Our NOC provides a thorough picture of everything that is happening with our networks. We have a step-by-step plan for seeing, reporting and resolving any issues that may arise over satellite networks.
We monitor deployed systems, including fixed and mobile, managed, shared or SCPC networks, through our NOC located in our Alexandria office. Daily we monitor the 300 plus systems we have in place throughout the world. We have a detailed NOC process our network managers have put in place to ensure any outage or other issue is addressed immediately.
Within our NOC is our Service Desk, which is the interface between our satellite operators and the system user. It guarantees the user accessibility to the service organization. As the single point of contact for the users, it keeps them informed on all relevant system and network level changes and provides status for all incidents. The Service Desk provides coordination for the associated internal and external support groups. It manages and is the owner of the service management processes: incident management, change management, configuration management, release management and problem management.
During the standard service phase, the Service Desk responsibilities include:
A service desk incident is defined as a degradation or failure of service or as a request for new service by a user. The Delta Bridge-Service Manager incident management process restores normal service operation as quickly as possible and minimizes the adverse impact on business. The secondary mission is to provide new installations, moves, additions, and changes to a user’s service as quickly as possible to improve availability and quality of service. This ensures that the best possible level of service quality and availability are maintained.
An incident may be reactive or proactive. A reactive incident is a response to a service outage or degradation reported by an end user. A proactive incident is one discovered before it can degrade service. Each incident communicated to the service desk will be collected in an incident tracking system using an agreed-on incident ticket form. The incident form proposed will provide enough information to allow problem resolution, including, at a minimum, the initial problem description, escalation details (priority, timers, and contacts), and a full incident closure description. Each incident will be assigned a unique number and communicated to the operator in an agreed-on fashion.
Delta Bridge augments our NOC with a distributed approach to Network Monitoring. Our satellite engineers have secure, smart phone applications that allow them to remotely access via VPN our dedicated NOC server to track systems for which they are responsible. These tools include Solar Winds Network Monitoring System and iMonitor software.