Managed Support Services

Our Remote Network Operations Center (RNOC) provides the best people, technology, and processes to manage and monitor your entire operation proactively.

RNOC Service Desk Functions

Helpdesk Services

Our Cloud Support can detect and report many events even before they occur, thanks to our cutting-edge monitoring and service management platform, and we also provide 24×7 IT Support. At Right Skale, we provide the services on a ‘pay-as-you-go’ basis.

RNOC Service Desk Functions

Managed Support & Helpdesk Services

Managed Helpdesk Services


Framework Helpdesk

ITIL V3 Framework Helpdesk Management

help (1)

Application Management

Enterprise Application Operations

help (2)

Infrastructure Management

Infrastructure Operations (Systems, Storage & Network)

help (3)

SLA Management

SLA Management & Reporting

help (4)


24x7x365 monitoring

help (5)

Problem Management

Incident & Problem Management, Runbook Automation, Root Cause Analysis

help (6)


Configuration & Change Management

help (7)

Security Management

Security Management-Event Monitoring & Remediation

help (8)

Patch Management

Patch Management – Any OS

help (9)

Performance Management

Performance & Capacity Management

help (10)

Business Continuity Operations

High Availability, DR Planning & Recovery

help (11)

Governance, Knowledge

Governance and Optimization, Knowledge base Management

Managed Support & Helpdesk Services

Service Desk Engagement Models

Local Service Desk

Our ITIL certified helpdesk technicians will be co-located with or close to your business.


Best fit model, if your business has multiple sites. Our helpdesk technicians can support all your sites from one central location.


Global distributed help desk, if your business requires onsite, offshore and nearshore.

Follow the sum

Our qualified helpdesk staff will support you 24x7x365 either central or virtual.

Managed Support & Helpdesk Services

Service Desk Metrics

Average First response time

Average resolution time

First contact resolution

Reopened Tickets

Created Resolved tickets

Resolution SLA %ac

Unplanned Services


Normal Requests


Emergency Requests

Emergency Requests

Alert Management


Logical or Physical