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 27001evidence packs; quarterly access certs; policy attestations. → /grc
- HIPAA / PCIoverlays (ePHI/PAN labeling, DLP, encryption, BAAs, CDE segmentation). → /hipaa • /pci-dss
- NIST/FedRAMP-alignedops 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
🔄 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.
📞 Run IT That’s Proactive, Secure & Proved Every Month
Key terms in plain language
Open a term for a concise explanation of language used on this page.
Service-Level Agreement (SLA)
A provider’s written commitment covering service targets such as availability, response time, repair time, and sometimes financial credits when commitments are missed.
SD-WAN
Software-defined wide area networking. It manages multiple connections and chooses paths based on application needs, performance, and policy to improve resilience and control.
VPN
A virtual private network creates an encrypted connection across another network, commonly allowing remote users or offices to access private resources securely.
Infrastructure as a Service (IaaS)
Cloud-based servers, storage, and networking that customers configure and manage without owning the underlying data-center hardware.
Disaster Recovery (DRaaS)
A plan and service for restoring applications, data, and operations after an outage or disruption. DRaaS provides recovery infrastructure through a managed cloud service.
Cybersecurity
The practices and controls used to protect identities, devices, networks, applications, and data from unauthorized access, disruption, or manipulation.
Identity and Access Management (IAM)
The systems and policies that determine who a user is, what resources they may access, and how that access is authenticated and reviewed.
Multi-Factor Authentication (MFA)
A login control requiring more than one form of verification, such as a password plus an authenticator app, security key, or biometric factor.