CHALLENGE

Public safety and government agencies require high-availability technology services with consistent performance and accountability. However, many face fragmented support structures and inconsistent service levels that hinder mission-critical operations.

Federal customers and Public sector often lack a standardized approach to service management. Issues such as unpredictable resolution times, insufficient change control, and poor service continuity can jeopardize response operations. Without a clear framework for incident, problem, and change management, technology support becomes reactive rather than proactive.

OUR approach

PEAKE delivers ITIL-based service delivery through a structured framework grounded in the IT Infrastructure Library (ITIL) best practices. Our approach integrates service design, transition, and operations to ensure accountability, repeatability, and transparency in all support activities. Using a centralized Service Desk, defined SLAs, and continuous improvement cycles, PEAKE ensures that support aligns with the operational needs of public safety agencies.

technology

  • PEAKE PRO Support (Tiered service levels aligned to SLAs)
  • Service Desk Platform (ticketing, knowledgebase, and reporting)
  • Remote Monitoring & Management (RMM)
  • Change Management System
  • Incident and Problem Management Workflows
  • Customer Dashboards and Reporting Portals
  • On-call Escalation and 24/7 Support Infrastructure

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    Impact

    By implementing ITIL-aligned service delivery, PEAKE helps public safety customers ensure technology uptime, reduce response times, and gain visibility into service health and metrics.

    • 30% reduction in average incident resolution time
    • Improved first-contact resolution through knowledge base and structured triage
    • Increased customer satisfaction and trust via transparent SLAs and reporting
    • Enhanced operational continuity for emergency operations and field communications
    • Compliance with federal service management expectations (e.g., DHS, DoD)

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