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The Best NOC and Service Desk Operations Book Ever!Managed Services SeriesThe Best NOC and Service Desk OperationsBOOK EVER!For Managed Services…MSP University’sErick SimpsonMCP, SBSC

The Best NOC and Service Desk Operations Book Ever!Table of ContentsContentsWhat Can You Expect From This Book? .............................. 13The Difference Between a NOC and a Service Desk ............ 16Section 1: Infrastructure Design ......................................... 22SERVICE LOCATION REQUIREMENTS - PROVIDER ............................. 23At the Provider’s Location ................................................ 23Environmental Requirements .......................................... 24NOC and Service Desk System Requirements .................. 26NOC and Service Desk Hardware Requirements ............. 27NOC and Service Desk Operating Systems and SoftwareRequirements .................................................................. 28Communication Requirements ....................................... 30Protocols........................................................................... 31Security Requirements ..................................................... 32Connectivity Requirements .............................................. 32Broadband Requirements ................................................ 331

The Best NOC and Service Desk Operations Book Ever!Table of ContentsProactive Maintenance .................................................. 102Reactive Response and Incident Management .............. 104SERVICE DESK SERVICES ........................................................... 106The Service Desk and Its Deliverables ............................ 106VENDOR MANAGEMENT SERVICES ............................................. 111The Value of Vendor Management ................................ 111REPORTING ............................................................................ 114The Value of Reporting ................................................... 114WHAT SHOULD A NOC AND SERVICE DESK SUPPORT? ................... 117Support Considerations .................................................. 117SERVICE AGREEMENTS AND SLAS ............................................... 122Service Agreement Considerations ................................ 122Section 4: Processes ......................................................... 145INCIDENT AND PROBLEM MANAGEMENT ..................................... 148The Difference Between Incident Management andProblem Management ................................................... 148CONFIGURATION, CHANGE AND RELEASE MANAGEMENT ............... 1625

The Best NOC and Service Desk Operations Book Ever!Table of ContentsThe Differences Between Configuration, Change andRelease Management..................................................... 162RISK MANAGEMENT ................................................................ 166Risk Versus Reward ........................................................ 166SERVICE LEVEL MANAGEMENT .................................................. 172Delivering Services to Support SLAs ............................... 172SERVICE FINANCIAL MANAGEMENT ............................................ 173Helping End Users and Clients Afford TechnologyServices.. ......................................................................... 173CAPACITY MANAGEMENT ......................................................... 175Right-Sizing Infrastructure and Services for Growth ..... 175SERVICE CONTINUITY MANAGEMENT .......................................... 177Recovery from Service Interruption ............................... 177AVAILABILITY MANAGEMENT .................................................... 179When Do You Want It? ................................................... 179SECURITY MANAGEMENT ......................................................... 180Is Information Safe? ....................................................... 1806

The Best NOC and Service Desk Operations Book Ever!Table of ContentsCOMMUNICATION MANAGEMENT ............................................. 182Can You Hear Me Now? ................................................. 182Section 5: Clients .............................................................. 187CLIENT QUALIFICATIONS FOR SERVICE ......................................... 188Setting Minimum Client Qualifications for Service ........ 188INFRASTRUCTURE QUALIFICATIONS FOR SERVICE ........................... 193Setting Minimum Infrastructure Qualifications forService…. ........................................................................ 193ON-BOARDING CLIENTS ........................................................... 201The Importance of an Effective On-Boarding Process ... 201The Business Needs Analysis .......................................... 202The Technology Assessment .......................................... 203Required Infrastructure Modifications, Updates andUpgrades ........................................................................ 203The Provisioning Process ................................................ 204The Training Process ...................................................... 209NOC and Service Desk Client Support Training .............. 2107

The Best NOC and Service Desk Operations Book Ever!Table of ContentsClient and End User Support Training ............................ 210Service Go-Live ............................................................... 211DELIVERING SERVICE................................................................ 213Day to Day Service Delivery ........................................... 213The NOC Staff’s Daily Duties .......................................... 214The Service Desk Staff’s Daily Duties ............................. 216Interacting with Clients and End Users .......................... 219What To Say, What Not To Say, and How Not To Say It 219CLIENT SATISFACTION .............................................................. 226Measuring Client Satisfaction and Improving Retention 226Section 6 – Hiring and Training Technical Staff .................. 231WRITING EFFECTIVE EMPLOYMENT ADS FOR TECHNICAL STAFF ........ 232USING DISC BEHAVIORAL PROFILES BEFORE INTERVIEWING CANDIDATES................................................................................………..241THE INTERVIEW PROCESS FOR HIRING TECHNICAL STAFF................. 264THE OFFER LETTER .................................................................. 279THE EMPLOYMENT AGREEMENT ................................................ 2888

The Best NOC and Service Desk Operations Book Ever!Table of ContentsTHE EQUIPMENT LOAN AGREEMENT ........................................... 299COMPENSATION PLANS ............................................................ 302Help Desk Support Jr.-Sr. (Service Desk Staff)................ 303Service Dispatcher Jr.-Sr. ................................................ 305Service Desk Manager .................................................... 306NOC Manager ................................................................. 307TRAINING TECHNICAL STAFF ...................................................... 310Role-Specific Training ..................................................... 313NOC staff ........................................................................ 313Service Desk staff ........................................................... 316Service Dispatchers ........................................................ 318NOC Managers ............................................................... 320Service Desk Managers .................................................. 322Section 7: NOC and Service Desk Management by theNumbers .......................................................................... 325MEASURING FINANCIAL PERFORMANCE ...................................... 327MEASURING NOC PERFORMANCE ............................................. 3309

The Best NOC and Service Desk Operations Book Ever!Table of ContentsMEASURING SERVICE DESK PERFORMANCE .................................. 334Section 8: Outsourcing NOC and Service DeskComponents…… ............................................................... 340Benefits of Outsourcing .................................................. 340Considerations Prior to Outsourcing .............................. 341What to Outsource ......................................................... 342What to Keep.................................................................. 343Integration ...................................................................... 344Transitioning Clients ....................................................... 34510

The Best NOC and Service Desk Operations Book Ever!Table of ContentsSection 9: Forms, Tools and Collateral ............................. ..349CERTIFIED NETWORK CHECKLIST ................................................ 349CLIENT INFORMATION ON-BOARDING FORM ............................... 352MANAGED SERVICES AGREEMENT EXAMPLE ................................ 362SAMPLE MANAGED SERVICES WELCOME LETTER .......................... 383INCIDENT MANAGEMENT AND RESOLUTION PROCESS EXAMPLE ....... 386EMPLOYMENT AD FOR A SERVICE DESK ENGINEER ......................... 390EMPLOYMENT AD FOR A NOC ENGINEER .................................... 395EMPLOYMENT AD FOR A SERVICE DISPATCHER .............................. 400EMPLOYMENT AD FOR A SERVICE MANAGER ................................ 405HR HIRING CHECKLIST FOR A NEW TECHNICAL PERSON .................. 410HR INTERVIEW QUESTIONS FOR A NEW TECHNICAL PERSON ........... 41211

The Best NOC and Service Desk Operations Book Ever!Table of Contents12

The Best NOC and Service Desk Operations Book Ever!What Can You Expect From This Book?What Can You Expect From This Book?Among the topics we will explore in this publication are bestpractices for building, maintaining and maximizing theefficiencies and effectiveness of your NOC and Service Deskoperations. This means that our discussion will include thepeople, processes and systems required to operate a best-inclassNOC and Service Desk.This book is broken down into logical sections to support thecreation of your NOC and Service Desk, beginning withconsiderations for infrastructure design, hardware, servicesand the tools and technology to power your deliverables;which is the next area we will explore, along with yoursupported hardware, applications, services and vendors.We will discuss your service agreements and SLAs, along withyour NOC and Service Desk’s tiering structures, incident andproblem management procedures and escalation processes tomaintain these SLA’s.We will also dive deeply into people – including your staff;your clients and their staff, and your and your clients’ vendors.For the section on your staff, we will discuss effective hiring,13

The Best NOC and Service Desk Operations Book Ever!What Can You Expect From This Book?training, compensating, incenting and managing your talent toreward performance that improves your bottom line.Elsewhere, we will explore how best to interact andcommunicate with your clients and their vendors, and set andmanage your clients’ expectations, as well as how to get themost out of your own vendor relationships.We will also explore basic client requirements necessary foryou to support them, and their environments’ minimumstandards for service, as well as essential pre- and post-salesactivities required for successful on-boarding, provisioning ,service go-live and ongoing support and maintenance.Next, we will concentrate on identifying the key performancemetrics and indicators that will be used to baseline yourexisting NOC and Service Desk’s performance and profitability.These same KPIs will be used to measure improvement inspecific areas over time as you implement the methodologiescontained in this resource.Finally we will explore the topic of outsourcing some or all ofyour NOC and Service Desk operations to third-partyresources, and what you should consider when determiningyour strategy in this area. If and when you decide toimplement an outsourcing strategy, our discussion will coverintegration strategies with your existing processes, how to14

The Best NOC and Service Desk Operations Book Ever!What Can You Expect From This Book?effectively transition your clients and successfully manage allof your outsourced relationships in order to maintain andincrease client satisfaction over time, and scale your servicesmore broadly with less internal staff.15

The Best NOC and Service Desk Operations Book Ever!The Difference Between a NOC and a Service DeskThe Difference Between a NOC and a ServiceDeskThe role of a NOC and Service Desk is to manage and maintainavailability of services for their end users or clients and tofacilitate the restoration of normal service operation whileminimizing impact to these end users or clients within anagreed-upon SLA. In this capacity the NOC and Service Deskmay provide the following services to the end user or clientaccording to their SLA:Incident ManagementProblem ManagementConfiguration ManagementChange ManagementRisk ManagementRelease ManagementService Level ManagementAvailability ManagementCapacity ManagementIT Service Continuity ManagementSecurity ManagementCommunication Management16

The Best NOC and Service Desk Operations Book Ever!The Difference Between a NOC and a Service DeskSecurityMgmtIncidentMgmtProblemMgmtSvcContinuityMgtConfigMgmtCapacityMgmtNOC/ServiceDeskChangeMgmtAvailMgmtRisk MgmtSvc LevelMgmtReleaseMgmtFigure 1 – NOC and Service Desk RolesThe day-to-day duties of the NOC and Service Desk include:Receiving all incident notifications and service requestsRecording all incidents and service requests17

The Best NOC and Service Desk Operations Book Ever!The Difference Between a NOC and a Service DeskClassifying all incidents and service requestsPrioritizing all incidents and service requestsTroubleshooting all incidents and service requestsEscalating all incidents and service requests asnecessary to maintain SLAsMaintaining consistent communication with all partiesaffected by the incident or service requestPerforming all scheduled maintenance activitiesAlthough many of the roles, processes, procedures, activitiesand responsibilities of a NOC and a Service Desk and theirrespective personnel are more alike than they are dissimilar,there is one important differentiator between these twobusiness units: their focus.In its most literal form, a NOC’s duties and responsibilities areoriented towards proactively managing and maintainingefficient operating states of hardware devices, softwareoperating systems and applications and insuring the continuityof services; and responding to incidents and problems thatimpact these. This definition most naturally lends itself toconducting activities such as remote monitoring and patchand change management for devices, software and services,and which do not normally require direct interaction with endusers.In contrast, a Service Desk’s and its staff’s duties andresponsibilities are focused on managing end user incidents18

The Best NOC and Service Desk Operations Book Ever!The Difference Between a NOC and a Service Deskand problems. In fact, the Service Desk is the single point ofcontact (SPOC) for all end user issues, which are identified,documented, prioritized and assigned to internal resources fortroubleshooting and resolution prior to the performance ofquality assurance activities and final closure.However; this does not imply that these two business units donot interact with each other, or that the NOC nevercommunicates with an end user. Exceptions do exist here, asin any situation, and issues can be escalated freely betweenthese units during maintenance and incident and problemmanagement activity.In addition, depending upon specific factors, there does notneed to be an official “NOC” or “Service Desk” at all – as longas the service provider’s staff delivers these functions byfollowing best practices processes and procedures to maintaintheir SLAs and satisfaction with their clients, this may beperfectly acceptable.Let’s explore this thought further…if we may not need anofficial “NOC”, or “Service Desk”, would we need dedicatedNOC and Service Desk staff? In some cases, and specifically forsmaller service providers – we may not. Again – as long asthere exist resources to perform or manage these functions,these hats may be interchangeable.19

The Best NOC and Service Desk Operations Book Ever!The Difference Between a NOC and a Service DeskIt is completely feasible and realistic to have resourcesperform both NOC and Service Desk functions during thenormal course of service delivery. The challenge over timewith this becomes the efficient and effective scaling ofcapacity as the service provider’s client base grows. There willcome a tipping point where it makes sense for the serviceprovider to dedicate specific resources to particular jobfunctions, or outsource some of these functions in order toscale, increase efficiencies and maintain client satisfaction.It is also a common practice among smaller serviceorganizations for individual resources to conduct all incidentand problem management activities through several levels ofescalation. What this means is that a resource may continueto work a specific issue as it makes its way from Tier 1 throughTier 2 escalations and beyond, based upon the client’s SLA andthe NOC’s or Service Desk’s corresponding tiering andescalation procedures. Again, there may come a tipping pointin the evolution of the service provider’s business where itmakes sense to dedicate specific resources to individual tiers,but this may be a long time coming, since industry statisticsreflect that ninety percent of all end user service requests areclosed in Tier 1, with an additional seven percent in Tier 2 andthe balance in Tier 3.This means that dedicating specific resources to tiers beyondTier 1 must be justified by the sheer number of Tier 2 and Tier20

The Best NOC and Service Desk Operations Book Ever!The Difference Between a NOC and a Service Desk3 requests being received by the Service Desk, and explainswhy the dedication of specific resources to each of these tiersis more readily found in enterprise-level corporate servicedesks, or industry manufacturer, vendor and distributorsupport offerings.21

The Best NOC and Service Desk Operations Book Ever!Section 1: Infrastructure DesignSection 1: Infrastructure DesignThe outsourced service provider or internal service manager inthe enterprise will need to insure that their infrastructuremeets the minimum requirements necessary to delivereffective and efficient NOC and Service Desk services withintheir SLAs. While some deliverables will have their own uniqueinfrastructure requirements, in most cases, all services willgenerally share common requirements at both the provider’sand clients’ or end users’ locations.This section will explore these minimum requirements in areasof environmental, systems, communication and connectivityrequirements.22

The Best NOC and Service Desk Operations Book Ever!Service Location Requirements - ProviderService Location Requirements - ProviderAt the Provider’s LocationWhether the location for delivering NOC and Service Deskservices is a remote outsourced service provider’s location,geographically displaced corporate branch office or the thirdfloor in your corporate building, the basic infrastructurerequirements needed to deliver these services effectively areidentical, and will normally include the following:Environmental requirementso NOC/Service Desko Data CenterSystem requirementso Hardwareo Operating systems and softwareo ServicesCommunication requirementso Protocolso SecurityConnectivity requirementso Broadbando Remote accessBusiness Continuityo Backup/DR Plano Service Availability23

The Best NOC and Service Desk Operations Book Ever!Service Location Requirements - ProviderEnvironmentalSystemCommunicationsConnectivityBusinessContinuity• NOC/Service Desk• Data Center• Hardware• OS/Software• Services• Protocols• Security• Broadband• Remote Access• Backup/DR Plan• SVC AvailabilityFigure 2 – Service Delivery Requirements at the Provider’s LocationEnvironmental RequirementsNOC/Service DeskThe outsourced service provider or internal service manager willnormally conduct NOC and Service Desk operations from acentralized location staffed with support personnel. The capacityplanning, design, implementation and staffing of this facility forthe effective delivery of these services require carefulconsideration for not only its current service deliveryrequirements, but future growth. Therefore, the business-criticalfunctions and requirements of the facility necessitate thefollowing:Physical securityAdequate physical space planning, allowing for futuregrowth24

The Best NOC and Service Desk Operations Book Ever!Service Location Requirements - ProviderScalable, highly available redundant networkinfrastructureContinuous, redundant fail-over powerHighly available, redundant voice and broadbandcarrier servicesClimate controlBackup, disaster recovery and business continuity plan25

The Best NOC and Service Desk Operations Book Ever!Service Location Requirements - ProviderPhysical SecurityAdequate Physical SpaceHighly Available NetworkRedundant PowerRedundant Voice/BroadbandClimate ControlBackup/DR/Business ContinuityFigure 3 – Infrastructure requirements at the provider’s locationNOC and Service Desk System Requirements26

The Best NOC and Service Desk Operations Book Ever!Service Location Requirements - ProviderSystem requirements for NOC and Service Desk servicedelivery are defined as those minimum hardware, services,operating system and software applications, andconfigurations and patch and update levels necessary forproper system, services and application operation andefficient service delivery. Depending upon the specificdeliverable and its associated SLA, these requirements mayvary widely between outsourced service providers andinternal service managers.NOC and Service Desk Hardware RequirementsNOC and Service Desk hardware devices and components willneed to meet certain minimum requirements to support theirroles throughout the NOC and Service Desk service deliverylifecycle. Hardware housed at the outsourced service provider’sor the internal service manager’s NOC and Service Desk mustmeet certain physical requirements to fulfill its role in the servicedelivery process, and these may consist of the following:A specific CPU type and speedA minimum amount of physical RAMA specific amount of free HDD spaceA specific BIOS type and levelSpecific physical connectivity typesSpecific local and remote connectivity methodsSupported protocols and portsSecurity methods27

The Best NOC and Service Desk Operations Book Ever!Service Location Requirements - ProviderSpecific configurationSpecific WAN/LAN/DMZ LocationInteroperability with other local or remote devicesHardware redundancyCPU RAM HDDBIOSPhysicalConnectivityConnectivityMethodProtocols andPortsSecurityConfigurationLocation Interoperability RedundancyFigure 4 – Hardware requirements at the provider’s locationNOC and Service Desk Operating Systems and SoftwareRequirements28

The Best NOC and Service Desk Operations Book Ever!Service Location Requirements - ProviderJust as there are minimum requirements for hardware housedat the outsourced service provider’s or internal servicemanager’s NOC and Service Desk to properly support its roleduring NOC and Service Desk service delivery, the same is truefor operating systems and software, which must also meetcertain requirements to fulfill its role in the service deliveryprocess, and these may consist of the following:A specific operating system type, version and patchlevelA specific software application type, version and patchlevelSpecific configurationLocal and remote connectivity methodsSupported protocols and portsSecurity methodsInteroperability and ability to communicate with otherlocal or remote systems, services, functions, databasesand applicationsService availability and redundancyData backup, restoration and business continuity roleand requirement29

The Best NOC and Service Desk Operations Book Ever!Service Location Requirements - ProviderOS Type Application Type ConfigurationConnectivityMethodProtocols andPortsSecurityInteroperability Availability Backup/RestoreFigure 5 – Operating system and software requirements at the provider’slocationCommunication RequirementsCommunication requirements for NOC and Service Deskservice delivery are defined as those data and voice network,bandwidth and protocol requirements necessary to receiveand aggregate performance data and alerts from managedlocations; as well as deliver remote management andmaintenance to endpoints at these locations. This remotemanagement and maintenance can occur securely over widearea data networks, while communications and updates by30

The Best NOC and Service Desk Operations Book Ever!Service Location Requirements - Providerand between the outsourced service provider’s or internalservice manager’s NOC and Service Desk and the end user orclient can be delivered over these same data or voicenetworks. Robust remote monitoring and management,trouble ticketing and phone systems are required to provideminimum required communications capabilities in order todeliver NOC and Service Desk services efficiently.Utilizing unified communications and next-generation callcenter solutions providing the ability to record all interactionswith end users or clients, vendors and 3 rd party supportpersonnel allow valuable call accounting, monitoring andcustomer service benefits to the NOC and Service Desk.ProtocolsProtocols utilized by the outsourced service provider’s or theinternal service manager’s NOC’s remote monitoring andmanagement solutions to collect performance data and alertsfor events, services and applications include:Windows Management Instrumentation (WMI)Simple Network Management Protocol (SNMP)SyslogNetwork Basic Input/Output System (NetBIOS)Internet Control Message Protocol (ICMP)Extensible Markup Language (XML)31

The Best NOC and Service Desk Operations Book Ever!Service Location Requirements - ProviderSecurity RequirementsTransmission of the aggregated performance data and alertsgenerated within disparate end user or client networks fromremote monitoring and management solutions to theoutsourced service provider’s or the internal servicemanager’s NOC and/or Datacenter is normally accomplishedthrough secure protocols, and may include:Virtual Private Networks (VPNs)Secure Sockets Layer (SSL)Transport Layer Security (TLS)Hypertext Transfer Protocol over Secure Socket Layer(HTTPS)Secure File Transfer Protocol (SFTP)Connectivity RequirementsIn this context, connectivity requirements for NOC and ServiceDesk service delivery are defined as those services, devicesand processes that allow the transfer of performance data andalerts from the remote monitoring and management solutionat the end user’s or client’s location to the outsourced serviceprovider’s or the internal service manager’s NOC and/orDatacenter, and provide remote access, control and desktop32

The Best NOC and Service Desk Operations Book Ever!Service Location Requirements - Providersharing capabilities to the outsourced service provider or theinternal service manager and include network connections,equipment and services such as:BridgesRoutersSwitchesGatewaysFirewallsBroadband servicesSecure network protocolsBroadband RequirementsIn order for successful delivery of NOC and Service Deskservices, fast, reliable broadband carrier service at both theend users or client’s location and the outsourced serviceprovider’s or the internal service manager’s NOC and ServiceDesk are required to support both remote monitoring andmanagement services from disparate end user or clientnetworks, as well as to provide effective remote accesscapabilities for efficient maintenance services.Remote Access and Control RequirementsThe capability to remotely access endpoints in end user orclient networks to share desktops and deliver NOC and ServiceDesk services is the cornerstone of a successful remotemanagement and maintenance deliverable. By delivering33

The Best NOC and Service Desk Operations Book Ever!Service Location Requirements - Providerservices remotely, the outsourced service provider or internalservice manager increases response and resolution times andis able to support more clients. Remote access to clientnetworks can be facilitated via many remote monitoring andmanagement tools and numerous 3 rd -party software solutionsas well as through:Virtual Private Networks (VPNs)Hypertext Transfer Protocol over Secure Socket Layer(HTTPS)Secure File Transfer Protocol (SFTP)Secure Telnet /Secure Shell (SSH)Microsoft Windows Terminal ServicesMicrosoft Windows Remote Desktop Protocol (RDP)3 rd -party remote control solutionsDisaster Preparedness and Business Continuity RequirementsIn order to insure the high availability of Service Desk and NOCoperations, the outsourced service provider or the internalservice manager must develop and implement strategies toinsure business continuity in the event of service interruptionor disaster. This Business Continuity Plan must assume a worstcase scenario of total inaccessibility to the Service Desk orNOC and initially provide all of the recovery steps necessary tosupport the Service Desk and NOC’s critical business functions.34

The Best NOC and Service Desk Operations Book Ever!Service Location Requirements - ProviderBased upon the severity and extent of the service interruptionor disaster, the plan must also provide for the timelyrestoration of other less critical business functions over time.The plan must account for people, communications,hardware, operating systems and line of business applications,data, services, facilities to operate from and security.In order to create the Business Continuity Plan, theoutsourced service provider or internal service manager mustdetermine the following:1. Scopea. Areas to be covered by the Business ContinuityPlan2. Objectivesa. What results are expected, and courses ofaction the Business Continuity team will follow3. Assumptionsa. What is taken for granted and assumed to betrueDuring the Business Continuity Plan requirements phase, theoutsourced service provider or internal service manager mustconduct a Business Impact Analysis to identify those businessdepartments, functions, processes and systems that are mostvulnerable to threat and are the most time-sensitive functionsof the NOC and Service Desk.35

The Best NOC and Service Desk Operations Book Ever!Service Location Requirements - ProviderThe results of this analysis will help the outsourced serviceprovider or internal service manager properly prioritize andschedule the recovery of interrupted NOC and Service Desksystems, communications, data, processes and functions.Once this has been determined, a Recovery Coordinator andRecovery Team Leaders can be appointed, who will manageoverall and specific operational unit Business Continuity Planactivities during an interruption or disaster. The next step inBusiness Continuity Plan development is to document theworkflows for each business unit in addition to the NOC andService Desk affected by the disruption such as IT, HR, sales,etc., to utilize as a roadmap in their re-creation whennecessary. These units, along with their recovery/restorationprocesses will differ depending upon whether the disruption isexperienced by the outsourced service provider or internalservice manager.All systems and applications must be identified anddocumented in the Business Continuity Plan as well as vitalrecords and the absolute minimum requirements for NOC andService Desk Operation to continue.Next the outsourced service provider or internal servicemanager must identify if alternate means of operationcurrently exist, perhaps through hosted solutions in the cloudthat can be accessed from other locations, for instance.Primary and secondary application support personnel contactsand vendors need to be identified next. Finally, how business36

The Best NOC and Service Desk Operations Book Ever!Service Location Requirements - Providerunits will function during recovery and the resourcesnecessary for recovery will need to be documented byprioritized time frame.The goal of the Business Continuity Plan is to allow theoutsourced service provider or internal service manager theability to quickly restore NOC and Service Desk functionality inthe event of disruption, and is a necessary requirement inorder to maintain agreed-upon SLAs for end users and clients.This section barely skims the surface of this complex topic.37

The Best NOC and Service Desk Operations Book Ever!Service Location Requirements – DatacenterService Location Requirements - DatacenterAt the Provider’s DatacenterBecause data centers are designed as highly secure, disasterhardenedfacilities with backup and redundant power, datacommunications and environmental controls, they are judgedto be the best solution to insure business continuity forequipment housed and services hosted there. The Datacenteris the facility used by the outsourced service provider or theinternal service manager to house data and voice hardwaresuch as servers, routers, switches, firewalls, gateways andcommunications equipment, as well as operating systems andsoftware applications critical to maintaining highly-availableservices and effective service delivery processes to end usersor clients. Due to the high costs associated with building andoperating a Datacenter, many service providers and enterpriseservice managers lease space in existing 3 rd -party Datacentersto avail themselves of these facilities and their services at asignificantly reduced initial cost. Requirements of a Datacenterinclude:Physical securityScalable, redundant network infrastructureRedundant environmental controlsContinuous, redundant distributed powerFire detection and prevention systemsRedundant voice and broadband carrier services38

The Best NOC and Service Desk Operations Book Ever!Service Location Requirements - DatacenterBackup, disaster recovery and business continuity planPhysical SecurityRedundant NetworkRedundant Environmental ControlsRedundant PowerFire Prevention/SuppressionRedundant Voice/BroadbandBackup/DR/Business ContinuityFigure 6 – Infrastructure requirements at the DatacenterDatacenter System Requirements39

The Best NOC and Service Desk Operations Book Ever!Service Location Requirements - DatacenterDatacenter system requirements for NOC and Service Deskservice delivery are defined as those minimum hardware,services, operating system and software applications, andconfigurations and patch and update levels necessary forproper hosted system, services and application operation andefficient hosted service delivery. Depending upon the specificdeliverable and its associated SLA, these requirements mayvary widely between outsourced service providers andinternal service managers.Datacenter Hardware RequirementsDatacenter hardware devices and components will need tomeet certain minimum requirements to support their rolesthroughout the NOC and Service Desk service deliverylifecycle. Highly available hardware housed at the outsourcedservice provider’s or the internal service manager’sDatacenter must meet certain physical requirementsincluding:A specific CPU type and speedA minimum amount of physical RAMA specific amount of free HDD spaceA specific BIOS type and levelSpecific physical connectivity typesSpecific local and remote connectivity methodsSupported protocols and portsSecurity methods40

The Best NOC and Service Desk Operations Book Ever!Service Location Requirements - DatacenterSpecific configurationSpecific WAN/LAN/DMZ LocationInteroperability with other local or remote devicesHardware redundancyCPU RAM HDDBIOSPhysicalConnectivityConnectivityMethodProtocols andPortsSecurityConfigurationLocation Interoperability RedundancyFigure 7 – Hardware requirements at the DatacenterDatacenter Operating Systems and Software Requirements41

The Best NOC and Service Desk Operations Book Ever!Service Location Requirements - DatacenterJust as there are minimum requirements for hardware housedat the outsourced service provider’s or internal servicemanager’s Datacenter to properly support its role during NOCand Service Desk service delivery, the same is true foroperating systems and software, any of which may be hostedat the Datacenter, whose specific requirements may consist ofthe following:A specific operating system type, version and patchlevelA specific software application type, version and patchlevelSpecific configurationLocal and remote connectivity methodsSupported protocols and portsSecurity methodsInteroperability and ability to communicate with otherlocal or remote systems, services, functions, databasesand applicationsService availability and redundancyData backup, restoration and business continuity roleand requirement42

The Best NOC and Service Desk Operations Book Ever!Service Location Requirements - DatacenterOS TypeApplicationTypeConfigurationConnectivityMethodProtocols andPortsSecurityInteroperability Availability Backup/RestoreFigure 8 – Operating system and software requirements at theDatacenterDatacenter Communication RequirementsIn this scenario, communication requirements for anoutsourced service provider or internal service manager’sDatacenter to support NOC and Service Desk service deliveryare defined as those network, bandwidth and protocolrequirements necessary to support the receipt, transmittaland aggregation of performance data and alerts from andbetween managed locations, the Datacenter and the NOC andService Desk; as well as to support delivery of remote43

The Best NOC and Service Desk Operations Book Ever!Service Location Requirements - Datacentermanagement and maintenance to Datacenter and end userand client endpoints.Datacenter Security RequirementsTransmission of data between the outsourced serviceprovider’s or internal service manager’s Datacenter, NOC andService Desk is normally accomplished through secureprotocols, and may include:Virtual Private Networks (VPNs)Secure Sockets Layer (SSL)Transport Layer Security (TLS)Hypertext Transfer Protocol over Secure Socket Layer(HTTPS)Secure File Transfer Protocol (SFTP)In addition, hardened physical security measures governingentrance to and egress from the Datacenter and access to theoutsourced service provider’s or internal service manager’sequipment and their and their end user’s or client’s data mustbe implemented, monitored and managed.Datacenter Connectivity RequirementsIn this context, Datacenter connectivity requirements for NOCand Service Desk service delivery are defined as thoseservices, devices and processes that allow connectivity andcommunications from the Datacenter to managed end user orclient locations and the outsourced service provider’s or the44

The Best NOC and Service Desk Operations Book Ever!Service Location Requirements - Datacenterinternal service manager’s NOC and Service Desk, and provideremote access, management and control of the hosteddevices, operating systems, software applications and servicesto the outsourced service provider or the internal servicemanager and include redundant network connectivity,equipment and services such as:BridgesRoutersSwitchesGatewaysFirewallsBroadband servicesSecure network protocols45

The Best NOC and Service Desk Operations Book Ever!Service Location Requirements – Outsourced 3 rd Party ProviderService Location Requirements – Outsourced 3rdParty Provider’s LocationAt the Outsourced 3rd Party ProviderMore and more 3 rd party back-office NOC and Service Deskproviders are entering the market with offerings that eitherimprove the outsourced service provider’s or internal servicemanager’s existing NOC and Service Desk operations, supplantportions of their deliverables or replace them completely.These outsourcers provide private-labeled NOC and ServiceDesk services to IT service providers as well as corporate ITdepartments and assume the roles of these departments on acontract basis; delivering services as the IT service provider orcorporate IT department so well that end users or clients maynot be aware of the outsourced relationship between theparties.Should the outsourced service provider or internal servicemanager choose to engage with one or more of theseoutsourced 3 rd party providers, they would be wise tounderstand these outsourcers’ existing infrastructure designsin areas including environmental, systems, communicationsand connectivity in order to evaluate their suitability inmaintaining the outsourced service provider’s or internalservice manager’s downstream SLAs to their end users orclients.46

The Best NOC and Service Desk Operations Book Ever!Service Location Requirements – Outsourced 3 rd Party ProviderThese infrastructure requirements should closely align withthose maintained by the outsourced service provider orinternal service manager in areas of redundancy, availability,communications, connectivity and business continuity:Environmental requirementso NOC/Service Desko Data CenterSystem requirementso Hardwareo Operating systems and softwareo ServicesCommunication requirementso Protocolso SecurityConnectivity requirementso Broadbando Remote accessBusiness Continuityo Backup/DR Plano SVC Availability47

The Best NOC and Service Desk Operations Book Ever!Service Location Requirements – Outsourced 3 rd Party ProviderEnvironmentalSystemCommunicationsConnectivityBusinessContinuity• NOC/Service Desk• Data Center• Hardware• OS/Software• Services• Protocols• Security• Broadband• Remote Access• Backup/DR Plan• SVC AvailabilityFigure 9 – Service Delivery Requirements at the Outsourced 3 rd -Party Provider’sLocationAdditional requirements to consider when engaging with a 3 rdparty outsourced NOC or Service Desk are discussed in Section8 – Outsourcing NOC and Service Desk Components.48

The Best NOC and Service Desk Operations Book Ever!Service Location Requirements – End User/ClientService Location Requirements – End User/ClientAt the End User’s or Client’s LocationInfrastructure requirements needed at the end user’s orclient’s location for successful NOC and Service Desk servicedelivery will normally include the following:Environmental requirementso Customer locationSystem requirementso Hardwareo Operating systems and softwareo ServicesCommunication requirementso Protocolso SecurityConnectivity requirementso Broadbando Remote accessEnvironmentalSystemCommunicationsConnectivity•End User or ClientLocation•Hardware•OS/Software•Services•Protocols•Security•Broadband•Remote AccessFigure 10 – Service Delivery Requirements at the End Client’s Location49

The Best NOC and Service Desk Operations Book Ever!Service Location Requirements – End User/ClientEnvironmental RequirementsClient LocationThe outsourced service provider or internal service managerwill normally install remote monitoring and managementagents on individual, dedicated or shared hardware at the enduser’s or client’s location as required by their chosen RMM(remote monitoring and management) solution. Therefore,the business-critical functions of these solutions necessitatethe following environmental requirements at these locations:Physical security of the dedicated or shared hosthardwareContinuous, redundant powerHighly available voice and broadband carrier servicesSecure redundant means of remote as well as physicalaccessClimate controlBackup, Disaster Recovery and Business ContinuityPlan for outsourced provider’s or internal servicemanager’s remote monitoring and managementhardware50

The Best NOC and Service Desk Operations Book Ever!Service Location Requirements – End User/ClientPhysical SecurityRedundant PowerRedundant Voice/BroadbandRemote AccessibilityClimate ControlBackup/DR/Business ContinuityFigure 11 – Environmental Requirements at End User or Client LocationSystem Requirements51

The Best NOC and Service Desk Operations Book Ever!Service Location Requirements – End User/ClientSystem requirements for NOC and Service Desk servicedelivery are defined as those minimum hardware, services,operating system and software applications, configurationsand patch and update levels necessary for proper system andapplication operation to allow the effective delivery ofservices. Depending upon the specific deliverable and itsassociated SLA, these requirements may vary widely betweenoutsourced service providers and internal service managers.Hardware RequirementsHardware devices and components at the end user’s orclient’s location will need to meet certain minimumrequirements as dictated by the outsourced service provideror internal service manager’s RMM solution. Based upon itsspecific function and application in the service deliveryprocess, physical requirements of the hardware may includethe following:A specific CPU type and speedA minimum amount of physical RAMA specific amount of free HDD spaceA specific BIOS type and levelSpecific physical connectivity typesSpecific local and remote connectivity methodsSupported protocols and portsPhysical securitySpecific configuration52

The Best NOC and Service Desk Operations Book Ever!Service Location Requirements – End User/ClientSpecific WAN/LAN/DMZ LocationInteroperability with other local or remote devicesHardware redundancyCPU RAM HDDBIOSPhysicalConnectivityConnectivityMethodProtocols andPortsSecurityConfigurationLocation Interoperability RedundancyFigure 12 – Hardware Requirements at End User or Client LocationOperating Systems and Software RequirementsJust as there are minimum requirements for hardware toproperly support its role during NOC and Service Desk servicedelivery, operating systems and software running onhardware at the end user’s or client’s location must also meet53

The Best NOC and Service Desk Operations Book Ever!Service Location Requirements – End User/Clientspecific criteria, and these requirements may consist of thefollowing:A specific operating system type, version and patchlevelA specific Software application type, version and patchlevelSpecific configurationLocal and remote connectivity methodsSupported protocols and portsSecurity methodsInteroperability and ability to communicate with otherlocal or remote systems, services, functions, databasesand applicationsService availability and redundancyData backup, restore and business continuity process54

The Best NOC and Service Desk Operations Book Ever!Service Location Requirements – End User/ClientOS TypeApplicationTypeConfigurationConnectivityMethodProtocols andPortsSecurityInteroperability Availability Backup/RestoreFigure 13 – Operating System and Software Requirements at End User orClient LocationCommunication RequirementsCommunication requirements for NOC and Service Deskservice delivery are defined as those network and protocolrequirements necessary to receive and aggregateperformance data and alerts from end user and clientlocations, as well as to allow delivery of remote managementand maintenance to endpoints at these locations. This remotemanagement and maintenance can occur securely over widearea data networks, while communications and updates fromthe outsourced service provider or internal service manager to55

