So, you’ve just signed off on a new Managed Service. Now what?
The first step to your onboarding with Security Operations Centre is being assigned a dedicated Service Delivery Manager/Coordinator (SDM/C). But what does Service Delivery entail for your Managed Service?
At The Missing Link, we offer Service Delivery at our 24/7 Security Operations Centre, for all customers. Our Service Delivery Manager/Coordinator will:
- Identify, review, approve and incorporate change into the managed Security Operations environment aligned with the Managed Services Agreement, including any types of changes in hardware, software, roles, documentation, or responsibilities
- Monitor, control, manage and administer daily service deliverables and solutions
- Identify, diagnose, assign, track, and resolve incidents or requests contained in the service level agreements (SLAs)
- Help to maintain the IT and business alignment, including performance analysis and reporting, staff assessments, review of outages or incidents, capacity forecasting and continual Service improvement
Now how do we get started?
To kick things off, you’ll meet your SDM/C when they contact you to schedule your kick-off meeting. Here you’ll get to know our teams, we’ll get to know your current environment and the scope of your service. You’ll also receive an overview of the schedule for the Onboarding & Hypercare stages of your Managed Service, including post-meeting minutes.
Service Delivery also includes onboarding and hypercare to help you get started.
Onboarding
So you’ve had your kick-meeting – now the next step is onboarding. This meeting will be the first working meeting in the setup of your Managed Service, which allows our team to confirm SOC access to the platform and the onboarding any relevant log sources.
You’ll also get the chance to meet our watchers and defenders who will be monitoring your environment.
Hypercare
This stage is where you’ll start to hear more from our watchers as they begin to triage the alerts, make note of known behaviours and start the process of whitelisting. Your SDM/C will be organizing and participating in these meetings and will be able to help you with any questions you may have surrounding your Managed Service
Once you have been fully onboarded and the Hypercare stage is completed your Managed Service with The Missing Link is now up and running!
So now your Managed Service is all set up, what next?
The SOC Watchers and Defenders will now be monitoring your environment and analyzing any alerts that come through to find any potential threats. Depending on the service that you’ve purchased you may have recurring reports that are accompanied by a service meeting. Your SDM/C will be the one delivering those reports securely to your inbox, as well as arranging your service meeting to go over the findings and any questions you may have about the data, analysis or general questions surrounding your Managed Service.
Your SDM/C will be available whenever you need them, and with everything set up and in place you can rest assured that your Managed Service is in the hands of one of Australia’s most advanced onshore SOCs.
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