Over the years, organizations worldwide have realized the power of technology for effective and efficient day-to-day functioning. Technology has eased, smoothened out and streamlined many a function. While on the one hand, as organizations continue to evolve by embracing technology, the realm too has been witnessing a plethora of changes with new technologies emerging almost every other day. At the same time, these evolutions and advancements have not been without its fair share of complexities warranting constant monitoring, pre-empting and preventing any kind of disruptions/outages to prevent stalling of business continuity. It is here the role of IT support services