The Best NOC and Service Desk Operations Book Ever!Service Location Requirements – End User/Clientthe end user or client can be delivered over either data orvoice networks.ProtocolsProtocols utilized by remote monitoring and managementsolutions to collect performance data and alerts for events,services and applications include:Windows Management Instrumentation (WMI)Simple Network Management Protocol (SNMP)SyslogNetwork Basic Input/Output System (NetBIOS)Internet Control Message Protocol (ICMP)Extensible Markup Language (XML)Security RequirementsTransmission of the aggregated performance data and alertsgenerated within disparate end user or client networks fromremote monitoring and management solutions to theoutsourced service provider’s or the internal servicemanager’s NOC and/or Datacenter is normally accomplishedthrough secure protocols, and may include:Virtual Private Networks (VPNs)Secure Sockets Layer (SSL)Transport Layer Security (TLS)Hypertext Transfer Protocol over Secure Socket Layer(HTTPS)56

The Best NOC and Service Desk Operations Book Ever!Service Location Requirements – End User/ClientSecure File Transfer Protocol (SFTP)Connectivity RequirementsIn this context, connectivity requirements for NOC and ServiceDesk service delivery are defined as those services, devicesand processes that allow the transfer of performance data andalerts from the remote monitoring and management solutionat the end user’s or client’s location to the outsourced serviceprovider’s or the internal service manager’s NOC and/orDatacenter, and provide remote access, control and desktopsharing capabilities to the outsourced service provider or theinternal service manager and include network connections,equipment and services such as:BridgesRoutersSwitchesGatewaysFirewallsBroadband servicesSecure network protocolsBroadband RequirementsIn order for successful delivery of NOC and Service Deskservices, fast, reliable broadband carrier service at the endusers or client’s location is required to support both remotemonitoring and management services from disparate end user57

The Best NOC and Service Desk Operations Book Ever!Service Location Requirements – End User/Clientor client networks, as well as to provide effective remoteaccess capabilities for efficient maintenance services by theoutsourced service provider or internal service manager.Remote Access and Control RequirementsThe capability to remotely access endpoints in end user orclient networks to share desktops and deliver NOC and ServiceDesk services is the cornerstone of a successful remotemanagement and maintenance deliverable. By deliveringservices remotely, the outsourced service provider or internalservice manager increases response and resolution times andis able to support more clients. Remote access to clientnetworks can be facilitated via many remote monitoring andmanagement tools and numerous 3 rd -party software solutionsas well as through:Virtual Private Networks (VPNs)Hypertext Transfer Protocol over Secure Socket Layer(HTTPS)Secure File Transfer Protocol (SFTP)Secure Telnet /Secure Shell (SSH)Microsoft Windows Terminal ServicesMicrosoft Windows Remote Desktop Protocol (RDP)Backup, Disaster Preparedness and Business ContinuityRequirements58

The Best NOC and Service Desk Operations Book Ever!Service Location Requirements – End User/ClientIn order to insure the high availability of Service Desk and NOCoperations, the outsourced service provider or the internalservice manager must develop and implement strategies toinsure the rapid restoration of dedicated remote monitoringand management hardware in the event of failure.Basic requirements include having a backup of the remotemonitoring and management device hardware’s configurationand a replacement on hand, as well as the ability to replacethe physical device to maintain established SLAs.59

The Best NOC and Service Desk Operations Book Ever!Section 2: NOC and Service Desk Tools and TechnologySection 2: NOC and Service Desk Tools andTechnologyFor purposes of our discussion, we will focus on four key toolsfor outsourced service providers and internal servicemanagers to consider in powering their NOC and ServiceDesks:A remote monitoring and management (RMM)solutionA trouble-ticketing or Professional ServicesAutomation (PSA) SolutionA remote access or control solutionA Voice communications solutionChoosing and implementing the appropriate tools will help theoutsourced service provider or internal service managerreduce costs through standardization and increasedefficiencies and improve end user or client satisfaction bydelivering proactive maintenance and consistent, auditableservice delivery. The right tools will help realize theseoutcomes for the following reasons:60

The Best NOC and Service Desk Operations Book Ever!Section 2: NOC and Service Desk Tools and TechnologyIn order to maximize net profits, outsourced serviceproviders and internal service managers must developand implement effective policies and procedures toimprove their efficiencies in service delivery, and lookto these tools as a starting point, leveraging their builtintemplates, workflows and functionalityIn order to standardize and document incident andproblem management and resolution, outsourcedservice providers and internal service managers usetheir tools’ Service Desk functionality to improve anddocument their service delivery activity to end usersand clientsIn order to show value to the end user or client,outsourced service providers and internal servicemanagers rely on their tools’ abilities to generatemeaningful reports which can be utilized not only forservice validation but; for the outsourced serviceprovider, also to identify revenue-generatingopportunities, such as when a device or service’smonitored threshold is consistently exceeded,signaling an upgrade or up-sell opportunityIn order to be alerted as quickly as possible topotential problems in end user or client environments,outsourced service providers and internal servicemanagers establish proactive alerting and escalation ofalerts in order to maximize their response time,61

The Best NOC and Service Desk Operations Book Ever!Section 2: NOC and Service Desk Tools and Technologyproviding them the ability to respond proactively toprevent or minimize service interruptionIn order to speed response and resolution times,outsourced service providers and internal servicemanagers leverage these tools to remotely access andcontrol end user or client devices, desktops andlaptopsIn order to improve staff utilization, outsourced serviceproviders and internal service managers schedule andautomate the delivery of common maintenanceactivities such as operating system, applicationsoftware, antivirus and antispyware patching andupdating through the use of these tools, freeing theirstaff to work on higher priority or greater revenuegeneratingactivitiesBy administering maintenance and end user supportservices remotely, outsourced service providers andinternal service managers further increase theirefficiencies and staff utilization, and improve end useror client response and resolution time, raising clientsatisfactionBy providing unified messaging, CRM integration,custom call routing, recording and accountingcapabilities, next generation voice communications62

The Best NOC and Service Desk Operations Book Ever!Section 2: NOC and Service Desk Tools and Technologysolutions improve the service delivery experience andincrease satisfaction for end users and clientsFigure 14 – NOC and Service Desk Tool Benefits63

The Best NOC and Service Desk Operations Book Ever!Remote Monitoring and Management ToolsRemote Monitoring and Management ToolsThe Remote Monitoring and Management ToolThe ability for the outsourced service provider or internalservice manager to proactively monitor critical devices andservices is a fundamental necessity for the capability tomaintain and increase service uptime. The most effectivenetwork monitoring solutions allow the outsourced serviceprovider or internal service manager to install a softwareagent on individual, dedicated or shared hardware devicessuch as a server or desktop in a client’s environment andinitially obtain data on network-connected devices such as:Hardware asset, role and inventory informationCollect hardware warranty informationOperating system, application software and licensingand patch level informationDevice IP addressing informationPhysical system information (memory, disk, NIC, etc.)Virtual system management (VMWare, Hyper-V, etc.)Running processesUp/down device statusMobile devicesAfter a predetermined period of time, the remote monitoringand management tool will be able to gather data and reporton items such as the following:64

The Best NOC and Service Desk Operations Book Ever!Remote Monitoring and Management ToolsSyslogsEvent LogsSystem UptimeSNMPServicesWhile all real-time network monitoring tools share somecommonality, others provide more granular, meaningfulreporting and alerting on equipment, such as:Output a topological map of the environmentDetailed inventory to the module levelReal-time and historical CPU, memory and interfacestatisticsReal-time and historical disk drive performance andavailable capacityVM host and guest monitoringLicense key monitoringApplication compliance monitoringVPN monitoringVoIP application monitoringVoice trunk and DSP utilizationThe ability to back up and restore specific deviceconfigurationsSystem warranty monitoring65

The Best NOC and Service Desk Operations Book Ever!Remote Monitoring and Management ToolsEquipment end-of-life and end-of-sale monitoringFigure 15 – Remote Monitoring and Management Tool Benefits66

The Best NOC and Service Desk Operations Book Ever!Remote Monitoring and Management ToolsThe remote monitoring and management tool’s capability toallow the outsourced service provider or internal servicemanager to configure pre-set alert thresholds for criticaldevices and services and run automated scripts to selfremediateproblems prior to escalation is a key to maximizingservice uptime for end users or clients and maintaining SLAs.Commonly monitored devices and services include:ServersIP PhonesRoutersAccess PointsSwitchesPCsFirewallsPrintersVM hosts and guestsIn addition to hardware devices, critical services can also bemonitored, alerted on and escalated. Commonly monitoredservices include:Broadband ServicesAntivirus ServicesEmail ServicesVPNsWeb ServicesBandwidthSQL ServicesVoIP QOSBackup Services67

The Best NOC and Service Desk Operations Book Ever!Remote Monitoring and Management ToolsNot only hardware and services can be monitored, but criticalline-of-business applications are also capable of beingmonitored and alerted on. Remote monitoring andmanagement tools normally utilize the following protocols toperform their function:WMISyslogSNMPMany remote monitoring and management tools integratewith numerous manufacturers’ SNMP ManagementInformation Bases (MIB) for their network hardware,providing the ability to quickly identify devices, operatingsystems and software applications and begin monitoring andmanaging them with ready-made templates containing themanufacturers’ recommended operating thresholds. Thesecan be imported as service templates that can be reconfiguredand deployed across multiple customers. Having the ability todevelop and deploy custom services using an SDK can alsoprovide additional flexibility in the delivery of customizedservices. The outsourced service provider or internal servicemanager can configure the remote monitoring andmanagement tool to trigger alerts when these thresholds are68

The Best NOC and Service Desk Operations Book Ever!Remote Monitoring and Management Toolsreached, as well as modify the alerts to trigger upon reachingcustomized operating thresholds.Another added benefit to many remote monitoring andmanagement tools is their ability to perform scheduled,scripted actions such as delivering patches and updates tooperating systems and software applications and conductingdevice optimization operations such as disk defragmentation,deletion of temporary files and more for servers, desktops andlaptops. For many of these tools, if an activity can be scripted,it can be scheduled to run unattended during off-hours,providing the outsourced service provider or internal servicemanager tremendous labor savings by offloading thesemundane, time-consuming and labor-intensive activities fromtheir costly human resources to their remote monitoring andmanagement tool.In addition, the ability to automatically restart failed servicescan also be configured in many of these remote monitoringand management tools, speeding restoration of criticalservices and minimizing downtime – all without humanintervention. And along with alerts, all activity conducted bythese tools is captured and available for reporting, creating anaudit trail that can be reviewed at any time, further reducingthe need to manually remote in to end user or client69

The Best NOC and Service Desk Operations Book Ever!Remote Monitoring and Management Toolsenvironments to ascertain whether patches were deployedsuccessfully or backup jobs ran without error.What to look for in a Remote Monitoring and ManagementToolThe outsourced service provider or internal service managertoday has the benefit of a wide variety of Remote Monitoringand Management tools to choose from, and several factorswill weigh in their final purchase decision, including:Suitability for their particular service delivery model,needs and supported hardware and servicesCost and ROIImplementation, training and deployment timeThe ability to provide meaningful reportingThe quality of vendor supportThe ability to, and ease of integration with, their troubleticketing or Professional Services Automation solutionThe ability to use the application from mobile devicesThe outsourced service provider or internal service managerwhose service delivery model focuses on supporting Microsoftoperating systems and software and IBM-compatiblehardware benefit from the widest selection of remote70

The Best NOC and Service Desk Operations Book Ever!Remote Monitoring and Management Toolsmonitoring and management tools. Those whose servicedelivery models include support for operating systems such asApple, Linux, Unix and Novell, and other 3 rd -party softwareand hardware will find their choices for remote monitoringand management tools more limited.Many remote monitoring and management tool vendorsinclude hosted, or “pay as you go” pricing models, loweringthe barrier to entry for the outsourced service provider orinternal service manager, as well as other, more traditionalpricing models. Hosted remote monitoring and managementtool solutions also reduce implementation and deploymenttime, as the need for the outsourced service provider orinternal service manager to procure, build and configure hostserver hardware is eliminated.The ability for the remote monitoring and management toolto document alerts, errors and informational data such aswarranty information through a robust reporting engine isnecessary when validating the outsourced service provider’sor internal service manager’s services to end users or clients,and crucial when justifying budget requests for service orequipment upgrades and during capacity planning.As a result of remote monitoring and management toolvendors’ efforts to gain market share, overall vendor support71

The Best NOC and Service Desk Operations Book Ever!Remote Monitoring and Management Toolshas improved, with additional services such as businessprocess transformation to help assist with the packaging ,pricing, marketing and selling of the managed services beingoffered, in addition to product training. Outsourced serviceproviders and internal service managers should make certainto choose a vendor that provides support during their hours ofservice delivery. Depending upon the vendor and outsourcedservice provider’s or internal service manager’s geographiclocations, time zone factors should be considered. Of note isthe fact that some vendors even offer a hybrid model toenable 24x7 coverage acting as a seamless extension to yourorganization for your customers.A critical function that the remote monitoring andmanagement tool must provide is tight integration with theoutsourced service provider’s or internal service manager’strouble ticketing or Professional Services Automation solution.The remote monitoring and management tool must be able tocommunicate alerts to the trouble ticketing or ProfessionalServices Automation solution and open a service request,documenting the alert, and enabling the trouble ticketing orProfessional Services Automation solution to assign theappropriate priority and SLA to the service request, andescalate the incident as appropriate.72

The Best NOC and Service Desk Operations Book Ever!Remote Monitoring and Management ToolsFigure 16 – Remote Monitoring and Management and PSA ToolIntegration Example73

The Best NOC and Service Desk Operations Book Ever!Trouble Ticketing and Professional Services Automation ToolsTrouble Ticketing and Professional ServicesAutomation ToolsThe Trouble Ticketing and Professional Services AutomationToolChoosing and implementing a Service Desk Trouble Ticketingsystem in the outsourced service provider’s or internal servicemanager’s NOC and Service Desk is the next step in improvingefficiencies by enabling the implementation of consistent,measurable workflow processes and reporting capabilitiesacross these business units.On the most fundamental level, basic Service Desk TroubleTicketing systems may include the following capabilities:A service request or trouble ticketing componentA scheduling & dispatching componentA time tracking componentA configuration & change management componentA knowledge base componentA resource management componentA reporting componentFor some outsourced service providers and many internalservice managers these Trouble Ticketing systems’ basiccapabilities may be sufficient to meet their service deliveryneeds. Should the outsourced service provider or internal74

The Best NOC and Service Desk Operations Book Ever!Trouble Ticketing and Professional Services Automation Toolsservice manager require additional capabilities including tightintegration with Remote Monitoring and Management toolsand consolidated reporting between their Remote Monitoringand Management and Service Desk activities, a ProfessionalServices Automation solution might be a better choice.Effective Professional Services Automation solutions provideadded benefits over basic Trouble Ticketing systems, andthese benefits may include:A CRM systemA service request or trouble ticketing componentA project management componentA scheduling & dispatching componentA time tracking componentAn expense tracking componentAn inventory control componentAn asset management componentA configuration & change management componentA service agreement & SLA management componentA knowledge base componentA resource management componentQuoting & invoicing integration with accountingsystemsA sales funnel component75

The Best NOC and Service Desk Operations Book Ever!Trouble Ticketing and Professional Services Automation ToolsA marketing campaign management componentTight two-way integration with N-central through APIsRobust, customizable consolidated reportingCommunity and user group interaction and supportIn addition, a Professional Services Automation solutionimproves efficiencies by implementing consistent workflowprocesses and communication and reporting capabilitiesacross multiple business units which may include:Service DeskNOCProfessional ServicesMarketingSalesPurchasingInventoryAccountingAs a Professional Services Automation solution not onlysupports but extends the capabilities of traditional TroubleTicketing systems, moving forward we will focus on andreference Professional Services Automation solutions as theypertain specifically to our NOC and Service Desk-focuseddiscussions.76

The Best NOC and Service Desk Operations Book Ever!Trouble Ticketing and Professional Services Automation ToolsThe Professional Services Automation solution’s CRMfunctionality allows the outsourced service provider orinternal service manager the ability to automate their NOCand Service Desk’s workflows and record and report on enduser or client-facing processes such as sales, marketing,projects and other services. Applied correctly, this processbasedmechanism helps maintain SLAs, boosts clientsatisfaction, shortens sales cycles, simplifies incident andproject management, facilitates escalation and improvesproblem identification and resolution time.Other NOC and Service Desk functions benefiting from aProfessional Services Automation solution include effectiveresource management through efficient scheduling anddispatching, time tracking and expense management – withkey metrics including utilization and profitability by resource,deliverable and end user or client easily tracked and reportedon.The ability for the Professional Services Automation solutionto manage end user or client assets and configurations furtherincreases the outsourced service provider’s or internal servicemanager’s efficiencies and speeds problem resolution. And,when paired with change management, the outsourcedservice provider or internal service manager can insure that77

The Best NOC and Service Desk Operations Book Ever!Trouble Ticketing and Professional Services Automation Toolsstandardized methods and procedures are followed to handleall changes to an end user’s or client’s infrastructure,minimizing the negative impact of any change-related activity.In order to effectively deliver incident management andresolution services, the outsourced service provider orinternal service manager will leverage the ProfessionalServices Automation solution’s service request, or troubleticketing component, and build their NOC and Service Deskdeliverables around an effective, standards-based incidentmanagement process; incorporating incident identification,prioritization and escalation for timely resolution – allgoverned by strict SLAs.The ability for the outsourced service provider’s or internalservice manager’s Remote Monitoring and Management toolto integrate with the Professional Services Automationsolution’s service request component is critical for maximizingefficiencies and maintaining SLAs, as alerts are passed fromthe Remote Monitoring and Management tool to theProfessional Services Automation solution to automate thecreation, prioritization and escalation of service requests. Asincidents are closed, the Professional Services Automationsolution updates its internal searchable knowledge base witheach resolution, allowing the outsourced service provider’s orinternal service manager’s staff the ability to quickly query78

The Best NOC and Service Desk Operations Book Ever!Trouble Ticketing and Professional Services Automation Toolstheir own internal database during future incidentmanagement activity - a true benefit, especially when dealingwith specific line-of-business applications or unique hardwareand software configurations.Integration with an outsourced service provider’s or internalservice manager’s quoting and accounting solutions furtherextends the value of the Professional Services Automationsolution, reducing redundant data entry, increasingefficiencies and speeding turnaround time for end user orclient quotes and invoices.The outsourced service provider’s or internal servicemanager’s ancillary processes also benefit from theProfessional Services Automation solution’s ability to createcustomized workflows based upon specific solution salesprocesses and cycles, tracking each milestone during the salesprocess and managing the sales funnel as applicable. As withthe service request component, the sales component enforcesa strict sales process, standardizing each step in the sales cycleand providing meaningful data through reporting, whichallows the outsourced service provider or internal servicemanager to forecast potential revenue accurately, or modifysales processes in order to achieve their desired outcome.79

The Best NOC and Service Desk Operations Book Ever!Trouble Ticketing and Professional Services Automation ToolsIn many cases, implementing a Professional ServicesAutomation solution into an outsourced service provider’spractice or internal service manager’s operation and enforcingmanagement of each business unit by the processes andworkflows established will be difficult and challenging;however, in order to transition to not only a proactive servicedelivery model, but also a proactive business operationsmodel, it may be the most efficient and effective answer.80

The Best NOC and Service Desk Operations Book Ever!Trouble Ticketing and Professional Services Automation ToolsFigure 17 – Professional Services Automation Solution BenefitsWhat to look for in a Professional Services AutomationSolution81

The Best NOC and Service Desk Operations Book Ever!Trouble Ticketing and Professional Services Automation ToolsAs in an outsourced service provider’s or internal servicemanager’s decision to purchase a Remote Monitoring andManagement tool, similar factors weigh in the ProfessionalServices Automation solution’s purchase decision:Suitability for the outsourced service provider’s orinternal service manager’s particular service deliverymodelCost and ROIImplementation, training and deployment timeThe ability to provide meaningful reportingThe quality of vendor supportThe ability to, and ease of integration with, theirRemote Monitoring and Management toolLike many Remote Monitoring and Management toolvendors, many Professional Services Automation solutionvendors also offer “pay as you go” pricing models,lowering the barrier to entry for outsourced serviceproviders and internal service managers, as well as other,more traditional pricing models. And as with hostedRemote Monitoring and Management tools, hostedProfessional Services Automation solutions also reduceimplementation and deployment time.82

The Best NOC and Service Desk Operations Book Ever!Remote Access and Control ToolsRemote Access and Control ToolsThe Remote Access and Control ToolAnother necessary tool in delivering effective NOC and ServiceDesk services is the outsourced service provider’s or internalservice manager’s Remote Access and Control solution, orsolutions, as there are two specific scenarios addressed bythese tools:Remotely accessing equipmentRemotely sharing a desktop session with an end useror clientThese scenarios each require a different capability andapproach by the Remote Access and Control solution. In thecase of remotely accessing equipment, the outsourced serviceprovider or internal service manager can use already-existingmethods, such as Secure Telnet or SSH, or VPN with RDC fornewer Microsoft Windows server and desktop operatingsystems. But in situations that require interaction with an enduser or client remotely, the outsourced service provider’s orinternal service manager’s Service Desk will need the ability toshare the user’s desktop, take control of the user’s keyboardand mouse, and interact with them in real-time for effectiveand timely incident identification and resolution.83

The Best NOC and Service Desk Operations Book Ever!Remote Access and Control ToolsIt is appropriate to note that many Remote Monitoring andManagement tools have remote access and controlcapabilities built in for certain devices and operating systems.What to look for in a Remote Access and Control ToolAn outsourced service provider or internal service managertoday has the benefit of a wide variety of Remote Access andControl tools to choose from, and as with any purchasingdecision of this type, factors that will weigh in their finaldecision include:Suitability for their particular service delivery modeland supported hardware, operating systems, softwareapplications and servicesCost and ROIImplementation, training and deployment timeThe availability and quality of vendor supportOutsourced service providers or internal service managerswhose service delivery models focus on supporting Microsoftoperating systems and software, and IBM-compatiblehardware benefit from the widest variety of Remote Accessand Control tools. Those whose service delivery modelsinclude support for Apple, Linux, Unix or Novell operatingsystems will find their choices for Remote Access and Controltools much more limited.84

The Best NOC and Service Desk Operations Book Ever!Remote Access and Control ToolsAs with Remote Monitoring and Management tools andProfessional Services Automation solutions, many remotecontrol tool vendors include hosted and “pay as you go”pricing models, as well as other, more traditional pricingmodels. Many of the Remote Access and Control toolsavailable to the outsourced service provider or internal servicemanager are easy to implement, simple to deploy and do notrequire extensive training to utilize effectively. EffectiveRemote Access and Control Tools should provide the followingfunctionality:Secure connectivity to the target deviceThe ability to take complete control of the targetdeviceFast performanceThe ability to perform file transfers between sourceand target devicesThe ability to print from the target device to the hostdevice’s printersThe ability to switch focus between the target deviceto the source device, allowing the end user to view thesource device’s desktop (for training and otherpurposes)The ability to rapidly deploy, or make available anynecessary Agents to the target device85

The Best NOC and Service Desk Operations Book Ever!Remote Access and Control ToolsA Web-based architecture to allow functionality fromany source device in any locationAny solution that allows access to an internal network shouldbe secure, minimizing the end user’s or client’s externalfootprint. The Remote Access and Control tool should providethis security natively, in order to be considered a viable choicefor the outsourced service provider or internal servicemanager, allowing the most flexible support options.The ability to completely control the target device by theoutsourced service provider or internal service manager’s staffgreatly increases their capacity to quickly and effectivelytroubleshoot end user or client issues remotely, increasingutilization, efficiency and client satisfaction.The Remote Access and Control tool’s performance is criticalduring remote incident resolution – the faster the response,the better for both the outsourced service provider or internalservice manager and the end user or client.The ability to transfer data between devices is also arequirement, as the replacement of operating system orsoftware application files is a common necessity duringincident troubleshooting and resolution, as is the deploymentof patches and updates to the target device from time to time.86

The Best NOC and Service Desk Operations Book Ever!Remote Access and Control ToolsPrinting files accessed from the target device to the sourcewithout the necessity to install and configure printer driversalso benefits the outsourced service provider or internalservice manager’s staff during incident resolution.Rapid deployment of Remote Access and Control Agents, orthe ability to host these Agents on the outsourced serviceprovider or internal service manager’s website or supportportal provides maximum speed and availability for remoteaccess and control support to the end user or client, and theability to provide this support from any web browser at anylocation provides maximum flexibility in addressing end useror client issues.Figure 18 – Remote Access and Control Example87

The Best NOC and Service Desk Operations Book Ever!Voice Communications SolutionsVoice Communications SolutionsThe Voice Communications SolutionThe outsourced service provider or internal service managermust equip their NOC and Service Desk with a robust voicecommunications solution in order to effectively deliver NOCand Service Desk services to their end users or clients. Theavailability and proper operation of this system is equally, ifnot more important, than any of the other tools andtechnologies employed by the outsourced service provider orinternal service manager in the delivery of services.For maximum benefit to the outsourced service provider orinternal service manager and to improve satisfaction of theirend users or clients, it is imperative for the NOC and ServiceDesk to:Reduce blockage (busy signals)Improve response timeIncrease first call resolutionShorten average call timeReduce queue hold timesShrink abandon ratesIn order to facilitate these goals, the chosen voicecommunications solution should support the followingminimum features:88

The Best NOC and Service Desk Operations Book Ever!Voice Communications SolutionsScalabilityAutomatic call distribution (ACD) or customizable callrouting (CCR)Interactive voice response (IVR)Call monitoringCall recordingCall accounting (Reporting)Obviously, the ability to scale as the outsourced serviceprovider’s or internal service manager’s NOC and Service Deskgrows is important, as is automated call distribution, whichallows calls to be routed based upon any number of criteriaincluding resource availability, time of day, urgency, client,etc.The interactive voice response capability of the voicecommunications solution allows the creation of intuitivemenus to manage calls effectively and efficiently, and get thecaller to the right queue for service through voice or keypadresponse to the auto attendant’s voice prompts.The ability to monitor and record interactions between endusers or clients and NOC and Service Desk staff allows theoutsourced service provider or internal service manager toinsure quality of service, facilitate training and maintain a89

The Best NOC and Service Desk Operations Book Ever!Voice Communications Solutionsdigital record that can be archived should the necessity ariseto produce it at a later date.The call accounting feature is also important in that it allowsthe outsourced service provider or internal service manager toanalyze call volume and activity through any number of filters,including queue, resource, time of day, day of week, durationof call and more. This information is invaluable in staffing andscheduling activities – as well as identifying training needs.Additional voice communications solution features that canfurther benefit the outsourced service provider’s or internalservice manager’s NOC and Service Desk include:Unified communications capabilityVoIP supportIntegration with Professional Services AutomationsolutionsThe ability to support unified communications will allow theoutsourced service provider or internal service manager themost flexibility in managing and maintaining visibility to allinbound and outbound voice communications by providing anadditional level of communications capability to their staff –especially in smaller organizations where staff responsibilitiesmay take them away from the NOC or Service Desk.90

The Best NOC and Service Desk Operations Book Ever!Voice Communications SolutionsVoIP integration provides benefits including the ability to usesoftphone software applications on desktops and laptops,allowing support to be delivered and calls managed anywherean internet connection is available, in addition to enablingsupport delivery from geographically displaced locations orhome offices simply by plugging in an inexpensive VoIPhandset to a broadband connection and maintaining the samequality and level of support as if the resource were sitting inthe NOC or at the Service Desk.Finally, integration with the outsourced service provider’sProfessional Services Automation solution will enableadvanced CRM functionality including screen pop-upsidentifying the caller, their organization and other importantinformation, as well as launching their company profile andlogging the call, hopefully allowing the Service Desk to:Improve response timeIncrease first call resolutionShorten average call time91

The Best NOC and Service Desk Operations Book Ever!Voice Communications SolutionsImproveResponseTimeIncrease1 st CallResolutionShortenAvg. CallTimesReduceHold TimesReduceBlockageVoiceSolutionShrinkAbandonRatesFigure 19 – Voice Communication Solution Goals92

The Best NOC and Service Desk Operations Book Ever!Integrating NOC and Service Desk Tools and TechnologiesIntegrating NOC and Service Desk Tools andTechnologiesThe Value of IntegrationThe more tightly integrated the outsourced service provider’sor internal service managers’ NOC and Service Desk tools andtechnologies are, the more effective they will be in scaling,maximizing service efficiencies, reducing costs, increasingclient satisfaction and improving net profits.In the same regard, failing to integrate these tools, along withtheir independent workflows and processes, will increaseinefficiencies and prolong the time it takes to deliver services,requiring more manual labor-intensive activity to conductNOC and Service Desk functions and consolidate reportingacross disparate systems and solutions. This slows analysis ofkey performance metrics and indicators, negatively impactingoverall operational oversight.The obvious best answer for the outsourced service provideror internal service manager is so select a suite of solutionsthat can be integrated to deliver a superior set of benefits incombination than would otherwise be possible.With this understanding, the outsourced service provider orinternal service manager will utilize their Remote Monitoringand Management tools’ and Professional Services Automationand Voice Communications solutions’ integration capabilities93

The Best NOC and Service Desk Operations Book Ever!Integrating NOC and Service Desk Tools and Technologiesto automate and reduce the manual labor necessary tomanage automated alerts for monitored devices, operatingsystems, applications and services, as well as user-generatedservice requests as much as possible.In addition to call recording and reporting benefits, whenconducting any required voice communications with end usersor clients, staff efficiencies and response times can beimproved by utilizing “click to dial” functionality availablethrough integration of the outsourced service provider’s orinternal service manager’s Voice Communications solutionand their Professional Services Automation’s CRM module,alleviating the need to manually look up the correct contactnumbers and physically dial them.And when the necessity arises to conduct a remote access orcontrol session during incident management, the ability toutilize the outsourced service provider’s or internal servicemanager’s Remote Monitoring and Management tool’s builtinRemote Access and Control functionality speeds incidentresponse and resolution times.A potential outcome for this type of tight integration mayresemble the following:1. An alert is raised by the Remote Monitoring andManagement tool based upon a monitored device94

The Best NOC and Service Desk Operations Book Ever!Integrating NOC and Service Desk Tools and Technologiesreporting an error or becoming unreachable, or as aresult of a monitored service outage2. The Remote Monitoring and Management tool opens aservice request in the Professional ServicesAutomation solution’s Service Desk module andprovides the granular data necessary for incidentmanagement and reporting to commence3. The Professional Services Automation solution queriesits internal database and appends additional keyinformation to the service request such as informationabout the device and its configuration, the error, timeof the alert, end user or client location and contactinformation and contract or SLA information and othernecessary data to support incident management4. Based upon the type of alert, the Professional ServicesAutomation solution designates a priority to theservice request, and an escalation process to maintainSLA, and assigns it to a support queue or a specificresource5. The Professional Services Automation solutionmessages all affected parties of the nature of the alertand sets the end user’s or client’s expectations forincident management6. The service request is addressed successfully by theoutsourced service provider’s or internal service95

The Best NOC and Service Desk Operations Book Ever!Integrating NOC and Service Desk Tools and Technologiesmanager’s NOC or Service Desk staff; by utilizing theirRemote Monitoring and Management tool’s RemoteAccess and Control function, and documenting theirincident resolution activities, and the service request iseventually closed after appropriate QA activity isconducted7. If the need to communicate directly with the affectedend user or client is required, the integration betweenthe Professional Services Automation solution’s CRMcomponent and the outsourced service provider’s orinternal service manager’s Voice Communicationssolution can be leveraged through onscreen click-todialfunctionality, with call documenting, timestampingand recording of each support call andappending it to the service request happeningautomatically8. The Professional Services Automation solutioncommunicates the resolution status of the servicerequest to the Remote Monitoring and Managementtool, which then cancels the alert9. The outsourced service provider or internal servicemanager can now run consolidated reports andanalytics against this and all incidents, aggregatingdata from the Remote Monitoring and Management96

The Best NOC and Service Desk Operations Book Ever!Integrating NOC and Service Desk Tools and Technologiestool and the Voice Communications and ProfessionalServices Automation solutionsAlert Raised ByRMM ToolRMM Tool OpensService Requestin PSA SolutionPSA SolutionDocumentsService RequestPSA SolutionAssigns Priority,Escalation, QueuePSA SolutionMessagesAffected PartiesIncidentManagementActivity OccursPSA SolutionMessagesAffected PartiesPSA SolutionCancels Alert InRMM ToolConsolidatedReporting AndAnalytics OccursFigure 20 – NOC and Service Desk Tools and Technology IntegrationSupporting Incident Management and Reporting97

The Best NOC and Service Desk Operations Book Ever!Section 3 – NOC and Service Desk DeliverablesSection 3: NOC and Service DeskDeliverablesIn this section we will explore a NOC and Service Desk’sdeliverables, along with end user or client-facing requirementsnecessary for effective service delivery. These considerationsinclude managing:HardwareUsersOperating SystemsLocationsSoftware ApplicationsVendorsServicesAgreements/SLAsServicesUsersApplicationsLocationsOSVendorsHardwareNOC/SVCDeskSLAsFigure 21 – NOC and Service Desk Focus98

The Best NOC and Service Desk Operations Book Ever!NOC ServicesNOC ServicesThe NOC and Its DeliverablesIn order to insure high availability of hardware, operatingsystems, software applications and services undermanagement, the outsourced service provider’s or internalservice manager’s NOC must continuously monitor theiroperating states and implement an alerting and responseprocess to address incidents when these operating statesdeviate from established parameters.In addition to continuously monitoring and reactivelyresponding to alerts from managed endpoints and services,the NOC delivers proactive maintenance services such aspatching and updating operating systems, softwareapplications and device configurations, and optimizing theoperational states of host devices and systems throughactivities such as deletion of temporary files, diskdefragmentation, Active Directory, DNS, DHCP and Event Logmanagement and pruning.Remote Monitoring and ManagementIn order to maintain managed systems per service andmaintenance agreements and their SLAs, the outsourcedservice provider or internal service manager must conductcontinuous monitoring of these systems and services. This isfacilitated through the Remote Monitoring and Management99

The Best NOC and Service Desk Operations Book Ever!NOC Servicestool’s capabilities. There are specific actions that need to becarried out prior to official “turn up”, or “go-live” ofmonitoring services for a new end user or client location.These may include:Setting up the end user’s or client’s account in theRemote Monitoring and Management tool andProfessional Services Automation solutionIf the Remote Monitoring and Management tool isappliance-based, configuring and deploying theappliance per manufacturer or vendorrecommendations for secure communications to andfrom the end user or client location and theoutsourced service provider’s or internal servicemanager’s NOC, Datacenter or Service DeskIf the Remote Monitoring and Management tool isagent-based, configuring and deploying agents asrequired to monitor managed devices, operatingsystems, software applications and services permanufacturer or vendor recommendations andenabling secure Remote Access and Control andcommunications to and from the end user or clientlocation and the outsourced service provider’s orinternal service manager’s NOC, Datacenter or ServiceDesk100

The Best NOC and Service Desk Operations Book Ever!NOC ServicesIf applicable, initializing a discovery routine by theRemote Monitoring and Management tool to identifyall network-connected devices and their roles in theenvironmentAssociating the applicable Remote Monitoring andManagement tool’s default monitoring templates fromits template library to all identified devices, operatingsystems, software applications and servicesDeveloping base monitoring templates and assigningthem to all devices, operating systems, softwareapplications and services which the RemoteMonitoring and Management tool did not identify ordoes not have a default template forTesting and confirming proper two-waycommunications and alerting to and from manageddevices, operating systems, software applications andservices at the end user or client location and theoutsourced service provider’s or internal servicemanager’s NOC, Datacenter or Service DeskConfiguring, testing and confirming proper operationof the Remote Monitoring and Management tool’sRemote Access and Control function for manageddevices and operating systemsConfiguring, testing and confirming proper two-wayintegration with the Professional Service Automation101

The Best NOC and Service Desk Operations Book Ever!NOC ServicesSolution; with raised alerts resulting in properlyformatted service request generation including enduser, device and client identification information, aswell as correct status updating and alert cancellationoccurring in the Remote Monitoring and Managementtool upon service request resolution in the ProfessionalServices Automation solutionConfiguring, testing and confirming proper scriptingand deployment of unattended operating system andsupported software application patches and updatesConfiguring, testing and confirming proper scriptingand execution of unattended device and operatingsystem optimization activities such as deletion oftemporary files and disk defragmentationConfiguring, testing and confirming proper reportgeneration and automated report deliveryIntegrating Remote Monitoring and Management toolreporting into Professional Services Automationsolution and testingTweaking and tuning thresholds, alerting and reportingduring an initial analysis period to insure outcomesmeet expectationsProactive Maintenance102

