1st Echelon Support
Overview
The 1st Echelon represents the foundational level of managed services support, focusing on Managed IT Platform Only. This echelon provides essential infrastructure and platform management capabilities that support internal IT engineering teams in maintaining stable, secure, and available service platforms.
Core Service Components
Infrastructure & Platform Management
Management of the underlying infrastructure and platform components that support technology services, ensuring stable operation and proper configuration of core systems.
Information Security Management & Security Posture
Oversight of security controls, vulnerability management, and maintenance of security posture across managed platforms, including security monitoring, patch management, and compliance with security policies.
Knowledge & Release Management
Documentation and knowledge base maintenance for platform configurations, procedures, and release management processes to ensure consistent and controlled updates to managed environments.
Availability & Security Monitoring & Event Management
Continuous monitoring of platform availability, performance metrics, and security events, with alerting and initial response to incidents affecting platform stability or security.
Measurement & Reporting, & Continual Improvement
Regular reporting on platform performance, availability metrics, and security posture, with ongoing analysis and recommendations for continual improvement of managed services.
Target Audience
1st Echelon services support Internal IT Engineering teams by providing the foundational platform management layer that enables them to build, deploy, and maintain business services on stable, secure infrastructure.
Service Scope
This echelon focuses on platform-level management rather than application or end-user support. It provides the essential foundation upon which higher echelons build more comprehensive service management capabilities.
Key Activities
- Platform infrastructure provisioning and maintenance
- Security baseline management and monitoring
- Availability monitoring and incident alerting
- Platform documentation and knowledge management
- Performance metrics collection and reporting
- Platform release and change coordination
Deliverables
Platform Documentation
- Infrastructure configuration documentation
- Security baselines and compliance reports
- Platform architecture diagrams
- Standard operating procedures for platform management
Monitoring & Reporting
- Platform availability reports
- Security event logs and incident summaries
- Performance metrics and capacity utilization
- Change and release documentation
Escalation Path
Issues requiring architectural decisions, vendor engagement, or cross-platform coordination are escalated to client IT leadership or higher echelon services as appropriate based on service agreement terms.