Operations | Monitoring | ITSM | DevOps | Cloud

Helpdesks serve as the initial line of defense for IT incidents, responsible for facilitating incident management, including logging, categorizing, and prioritizing incidents. In the event of a major incident, the helpdesk plays a crucial role in escalating the incident to the appropriate major incident management (MIM) team. The success of this process relies on the expertise of the helpdesk staff in providing situational context to expedite resolution.

Recently we updated our infrastructure. We wanted to discuss the updates we have done to show why we think it is important to keep our infrastructure up to date. Updating infrastructure is critical because it provides more security and improved speeds.