The Best NOC and Service Desk Operations Book Ever!NOC ServicesOnce the end user’s or client’s environment has been properlyprepared to receive NOC services in this manner and basedupon the associated SLA, the outsourced service provider orinternal service manager will create a proactive maintenanceschedule for the managed devices, operating systems,software applications and services at the end user or clientlocation. This schedule will govern the maintenance activitiesto be delivered by the NOC staff, and may include:Keeping operating system and software applicationservice packs, patches and hotfixes currentOptimizing operating systems, software applications,backups and hardwareRebooting servers and critical devicesInstalling software updates and upgradesOptimizing logical directory structures and keeping ActiveDirectory Schemas and DNS configurations currentThe outsourced service provider or internal service managerwill leverage the Remote Monitoring and Management tool’sability to perform as much of this scheduled maintenanceactivity as possible during off-hours, report on outcomes andalert on failures, and provide the benefit of standardizingthese activities across the end user or client base and freeingvaluable human resources for other activities.103

The Best NOC and Service Desk Operations Book Ever!NOC ServicesIn addition to delivering scheduled maintenance activities, theNOC will review the Remote Monitoring and Managementtool’s monitoring reports daily to analyze the operating stateof managed devices, operating systems, software applicationsand services to identify service degradation or potential failurein advance of its occurrence in order to take proactivepreventative measures.Reactive Response and Incident ManagementThe NOC will also respond to the Remote Monitoring andManagement tool’s alerts; indicating a device, operatingsystem, software application or service is functioning outsideof recommended parameters, and begin incidentmanagement activity reactively in these situations.Some commonly monitored events by the NOC through theRemote Monitoring and Management tool may include:BackupsConnectivityCloud/Email/Web/SQL/FTP ServicesWindows Services/EventsDevice Memory Utilization/PerformanceDevice Processor Utilization/PerformanceDevice Hard Drive Utilization/PerformanceRouter/Firewall Logs104

The Best NOC and Service Desk Operations Book Ever!NOC ServicesAntivirus AlertsNetwork Security/Unusual Traffic/AttacksVoIP QOSVPNsUser Sessions/Authentication105

The Best NOC and Service Desk Operations Book Ever!Service Desk ServicesService Desk ServicesThe Service Desk and Its DeliverablesIn order to insure high availability of end user’s or client’sinformation technology-supported business processes,activities and workflows, the outsourced service provider’s orinternal service manager’s Service Desk must be equipped toaddress incidents when these processes, activities andworkflows are degraded or interrupted.Focused primarily on end user issues, the Service Deskfunctions as the single point of contact for end users orclients, and facilitates the restoration of normal serviceoperation while minimizing impact to the user and deliveringservices within agreed-upon SLA’s. In this capacity the ServiceDesk works directly with the end user or client, as well as withthe NOC as needed to fulfill its responsibilities.SPOCIMRSLA• Single Point of Contact for End Users• Incident Management & Resolution• Maintain Service Level AgreementsFigure 22 – Service Desk Responsibilities106

The Best NOC and Service Desk Operations Book Ever!Service Desk ServicesIn order to achieve its objectives, the Service Desk will conductthe following end user or client-facing activities:Receive all incident notifications – this can be throughany means established by the outsourced serviceprovider or internal service manager - phone, fax,portal or emailRecord all incidents – this is accomplished through theProfessional Services Automation solution’s ServiceDesk componentClassify all incidents – correctly document the natureof the incident, including affected users, systems,devices and servicesPrioritize all incidents – proper prioritization isessential to effective escalationRoute all incidents – based upon factors such asclassification and priority, the incident is assigned tothe appropriate queue or resource for incidentmanagement and resolutionTroubleshoot all incidents – perform establishedtroubleshooting and incident management activityaccording to manufacturer’s and vendor’s bestpractices and outsourced service provider’s or internalservice manager’s established proceduresEscalate all incidents as necessary – proper internaland external escalation insures adherence toestablished SLAs, including escalation to 3 rd -partyvendors for support107

The Best NOC and Service Desk Operations Book Ever!Service Desk Services Dispatch resources as needed – if included in the enduser’s or client’s agreement and SLA, the Service Deskwill perform dispatch functions and schedule onsitevisits by internal or external physical resourcesincluding 3 rd -party vendors per its establishedescalation process Maintain consistent communication with all parties –including end users, their managers and higher, onsiteresources including 3 rd -party vendors, and internalService Desk management hierarchy Perform all scheduled activities – including but notlimited to moves/adds/changes, maintenance,documentation and reportingIn order to maintain an effective Service Desk, internalobjectives need to be clear, end user and client requirementsand SLAs documented and understood; incident management,escalation and dispatch processes standardized and followed,and training for Service Desk staff as well as end users andclients needs to be conducted regularly. Service Deskdeliverables need to be clearly defined and service levelsmonitored regularly and modified as needed. Additionally,clearly defined response, resolution and escalation times mustbe incorporated into an SLA and communicated to ServiceDesk staff as well as to end users and clients.108

The Best NOC and Service Desk Operations Book Ever!Service Desk ServicesThere are specific actions that need to be carried out prior toofficial “turn up”, or “go-live” of Service Desk services for anew end user or client location.These may include:Setting up the end user’s or client’s account in theProfessional Services Automation solution and RemoteMonitoring and Management toolConfiguring, testing and confirming end user’s orclient’s ability to generate properly formatted servicerequests with all required information via email andthe Professional Services Automation solution’s ServiceDesk portalAfter the Remote Monitoring and Management toolhas been deployed and configured, testing andconfirming the proper operation of its Remote Accessand Control function for managed devices andoperating systemsConfiguring, testing and confirming proper two-wayintegration with the Remote Monitoring andManagement tool; with raised alerts resulting inproperly formatted service request generationincluding end user, device and client identificationinformation included, as well as correct statusupdating and alert cancellation occurring in the109

The Best NOC and Service Desk Operations Book Ever!Service Desk ServicesRemote Monitoring and Management tool uponservice request resolution in the Professional ServicesAutomation solutionIntegrating Remote Monitoring and Management toolreporting into Professional Services Automationsolution and testingConfiguring, testing and confirming proper reportgeneration and automated report delivery110

The Best NOC and Service Desk Operations Book Ever!Vendor Management ServicesVendor Management ServicesThe Value of Vendor ManagementVendor management is the process whereby the outsourcedservice provider’s or internal service manager’s NOC andService Desk manages all interactions with the end user’s orclient’s infrastructure vendors. This offloads that responsibilityfrom the end user or client and allows them to focus onrunning their business. This service adds tremendous value tothe relationship between the end user or client and theoutsourced service provider or internal service manager; as nomatter whether through an automatically-generated alert, orvia the end user or client generating a service request directly,any incident requiring 3 rd -party vendor support for issuesaffecting their infrastructure is managed by the NOC orService Desk.All vendor management activity, including activity conductedby infrastructure vendors during incident resolution, isdocumented in the Professional Services Automation solutionby the NOC or Service Desk per the outsourced serviceprovider’s or internal service manager’s standard incidentmanagement processes and procedures.This service saves the end user or client the time and potentialfrustration of dealing with numerous vendors and also allowsthe outsourced service provider or internal service manager to111

The Best NOC and Service Desk Operations Book Ever!Vendor Management Servicesproactively manage all infrastructure vendor activity. The NOCand Service Desk works with these vendors directly to eitherquickly resolve issues or schedule on-site vendor visits - bothhave been found to tremendously improve efficiencies andincident response and resolution times, hence improvingclient satisfaction.End user or client infrastructure vendors that the outsourcedservices provider or internal service manager agree to managemay include:Telco/Long Distance/Teleconferencing vendorsBroadband vendorsFax/Copier/Printer vendorsWeb/Application Development/Database vendorsLine of Business Software vendorsHosting/Co-Location vendorsEquipment vendorsPoint of Sale vendorsPhone/VoIP System vendorsPhone/VoIP Service vendorsCellular/Smartphone/PDA Service vendorsStructured Cabling vendorsIn order to provide Vendor Management services effectively,the outsourced service provider or internal service managermust provide all infrastructure vendors under management aLetter of Agency (LOA) signed by the end user or client, which112

The Best NOC and Service Desk Operations Book Ever!Vendor Management Servicesgrants them the authority to act on their behalf, allowingthem the ability to open service requests and schedulemaintenance and repair services as necessary.113

The Best NOC and Service Desk Operations Book Ever!ReportingReportingThe Value of ReportingThe outsourced service provider or internal service managerwill integrate the Remote Monitoring and Management tool’sreporting function with the Voice Communication’s andProfessional Services Automation solution’s to generate rich,customized consolidated reports for internal and external (orend user or client-facing) purposes.The outsourced service provider or internal service managerwill utilize specifically customized reports internally to analyzekey metrics to evaluate NOC and Service Desk performanceand modify internal processes and procedures to improveoutcomes.Externally, the outsourced service provider or internal servicemanager will utilize specifically customized reports with endusers or clients to validate the successful delivery of serviceswithin SLA and according to existing service agreements; aswell as to identify opportunities to improve the availability orperformance of existing devices, operating systems, softwareapplications and services through activities outside of thescope of the existing agreement or SLA. These activities mayinvolve replacement or reconfiguration, which may or may notbe conducted by the outsourced service provider or internal114

The Best NOC and Service Desk Operations Book Ever!Reportingservice manager or their staff, but instead by an outsidevendor or other provider.Report areas commonly available through a RemoteMonitoring and Management tool and Voice Communicationsand Professional Services Automation solutions may include:Device, operating system, software application andservice performance reportingDevice, operating system, software application andservice maintenance reportingAlert and service request reportingCall-specific accounting reportingEnd user, client, NOC and Service Desk resourceperformance reportingSLA performance reportingOther customizable KPI reportingWhen properly integrated and customized to providemeaningful data, these reports are a key tool utilized by theoutsourced service provider or internal service manager toimprove the NOC and Service Desk’s performance andefficiencies, yielding greater net profits, as well as increasingend user or client satisfaction.When creating end user or client-facing reports, it is a goodidea to develop two versions – a very high-level executive115

The Best NOC and Service Desk Operations Book Ever!Reportingsummary, and a more detailed report. In many cases, endusers or clients will prefer the executive summary report overthe detailed report. Always have the detailed report availablewhen conducting strategic meetings with the end user orclient, as you may wish to refer to it to dig deeper on specifictopics during the conversation.When developing your executive summary report template,make certain to include as many visual elements to representthe data as possible. The more charts, graphs and visualelements and less text, the better.116

The Best NOC and Service Desk Operations Book Ever!What Should a NOC and Service Desk Support?What Should a NOC and Service Desk Support?Support ConsiderationsWhile an internal service manager and their NOC and ServiceDesk staff; whose responsibilities are to support an internalcorporate IT infrastructure, may have little or no influence onestablishing minimum requirements for the devices, operatingsystems, software applications and services they maintain inorder to receive services, outsourced service providers may bemore fortunate.Whenever possible, the outsourced service provider orinternal service manager should strive to establish andmaintain minimum standards for service qualification. Thishelps standardize on hardware, operating systems, softwareapplications and services, allowing the outsourced serviceprovider or internal service manager to require their NOC andService Desk staff to maintain proficiencies, skill sets andcertifications on a controlled number of supported items,rather than a growing, ever-changing variety of systems andservices. The benefits of this philosophy should be obvious,and include:More efficient and effective maintenance and incidentresolutionFaster on-boarding of new end users or clients117

The Best NOC and Service Desk Operations Book Ever!What Should a NOC and Service Desk Support?Speedier training and knowledge transfer by andbetween new and existing NOC and Service Desk staffEasier end user or client infrastructure setup andconfiguration of Remote Monitoring and Managementtools and Professional Services Automation solutionsStandardized performance metrics and reportingAs a result of these and other benefits, end user or clientsatisfaction is increased, and the outsourced service provider’sor internal service manager’s and their NOC and Service Deskstaff’s jobs are made much easier.Some minimum standards required for an outsourced serviceprovider or internal service manager’s NOC and Service Deskto provide services for hardware, operating systems, softwareapplications and services at end user or client locations mayinclude:Specific vendor-supported server, desktop and laptophardware and BIOS versionsSpecific vendor-supported routers, access points,switches and firewallsSpecific vendor-supported voice hardware and BIOSversionsSpecific vendor-supported cellular, Smartphone andPDA hardware and operating system versions118

The Best NOC and Service Desk Operations Book Ever!What Should a NOC and Service Desk Support?Hardware warranties for specific hardwareSpecific vendor-supported operating systems andpatch levelsSpecific vendor-supported line of business softwareapplications, versions and patch levelsSpecific vendor-supported antivirus, anti-spam andanti-spyware solutions, versions and patch levelsSpecific vendor-supported backup solutions, versionsand patch levelsRemote data storageSpecific network security protocols and access controlsSpecific broadband requirementsOther specific 3 rd -party vendor relationshipsIn addition to qualifying the terms under which support will beprovided by the outsourced service provider or internalservice manager to the end user or client, it is equallyimportant to establish the services that will be considered outof scope and specifically excluded from NOC and Service Deskdeliverables and SLAs. Some examples of out of scope servicesmay include:Servicing parts, equipment or software not covered byvendor/manufacturer warranty or supportThe cost of any parts, equipment, or shipping charges119

The Best NOC and Service Desk Operations Book Ever!What Should a NOC and Service Desk Support?The cost of any software, licensing, or softwarerenewal or upgrade feesThe cost of any 3 rd -party vendor or manufacturersupport or incident fees required to deliver serviceThe cost to bring the end user’s or client’senvironment up to minimum standards required forservicesFailure due to acts of God, building modifications,power failures or other adverse environmentalconditions or factors outside of the control of theoutsourced service provider or internal servicemanagerService and repair made necessary by the alteration ormodification of equipment, operating systems,software applications or services other than thatauthorized by the outsourced service provider’s orinternal service manager’s NOC or Service Desk staff;including alterations, software installations ormodifications of any kind made by end users, the clientor their vendors, or anyone other than the outsourcedservice provider’s or internal service manager’s NOC orService Desk staffMaintenance of software applications unlessspecifically included in service agreement and SLAProgramming (modification of software code) andprogram (software) unless specifically included inservice agreement and SLATraining services of any kind120

The Best NOC and Service Desk Operations Book Ever!What Should a NOC and Service Desk Support?It is important that any and all qualifiers for service such asthese be clearly understood by the end user or client prior toengagement and on-boarding by the outsourced serviceprovider or internal service manager. This will reducemisunderstandings and instead improve client satisfactionduring service delivery.121

The Best NOC and Service Desk Operations Book Ever!Service Agreements and SLAsService Agreements and SLAsService Agreement ConsiderationsThe outsourced service provider’s or internal servicemanager’s Service Level Agreement (SLA) is the agreementthat binds their level of service between their NOC and ServiceDesk deliverables and their end users or clients, and recordsthe common understanding regarding:ServicesPrioritiesResponsibilitiesGuaranteesAvailabilityServiceabilityPerformanceOperationResponseResolutionAgreements are commonly written to include SLAs inspecific sections, along with service definitions, and mayinclude:Definition of servicesTerm of agreementFees and payment schedule122

The Best NOC and Service Desk Operations Book Ever!Service Agreements and SLAsTaxesCoverage hoursExclusionsPerformance measurementIncident management process and response timeLimitation of liabilityService requirementsCovered equipment and/or servicesThe following is an example of an outsourced serviceprovider’s Managed Services Agreement and SLA.Managed Services Agreement and SLA ExampleThis sample Managed Services Agreement and SLA is includedfor instructional and informational purposes only, and is notrecommended, nor warranted for use.Always have legal counsel review any and all agreements ordocuments that you utilize in your IT practice or business unit,or distribute to your end users or clients prior to doing so.Local laws and liabilities can never be fully covered by any typeof generic document, including this sample Managed ServicesAgreement and SLA.123

The Best NOC and Service Desk Operations Book Ever!Service Agreements and SLAsManaged Services Agreement and SLA1. Term of AgreementThis Agreement between_______________________________, herein referred toas Client, and _______________________________,hereinafter referred to as Service Provider, is effectiveupon the date signed, shall remain in force for a period ofthree years, and be reviewed annually to address anynecessary adjustments or modifications. Shouldadjustments or modifications be required that increasethe monthly fees paid for the services rendered underthis Agreement, these increases will not exceed ______%of the value of the existing monthly fees due under thisAgreement. The Service Agreement automaticallyrenews for a subsequent three year term beginning onthe day immediately following the end of the Initial Term,unless either party gives the other ninety (90) days priorwritten notice of its intent not to renew this Agreement.a) This Agreement may be terminated by the Client124

The Best NOC and Service Desk Operations Book Ever!Service Agreements and SLAsupon ninety (90) days’ written notice if the ServiceProvider:I. Fails to fulfill in any material respect itsobligations under this Agreement anddoes not cure such failure within thirty(30) days’ of receipt of such writtennotice.II.III.Breaches any material term or conditionof this Agreement and fails to remedysuch breach within thirty (30) days’ ofreceipt of such written notice.Terminates or suspends its businessoperations, unless it is succeeded by apermitted assignee under thisAgreement.b) This Agreement may be terminated by theService Provider upon ninety (90) days writtennotice to the Client.c) If either party terminates this Agreement, ServiceProvider will assist Client in the orderlytermination of services, including timely transfer125

The Best NOC and Service Desk Operations Book Ever!Service Agreements and SLAsof the services to another designated provider.Client agrees to pay Service Provider the actualcosts of rendering such assistance.2. Fees and Payment ScheduleFees will be $_______________ per month, invoiced toClient on a monthly basis, and will become due andpayable on the first day of each month. Services will besuspended if payment is not received within 5 daysfollowing date due. Refer to Appendix B for servicescovered by the monthly fee under the terms of thisAgreement.It is understood that any and all services requested byClient that fall outside of the terms of this Agreementwill be considered Projects, and will be quoted andbilled as separate, individual Services.3. TaxesIt is understood that any Federal, State or Local Taxesapplicable shall be added to each invoice for servicesor materials rendered under this Agreement. Clientshall pay any such taxes unless a valid exemption126

The Best NOC and Service Desk Operations Book Ever!Service Agreements and SLAscertificate is furnished to Service Provider for the stateof use.4. CoverageRemote Helpdesk and Vendor Management of Client’sIT networks will be provided to the Client by ServiceProvider through remote means between the hours of8:00 am – 5:00 pm Monday through Friday, excludingpublic holidays. Network Monitoring Services will beprovided 24/7/365. All services qualifying under theseconditions, as well as Services that fall outside thisscope will fall under the provisions of Appendix B.Hardware costs of any kind are not covered under theterms of this Agreement.Support and EscalationService Provider will respond to Client’s Trouble Ticketsunder the provisions of Appendix A, and with best effortafter hours or on holidays. Trouble Tickets must beopened by Client’s designated I.T. Contact Person, byemail to our Help Desk, or by phone if email isunavailable. Each call will be assigned a Trouble Ticketnumber for tracking. Our escalation process is detailedin Appendix A.Service outside Normal Working Hours127

The Best NOC and Service Desk Operations Book Ever!Service Agreements and SLAsEmergency services performed outside of the hours of8:00 am – 5:00 pm Monday through Friday, excludingpublic holidays, shall be subject to provisions ofAppendix B.Service Calls Where No Trouble is foundIf Client requests onsite service and no problem isfound or reproduced, Client shall be billed at thecurrent applicable rates as indicated in Appendix B.Limitation of LiabilityIn no event shall Service Provider be held liable forindirect, special, incidental or consequential damagesarising out of service provided hereunder, includingbut not limited to loss of profits or revenue, loss of useof equipment, lost data, costs of substitute equipment,or other costs.5. Additional Maintenance ServicesHardware/System Support128

The Best NOC and Service Desk Operations Book Ever!Service Agreements and SLAsService Provider shall provide support of all hardwareand systems specified in Appendix B, provided that allHardware is covered under a currently active vendorsupport contract; or replaceable parts be readilyavailable, and all Software be Genuine, CurrentlyLicensed and Vendor-Supported. Should any hardware orsystems fail to meet these provisions, they will beexcluded from this Service Agreement. Should 3 rd Partyvendor support charges be required in order to resolveany issues, these will be passed on to the Client after firstreceiving the Client’s authorization to incur them.Virus Recovery for current, licensed Antivirus protectedsystemsDamages caused by, and recovery from, virus infectionnot detected and quarantined by the latest Antivirusdefinitions are covered under the terms of thisAgreement. This Service is limited to those systemsprotected with a currently licensed, vendor-supportedAntivirus solution.Monitoring ServicesService Provider will provide ongoing monitoring andsecurity services of all critical devices as indicated inAppendix B. Service Provider will provide monthly129

The Best NOC and Service Desk Operations Book Ever!Service Agreements and SLAsreports as well as document critical alerts, scans andevent resolutions to Client. Should a problem bediscovered during monitoring, Service Provider shallmake every attempt to rectify the condition in a timelymanner through remote means.6. Suitability of Existing EnvironmentMinimum Standards Required for ServicesIn order for Client’s existing environment to qualify forService Provider’s Managed Services, the followingrequirements must be met:1. All Servers with Microsoft Windows OperatingSystems must be running Windows 2008 Serveror later, and have all of the latest MicrosoftService Packs and Critical Updates installed.2. All Desktop PC’s and notebooks/laptops withMicrosoft Windows operating systems must berunning Windows 7 or later, and have all of thelatest Microsoft service packs and criticalupdates installed.130

The Best NOC and Service Desk Operations Book Ever!Service Agreements and SLAs3. All Server and Desktop Software must begenuine, licensed and vendor-supported.4. The environment must have a currentlylicensed, up-to-date and vendor-supportedserver-based antivirus solution protecting allservers, desktops, notebooks/laptops, andemail.5. The environment must have a currently licensed,vendor-supported server-based backup solution.6. The environment must have a currentlylicensed, vendor-supported hardware firewallbetween the internal network and the Internet.7. Any Wireless data traffic in the environmentmust be secured with a minimum of 128bitdata encryption.Costs required to bring Client’s environment up tothese Minimum Standards are not included in thisAgreement.7. Excluded ServicesService rendered under this Agreement does notinclude:131

The Best NOC and Service Desk Operations Book Ever!Service Agreements and SLAs1) Parts, equipment or software not covered byvendor/manufacturer warranty or support.2) The cost of any parts, equipment, or shippingcharges of any kind.3) The cost of any software, licensing, or softwarerenewal or upgrade fees of any kind.4) The cost of any 3 rd party vendor ormanufacturer support or incident fees of anykind.5) The cost to bring Client’s environment up tominimum standards required for Services.6) Failure due to acts of God, buildingmodifications, power failures or other adverseenvironmental conditions or factors.7) Service and repair made necessary by thealteration or modification of equipment otherthan that authorized by Service Provider,including alterations, software installations ormodifications of equipment made by Client’semployees or anyone other than ServiceProvider.8) Maintenance of Applications softwarepackages, whether acquired from ServiceProvider or any other source unless as specifiedin Appendix B.132

The Best NOC and Service Desk Operations Book Ever!Service Agreements and SLAs9) Programming (modification of software code)and program (software) maintenance unless asspecified in Appendix B.10) Training Services of any kind.8. MiscellaneousThis Agreement shall be governed by the laws of theState of __________. It constitutes the entireAgreement between Client and Service Provider formonitoring/maintenance/service of all equipmentlisted in “Appendix B.” Its terms and conditions shallprevail should there be any variance with the termsand conditions of any order submitted by Client.Service Provider is not responsible for failure to renderservices due to circumstances beyond its controlincluding, but not limited to, acts of God.9. Acceptance of Service AgreementThis Service Agreement covers only those services andequipment listed in “Appendix B.” Service Providermust deem any equipment/services Client may want toadd to this Agreement after the effective dateacceptable. The addition of equipment/services notlisted in “Appendix B” at the signing of this Agreement,133

The Best NOC and Service Desk Operations Book Ever!Service Agreements and SLAsif acceptable to Service Provider, shall result in anadjustment to the Client’s monthly charges.IN WITNESS WHEREOF, the parties hereto have caused thisService Agreement to be signed by their duly authorizedrepresentatives as of the date set forth below.Authorized Signature Service Provider DateAuthorized Signature Client Date134

The Best NOC and Service Desk Operations Book Ever!Service Agreements and SLAsManaged Services AgreementAppendix AResponse and Resolution TimesThe following table shows the targets of response andresolution times for each priority level:135

The Best NOC and Service Desk Operations Book Ever!Service Agreements and SLAsSupport TiersThe following details and describes our Support Tier levels:136

The Best NOC and Service Desk Operations Book Ever!Service Agreements and SLAsManaged Services AgreementAppendix A (cont)Service Request Escalation Procedure1. Support Request is Received2. Trouble Ticket is Created3. Issue is Identified and documented in Help Desksystem4. Issue is qualified to determine if it can be resolvedthrough Tier 1 SupportIf issue can be resolved through Tier 1 Support:5. Level 1 Resolution - issue is worked to successfulresolution6. Quality Control –Issue is verified to be resolved toClient’s satisfaction7. Trouble Ticket is closed, after complete problemresolution details have been updated in Help DesksystemIf issue cannot be resolved through Tier 1 Support:137

The Best NOC and Service Desk Operations Book Ever!Service Agreements and SLAs6. Issue is escalated to Tier 2 Support7. Issue is qualified to determine if it can be resolved byTier 2 SupportIf issue can be resolved through Tier 2 Support:8. Level 2 Resolution - issue is worked to successfulresolution9. Quality Control –Issue is verified to be resolved toClient’s satisfaction10. Trouble Ticket is closed, after complete problemresolution details have been updated in Help DesksystemIf issue cannot be resolved through Tier 2 Support:9. Issue is escalated to Tier 3 Support10. Issue is qualified to determine if it can be resolvedthrough Tier 3 SupportIf issue can be resolved through Tier 3 Support:11. Level 3 Resolution - issue is worked to successfulresolution138

The Best NOC and Service Desk Operations Book Ever!Service Agreements and SLAs12. Quality Control –Issue is verified to be resolved toClient’s satisfaction13. Trouble Ticket is closed, after complete problemresolution details have been updated in Help DesksystemIf issue cannot be resolved through Tier 3 Support:12. Issue is escalated to Onsite Support13. Issue is qualified to determine if it can be resolvedthrough Onsite SupportIf issue can be resolved through Onsite Support:14. Onsite Resolution - issue is worked to successfulresolution15. Quality Control –Issue is verified to be resolved toClient’s satisfaction16. Trouble Ticket is closed, after complete problemresolution details have been updated in Help DesksystemIf issue cannot be resolved through Onsite Support:139

The Best NOC and Service Desk Operations Book Ever!Service Agreements and SLAs17. I.T. Manager Decision Point – request is updated withcomplete details of all activity performed140

The Best NOC and Service Desk Operations Book Ever!Service Agreements and SLAs141

The Best NOC and Service Desk Operations Book Ever!Service Agreements and SLAs142

The Best NOC and Service Desk Operations Book Ever!Service Agreements and SLAsAppendix “B” Cont.143

The Best NOC and Service Desk Operations Book Ever!Service Agreements and SLAs144

The Best NOC and Service Desk Operations Book Ever!Section 4: ProcessesSection 4: ProcessesIn order for the outsourced service provider’s or internalservice manager’s NOC and Service Desks to deliver uniform,measurable services in adherence to established SLAs; andprovide end users or clients with a consistent, satisfactorysupport experience, they need to develop, implement andhold their staff accountable to effective service deliveryprocesses and procedures.In this context, these NOC and Service Desk service deliveryprocesses are defined as those processes and workflowswhich are necessary in order to allow the NOC and ServiceDesk the ability to effectively deliver scheduled andunscheduled services to end users or clients efficiently, andinclude:Responding to alert conditions and service requestsFollowing best practices for incident management andresolutionDelivering services within established SLA’sThese service delivery processes govern the followingscheduled and unscheduled events:145

The Best NOC and Service Desk Operations Book Ever!Section 4: ProcessesRemote supportOnsite supportIn addition, these service delivery processes include adocumented procedure for addressing any and all activityperformed by the NOC and Service Desk during servicedelivery, and embodies a workflow which easily directs theNOC or Service Desk resource throughout the service deliveryprocess.Specific processes that the outsourced service provider orinternal service manager will develop and implement foreffective NOC and Service Desk service delivery may include:End User or Client On-Boarding, Provisioning andService Turn-Up/Go-LiveIncident ManagementProblem ManagementConfiguration ManagementChange ManagementRelease ManagementRisk ManagementService Level ManagementService Financial ManagementCapacity Management146

The Best NOC and Service Desk Operations Book Ever!Section 4: ProcessesService Continuity ManagementAvailability ManagementSecurity ManagementCommunication ManagementReporting ManagementCustomer Satisfaction ManagementWe will cover end user or client on-boarding, provisioning andturn-up/go-live in Section 5 – Clients, and discuss the rest ofthese processes in the following chapters.147

The Best NOC and Service Desk Operations Book Ever!Incident and Problem ManagementIncident and Problem ManagementThe Difference Between Incident Management and ProblemManagementAlthough both incidents and problems are related, and willeach trigger an automated alert or an end user or clientgeneratedservice request, they are different, and areresponded to and handled differently by the outsourcedservice provider’s or internal service manager’s NOC andService Desk.In this context, an incident can be anything that degrades orinterrupts the end user’s or client’s information technologysupportedbusiness processes, activities and workflows.The purpose of Incident Management is to restore businesscontinuity as quickly as possible.A problem, in contrast, is simply a recurring incident.The purpose of Problem Management is to determine the rootcause of recurring incidents.With this understanding, it makes sense that the manner inwhich the NOC or Service Desk responds to, and the processesthey employ to resolve these issues may differ.148

The Best NOC and Service Desk Operations Book Ever!Incident and Problem ManagementITIL (Information Technology Infrastructure Library), acomprehensive set of concepts and best practices for ITService Management, separates the incident managementprocess into six unique components:1. Incident detection and recording2. Classification and initial support3. Analysis and diagnosis4. Resolution and recovery5. Incident closure6. Incident ownership, monitoring, tracking andcommunicationAfter a service request has been created, documented,prioritized and assigned to a queue or resource in theProfessional Services Automation solution; either as the resultof an alert triggered by the Remote Monitoring andManagement tool or directly generated by an end user orclient, an outsourced service provider’s or internal servicemanager’s Incident Management Process will be followed toaddress the service request.Adhering to the outsourced service provider’s or internalservice manager’s Change Management, ConfigurationManagement and Communication Management processes,the NOC or Service Desk resource assigned to the service149

The Best NOC and Service Desk Operations Book Ever!Incident and Problem Managementrequest will employ the outsourced service provider’s orinternal service manager’s Incident Management Process,which may resemble the following:1. Support request is received2. Service request is created3. Issue is Identified, documented, prioritized andassigned in Professional Services Automation solution4. Issue is qualified to determine if it can be resolvedthrough Tier 1 SupportIf issue can be resolved through Tier 1 Support:5. Level 1 Resolution - issue is worked to successfulresolution6. Quality Control - Issue is verified to be resolved to enduser’s or client’s satisfaction7. Service request is closed, after complete resolutiondetails have been updated in Professional ServicesAutomation solutionIf issue cannot be resolved through Tier 1 Support:6. Issue is escalated to Tier 2 Support150

The Best NOC and Service Desk Operations Book Ever!Incident and Problem Management7. Issue is qualified to determine if it can be resolved byTier 2 SupportIf issue can be resolved through Tier 2 Support:8. Level 2 Resolution - issue is worked to successfulresolution9. Quality Control - Issue is verified to be resolved to enduser’s or client’s satisfaction10. Service request is closed, after complete resolutiondetails have been updated in Professional ServicesAutomation solutionIf issue cannot be resolved through Tier 2 Support:9. Issue is escalated to Tier 3 Support10. Issue is qualified to determine if it can be resolvedthrough Tier 3 SupportIf issue can be resolved through Tier 3 Support:11. Level 3 Resolution - issue is worked to successfulresolution151

The Best NOC and Service Desk Operations Book Ever!Incident and Problem Management12. Quality Control - Issue is verified to be resolved to enduser’s or client’s satisfaction13. Service request is closed, after complete resolutiondetails have been updated in Professional ServicesAutomation solutionIf issue cannot be resolved through Tier 3 Support:11. Issue is escalated to onsite support12. Issue is qualified to determine if it can be resolvedthrough onsite supportIf issue can be resolved through Onsite Support:14. Onsite resolution - issue is worked to successfulresolution15. Quality Control - Issue is verified to be resolved to enduser’s or client’s satisfaction16. Service request is closed, after complete resolutiondetails have been updated in Professional ServicesAutomation solutionIf issue cannot be resolved through Onsite Support:152

The Best NOC and Service Desk Operations Book Ever!Incident and Problem Management17. I.T. Manager Decision Point – request is updated withcomplete details of all activity performed1234• Receipt - Service request is received• Creation - Trouble ticket is created• Identification - Issue is identified,documented, prioritized and assigned• Qualification - Issue is qualified todetermine if it can be resolved in Tier 1If issue can be resolved in Tier 1:153

The Best NOC and Service Desk Operations Book Ever!Incident and Problem Management567• IMR- Issue is worked to successfulresolution• QC – Issue is verified to be resolved toclient satisfaction• Close – Issue is closed after completeIMR activities are documented in PSAIf issue cannot be resolved in Tier 1:67• Escalation - Issue is escalated to Tier 2• Qualification - Issue is qualified todetermine if it can be resolved in Tier 2If issue can be resolved through Tier 2 Support:154

The Best NOC and Service Desk Operations Book Ever!Incident and Problem Management8910• IMR- Issue is worked to successfulresolution• QC – Issue is verified to be resolved toclient satisfaction• Close – Issue is closed after completeIMR activities are documented in PSAIf issue cannot be resolved through Tier 2 Support:910• Escalation - Issue is escalated to Tier 3• Qualification - Issue is qualified todetermine if it can be resolved in Tier 3155

The Best NOC and Service Desk Operations Book Ever!Incident and Problem ManagementIf issue can be resolved through Tier 3 Support:111213• IMR- Issue is worked to successfulresolution• QC – Issue is verified to be resolved toclient satisfaction• Close – Issue is closed after completeIMR activities are documented in PSAIf issue cannot be resolved through Tier 3 Support:156

The Best NOC and Service Desk Operations Book Ever!Incident and Problem Management1213• Escalation - Issue is escalated to onsitesupport• Qualification - Issue is qualified todetermine if it can be resolved throughonsite supportIf issue can be resolved through Onsite Support:141516• IMR- Issue is worked to successfulresolution• QC – Issue is verified to be resolved toclient satisfaction• Close – Issue is closed after completeIMR activities are documented in PSAIf issue cannot be resolved through Onsite Support:17• IT Manager decision pointFigure 23 – Incident Management Process157

The Best NOC and Service Desk Operations Book Ever!Incident and Problem ManagementAs discussed, should an incident recur, it becomes classified asa problem, and the outsourced service provider’s or internalservice manager’s Problem Management process must beinitiated.The function of problem management is to:1. Investigate the root cause of recurring incidents2. Classify the problem as a known error3. Determine possible solutions4. Analyze the impact of the solution5. Implement the remediation solution6. Review post-remediation impactA problem is classified as a known error when its underlyingcause has been identified. This is the result of the analysisconducted and is the outcome necessary in order todetermine possible solutions for remediation.Adhering to the outsourced service provider’s or internalservice manager’s Change Management, ConfigurationManagement and Communication Management processes,the NOC or Service Desk resource assigned to the servicerequest for the problem will employ the outsourced serviceprovider’s or internal service manager’s Problem ManagementProcess, which may resemble the following:158

The Best NOC and Service Desk Operations Book Ever!Incident and Problem Management1. Support request is received2. Service request is created, or closed service request forinitial incident is re-opened3. Issue is identified and documented in ProfessionalServices Automation solution as a Problem4. Issue is analyzed to determine root cause of problem5. Issue is classified as a known error6. The impact of possible solutions are evaluated and thebest solution is determined7. A request for change is initiated per outsourced serviceprovider’s or internal service manager’s ChangeManagement process8. Change is implemented9. Quality Control - Issue is monitored and verified to beresolved to end user’s or client’s satisfaction10. Service request is closed, after complete resolutiondetails have been updated in Professional ServicesAutomation solution159

The Best NOC and Service Desk Operations Book Ever!Incident and Problem Management160

The Best NOC and Service Desk Operations Book Ever!Incident and Problem Management12345678910• Receipt - Service request is received• Creation - Trouble ticket is created• Identification - Issue is identified anddocumented• Qualification - Issue is qualified to determine if itcan be resolved in Tier 1• Issue is classified as known error• Impact evaluated and solution determined• Request for Change• Change implemented• QC - Issue is verified to be resolved to clientsatisfaction• Close – Issue is closed after complete PMRactivities are documented in PSAFigure 24 – Problem Management Process161

