Automate Workflow

The NMS platform provides custom workflow orchestration that executes custom internal alarm handling, external software processing, or configuration actions when monitoring detects changes in custom device status, processes, applications, files, etc.

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Automate Workflow

The NMS system supports custom configuration workflows. When triggering the status, process, application, file, etc., of custom devices, it runs custom internal alarm processing actions, external software processing actions or configuration actions, etc. For example, the following scenario:​

Tiered Support

HELP DESK & INCIDENT MANAGEMENT TIERS
For any incidents, we immediately get into action, open up a conference bridge, liaise with all the involved parties for resolution, and send regular updates to business and IT stakeholders, based on the escalation matrix. The following are the different tiers of support our Help Desk offers.

Tier-1

Support

It is backed by a generalist NOC Technician with a broad understanding of a part(s) of the IT and network infrastructure under management.

Basic support and troubleshooting, such as password reset, printer configurations, break/fix instruc tions, ticket routing, and escalation to Tier-2 and Tier-3 support.
  • Support for identified Tier-2 and Tier-3 issues, where configuration solutions have already been documented.
  • When a Tier-1 issue is not resolved, the Tier-1 NOC Technician classifies the problem into the appropriate Response Time SLA/ Severity Level and
    escalates to the appropriate Tier-2 contact, along with the ticket number; then tracks the ticket to close.

Tier-2

Support

  • Issues such as break/fix, configuration issues, troubleshooting, software installations, and hardware repair (including in-house repair or coordinating depot services) are handled in this level of support.
  • Issues escalated by Tier-1 support are handled. The technicians here are more specialized and will first determine if the problem falls in the
    specialist’s domain, based on the data collected by the Tier-1 NOC Technician.
  • If it falls in their domain, they determine if it is a new or an existing issue. At this point, NOC specialists might use advanced diagnostic tools and data analysis.
  • If it is an existing problem, Tier-2 specialists find out if there is a solution or a workaround in the database. However, in some cases, there might be no solution if it is a known issue. In such cases, NOC Engineers include additional notes on the issues register and escalates to the relevant vendor or Tier-3 Engineer.
  • If it is a new problem, they conduct further analysis to see if it could be fixed and resolve the issue. If not, it is then escalated for Tier-3 support, where it is typically assigned to a certified NOC engineer or a product
    specialist.

Tier-3

Support

  • Highly complex incidents with the ability to engage with a specialist in the vendor Technical Assistance Centers (TAC) are handled in this level of support.
  • They collect all the necessary information from the bottom two tiers. They perform deep level analysis, directly work on sensitive administrative
    permission items, and implement changes, configurations and other technical solutions (within the limits of the contract) for fault resolution.
  • Support for troubleshooting, configuration, database administration, and repair for servers, network, infrastructure, Data Center, email, file shares, and other infrastructure issues.
  • Furthermore, with the ability to deploy solutions to new problems, our Tier-3 Engineers have the highest level of expertise for solving difficult
    issues. They become the customer’s central point of contact for coordinating complex incident resolution that might involve multiple
    vendors.

Innovative XaaS and
IT Management Solutions Architecture

Key Challenges Addressed by
Innovative XaaS and IT Management Solutions:

Rising Cyber Threats

Protect exposed networks as businesses shift online, eliminating vulnerabilities with proactive threat detection.

Complex Tech Demands

Simplify operations with a unified platform that adapts to new technologies, reducing the burden on IT teams.

Workload Overload

Automate repetitive tasks like log analysis, configuration management, and performance tuning.

Skill Gaps

Leverage expert-driven solutions and a user-friendly portal to bridge talent shortages and standardize operations.

Smart essentials to make your ITSM wholesome

Make service management cross the boundary from IT to other business processes with the ITSM

ITSM Platform

Overview:

ITSM is the “heart” of the Innovative XaaS and IT Management Solutions, serving as the core platform for managing customer network issues and incident reporting effectively. It provides a standardized operational method for Innovative XaaS and IT Management Solutions.

Key Features:

24/7 Instant Ticket Creation and Response:
Experience rapid ticket creation and processing that aligns with customer service agreements. Receive updates via email, SMS, and WeChat, while also allowing for web-based ticket tracking and history retrieval.

Network Monitoring System (NMS)

Core Functionality:

The Network Monitoring System is the central feature of the Innovative XaaS and IT Management Solutions, focusing on the operational stability and security monitoring of network devices. With 24/7 monitoring of customer-connected devices, it triggers response rules for instant ticket creation, connecting engineers to resolve issues and inform users.

Why Choose Innovative XaaS and IT Management Solutions?

Unlocking Your Business Potential

24/7 Network Monitoring

Continuous oversight of devices, traffic, and logs for instant anomaly detection.

Cloud-Based ITSM Platform

Automate workflows, generate real-time reports, and resolve incidents faster.

Private Operations Portal

Track every action with a dedicated dashboard for audits, compliance, and transparency.

Scalable
Security

Stay ahead of threats with AI-driven analytics and adaptive response protocols.

Contact Us

You’re not a customer yet and would like to discuss our services?

Join Our Global
Cybersecurity Alliance

Whether you’re an enterprise seeking protection or a tech provider expanding capabilities, let’s build safer digital ecosystems.
  • +852 2138 9380
  • info@ncdefence.com
  • Suite 3606, 36/F, Skyline Tower, 39 Wang Kwong Road, Kowloon Bay, Kowloon

China offices:

Zhuhai
Rm 1303-1305, 13/F, Windsor International Building, Xiangzhou District, Zhuhai​

Guangzhou
Unit 104-106, Zone B, Guangzhou VC Town, Haizhu District, Guangzhou

Let’s get in touch

Whether you’re an enterprise seeking protection or a tech provider expanding capabilities, let’s build safer digital ecosystems.