This post about the Help Desk and NOC was initially published on CX Expert. It has been updated to reflect current market trends and information. Perhaps, there is no other obstacle that causes more concern to managed services providers than how they are going to manage, monitor and provide services to their clients. For companies…
This post was initially published on CX Expert. It has been updated and refreshed before being republished here. A network operations center (NOC) is the central point of monitoring for your network. It helps to ensure uptime in your business. NOCs are not limited to networks. They can provide visibility into systems management, virtualized infrastructure,…
OK, to start with it’s not a desk that helps people! A help desk is a team of individuals (generally support staff) that provide solutions and resolutions to customers experiencing problems. Generally working at the 1st tier of the support model they are responsible for Incident reporting and resolution vs. Problem Management (I shall discuss…
Incident Management and Problem Management are both key components of the ITIL service model and have been defined and created in an effort to provide a better and more streamlined service to consumers. ITIL itself stands for the – Information Technology Infrastructure Library – and comprises of the following books: ITIL Service Strategy ITIL Service…