The Best NOC and Service Desk Operations Book Ever!Configuration, Change and Release ManagementConfiguration, Change and Release ManagementThe Differences Between Configuration, Change and ReleaseManagementConfiguration, Change and Release Management are threeindividual processes that are also closely related and used inconcert with each other in many instances during NOC andService Desk service delivery.Plainly stated, Configuration Management embodies thoseprocesses that govern the collection, documentation,maintenance and updating of configuration data in end useror client IT infrastructures, and the management of thatinformation in a Configuration Management Database. ManyProfessional Services Automation solutions support thismanagement capability.The purpose of Configuration Management is to insure that allconfiguration data governing hardware, operating system,application software and services components of an ITInfrastructure are documented, maintained and updated aschanges are made over time.Configuration Management of a typical end user’s or client’s ITinfrastructure may include managing the documentedconfigurations of:162

The Best NOC and Service Desk Operations Book Ever!Configuration, Change and Release ManagementHardware, including servers, desktops, laptops,routers, switches, firewalls, Smartphones, PDAs andother devicesOperating systemsApplication softwareServices including broadband, voice, VoIP, etc.Live and printed documentationChange Management represents those standardizedprocesses that govern all changes made by the NOC or ServiceDesk to end user or client hardware, operating systems,software applications and services during service delivery.These activities are also documented in the outsourcedservice provider’s or internal service manager’s ProfessionalServices Automation solution, which may help automate thecreation and approval of change requests during proactivemaintenance and reactive incident and problem managementactivity.The purpose of Change Management is to insure that changeis planned properly and standardized processes andprocedures are utilized to initiate change in an efficientmanner that reduces the impact of change to the end user orclient.163

The Best NOC and Service Desk Operations Book Ever!Configuration, Change and Release ManagementAkin to Configuration Management, Change Management of atypical end user’s or client’s IT infrastructure may includemanaging changes made to:Hardware, including servers, desktops, laptops,routers, switches, firewalls, smartphones, PDAs andother devicesOperating systems and patches, updates, servicepacks, hotfixes, etc.Application software and patches, updates, servicepacks, hotfixes, etc.Services including broadband, voice, VoIP,connectivity, etc.Network and other documentationDisaster recovery and business continuity plansRelease Management relies heavily on Configuration andChange Management, and is responsible for theimplementation and quality control of all hardware, operatingsystem, software application and services; and versionupdates, upgrades and new releases before they areintroduced into the end user’s or client’s productionenvironment.The purpose of Release Management is to insure that theintroduction of new major or minor hardware or software164

The Best NOC and Service Desk Operations Book Ever!Configuration, Change and Release Managementreleases into a production environment is planned properlyand evaluated in a test environment prior to its rollout tominimize the impact of the introduction to the end user orclient.Release Management in a typical end user’s or client’s ITinfrastructure may include application to:Hardware, including servers, desktops, laptops,routers, switches, firewalls, smartphones, PDAs andother devicesOperating systems and patches, updates, servicepacks, hotfixes, etc.Application software and patches, updates, servicepacks, hotfixes, etc.Services including broadband, voice, VoIP,connectivity, etc.165

The Best NOC and Service Desk Operations Book Ever!Risk ManagementRisk ManagementRisk Versus RewardIn this context, Risk Management processes utilized by theoutsourced service provider’s or internal service manager’sNOC and Service Desk embody the identification andassessment of potential risks during service delivery, and thestrategies utilized to minimize, monitor for and control theprobability or impact of negative outcomes to the end user orclient.Strategies for managing risk may include:Identifying the potential for riskCharacterizing potential risksAssessing potential risks to specific activitiesDetermining the result of riskDiscovering or identifying ways to reduce riskCreating a strategy to reduce risk based on prioritizedrisk reduction proceduresRisk Management is a necessary process during normal day today NOC and Service Desk service delivery, and must beconducted throughout proactive maintenance, as well asreactive Incident, Problem and Change and ReleaseManagement activities. The mitigation of risk is a keycomponent in minimizing impact to the end user or clientduring these activities.166

The Best NOC and Service Desk Operations Book Ever!Risk ManagementLet’s explore an example situation and apply RiskManagement to a common end user or client scenario. Let’ssay that a service request has been generated by an end userreporting that they cannot access the Internet. Theoutsourced service provider’s or internal service manager’sService Desk resource reviews the information in the servicerequest and works directly with the end user through theRemote Monitoring and Management tool’s Remote Accessand Control capabilities to share and control their desktop toconduct the following activities:1. Verify network card configuration2. Verify ability to release/renew IP address withincorrect DHCP scope and correct DNS entriesThis all looks good, so the next activity conducted may be:3. Ping the internal gateway – response is good4. Ping an external IP address – response is goodThis verifies the ability to reach internal and external devicesby IP address, so the next activity might be:5. Ping external URL – response times out6. Ping internal device by host name – response is goodNow we’re getting somewhere. But up to this point evaluationof risk has not identified the necessity to modify the167

The Best NOC and Service Desk Operations Book Ever!Risk Managementtroubleshooting process, as it has simply been benign activityconducted during Incident Management to identify the causeof the incident, and no change has been implemented otherthan releasing and renewing the device’s IP address – anactivity that occurs normally. Next steps may include:7. Verify ability to ping external IP addresses and inabilityto ping any external URLsThe suspicion now becomes an issue with DNS. The nextactivity to isolate DNS as the area to focus on may include:8. Configure the device’s network adapter with aninternal static IP and external DNS address9. Ping an external IP address – response is good10. Ping an external URL – response is goodSo there appears to be a potential issue with the DNS serveraddresses being leased to this particular device. But why justthis device? There have been no other reports of thisparticular issue from any of the other users in theenvironment. More information reveals that this is the onlyuser in the office using a laptop today with a wirelessconnection. So next steps may include:11. Remotely access the device managing DHCP servicesfor wired and wireless devices on the user’s network168

The Best NOC and Service Desk Operations Book Ever!Risk Management12. Review the DHCP configuration for the wirelessnetwork and compare the DNS server settings againstthose being leased to the wired networkIt is discovered that the DNS server settings between thewired and wireless networks do not match.Since this is the first report of this issue, establishing thisservice request as an incident, the Service Desk’s responsibilityis to restore business continuity for this user as quickly aspossible. The first proposed change to reach this goal wouldbe to change the DNS server setting for the wireless networkto match those used for the wired network on the devicehanding out leases, wouldn’t it?…and here is where Configuration Management, ChangeManagement and Risk Management meet during the IncidentManagement process:The Service Desk employs Incident Managementduring the process of restoring business continuity forthe end userThe Service Desk employs Configuration Managementto determine the configuration of all devices involvedin the Incident Management processThe Service Desk will modify device configurationsduring the Incident Management process169

The Best NOC and Service Desk Operations Book Ever!Risk ManagementThe Service Desk must evaluate risk prior to requestingor implementing change through the RiskManagement processSo what is the risk that needs to be evaluated in this scenario?Well, in order to modify the DNS server settings on the devicemanaging DHCP services for the wired and wireless networksin the user’s environment – the gateway router – a reboot ofthe device will be required…Remember our basic Risk Management strategy? Here it isapplied to this specific example:Identify the potential for risk – oh yes, there isabsolutely a definite potential for riskCharacterize potential risks - majorAssess potential risks to specific activities – the risk isrelated to rebooting the gateway routerDetermine the result of risk – the result will be todisconnect all users from their existing LAN and WANsessionsDiscover or identify ways to reduce risk – allow theaffected user to work with static IP and DNS addresssettings until a reboot of the gateway router ispossible, determine if the user can use a wiredconnection until the gateway router can be rebooted,170

The Best NOC and Service Desk Operations Book Ever!Risk Managementdetermine if the user needs WAN or Internet accessuntil the gateway router can be rebootedCreate a strategy to reduce risk based on prioritizedrisk reduction procedures – the best solution may beto have the user patch their laptop into the nearestnetwork drop until the gateway router can berebooted after production hours, as this will notrequire another support session to reset the wirelessnetwork card’s static configuration to dynamic afterthe user is done for the day, a second option would beto use static addressing and initiate the additionalsupport session as described, and the third optionmight be to have the user work locally until a routerreboot is possibleAssuming the first option is implemented, the user isinstructed by the Service Desk where to find a network cableand how to patch in to the wired network. The Service Deskmanages configuration and change for the gateway router perthe outsourced service provider’s or internal servicemanager’s policies and procedures, documents all IncidentManagement activity in the Professional Services Automationsolution and schedules the gateway router reboot after hours.During the QA process the next day, the affected user iscontacted to verify if their issue has been resolved and receiveauthorization to close the service request.171

The Best NOC and Service Desk Operations Book Ever!Service Level ManagementService Level ManagementDelivering Services to Support SLAsIn this context, Service Level Management is comprised ofthose processes, procedures and activities that manage andgovern the delivery of NOC and Service Desk services to meetagreed-upon SLAs, or Service Level Agreements; and arefocused on the client – as opposed to Service Desk serviceswhose focus is the individual end user.In order to conduct effective Service Level Management, theoutsourced service provider or internal service manager mustconduct an effective business needs analysis in order toproperly align deliverables with client needs, thencontinuously monitor and modify those deliverables to insurethey meet the established SLA with the client.The Service Level Management process insures that NOC andService Desk services are delivered according to SLAA properly configured Professional Services Automationsolution alone is not enough to support effective Service LevelManagement – the outsourced service provider’s or internalservice manager’s NOC and Service Desk resources mustproperly deliver services and document all of their activitywithin it according to the provider’s or manager’s establishedservice delivery procedures. Only then can meaningfulreporting be generated to evaluate performance against SLA.172

The Best NOC and Service Desk Operations Book Ever!Service Financial ManagementService Financial ManagementHelping End Users and Clients Afford Technology ServicesIn this context, Service Level Management is comprised ofthose processes, procedures and activities that the outsourcedservice provider or internal service manager employs toidentify, reduce and manage the costs associated with theirdeliverables in order to make them cost-effective for theirclients.The Service Level Management process is employed toevaluate and control IT service delivery costs to insureaffordability for clientsWays to achieve this goal may include:Reducing business costsIncreasing internal efficienciesIn order to reduce business costs, the outsourced serviceprovider or internal service manager may evaluate thefollowing expenses:Capital equipmentVehicle expensesToolsITGeneral office and operation expenses173

The Best NOC and Service Desk Operations Book Ever!Service Financial ManagementLaborMarketingInsuranceProfessional feesSalesIn order to increase efficiencies, the outsourced serviceprovider or internal service manager may invest in tools andtechnologies such as Remote Monitoring and Management,Professional Services Automation and Voice Communicationssolutions. When integrated and configured properly, this suiteof solutions can automate the delivery of many otherwisetime and labor-intensive manual processes, create andfacilitate an environment of process and workflowstandardization and improved communications and delivermeaningful reporting to help evaluate and improveperformance and increase service delivery efficiencies.Over time, a constant review of these cost-reducing andefficiency-improving activities will continue to help theoutsourced service provider or internal service manager tomanage or drive down costs, allowing these Service FinancialManagement processes to benefit clients through the abilityto receive competitively priced services.174

The Best NOC and Service Desk Operations Book Ever!Capacity ManagementCapacity ManagementRight-Sizing Infrastructure and Services for GrowthIn this context, Capacity Management is comprised of thoseprocesses, procedures and activities that the outsourcedservice provider or internal service manager employs to insurethat their service capacity is scalable to support their owngrowing client base as well as their end users’ or clients’growth.The Capacity Management process insures that NOC andService Desk services are scalable to meet internal andexternal performance needs cost-effectively.In order to properly optimally align service deliverablecapabilities to end user or client business needs economically,the outsourced service provider or internal service managermust:Insure the capacity to meet existing end user or clientSLAsMonitor the performance of deliverables and theinfrastructure supporting the NOC and Service DeskMonitor the performance of the end user’s or client’sinfrastructureAccurately forecast, plan for and implement activitiesto support increasing capacity needs175

The Best NOC and Service Desk Operations Book Ever!Capacity ManagementThe outsourced service provider or internal service managermay evaluate and monitor the following internal and end useror client-impacting criteria:Application performanceWorkload performanceDemand performanceResource performanceHardware performanceIn many cases, the outsourced service provider or internalservice manager will leverage the capabilities of the RemoteMonitoring and Management tool to provide meaningfulperformance reports to assist in Capacity Managementprocesses and activities.176

The Best NOC and Service Desk Operations Book Ever!Service Continuity ManagementService Continuity ManagementRecovery from Service InterruptionIn this context, Service Continuity Management is comprisedof those processes, procedures and activities that theoutsourced service provider or internal service manageremploys to provide recovery from interruption of IT servicesand restore business process continuity for the end user orclient. Should an interruption in fact occur, Service Continuityprocesses will be followed by the outsourced serviceprovider’s or internal service manager’s NOC and Service Deskto restore normal IT and IT-supported business functions.Service Continuity Management is akin to Disaster Recoveryand a precursor to Disaster Recovery or Business ContinuityPlanning.The Service Continuity Management process insures that ITand IT-related business operations can recover in the event ofinterruption or disaster.In order to insure the high availability of IT and IT-relatedbusiness processes, and depending upon their SLA, theoutsourced service provider or the internal service managermay develop and implement strategies to insure their enduser’s or client’s service continuity in the event of interruptionor disaster. This Service Continuity process must incorporateall of the recovery steps necessary to support the restoration177

The Best NOC and Service Desk Operations Book Ever!Service Continuity Managementof critical IT services and their supported business functionsfor the end user or client.178

The Best NOC and Service Desk Operations Book Ever!Availability ManagementAvailability ManagementWhen Do You Want It?In this context, Availability Management is comprised of thoseprocesses, procedures and activities that the outsourcedservice provider or internal service manager employs to insureavailability of the end user’s or client’s IT and IT-supportedbusiness functions and services. Availability Managementrequires continual monitoring, optimizing and management ofcritical devices, operating systems, application software andservices, making a properly configured and operating RemoteMonitoring and Management tool a must to deliver servicesand insure availability cost-effectively.The Availability Management process insures the reliability,availability, serviceability, resilience and security of the enduser’s or client’s IT and IT-supported services and businessfunctions.Effective Availability Management is a requirement for theoutsourced service provider’s or internal service manager’sNOC and Service Desk to maintain end user or client SLAs.179

The Best NOC and Service Desk Operations Book Ever!Security ManagementSecurity ManagementIs Information Safe?In this context, Security Management is comprised of thoseprocesses, procedures and activities that the outsourcedservice provider or internal service manager employs to insurethe confidentiality, integrity and availability of their owninternal, as well as their end user’s or client’s information, ordata. This obviously requires securing much more than simplythe information itself, but also the physical hosts of theinformation, the means of accessing the information, thetransport of the information and the personnel authorized toaccess the information.The Security Management process insures the confidentiality,integrity and availability of information.A Security Plan establishes the level of security required tosupport the outsourced service provider’s or internal servicemanager’s internal, as well as end user or client-facing SLAs.Effective Security Management requires the establishment ofa Security Policy which defines:The relationship with the outsourced service provider’sor their end user’s or client’s general business policyCoordination with other internal and external ITprocesses180

The Best NOC and Service Desk Operations Book Ever!Security ManagementRules governing access to informationRisk assessment proceduresThe security monitoring policyThe status reporting processThe scope of the Security PlanThe structure, processes and procedures of theSecurity Management processThe resources responsible for administering theSecurity Management processThe internal and external security auditorsOther supporting resources including hardware,software and staff – including the outsourced serviceprovider’s or internal service manager’s staff as well asend user’s or client’s staffThe integrity and security of information is a top priority formany business owners and organizations. Executing aneffective Security Management process by the outsourcedservice provider or internal service manager will deliver valueto end users or clients above and beyond NOC and ServiceDesk deliverables. On the other hand, failing to deliver aneffective Security Management process may harm the enduser or client so severely that it could jeopardize thecontinuity or survivability of their business.181

The Best NOC and Service Desk Operations Book Ever!Communication ManagementCommunication ManagementCan You Hear Me Now?In this context, Communication Management is comprised ofthose processes, procedures and activities that the outsourcedservice provider or internal service manager employs to fostereffective, efficient internal and end user or client-facingcommunications.Effective Communication Management is critical inmaintaining internal efficiencies and evaluating and improvingclient satisfaction – especially for the Service Desk.In addition, since communication in all of its varied forms issuch a vital component in the creation and maintenance of apleasant work environment and culture; which is reflected inthe outsourced service provider’s or internal servicemanager’s staff’s interaction with end users or clients, it isbeneficial to help them build awareness, strengtheninterpersonal skills and reinforce best practices forcommunications through an established CommunicationManagement process.Communication Management governs the content, delivery,timing and means of delivery of all internal and externalchannels of communication within and without anorganization.182

The Best NOC and Service Desk Operations Book Ever!Communication ManagementCommunications governed by an outsourced serviceprovider’s or internal service manager’s CommunicationsManagement process may encompass:Verbal communicationso Face to faceo Telephonico VoicemailNonverbal communicationso Facial expressionso Body language/bearingo Style of dressWritten communicationso Emailo Instant Messageo Text Messageo Letterso Faxeso Reportso Minuteso Agendaso Memoso White boardso Pin up/cork boardso Written Phone messages183

The Best NOC and Service Desk Operations Book Ever!Communication Managemento Pictures/photos/imageso Websiteo NewsletterInterpersonal communications may be conducted by theoutsourced service provider’s or internal service manager’sNOC and Service Desk staff with another staff member, agroup, or an end user, client or groups of these, and thisinterpersonal communication can be delivered throughwritten, verbal and nonverbal means. Thus, the staff membermust be mindful of the following:Who they are communicating witho Roleo Statuso CultureWhat must be, or is being communicatedo Confidential/proprietary informationo Bad newso Good newso Gossipo Instructionso OtherThe delivery mechanism for the communicationo Verbalo Written184

The Best NOC and Service Desk Operations Book Ever!Communication ManagementThe manner in which the communication will bedeliveredo Face to faceo Telephonicallyo Voicemailo Email, IM, text, letter, fax, reportBased upon any combination of these comprising an everydaycommunications scenario, you can quickly appreciate thevalue of establishing rules for the transfer or dissemination ofinformation down to a granular level that may include theformatting and verbiage used in written correspondence – andeven what is appropriate to write on a white board, pin up ona cork board or send as a photo or email attachmentelectronically.This type of cultural awareness embodied in the outsourcedservice provider’s or internal service manager’scommunication protocols will establish the ground rules fortheir staff’s communications behavior and suit them wellduring their service delivery activities with end users orclients.In order to insure adherence to these protocols, theoutsourced service provider or internal service manager mustmonitor their staff’s adherence to the communications185

The Best NOC and Service Desk Operations Book Ever!Communication Managementstandards they have established through the CommunicationManagement process, and hold them accountable to them.186

The Best NOC and Service Desk Operations Book Ever!Section 5: ClientsSection 5: ClientsIn order for the outsourced service provider’s or internalservice manager’s NOC and Service Desks to deliver uniform,measurable services in adherence to established SLAs; andprovide end users or clients with a consistent, satisfactorysupport experience, they need to develop, implement andhold their staff accountable to effective qualification, onboardingand ongoing service delivery and customersatisfaction processes and procedures.187

The Best NOC and Service Desk Operations Book Ever!Client Qualifications For ServiceClient Qualifications for ServiceSetting Minimum Client Qualifications for ServiceNot all clients will qualify for the outsourced service provider’sor internal service manager’s NOC and Service Desk services –nor should they.In order for the outsourced service provider or internal servicemanager to deliver services effectively, efficiently andprofitably, not only do minimum standards need to beestablished for the IT infrastructure to be managed, but forpotential clients as well.Holding true to these client standards can mean the differencebetween building strong, growing, mutually beneficialbusiness relationships with clients – or being contractuallyobligated to deliver services to difficult, noisy, slow-payingcustomers that do not value the time, dedication and effortrequired to support their infrastructure and users.Choosing to support the wrong client will cost the outsourcedservice provider or internal service manager more time andmoney than it is worth – and burden them and their NOC andService Desk staff with unnecessary bottlenecks andfrustration.Best in class providers may consider the following whendetermining a potential client’s suitability for services:188

The Best NOC and Service Desk Operations Book Ever!Client Qualifications For ServicePrior history and experience with other providers andvendorsFinancial suitability, standing and creditworthinessYears in businessStaff attritionClient’s perception and value of the servicerelationshipExistence of, or willingness to create an IT budgetAvailability of; and direct access to, decision makersWillingness to provide necessary discovery informationand access to key staff prior to formalizing a serviceagreementWillingness to invest to bring existing IT infrastructureup to minimum standards required for serviceThe client’s history with other vendors; and specifically ITproviders, will be a good initial indicator of their perception ofthe value of support services. If they feel that the price to bepaid to maintain their infrastructure and support their users isan annoyance and necessary evil to maintain their business,and they have an unusually active history of hiring and firing ITservice providers, as well as a high staff turnover rate – theseare obvious red flags to consider.On the other hand, if the client perceives the cost ofsupporting their environment and users as an investment that189

The Best NOC and Service Desk Operations Book Ever!Client Qualifications For Serviceprovides them a competitive advantage in their industry ortarget market, and have an existing IT budget; or are willing tocreate one, these are good signs.Unfortunately, in many cases the internal service manager willnot have much influence in qualifying their own clients or endusers prior to delivering service, as their role may be tosupport their own organization’s internal infrastructure andusers. If this is the case; when faced with difficult end users orinternal decision makers, the service manager must find waysto reverse any negative end user or client perceptionsregarding their IT support services.This can also serve the outsourced service provider whendealing with difficult existing client or end user situations, butthe best way to address this potential reality is to qualifyprospects carefully to avoid engaging with difficult clients inthe first place when possible.Methods of reversing negative end user or client perceptionsmay include:Reviewing and revising end user or client-facing servicedelivery processes and procedures to improveinterpersonal effectivenessCommunicating more, and more effectively with endusers and clients190

The Best NOC and Service Desk Operations Book Ever!Client Qualifications For ServiceIncreasing anonymous customer satisfaction surveysand polling to identify areas for improvement – andimproving themSharing good news with clients and end users, such asadherence to SLAs, positive testimonials or commentsand improved customer service metricsIncreasing face-to-face strategic meetings with thedecision maker and discussing historical performance,positive improvements and future goals and plans toachieve themUnderstanding the decision maker’s monthly,quarterly, and year-over-year goals and reflectingservice alignment, support and value in helping torealize those goalsIn today’s society; where electronic communications fosteredby email, Facebooking, blogging, tweeting and texting makes iteasy to reduce verbal communications between individuals,the astute outsourced service provider or internal servicemanager will redouble their staff’s efforts at increasing theirverbal communications with end users and clients.Relationships are built and improved upon through verbalinterpersonal interaction, not electronic communications, andsince by their very nature, NOC and Service Desk services aredelivered remotely; and end users, clients and the outsourced191

The Best NOC and Service Desk Operations Book Ever!Client Qualifications For Serviceservice provider’s or internal service manager’s staff maynever have the opportunity to physically meet each other, it isvitally important to seek out ways to provide as much of ahuman touch as possible, whenever possible.192

The Best NOC and Service Desk Operations Book Ever!Infrastructure Qualifications For ServiceInfrastructure Qualifications for ServiceSetting Minimum Infrastructure Qualifications for ServiceIn order to maximize service delivery efficiencies,effectiveness, customer satisfaction and profitability,standardizing on and enforcing baseline environmentalqualifications for the type and state of hardware, operatingsystems, applications software and services supported willserve the outsourced service provider or internal servicemanager well. Although it may be more challenging for theinternal service manager to enforce some of theserequirements initially, over time it may be possible for them toestablish and achieve a baseline standard within their internalorganization.Standardizing on minimum environmental qualifications inorder to qualify for service allows the outsourced serviceprovider or internal service manager to maintain their staff’straining requirements, certification levels and supportspecializations on a specific number of products and services.Instead of trying to support everything under the sun; which isimpossible to do, and a great way to miss SLAs and erodeclient confidence and satisfaction as a result, the enforcementof minimum standards for service; along with theestablishment of supported products and services, improvesservice delivery effectiveness and customer satisfaction.193

The Best NOC and Service Desk Operations Book Ever!Infrastructure Qualifications For ServiceHardware and Hardware DevicesIn order to achieve standardization across hardware devices,the outsourced service provider or internal service managermay consider the following and establish specific baselinerequirements based upon the role of the hardware or devicein the infrastructure:Type of hardware (server, router, firewall, switch, pc,laptop, Smartphone, etc.)Brand of hardwareA specific CPU type and speedA minimum amount of physical RAMA specific amount of free HDD spaceA specific BIOS type and levelSpecific physical connectivity typesSpecific local and remote connectivity methodsSupported protocols and portsPhysical securityAccess rights and securitySpecific configurationSpecific WAN/LAN/DMZ LocationInteroperability with other local or remote devicesHardware redundancyWarranty194

The Best NOC and Service Desk Operations Book Ever!Infrastructure Qualifications For ServiceType CPU RAM HDDBIOSPhysicalConnectivityConnectivityMethodProtocols andPortsPhysicalSecurityAccess Rights Configuration LocationInteroperabilityRedundancyFigure25 – Minimum Hardware Requirements for ServiceOperating Systems and Applications SoftwareIn order to achieve standardization across operating systemand application software, the outsourced service provider orinternal service manager may consider the following andestablish specific baseline requirements based upon the roleof the operating system or application software in theinfrastructure:195

The Best NOC and Service Desk Operations Book Ever!Infrastructure Qualifications For ServiceA specific operating system type, version and patchlevel (server, desktop, Smartphone, etc.)A specific Software application type, version and patchlevel (operating system, line of business, officeproductivity, etc.)Specific configurationLocal and remote connectivity methodsSupported protocols and portsSecurity methodsInteroperability and ability to communicate with otherlocal or remote systems, services, functions, databasesand applicationsService availability and redundancyData backup, restore and business continuity processes196

The Best NOC and Service Desk Operations Book Ever!Infrastructure Qualifications For ServiceOS TypeApplicationTypeConfigurationConnectivityMethodProtocols andPortsSecurityInteroperability Availability Backup/RestoreFigure 26 – Minimum Operating System and Software Requirements forServiceServicesIn order to achieve standardization across infrastructureservices, the outsourced service provider or internal servicemanager may consider the following and establish specificbaseline requirements based upon the role of these services insupporting the infrastructure:Type of service (Telco, broadband, hosting, Co-Lo,remote backup/storage, etc.)Provider197

The Best NOC and Service Desk Operations Book Ever!Infrastructure Qualifications For ServiceSpecific configurationService availability and redundancySupport/SLACommunication and status reportingSecurity methodsInteroperability and ability to communicate with otherlocal or remote systems, services, functionsService availability and redundancyService backup, restore and business continuityprocessesService Type Provider ConfigurationAvailability /RedundancySupport/SLASecurityInteroperability Availability Backup/RestoreFigure 27 – Minimum Operating System and Software Requirements forService198

The Best NOC and Service Desk Operations Book Ever!Infrastructure Qualifications For ServiceFor a Microsoft Windows-centric environment, the outsourcedservice provider or internal service manager may establish thefollowing baseline requirements for service:All Servers with Microsoft Windows Operating Systemsmust be running Windows 2008 Server or later, andhave all of the latest Microsoft Service Packs andCritical Updates installedAll Desktop PC’s and notebooks/laptops with MicrosoftWindows operating systems must be running Windows7 or later, and have all of the latest Microsoft servicepacks and critical updates installedAll Server and Desktop Software must be genuine,licensed and vendor-supportedThe environment must have a currently licensed, upto-dateand vendor-supported server-based antivirussolution protecting all servers, desktops,notebooks/laptops, and emailThe environment must have a currently licensed, vendorsupportedserver-based backup solutionThe environment must have a currently licensed,vendor-supported hardware firewall between theinternal network and the InternetAny Wireless data traffic in the environment must besecured with a minimum of 128bit data encryption199

The Best NOC and Service Desk Operations Book Ever!Infrastructure Qualifications For ServiceThese minimum requirements serve as examples only.Ultimately; and based on a variety of factors including internalcapabilities, service deliverables and target market or client, itwill be up to the outsourced service provider or internalservice manager to determine the minimum environmentalstandards they will require in order to qualify for theirservices.200

The Best NOC and Service Desk Operations Book Ever!On-Boarding ClientsOn-Boarding ClientsThe Importance of an Effective On-Boarding ProcessOnce the decision has been made to begin service delivery fora new client, the outsourced service provider or internalservice manager must execute an effective, efficient onboardingprocess in order to meet client and end userexpectations and facilitate future service.A poorly designed and executed on-boarding process willquickly erode client and end user confidence and satisfactionand increase service delivery difficulty and cost for theoutsourced service provider or internal service manager. Nomatter how you slice it, this is not the way to begin a newclient relationship.A successful on-boarding process begins before the decision ismade to deliver services to the client.Read that again. Now think about this – it is not possible toon-board a client successfully if the outsourced serviceprovider or internal service manager does not collect therequired data in order to set up the client’s account andconfigure the Remote Monitoring and Management tool,Professional Services Automation solution, billing andcommunications systems to support them.201

The Best NOC and Service Desk Operations Book Ever!On-Boarding ClientsSome of this data-gathering occurs during the initial businessneeds analysis meeting with the client, and more is collectedduring the technology assessment of their infrastructureduring the pre-sales process. Of course, once the decision hasbeen made to deliver services to the client, more informationis gathered in order to complete the collection of datarequired to properly on-board the client.The Business Needs AnalysisEarly in the client relationship; and during the pre-salesprocess, the outsourced service provider or internal servicemanager will conduct a business needs analysis with theprospect to gather the initial background information requiredto determine whether their support needs can be met, and ifcontinuing to explore the feasibility of building a businessrelationship with them makes sense.During this phase of the relationship, high-level informationwill be collected regarding the prospect’s infrastructureincluding hardware, operating systems, application software,services and vendors. In addition, the prospect’s businessprocesses and workflows will be discussed and understood, aswell as their growth plans and business goals, along with theirbottlenecks and pain.202

The Best NOC and Service Desk Operations Book Ever!On-Boarding ClientsThis information, along with office and branch office locationand key staff, role and contact information will be gathered inpreparation for the technology assessment that must beconducted, should the decision to move forward be made.The Technology AssessmentThe technology assessment is the next step in gathering moregranular data regarding the prospect’s infrastructure in orderto document and evaluate the hardware, operating systems,application software and services utilized in the environment,as well as their operating state and role in supporting theprospect’s business processes.The outsourced service provider or internal service managerwill leverage their chosen tools and technology; including theRemote Monitoring and Management tool, in order toautomate as much of the discovery and data-gatheringprocess during the technology assessment phase as possible,and evaluate the resultant output to qualify theinfrastructure’s suitability for services.Required Infrastructure Modifications, Updates andUpgradesOnce the results of the technology assessment have beencollated, the outsourced service provider or internal servicemanager can compare the data against their established203

The Best NOC and Service Desk Operations Book Ever!On-Boarding Clientsminimum requirements to determine what modifications,updates or upgrades will need to be performed in order toqualify the environment for services.After the required infrastructure modifications, updates andupgrades have been completed, client on-boarding cancommence.The Provisioning ProcessIn this scenario, the client provisioning process is typicallycharacterized as those processes and procedures required toprepare the client, their end users and infrastructure toreceive and participate in the outsourced service provider’s orinternal service manager’s NOC and Service Desk services, andmay include collecting all of the data required, and conductingthe following activities:Set up the client’s account in the outsourced serviceprovider’s or internal service manager’s RemoteMonitoring and Management tool, ProfessionalServices Automation solution, Communication andbilling solutions, including all required supported userinformationIf the Remote Monitoring and Management tool isappliance-based, configure and deploy the applianceper manufacturer or vendor recommendations for204

The Best NOC and Service Desk Operations Book Ever!On-Boarding Clientssecure communications to and from the end user orclient location and the outsourced service provider’sor internal service manager’s NOC, Datacenter orService DeskIf the Remote Monitoring and Management tool isagent-based, configure and deploy agents as requiredto monitor managed devices, operating systems,software applications and services per manufactureror vendor recommendations and enable secureRemote Access and Control and communications toand from the end user or client location and theoutsourced service provider’s or internal servicemanager’s NOC, Datacenter or Service DeskIf applicable, initialize a discovery routine by theRemote Monitoring and Management tool to identifyall network-connected devices and their roles in theenvironment, or use other means to capture thisinformation and document it in the RMM tool andProfessional Services Automation solutionAssociate the applicable Remote Monitoring andManagement tool’s default monitoring templates toall managed devices, operating systems, softwareapplications and servicesDevelop base monitoring templates and assign themto all devices, operating systems, software205

The Best NOC and Service Desk Operations Book Ever!On-Boarding Clientsapplications and services which the RemoteMonitoring and Management tool did not identify ordoes not have a default template forConfigure, test and confirm end user’s or client’sability to generate properly formatted service requestswith all required information via email and theProfessional Services Automation solution’s ServiceDesk portalTest and confirm proper two-way communications andalerting to and from managed devices, operatingsystems, software applications and services at the enduser or client location and the outsourced serviceprovider’s or internal service manager’s NOC,Datacenter or Service DeskConfigure, test and confirm proper operation of theRemote Monitoring and Management tool’s RemoteAccess and Control function for managed devices andoperating systemsConfigure, test and confirm proper two-wayintegration with the Remote Monitoring andManagement tool; with raised alerts resulting inproperly formatted service request generationincluding end user, device and client identificationinformation included, as well as correct statusupdating and alert cancellation occurring in the206

The Best NOC and Service Desk Operations Book Ever!On-Boarding ClientsRemote Monitoring and Management tool uponservice request resolution in the Professional ServicesAutomation solutionConfigure, test and confirm proper scripting anddeployment of unattended operating system andsupported software application patches and updatesby the RMM toolConfigure, test and confirm proper scripting andexecution of unattended device and operating systemoptimization activities such as deletion of temporaryfiles and disk defragmentation by RMM toolCustomize client reports in Professional ServicesAutomation solution and testConfigure, test and confirm proper report generationand automated report delivery by the PSA solutionKey infrastructure information required by the outsourcedservice provider or internal service manager for provisioningmay include:Client contact informationServer(s) information (type, make/model, role,warranty, support, OS, version, configuration, etc.)Server application information (type, role, warranty,support, version, configuration, licensing, etc.)207

The Best NOC and Service Desk Operations Book Ever!On-Boarding ClientsServer services configuration information (IIS, DNS,DHCP, file & print, line of business, etc.)Internal Active Directory information (AD Domain,administrator account, users and computers, etc.)Network shares, security and distribution groups, etc.Line of business application information (type, role,warranty, support, version, configuration, licensing,etc.)LAN and WAN information (devices, configuration,addressing, protocols, security, etc.)External Domain Registration information (provider,account, domain name, registrar, DNS, expiration, etc.)ISP information (provider, account, configuration,expiration, etc.)Web and email hosting information (provider, account,configuration, expiration, etc.)Router, Switch, Firewall information (type,make/model, configuration, addressing, support,warranty, etc.)Anti-virus, Anti-spam and Anti-spyware information(type, vendor, role, warranty, support, version,configuration, licensing, etc.)Backup, Disaster Recovery and Business Continuityinformation (configuration, processes, etc.)208

The Best NOC and Service Desk Operations Book Ever!On-Boarding ClientsWorkstation, laptop and Smartphone information(type, role, warranty, support, version, configuration,etc.)Application and productivity software information(type, role, warranty, support, version, configuration,etc.)Printer, POS and peripheral information (networkscanners, faxes, document imaging solutions, creditcard terminals, etc.)Other network-attached device information (type,product, service, role, account, warranty, support, etc.)Vendor information (type, product, service, role,account, warranty, support, etc.)This information and more must be collected and archived inthe outsourced service provider’s or internal servicemanager’s Professional Services Automation solution in orderto provide the NOC and Service Desk all of the informationnecessary to deliver services to the client in one managedlocation.The Training ProcessPrior to service turn-up or go-live, the outsourced serviceprovider or internal service manager’s NOC and Service Deskstaff, as well as the new client and their end users need to betrained.209

The Best NOC and Service Desk Operations Book Ever!On-Boarding ClientsNOC and Service Desk Client Support TrainingPrior to service turn-up or go-live, the outsourced serviceprovider’s or internal service manager’s NOC and Service Deskteams must become familiar with the new client’sinfrastructure and its specific support requirements, alongwith any required modifications to established supportprocesses for this particular client or their end users, such ascommunication, escalation or status reporting processes.Client and End User Support TrainingPrior to service turn-up or go-live, the outsourced serviceprovider or internal service manager will typically conduct atraining or multiple training sessions to indoctrinate the clientand their end users on their NOC and Service Desk’s processesand procedures for service delivery, and set the appropriateexpectations in regards to response and incidentmanagement. Topics that may be covered during client andend user training may include:How to open a service request (email, portal, phone,etc.)Service Desk processes (incident, problem,configuration, change, risk, communication, release,service level, availability, capacity, service continuity,security, communication management, etc.)210

