MSOC Process Excellence

Service Delivery Model of MSOC is aligned to ITIL & ISO20000:2005 requirements. MSOC follows conventional but proven method of Plan, Do, Check & Act (PDCA) cycle to define & rollout the process. Process Management in MSOC is a 5 step process:

1. Process Definition
2. Process Induction
3. Process Compliance
4. Process Sustenance
5. Process Improvement

 The differentiators in ACCEL MSOC Service Delivery Model are

• Dedicated Technical Service Desk / Change management & Problem Management function
• Leadership involvement in High Severity Incidents & Critical Changes
• Conference Bridge process for High Severity Incidents & Critical Changes
• Visibility of Incident Progress to Customer and all stakeholders
• Defined Metrics & Measurement process for each process & step
• Established Performance Review mechanism
• Process Compliance Audits for Incidents, Change & Problem record
• Strong & innovative Knowledge base
• Continual Improvement initiatives through Service Improvement Programs (SIP) & Six Sigma/Lean
• Defined Customer Feedback Process to ensure Customer Satisfaction