to resolution. Ownership and response targets are mapped to SLAs and published runbooks so expectations are explicit.
Incident, Problem, Change & Service Request
Work is categorized using core ITIL ticket types—incidents to restore service quickly, problems to remove root causes, changes to modify systems safely, and requests to fulfill standard asks—ensuring speed, quality, and traceability. Standardizing these flows reduces confusion and accelerates delivery across teams
Patch & Release Support
We manage secure patch cycles with scheduled windows, approvals, and rollback plans, reducing risk while keeping platforms current. Change advisory practices and pre-prod validation make releases predictable and audit-ready.
Experience
We support high-volume SaaS and enterprise environments under strict SLAs,
integrating with ServiceNow or Jira Service Management while preserving your
existing monitoring, CI/CD, and cloud stacks. Engagements pair service desk rigor
with SRE practices so stability improves while delivery keeps pace.
integrating with ServiceNow or Jira Service Management while preserving your
existing monitoring, CI/CD, and cloud stacks. Engagements pair service desk rigor
with SRE practices so stability improves while delivery keeps pace.
Client Satisfaction
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Revenue Impact
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Years of Experience
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Our Support Process
We turn support into a reliable operating rhythm. From SLAs and intake to runbooks and reviews, each step is designed to shorten time to restore, prevent recurrences, and make quality visible to stakeholders.
Conceptualizing the Service
Define SLAs/SLTs, a priority matrix, communications standards, and hours of coverage so urgency and expectations are clear from day one.
Kickoff
Stand up ticketing queues, on-call schedules, and secure access; agree on escalation paths and status update cadence to keep stakeholders aligned.
Discovery
Baseline inventory, dependencies, and a known-error database; document integrations and constraints to prevent surprises in operations.
Playbooks & Automation
Author standard operating procedures and bots for common tasks; wire approvals and validations to reduce manual error and wait time.
Operations
Intake, triage, diagnosis, resolution, and communication flow through the service desk with clear ownership and handoffs between L1/L2/L3.
Quality Assurance
Audit tickets and surveys, review changes, and measure variance against SLAs; findings feed fixes to playbooks, training, or tooling.
Release Preparation
Run CAB checks and pre-prod validation with rehearsed rollbacks so deployments are calm and reversible when needed.
Post-Launch Support
Schedule CSI workshops and maintain a prioritized improvement backlog; publish trends so leaders see progress and remaining risk.
System Support Stacks
Operational tooling for ITSM, monitoring, security, endpoints, and incident response.
ITSM & CMDB
Ticketing, change, asset/CMDB, and knowledge workflows
Technologies in this bundle:
ServiceNow
ITSM/CMDB
Jira Service Management
ITSM
Freshservice
ITSM
Zendesk
Support
ManageEngine
ITSM/Endpoint
Confluence
KB/Runbooks
Optimize support operations
Unify intake, automations, and CMDB relationships.
Monitoring & APM
Metrics, traces, and dashboards for apps and infra
Technologies in this bundle:
Prometheus
Metrics
Grafana
Dashboards
Zabbix
Monitoring
Datadog
APM/Infra
New Relic
APM
Dynatrace
APM/AI
See issues before users do
Golden signals, SLOs, and alert tuning for fewer pages.
Logging & SIEM
Centralized logs, analytics, detections, and compliance
Technologies in this bundle:
Elastic Stack
Logs/Search
Kibana
Visualization
OpenSearch
Logs/Search
Splunk
SIEM
Graylog
Logs
Microsoft Sentinel
Cloud SIEM
Make logs actionable
Parsing, retention, and detections that catch real issues.
Endpoint & Identity
MDM/UEM, SSO/MFA, and secure remote support
Technologies in this bundle:
Microsoft Intune
MDM/UEM
Jamf
Apple MDM
Workspace ONE
UEM
Okta
SSO
Duo Security
MFA
TeamViewer
Remote Support
Harden endpoints, reduce toil
Automated provisioning, policies, and secure access.
Incident & Uptime
On-call orchestration, synthetic checks, and status comms
Technologies in this bundle:
PagerDuty
On-call
Opsgenie
On-call
UptimeRobot
Uptime
Grafana Synthetic
Synthetic
Statuspage
Status
Slack
Incident Comms
Cut MTTR, improve trust
Runbooks, paging rules, and clean stakeholder updates.
Don't see your preferred tool? Contact us for a customized support stack.
Why Choose i3RL
Pick a partner that makes support predictable and improvement continuous. We align to ITIL where it helps, automate where it matters, and measure what counts—so service quality rises without slowing teams down.
ITIL-Aligned, Pragmatic
We adopt ITIL where it delivers outcomes—clear ticket types, CAB where risk warrants it, and CSI that actually gets done—avoiding bureaucracy that slows response.
Fast Resolution, Fewer Recurrences
Incidents restore service quickly; problem management removes root causes so they don’t come back. Together, they cut downtime and noise over time.
Clear Communication
Playbooks define who updates whom and when; status pages and stakeholder summaries prevent surprises and build trust during high-pressure events.
On-Call Excellence
PagerDuty-backed schedules and escalation policies ensure the right responder gets paged, with tested handoffs and clear urgency rules to reduce MTTA/MTTR.
Audit-Ready Operations
Change reviews, approvals, and documented rollbacks make compliance easier and releases safer, with evidence available for audits when needed.
Knowledge Transfer & Enablement
We leave your teams stronger with updated runbooks, training, and ownership models, reducing reliance on external help while keeping momentum.
Our Hiring Models
Dedicated Developer
Our dedicated teams specialize in analysis,
development, testing, and support. They integrate
seamlessly with your business to deliver results with
efficiency and precision.
Dedicated Team
Our dedicated teams specialize in analysis,
development, testing, and support. They integrate
seamlessly with your business to deliver results with
efficiency and precision.
Fixed Price Project
Our dedicated teams specialize in analysis,
development, testing, and support. They integrate
seamlessly with your business to deliver results with
efficiency and precision.
development, testing, and support. They integrate
seamlessly with your business to deliver results with
efficiency and precision.
Questions & Answers
Frequently Ask Questions
We tailor SLAs/SLTs by priority and coverage (e.g., P1 acknowledged in minutes, P2 within the hour) and publish them in your runbook so expectations are clear.
Yes. We integrate with ServiceNow/JSM for ITSM, Slack/Teams for comms, monitoring and APM for signals, CI/CD for change data, and PagerDuty/Opsgenie for on-call.
We pair incident management with problem management and CSI. Root-cause fixes are prioritized, tracked, and validated in post-implementation reviews.
We use CAB for higher-risk changes, pre-prod validation, and rehearsed rollback; lower-risk changes follow streamlined, automated paths.
We set fair rotations, escalation policies, and urgency rules; rehearse response; and review paging data to reduce noise and improve coverage balance.
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