Presenter: Erick Simpson
This session focuses on day-to-day NOC and Service Desk operations. Although the NOC’s duties and responsibilities are oriented towards proactively managing and maintaining efficient operating states of hardware devices, software operating systems and applications and insuring the continuity of services; and the Service Desk’s and its staff’s duties and responsibilities are focused on managing end user incidents and problems, they both respond to incidents and problems that impact these by following established service delivery processes. Based on best practices for proactive and reactive maintenance and service delivery, at a high level, the general framework governing these processes is shared by both the NOC and Service Desk, with differences surfacing based upon specific tasks. This session drills down into daily activities of NOC and Service Desk staff, including proactive maintenance, reactive incident management, and other support activities, including on-boarding new clients and network documentation duties. Also covered are best practices for interacting with clients and end-users.
