ODYA Managed Services: How Do We Manage Your IT Operations?
We transform your infrastructure into a predictable, measurable, and efficient structure with ITIL-based processes, 24/7 monitoring, and disciplined change management. Instead of waiting for systems to fail (Break-Fix model), we monitor the infrastructure 24/7 to detect potential bottlenecks and failures before they occur. As the ODYA Managed Services team, we continuously audit servers, network devices, and applications.
24/7 Infrastructure Monitoring
Proactive detection, real-time alerting, and preventive intervention processes. Gain 24/7 visibility and control over your infrastructure with ODYA Managed Services!
Agent & Integration Setup
Monitoring agents (Zabbix, Prometheus, Datadog, etc.) are installed on server, network device, application, and database layers. SNMP traps, syslog streams, and API integrations are routed to a single centralized platform.
Defining Thresholds & Alarm Rules
Critical / warning / info level thresholds are defined for metrics such as CPU, RAM, disk, network bandwidth, response time (latency), and service status. Abnormal behaviors are automatically detected using dynamic baseline algorithms.
Alarm Correlation & Noise Filtering
Cascade alarms that a single infrastructure failure can trigger are merged using correlation rules. Unnecessary notifications are prevented with flapping alarms, maintenance windows, and suppression rules.
Automated Notification & Escalation Chain
The triggered alarm is first forwarded to the L1 NOC team. If a resolution is not provided within the specified SLA period, notifications are sent to L2 / L3 engineers and customer representatives via an automatic escalation flow (SMS, e-mail, Teams/Slack, PagerDuty).
NOC Dashboard & Visualization
With ODYA Automated NOC; the real-time status of all infrastructure components is visualized and presented via dashboards. Capacity trends, SLA indicators, and the last 30 days of alarm history are kept accessible on the customer portal. Furthermore, separate dashboards are created with role-based structures for technical teams and decision-makers such as CIOs and IT Directors.
Incident Management
IT Service Management processes compliant with the ITIL framework with ODYA Managed Services. ITIL-compliant detection → classification → resolution → closure cycle.
Incident Record Creation
With the alarm coming from the monitoring system or end-user notification, an automatic or manual incident ticket is opened on SPIDYA ITSM *with AI support. The record is enriched with details such as CI (Configuration Item), impact area, number of users, and preliminary symptoms.
Priority & Impact Classification
The incident is prioritized between P1–P4 according to the impact (how many users / systems are affected) and urgency (impact on business continuity) matrix. A war room procedure is activated for P1 incidents, and an Incident Manager is assigned.
Diagnosis & Root Cause Investigation
L1 first scans the Knowledge Base for known solutions; if none are found, escalation is made to L2/L3. The root cause is determined using log analysis (ODYA Automated NOC), packet capture, APM monitoring, CI relationships, service trees, and infrastructure snapshots.
Resolution & Service Restoration
The service is first brought up with a temporary workaround, followed by a permanent fix. All intervention steps are recorded in the ticket with a timestamp. Affected users are notified via e-mail / portal.
Post-Incident Review (PIR)
A PIR meeting is held within 48 hours for P1/P2 incidents. The timeline, root cause, impact analysis, and recurrence prevention actions are documented in a written report. A problem record is opened to track the permanent solution.
Service Request Management
Catalog-based, automation-supported fulfillment of standard service requests. ODYA Managed Services executes processes to fulfill predictable, pre-approved service needs rapidly and consistently. Meaning, operations like "create a new user", "increase disk capacity", or "define VPN access" are managed quickly and easily.
Defining the Service Catalog
Standard request types (creating a new user, disk expansion, firewall rule changes, SSL certificate renewal, etc.) are determined with the customer. For each request type, the approval flow, assigned team, priority, and fulfillment SLA are defined.
Self-Service Portal & Entry Points
End users can submit requests via the self-service portal, e-mail, or integration API. Frequently received simple requests are handled automatically with chatbot / virtual assistant integration (password reset, account unlock, etc.).
Automated Routing & Assignment
The incoming request is automatically assigned to the correct team and person by matching the request type, priority, and customer profile. The business rule engine prevents unnecessary routing loops.
Fulfillment & Verification
The assigned engineer receives the request, checks the prerequisites (authorization, capacity, dependencies), obtains approval if necessary, and executes the operation. All steps are documented on the ticket.
Customer Verification & Closure
When the request is completed, a notification is sent to the user awaiting their confirmation. If there is no response within a certain time, an automatic closure rule is activated. Quality is measured with a satisfaction survey.
Change Management
Applying risky infrastructure changes in a controlled, reversible, and documented manner.
Creating a Request for Change (RFC)
A Request for Change (RFC) document is prepared for every change that will affect the infrastructure. The scope of the change, its justification, affected systems, implementation steps, and rollback plan are documented.
Risk & Impact Assessment
The CAB (Change Advisory Board) or automated rule engine classifies the change as Normal, Standard, or Emergency. A risk score is calculated considering the number of affected CIs, change complexity, history of past failed changes, and current alarm status.
Approval Flow & Maintenance Window Planning
Depending on the risk level, an approval process ranging from single-person approval to multi-stage CAB approval is applied. The change is scheduled into the most appropriate maintenance window by analyzing the traffic and workload on the system.
Controlled Execution & Real-Time Monitoring
The change is applied systematically with IaC or runbook steps. During the application, the monitoring platform is switched to intensified mode; verification checks are run after each step.
Verification, Closure, or Rollback
If the change is successful, smoke tests & verification steps are run, the ticket is closed, and the CMDB is updated. If a problem is detected, the pre-prepared rollback plan is activated and the incident management process is initiated.
Performance Monitoring & Reporting
You can't improve what you don't measure! A data-driven continuous improvement cycle.
KPI & SLA Metrics Framework
Key performance indicators are determined together with the customer: MTTR (Mean Time to Repair), MTBF (Mean Time Between Failures), SLA Compliance Rate, First Call Resolution, Capacity Utilization Rate. The calculation method and target value of each metric are included in the contract.
Automated Data Collection & Storage
All metrics are automatically collected from monitoring tools, the ITSM system, and log platforms. They are stored long-term in time-series databases (InfluxDB, Prometheus TSDB); raw data is accessible via API.
Weekly & Monthly Report Generation
A weekly operational summary (number of incidents, age of open tickets, SLA deviations) and a monthly management report (trend analysis, capacity projection, improvement suggestions) are automatically generated and uploaded to the customer portal.
Service Review Meetings (SRM)
Metrics are reviewed with the customer through Monthly Operational SRMs and quarterly Strategic SRMs, root causes are discussed, and improvement targets for the next period are set. Actions are added to the follow-up list.
Continuous Service Improvement (CSI) Cycle
Based on the data, recurring problems are fundamentally resolved with Problem Management. Automation opportunities are identified, runbooks are updated, and the operational maturity level is increased every period with the ITIL CSI framework.