MSOC Policies And Procedures

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Welcome to the Managed Services Operations Center (MSOC) for XYZ Solutions Group (XYZ). As an ZZZ business partner, the MSOC has been established for the purpose of providing managed services for Clients. This Web site serves as a centralized repository for all policies, procedures, and supporting documents that are associated with the day-to-day operations of the MSOC. Administrators and engineers are provided the ability to quickly and easily navigate to documentation needed to perform assigned duties accordingly.

MSOC Overview

This facility is located in Boca Raton, Florida, and is protected against unauthorized entry by the utilization of an electrically interlocked entrance. The MSOC maintains a call center that is continuously available, and monitors, troubleshoots, and documents all customer infrastructure activity within XYZ’s Managed Services division. MSOC Administrators are available twenty-four hours each day, seven days each week, to assist with customer requests. Their goal is to fulfill the Client's needs and exceed their expectations.

The MSOC is staffed around the clock by administrators whose primary responsibilities are to:

• Monitor, maintain, and protect the MSOC, the Client's environment, and the equipment

• Fulfill the Client's requests for modifications as needed, and

• Perform backups and other procedures described on this Web site.

How To Use This Document

Each procedure is structured to lead you through specific steps to ensure the rapid and efficient completion of a particular task. In addition to the steps, general overviews are provided for clarity. After you have completed a specific procedure several times, and have become familiar with its background, you will be able to use the document as a reference guide and proceed directly to the steps required.

The document is structured in a hierarchical manor to facilitate quick and efficient searches for appropriate instructions. The drill-down approach looks something like this:

Essentially, when an administrator reports for the assigned shift, the appropriate checklist is accessed from this Web site via the XYZ Managed Services Portal. The administrator's responsibility is to perform the tasks that appear on the checklist. If additional instructions are required for a particular task, a hyperlink is provided to access the procedures directly from the checklist.

Conventions

The procedures are organized in a logical order to accommodate a quick search for and access to a particular topic. The following is a discussion of some of the conventions that will help you in your search for the information you need in order to accomplish your tasks.

1. Each procedure will begin with standard information, similar to the following.

The information contained in this header can be used for cross-referencing, which will be explained as that feature becomes available.

2. If there are additional topics that are associated with the current topic that you are displaying, a cross-reference may be provided. For example, under the topic titled "Change Management Overview" there is a cross-reference to "Change Control Procedure", which looks similar to this:

From the topic titled "Change Management Overview" all you need to do is click on the hyperlink to review the related topic. Go ahead and try it now by clicking here on Change Management Overview, and then scroll down to the bottom and click on the related topic under Related Procedures. A new window will be displayed with the topic called "Change Control Procedure".

3. For your convenience, at the end of each topic, there is a button that, when clicked, will display a complete list of the procedures. From that list, you have a choice of selecting a topic either by the procedure number or alphabetically by procedure title.

If you want to see this list now, simply click on the button below.

4. The traditional Web browser navigation panel on the left side of the page is also utilized throughout. Please note that it provides complete search capabilities by using the buttons titled "Contents", "Index", and "Search".

Contents — Provides a complete table of contents, similar to that found in a traditional hard-copy version of a manual.

Index — Provides a complete list of all of the topics in this Help system.

Search — Search for specific words or phrases, or choose from a list of keywords.

5. Adjust the navigation pane — Sometimes there are graphics within a topic that may be easier to view in a full screen. If it helps, you may decrease the width of the navigation pane on the left and increase the width of the topic window on the right by sliding the border between the two.

6. Hide the navigation pane — You may hide the navigation pane completely by clicking the X in the right-top corner of the navigation pane.  To restore the navigation pane, simply click the Refresh button on your browser, or click the Contents button.

7. Display the navigation pane — Occasionally you may display a topic without the left navigation panel, or even the buttons at the top. If this happens, the word Show usually appears underlined in the top-left corner. To restore the complete display, simply click the word Show.

Search Methods

To select a specific document, there are four methods that you may use, which are explained below. Please choose the one that best fits your needs. You may click on the green text to see the detailed steps that are associated with that particular method.

1. Use the Table Of Contents in the left navigation panel.

   1. If the table of contents does not appear in the panel to the left, click the Contents button at the top.

   2. Browse the contents to find the book in which your document should be filed.

   3. Click the book to display the documents included within the book.

   4. Click on the name of the document you want.

   The document will appear in the right panel, OR will open another application like Word or Excel to display your requested document.

    

3. Use the Index in the left navigation panel.

   1. If the index does not appear in the panel to the left, click the Index button at the top.

   2. Browse the items in the index list, or type the first word or two of the document for which you are looking.

   3. Click on the name of the document you want.

   The document will appear in the right panel, OR will open another application like Word or Excel to display your requested document.

    

4. Use the Search capability.

   1. Click the Search button at the top of the left navigation panel.

   NOTE: Optionally, you may use the Search field at the top of this panel.

   2. Type the name of the document or a pertinent phrase in the search field.

   3. Click the GO button.

   4. Click on the name of the document you want.

   The document will appear in the right panel, OR will open another application like Word or Excel to display your requested document.