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Slide1
ITimpulse NOC process
This is an interactive, detailed, step wise guide explaining how alerts are managed at our NOC.
This document contains information that is considered proprietary and confidential. No information contained in this document may be released, re-printed, or redistributed without prior permission from ITimpulse. Slide2
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Use your mouse & click on buttons ,it will redirect you to the appropriate slide.Using button will get you to the previous slide & to the next. button will redirect you for more information on the topic. button will get you back to 1st slide.Click F5 for Slide Show mode.Slide3
Alert detected
An alert is generated by the RMM and an email is sent to the NOC.
Our Service desk responds to the alert within minutes.Service desk checks if the alert is valid.
Service desk sets the priority and directs the ticket to correct resource in our NOC team.
V
alid
InvalidSlide4
Valid Alerts
Valid alerts are categorized and assigned a priority depending on our SLA.
They are then assigned to L1 techs.
U
rgent
High
Low
Work requestTicket Life CycleServer OutageSlide5
Urgent Priority
All urgent requests are responded with in 10 minutes. In simpler words an engineer is working towards problem resolution within 10 minutes.
Urgent priority tickets (excluding server outage) are directly assigned to L2 EngineersA L3 gets involved if the problem is not resolved in an hour.
Typical Urgent alertsSlide6
Handling Server Outage
A server outage is categorized urgent. NOC performs these steps to verify if it’s a network problem or server crash.
Check for scheduled outage.
Check if other devices in same site are online. Ping site Public IP.
Try to access device from another computer in the network.
Server Down
Network DownSlide7
Server down
If a server is confirmed as offline the NOC performs the following actions
check if server reboots and comes back up
2. access the device using ILO/DRAC
3. If server is virtualized, check access from host machine.
4.
Inform Customer
YesNoSlide8
Server reboots
Since we set all servers to reboot automatically, in case of a BSOD they mostly come back up. If they do...
Once the server is back online, Our engineers perform a root cause analysis of the issue.
2. We implement a fix and monitor the server for another 7 days.Slide9
Server Stays offline
Since we set all servers to reboot automatically in case of a BSOD, they mostly come back up. If they don’t...
1. We inform you that the server has been offline and needs onsite attention.
2. We document the probable cause and all the things we have tried in the ticket.
3. Our Engineer is available to help when someone gets onsite.Slide10
Network down
The NOC checks to see if other devices at the site are online. Yes/No
We try to ping the gateway to see if it is an internet connection issue yes / no
Inform CustomerSlide11
Inform Customer
We will call a number provided by you depending on the time of day.
We will email you about the problem with our investigations.All troubleshooting will be documented in detail in your PSA.Slide12
High Priority
All High priority requests are responded with in 30 minutes.
A L2 Engineer get involved on the ticket before 60 minutes and a L3 if the problem is not resolved in 4 hours.We resolve most high priority tickets in 24 hours.
Typical High priority alertsSlide13
Low priority
All Low priority requests are responded with in 4 hours.
A L2 Engineer gets involved on the ticket if it can not be resolved after 1 hour of troubleshooting.We resolve most low priority tickets in 48 hours.
Typical Low priority alertsSlide14
Examples of urgent priority alerts
Server down Alert
Critical
Event viewer error
Critical
RMM alert
Event viewer error that
leads to critical errorDevice failure caused by patch deploymentDatabase offline alertScheduled task failureExchange service outage alertsServer Performance threshold alertSlide15
Examples of high priority alerts
Non-Critical Event viewer Error
Event viewer warning
Non-Critical
RMM alert
Server Anti-virus scan or update alert
Server Malware
infection alertServer Backup failure alert Scheduled task failureSoftware or RMM agent deploymentSlide16
Examples of Low priority alerts
Event viewer
alerts from workstations
Performance issues on workstations
Workstation backup failure alert
RMM
alert for workstations
Workstation Anti-virus scan or update alertWorkstations Malware infection alertSoftware or RMM agent deploymentWorkstation Patch installation failure alertPatch approvalSlide17
Work request
More info on Work requests All work requests are responded with in 4 hours.
All work requests are resolved within 24 hours.
The time may vary depending on the scope of the request.Slide18
Invalid alerts
Invalid alerts are closed and a properly documented.Slide19
Ticket Life Cycle
The service desk is our front line of support. They perform the below tasks on each and every ticket. Service desk does not perform any troubleshooting.Slide20
Assigned to L1Slide21
Escalated to L2
When a ticket can not be resolved with known procedures, the tickets are escalated to L2
All our L2 engineers are MCITP certified and have over 3 years of experience.L2 engineers find the root cause and resolve the problem.
Depending on priority, they get 30 minutes to 4 hours to research and resolve the problem.
Any tickets that are not resolved are further escalated to L3. Slide22
Assigned to L2Slide23
Escalated to L3
When a ticket can not be resolved a L2, the tickets are escalated to L3
L3 is our last tier of support. Our L3 engineers have over 6 years of experience on the field and they are also Subject matter experts in a field of their choice.In a rare circumstance a ticket can not be resolved by a L3, we will call you to discuss how to proceed further.Slide24
Assigned to L3Slide25
Resolved tickets
Resolved tickets are fully documented in the PSA.
An appropriate time entry is added in the PSA.Ticket is marked closed.
Our Quality team reviews ticket properly closed.If a ticket was closed by a L2 or L3 engineer he creates a new solution article for the problem in our internal KB.Slide26
Assigned to Customer
Any tickets that need physical access to the site are assigned to customer.
Tickets where more information is required for resolution are assigned to customer.Only 1 in every 50 tickets will require your attention.Slide27
Unresolved by L3
This often means that we have reached a dead end and may need a workaround or replacement as the problem can not be resolved.
Our L3 Engineer will call you and discuss available options, their down sides and time it will take for implementation.Any changes will only be made after your approval. Slide28
Ticket on hold for monitoring
Some tickets may be resolved but need confirmation before closure.
Such tickets are assigned back to SD team and put on hold for a specified period of time.After the period of time has passed, the SD team checks if the issue is resolved.
Resolved tickets are closed. Unresolved tickets are reassigned to engineers.Slide29
End of ticket Life Cycle
This brings us to the end of the Ticket Life cycle section. Press the back button below to go to previous section.
Click home to get to beginning of the slide show.Slide30
This document contains information that is considered proprietary and confidential. No information contained in this document may be released, re-printed, or redistributed without prior permission from ITimpulse.
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to schedule a live demo. For further inquiries and information please feel free to contact us at: US: +1 646-351-8634 India: +91 020-6500-2328 Email: sales@itimpulse.in Website: www.itimpulse.in Direct mail: ITimpulse, B112, Ganga Osian Square, Wakad, Pune – 411057 ITimpulse provides RMM agnostic, White label NOC services for MSPs