ORGANIZATIONAL TOOLS & SLAS

Toolsets included:

Service Level Agreements

  • Zendesk for Ticketing- (captures all events e.g. end-user calls, device notifications)
  • Huntress – identify attacks, footholds, and compromises. Isolate these events, and provide the steps for engineering remediation
  • Managed Workplace (for central device management)
  • IT Glue (secure and confidential information platform that meets compliance requirements)
  • Knowledge Base of events/remediations (a feature of Zendesk)
  • Auvik
  • Lionguard
L1 Service Desk Analyst/REACT
L1 First Level Analyst/RESPOND
L2 Second Level Engineer/REMEDIATE
L2+ IT Service Management/REPORT
L3 Third Level Escalation
Subject Matter Expert/RESOLVE