The Best NOC and Service Desk Operations Book Ever!On-Boarding ClientsService Desk response and incident managementspecificprocesses (issue identification, documentation,prioritization, assignment, remediation, escalation,completion, QA, closure, communication, etc.)Support tiersService Level AgreementCustomer ServiceReportingService Go-LiveAfter the outsourced service provider or internal servicemanager’s NOC and Service Desk has completed their clientspecifictraining and the client and their end users havereceived their support training, a service turn-up, or go-livedate can be established. This is the date that all systems,processes, services, NOC and Service Desk staff and the clientand their infrastructure and end users will be designated asready to participate in NOC and Service Desk maintenance andsupport services.The first thirty days after go-live with a new client will be themost critical for the outsourced service provider or internalservice manager and their staff, as this is the time when theend users will be the most critical, and need to be won over bythe new support relationship and its service deliveryprocesses. If there are too many hiccups during this sensitive211

The Best NOC and Service Desk Operations Book Ever!On-Boarding Clientsperiod, it may be difficult to recover the relationship. This iswhy it is imperative that the entire on-boarding process runsmoothly, all processes are tested and validated, all requiredinformation is collected and documented in the ProfessionalServices Automation solution and NOC and Service Desk staffand the client and their end users complete their individualon-boarding training prior to the decision to go live with theoutsourced service provider’s or internal service manager’ssupport services.212

The Best NOC and Service Desk Operations Book Ever!Delivering ServiceDelivering ServiceDay to Day Service DeliveryAlthough many of the roles, processes, procedures, activitiesand responsibilities of an outsourced service provider’s orinternal service manager’s NOC and Service Desk and theirrespective personnel are more alike than they are dissimilar,once again, the differentiator between the two is the focus oftheir responsibilities.Although the NOC’s duties and responsibilities are orientedtowards proactively managing and maintaining efficientoperating states of hardware devices, software operatingsystems and applications and insuring the continuity ofservices; and the Service Desk’s and its staff’s duties andresponsibilities are focused on managing end user incidentsand problems, they both respond to incidents and problemsthat impact these by following established service deliveryprocesses.Based on best practices for proactive and reactivemaintenance and service delivery, at a high level, the generalframework governing these processes is shared by both theNOC and Service Desk, with differences surfacing based uponspecific tasks. The following sections will reflect this similarityat a high level.213

The Best NOC and Service Desk Operations Book Ever!Delivering ServiceThe NOC Staff’s Daily DutiesThe NOC staff’s daily duties are determined by the outsourcedservice provider’s, or internal service manager’s NOCmanager, whose responsibility includes the management ofthe NOC, and the proper identification, prioritization andassignment of all alerts/service requests and proactivemaintenance duties to the appropriate queue, tier orresource.In this context, and since the outsourced service provider’s orinternal service manager’s Remote Monitoring andManagement tool’s alerts generate service requests in theProfessional Services Automation solution, the NOC staff’stypical day may resemble the following:Log in to the outsourced service provider’s or internalservice manager’s Professional Services AutomationsolutionReview all newly-assigned service requests to him/herReview any service requests previously assigned andstill open to insure they are not in danger of fallingoutside of SLA (service dispatcher and/or NOCmanager should be alerted to this status automaticallyby the PSA solution before it occurs)Work service requests in order of priorityo Accept service request and time stampo Review service request214

The Best NOC and Service Desk Operations Book Ever!Delivering Serviceo Consult information documented in PSAsolution as needed in order to perform incidentmanagemento Qualify issue to determine if it can be resolvedthrough tier 1 support within SLAo Work issue to successful resolutiono Verify issue to be resolvedo Document complete incident resolution detailsin PSA solution, mark status complete and timestampo Service request is placed in 24 hour QA statusfor monitoringo Service request is closed once issue isdetermined to be resolved If service request cannot be resolved through tier 1support, or is in danger of falling outside of SLA:o Service Request is escalated to Tier 2 andsuccessive tiers of support in accordance withoutsourced service provider’s or internalservice manager’s service delivery processAll proactive maintenance activity is also scheduled,assigned and managed in the outsourced serviceprovider’s or internal service manager’s ProfessionalServices Automation solution. Additional duties carried outby NOC staff may include:Review of monitoring reports to identify issues ortrends that may impact service or business process215

The Best NOC and Service Desk Operations Book Ever!Delivering Servicecontinuity for clients or end users in order toaddress them in advance of potential interruption;or for capacity planning purposesScript or manually deliver required hardware,operating system, application software or serviceupdates, patches and hotfixesAssist in new client on-boarding activitiesCustomize, produce and deliver performancereports to internal NOC managementModify and tune alerting and thresholds onmonitored devices, operating systems, applicationsoftware and services in order to improveeffectiveness and efficiencyManage, maintain and update internal and clientand end user infrastructure documentation,processes and procedures in PSA solutionThe Service Desk Staff’s Daily DutiesThe Service Desk staff’s daily duties are determined by theoutsourced service provider’s, or internal service manager’sService Desk manager, whose responsibility includes themanagement of the Service Desk, and the proper prioritizationand assignment of all service requests to the appropriate tier.The scheduling of all service work is ultimately theresponsibility of the Service Desk manager, but this and otherfunctions may be performed by a service dispatcher. It is the216

The Best NOC and Service Desk Operations Book Ever!Delivering ServiceService Desk manager’s ultimate responsibility to make certainthe Service Desk maintains their SLAs.In this context, a Service Desk staff’s typical day may resemblethe following:Log in to the outsourced service provider’s or internalservice manager’s Professional Services AutomationsolutionReview all newly-assigned service requests to him/herReview any service requests previously assigned andstill open to insure they are not in danger of fallingoutside of SLA (service dispatcher and/or Service Deskmanager should be alerted to this status automaticallyby the PSA solution before it occurs)Work service requests in order of priorityo Accept service request and time stampo Review service requesto Contact client or end user as needed to gatherany additional information necessary in orderto begin incident managemento Consult information documented in PSAsolution as needed in order to perform incidentmanagemento Qualify issue to determine if it can be resolvedthrough tier 1 support within SLAo Work issue to successful resolutiono Verify issue to be resolved to end user’ssatisfaction217

The Best NOC and Service Desk Operations Book Ever!Delivering Serviceo Document complete incident resolution detailsin PSA solution, mark status complete and timestampo Service request is placed in 24 hour QA status,after which the end user is contacted to verifythe issue has been resolved to their satisfactionand asked if the service request can be closedo Service request is closed If service request cannot be resolved through tier 1support, or is in danger of falling outside of SLA:o Service Request is escalated to Tier 2 andsuccessive tiers of support in accordance withoutsourced service provider’s or internalservice manager’s service delivery processAs with NOC staff, Service Desk staff will also haveadditional duties to carry out, which may include:Review of Service Desk reports to identify end useror equipment issues or trends that may impactcustomer satisfaction or service or businessprocess continuity for clients or end users in orderto proactively address themAssist in new client on-boarding activitiesCustomize, produce and deliver performancereports to internal Service Desk managementManage, maintain and update internal and clientand end user infrastructure documentation,processes and procedures in PSA solution218

The Best NOC and Service Desk Operations Book Ever!Delivering ServiceInteracting with Clients and End UsersAgain, because of the reality that Service Desk services aretypically delivered remotely; and end users, clients and theoutsourced service provider’s or internal service manager’sstaff may never have the opportunity to physically meet eachother, it is critical for the outsourced service provider’s orinternal service manager’s staff to excel at interpersonalcommunications in all forms with clients, and especially verbalcommunications with them over the phone.Adhering to the outsourced service provider’s or internalservice manager’s established communication protocols willassist in reflecting a professional, courteous, efficient imagefor end users and clients, fostering trust, loyalty and customersatisfaction over time. The following are some additional tipsfor Service Desk staff to consider when communicatingverbally with end users or clients.What To Say, What Not To Say, and How Not To Say ItBeing human like the rest of us, the outsourced serviceprovider’s or internal service manager’s staff will findthemselves in situations when speaking with a client or enduser where they might say too much, or say the wrong thing,219

The Best NOC and Service Desk Operations Book Ever!Delivering Serviceor say the right thing in the wrong way, or say the right thing,but in doing so contradict something that the client or enduser had been told previously by someone else. In any ofthese scenarios, a top-of-mind awareness and fear ofaccidentally doing any of these things during conversationswith clients or end users is required by all Service Desk staff.Here are some things to keep in mind:Be courteous and professional and ask questionspertaining to the issue at hand – steer clear of idlechit-chat and volunteering too much personalinformation like what the Service Desk staff did overthe weekend, last night, or inquiring the same of theclient or end user. This will help keep the relationshipin the proper perspectiveRefrain from volunteering potential causes of theissue, or “thinking out loud” – when the issue turnsout not to be caused by the Service Desk staff’soverheard suspicions, it may erode the perception oftheir competence by the client or end userDo not have internal discussions with other staffmembers on an open line – even though one ServiceDesk staff is handling their call professionally andfollowing communication protocol, others may fail todo so in open conversation220

The Best NOC and Service Desk Operations Book Ever!Delivering ServiceUse the hold or mute button constantly – this is thesafest way to insure the client or end user is preventedfrom hearing the wrong thing, and allows the ServiceDesk staff to focus on resolving the incident as quicklyas possible without distraction. Using mute allows theService Desk staff to monitor the line, should the clientor end user wish to volunteer any useful information,or check statusBlank the end user’s desktop during remote controlsessions whenever possible – this practice helpsreduce questions during the troubleshooting process,and the potential perception by the client or end userthat the Service Desk staff isn’t competent becausethey are investigating so many different things duringthe troubleshooting sessionDon’t tell the client or end user what you did – themore information is shared with the client or end user,the more of that information can be misinterpreted,misunderstood, or again, contradict what they weretold by someone else. Here is a great example of howto handle a call with an end user following all of thesebullet points:Example Service Request Call:221

The Best NOC and Service Desk Operations Book Ever!Delivering ServiceService Desk staff: Hi, Mary – this is Bob from the ServiceDesk. I’m calling you to follow up on the service request youopened regarding “X” – is this a good time for me totroubleshoot that with you?Mary: Hi Bob, yes this is a good time.Service Desk staff: Great, my understanding from reading theservice request notes is that ……………………. Is that correct?Mary: Yes Bob – that’s what is happening.Service Desk staff: Okay, do you mind if I start a remotedesktop sharing session with you, so I can begintroubleshooting?Mary: Sure Bob, go right ahead.Service Desk staff: Okay, Mary – I’m going to put you on mutewhile the session initiates, and pick back up when I’mconnected. Will that be okay?Mary: No problem, Bob.Service Desk staff places end user on mute while session isinitiatedService Desk staff: Okay, Mary – I’m in. Would it be ok if I takea look at a few things in order to help narrow down the cause222

The Best NOC and Service Desk Operations Book Ever!Delivering Serviceof the issue? I’ll need to blank your screen while I do so – isthat also ok?Mary: Sure, do whatever you need, Bob.Service Desk staff: Thanks, Mary. I’m also going to place youon mute for about five minutes while I troubleshoot. Wouldthat be ok? You can feel free to take a short break or grab acoffee or water…can I see you back in five?Mary: OkService Desk staff performs incident managementAfter five minutes:Service Desk staff: Hi Mary – I can hear that you’re back – areyou with me?Mary: Yes Bob, I’m here.Service Desk staff: Great. I think I may have discovered thecause of the issue, and I’ve made a few changes that I thinkwill resolve it. Is it ok with you if I place this service request ina QA status for 24 hours, and our team follows up with youtomorrow to make sure it’s resolved before we close thisservice request?223

The Best NOC and Service Desk Operations Book Ever!Delivering ServiceMary: Sure, Bob. Thank you for your help. What was theproblem? What did you do?Service Desk staff: You’re welcome, Mary – it was mypleasure. Until I’m 100% confident that the issue is resolved, Iprefer to keep from stating with absolute certainty what thecause was and the fix – you know, I could be wrong! (jokingly)How about we wait for the QA process so I can be sure, and ifyou’re still interested, we’ll be happy to share the technicaldetails with you. Is that ok?Mary: Oh sure, Bob, it’s really not that important.Service Desk staff: Ok then, Mary, I’ll document our supportsession in the notes here and place this request in our QAqueue for 24 hours. If the issue should happen to crop upagain, please let us know, ok?Mary: Sure will. Thanks again.Service Desk staff: My pleasure. Have a great day.Can you appreciate how smoothly this support session went?I’ll bet you were wondering just how in the world a ServiceDesk staff could effectively deliver a support session byblanking the user’s desktop (of course this won’t be possible inall cases), placing the end user on mute for most of it, and224

The Best NOC and Service Desk Operations Book Ever!Delivering Servicethen not sharing what the cause of the issue was, or evenbetter – what they did to resolve it.Now, if the issue does recur, and a different Service Desk staffis assigned to work on it, there is no potential for the end userto complicate the session with misheard or misinterpreteddata from the first support session. And because the servicerequest wasn’t closed, but instead placed in a QA status, withthe end user’s expectations set appropriately, the ServiceDesk staff has avoided the “you didn’t fix it the first time” or“this is the second (or third) time I’ve opened a request for thesame thing” perception, as the issue was never consideredresolved and the request was never closed.225

The Best NOC and Service Desk Operations BOOK EVER!Client SatisfactionMeasuring Client Satisfaction and Improving RetentionIf the outsourced service provider or internal service managerdoes not develop and execute a consistent, effective processto measure client and end user satisfaction in order toinstitute a continual client satisfaction improvement process,they will be doing their clients, end users and NOC and ServiceDesk staff a disservice.The only way to realize improvement in any endeavor is tomeasure performance. Just as important as it is to measureperformance of the NOC and Service Desk against SLA andother key performance metrics in order to establish a baselineand work towards improvement, it is even more important tomeasure client satisfaction.It does the outsourced service provider or internal servicemanager absolutely no good whatsoever to believe they havethe best processes and procedures for service delivery inplace, but have no way to measure their client’s or end user’ssatisfaction, and risk losing them for unknown reasons.The best way to gauge a decision maker’s satisfaction is faceto face during regular strategic meetings. It is important to setaside time specifically for measuring the client’s satisfaction,preferably at the beginning of these meetings. The outsourcedservice provider or internal service manager will want to know226

The Best NOC and Service Desk Operations Book Ever!Delivering Servicethe client’s feedback on their performance, and may askquestions such as:“On a scale of one to five, what is your overallsatisfaction level with our services?”“Can you share with me why you rated us that way,and what we can do to improve your overallsatisfaction?” Or “Are there specific areas that we canimprove on to raise your overall satisfaction level withour services?”“How would you rate your satisfaction level with ourcustomer service?”“How would you rate the overall quality of ourstrategic business relationship?”“How would you rate your level of satisfaction withthe value of our services?”“How likely would it be for you to recommend ourservices to another organization or businessacquaintance?”The best way to gauge end user satisfaction may be throughanonymous survey, and if possible, delivered via phone by anoutside 3 rd -party organization. End users tend to elaboratemore when answering survey questions verbally, as thesurveyor can drill deeper into the answers offered by the enduser respondent.227

The Best NOC and Service Desk Operations Book Ever!Delivering ServiceOther ways to gauge end user satisfaction are throughelectronic surveys, which can also be completed anonymously.Some Professional Services Automation solutions supportsurvey creation natively and enable both automatic andscheduled survey delivery and response reporting. Caution – ifa standard service request survey is delivered in an automatedfashion after every service request closure, end users willeventually cease responding to them. This is why it isimportant to create and deliver surveys purposefully andperiodically to receive the greatest response, and vary thequestions from survey to survey to maintain interest in therespondent.Surveys delivered in this fashion must be clear and specific intheir intent. For instance, is the survey gauging overallsatisfaction, or satisfaction from services received from aspecific tier, queue or individual staff member? Surveys mustalso be simple to understand and easy to respond to. Keepquestions short – one sentence; if possible, and clear. If therespondent has to figure out what the question means, thevalue of their feedback will be diminished, as each respondentwill comprehend the question differently and skew the results.The outsourced service provider or internal service managershould keep each survey brief – end users should perceive itto take only a few minutes at most to complete a survey to228

The Best NOC and Service Desk Operations Book Ever!Delivering Serviceincrease response – 5 to 10 questions at the most, if they aresimply gauging satisfaction.The outsourced service provider or internal service managershould be prepared to act on the survey responses received.Taking the time to develop and deliver surveys and collateresponses without an action plan to execute on to raise clientand end user satisfaction is pointless.Sample electronic end user satisfaction survey questions mayresemble:On a scale of 1 through 5, with 5 being highest, pleaserate your overall level of satisfaction with the ServiceDeskOn a scale of 1 through 5, with 5 being highest, pleaserate your level of satisfaction with the Service Desk’sresponse timeOn a scale of 1 through 5, with 5 being highest, pleaserate your level of satisfaction with the Service Desk’sresolution timeOn a scale of 1 through 5, with 5 being highest, pleaserate your level of satisfaction with the Service Desk’scustomer service229

The Best NOC and Service Desk Operations Book Ever!Delivering ServiceOn a scale of 1 through 5, with 5 being highest, pleaserate your level of satisfaction with the Service Desk’scommunicationsOn a scale of 1 through 5, with 5 being highest, pleaserate your level of satisfaction with the Service Desk’sperformance in keeping your systems up and runningThese survey questions are included as an example only. Theoutsourced service provider or internal service managershould carefully determine the areas of satisfaction theywould like end user feedback on and create short, easy tounderstand surveys whose questions are clear and concise,with a numeric rating system for each question in order tofacilitate analysis in a meaningful way – then act on the resultsand measure improvement over time through additionalsurveys230

The Best NOC and Service Desk Operations Book Ever!Delivering ServiceSection 6 – Hiring and Training TechnicalStaffThe following chapters will cover effective means for writingemployment ads that attract the right talent, using DISCbehavioral profiles before interviewing prospective NOC andService Desk staff to make certain the outsourced serviceprovider or internal service manager is interviewing the rightcandidates, how to interview these candidates and whichquestions to ask, along with creating an offer letter andemployment agreement and developing a compensation planand training requirements.231

The Best NOC and Service Desk Operations Book Ever!Writing Effective Employment Ads for Technical StaffWriting Effective Employment Ads for TechnicalStaffWriting an employment ad for technical staff may be the firstHR act an outsourced service provider or internal servicemanager performs in the search for talent. Let’s take amoment to understand the motivating factors behindtechnically-oriented people. Technical staff’s ideal workenvironment may include challenging technical work, ongoingtraining opportunities and a team approach to problemsolving and solution design and delivery, along withappreciation and respect for their contributions to the team;with high monetary incentives ranking lower on the list ofrequirements when seeking employment, or in their decisionto remain with their current employer. Technicians’ behaviornormally falls into the Coordinator/ Supporter/ Relater areasof a DISC (behavioral) profile. A DISC profile is a psychometrictesting technique that uses a simple questionnaire as a basisfor revealing insights into a person’s normal, adapted andwork behaviors, and we will explore utilizing DISC profiles toour advantage during the hiring process in the next chapter.Understanding these motivators for technical staff, effectiveemployment ads highlight these specific areas in the body ofthe advertisement. The ad copy writer’s job is to effectivelypromote the employment opportunity to the best technicians232

The Best NOC and Service Desk Operations Book Ever!Writing Effective Employment Ads for Technical Staffavailable. The outsourced service provider or internal servicemanager is not looking for anybody that can fog a mirror –they want seasoned technicians and engineers, whose pastperformance is an indicator of their future potential.A good new technical hire will dive right in to learning everylast detail about the outsourced service provider’s or internalservice manager’s NOC and Service Desk, and take it seriouslyto become a subject matter expert on everything theysupport. There is a clear pecking order with them, and theirrespect is earned by knowing more than they do about aparticular subject. These are the type of individuals that jumpright in to their positions soon after they are hired, and suckup information like a dry sponge.Technicians and engineers see things as black and whiteproblems to solve without a lot of emotion, and the reallygood ones can build personal relationships with clients andend users and understand that their job is to build rapportwith them to establish the trust necessary to elevate theoutsourced service provider’s or internal service manager’sNOC or Service Desk’s overall perception as that of a valuableresource that can solve their technical problems and identifysolutions to increase their efficiencies, productivity andmitigate their business pain and risk.233

The Best NOC and Service Desk Operations Book Ever!Writing Effective Employment Ads for Technical StaffThese behavioral traits are what to look for in technical staff.It can be difficult to find the right staff with the right mix oftechnical capability, customer service and desire to do the jobright the first time.But first things first – before the outsourced service provideror internal service manager has the ability to start the DISCprofiling and interview process, they need candidates. And toget candidates interested in their employment opportunitythey need to write compelling employment ads.So they need to structure the employment ad to cover thebasics, plus highlight the nuances that will attract the technicalprofessionals they seek. In the old days (pre-Internet), it wasnecessary to excel at “classified ad shorthand” for print ads inthe employment section of newspapers. This was the processwhere the ad copy writer would try to condense full wordsenough to save on the cost of the ad, while still conveying thegist of their message. Now the luxury of posting just about anysize ad through online job sites such as Monster,Careerbuilder, Dice, Hotjobs and others for a reasonable fee,in addition to having it run for months at a time, greatlyimproves the process and results. Let’s look at the basiccomponents of an employment posting for a Service Deskposition:234

The Best NOC and Service Desk Operations Book Ever!Writing Effective Employment Ads for Technical StaffCompany name and locationJob status – Full Time, EmployeeRelevant Work Experience – 3 years minimumJob Category – Service DeskCareer Level – ExperiencedJob Description – Several short paragraphs documenting thedesired candidate’s qualities, the position’s responsibilitiesand job duties (emphasis on challenging technical work,ongoing training opportunities and a team approach toproblem solving)Minimum Skills Required – A short bulleted list of requiredskills and experienceBenefits – A short paragraph detailing salary range, bonusesand other benefitsA method of contacting the companyOkay, now let’s take a look at a representative employment adthat conforms to many of the points in the above layout:Company: NameLocation: AddressStatus: Full-Time, Employee235

The Best NOC and Service Desk Operations Book Ever!Writing Effective Employment Ads for Technical StaffJob Category: Service DeskRelevant Work Experience: 3-5 YearsCareer Level: Experienced (Non-Manager)We are currently seeking a highly skilled Service Deskrepresentative with the drive and determination to help ussupport our client base. This position reports to our servicemanager. We are looking for an individual who is a problemsolverand has a proven track record of working within a teamenvironment to successfully address challenging usercomputing issues, and is accustomed to leveraging technicaltraining opportunities to improve their skills. If you have theexperience and the desire, we'd like to talk to you.Our Service Desk representatives are responsible formaintaining user uptime and improving their computingexperiences through effective remote monitoring,maintenance and problem identification and resolutionactivities, as well as growing and developing the organization’sperception with existing clients through exceptional customerservice. Candidates must be energetic and focused with astrong motivation to learn new technologies and managementand maintenance processes. This position requires dedication,persistence, follow-up, effective utilization of providedresources and unbeatable customer service.236

The Best NOC and Service Desk Operations Book Ever!Writing Effective Employment Ads for Technical StaffThis position will include identifying user problems andworking within a structured problem management andresolution process to remediate issues within establishedSLAs, and involves working with other resources and vendorsto deliver effective support services. Responsibilities includeidentifying, documenting and troubleshooting user computingissues to resolution and maintaining client satisfaction.Job duties include utilizing our remote monitoring andmanagement (RMM) and professional services automation(PSA) solutions along with other service-specific tools andtechnologies to deliver remote user support services andupdate service request information, answer technical supportcalls, assign ticket severity, prioritize work accordingly, andcollaborate and work with other staff and vendor supportresources to resolve issues. Overall relationship managementand the ability to coordinate required resources to respond tocomplex IT requirements is desired. Other requirementsinclude participating in ongoing training and attainment ofmanufacturer certifications, developing and maintainingrelationships with user and vendor contacts, and preparingand presenting service and monitoring reports tomanagement regularly.Minimum skills required:237

The Best NOC and Service Desk Operations Book Ever!Writing Effective Employment Ads for Technical StaffMinimum three years of Service Desk experienceMicrosoft Certified Professional statusExcellent knowledge of Microsoft software andtechnologiesStrong interpersonal skills required to effectivelycommunicate with users and vendorsPassion for teamwork, continuing education, problemsolving and exceptional customer serviceMust be well spoken, outgoing, organized, detailedorientated,dependable and flexibleExperience with HP, Cisco and Citrix technologies aplusValid driver's license and proof of insuranceBackground check and drug screen requiredReliable transportationThis position entails:Troubleshooting user problems over the phone andwith remote control technologiesAccurate documentation of all activities conductedThe ability to manage, maintain, troubleshoot andsupport our users’ networks, equipment, software andservicesThe ability to learn quickly and adapt to changingrequirements238

The Best NOC and Service Desk Operations Book Ever!Writing Effective Employment Ads for Technical StaffThe successful candidate must be:Professional and articulateInterpersonally adeptTechnically proficientA relationship builderA problem solverBenefits include group medical/dental insurance, paidvacation, holidays, personal & sick time and trainingreimbursement. Our generous compensation plans arestructured as salary plus bonuses for meeting utilization,compliance and customer service requirements, with initialcompensation commensurate with relevant experience.Qualified candidates please submit a current resume, alongwith salary history via emailResourcesCareerbuilder.comwww.careerbuilder.comDice.comwww.dice.com239

The Best NOC and Service Desk Operations Book Ever!Writing Effective Employment Ads for Technical StaffHotjobs.comwww.hotjobs.comMonster.comwww.monster.com240

The Best NOC and Service Desk Operations Book Ever!The Interview Process for Hiring Technical StaffUsing DISC Behavioral Profiles BeforeInterviewing CandidatesI remember clearly how hit-and-miss our success at hiring theright staff used to be before we discovered the value ofutilizing DISC behavioral profiling in our hiring process. Basedupon the groundbreaking work of William Moulton MarstonPh.D. (1893 - 1947) in the (then) emerging field of psychology,DISC measures four dimensions of normal human behavior:Dominance - relating to control, power andassertiveness (how we respond to problems orchallenges)Influence - relating to social situations andcommunication (how we influence others to our pointof view)Steadiness (submission in Marston's time) - relating topatience, persistence, and thoughtfulness (how werespond to the pace of our environment)Conscientiousness (or caution, compliance inMarston's time) - relating to structure and organization(how we respond to rules and procedures set byothers)We have not only been able to significantly improve oursuccess rate at hiring the right staff since implementing DISC241

The Best NOC and Service Desk Operations Book Ever!The Interview Process for Hiring Technical Staffprofiling, but we have used DISC profiles to help in teambuildingefforts. If you haven’t read Jim Collins’ excellent book“Good to Great”, do yourself a favor and pick up a copy. Oneof the key concepts in “Good to Great” is that of not only“getting the right people on the bus”, but “getting the rightpeople in the right seats on the bus”. DISC behavioral profileshelp us achieve both of these objectives.Based upon answering a series of twenty-four questions, eachwith the directive to choose what a candidate is “most like”and “least like”, the DISC profile will generate a voluminousreport describing the subject’s behavior with incredibleaccuracy. Here is a representative example of the types ofquestions a subject is asked to answer in a DISC profile:Each question has two answers – choose one answer thatindicates which you are Most Like, and one answer thatindicates which you are Least Like. Each question requires twochoices:242

The Best NOC and Service Desk Operations Book Ever!The Interview Process for Hiring Technical StaffMost LikeLeast LikeGentle, kindlyPersuasive, convincingxHumble, reserved, modestxOriginal, inventive, individualisticAttractive, Charming, attracts othersxCooperative, agreeableStubborn, unyieldingxSweet, pleasingxEasily led, followerxBold, daringLoyal, faithful, devoted243

The Best NOC and Service Desk Operations Book Ever!The Interview Process for Hiring Technical StaffCharming, delightfulIt seems almost unbelievable that merely completing twentyfourquestions like this can create a comprehensive behavioralprofile that we have come to rely on in each and every one ofour hiring decisions. And I’ve got to admit that when we havegone ahead and made a hiring decision in spite of some redflags uncovered by a DISC profile, we’ve always come to regretit.Here’s a sample portion of a fictitious DISC profile:Elizabeth prefers being a team player, and wants each playerto contribute along with her. Many people see her as a selfstarterdedicated to achieving results. She can be blunt andcritical of people who do not meet her standards. She mayhave difficulty dealing with others who are slower in thoughtand action. Elizabeth has the ability to question people's basicassumptions about things. She prides herself on her creativity,incisiveness and cleverness. She can be incisive, analytical andargumentative at times. She is aggressive and confident. Shetends to have a "short fuse" and can display anger ordispleasure when she feels that people are taking advantageof her. Elizabeth is forward-looking, aggressive andcompetitive. His vision for results is one of her positive244

The Best NOC and Service Desk Operations Book Ever!The Interview Process for Hiring Technical Staffstrengths. She is comfortable in an environment that may becharacterized by high pressure and is variety-oriented.Elizabeth will work long hours until a tough problem is solved.After it is solved, Elizabeth may become bored with any routinework that follows. She is logical, incisive and critical in herproblem-solving activities. She sometimes gets so involved in aproject that she tends to take charge. She usually takes timewhen confronted with a major decision; that is, she takes anunemotional approach to analyzing the data and facts. Othersmay see this as vacillating; however she is just thinkingthrough all the ramifications of her decision. Elizabeth finds iteasy to share her opinions on solving work-related problems.Sometimes she may be so opinionated about a particularproblem that she has difficulty letting others participate in theprocess. She sometimes requires assistance in bringing majorprojects to completion. She may have so many projectsunderway that she needs help from others. She likes thefreedom to explore and the authority to re-examine and retesther findings.Elizabeth tends to be intolerant of people who seemambiguous or think too slowly. She usually communicates in acool and direct manner. Some may see her as being aloof andblunt. When communicating with others, Elizabeth mustcarefully avoid being excessively critical or pushy. She tries to245

The Best NOC and Service Desk Operations Book Ever!The Interview Process for Hiring Technical Staffget on with the subject, while others may be trying to workthrough the details. She is skilled at asking informed questionsand extracting information, but for some people she may needto phrase her questions more tactfully. Her creative and activemind may hinder her ability to communicate to otherseffectively. She may present the information in a form thatcannot be easily understood by some people. Others oftenmisunderstand her great ability as a creative thinker. She isnot influenced by people who are overly enthusiastic. Theyrarely get her attention. She may display a lack of empathy forothers who cannot achieve her standards.Here are some other excerpts from Elizabeth’s DISC Profile:Value to the organization:This section of the report identifies the specific talents andbehavior Elizabeth brings to the job. By looking at thesestatements, one can identify her role in the organization. Theorganization can then develop a system to capitalize on herparticular value and make her an integral part of the team.Thinks bigForward-looking and future-orientedPresents the facts without emotionPlaces high value on timeUsually makes decisions with the bottom line in mind246

The Best NOC and Service Desk Operations Book Ever!The Interview Process for Hiring Technical StaffInnovativeAlways looking for logical solutionsInitiates activityChallenge-orientedIdeal environment:This section identifies the ideal work environment based onElizabeth's basic style. People with limited flexibility will findthemselves uncomfortable working in any job not described inthis section. People with flexibility use intelligence to modifytheir behavior and can be comfortable in many environments.Use this section to identify specific duties and responsibilitiesthat Elizabeth enjoys and also those that create frustration.Evaluation based on results, not the processNon-routine work with challenge and opportunityAn innovative and futuristic-oriented environmentProjects that produce tangible resultsData to analyzePrivate office or work areaEnvironment where she can be a part of the team, butremoved from office politicsForum to express ideas and viewpointsPerceptions:247

The Best NOC and Service Desk Operations Book Ever!The Interview Process for Hiring Technical StaffA person's behavior and feelings may be quickly telegraphedto others. This section provides additional information onElizabeth's self-perception and how, under certain conditions,others may perceive her behavior. Understanding this sectionwill empower Elizabeth to project the image that will allow herto control the situation.Self-perception:Elizabeth usually sees herself as being:PioneeringAssertiveCompetitiveConfidentPositiveWinnerOther’s perception:Under moderate pressure, tension, stress or fatigue, othersmay see her as being:DemandingNervyEgotisticalAggressive248

The Best NOC and Service Desk Operations Book Ever!The Interview Process for Hiring Technical StaffAnd, under extreme pressure, stress or fatigue, others maysee her as being: Abrasive Controlling Arbitrary OpinionatedDescriptors:Based on Elizabeth's responses, the report has marked thosewords that describe her personal behavior. They describe howshe solves problems and meets challenges, influences people,responds to the pace of the environment and how sheresponds to rules and procedures set by others.249

The Best NOC and Service Desk Operations Book Ever!The Interview Process for Hiring Technical StaffAdapted style:Elizabeth sees her present work environment requiring her toexhibit the behavior listed on this page. If the followingstatements DO NOT sound job related, explore the reasonswhy she is adapting this behavior.250

The Best NOC and Service Desk Operations Book Ever!The Interview Process for Hiring Technical StaffPrecise, analytical approach to work tasksActing without precedent, and able to respond tochange in daily workSensitivity to existing rules and regulationsLimited contact with peopleDisciplined, meticulous attention to orderHaving the ability to see the "big picture" as well as thesmall pieces of the puzzleCareful, thoughtful approach to decision makingQuickly responding to crisis and change, with a strongdesire for immediate resultsAnticipating and solving problemsPersistence in job completionDealing with a wide variety of work activitiesCalculation of risks before taking actionAccurate adherence to high quality standardsKeys to motivating:Elizabeth wants:251

The Best NOC and Service Desk Operations Book Ever!The Interview Process for Hiring Technical StaffEvaluation on not only the results achieved, but thequality of the work and the price she paid forperformanceSincere appreciation for achievements--may interpretas manipulation if overdoneTo explore new ideas and authority to test her findingsTo be part of a quality-oriented work groupSupport staff to do detail workTo know the agenda for the meetingNew challenges and problems to solveFreedom from controls that restrict her creativityTo be seen as a leaderPrestige, position and titles so she can control thedestiny of othersMeetings that stay on the agenda, or reasons forchanging the agendaKeys to managing:Elizabeth needs:To know results expected and to be evaluated on theresultsTo adjust her intensity to match the situationTo be more cooperative with other team membersA program for pacing work and relaxingTo analyze constructive criticism to see if it's true andhow it may be impacting her career252

The Best NOC and Service Desk Operations Book Ever!The Interview Process for Hiring Technical StaffTo display empathy for people who approach lifedifferently than she doesTo understand that her tendency to tell it like it is mayreduce performance rather than raise it with somepeopleTo understand her role on the team--either a teamplayer or the leaderTo negotiate commitment face-to-faceAppreciation of the feelings of othersTo be objective and listen when others volunteerconstructive criticismThe opportunity to ask questions to clarify ordetermine whyAreas for improvement:In this area is a listing of possible limitations without regard toa specific job. Review with Elizabeth and cross out thoselimitations that do not apply. Highlight 1 to 3 limitations thatare hindering her performance and develop an action plan toeliminate or reduce this hindrance.Elizabeth has a tendency to:253

The Best NOC and Service Desk Operations Book Ever!The Interview Process for Hiring Technical StaffHave no concept of the problems that slower-movingpeople may have with her styleBe inconsistent because of many stops, starts andever-changing directionSet standards for herself and others so high thatimpossibility of the situation is common placeHave difficulty finding balance between family andworkHave trouble delegating--can't wait, so does it herselfI hope by now you can see how extremely valuable this tool is,and why we choose to include it as a requirement during ourhiring process.So how exactly do we use the DISC profile? Well, we willreview all of the resumes that come in for a particular jobposting, and then determine who our top candidates are.After this, we will conduct a quick phone interview with eachcandidate, and the ones that make it to the next cut will beemailed a link to take our DISC behavioral profile online. Wethen review the resultant report, and decide who to call in forin-person interviews.For technical staff candidates, in addition to the standard DISCbehavioral profile, we will also have them take a specializedversion of the DISC profile, called the Personal Talent Skills254

The Best NOC and Service Desk Operations Book Ever!The Interview Process for Hiring Technical StaffInventory (PTSI). The PTSI is an objective analysis of thecandidate’s understanding of themselves, their strengths andtheir weaknesses. An individual’s talents and personal skillsare a fundamental and integral part of who they are. The PTSIdescribes what an individual “can do” in 23 capacities, orpersonal skills, related to the business environment.The PTSI is designed to capture how people see themselvesand the world around them. To do this, it measures a personfrom two perspectives, external and internal, and in sixdimensions, three in each perspective.External:Empathetic Outlook ⇒ Judgment of peoplePractical Thinking ⇒ Judgment of tasksSystems Judgment ⇒ Judgment of systemsInternal:Sense of Self ⇒ Judgment of beingRole Awareness ⇒ Judgment of doingSelf Direction ⇒ Judgment of becomingThe PTSI report provides a ranking of personal skills thatdescribe an individual’s potential for workplace performanceby determining their capability in several areas. After255

