We are a process driven organization which allows us to design, provision and support over 1000 customer systems. We are also however flexible in our approach to ensure that efficiency is not lost through excessing procedures. We base our project management methods on a Prince2 framework and our service delivery on ITIL best practices.
Our NOC team runs 24 hours a day with the sole job of monitoring and responding to both expected and unexpected events. We proactively monitor all systems (both customer and internal) to ensure we catch as many issues before they become apparent. We then utilise a large server testing estate to check patching and updates before applying to live servers. If a bad patch is found (as is often the case) it is blacklisted until the vendor releases an update which we then re-test.