Support & Sustainment
IT that does not stop. Failure gets anticipated, not reacted to.
Infrastructure sustainment as a service: a 24×7 NOC, ITIL processes and autonomous AI agents across 11 technology towers, with continuous availability and an SLA you can verify.
11 towers of technology under one operation
24×7 NOC with SLA and orchestrated response
Proactive failure anticipated, not reacted to
Definition · CIOTI
What CIOTI is.
Built on the CIOTI concept, the Center for IT Intelligence and Operations monitors, analyses and optimises your entire technology estate in real time, with AI in command. We anticipate failures, automate responses and keep availability continuous so your operation never stops. Fewer incidents, better performance and an IT function that works proactively for the business.
The 11 technology towers
All orchestrated by autonomous AI agents, in an operation that thinks, acts and keeps evolving, to protect, sustain and accelerate innovation across your IT.
What we run
Sustainment is a process, not an improvised shift.
The operation covers the whole cycle, from the event nobody saw to the ticket a user raised, under ITIL and a contractual SLA.
24×7 monitoring
Event management across hardware, operating systems, middleware, databases and applications, with alerts tuned by criticality.
Incident management
From first alert to closure, with a contractual SLA per severity and a defined escalation path. No ticket lost along the way.
Problem management
Root cause analysis on what repeats. Mature sustainment is not the one that fixes fast, it is the one that makes the incident stop happening.
Change management
Window, rollback plan and record. Change goes in with predictability, not with fingers crossed.
Patching and hardening
Operating systems and components updated on a cycle, closing the gap between the security bulletin and your estate.
Backup and recovery
Monitored routines and restore testing. A backup nobody has tested is not a backup, it is a hope.
Capacity and performance
Consumption trends for CPU, memory, storage and links, so resources grow before the bottleneck, not after it.
Service Desk
A single point of contact for users, with catalogue, queue and history, under ITIL.
The journey
From inventory to live operations, and improving from there.
You do not get a tool to configure. Central IT surveys the estate, instruments it, takes over operations and returns fewer incidents each cycle.
Fase 01 · Discovery
Assessment and inventory
Scope comes from your estate, not from a template.
- Survey of towers, assets and dependencies
- Process mapping and what already hurts today
- Baseline of availability and ticket volume
Fase 02 · Preparation
Instrumentation
You cannot sustain what you cannot see.
- Agents and collectors across the 11 towers
- Alert thresholds tuned by criticality
- Service catalogue and escalation matrix
Fase 03 · Operations
24×7 sustainment
Operations go live and the SLA starts counting.
- NOC and Service Desk running continuously
- Incident, problem and change under ITIL
- AI agents on triage and known remediation
Fase 04 · Evolution
Continuous improvement
Every cycle returns fewer incidents than the last.
- Root cause on repeats becomes an elimination action
- Capacity reviewed before the bottleneck
- Indicators and evidence ready for your leadership
AI layer
AIOps: the alert becomes a cause, and the cause becomes an action.
AI does not replace the analyst, it gives their time back. Noise is suppressed, known patterns are resolved automatically, and what remains arrives with context.
Observability
Metrics, logs and traces correlated with business context, so priority goes to what affects the critical path.
Event correlation
Noise is suppressed and the alert becomes a cause. Fewer blinking screens, more problems identified.
Failure prediction
The subtle anomaly is caught before it becomes downtime, and the fix happens in a window rather than at 3am.
Automated response
What is already known gets fixed on its own. What is new escalates to the human team with the context ready.
What sets it apart
What changes when 11 towers sit under one operation.
Scope
One operation, not 11 contracts
Eleven towers under a single accountable owner, one process and one point of contact. No vendor gaps for incidents to hide in.
Proactivity
Failure caught early
The operation does not wait for a user to raise a ticket. The anomaly is detected, correlated and handled before it becomes downtime.
AI in command
Autonomous agents on the front line
The known is resolved by an agent, with no queue. Senior people keep the work that needs judgement, not the repetitive part.
Evidence
An SLA you can prove
Every event, decision and response is recorded. The indicator reaches your leadership ready, not assembled the night before.
Frequently asked questions
Common questions about sustainment.
Do you replace my IT team?
No. Sustainment takes over continuous operations across the 11 towers, and your team keeps what is strategic for the business. If you have a team, they get room to breathe. If you do not, you get an entire operation.
How does the SLA work?
The SLA is contractual and set by severity, with a deadline to start and to close each request. The whole cycle is recorded, so the indicator is verifiable rather than merely claimed.
Do I have to replace my tools?
No. The operation connects to what you already use and fills in where instrumentation is missing. The AI layer works on data from your own environment, in your own format.
Is support remote or on site?
Both. The model is managed and can be remote, hybrid or with allocated staff, depending on criticality and how your estate is distributed.
What does AI resolve on its own?
What is already known and has a validated procedure: restarting a service, expanding a volume, cleaning up, applying a standard fix. Anything new escalates to an analyst with the context already correlated.
How do I follow the operation?
Through dashboards for availability, volume, response time and root cause on repeats, plus regular review sessions with your team.
What is IT infrastructure sustainment?
It means keeping the infrastructure alive and predictable: continuously monitoring, fixing, updating, documenting and evolving servers, network, cloud, database and endpoints. Support puts out today's fire; sustainment makes sure it does not start again.
What is the difference between support and sustainment?
Support is reactive and ticket driven: someone opens a request, someone resolves it. Sustainment is continuous and owns the health of the environment, with preventive routines, capacity management, a patching cycle and a focus on reducing recurrence. In practice, buying support alone means paying for the same incident several times.
How much does it cost to outsource IT support and sustainment?
There is no list price, because cost is sized by the scale and criticality of the environment: number of users and assets, service window, SLA level, number of sites and what falls in scope, from endpoint to cloud. The initial assessment measures that and returns the sizing before any commitment.
How long does it take for you to take over the operation?
The transition runs in phases so nothing goes dark: environment discovery, knowledge transfer, assisted operation in parallel and only then full handover. The timeline depends on the size of the estate and the quality of existing documentation, and it is agreed in the transition plan.
Is coverage 24x7?
Coverage is defined by contract and follows the criticality of the service, not the vendor's business hours. Mission critical environments run 24x365, with defined on call and escalation; less critical environments can run on an extended window with standby.
Does this work for public sector organisations?
Yes. Much of our experience is in government and regulated sectors, with the formality public contracts require: measurable scope, auditable indicators, service level reporting and respect for budget and contract term.
How do I buy this?
Through four routes: direct sales, AWS Marketplace, SERPRO and TELEBRAS. Public bodies often find the shortest path through the state owned companies they already contract with. The detail of each route is at centralit.com.br/en/how-to-buy.
Next step
Start with an assessment of your estate.
Bring us your estate. We map the towers, show where incidents are born and what the operation eliminates in the first cycle.
Book an assessment