The Best NOC and Service Desk Operations Book Ever!The Interview Process for Hiring Technical Staffanalyzing the clarity, bias and intensity of each of the sixdimensions, one can begin to understand an individual’s selfview and world view, gaining true insight into the internal andexternal perspectives that affect superior performance.Understanding problem-solving techniques, and the ability toimplement them effectively during service delivery, is how wedefine a successful technical resource. We utilize the PTSI toidentify a candidate’s problem-solving strengths andweaknesses and their ability to perform these functions in theworkplace.The following is a sample of the results from a fictitious PTSI:256

The Best NOC and Service Desk Operations Book Ever!The Interview Process for Hiring Technical StaffName: ElizabethWorld ViewThis is how Elizabeth sees the world around her. This viewmeasures her clarity and understanding of people, tasks andsystems. It could also be looked at in terms of feeling, doingand thinking from an external standpoint. The statementsbelow are based primarily on the 3 dimensions on the left sideof the dimensional balance page and are in a random order.Elizabeth may benefit from improving her relationshipswith authority figuresShe needs an environment in which contributions arerecognized, properly rewarded, and appreciated.She has the ability to become action-oriented in orderto complete the task at handShe performs best in an atmosphere where there is anopen exchange of ideas and where feedback is readilyavailable.Elizabeth can be versatile and can adapt to differenttypes of people and changing situationsShe may benefit from understanding the importance ofinterpersonal relationshipsShe needs an atmosphere that has structure and adefined chain of command257

The Best NOC and Service Desk Operations Book Ever!The Interview Process for Hiring Technical StaffShe understands how to deal with ideas, knowledge,and systemsElizabeth has the ability to use her people skills inorder to relate to othersSelf ViewThis is how Elizabeth sees herself. This view measures herclarity and understanding of herself, her roles in life and herdirection for the future. The internal dimensions are areflection of her from both personal and professionalviewpoints. The statements below are based primarily on the3 dimensions on the right side of the dimensional balancepage and are in a random order.Elizabeth tends to use her internal awareness toachieve the desired outcome during the process of arole changeShe may apply her life planning skills for personalgrowthShe has a grasp of her actual and potentialaccomplishments, life roles and activitiesShe has achieved a moderate level of selfunderstandingElizabeth believes that her own worth is based equallyon her sense of self, her life roles, and growing as aperson258

The Best NOC and Service Desk Operations Book Ever!The Interview Process for Hiring Technical StaffShe may focus on gaining information to clearlyenvision herself in the futureShe could get into a comfort zone which could restricther from developing or applying more of her potentialShe tends to have a balanced understanding of herself,her roles and her future developmentElizabeth tends to be adaptable, depending on what iscalled for in the current situationAs you can tell, this portion of the PTSI provides a goodunderstanding of a candidate’s perceptions of not onlyexternal environments such as the workplace, but ofthemselves as well, and can also be utilized as a tool toimprove an existing technical candidate’s skills orinterpersonal relationships with others. The following sectionillustrates the PTSI’s findings of a candidate’s critical successskills in a visually appealing manner, and ranks the candidate’sresponses against the population:259

The Best NOC and Service Desk Operations Book Ever!The Interview Process for Hiring Technical StaffCritical Success Skills260

The Best NOC and Service Desk Operations Book Ever!The Interview Process for Hiring Technical Staff261

The Best NOC and Service Desk Operations Book Ever!The Interview Process for Hiring Technical StaffThe General Employment Skills Summary262

The Best NOC and Service Desk Operations Book Ever!The Interview Process for Hiring Technical StaffGetting Results263

The Best NOC and Service Desk Operations Book Ever!The Interview Process for Hiring Technical StaffAs you can see from these graphical representations, Elizabethconsistently scored highly in almost every area of the PTSI.Based upon the information reflected in this Personal TalentSkills Inventory, along with an evaluation of Elizabeth’s DISCbehavioral profile, it’s immediately apparent that she wouldmake a good candidate for a position on our technical team.The Interview Process for Hiring Technical StaffNow that we’ve reviewed the DISC behavioral profile andPersonal Talent Skills Inventory results of our top candidates,we can decide which of these merit an in-person interview.Note that we have minimized much of the effort we used toexpend when hiring staff in the old days. Those were the dayswhen candidates would show up to our offices after sending ina resume that looked promising, and we’d take lots and lots oftime out of our busy schedules to interview them. And guesswhat? Many of the interviews for technical positions wentreally well – making it difficult for us to choose the rightcandidate.264

The Best NOC and Service Desk Operations Book Ever!The Interview Process for Hiring Technical StaffAlways remember to keep in mind the candidate’s currentemployment situation during the interview and hiring process,and ask pointed questions regarding their prior and currentemployment history. A great technical candidate should notcurrently be out of work, unless there is a very compellingreason for it. It’s simple logic to assume that successful,aggressive and motivated technical resources worth their saltshould currently be employed. And if they are successful, theyshould look and act the part. A good candidate realizes thevalue of first impressions and follow-up. If they’re not dressedto impress, and speak confidently and articulately duringinterviews, that’s strike one. If they don’t initiate good followupafter interviews, that’s strike two. If they are notresponsive to your attempts at contact after interviews, that’sstrike three.Successful technical candidates will have a firm knowledge oftheir history at previous employers, and be able tocommunicate their skill set, certifications and technicalexperience, in addition to their salaries and bonus plans forthe past 3 years. We’re also going to ask them specificquestions about their daily duties, roles and responsibilities,and how much of their compensation was based uponmeeting quotas for utilization, billing, client satisfaction andadhering to SLAs, and how often they failed to achieve them.265

The Best NOC and Service Desk Operations Book Ever!The Interview Process for Hiring Technical StaffIf they stutter or stammer, or begin tap-dancing during thisline of questioning, that’s a red flag. And as with any potentialhire, spotty or short tenure at previous employers is always amatter for concern. Read between the lines of the candidate’sresume, and don’t be afraid to ask the tough questions – bedirect and look for the same in return. If you’re not good atconfrontation, for Pete’s sake, please have someone elseperform these initial interviews for you. The ultimateeffectiveness of your service delivery begins with the decisionsyou make during the hiring process.Let’s take a look at areas to evaluate when interviewing atechnical staff candidate (depending upon their experienceand areas of expertise, an experienced technical person willqualify themselves by answering the following questionssuccessfully):Ask the candidate to verbalize their basic problemmanagement and resolution strategyIs the candidate experienced and trained in PSAs,trouble-ticketing systems and RMM solutions? If so,ask them to describe which ones and their experiencewith them.How does the candidate keep up with newtechnology?What are the candidate’s certifications?266

The Best NOC and Service Desk Operations Book Ever!The Interview Process for Hiring Technical StaffWhat are the candidate’s existing utilization numbersat their current/recent position?How many service requests does the candidate closeper day/week/month at their current/recent position?What is the candidate’s current/recent job title andfunction?Does the candidate have experience providingproactive, reactive support, or both?What percentage of time does the candidate provideremote support at their current/recent position?What percentage of time does the candidate provideonsite support at their current/recent position?Does the candidate have experience with producingservice reports?Ask the candidate to describe successful methodsthey’ve used to calm an irate user or client withspecific examplesAsk the candidate to provide a history of the hardwarethey have worked with and to rank their expertise insameAsk the candidate to provide a history of the softwarethey have worked with and to rank their expertise insameAsk the candidate to provide a history of the solutionsthey have worked with and to rank their expertise insame267

The Best NOC and Service Desk Operations Book Ever!The Interview Process for Hiring Technical StaffAsk the candidate to provide a history of the vendorsthey have worked with and to describe theirrelationshipWhat metrics is the candidate’s measured by in theircurrent/recent position and how often do they exceedthem?What support tier does the candidate currentlyparticipate in at their current/recent position?How many other technical resources comprise thecandidate’s business unit at their current/recentposition?What percentage of time does the candidate spendmentoring other technical resources at theircurrent/recent position?What percentage of time does the candidate spendtroubleshooting an issue before deciding to escalate it?Has the candidate ever managed a team of resources?If so, ask them to describe these situations, their roleand responsibilities and success at achieving theirobjective.Verbalize several support scenarios specific to theposition the candidate is interviewing for, and askthem how they would approach and resolve themFor an exhaustive list of technical questions to ask thecandidate, browse to the following links at Daniel Petri’sexcellent IT Knowledgebase:268

The Best NOC and Service Desk Operations Book Ever!The Interview Process for Hiring Technical StaffNetworking:http://www.petri.co.il/mcse_system_administrator_networking_interview_questions.htmActive Directory:http://www.petri.co.il/mcse_system_administrator_active_directory_interview_questions.htmMicrosoft Exchange:http://www.petri.co.il/mcse-system-administratorexchange-interview-questions.htmPC Support:http://www.petri.co.il/mcse-system-administrator-pctechnician-interview-questions.htmThe interview questions contained at the links above on thePetri Knowledgebase are comprehensive – take a look at thesewhen developing your interview and testing process for newtechnical hires and don’t reinvent the wheel.Based upon review of the Personal Talent Skills Inventory andcandidate’s performance during the initial interview,determine whether the candidate can qualify to join yourtechnical staff, once they understand your particularprocesses and procedures, tools and technology.These are the technical-specific areas we will cover during theinitial live interview with all candidates, as well as the269

The Best NOC and Service Desk Operations Book Ever!The Interview Process for Hiring Technical Stafftechnical-specific activities they will be asked to performduring the interview (such as taking a written technical test ortroubleshooting a test pc, server or network “sabotaged” forthis purpose). The best technical candidates will rise to the topof the list naturally. But let me throw out a cautionary notehere – we don’t want to make the mistake of hiring the bestcandidate of the bunch just because they are the bestcandidate of the bunch. We’ve got to hire the best candidatefor our organization. This means we must be prepared tointerview many candidates before making the commitment tohire and train one.Some general questions we would also like to have answeredinclude:What do you know about our company?o What we are gauging here is their preparationfor the interview – a good candidate wouldhave researched our website, at the very leastTell me a little bit about yourself and your previousemployment historyo What we are looking for is a brief description oftheir work history & skills, a narrative of theirpersonal and professional experiences270

The Best NOC and Service Desk Operations Book Ever!The Interview Process for Hiring Technical StaffWhat are some of your strengths?o This question should not be difficult for thecandidate to answerWhat are some of your weaknesses?o A good candidate should not have any troublenaming 3 weaknesses – give them plenty oftime to answerWhat do you see yourself doing in 3 years? …. howabout in 5 years?o Is the candidate a goal-setter?Tell me about a time when you made a mistake with aclient and what steps you took to resolve the issueo Look for awareness of fallibility, and gauge thecandidate’s problem-resolution techniqueWhat do you get excited about? …. What upsets you?What situations make you lose your temper?o These last two questions are more personal innature, and will be explored in more detailwhen discussing the candidate’s DISC Profilewith themWhat was one of your greatest successes?What are 3 things you do extremely well?o A solid candidate will have no troubleanswering these questionsWhat are 3 things that you need to improve on?o A good candidate should not have any troublenaming all 3 things – give them plenty of timeto answer271

The Best NOC and Service Desk Operations Book Ever!The Interview Process for Hiring Technical Staff In a group or team what position do you take on –leader, coordinator or support?o We’re looking for natural leaders here Tell us about a team you have worked ino What we are looking for is what their role was,again to determine if they are a leader,facilitator, or socializerWhat are three positive things your last boss would sayabout you?o A good candidate should have no problemanswering this questionHow much guidance and management do you like?o We are trying to determine how independentthe candidate isHow much do you feel you need?o A good candidate will be able to verbalize whenthey need directionWhat type of people do you work best with?o This may elicit a canned response, but we mayalso get a nugget of insight if the person replies,"People who aren’t idiots."If budgets were of no concern at your current orprevious employer, what would be the first thing youwould spend money on and why?272

The Best NOC and Service Desk Operations Book Ever!The Interview Process for Hiring Technical Staffo The answer to this question gives an insight asto how involved the person was at theirprevious job. How quickly candidate respondslets us know how much thought they’ve putinto this subject in the past.Can you send us an example of something you’vewritten – a quote or proposal?o We need to gauge the candidate’s ability towrite quotes and proposals, if requiredIs there anything that would interfere with yourregular attendance?o A boilerplate question which may reveal anypersonal conflictsWhat would your perfect job look like?o This is the candidate’s opportunity to push theenvelope, and test our response – the moredescriptive, the betterWhy should we hire you? …. What makes you morequalified than the other applicants?o This is the candidate’s opportunity to sell usand try to close the positionWhat skills do you possess that you think wouldbenefit our company? ….How do you see yourselffitting in?o A follow-up on the previous line of questioning273

The Best NOC and Service Desk Operations Book Ever!The Interview Process for Hiring Technical StaffRate yourself on a scale of 1-10 on Word, Excel,PowerPoint, Outlook, Vista…o We’re looking for the candidate’s proficiencywith our basic office applicationsHow do you respond to pressure & deadlines?o There isn’t a specifically wrong answer here,but we’re looking for the candidate’s copingmechanism – we might hear: “It stresses meout when…”, to which our follow-up would be:“How do you deal with it”?, to which theymight answer: “I just get out of the office for afew minutes, and take a walk to clear my head”If you could start your career again, what would you dodifferently?o We’re looking for an honest appraisalHow would you describe your personality?o Easy going, problem solver, director, like talkingto people, make friends easily, etc.What is your favorite movie of all time? Why?o Just a question to loosen up the mood, wemight find a common interest and chat for a bitDescribe a time when you made a client/clientextremely happy?o A positive, reinforcing questionDo you mind if we call your former employer?274

The Best NOC and Service Desk Operations Book Ever!The Interview Process for Hiring Technical Staffo A good reason for a negative answer here mustbe offeredWhy are you considering a career change at this time,or leaving your current position?What do you like and dislike about your currentposition?o A couple of basic interview questions meant toprovide insight into the candidate’s currentstate of mind and desiresWhat about this position do you find the mostappealing? .... Least appealing?o We’re looking for something in addition to thecompensationIn your present position, what internal problems haveyou identified and taken action to fix?o We’re gauging how deeply the candidate caresto involve themselves as a change agent for thebenefit of others besides themselvesWhat kind of feedback have you received from pastclients?o Expect positive reviews hereHow have you handled negative feedback from clients,or team members?o We’re looking for a truthful response here – askfor a specific incident275

The Best NOC and Service Desk Operations Book Ever!The Interview Process for Hiring Technical StaffGive an example of a time where there was a conflictin a team/group that you were involved in and how itwas resolved.o What did they do, how did they handle it?What we are looking for is the ability to gostraight to the source. Telling the boss rightaway, without telling the person concerned orignoring the situation and hoping it will go awayare not good signs.Do you have any questions for us?o A good candidate will always have questionsThese are all excellent questions to pose to potentialcandidates for our technical position. I’m certain you can nowsee why we don’t just interview anyone that can fog a mirror –the interview and hiring process is lengthy, and deservedly so– we need to be absolutely certain to do everything in ourpower to minimize the possibility of hiring the wrong person.If we’re going to spend the considerable time and money tohire and train a new technical person, we want an excellentreturn on our investment.So let’s say we’ve found one or two candidates that we feelhave the “right stuff”, and would be a positive addition to ourteam. Our next step is to schedule an interview with anothermember of our organization. At MSPU, all job candidates for276

The Best NOC and Service Desk Operations Book Ever!The Interview Process for Hiring Technical Staffkey roles are interviewed by either I or my business partner. Ifthey are a technical candidate, I perform the first liveinterview, and if they are a sales and marketing candidate,Gary performs the first live interview. Then we swap roles, soGary gets to perform the second live interview with alltechnical candidates, and I do the same for the sales andmarketing candidates. This second interview will eithervalidate or solidify the decision to hire a candidate, or not.Like it or not, unless we’re a seasoned HR or hiringprofessional, sometimes it’s difficult to be completelyobjective during the interview and hiring process. This iswhere having another trusted individual available to comparenotes with can be invaluable – especially in situations whenthere needs to be a “tie-breaker” – two equally qualifiedcandidates that we may find challenging to choose between.In addition, when I’m the second interviewer, I know that thecandidate has already passed muster in order to get to me, soI begin exploring other areas that the first interviewer may nothave covered – to answer questions about compatibility (willthe candidate be able to fit into our culture), and I try to gaugefrom a gut feeling (I know, the DISC profile doesn’t lie!) andcomfort level my impression of how easy it will be to workwith and integrate the candidate into our organization. I’ll askquestions specifically intended to reveal the more personalside of the candidate, like what their taste in movies or T.V.277

The Best NOC and Service Desk Operations Book Ever!The Interview Process for Hiring Technical Staffshows is, what they do for recreation, and ask them abouttheir immediate family, as well as their parents and theirbackgrounds; to get an idea of their stability and supportsystem, and attempt to uncover any stressors that may affectperformance on the job. This is all carried out in a friendly,conversational, “get to know me” manner, where I will sharepersonal information with the candidate myself, a la HannibalLecter in Silence of the Lambs “…quid pro quo, Clarisse….”If the candidate stands a good chance of joining the team, it’simportant to begin building a relationship early on. If we reallywant to win over a candidate, we need to show them thehuman side of our organization, as well as the careeropportunity. Assuming the second interview goes well, wenow have a green light to formalize an offer to the successfulcandidate. During the first interview, items such ascompensation and duties and responsibilities would naturallyhave been discussed, as well as a projected start date ofemployment, should the candidate be awarded the position.It’s now time to formalize our offer to the successfulcandidate by means of an offer letter.278

The Best NOC and Service Desk Operations Book Ever!The Offer LetterThe Offer LetterThe offer letter will detail our intent to hire the candidate,what their roles and responsibilities will be, as well as theircompensation, bonus and benefits plan. As with any and allforms used in your business practice, please consult with yourlegal advisor before relying on them.Let’s take a look at a standard offer letter:Offer of Employment and Employment ContractMonday, September 1 st , 2013(Employee’s Name)(Employee’s Address)Dear (Employee Name);We are pleased to offer you a position with (“Company”). Yourstart date, manager, compensation, benefits, and other termsof employment will be as set forth below and on EXHIBIT A.TERMS OF EMPLOYMENT279

The Best NOC and Service Desk Operations Book Ever!The Offer Letter1. Position and Duties. Company shall employ you, and youagree to competently and professionally perform such dutiesas are customarily the responsibility of the position as setforth in the job description attached as EXHIBIT A and asreasonably assigned to you from time to time by yourManager as set forth in EXHIBIT A.2. Outside Business Activities. During your employment withCompany, you shall devote competent energies, interests, andabilities to the performance of your duties under thisAgreement. During the term of this Agreement, you shall not,without Company’s prior written consent, render any servicesto others for compensation or engage or participate, activelyor passively, in any other business activities that wouldinterfere with the performance of your duties hereunder orcompete with Company’s business.3. Employment Classification. You shall be a Full-TimeEmployee and shall not be entitled to benefits except asspecifically outlined herein.4. Compensation/Benefits.4.1 Wage. Company shall pay you the wage as set forthin the job description attached as EXHIBIT A.280

The Best NOC and Service Desk Operations Book Ever!The Offer Letter4.2 Reimbursement of Expenses. You shall bereimbursed for all reasonable and necessary expensespaid or incurred by you in the performance of yourduties. You shall provide Company with originalreceipts for such expenses.4.3 Withholdings. All compensation paid to you underthis Agreement, including payment of salary andtaxable benefits shall be subject to such withholdingsas may be required by law or Company’s generalpractices.4.4 Benefits. You will also receive Company’s standardemployee benefits package (including healthinsurance), and will be subject to Company’s vacationpolicy as such package and policy are in effect fromtime to time.5. At-Will Employment. Either party may terminate thisAgreement by written notice at any time for any reason or forno reason. This Agreement is intended to be and shall bedeemed to be an at-will employment Agreement and does notconstitute a guarantee of continuing employment for anyterm.6. Nondisclosure Agreement. You agree to sign Company’sstandard Employee Nondisclosure Agreement, Non-Compete281

The Best NOC and Service Desk Operations Book Ever!The Offer Letterand Proprietary Rights Assignment as a condition of youremployment. We wish to impress upon you that we do notwish you to bring with you any confidential or proprietarymaterial of any former employer or to violate any otherobligation to your former employers.7. Authorization to Work. Because of federal regulationsadopted in the Immigration Reform and Control Act of 1986,you will need to present documentation demonstrating thatyou have authorization to work in the United States.8. Further Assurances. Each party shall perform any and allfurther acts and execute and deliver any documents that arereasonably necessary to carry out the intent of thisAgreement.9. Notices. All notices or other communications required orpermitted by this Agreement or by law shall be in writing andshall be deemed duly served and given when deliveredpersonally or by facsimile, air courier, certified mail (returnreceipt requested), postage and fees prepaid, to the party atthe address indicated in the signature block or at such otheraddress as a party may request in writing.10. Governing Law. This Agreement shall be governed andinterpreted in accordance with the laws of the State ofCalifornia, as such laws are applied to agreements between282

The Best NOC and Service Desk Operations Book Ever!The Offer Letterresidents of California to be performed entirely within theState of California.11. Entire Agreement. This Agreement sets forth the entireAgreement between the parties pertaining to the subjectmatter hereof and supersedes all prior written agreementsand all prior or contemporaneous oral Agreements andunderstandings, expressed or implied.12. Written Modification and Waiver. No modification to thisAgreement, nor any waiver of any rights, shall be effectiveunless assented to in writing by the party to be charged, andthe waiver of any breach or default shall not constitute awaiver of any other right or any subsequent breach or default.13. Assignment. This Agreement is personal in nature, andneither of the parties shall, without the consent of the other,assign or transfer this Agreement or any rights or obligationsunder this Agreement, except that Company may assign ortransfer this Agreement to a successor of Company’s business,in the event of the transfer or sale of all or substantially all ofthe assets of Company’s business, or to a subsidiary, providedthat in the case of any assignment or transfer under the termsof this Section, this Agreement shall be binding on and inureto the benefit of the successor of Company’s business, and the283

The Best NOC and Service Desk Operations Book Ever!The Offer Lettersuccessor of Company’s business shall discharge and performall of the obligations of Company under this Agreement.14. Severability. If any of the provisions of this Agreement aredetermined to be invalid, illegal, or unenforceable, suchprovisions shall be modified to the minimum extent necessaryto make such provisions enforceable, and the remainingprovisions shall continue in full force and effect to the extentthe economic benefits conferred upon the parties by thisAgreement remain substantially unimpaired.15. Arbitration of Disputes. Any controversy or claim arisingout of or relating to this contract, or the breach thereof, shallbe settled by arbitration administered by the AmericanArbitration Association under its National Rules for theResolution of Employment Disputes, and judgment upon theaward rendered by the arbitrator(s) may be entered by anycourt having jurisdiction thereof.We look forward to your arrival and what we hope will be thestart of a mutually satisfying work relationship.Sincerely,MSP UniversityBy: __________________________MSPU Authorized Representative284

The Best NOC and Service Desk Operations Book Ever!The Offer LetterAcknowledged, Accepted, and AgreedDate: _____________By: __________________________EmployeeOnce the employee signs the Offer Letter, they will haveformally agreed to the terms and conditions of ouremployment as described. An EXHIBIT A would follow thisagreement, stipulating the employee’s job description, dutiesand compensation. Let’s review an example EXHIBIT A:Exhibit “A”Job Description – Service Desk AnalystStart Date Is Monday, September 4, 2013285

The Best NOC and Service Desk Operations Book Ever!The Offer LetterThis position will require, but not be limited to the followingEssential Responsibilities:Provide remote and onsite desktop, laptop, server andnetwork problem management and resolution servicesto clients and end users via Company’scommunications and remote and onsite supportsolutions, processes and proceduresIdentify, document, prioritize, troubleshoot andescalate service requests per Company’s problemmanagement and resolution processes and SLAsPerform proactive maintenance of client and end userhardware, software and services per Company’sestablished processes and best practicesMaintain and pursue I.T. training competencies andcertifications per Company’s established trainingschedule and requirementsMaintain Company standards for client satisfaction,utilization and compliance policiesUtilize Company’s PSA and RMM solutions perCompany’s established processes to delivermaintenance and problem management andresolution services to clients and end users286

The Best NOC and Service Desk Operations Book Ever!The Offer LetterInterface with clients, end users and vendor supportresources as needed to deliver services withinestablished SLAsMaintain communication with all affected partiesduring problem management and resolution perCompany’s established processes and proceduresBase Salary for this position will be ($) per year.Eligibility to participate in quarterly bonuses will bedetermined by meeting established Company utilization,process and policy compliance, attainment of training andcompetencies/certifications, adherence to SLAs and customerservice performance metrics:Utilization requirement score: (%)Process and policy compliance score: (%)Attainment of competencies: (%)Adherence to SLAs score: (%)Customer service score: (%)Of course, your particular business model, products, servicesjob requirements and compensation schedules will dictatehow you structure EXHIBIT A.287

The Best NOC and Service Desk Operations Book Ever!The Employment AgreementThe Employment AgreementAs part of the HR and hiring process, we are going to requireour new technical person to sign an employment agreement.The employment agreement will detail the technical person’sjob title and duties and responsibilities, and will contain nondisclosureand non-compete language in order to protectourselves from the potential for one of our competitors tohire our technical person away at some later date, andleverage our business plans, processes or other intellectualproperty against us. Depending upon your local or state laws,NDA and non-compete language and/or agreements will needto be tailored specifically to protect your rights in a court oflaw. As with any and all forms used in your business practice,please consult with your legal advisor before relying on them.Let’s take a look at a standard Employment Agreement:EMPLOYMENT AGREEMENTThis Employment Agreement (this "Agreement") is madeeffective by and between Company name , of full address toinclude zip code(employee’s name) ("Employee"), of(employee’s address).288

The Best NOC and Service Desk Operations Book Ever!The Employment AgreementA. Company name is engaged in the business of ProvidingInformation Technology Services. Employee willprimarily perform the job duties at full addressB. Company name desires to have the services ofEmployee.C. Employee is willing to be employed by CompanyName.Therefore, the parties agree as follows:1. EMPLOYMENT. “Company Name” shall employ Employeeas a (job title). Employee shall provide to MSPU the followingservices: duties as needed. Employee accepts and agrees tosuch employment, and agrees to be subject to the generalsupervision, advice and direction of “Company name” and itssupervisory personnel. Employee shall also perform (i) suchother duties as are customarily performed by an employee ina similar position, and (ii) such other and unrelated servicesand duties as may be assigned to Employee from time to time.2. BEST EFFORTS OF EMPLOYEE. Employee agrees to performfaithfully, industriously, and to the best of Employee's ability,experience, and talents, all of the duties that may be requiredby the express and implicit terms of this Agreement, to the289

The Best NOC and Service Desk Operations Book Ever!The Employment Agreementreasonable satisfaction of “Company name”. Such duties shallbe provided at such place(s) as the needs, business, oropportunities may require from time to time.3. EXPENSE REIMBURSEMENT. “Company name” willreimburse Employee for "out-of-pocket" expenses incurred byEmployee in accordance with policies in effect from time totime.4. RECOMMENDATIONS FOR IMPROVING OPERATIONS.Employee shall provide “Company name” with all information,suggestions, and recommendations regarding MSPU’sbusiness, of which Employee has knowledge, which will be ofbenefit to“Company name”.5. CONFIDENTIALITY. Employee recognizes that “Companyname” has and will have information regarding the following:- inventions- products- product design- processes- technical matters- trade secrets290

The Best NOC and Service Desk Operations Book Ever!The Employment Agreement- copyrights- client lists- prices- costs- discounts- business affairs- future plans- marketing plans and methods- communications- meetings- conversations- training- emails- faxes- documents- wage and compensation information291

The Best NOC and Service Desk Operations Book Ever!The Employment Agreement- disciplinary actions- policiesand other vital information items (collectively, "Information")which are valuable, special and unique assets of “Companyname”. Employee agrees that Employee will not at any timeor in any manner, either directly or indirectly, divulge,disclose, or communicate any Information to any third partywithout the prior written consent of “Company name”.Employee will protect the Information and treat it as strictlyconfidential. A violation by Employee of this paragraph shallbe a material violation of this Agreement and will justify legaland/or equitable relief.6. UNAUTHORIZED DISCLOSURE OF INFORMATION. If itappears that Employee has disclosed (or has threatened todisclose) Information in violation of this Agreement,“Company name” shall be entitled to an injunction to restrainEmployee from disclosing, in whole or in part, suchInformation, or from providing any services to any party towhom such Information has been disclosed or may bedisclosed. “Company name” shall not be prohibited by thisprovision from pursuing other remedies, including a claim forlosses and damages.292

The Best NOC and Service Desk Operations Book Ever!The Employment Agreement7. CONFIDENTIALITY AFTER TERMINATION OF EMPLOYMENT.The confidentiality provisions of this Agreement shall remainin full force and effect for a 1 year period after thetermination of Employee's employment.8. NON-COMPETE AGREEMENT. Employee recognizes thatthe various items of Information are special and unique assetsof the Company and need to be protected from improperdisclosure. In consideration of the disclosure of theInformation to Employee, Employee agrees and covenantsthat for a period of 1 year following the termination of thisAgreement, whether such termination is voluntary orinvoluntary, Employee will not compete directly or indirectlywith “Company name”. The term “not compete” shall meanthat the Employee shall not, on Employee’s behalf or onbehalf of any other party, solicit or seek the business of anyclient or account of the Company existing during the term ofemployment and wherein said solicitation involves a productand/or service substantially similar to or competitive with anypresent or future product and/or service of the Company. Thiscovenant shall apply to the geographical area that includes allof the State of California and any other state in which theCompany has clients. Directly or indirectly engaging in anycompetitive business includes, but is not limited to: (i)engaging in a business as owner, partner, or agent, (ii)becoming an employee of any third party that is engaged in293

The Best NOC and Service Desk Operations Book Ever!The Employment Agreementsuch business, (iii) becoming interested directly or indirectly inany such business, or (iv) soliciting any client of “Companyname” for the benefit of a third party that is engaged in suchbusiness. Employee agrees that this non-compete provisionwill not adversely affect Employee's livelihood.9. EMPLOYEE'S INABILITY TO CONTRACT FOR EMPLOYER.Employee shall not have the right to make any contracts orcommitments for or on behalf of “Company name” withoutfirst obtaining the express written consent of MSPU.10. BENEFITS. Employee shall be entitled to employmentbenefits, including holidays, sick leave, and vacation asprovided by “Company name” policies in effect from time totime.11. TERM/TERMINATION. Employee's employment under thisAgreement shall be for an unspecified term on an "at will"basis. This Agreement may be terminated by company at willand by Employee upon 2 Week's written notice. If Employeeis in violation of any part of this Agreement, company mayterminate employment without notice and with compensationto Employee only to the date of such termination. Thecompensation paid under this Agreement shall be Employee'sexclusive remedy. Please refer to the rules governing294

The Best NOC and Service Desk Operations Book Ever!The Employment Agreementtermination in your own region/country’sregulatory/governmental offices.12. COMPLIANCE WITH EMPLOYER'S RULES. Employee agreesto comply with all of the rules and regulations of “Companyname”.13. RETURN OF PROPERTY. Upon termination of thisAgreement, Employee shall deliver to “Company name” allproperty which is “Company name”’s property or related to“Company name”’s business (including keys, records, notes,data, memoranda, models, and equipment) that is inEmployee's possession or under Employee's control. Suchobligation shall be governed by any separate confidentiality orproprietary rights agreement signed by Employee.14. NOTICES. All notices required or permitted under thisAgreement shall be in writing and shall be deemed deliveredwhen delivered in person or on the third day after beingdeposited in the United States mail, postage paid, addressedas follows:Employer:“Company name”Full address295

The Best NOC and Service Desk Operations Book Ever!The Employment AgreementEmployee:(Employee Name)(Employee Street Address)(Employee City, State ZIP)Such addresses may be changed from time to time by eitherparty by providing written notice in the manner set forthabove.15. ENTIRE AGREEMENT. This Agreement contains the entireagreement of the parties and there are no other promises orconditions in any other agreement whether oral or written.This Agreement supersedes any prior written or oralagreements between the parties.16. AMENDMENT. This Agreement may be modified oramended, if the amendment is made in writing and is signedby both parties.17. SEVERABILITY. If any provisions of this Agreement shall beheld to be invalid or unenforceable for any reason, theremaining provisions shall continue to be valid andenforceable. If a court finds that any provision of this296

The Best NOC and Service Desk Operations Book Ever!The Employment AgreementAgreement is invalid or unenforceable, but that by limitingsuch provision it would become valid or enforceable, thensuch provision shall be deemed to be written, construed, andenforced as so limited.18. WAIVER OF CONTRACTUAL RIGHT. The failure of eitherparty to enforce any provision of this Agreement shall not beconstrued as a waiver or limitation of that party's right tosubsequently enforce and compel strict compliance with everyprovision of this Agreement.19. APPLICABLE LAW. This Agreement shall be governed bythe laws of the State of California.EMPLOYER:“Company name”By: _______________________Date:________________(Authorized “Company name” representative name/title)AGREED TO AND ACCEPTED.297

The Best NOC and Service Desk Operations Book Ever!The Employment AgreementEMPLOYEE:By:_______________________Date: ________________298

The Best NOC and Service Desk Operations Book Ever!The Equipment Loan AgreementThe Equipment Loan AgreementFrom time to time, and based upon the technical staff’s needs,it may become necessary to supply them with companyownedequipment in order to provide them the ability to fulfilltheir duties and responsibilities. Examples of equipment thatcan be furnished to employees may include:VehiclesPCsLaptopsWireless PC cardsCell phones/Smart phones/PDAsPagersSecurity tokensKey cards/credentialsTest equipmentInventoryThis equipment obviously has value to the company, so it is agood idea to have a solid equipment loan agreement in placedocumenting it and its value, and holding the employeeresponsible for keeping it in good condition. The equipmentloan agreement also makes it easier to reclaim equipmentwhen an employee leaves the organization, as they agree toforfeit the cost to replace the equipment from their pay299

The Best NOC and Service Desk Operations Book Ever!The Equipment Loan Agreementshould they fail to return it according to the terms of theiremployment agreement. Let’s take a look at a standardequipment loan agreement:Equipment LoanStatement of UnderstandingI am taking possession of the following equipment belonging to“Companyname”:__________________________________________________Description__________________________________________________Model Number, Serial Numberwhich has a replacement cost of $__________________________________________________I will take reasonable and necessary steps to safeguard thisequipment from damage and theft.300

The Best NOC and Service Desk Operations Book Ever!The Equipment Loan AgreementIf this equipment is damaged or stolen, I will report the relevantfacts as soon as possible to my supervisor. I further understand thatI have an obligation to pursue recovery for Company from such aloss through my relevant insurance coverage, whether automobile,homeowner’s or tenant’s.I understand that I must return this equipment as instructed toCompany premises within twenty-four hours of being asked to do soby my supervisor or Company administration.I understand that I must immediately return this equipment asinstructed to Company premises in the event that my employmentends, whether by voluntary quit or involuntary termination.I agree and hereby give permission to Company to deduct from mypay any amount I owe to Company (up to the replacement costnoted above) due to my failure to return this equipment in workingcondition to Company as documented in my EmploymentAgreement.________________________________________________Employee Signature, printed name and date__________________________________________________Date EQUIPMENT RETURNED:__________________________________________________Received By301

The Best NOC and Service Desk Operations Book Ever!Compensation PlansCompensation PlansThroughout the years we’ve had the opportunity to work withour partners, one of the topics that seem to be the mostchallenging for them is creating an equitable compensationplan for technical staff. Now, as IT service providers, ourperception of an equitable compensation plan and ourtechnical staff’s perception of an equitable compensation planmay not always match. A generally accepted industry statisticregarding compensation is that a technician should generatetwo and a half times their W-2 compensation in billable labortime. This means that a technical person earning $60,000 ayear on their W-2 should be generating $150,000 in billablelabor time per year.Billable time based on W-2 earningsW-2 Earnings Billable Labor$30,000 $75,000$40,000 $100,000$50,000 $125,000$60,000 $150,000$70,000 $175,000$80,000 $200,000$90,000 $225,000$100,000 $250,000302

The Best NOC and Service Desk Operations Book Ever!The Equipment Loan AgreementSalary.com reports the following U.S. national averages fortotal compensation (base salaries, bonuses and benefits) forthe following technical positions on their website athttp://swz.salary.com/salarywizard/layoutscripts/swzl_newsearch.asp:Help Desk Support Jr.-Sr. (Service Desk Staff)Benefit Median Amount % Of TotalBase Salary $44,900 $52,608 68.5% - 69.4%Bonuses $906 $1,135 1.4% - 1.5%Social $3,504 $4,111 5.3% - 5.4%Security401k/403b $1,741 $2,042 2.7% - 2.7%Disability $458 $537 0.7% - 0.7%Healthcare $6,103 $6,103 9.3% - 8.0%Pension $2,290 $2,687 3.5% - 3.5%Time Off $5,638 $6,615 8.6% - 8.7%Total $65,540 $75,839 100%Source: salary.comPlease note that the median Service Desk staff’s bonuses inthe US as reported by salary.com amount to about 1.5% oftheir total take-home compensation. In our experience, this isextremely low, as we would bonus our Service Desk staffupwards of 10% of their total salary for achieving goals set for:303

