The seeds for this blog were planted earlier today, during a phone call with NetEnrich General Manager Justin Crotty. I mentioned that I'm starting to hear from more and more third-party companies that use help desk and NOC services almost as interchangeable terms.
Crotty's reply: NetEnrich has purposely avoided the help desk market, leaving that opportunity for VARs and MSPs to directly manage and mitigate end-user issues. In stark contrast, NetEnrich focuses on NOC (network operations center) services, fully managing customers' IT infrastructure and applications, on behalf of the VAR and MSP.
Generally speaking, NetEnrich sees:
- Help Desks remaining in-house within MSP organizations, so that the MSPs can personally support individual users who need help for items like login problems, a PC issue and so on.
- NOC services being outsourced from the MSP to NetEnrich, so that NetEnrich can manage alerts and other tasks directly related to the health of a network and associated business applications like databases.