2nd Echelon Support
Overview
The 2nd Echelon builds upon 1st Echelon capabilities by adding Managed Design Desk services. This echelon extends platform management with strategic architecture, design, and planning capabilities that support non-IT service stakeholders and business leaders in aligning technology services with business objectives.
Includes All 1st Echelon Services, Plus:
Managed Design Desk
A dedicated design function that translates business requirements into technical architectures and service designs, ensuring managed services align with organizational strategy and operational needs.
Architecture Management
Design and maintenance of service architectures across managed platforms, including integration patterns, data flows, security architectures, and technical standards that govern service implementations.
Service Configuration & Deployment Management
Strategic oversight of service configurations and deployment processes, ensuring consistent implementation of designed architectures and proper validation of service deployments against design specifications.
Availability, Capacity, Performance, & Continuity Management
Proactive management of service availability targets, capacity planning, performance optimization, and business continuity planning to ensure services meet business requirements for reliability and resilience.
IT Asset, CMDB, & Service Catalog Management
Comprehensive management of IT assets, configuration management database (CMDB), and service catalog to maintain accurate inventory, relationships, and service definitions supporting business operations.
IT Strategy & Service Finance Management
Strategic planning for IT services and financial management of service delivery, including budget planning, cost allocation, and financial reporting to support informed decision-making by business leaders.
Target Audience
2nd Echelon services support Non-IT Service Stakeholders & Business Leaders by providing architecture and design expertise that bridges business requirements and technical implementation, enabling strategic alignment of technology investments.
Service Scope
This echelon focuses on strategic design, architecture, and planning rather than tactical implementation or support. It provides the design authority and strategic oversight that ensures managed services deliver business value.
Key Activities
- Business requirement analysis and service design
- Technical architecture design and documentation
- Service catalog definition and maintenance
- Capacity planning and performance optimization
- IT asset and configuration management
- Service financial planning and cost management
- Business continuity and disaster recovery planning
Deliverables
Architecture & Design Documentation
- Service architecture diagrams and specifications
- Integration architecture and data flow documentation
- Technical standards and design patterns
- Service catalog and service definitions
Strategic Planning Documents
- Capacity planning reports and recommendations
- IT strategy and roadmap documentation
- Service financial reports and budgets
- Business continuity and disaster recovery plans
Configuration Management
- CMDB maintenance and accuracy reports
- IT asset inventory and lifecycle tracking
- Configuration baseline documentation
Escalation Path
Strategic decisions requiring executive approval, cross-functional coordination, or significant business investment are escalated to business leadership and executive stakeholders for review and authorization.