The Information Technology Service Management Analytics feature relies heavily on performance,
load, and events or incidents. Performance is typically measured as the rate at which the
execution of an action occurs. It should always be measured against the amount of load being
applied either to the system, platform or server. Load is measued as the amount of usage taking
place at a given point of time. Understanding the maximum capacity of a system, platform or
server allows us to be able to understand and predict when performance will start to deteriorate
based upon load. Events and Incidents occur when there is a change in the system, platform or
server that we were monitoring.

Once all of this information is gathered, we analyze it to create proactive solutions to projected
issues. In other words, we take past and potential future event data to make current decisions in
relation to the service. These analyticis allow us to constantly improve our service to you.