The Best NOC and Service Desk Operations Book Ever!The Equipment Loan AgreementUtilization requirementsProcess and policy complianceAttainment of competenciesAdherence to SLAsCustomer serviceWe would base customer service scores upon surveyresponses. In addition, bonuses could be attained individuallyand by the entire group on a monthly, quarterly and yearlybasis. This was designed so that if an individual resourceachieved their minimum goals in each area for the month,they would be eligible to receive a bonus. If they achieved thebonus each month for the entire quarter, they would beeligible to receive a quarterly bonus as well. If the entire teamachieved their bonuses each month in a quarter, they wouldbe eligible to receive a quarterly team bonus, and if they wereable to achieve a quarterly team bonus through 4 consecutivequarters, they would be eligible to receive a yearly bonus. Allof these bonuses would be in addition to previously-receivedbonuses, so the individual Service Desk staff could potentiallybe eligible to receive the following bonuses:Monthly individual bonusQuarterly individual bonusQuarterly team bonusYearly team bonus304

The Best NOC and Service Desk Operations Book Ever!The Equipment Loan AgreementService Dispatcher Jr.-Sr.Benefit Median Amount % Of TotalBase Salary $34,910 $42,063 67.1% - 68.2%Bonuses $475 $764 0.9% - 1.2%Social $2,707 $3,276 5.2% - 5.3%Security401k/403b $1,345 $1,627 2.6% - 2.6%Disability $354 $428 0.7% - 0.7%Healthcare $6,103 $6,103 11.7% - 9.9%Pension $1,769 $2,141 3.4% - 3.5%Time Off $4,355 $5,271 8.4% - 8.5%Total $52,017 $61,674 100%Source: salary.comNote that the median service dispatcher’s bonuses in the USas reported by salary.com amount to about 1.2% of their totaltake-home compensation. This is low in our experience, as webonused our dispatcher a small amount based upon meetingSLAs, along with allowing participation in team bonuses, buttheir bonus did not quite rival the Service Desk staff’s.305

The Best NOC and Service Desk Operations Book Ever!The Equipment Loan AgreementService Desk ManagerBenefit Median Amount % Of TotalBase Salary $84,146 67.7%Bonuses $6,923 5.6%Social Security $6,967 5.6%401k/403b $3,461 2.8%Disability $911 0.7%Healthcare $6,103 4.9%Pension $4,553 3.7%Time Off $11,208 9.0%Total $124,272 100%Source: salary.comNote that the median Service Desk manager’s bonuses in theUS as reported by salary.com average 5.6% of their total takehomecompensation. This matches our experience.306

The Best NOC and Service Desk Operations Book Ever!The Equipment Loan AgreementNOC ManagerBenefit Median Amount % Of TotalBase Salary $95,508 70.5%Bonuses $4,250 3.1%Social Security $7,708 5.6%401k/403b $3,849 2.8%Disability $1,008 0.7%Healthcare $6,103 4.5%Pension $5,038 3.7%Time Off $12,401 9.1%Total $136,844 100%Source: salary.comNote that the median NOC manager’s bonuses in the US asreported by salary.com average about 3.1% of their total takehomecompensation. This matches our experience.A compensation plan for a new technical person will normallybe structured as base salary plus bonuses. A base salary is aguaranteed amount of compensation the technical person willreceive each month, and if they meet specific goals set bytheir supervisor during the month, quarter and year,additional bonuses can be realized.307

The Best NOC and Service Desk Operations Book Ever!The Equipment Loan AgreementIn a base plus bonus compensation plan, we generally seesmall bonus percentages structured in to support theguaranteed base salary, and engineered in such a manner asto reward the technical staff on activity that helps theorganization increase efficiencies and client satisfaction,among other factors – all of which in one form or anotherdrive additional profits to the bottom line. This is where thebonuses are paid out from – the additional revenues that thetechnical staff helps to generate.Now I hope I’ve done a decent job of presenting differentways of looking at technical compensation and bonus plans foryou. Please do not take any of the figures in this chapter asgospel – but rather visit salary.com to drill deep and utilizetheir filtering capabilities and input your zip code, state ormetro area to discover what the median compensation isbeing reported for the technical roles required for your servicedelivery model and mode. I’ve used information gatheredfrom partners, and the rest from our own experience to helpyou get started.Let me caution you against thinking that by reading thischapter you will be able to save yourself some homework andcome away with a ready-made compensation plan that you308

The Best NOC and Service Desk Operations Book Ever!The Equipment Loan Agreementcan simply slap your company’s name on, implement and besuccessful with.You’ve got to do your own legwork and investigation intowhat your true margins and profitability are for each of yourservices, products and solutions. From there, you’ve got to digdown deep into your gut and come up with a realisticexpectation of how much increased profitability each of yourtechnical resources can achieve, and of this number, what youare comfortable with incenting your staff to qualify for.309

The Best NOC and Service Desk Operations Book Ever!Training Technical StaffTraining Technical StaffThe function of training technical staff in an IT servicesorganization, NOC or Service Desk is obviously much differentthan training staff in other businesses or business units. Inaddition to training technical staff in NOC and Service Deskoverall day-to-day operations and functions, there need to beopportunities for technical staff to receive the role-specifictraining required to make them effective, efficient andsuccessful, in order to receive the maximum return on theirhiring investment.Let’s identify the common training that will be delivered to allstaff, regardless of their job description, before going intorole-specific technical training topics:Company Overview Trainingo Vision, mission, values, philosophy, goalsHR Process Trainingo Overview of compensation, benefits, conduct,sick day and vacation policy, Employeehandbook, acceptable use policyAdministrative Setup and Trainingo User and email account creation, telco account,extension and voicemail creation,o Use of company equipment (cell phone, PC,laptop, etc.)310

The Best NOC and Service Desk Operations Book Ever!Training Technical Staffo Use of company software, Instant Messaging,remote access and remote emailFormal introduction to management and staffo Tour of facilityo Introduction to all management and staffThe above points cover in broad strokes some of the tasksassociated with any new employee’s basic training andindoctrination to an organization – of course, the outsourcedservice provider’s or internal service manager’s policies andprocedures may differ from those illustrated.So what role-specific training is needed to deliver to insure atechnical person’s success? Let’s highlight some of the obviousareas for their managers to address:Internal tools and technology trainingo Make certain all technical staff is trained oninternal tools• PSA solution• RMM solution• Remote control solution• Quoting solution• Technical drawing solution• Project planning/management solution• Specialty solutions311

The Best NOC and Service Desk Operations Book Ever!Training Technical Staff• All othersProcesses and procedureso Make certain all technical staff is trained on allprocesses and procedures• Employee handbook• Incident management, escalation andresolution• Remote monitoring and management• Remote control• Patching and updating• Documentation• Customer service• Reporting• All othersProduct and Service Trainingo Make certain all technical staff is trained on allof products and services deliveredRoles and responsibilitieso Make certain all technical staff is trained ontheir own, as well as other team members’roles, responsibilities and expectationsClients312

The Best NOC and Service Desk Operations Book Ever!Training Technical Staffo Make certain all technical staff is trained on theorganization’s clients and their individualneeds, requirements and SLAsFulfillment partnerso Make certain all technical staff is trained on theorganization’s fulfillment partners, theirservices and their engagement processVendorso Make certain all technical staff is trained on theorganization’s vendors, their services and theirengagement processGoals and bonuseso Make certain all technical staff is trained ontheir individual and team goals and bonusprogramsCompetency and certification achievemento Make certain all technical staff is trained on theorganization’s requirements for theirattainment of additional competencies andcertificationsRole-Specific TrainingNOC staffIn this context, the NOC staff participates in the outsourcedservice provider’s or internal service manager’s incident313

The Best NOC and Service Desk Operations Book Ever!Training Technical Staffmanagement and resolution process, and can be assigned todeliver proactive remote patching, updating and monitoringservices for devices, operating systems, applications softwareand services in client environments. Whereas the Service Deskstaff works primarily with end user issues, the NOC staff’smain focus is on managing and delivering scheduledmaintenance activities to critical devices and responding toalerts generated by the provider’s Remote Monitoring andManagement solution.The NOC staff identifies, prioritizes and documents all serviceactivity and will execute the outsourced service provider’s orinternal service manager’s incident management andresolution processes as well as utilize the provider’s chosensoftware and hardware management and remediation tools,processes and procedures during remote service delivery.In addition to the general training requirements for alltechnical staff previously mentioned, at a minimum, all NOCstaff will need specific training in these areas:Problem management and resolutiono Incident Managemento Problem Managemento Configuration Managemento Change Managemento Risk Management314

The Best NOC and Service Desk Operations Book Ever!Training Technical Staffo Release Managemento Service Level Managemento Availability Managemento Capacity Managemento Service Continuity Managemento Security Managemento Communication ManagementRemote Monitoring and Managemento Installing agentso Configuring thresholdso Configuring alertso Developing scriptso Incident Managemento Problem Managemento Configuration Managemento Change Managemento Risk Managemento Release Managemento Service level managemento Availability Managemento Capacity Managemento Service Continuity Managemento Security Managemento Communications ManagementDay to day service deliveryo Receiving all incident notifications and servicerequestso Recording all incidents and service requestso Classifying all incidents and service requests315

The Best NOC and Service Desk Operations Book Ever!Training Technical Staffo Prioritizing all incidents and service requestso Troubleshooting all incidents and servicerequestso Escalating all incidents and service requests asnecessary to maintain SLAo Maintaining consistent communication with allparties affected by the incident or servicerequesto Performing all scheduled maintenance activitieso Reporting on all activitiesCustomer serviceo Customer managemento Setting and adjusting expectationso Phone etiquetteo Utilizing the “hold” or “mute” buttoneffectivelyo Follow-up and follow-throughService Desk staffIn this context, the Service Desk staff participates in theoutsourced service provider’s or internal service manager’sincident management and resolution process, and can beassigned to deliver remote technical support services to endusers. The Service Desk staff identifies, prioritizes anddocuments all service requests, and initiates incidentmanagement and resolution activity.316

The Best NOC and Service Desk Operations Book Ever!Training Technical StaffService desk staff will execute the outsourced serviceprovider’s or internal service manager’s incident managementand resolution processes as well as utilize the provider’schosen software and hardware management and remediationtools, processes and procedures during remote technicalservice delivery.In addition to the general training requirements for alltechnical staff previously mentioned, at a minimum, all ServiceDesk staff will need specific training in these areas:Problem management and resolutiono Incident Managemento Problem Managemento Configuration Managemento Change Managemento Risk Managemento Release Managemento Service Level Managemento Availability Managemento Capacity Managemento IT Service Continuity Managemento Security Managemento Communication ManagementDay to day service deliveryo Receiving all incident notifications and servicerequestso Recording all incidents and service requests317

The Best NOC and Service Desk Operations Book Ever!Training Technical Staffo Classifying all incidents and service requestso Prioritizing all incidents and service requestso Troubleshooting all incidents and servicerequestso Escalating all incidents and service requests asnecessary to maintain SLAo Maintaining consistent communication with allparties affected by the incident or servicerequesto Performing all scheduled maintenance activitieso Reporting on all activitiesCustomer serviceo Customer managemento Setting and adjusting expectationso Phone etiquetteo Utilizing the “hold” or “mute” buttoneffectivelyo Follow-up and follow-throughService DispatchersIn this context, the service dispatcher participates in theoutsourced service provider’s or internal service manager’sincident management and resolution process, and assignsresources to and schedules all services. The service dispatchermay also be included in the provider’s escalation process andbe alerted by their PSA solution should service requestsbecome in danger of falling out of SLA.318

The Best NOC and Service Desk Operations Book Ever!Training Technical StaffService dispatchers will utilize the provider’s chosen softwaremanagement tools, processes and procedures to managedispatch functions during technical service delivery.In addition to the general training requirements for alltechnical staff previously mentioned, at a minimum, all servicedispatchers will need specific training in these areas:Problem management and resolutiono Incident Managemento Problem Managemento Configuration Managemento Change Managemento Risk Managemento Release Managemento Service Level Managemento Availability Managemento Capacity Managemento IT Service Continuity Managemento Security Managemento Communication ManagementDay to day service deliveryo Managing all incident notifications and servicerequestso Monitoring all incidents and service requestsfor proper escalation as necessary to maintainSLA319

The Best NOC and Service Desk Operations Book Ever!Training Technical Staffo Managing consistent communication with allparties affected by the incident or servicerequesto Scheduling all maintenance activitieso Reporting on all activitiesCustomer serviceo Customer managemento Setting and adjusting expectationso Phone etiquetteo Utilizing the “hold” or “mute” buttoneffectivelyo Follow-up and follow-throughNOC ManagersIn this context, the NOC manager is ultimately responsible formaintaining the outsourced service provider’s or internalservice manager’s NOC staffing levels, training andcertification requirements, incident management andresolution processes and client satisfaction by strict SLAmanagement, among other responsibilities. NOC managerswill utilize the provider’s chosen software management tools,processes and procedures to manage service delivery.In addition to the general training requirements for alltechnical staff previously mentioned, at a minimum, all ServiceDesk managers will need specific training in these areas:Problem management and resolution320

The Best NOC and Service Desk Operations Book Ever!Training Technical Staffo Incident Managemento Problem Managemento Configuration Managemento Change Managemento Risk Managemento Release Managemento Service Level Managemento Availability Managemento Capacity Managemento Service Continuity Managemento Security Managemento Communication ManagementRemote Monitoring and Managemento Installing agentso Configuring thresholdso Configuring alertso Developing scriptso Incident Managemento Problem Managemento Configuration Managemento Change Managemento Risk Managemento Release Managemento Service level managemento Availability Managemento Capacity Managemento Service Continuity Managemento Security Managemento Communications Management321

The Best NOC and Service Desk Operations Book Ever!Training Technical StaffDay to day service deliveryo Receiving all incident notifications and servicerequestso Recording all incidents and service requestso Classifying all incidents and service requestso Prioritizing all incidents and service requestso Troubleshooting all incidents and servicerequestso Escalating all incidents and service requests asnecessary to maintain SLAo Maintaining consistent communication with allparties affected by the incident or servicerequesto Performing all scheduled maintenance activitieso Reporting on all activitiesCustomer serviceo Customer managemento Setting and adjusting expectationso Phone etiquetteo Utilizing the “hold” or “mute” buttoneffectivelyo Follow-up and follow-throughService Desk ManagersIn this context, the Service Desk manager is ultimatelyresponsible for maintaining the outsourced service provider’sor internal service manager’s Service Desk staffing levels,training and certification requirements, incident management322

The Best NOC and Service Desk Operations Book Ever!Training Technical Staffand resolution processes and client satisfaction by strict SLAmanagement, among other responsibilities. Service Deskmanagers will utilize the provider’s chosen softwaremanagement tools, processes and procedures to manageservice delivery.In addition to the general training requirements for alltechnical staff previously mentioned, at a minimum, all ServiceDesk managers will need specific training in these areas:Problem management and resolutiono Incident Managemento Problem Managemento Configuration Managemento Change Managemento Risk Managemento Release Managemento Service Level Managemento Availability Managemento Capacity Managemento IT Service Continuity Managemento Security Managemento Communication ManagementDay to day service deliveryo Responsible for managing all technical staffo Responsible for managing all service deliveryo Responsible for managing all clientexpectations323

The Best NOC and Service Desk Operations Book Ever!Training Technical Staffo Responsible for reporting on all activitiesCustomer serviceo Staff managemento Customer managemento Setting and adjusting expectationso Follow-up and follow-through324

The Best NOC and Service Desk Operations Book Ever!Section 7: NOC and Service Desk Management by the NumbersSection 7: NOC and Service DeskManagement by the NumbersIn order to reduce costs, improve performance andefficiencies and drive more profit to the bottom line, best inclass service providers utilize a means to regularly measurethe performance of the NOC and Service Desk. Thismeasurement must focus on capturing meaningful data anddisplaying it in a simple to understand manner. This data willbecome the Key Performance Indicators by whichperformance will be measured, goals set against and bonusesand commissions designed and implemented to help realize.After determining the meaningful data to collect, performancereports can be created to report on this data. Theseperformance reports will be produced and reviewed on aregular basis by the outsourced service provider or internalservice manager and their NOC and Service Desk managers.The first time this KPI data is reported, it must be analyzed todetermine a baseline – what is the NOC and Service Desk’sperformance today? Through this analysis, a trueunderstanding of performance can be realized, which maydirectly contradict perceived performance up to this point.There are several areas the outsourced service provider orinternal service manager and their NOC and Service Deskmanagers should focus on, but at a minimum should include:325

The Best NOC and Service Desk Operations Book Ever!Section 7: NOC and Service Desk Management by the NumbersFinancial performanceNOC performanceService Desk performance326

The Best NOC and Service Desk Operations Book Ever!Measuring Financial PerformanceMeasuring financial performance will provide the followinginformation to the outsourced service provider or internalservice manager:Revenue by product or service soldCost of goods sold by product or serviceGross margin by product or service soldOperating expensesPre-tax net incomeMany service providers tend to aggregate all services such asbreak-fix, time and materials, projects, managed services(including NOC and Service Desk), hosting and licenserenewals and others into one line item in their accountingsystem’s chart of accounts: service revenue. Setting up thechart of accounts in this manner hampers the ability tounderstand how well or poorly any individual product orservice is financially performing.Paul Dippell from Service Leadership Inc. (www.serviceleadership.com);an advisory firm that specializes in growth,performance and M&A strategies for the IT industry,characterizes this scenario as one of having a relay team offour runners. In this example, each runner represents onedeliverable such as break-fix services, project services,managed services, and other services.327

The Best NOC and Service Desk Operations Book Ever!Section 7: NOC and Service Desk Management by the NumbersWhile the relay team finishes the race with a total time of twominutes and thirty seconds, because the individual split timefor each runner is not being measured, it is impossible todetermine how fast or slow each runner ran their portion ofthe race. This prevents the coach from knowing how toimprove each individual runner’s performance.The same holds true with outsourced service providers orinternal service managers that cannot determine theperformance of their individual services in terms of cost,revenue and net profit. The first step in gaining visibility intothese areas is to separate the individual revenue streams,their costs and gross margins. Only after this has been donecan more meaningful analysis begin.When evaluating financial performance, special attentionshould be paid to the differential between the cost of goodssold (COGS) and gross margin (GM) for each product or servicesold or delivered; along with their individual contribution togross revenue, to determine performance and profitability. Inaddition, a careful review of sales, general & administrativeexpenses (SG&A), will help identify opportunities to reducecosts in these areas.Once the outsourced service provider’s or internal servicemanager’s financial chart of accounts has been normalized inthis fashion, they can develop strategies to continually328

The Best NOC and Service Desk Operations Book Ever!Section 7: NOC and Service Desk Management by the Numbersimprove net profits, utilizing regular financial reporting andbenchmarking to attain this goal by running their organizationby the numbers.329

The Best NOC and Service Desk Operations Book Ever!Measuring NOC PerformanceMeasuring NOC PerformanceMeasuring NOC performance will provide the outsourcedservice provider or internal service manager and their NOCmanager and staff a clear indicator of performance.Measuring this performance will establish a baseline forimprovement, allowing goals for improvement to be set, andbonuses and commissions developed to help incent thisimprovement.Key NOC performance indicators that the outsourced serviceprovider or internal service manager will measure mayinclude:Total ticket load per day/week/month/quarter/yearTotal ticket load per queue perday/week/month/quarter/yearTotal ticket load per client/location/contract perday/week/month/quarter/yearTotal ticket load per resource perday/week/month/quarter/yearAverage time to resolution perday/week/month/quarter/yearAverage time to resolution per queue perday/week/month/quarter/year330

The Best NOC and Service Desk Operations Book Ever!Measuring NOC PerformanceAverage time to resolution per resource perday/week/month/quarter/yearAverage time to resolution per client/location/contractper day/week/month/quarter/yearAverage time to response perday/week/month/quarter/yearAverage time to response per queue perday/week/month/quarter/yearAverage time to response per resource perday/week/month/quarter/yearAverage time to response per client/location/contractper day/week/month/quarter/yearTotal tickets closed per day/week/month/quarter/yearTotal tickets closed per queue perday/week/month/quarter/yearTotal tickets closed per resource perday/week/month/quarter/yearTotal tickets closed per client/location/contract perday/week/month/quarter/yearTotal “Repeat” tickets perday/week/month/quarter/yearTotal “Repeat” tickets per queue perday/week/month/quarter/yearTotal “Repeat” tickets per resource perday/week/month/quarter/year331

The Best NOC and Service Desk Operations Book Ever!Measuring NOC PerformanceTotal “Repeat” tickets per client/location/contract perday/week/month/quarter/yearAdherence to SLA % perday/week/month/quarter/yearAdherence to SLA % per queue perday/week/month/quarter/yearAdherence to SLA % per resource perday/week/month/quarter/yearAdherence to SLA % per client/location/contract perday/week/month/quarter/yearTop Clients with the most open tickets perday/week/month/quarter/yearTotal Cost of Service Delivery perday/week/month/quarter/yearTotal Cost of Service Delivery per queue perday/week/month/quarter/yearTotal Cost of Service Delivery perclient/location/contract perday/week/month/quarter/yearTotal Cost of Service Delivery resource perday/week/month/quarter/yearUtilization per day/week/month/quarter/yearUtilization per queue perday/week/month/quarter/year332

The Best NOC and Service Desk Operations Book Ever!Measuring NOC PerformanceUtilization per client/location/contract perday/week/month/quarter/yearUtilization per resource perday/week/month/quarter/yearRealization per day/week/month/quarter/yearRealization per queue perday/week/month/quarter/yearRealization per client/location/contract perday/week/month/quarter/yearRealization per resource perday/week/month/quarter/yearProfitability per day/week/month/quarter/yearProfitability per queue day/week/month/quarter/yearProfitability per client/location/contract perday/week/month/quarter/yearProfitability per resource perday/week/month/quarter/yearClient satisfaction per day/week/month/quarter/yearEnd user satisfaction perday/week/month/quarter/yearResource satisfaction perday/week/month/quarter/year333

The Best NOC and Service Desk Operations Book Ever!Measuring Service Desk PerformanceMeasuring Service Desk PerformanceMeasuring Service Desk performance will provide theoutsourced service provider or internal service manager andtheir Service Desk manager and staff a clear indicator ofperformance. Measuring this performance will establish abaseline for improvement, allowing goals for improvement tobe set, and bonuses and commissions developed to helpincent this improvement.While similar to key NOC performance indicators, withadditional metrics included for verbal interaction with clientsand end users, key Service Desk performance indicators thatthe outsourced service provider or internal service managerwill measure may include:Average speed of call answer perday/week/month/quarter/yearAverage speed of call answer per queue perday/week/month/quarter/yearAverage speed of call answer per resource perday/week/month/quarter/yearAverage speed of call answer perclient/location/contract perday/week/month/quarter/year334

The Best NOC and Service Desk Operations Book Ever!Measuring Service Desk PerformanceAverage call wait time perday/week/month/quarter/yearAverage call wait time per queue perday/week/month/quarter/yearAverage call wait time per resource perday/week/month/quarter/yearAverage call wait time per client/location/contract perday/week/month/quarter/yearAverage first call resolution perday/week/month/quarter/yearAverage first call resolution per queue perday/week/month/quarter/yearAverage first call resolution per resource perday/week/month/quarter/yearAverage first call resolution perclient/location/contract perday/week/month/quarter/yearTotal ticket load per day/week/month/quarter/yearTotal ticket load per queue perday/week/month/quarter/yearTotal ticket load per client/location/contract perday/week/month/quarter/yearTotal ticket load per resource perday/week/month/quarter/year335

The Best NOC and Service Desk Operations Book Ever!Measuring Service Desk PerformanceAverage time to resolution perday/week/month/quarter/yearAverage time to resolution per queue perday/week/month/quarter/yearAverage time to resolution per resource perday/week/month/quarter/yearAverage time to resolution per client/location/contractper day/week/month/quarter/yearAverage time to response perday/week/month/quarter/yearAverage time to response per queue perday/week/month/quarter/yearAverage time to response per resource perday/week/month/quarter/yearAverage time to response per client/location/contractper day/week/month/quarter/yearTotal tickets closed per day/week/month/quarter/yearTotal tickets closed per queue perday/week/month/quarter/yearTotal tickets closed per resource perday/week/month/quarter/yearTotal tickets closed per client/location/contract perday/week/month/quarter/yearTotal “Repeat” tickets perday/week/month/quarter/year336

The Best NOC and Service Desk Operations Book Ever!Measuring Service Desk PerformanceTotal “Repeat” tickets per queue perday/week/month/quarter/yearTotal “Repeat” tickets per resource perday/week/month/quarter/yearTotal “Repeat” tickets per client/location/contract perday/week/month/quarter/yearAdherence to SLA % perday/week/month/quarter/yearAdherence to SLA % per queue perday/week/month/quarter/yearAdherence to SLA % per resource perday/week/month/quarter/yearAdherence to SLA % per client/location/contract perday/week/month/quarter/yearTop Clients with the most open tickets perday/week/month/quarter/yearTotal Cost of Service Delivery perday/week/month/quarter/yearTotal Cost of Service Delivery per queue perday/week/month/quarter/yearTotal Cost of Service Delivery perclient/location/contract perday/week/month/quarter/yearTotal Cost of Service Delivery resource perday/week/month/quarter/year337

The Best NOC and Service Desk Operations Book Ever!Measuring Service Desk PerformanceUtilization per day/week/month/quarter/yearUtilization per queue perday/week/month/quarter/yearUtilization per client/location/contract perday/week/month/quarter/yearUtilization per resource perday/week/month/quarter/yearRealization per day/week/month/quarter/yearRealization per queue perday/week/month/quarter/yearRealization per client/location/contract perday/week/month/quarter/yearRealization per resource perday/week/month/quarter/yearProfitability per day/week/month/quarter/yearProfitability per queue day/week/month/quarter/yearProfitability per client/location/contract perday/week/month/quarter/yearProfitability per resource perday/week/month/quarter/yearClient satisfaction per day/week/month/quarter/yearEnd user satisfaction perday/week/month/quarter/yearResource satisfaction perday/week/month/quarter/year338

The Best NOC and Service Desk Operations Book Ever!Measuring Service Desk PerformanceThe outsourced service provider’s or internal servicemanager’s NOC and Service Desk managers should be able topull the data required to report on these metrics from theirProfessional Services Automation solution when integratedwith their Remote Monitoring and Management tool, theirCommunications solution and the results of customersatisfaction surveys, in order to identify, evaluate and improveupon these service delivery KPIs.339

The Best NOC and Service Desk Operations Book Ever!Section 8: Outsourcing NOC and Service Desk ComponentsSection 8: Outsourcing NOC and ServiceDesk ComponentsWith the advent of affordable, 3 rd -party back office NOC andService Desk organizations, the outsourced service provider orinternal service manager has the opportunity to scale theirservices to a much broader range of clients, and prolong thenecessity to hire, train and manage internal full-time staff.This allows a consistent support experience for clients and endusers and in many cases increases the provider’s profitabilitydue to the low cost of these services. In addition, theseorganizations can private-label their services, and representthe outsourced service provider’s or internal servicemanager’s organization throughout all communications andincident management and resolution activities.Benefits of OutsourcingBenefits to engaging with a 3 rd -party NOC or Service Deskprovider may include:The ability to scale services broadly and quicklyImprove performance metricsUtilize highly-skilled and costly internal resources formore profitable tasks and activities340

The Best NOC and Service Desk Operations Book Ever!Section 8: Outsourcing NOC and Service Desk ComponentsIncrease customer satisfaction through improved,consistent KPIsIncrease net profits by lowering costsConsiderations Prior to OutsourcingWhen exploring outsourcing components of the NOC orService Desk to a 3 rd -party provider, among other concerns,the outsourced service provider or internal services managermay consider:The 3 rd -party provider’s locationThe 3 rd -party provider’s qualifications and experienceThe 3 rd -party provider’s business structure and time inbusinessThe 3 rd -party provider’s solvencyThe 3 rd -party provider’s tools and technology andability to integrate with the provider’s existingsolutionsThe 3 rd -party provider’s NOC and Service Desk deliveryand management processesThe 3 rd -party provider’s training and support offeringsThe 3 rd -party provider’s customer service philosophyThe 3 rd -party provider’s privacy policyThe 3 rd -party provider’s culture and native languageThe 3 rd -party provider’s SLA and KPIs341

The Best NOC and Service Desk Operations Book Ever!Section 8: Outsourcing NOC and Service Desk ComponentsThe 3 rd -party provider’s customer satisfaction ratingThe 3 rd -party provider’s pricing and payment modelThe 3 rd -party provider’s ability to private label theirservices and represent themselves as the providerThe 3 rd -party provider’s perception in the industryIn addition, the outsourced service provider or internal servicemanager may request an NDA from the 3 rd -party providerprior to negotiating at a deep level where internal and clientspecificinformation may be shared.What to OutsourceIndustry statistics reflect that best in class Service Desks close90% of service requests with Tier 1 resolution in less than anhour. That means that only 10% of all service requests areescalated to Tier 2 and beyond. Let’s assume that 7% of allservice requests are escalated to Tier 2, with the remaining 3%ending up in Tier 3.This means that if the outsourced service provider or internalservice manager outsourced their Tier 1 and Tier 2 servicerequests to a 3 rd -party Service Desk, they may potentiallyreduce their incoming ticket load by up to 97%.Imagine the potential impact that this has on the ability torepurpose or eliminate internal staff as a result. If highlyskilled,costly internal staff can be reassigned to focus on342

The Best NOC and Service Desk Operations Book Ever!Section 8: Outsourcing NOC and Service Desk Componentshigher-value, higher-visibility and more profitable services,this is a beneficial outcome. And if some costly internal staffcan be released, this can also improve net profits.Outsourcing NOC services to a 3 rd -party organization can havesimilar positive outcomes for the outsourced service provideror internal service manager, and when both Service Desk andNOC services are outsourced to the same 3 rd -party provider,this reduces complexity and costs over time, as all NOC andTier 1 and Tier 2 service delivery activity is conducted by a soleprovider. This eases integration, escalation, reporting,communication between, and overall management of therelationship and service outcomes.The outsourced service provider or internal service managermay outsource:Tier 1 and 2 NOC and Service Desk functionsWhat to KeepWhen outsourcing components of the NOC and Service Deskand transferring the role of the single point of contact to a 3 rd -party provider, the outsourced service provider or internalservice manager would be well advised to monitor andmanage the Professional Services Automation solution toinsure all service requests are prioritized, assigned andescalated by the 3 rd -party provider in adherence with SLAs.343

The Best NOC and Service Desk Operations Book Ever!Section 8: Outsourcing NOC and Service Desk ComponentsThe outsourced service provider or internal service managershould also keep all Tier 3 service requests; as these arenormally the most visible, high-value incidents from a clientperspective, allowing the appropriate sensitivity and attentionto be directed to these incidents as quickly as possible by theoutsourced service provider or internal service manager. Inthis scenario, all Tier 3 escalations will be assigned to theoutsourced service provider’s or internal service manager’sstaff by the 3 rd -party provider.The outsourced service provider or internal service managerwill also want to retain management of all vendors supportingtheir clients or end users and their activity. This again is ahighly-visible, high-value activity that requires sensitivity anddirect attention.The outsourced service provider or internal service managermay keep:Monitoring and management of the serviceboard/dispatch portalTier 3 escalationsVendor managementIntegrationThe more tightly integrated the 3 rd -party NOC and ServiceDesk provider’s systems and solutions are with the outsourced344

The Best NOC and Service Desk Operations Book Ever!Section 8: Outsourcing NOC and Service Desk Componentsservice provider’s or internal service manager’s, the moreefficient and effective service delivery, visibility and reportingwill be. Since reporting is so important in terms of KPImanagement and utilized to reflect service value to endclients by the outsourced service provider or internal servicemanager, the tighter the integration between these systems,the easier it will be to aggregate the necessary performancedata to generate these critical reports.Transitioning ClientsIt will be simpler to on-board new clients or end users to the3 rd -party NOC and Service Desk provider as the single point ofcontact than it will existing clients and end users. The reasonfor this is simple – new clients’ and end users’ expectationscan be set appropriately during pre-sales, on-boarding andservice turn-up, or go-live to understand and accept theintegrated service delivery process. Existing clients and endusers; however, are a different story, as they are being askedto accept a change to an unknown experience, and arecomfortable with the existing outsourced service provider’s orinternal service manager’s processes, staff and deliverables.When transitioning existing end users or clients to a 3 rd -partyprovider, it is imperative for the outsourced service provideror internal service manager to reflect a better experience forthem to the decision maker. Some points to impress to the345

The Best NOC and Service Desk Operations Book Ever!Section 8: Outsourcing NOC and Service Desk Componentsclient or end user by the outsourced service provider orinternal service manager may include:The relationship, management and monitoring of allservice delivery processes and KPIs will be retained bythe outsourced service provider or internal servicemanagerTier 3 escalations will be retained by the outsourcedservice provider or internal service managerVendor management responsibilities will be retainedby the outsourced service provider or internal servicemanagerA more consistent service delivery experience will bedelivered to the end users or clientSpeedier call response will be delivered to the endusers or clientIncreased first call closure will be delivered to the endusers or clientIncreased customer satisfaction will be delivered to theend users or clientThe outsourced service provider or internal servicemanager will be free to focus on more high-valueservices for end users or clients that help them achievetheir business goals346

The Best NOC and Service Desk Operations Book Ever!Section 8: Outsourcing NOC and Service Desk ComponentsA final consideration for the outsourced service provider orinternal service manager to keep in mind when engaging witha 3 rd -party provider is that their NOC and Service DeskManagers’ roles will shift from managing internal resources tomanaging external ones, along with the relationship with the3 rd -party provider. This added responsibility will addsubstantially to the NOC or Service Desk Managers’ duties, asit is always challenging to manage an outsourced,geographically displaced group of people. In order to achievesuccess in this endeavor, the NOC or Service Desk Managermust over-communicate with the 3 rd -party provider and theirstaff, and continuously monitor their PSA solution’s serviceboard or management portal to insure the 3 rd -party provider’sstaff is delivering services competently and adhering to SLAs.A heavy emphasis on customer satisfaction activity isrecommended when using a 3 rd -party NOC and Service Deskprovider, including conducting face-to-face and anonymouselectronic surveying, as well as outsourced 3 rd -party telephonesurvey activities.347

The Best NOC and Service Desk Operations Book Ever!Section 8: Outsourcing NOC and Service Desk Components348

The Best NOC and Service Desk Operations Book Ever!Certified Network ChecklistSection 9: Forms, Tools and CollateralCertified Network ChecklistServers All Servers with Microsoft Operating Systems runningWindows Server 2008 or later All Servers with Microsoft Operating Systems have all ofthe latest Microsoft Service Packs and Critical Updatesinstalled. All Server Software must be Genuine, Licensed and Vendor-Supported The environment must have a currently licensed, up-todateand Vendor-Supported Server-based AntivirusSolution protecting all Servers, Desktops,Notebooks/Laptops, and Email.Desktop PC’s and Notebooks/Laptops All Desktop PC’s and Notebooks/Laptops with MicrosoftOperating Systems running Windows 7 or later.349

The Best NOC and Service Desk Operations Book Ever!Certified Network Checklist All Desktop PC’s and Notebooks/Laptops with MicrosoftOperating Systems have all of the latest Microsoft ServicePacks and Critical Updates installed. All Non-Microsoft PC’s and Notebooks/Laptops must meetsimilar OS-Specific requirements All Desktop PC and Notebook/Laptop Software must beGenuine, Licensed and Vendor-SupportedEnvironment The environment must have a currently licensed, up-to-dateand Vendor-Supported Anti-Spam Solution. The environment must have a currently licensed, up-to-dateand Vendor-Supported Anti-Spyware Solution. The environment must have a currently licensed, Vendor-Supported Server or Network-based Backup Solution. The environment must have a currently licensed, Vendor-Supported Firewall between the Internal Network and theInternet. All Wireless data traffic in the environment must be securelyencrypted. The environment must have a T1 or other form of High-SpeedInternet Access with Static IP’s. The environment must contain Spare PC(s) per locationComments:350

The Best NOC and Service Desk Operations Book Ever!Certified Network Checklist_____________________________________________________________________________________________________________________________________________351

The Best NOC and Service Desk Operations Book Ever!Client Information On-Boarding FormClient Information On-Boarding FormClient InfoContact PersonOffice PhoneCell PhoneHome PhoneE-mail AddressAddressDomain Name InfoDomain NameRegistrar NameDomain CreatedDomain ExpiresDNS ServersUser AccountPassword352

The Best NOC and Service Desk Operations Book Ever!Client Information On-Boarding FormMX Record(s)A Record(s)OtherMiscISP InfoISPInternet type ( DSL/T-1)BandwidthDynamic or StaticUsable IP RangeSubnetGatewayISP Tech Support Phone NumberISP Tech Support E-mailUser AccountPasswordMisc353

