NETWORK OPERATIONS CENTER (NOC) AND END USER HELPDESK · 2020. 1. 10. · Members of HDI, formally...
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OUR HELPDESK AND NOC ARE RUN ON PROVEN SYSTEMS Connectwise LabTech PRTG OUR PROCESSES FOLLOW INDUSTRY ITIL STANDARDS ITIL practices for incidents, service requests, and problem management 24x7 NOC staff monitoring OUR ENGINEERING TEAM IS HIGHLY CERTIFIED Certificate of Supervisory Techniques Certified Public Manager Knowledge-Centered Support Principles Professional Certification HDI ® Support Center Director Professional Certification ITIL ® Version 3 Foundations Certification ITIL ® Version 3 Service Strategy Certification ITIL ® Version 3 Service Design Certification ITIL ® Version 3 Service Transition Certification ITIL ® Version 3 Service Operation Certification ITIL ® Version 3 Continual Service Improvement Certification ITIL ® Version 3 Managing Across the Lifecycle Certification ITIL ® Version 3 Intermediate Certification ITIL ® Version 3 Expert Certification Service Excellence: The Gateway to Public Approval PRINCE2 ™ Foundations Certification PRINCE2 ™ Practitioner Certification PRINCE2 ™ Registered Practitioner Certification MoR ® Management of Risks Certification MoV™ Management of Value Certification MSP ® Managing Successful Programs Certification MSP ® Managing Successful Programs Registered Practitioner Certification MOP ® Management of Portfolios Certification IABSM Service Value and Quality Management Certification P3O ® , Portfolio, Program, and Project Management Offices Members of HDI, formally Hep Desk Institute AFCOM NETWORK OPERATIONS CENTER (NOC) AND END USER HELPDESK We maintain a full Network Operations Center in our Baton Rouge Data Center and Corporate Headquarters that’s built to address our customers’ changing needs. Our NOC is manned by a team of Tier 1 support staff that handles all incoming support requests and can escalate to Tier 2 and Tier 3 teams of high-level support engineers to handle any issues from your desktops to our data center services as well as your internet circuits, and more.
Transcript of NETWORK OPERATIONS CENTER (NOC) AND END USER HELPDESK · 2020. 1. 10. · Members of HDI, formally...
OUR HELPDESK AND NOC ARE RUN ON PROVEN SYSTEMS Connectwise LabTech PRTG
OUR PROCESSES FOLLOW INDUSTRY ITIL STANDARDS ITIL practices for incidents, service requests, and problem management 24x7 NOC staff monitoring
OUR ENGINEERING TEAM IS HIGHLY CERTIFIED Certificate of Supervisory Techniques Certified Public Manager Knowledge-Centered Support Principles Professional Certification HDI® Support Center Director Professional Certification ITIL® Version 3 Foundations Certification ITIL® Version 3 Service Strategy Certification ITIL® Version 3 Service Design Certification ITIL® Version 3 Service Transition Certification ITIL® Version 3 Service Operation Certification ITIL® Version 3 Continual Service Improvement Certification ITIL® Version 3 Managing Across the Lifecycle Certification ITIL® Version 3 Intermediate Certification ITIL® Version 3 Expert Certification Service Excellence: The Gateway to Public Approval PRINCE2™ Foundations Certification PRINCE2™ Practitioner Certification PRINCE2™ Registered Practitioner Certification MoR® Management of Risks Certification MoV™ Management of Value Certification MSP® Managing Successful Programs Certification MSP® Managing Successful Programs Registered Practitioner Certification MOP® Management of Portfolios Certification IABSM Service Value and Quality Management Certification P3O®, Portfolio, Program, and Project Management Offices Members of HDI, formally Hep Desk Institute AFCOM
N E T W O R K O P E R AT I O N S C E N T E R ( N O C ) A N D E N D U S E R H E L P D E S KWe maintain a full Network Operations Center in our Baton Rouge Data Center and Corporate Headquarters that’s built to address our customers’ changing needs.
Our NOC is manned by a team of Tier 1 support staff that handles all incoming support requests and can escalate to Tier 2 and Tier 3 teams of high-level support engineers to handle any issues from your desktops to our data center services as well as your internet circuits, and more.
O U R T I C K E T I N G P R O C E S S A N D I T S E R V I C E M A N A G E M E N T A R E B E S T - I N - C L A S S
Our teams handle 1,400+ incidents per month and 200+ service requests by following this process.
USER PHONE CALL
ACD PICK 1
PORTALE-MAIL ACD QUE RECEPTION
INCIDENT INITIAL ID (WHO, CALL BACK # AND WHAT)
INCIDENT LOGGING
MAJOR INCIDENT
SERVICE REQUEST?
ESCALATIONNEEDED?
RESOLUTION IDENTIFICATION
FUNCTIONAL ESCALATION
INCIDENT CATEGORY & PRIORITY
INITIAL INCIDENT DIAGNOSIS
MAJOR INCIDENT PROCEDURE
EVENT MANAGEMENT
REQUESTMANAGEMENT
PROBLEMMANAGEMENT
HIERARCHICAL ESCALATION
MANAGEMENTESCALATION INVESTIGATION & DIAGNOSIS
RESOLUTION & RECOVERY
INCIDENT CLOSURE
FUNCTIONAL ESCALATION LEVELS 2, 3, VENDOR
YES
YES
YES YES
YES
YES
NO
NO
NO
NONONO
