MSI Managed Services for Microsoft Azure

Service Delivery Model - MSI employs a global, ITIL-aligned delivery model designed for continuous support and governance across Azure environments:

1. 24×7×365 Coverage - Operations are managed through MSI’s Service Desk, Network Operations Center (NOC), Security Operations Center (SOC), and Practice Engineering teams, ensuring uninterrupted monitoring and remediation.

2. Dedicated Governance Team - Each client is assigned a Service Delivery Team consisting of a Technical Account Manager (TAM) and a Customer Solutions Executive (CSE). These roles serve as single points of contact for strategic oversight, quarterly business reviews, and change management through a formal CAB process.

3. Structured Onboarding - Engagement begins with environment discovery, project planning, and deployment of monitoring and management tools across compute, network, storage, and security layers. MSI’s onboarding includes runbook creation, SIEM integration, and identity policy configuration before transitioning to steady-state operations.

4. ITIL & SOC 2 Type 2 Compliance - All services follow ITIL best practices for incident, request, change, and knowledge management, supported by SOC 2 Type 2 controls for security and governance.

5. Continuous Improvement - MSI conducts quarterly business reviews to analyze KPIs, optimize Azure spend, and identify opportunities for innovation and risk reduction.

Proactive Monitoring and Support - MSI’s Managed Services team provides continuous, preventative monitoring and rapid remediation across all in-scope Azure resources and hybrid infrastructure:

1. 24×7 Observability Platform - Tracks system health, network performance, CPU, memory, disk utilization, and application telemetry with custom thresholds to trigger alerts before issues impact users.

2. Automated Alerting & Ticketing - Alerts automatically generate tickets in MSI’s ITIL-aligned service management system for immediate triage by NOC/SOC teams.

3. Continuous Event Analysis - SOC parses syslogs, flow data, and event streams from Azure and connected systems, tuning thresholds to reduce false positives.

4. Preventative Maintenance - Regular patching of OS, firmware, and monitoring agents during client-approved windows; endpoint security and compliance maintained.

5. Backup & Data Integrity Monitoring - MSI monitors backup jobs for successful completion, remediates failures, and performs integrity checks to ensure recoverability.

6. Performance Dashboards & Reporting - Clients receive real-time dashboards and quarterly reports detailing infrastructure health, trends, and optimization recommendations.

Comprehensive Security Management - MSI delivers a robust security framework through its Core Guard Managed Security Services, fully integrated with Microsoft Azure and designed to protect cloud, hybrid, and on-premises assets:

1. 24×7 SOC Monitoring - Continuous threat monitoring across networks, endpoints, subscriptions, resource groups, and Azure services. Our SOC applies advanced analytics and threat intelligence to identify anomalies, ransomware indicators, privilege misuse, and configuration drift.

2. Cloud-Native SIEM Integration (Azure-Wide) - MSI operates a cloud-based SIEM platform that integrates with any Microsoft Azure cloud products, including Azure Virtual Machines, Microsoft Entra ID (Azure AD), Microsoft Defender for Cloud, Azure SQL, Storage (Blob/Files), App Services, Containers/Kubernetes, and other PaaS/SaaS workloads. This enables centralized log ingestion, correlation, behavioral analysis, and automated alerting across your entire Azure footprint.

3. Advanced Detection & Response - Curated rules and machine learning models drive high-fidelity detections. Incidents are triaged into ITIL-aligned workflows for rapid containment and eradication, with playbooks covering identity compromise, lateral movement, data exfiltration, and suspicious service configuration changes.

4. Continuous Vulnerability Management - Internal and external scanning with CVSS-based prioritization, coordinated remediation via change control, and governance reviews to keep risk reduction visible, measurable, and audit-ready.

5. Security Awareness & Compliance - Ongoing security awareness programs (training + phishing simulations) and operations aligned to SOC 2 Type 2 and NIST frameworks. Quarterly security posture reporting highlights progress and next best actions.

6. Incident Response & Recovery - Predefined escalation matrices and communication protocols are established during onboarding. For high-impact events, MSI coordinates investigation, hands-on remediation, safe recovery, and after-action reporting—aligned to change processes and vendor escalation paths.