ENGINEERING SERVICES DESK

When critical equipment or systems fail, the impact can be significant—jeopardizing personnel safety, operational efficiency, and financial stability. Valuable time and resources are often drained as teams scramble to identify the cause and restore normal operations.

Casne Engineering’s Service Desk (ESD) provides comprehensive life cycle support for your Operational Technology (OT) systems, ensuring smooth and reliable operations. With 45 years of Operational Technology, system integration, and systems engineering experience, Casne offers engineering-level expertise to support your critical infrastructure. Our 24x7x365 monitoring and proactive response—guided by ITIL best practices—keep your systems operating efficiently and reliably.

KEY Benefits

Maximized System Uptime
Casne's ESD can continuously monitor your OT systems to detect and resolve potential issues before they disrupt operations. In case of a major incident, we respond rapidly, restoring service and identifying root causes to prevent future occurrences.

Increased ROI
Leverage our expert support to maximize the value and performance of your OT assets, allowing you to get the most out of your technology investments.

Enhanced System Integrity
Through regular patch management, health assessments, and system audits, we ensure that your OT environment remains secure, up-to-date, and optimized for reliable performance.

Reduced Operational Costs
With comprehensive support, you can alleviate the burden on in-house teams, enabling them to focus on strategic initiatives while we handle system maintenance, monitoring, and troubleshooting.

A Trusted Partner for Your Operations
As an extension of your team, we deliver dependable, day-to-day support, allowing you to concentrate on your core business goals while we handle the technical challenges. With a team of subject matter experts on hand, we proactively address issues before they disrupt your operations or divert your team’s focus.

Supported OT ENVIRONMENTS

Casne Engineering Service Desk supports a wide range of OT systems and technologies critical to industrial and operational environments. Our team of seasoned professionals offers deep expertise across:

• Enterprise IT servers and network infrastructure
• Plant Data Historians and Time Series Databases (TSDBs) specifically for managing real-time data collection, storage, and analysis:
   
  • AVEVA (formerly OSIsoft) PI System and all related applications
  • Rockwell Automation FactoryTalk Historian
  • InfluxDB
  • TDengine
  • TimescaleDB
  • Prometheus
  • OpenTSDB
  • Various Cloud TSDBs including AWS Timestream, Azure 

• PLC (Programmable Logic Controllers)
  
  
  • Allen-Bradley (all flavors)
  • Siemens S7
• HMI (Human-Machine Interfaces) and SCADA (Supervisory Control and Data Acquisition) systems
   
  • Inductive Automation Ignition SCADA
  • Rockwell Automation FactoryTalk View and RSView
  • AVEVA System Platform
  • AVEVA Wonderware Intouch
  • Siemens WinCC
  • Proficy iFIX

• Building Management Systems (BMS) and DCIM (Data Center Infrastructure Management) Systems
  
  
  • Schneider Electric EcoStruxure (formerly StruxureWare and ION Enterprise)
  • Siemens Desigo
  • Tridium Niagara
  • Automated Logic WebCTRL
  • Nlyte FieldView
  • Vertiv
  • FNT
• Specialized Applications tailored to industrial automation and control systems
   
  • Kepware OPC Server (OPC UA, OPC DA, and OPC HDA)
  • Matrikon OPC Server
  • HiveMQ MQTT Server
  • Vantiq

Our staff includes ICS/OT professionals and experienced IT support technicians who are adept at managing and maintaining these complex systems​​.

How Our Engineering Service Desk Works

Our Service Desk operates within the standardized IT Infrastructure Library (ITIL) framework to deliver seamless and structured support. Core service offerings include:

• Incident and Problem Management: Quickly restore operations and address root causes to prevent recurring problems.
• Configuration Management: Maintain accurate system documentation and configuration settings to ensure smooth operations.
• Change and Release Management: Implement safe, controlled changes with minimal disruption to your systems.
• Monitoring and Event Management: Continuously monitor system performance, providing alerts to prevent issues before they impact operations.

Additionally, we offer:

• Service Level Agreements with guaranteed response times and US-based 24x7x365 live support coverage.
• Patch Management to protect systems from security vulnerabilities and ensure compatibility with your IT infrastructure.
• Health Assessments to identify system vulnerabilities and provide recommendations for optimization.
• Third-Party Vendor Management to coordinate with external providers when resolving complex issues.
  

Flexible Engagement and Onboarding

We provide tailored support plans designed to meet the unique needs of your organization. Our onboarding process includes:

• System Health Assessments to evaluate current performance and areas for improvement
• Configuration Audits to ensure proper system setup
• Customized Support Plans aligned with your specific goals

Upon completion of the onboarding phase, we establish predictable, competitive pricing through a Service Level Agreement (SLA), ensuring clarity around response times and service coverage. We also offer quarterly reviews to adjust our services as your business needs evolve.

For more information on how our Engineering Service Desk can support your OT systems and keep your operations running smoothly, contact us using the "SET A MEETING" link above.