Our Process

Organizations whose tasks are repeatable and time-dependent require well thought out and defined procedures in order to extract the desired output of that process each and every time. This is what we do at NetSurant to support your critical network environment.  In order for our team to deliver the support you need, each member of the team must work in concert, guided by defined processes which eliminate guess work, trial and error and luck from network support.

NetSurant has embraced and uses the ITIL framework as the best practice framework for our service delivery processes. ITIL (IT Infrastructure Library) is a series of books providing guidance on IT service definition and a focus on ongoing service improvement. By aligning our processes with ITIL processes, NetSurant joins a fast-growing group of prominent organizations adopting this strategy, collaborating on IT service best practices, improving service delivery for all.

The Deming Cycle: Quality Processes

The Deeming Cycle is a tool used for assuring quality and tracking improvement efforts.

Our Process

Select A Process

Service Desk
The Service Desk is a function, not a process. The Service Desk is the primary interface to the end-user and coordinates change requests, addresses problems, communicates service goals, and monitors customer satisfaction.
Availability Management
Ensures that the predetermined level of service availability is provided.
Incident Management
The goal of Incident Management is to return business to a normal service level as quickly as possible, with minimum disruption to the business.

Event > Detect > Record >
Investigate > Diagnose >
Escalate > Resolve
Problem Management
The objective of Problem Management is to identify the root cause of problems and to initiate action to improve or correct the situation.

Problem Control > Error Control > Proactive Problem Management
Change Management
The end goal of Change Management is to execute a change with minimal cost and minimal risk of business disruption, while ensuring that strategic improvement requests are quickly processed and implemented.

RFC Analysis > Prioritize >
Categorize > Schedule >
Test > Decision >
CAB Review > Implementation
Configuration Management
Configuration Management provides a logical model of the infrastructure by identifying, controlling, maintaining, verifying and reporting of configuration items in existence. This infrastructure is the Configuration Management Database (CMDB) and contains all relevant details of the IT infrastructure.
Release Management
Oversee the controlled distribution of software and hardware components into the live environment.