SolveForce runs IT as a measurable product—proactive care, fast support, and airtight change control—so your teams can focus on the business while we operate, secure, and prove the platform.
Related pages:
🧑💻 IT Catalog → /it-services • 🧱 Patching → /patch-management • 🖥️ NOC → /noc
🔐 Security → /cybersecurity • 🛡️ EDR/XDR → /mdr-xdr • 📱 MDM/UEM → /mdm
🌐 Networks → /lan • /sd-wan • ☁️ Cloud → /cloud
💾 Backups/DR → /cloud-backup • /backup-immutability • /draas
📊 Evidence/Automation → /siem-soar
🎯 Outcomes (Why SolveForce Managed IT)
- Fewer incidents — proactive patching, monitoring, and standardized images cut noise.
- Faster resolution — clear SLOs, tiered support, and runbooks keep MTTR down.
- Secure-by-default — device posture (MDM/UEM + EDR), ZTNA for access, least privilege.
- Predictable cost — right-size licensing, retire shelfware, cloud commitment plans.
- Audit-ready — tickets, changes, backups, and drills export to your SIEM for proof.
🧭 Scope (What We Operate)
- Service Desk (L1/L2/L3) — multi-channel support, self-service portal, knowledge base, remote assistance.
- Endpoint Management — Windows/macOS/Linux, profile & policy baselines, MDM/UEM enrollment, app packaging, hardware lifecycle. → /mdm
- Patch & Vulnerability — OS/app patch cadence with maintenance windows, vuln triage & fixes. → /patch-management
- Identity & Access — SSO/MFA, joiner–mover–leaver, license governance; ZTNA for admin tools. → /iam • /ztna
- Productivity & Collaboration — M365/Google Workspace, file services, email security/DLP, identity-proofing. → /email-security • /dlp
- Network & Wi-Fi — LAN/WAN/SD-WAN, NAC 802.1X, QoS, DHCP/DNS/IPAM hygiene. → /lan • /sd-wan • /nac
- Cloud & Servers — IaaS/PaaS ops, Kubernetes/VMs, cost & capacity management. → /cloud
- Backup & DR — endpoint/server/cloud workloads, immutability, quarterly restore tests. → /cloud-backup • /backup-immutability • /draas
- Monitoring & NOC — 24×7 health, availability, performance, and capacity; change & incident coordination. → /noc
🧱 How We Run It (Spelled Out)
- Standardize — golden images, baseline configs, and policy-as-code to prevent drift.
- Instrument — endpoint/infra monitoring, synthetic tests, cost telemetry, and SLA dashboards.
- Automate — patch rings, software distribution, account lifecycle, and runbook actions via SOAR. → /siem-soar
- Secure — EDR/XDR, disk encryption, device compliance, ZTNA for admin & remote access. → /mdr-xdr • /ztna
- Prove — tickets, changes, patches, backups, and drills auto-export to SIEM for audits.
📐 SLO Guardrails (Targets You Can Measure)
| Domain | KPI / SLO | Target (Recommended) |
|---|---|---|
| Service Desk | First response (P1/P2/P3) | ≤ 15 / 60 / 240 min |
| Resolution (P1/P2/P3) | ≤ 4 h / 8 h / 2–5 d | |
| Patching | Critical OS/app patch window | ≤ 7–15 days |
| Vulns | Critical/High remediation | ≤ 15 / 30 days |
| Endpoints | Compliance (EDR/MDM, disk crypto) | ≥ 98–100% |
| Backups | Success rate (rolling 30d) | ≥ 99% & 100% immutability for Tier-1 |
| Restores | Test-restore cadence | Monthly (Tier-1) / Quarterly (others) |
| Availability | Key services (M365, VPN/ZTNA, DNS/DHCP) | ≥ 99.9–99.99% |
| Evidence | Ticket/change/backup logs to SIEM | ≤ 120 s |
SLO breaches open tickets and trigger SOAR (rollback, re-patch, resync, escalate vendor, invoke DR). → /siem-soar
🔒 Compliance & Security Add-Ons
- SOC 2 / ISO 27001 evidence packs; quarterly access certs; policy attestations. → /grc
- HIPAA / PCI overlays (ePHI/PAN labeling, DLP, encryption, BAAs, CDE segmentation). → /hipaa • /pci-dss
- NIST/FedRAMP-aligned ops for public sector environments. → /nist • /fedramp
📊 Observability & Reporting
- Dashboards — SLA attainment, MTTR, endpoint compliance, patch/vuln posture, backup success, restore tests, cost and license hygiene.
- Monthly Ops Report — incidents, changes, problems, availability, improvements, and optimization wins.
- Evidence Exports — CSV/PDF packs or SIEM integrations for audits and QBRs.
🛠️ Implementation Blueprint (No-Surprise Rollout)
1) Discover & baseline — asset inventory, identity posture, patch status, backups, network & cloud map.
2) Harden & enroll — MDM/UEM + EDR, disk crypto, ZTNA; standard images; local admin removal.
3) Patch & vuln rings — pilot → broad; change windows; maintenance calendar.
4) Service desk cutover — catalog, SLAs, escalation matrix, KB migration, self-service portal.
5) Monitoring & backups — agents & synthetic tests; backup policies + immutability; test-restore evidence.
6) Automation — JML, software distribution, routine SOAR runbooks; cost/licensing optimization.
7) Operate & improve — monthly SLO/QBR review, roadmap, and continuous reduction of toil.
✅ Pre-Engagement Checklist
- 🗂️ User/device counts; OS/app mix; remote/field footprint.
- 🔐 IdP/SSO/MFA state; ZTNA/VPN; MDM/EDR tools.
- 🧰 Current patch/vuln tooling, maintenance windows, exceptions.
- 💾 Backup scope & retention; Object-Lock needs; DR tiers.
- 🌐 Network map (LAN/WAN/SD-WAN), DNS/DHCP/IPAM posture.
- ☁️ Cloud tenants & key services (M365/GWS, IaaS/K8s); cost/license targets.
- 📊 SIEM destination; reporting cadence; compliance scope (SOC2/ISO/HIPAA/PCI).
- 🤝 Escalation contacts; vendor contracts; change control process.
🔄 Where Managed IT Fits (Recursive View)
1) Grammar — IT events traverse /connectivity & /networks-and-data-centers.
2) Syntax — workloads live in /cloud and on-prem; endpoints governed via /mdm//mdr-xdr.
3) Semantics — /cybersecurity preserves truth; backups/DR prove recoverability.
4) Pragmatics — /siem-soar automates response; QBRs drive continuous improvement.