The Best NOC and Service Desk Operations Book Ever!Client Information On-Boarding FormWeb & E-mail HostingWeb Site Hosted onEmail Hosted onUser AccountPasswordMiscServer InfoMake & ModelSerial NumberCPURAMRAID ConfigurationSCSIBattery BackupServer NameAdministrator AccountAdministrator Password354

The Best NOC and Service Desk Operations Book Ever!Client Information On-Boarding FormDomain nameServer LAN IPServer’s OSServer’s RoleHard Disk SizeNumber of hard drivesFault ToleranceFireWallHardware/SoftwareMake/ ModelLAN IP AddressWAN IP AddressUser AccountPasswordRemote Management (Enabled/Disabled)Ping ( on /off)VPN(s)355

The Best NOC and Service Desk Operations Book Ever!Client Information On-Boarding FormOpen PortsNAT’ing Outside/InsideLAN infoLAN SubnetServer’s IPGatewayAnti-SpamAnti-Spam SolutionVersionUser AccountPasswordBackupBackup Software and Version356

The Best NOC and Service Desk Operations Book Ever!Client Information On-Boarding FormBackup ScheduleBackup Device (Type & Model)Number of back up tapesRemote Backup/Vendor NameUser AccountPasswordAntiVirus/ Anti-SpywareVirus Protection SoftwareVersionUser AccountPasswordSpy Aware Protection SoftwareVersionUser AccountPassword357

The Best NOC and Service Desk Operations Book Ever!Client Information On-Boarding FormUser AccountsUser NamePassword358

The Best NOC and Service Desk Operations Book Ever!Client Information On-Boarding FormWorkstation InventoryComputernameUser CPU Memory Hard drive359

The Best NOC and Service Desk Operations Book Ever!Client Information On-Boarding FormNetwork InventoryDevice Name Make & Model IP Address360

The Best NOC and Service Desk Operations Book Ever!Client Information On-Boarding FormPrinters & PeripheralsType & Model Share Name Physical Location IP addressPoint of SaleSoftware or HardwareVendorVersionCompatibility361

The Best NOC and Service Desk Operations Book Ever!Managed Services Agreement ExampleManaged Services Agreement ExampleThis sample managed service agreement is included for instructional andinformational purposes only, and is not recommended, nor warranted foruse.Always have legal counsel review any and all agreements or documentsthat you utilize in your IT practice, or distribute to your clients prior todoing so.Local laws and liabilities can never be fully covered by any type of genericdocument, including this sample managed service agreement.362

The Best NOC and Service Desk Operations Book Ever!Managed Services Agreement ExampleManaged Services Agreement10. Term of Agreement11. This Agreement between_______________________________, herein referred toas Client, and _______________________________,hereinafter referred to as Service Provider, is effectiveupon the date signed, shall remain in force for a period ofthree years, and be reviewed annually to address anynecessary adjustments or modifications. Shouldadjustments or modifications be required that increasethe monthly fees paid for the services rendered underthis Agreement, these increases will not exceed ______%of the value of the existing monthly fees due under thisAgreement. The Service Agreement automaticallyrenews for a subsequent three year term beginning onthe day immediately following the end of the Initial Term,unless either party gives the other ninety (90) days priorwritten notice of its intent not to renew this Agreement.d) This Agreement may be terminated by either Partyupon ninety (90) days’ written notice if the otherParty:363

The Best NOC and Service Desk Operations Book Ever!Managed Services Agreement ExampleI. Fails to fulfill in any material respect itsobligations under this Agreement anddoes not cure such failure within thirty(30) days’ of receipt of such writtennotice.II.III.Breaches any material term or conditionof this Agreement and fails to remedysuch breach within thirty (30) days’ ofreceipt of such written notice.Terminates or suspends its businessoperations, unless it is succeeded by apermitted assignee under thisAgreement.e) If either party terminates this Agreement, ServiceProvider will assist Client in the orderlytermination of services, including timely transferof the services to another designated provider.Client agrees to pay Service Provider the actualcosts of rendering such assistance.12. Fees and Payment ScheduleFees will be $_______________ per month, invoiced toClient on a Monthly basis, and will become due and364

The Best NOC and Service Desk Operations Book Ever!Managed Services Agreement Examplepayable on the first day of each month. Services will besuspended if payment is not received within 5 daysfollowing date due. Refer to Appendix B for servicescovered by the monthly fee under the terms of thisAgreement.It is understood that any and all Services requested byClient that fall outside of the terms of this Agreementwill be considered Projects, and will be quoted andbilled as separate, individual Services.13. TaxesIt is understood that any Federal, State or Local Taxesapplicable shall be added to each invoice for servicesor materials rendered under this Agreement. Clientshall pay any such taxes unless a valid exemptioncertificate is furnished to Service Provider for the stateof use.14. CoverageRemote Helpdesk and Vendor Management of Client’sIT networks will be provided to the Client by ServiceProvider through remote means between the hours of8:00 am – 5:00 pm Monday through Friday, excludingpublic holidays. Network Monitoring Services will beprovided 24/7/365. All services qualifying under these365

The Best NOC and Service Desk Operations Book Ever!Managed Services Agreement Exampleconditions, as well as Services that fall outside thisscope will fall under the provisions of Appendix B.Hardware costs of any kind are not covered under theterms of this Agreement.Support and EscalationService Provider will respond to Client’s Trouble Ticketsunder the provisions of Appendix A, and with best effortafter hours or on holidays. Trouble Tickets must beopened by Client’s designated I.T. Contact Person, byemail to our Help Desk, or by phone if email isunavailable. Each call will be assigned a Trouble Ticketnumber for tracking. Our escalation process is detailedin Appendix A.Service outside Normal Working HoursEmergency services performed outside of the hours of8:00 am – 5:00 pm Monday through Friday, excludingpublic holidays, shall be subject to provisions ofAppendix B.Service Calls Where No Trouble is foundIf Client requests onsite service and no problem isfound or reproduced, Client shall be billed at thecurrent applicable rates as indicated in Appendix B.366

The Best NOC and Service Desk Operations Book Ever!Managed Services Agreement ExampleLimitation of LiabilityIn no event shall Service Provider be held liable forindirect, special, incidental or consequential damagesarising out of service provided hereunder, includingbut not limited to loss of profits or revenue, loss of useof equipment, lost data, costs of substitute equipment,or other costs.15. Additional Maintenance ServicesHardware/System SupportService Provider shall provide support of all hardwareand systems specified in Appendix B, provided that allHardware is covered under a currently active VendorSupport Contract; or replaceable parts be readilyavailable, and all Software be Genuine, CurrentlyLicensed and Vendor-Supported. Should any hardware orsystems fail to meet these provisions, they will beexcluded from this Service Agreement. Should 3 rd PartyVendor Support Charges be required in order to resolveany issues, these will be passed on to the Client after firstreceiving the Client’s authorization to incur them.367

The Best NOC and Service Desk Operations Book Ever!Managed Services Agreement ExampleVirus Recovery for Current, Licensed Antivirusprotected systemsDamages caused by, and recovery from, virus infectionnot detected and quarantined by the latest Antivirusdefinitions are covered under the terms of thisAgreement. This Service is limited to those systemsprotected with a Currently Licensed, Vendor-Supported Antivirus Solution.Monitoring ServicesService Provider will provide ongoing monitoring andsecurity services of all critical devices as indicated inAppendix B. Service Provider will provide monthly reportsas well as document critical alerts, scans and eventresolutions to Client. Should a problem be discoveredduring monitoring, Service Provider shall make everyattempt to rectify the condition in a timely mannerthrough remote means.16. Suitability of Existing EnvironmentMinimum Standards Required for Services368

The Best NOC and Service Desk Operations Book Ever!Managed Services Agreement ExampleIn order for Client’s existing environment to qualify forService Provider’s Managed Services, the followingrequirements must be met:1. All Servers with Microsoft Windows OperatingSystems must be running Windows 2008 Serveror later, and have all of the latest MicrosoftService Packs and Critical Updates installed.2. All Desktop PC’s and notebooks/laptops withMicrosoft Windows operating systems must berunning Windows 7 or later, and have all of thelatest Microsoft service packs and criticalupdates installed.3. All Server and Desktop Software must begenuine, licensed and vendor-supported.4. The environment must have a currentlylicensed, up-to-date and vendor-supportedserver-based antivirus solution protecting allservers, desktops, notebooks/laptops, andemail.5. The environment must have a currently licensed,vendor-supported server-based backup solution.6. The environment must have a currentlylicensed, vendor-supported hardware firewallbetween the internal network and the Internet.369

The Best NOC and Service Desk Operations Book Ever!Managed Services Agreement Example7. Any Wireless data traffic in the environmentmust be secured with a minimum of 128bitdata encryption.Costs required to bring Client’s environment up tothese Minimum Standards are not included in thisAgreement.17. Excluded ServicesService rendered under this Agreement does notinclude:11) Parts, equipment or software not covered byvendor/manufacturer warranty or support.12) The cost of any parts, equipment, or shippingcharges of any kind.13) The cost of any Software, Licensing, or SoftwareRenewal or Upgrade Fees of any kind.14) The cost of any 3 rd Party Vendor orManufacturer Support or Incident Fees of anykind.15) The cost to bring Client’s environment up tominimum standards required for Services.370

The Best NOC and Service Desk Operations Book Ever!Managed Services Agreement Example16) Failure due to acts of God, buildingmodifications, power failures or other adverseenvironmental conditions or factors.17) Service and repair made necessary by thealteration or modification of equipment otherthan that authorized by Service Provider,including alterations, software installations ormodifications of equipment made by Client’semployees or anyone other than ServiceProvider.18) Maintenance of Applications softwarepackages, whether acquired from ServiceProvider or any other source unless as specifiedin Appendix B.19) Programming (modification of software code)and program (software) maintenance unless asspecified in Appendix B.20) Training Services of any kind.18. MiscellaneousThis Agreement shall be governed by the laws of theState of __________. It constitutes the entireAgreement between Client and Service Provider formonitoring/maintenance/service of all equipmentlisted in “Appendix B.” Its terms and conditions shall371

The Best NOC and Service Desk Operations Book Ever!Managed Services Agreement Exampleprevail should there be any variance with the termsand conditions of any order submitted by Client.Service Provider is not responsible for failure to renderservices due to circumstances beyond its controlincluding, but not limited to, acts of God.19. Acceptance of Service AgreementThis Service Agreement covers only those services andequipment listed in “Appendix B.” Service Providermust deem any equipment/services Client may want toadd to this Agreement after the effective dateacceptable. The addition of equipment/services notlisted in “Appendix B” at the signing of this Agreement,if acceptable to Service Provider, shall result in anadjustment to the Client’s monthly charges.IN WITNESS WHEREOF, the parties hereto have caused thisService Agreement to be signed by their duly authorizedrepresentatives as of the date set forth below.Accepted by:Authorized Signature Service Provider Date372

The Best NOC and Service Desk Operations Book Ever!Managed Services Agreement ExampleAuthorized Signature Client Date373

The Best NOC and Service Desk Operations Book Ever!Managed Services Agreement ExampleManaged Services AgreementAppendix AResponse and Resolution TimesThe following table shows the targets of response andresolution times for each priority level:374

The Best NOC and Service Desk Operations Book Ever!Managed Services Agreement ExampleSupport TiersThe following details and describes our Support Tier levels:375

The Best NOC and Service Desk Operations Book Ever!Managed Services Agreement ExampleManaged Services AgreementAppendix A (cont)Service Request Escalation Procedure1. Support Request is Received2. Trouble Ticket is Created3. Issue is Identified and documented in Help Desksystem4. Issue is qualified to determine if it can be resolvedthrough Tier 1 SupportIf issue can be resolved through Tier 1 Support:5. Level 1 Resolution - issue is worked to successfulresolution6. Quality Control –Issue is verified to be resolved toClient’s satisfaction7. Trouble Ticket is closed, after complete problemresolution details have been updated in Help Desksystem376

The Best NOC and Service Desk Operations Book Ever!Managed Services Agreement ExampleIf issue cannot be resolved through Tier 1 Support:6. Issue is escalated to Tier 2 Support7. Issue is qualified to determine if it can be resolved byTier 2 SupportIf issue can be resolved through Tier 2 Support:8. Level 2 Resolution - issue is worked to successfulresolution9. Quality Control –Issue is verified to be resolved toClient’s satisfaction10. Trouble Ticket is closed, after complete problemresolution details have been updated in Help DesksystemIf issue cannot be resolved through Tier 2 Support:9. Issue is escalated to Tier 3 Support10. Issue is qualified to determine if it can be resolvedthrough Tier 3 Support377

The Best NOC and Service Desk Operations Book Ever!Managed Services Agreement ExampleIf issue can be resolved through Tier 3 Support:11. Level 3 Resolution - issue is worked to successfulresolution12. Quality Control –Issue is verified to be resolved toClient’s satisfaction13. Trouble Ticket is closed, after complete problemresolution details have been updated in Help DesksystemIf issue cannot be resolved through Tier 3 Support:12. Issue is escalated to Onsite Support13. Issue is qualified to determine if it can be resolvedthrough Onsite SupportIf issue can be resolved through Onsite Support:14. Onsite Resolution - issue is worked to successfulresolution378

The Best NOC and Service Desk Operations Book Ever!Managed Services Agreement Example15. Quality Control –Issue is verified to be resolved toClient’s satisfaction16. Trouble Ticket is closed, after complete problemresolution details have been updated in Help DesksystemIf issue cannot be resolved through Onsite Support:17. I.T. Manager Decision Point – request is updated withcomplete details of all activity performed379

The Best NOC and Service Desk Operations Book Ever!Managed Services Agreement Example380

The Best NOC and Service Desk Operations Book Ever!Managed Services Agreement Example381

The Best NOC and Service Desk Operations Book Ever!Managed Services Agreement Example382

The Best NOC and Service Desk Operations Book Ever!Sample Managed Services Welcome LetterSample Managed Services Welcome LetterCongratulations and Welcome to (Your Company Name) – thePremier Managed I.T. Solution Provider.Since (Inception Date), (Your Company Name) has beendeveloping and implementing Information TechnologySolutions that improve our Clients’ Business Processes, addingvalue to their Bottom Line.Our new Managed Services Plan is a direct result of ourcontinual effort to identify our Clients’ needs, and alleviatetheir business pain.We are pleased and excited to introduce this valuable Serviceto you and your Organization. We are now your I.T.Department, and will provide Technical Support for each Userand Device on your Network, as detailed in your ManagedServices Agreement.Your Managed Services Plan provides you with Unlimited HelpDesk/Remote Support during the hours of 8am and 5pmMonday through Friday, excluding Holidays. Should yourSupport need fall outside of these hours; you will be billed asindicated in Appendix “B” of your Managed ServicesAgreement.383

The Best NOC and Service Desk Operations Book Ever!Sample Managed Services Welcome LetterIn addition to providing you with Unlimited Help Desk/RemoteSupport, we will also monitor your Servers and their CriticalServices such as Exchange, SQL Databases, and other specificLine-Of-Business Applications installed on them, along withyour Internet Connection and Firewall/Routers 24 hours a day,7 days a week.Should any of these Services fail, our Network MonitoringSystems will attempt to restart them. Should these attemptsfail, a Trouble Ticket will be created immediately, and anEngineer will be alerted to begin troubleshooting. Our goal isto minimize your downtime, and this is just one tool that werely on to achieve this objective.We’ve made it simple to request Support – just send an Emailto:(Your Helpdesk Email Address)Or, just ask for the Help Desk at (Your Helpdesk PhoneNumber).If calling after hours with an Emergency, please dial extension(Your After-Hours Extension), and an On-Call Engineer will bepaged immediately.Vendor Management is also included in your ManagedServices Plan. We relieve you of the burden of having to384

The Best NOC and Service Desk Operations Book Ever!Sample Managed Services Welcome Lettermanage all of your Vendors, and allow you the ability to focuson running your business.You will be contacted shortly by a Customer ServiceRepresentative who will gather the information we will needin order to begin providing this valuable Service to you, and toschedule a visit from our Technical Team so that we can beginconfiguring your Network for Managed Services.Thank you again for allowing us the opportunity to earn yourbusiness. In a short time, I’m sure you’ll agree that you’readding tremendous value to your Organization through ourManaged Services.Sincerely,385

The Best NOC and Service Desk Operations Book Ever!Incident Management and Resolution Process ExampleIncident Management and Resolution ProcessExample1. Support Request is Received2. Trouble Ticket is Created3. Issue is Identified and documented in Help Desksystem4. Issue is qualified to determine if it can be resolvedthrough Tier 1 SupportIf issue can be resolved through Tier 1 Support:5. Level 1 Resolution - issue is worked to successfulresolution6. Quality Control –Issue is verified to be resolved toClient’s satisfaction7. Trouble Ticket is closed, after complete problemresolution details have been updated in Help Desksystem386

The Best NOC and Service Desk Operations Book Ever!Incident Management and Resolution Process ExampleIf issue cannot be resolved through Tier 1 Support:6. Issue is escalated to Tier 2 Support7. Issue is qualified to determine if it can be resolved byTier 2 SupportIf issue can be resolved through Tier 2 Support:8. Level 2 Resolution - issue is worked to successfulresolution9. Quality Control –Issue is verified to be resolved toClient’s satisfaction10. Trouble Ticket is closed, after complete problemresolution details have been updated in Help DesksystemIf issue cannot be resolved through Tier 2 Support:9. Issue is escalated to Tier 3 Support10. Issue is qualified to determine if it can be resolvedthrough Tier 3 Support387

The Best NOC and Service Desk Operations Book Ever!Incident Management and Resolution Process ExampleIf issue can be resolved through Tier 3 Support:11. Level 3 Resolution - issue is worked to successfulresolution12. Quality Control –Issue is verified to be resolved toClient’s satisfaction13. Trouble Ticket is closed, after complete problemresolution details have been updated in Help DesksystemIf issue cannot be resolved through Tier 3 Support:12. Issue is escalated to Onsite Support13. Issue is qualified to determine if it can be resolvedthrough Onsite SupportIf issue can be resolved through Onsite Support:14. Onsite Resolution - issue is worked to successfulresolution15. Quality Control –Issue is verified to be resolved toClient’s satisfaction388

The Best NOC and Service Desk Operations Book Ever!Incident Management and Resolution Process Example16. Trouble Ticket is closed, after complete problemresolution details have been updated in Help DesksystemIf issue cannot be resolved through Onsite Support:17. I.T. Manager Decision Point – request is updated withcomplete details of all activity performed389

The Best NOC and Service Desk Operations Book Ever!Employment Ad for a Service Desk EngineerEmployment Ad for a Service Desk EngineerService Desk EngineerCompany: NameLocation: Full addressStatus: Full-Time, EmployeeJob Category: Service DeskRelevant Work Experience: 3-5 YearsCareer Level: Experienced (Non-Manager)We are currently seeking a highly skilled Service Desk engineerwith the drive and determination to help us support our clientbase. This position reports to our Service Manager. We arelooking for an individual who is a problem-solver and has aproven track record of working within a team environment tosuccessfully address challenging user computing issues, and isaccustomed to leveraging technical training opportunities toimprove their skills. If you have the experience and the desire,we'd like to talk to you.Our Service Desk engineers are responsible for maintaininguser uptime and improving their computing experiencesthrough effective remote monitoring, maintenance andproblem identification and resolution activities, as well as390

The Best NOC and Service Desk Operations Book Ever!Employment Ad for a Service Desk Engineergrowing and developing the organization’s perception withexisting clients through exceptional customer service.Candidates must be energetic and focused with a strongmotivation to learn new technologies and management andmaintenance processes. This position requires dedication,persistence, follow-up, effective utilization of providedresources and unbeatable customer service.This position will include identifying user problems andworking within a structured problem management andresolution process to remediate them within established SLAs,and involves working with other resources and vendors todeliver effective support services. Responsibilities includeidentifying, documenting and troubleshooting user computingissues to resolution and maintaining client satisfaction.Job duties include utilizing our remote monitoring andmanagement (RMM) and professional services automation(PSA) solutions along with other service-specific tools andtechnologies to deliver remote user support services andupdate service request information, answer technical supportcalls, assign ticket severity, prioritize work accordingly, andcollaborate and work with other staff and vendor supportresources to resolve issues. Overall relationship managementand the ability to coordinate required resources to respond tocomplex IT requirements are desired. Other requirements391

The Best NOC and Service Desk Operations Book Ever!Employment Ad for a Service Desk Engineerinclude participating in ongoing training and attainment ofmanufacturer certifications, developing and maintainingrelationships with user and vendor contacts, and preparingand presenting service and monitoring reports tomanagement regularly.Minimum Skills Required:Minimum three years Service Desk experienceMicrosoft Certified Professional statusExcellent knowledge of our supported software andtechnologiesStrong interpersonal skills required to effectivelycommunicate with users and vendorsPassion for teamwork, continuing education, problemsolving and exceptional customer serviceMust be well spoken, outgoing, organized, detailedorientated,dependable and flexibleExperience with HP, Cisco and Citrix technologies aplusValid driver's license and proof of insuranceBackground check and drug screen requiredReliable transportationThis Position Entails:392

The Best NOC and Service Desk Operations Book Ever!Employment Ad for a Service Desk EngineerTroubleshooting user problems over the phone andwith remote control technologiesAccurate documentation of all activities conductedThe ability to manage, maintain, troubleshoot andsupport our users’ networks, equipment, software andservicesThe ability to learn quickly and adapt to changingrequirementsThe Successful Candidate must be:Professional and articulateInterpersonally adeptTechnically proficientA relationship builderA problem solverBenefits include group medical/dental insurance, paidvacation, holidays, personal & sick time and trainingreimbursement. Our generous compensation plans arestructured as salary plus bonuses for meeting utilization,compliance and customer service requirements, with initialcompensation commensurate with relevant experience.Qualified candidates please submit a current resume, alongwith salary history.393

The Best NOC and Service Desk Operations Book Ever!Employment Ad for a Service Desk Engineer394

The Best NOC and Service Desk Operations Book Ever!Employment Ad for a NOC EngineerEmployment Ad for a NOC EngineerNetwork Operations Center (NOC) EngineerCompany: NameLocation: Full addressStatus: Full-Time, EmployeeJob Category: Network OperationsRelevant Work Experience: 3-5 YearsCareer Level: Experienced (Non-Manager)We are currently seeking a highly skilled NOC engineer withthe drive and determination to help us support our clientbase. This position reports to our Service Manager. We arelooking for an individual who is a problem-solver and has aproven track record of working within a team environment tosuccessfully address challenging network computing issues,and is accustomed to leveraging technical trainingopportunities to improve their skills. If you have theexperience and the desire, we'd like to talk to you.Our NOC engineers are responsible for maintaining useruptime and improving their computing experiences throughproactive remote monitoring, maintenance and problemidentification and resolution activities, as well as growing and395

The Best NOC and Service Desk Operations Book Ever!Employment Ad for a NOC Engineerdeveloping the organization’s perception with existing clientsthrough exceptional customer service. Candidates must beenergetic and focused with a strong motivation to learn newtechnologies and management and maintenance processes.This position requires dedication, persistence, follow-up,effective utilization of provided resources and unbeatablecustomer service.This position will include identifying hardware, network andservice problems and working within a structured problemmanagement and resolution process to remediate themwithin established SLAs, and involves working with otherresources and vendors to deliver effective support services.Responsibilities include identifying, documenting andtroubleshooting client network and computing issues toresolution and maintaining client satisfaction.Job duties include utilizing our remote monitoring andmanagement (RMM) and professional services automation(PSA) solutions along with other service-specific tools andtechnologies to deliver remote network environment supportservices and update service request information, answertechnical support calls, assign ticket severity, prioritize workaccordingly, and collaborate and work with other staff andvendor support resources to resolve issues. Overallrelationship management and the ability to coordinate396

The Best NOC and Service Desk Operations Book Ever!Employment Ad for a NOC Engineerrequired resources to respond to complex IT requirements aredesired. Other requirements include participating in ongoingtraining and attainment of manufacturer certifications,developing and maintaining relationships with user andvendor contacts, and preparing and presenting service andmonitoring reports to management regularly.Minimum Skills Required:Minimum three years NOC experienceMicrosoft Certified Professional statusExcellent knowledge of our supported software andtechnologiesStrong interpersonal skills required to effectivelycommunicate with users and vendorsPassion for teamwork, continuing education, problemsolving and exceptional customer serviceMust be well spoken, outgoing, organized, detailedorientated,dependable and flexibleExperience with HP, Cisco and Citrix technologies aplusValid driver's license and proof of insuranceBackground check and drug screen requiredReliable transportationThis Position Entails:397

The Best NOC and Service Desk Operations Book Ever!Employment Ad for a NOC EngineerTroubleshooting network, equipment and servicerelatedproblems with remote control technologiesAnalyzing remote monitoring reports to identifycapacity and performance issues and remediate themAccurate documentation of all activities conductedThe ability to manage, maintain, troubleshoot andsupport our users’ networks, equipment, software andservicesThe ability to learn quickly and adapt to changingrequirementsThe Successful Candidate must be:Professional and articulateInterpersonally adeptTechnically proficientA relationship builderA problem solverBenefits include group medical/dental insurance, paidvacation, holidays, personal & sick time and trainingreimbursement. Our generous compensation plans arestructured as salary plus bonuses for meeting utilization,compliance and customer service requirements, with initialcompensation commensurate with relevant experience.398

The Best NOC and Service Desk Operations Book Ever!Employment Ad for a NOC EngineerQualified candidates please submit a current resume, alongwith salary history.399

The Best NOC and Service Desk Operations Book Ever!Employment Ad for a Service DispatcherEmployment Ad for a Service DispatcherService DispatcherCompany: NameLocation: Full AddressStatus: Full-Time, EmployeeJob Category: DispatcherRelevant Work Experience: 3-5 YearsCareer Level: Experienced (Non-Manager)We are currently seeking a highly skilled service dispatcherwith the drive and determination to help us support our clientbase. This position reports to our Service Manager. We arelooking for an individual who is a problem-solver and has aproven track record of working within a team environment tosuccessfully address remote user issues requiring onsitedispatch. If you have the experience and the desire, we'd liketo talk to you.Our service dispatchers participate in our problemmanagement and resolution process, and assign resources toand schedule all remote, onsite or bench services, as well asgrowing and developing the organization’s perception withexisting clients through exceptional customer service.400

The Best NOC and Service Desk Operations Book Ever!Employment Ad for a Service DispatcherCandidates must be energetic and focused with a strongmotivation to learn new technologies and management andscheduling processes. This position requires dedication,persistence, follow-up, effective utilization of providedresources and unbeatable customer service.This position will include coordinating efficient and timelyclient installation and repair assignments through effectivemanagement of our field engineering staff and working withina structured problem management and resolution process tocomplete them within established SLAs, and involves workingwith other resources and vendors to deliver effective supportservices. Responsibilities include continuously monitoring andadjusting work assignments to insure optimum techproductivity through efficient routing and maintaining clientsatisfaction.Job duties include utilizing our professional servicesautomation (PSA) solution to monitor remote user supportservices and update service request information, answertechnical support calls, assign ticket severity, prioritize andschedule work accordingly, and collaborate and work withother staff and vendor support resources to resolve issues.Overall relationship management skills and the ability tocoordinate required resources to respond to complex ITrequirements are desired. Other requirements include401

The Best NOC and Service Desk Operations Book Ever!Employment Ad for a Service Dispatcherparticipating in ongoing training and preparing and presentingservice reports to management regularly.Minimum Skills Required:Minimum three years service dispatch experienceExcellent knowledge of our supported software andtechnologiesStrong interpersonal skills required to effectivelycommunicate with users, staff and vendorsPassion for teamwork, continuing education, problemsolving and exceptional customer serviceMust be well spoken, outgoing, organized, detailedorientated,dependable and flexibleValid driver's license and proof of insuranceBackground check and drug screen requiredReliable transportationThis Position Entails:Heavy scheduling and management of humanresourcesEfficient and effective routing of each day’s scheduledwork to the appropriate field engineerAccurate documentation of all activities conductedHeavy follow-up and follow-throughThe ability to learn quickly and adapt to changingrequirements402

The Best NOC and Service Desk Operations Book Ever!Employment Ad for a Service DispatcherThe Successful Candidate must be:Professional and articulateInterpersonally adeptTechnically proficientA relationship builderA problem solverBenefits include group medical/dental insurance, paidvacation, holidays, personal & sick time and trainingreimbursement. Our generous compensation plans arestructured as salary plus bonuses for meeting utilization,compliance and customer service requirements, with initialcompensation commensurate with relevant experience.Qualified candidates please submit a current resume, alongwith salary history.403

The Best NOC and Service Desk Operations Book Ever!Employment Ad for a Service Dispatcher404

The Best NOC and Service Desk Operations Book Ever!Employment Ad for a Service ManagerEmployment Ad for a Service ManagerService ManagerCompany: NameLocation: Full AddressStatus: Full-Time, EmployeeJob Category: Service ManagementRelevant Work Experience: 5-7 YearsCareer Level: Experienced (Manager)We are currently seeking a highly skilled service manager withthe drive and determination to help us support our clientbase. This position reports to our Director of TechnicalServices. We are looking for an individual who is a problemsolverand has a proven track record of managing a technicalteam to successfully address challenging user computingissues, and is accustomed to maintaining technical staffinglevels, training and certification requirements, problemmanagement and resolution processes and client satisfactionvia strict SLA management. If you have the experience and thedesire, we'd like to talk to you.Our service manager is responsible for maintaining clientuptime and improving their computing experiences through405

The Best NOC and Service Desk Operations Book Ever!Employment Ad for a Service Managermanaging our technical staff’s effective remote monitoring,maintenance and problem identification and resolutionactivities, as well as growing and developing the organization’sperception with existing clients through exceptional customerservice. This position will directly supervise our Service Deskand staff, provide customer service support, analyze trends inclient inquiries/requests for assistance, recommendimprovements in overall service levels and monitor staffperformance. Candidates must be energetic and focused witha strong motivation to learn new technologies andmanagement and maintenance processes. This positionrequires dedication, persistence, follow-up, effectiveutilization of provided resources and unbeatable customerservice.This position will include managing a structured problemmanagement and resolution process to remediate clientproblems within established SLAs, and involves working withother resources and vendors to deliver effective supportservices.Job duties include utilizing our professional servicesautomation (PSA) solution to manage technical supportservices and collaborate and work with other management,staff and vendor support resources to insure effective,efficient service delivery to clients. Overall relationship406

The Best NOC and Service Desk Operations Book Ever!Employment Ad for a Service Managermanagement skills and the ability to coordinate requiredresources to respond to complex IT requirements are desired.Other requirements include participating in ongoingmanagement and strategy meetings and preparing andpresenting service reports to management regularly.Minimum Skills Required:Minimum three years service dispatch experienceExcellent knowledge of our supported software andtechnologiesStrong interpersonal skills required to effectivelycommunicate with clients, staff and vendorsPassion for teamwork, problem solving andexceptional customer serviceMust be well spoken, outgoing, organized, detailedorientated,dependable and flexibleValid driver's license and proof of insuranceBackground check and drug screen requiredReliable transportationThis Position Entails:Management of human resources to meetorganizational goals for service excellenceAdministrator of established company policies407

The Best NOC and Service Desk Operations Book Ever!Employment Ad for a Service Manager Analysis of service delivery business unit data to seekimprovements in efficiency and productivity Heavy follow-up and follow-through The ability to learn quickly and adapt to changingrequirementsThe Successful Candidate must be:Professional and articulateInterpersonally adeptTechnically proficientA relationship builderA problem solverBenefits include group medical/dental insurance, paidvacation, holidays, personal & sick time and trainingreimbursement. Our generous compensation plans arestructured as salary plus bonuses for meeting utilization,compliance and customer service requirements, with initialcompensation commensurate with relevant experience.Qualified candidates please submit a current resume, alongwith salary history.408

The Best NOC and Service Desk Operations Book Ever!Employment Ad for a Service Manager409

The Best NOC and Service Desk Operations Book Ever!Hiring Checklist for a New Technical PersonHR Hiring Checklist for a New Technical Person1. Run ad for technical person Completed2. Receive and review resume3. Conduct telephone interview Use standard interview questions4. Email candidate DISC behavioral profile link5. Email candidate PTSI profile link Email candidate results of profilesbefore live interview6. Schedule live interview in office Complete job application and typingtest Review DISC behavioral profile Review PTSI profile Give candidate technical testReview position requirementsReview training process andtimeline7. Schedule second interview with uppermanagement8. Establish start date for candidate (at least 1week out to check references)9. Email offer letter to candidate10. Conduct criminal background check andreference check410

The Best NOC and Service Desk Operations Book Ever!Hiring Checklist for a New Technical Person11. Schedule appointment for drug screen12. New hire orientation Issue employee handbook Schedule company training Company tour and introduction tostaff411

The Best NOC and Service Desk Operations Book Ever!What’s on the Download?HR Interview Questions for a New TechnicalPersonPrimary Questions*What do you know about our company?What we are looking for is do they know us or havethey at least looked at the web site. (we fill them in ifthey don’t know)Tell me a little bit about yourself. If needed clarify (tellme about your previous jobs)What are some of your strengths ….. Weaknesses?What do you see yourself doing in 3 years? …. howabout in 5 years?Tell me a time when you made a mistake and whatsteps did you take to resolve the issue?What do you get excited about? …. What upsets you?What situations make you lose your temper?What was one of your greatest successes?What are 3 things you do extremely well?What are 3 things you need to work on?In a group or team what position do you take on?Tell us about a team you have worked in.What are three positive things your last boss would sayabout you?How much guidance and management do you like?How much do you feel you need?What type of people do you work best with?412

The Best NOC and Service Desk Operations Book Ever!What’s on the Download?If budgets were of no concern, what would be the firstthing you would spend money on and why?What are your compensation requirements?Can we have references?Can you send us an example of something you’vewritten?Do you have any questions for us?Additional Questions*Is there anything that would interfere with yourregular attendance?What would your perfect job look like?Why should we hire you?What makes you more qualified than the otherapplicants?What are the skills that you think would benefit ourcompany?How do you see yourself fitting in to our organization?Rate yourself on a scale of 1-10 on Word, Excel,PowerPoint, Outlook and VistaWhat type of work environment do you like?How do you work under pressures & deadlines?If you could start your career again, what would you dodifferently?How would you describe your personality? What isyour favorite movie of all time? Why?413

The Best NOC and Service Desk Operations Book Ever!What’s on the Download?Describe a time when you made a client/clientextremely happy?Do you mind if we call your former employer?Why are you considering a career change at this timeor leaving your current position?What do you like and dislike about your currentposition?What about this position do you find the mostattractive? .... Least attractive?In your present position, what problems have youidentified that had previously been overlooked?What kind of feedback have you received from pastclients and clients?How have you handled negative feedback from clients,clients, or team members?Give us an example of a time where there was aconflict in a team/group that you were involved in andhow it was resolved.Information Systems Questions*Describe your documentation skillsRate yourself on a scale of 1-10 on, Windows Server,Backup Exec, Visio, Trend/Norton AV.How comfortable are you working with varioushardware?What important trends do you see in our industry?Do you hold any certifications?414

The Best NOC and Service Desk Operations Book Ever!What’s on the Download? How do you feel about attaining certifications? Do you own a car and have a driver’s license? Do you mind using your personal vehicle for work? What are your hours of availability? How do you feel about working some nights andweekends? What are the seven layers of the OSI model? What sort of cabling is suitable for Fast Ethernetprotocols? What is the difference between a hub, switch, androuter? What is a default route? What is the difference between TCP and UDP? How would you optimize Exchange memory usage on aWindows Server server with more than 1Gb ofmemory? What are the standard port numbers for SMTP, POP3,IMAP4, RPC, LDAP and Global Catalog? What are the IP address ranges for class A-E? 5. What items of information would you request from auser to effectively address a technical problem? What command do you use to force the client to giveup the DHCP lease if you have access to the client PC? What’s the difference between forward lookup andreverse lookup zones in DNS? How do you breakup a broadcast domain?415

The Best NOC and Service Desk Operations Book Ever!What’s on the Download?If you were setting up a new PC for an existing userwith and existing a PC what steps would you gothrough?Name key files or directories on a Windows systemthat should always be backed up.What are some things to troubleshoot for an I/O errorreported in your backup logs?Scenario Questions*A call comes in to the help desk from a user statingthat no one in his or her building can get logged on.The PCs in that building are plugged into a switch andthen connected to your building with routers over a T-1 line. What do you do?Fifty new PCs are to arrive within two weeks, andyou're tasked with installing them. You have a staff offive people. Describe how you would take this projectfrom beginning to end.A call comes in from a client that is irate because it hasbeen 3 hours and his/her problem hasn’t been fixedyet. Describe how you would deal with this situationstep by step.What is DHCP and how does it work? What is it usedfor?What is DNS and how does it work? What is it usedfor?Describe what a netmask is. How does it work?416

The Best NOC and Service Desk Operations Book Ever!What’s on the Download?*Special thanks to Kurt Sippel from Applied Tech Solutions417