Support Methodology

Vistem Solutions, Inc. provides both a Network Operations Center (NOC) and Service Desk to best support our customer’s infrastructure and systems.

The role of a NOC and Service Desk is to manage and maintain availability of services for their end users or clients and to facilitate the restoration of normal service operation, while minimizing impact to these end users or clients within an agreed-upon SLA.

In this capacity, Vistem Solutions, Inc. may provide the following services to the end user or client according to their SLA:

  • Incident Management
  • Problem Management
  • Configuration Management
  • Change Management
  • Risk Management
  • Release Management
  • Service Level Management
  • Availability Management
  • Capacity Management
  • IT Service Continuity Management
  • Security Management
  • Communication Management

The day-to-day duties of the NOC and Service Desk include:

  • Receiving all incident notifications and service requests
  • Recording all incidents and service requests
  • Classifying all incidents and service requests
  • Prioritizing all incidents and service requests
  • Troubleshooting all incidents and service requests
  • Escalating all incidents and service requests as necessary to maintain SLAs
  • Maintaining consistent communication with all parties affected by the incident or service request
  • Performing all scheduled maintenance activities

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