Vigilance™ Platform
Vigilance is the enterprise service management platform under IT360 Secure. It puts infrastructure, security, applications, and AI on one screen, with SLAs you can see and a baseline leadership can act on.
Midmarket IT teams now run the same mix of cloud, security tools, business applications, and AI that a large enterprise runs, with a fraction of the people. Each tool reports on itself. Nobody reports on the business.
Vigilance pulls those signals into one place, triages routine work with AI before a person touches it, and turns 60 days of data into a performance baseline your board can follow.
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60%
of IT issues resolved before users feel them
64%
of service requests resolved through AI-enabled automation
40%
faster IT issue resolution
60%
fewer availability incidents
Typical outcomes for IT360 Secure clients running on Vigilance, Silver Tree Corporate Overview 2026.
Rockwell Automation reports that manufacturers ignore or waste 57% of the operational data they collect, and Siemens puts unplanned outages at large plants at 27 hours a month. Each new tool adds another console, and nobody connects them.
TICKET CYCLES
Mean time to resolve stays high, recurring problems never get a root cause, and SLA misses reach users before they reach IT.
TOOL SPRAWL
Infrastructure, security, and cloud run on separate tools from separate providers. Correlation is manual, and accountability is split.
LEAN TEAMS
Uptime, security, compliance, and now AI governance land on a team that hasn't grown. Each new tool adds manual work.
Vigilance shows the same live data four ways: to the CEO who needs the headline, the IT lead who runs the queue, the security owner who carries the risk, and the board that wants the trend.
Service health, SLA attainment, issues caught before users, and open risks on one screen, with SLA status by service, including AI services and copilots. A short written summary tells the CEO and COO what changed this month and what it means for the business.
Every request and incident is classified, prioritized, and routed by AI as it arrives. Password resets, access requests, and patches close without a person, and incidents reach the right team with the SLA clock in view. Your team handles the exceptions.
Open vulnerabilities by severity, coverage across every endpoint, the security events that needed a decision, and the 30/60/90-day remediation plan from your security assessment, tracked to closure. Findings from autonomous penetration testing (NodeZero) feed the same view.
Sixty days of data, summarized for the board, the budget, and the early warnings. See Fold 5.
Vigilance is built on four layers. Together they move IT from reactive, ticket-based work to predictive, policy-based operations, without replacing the tools you already run.
LAYER 1
Collects telemetry, asset data, service history, user context, and policy into one record, so every decision starts from the same facts.
LAYER 2
Fulfills service requests by policy and runs remediation steps, such as rerouting, scaling, or restarting, before a user raises a ticket.
LAYER 3
Classifies, prioritizes, and routes incidents, correlates events across domains, and learns from every resolution.
LAYER 4
Tracks performance end to end across cloud, on-premises, and endpoints, and measures the digital experience employees actually get.
ServiceNow, BMC Helix, and Jira Service Management, plus Active Directory and Azure AD, RMM, EDR, SIEM, and CMDB tools, across cloud, on-premises, and hybrid environments.
Role-based access control and encryption in transit and at rest. Built to support GDPR, HIPAA, NIST, and ISO 27001 requirements.
The first 60 days set the baseline. From then on, leadership works from a consistent record of how technology performed, instead of incident reports and anecdotes.
1
The conversation moves from "we think we have a performance problem" to "here is what the data shows, and here is who owns the fix."
2
Spend requests arrive with the performance pattern behind them, whether the issue sits in infrastructure, applications, security, or AI.
3
Trends surface weeks before users notice them. In a plant, that is the difference between a planned fix and a stopped line.
Set the baseline
Measure performance
Find the recurring issues
Prioritize the fix
Measure again
Vigilance runs the Manage and Optimize stages of Silver Catalyst™, the six-stage method behind every Silver Tree engagement.
01
Designed for organizations from $50 million to $1 billion in revenue, with enterprise-grade capability and an implementation sized to match.
02
AI agents and virtual assistants handle routine requests around the clock, so capacity grows without adding headcount.
03
Connects to the service, identity, endpoint, and security tools you already run. It runs alongside them from day one.
04
SLAs are visible as they happen, and IT360 Secure pricing is per user and tied to performance.
Managed By Silver Tree
Silver Tree runs IT and security operations for you on Vigilance, with per-user consumption pricing, performance-based SLAs, and a configurable scope of work.
Explore IT360 Secure
Licensed As A Platform
An AI-first technology services firm used Vigilance to launch its own IT managed services offering, shortening its go-to-market cycle and opening new markets.
Read the Case Study
Transition risk is the reason many midmarket companies stay with a provider they have outgrown. Silver Tree runs the move as a governed program, with parallel monitoring in place before anyone hands over day-to-day ownership.
WEEKS 0 TO 1
Roles, escalation paths, communication plan, risk register, and change windows agreed before work starts.
WEEKS 1 TO 3
Assets, dependencies, and access documented, so tribal knowledge becomes recorded fact.
WEEKS 2 TO 6
Monitoring, backup, and restore validated in parallel, so the safety net exists before handover.
WEEKS 6 TO 8+
Controlled cutover, joint daily standups, and enhanced SLA oversight, then monthly service reviews.
No monitoring gaps
No access chaos
No surprises
No disruption by default
We have been talking about ESMaaS for several years now but this is the first we have seen as a platform.
ANALYST, GARTNER
Managed IT Infrastructure for a Commercial Builder
45% less downtime
25% lower IT costs
Construction
45% less downtime . 25% lower IT costs
A hybrid cloud environment run on Vigilance improved scalability and workflows for a growing commercial builder.
Recognized in 2023 as the First Enterprise Service Management as a Service Platform
Recognition
Listed in Silver Tree's 2026 Corporate Overview under Recognition and Momentum.
Book an advisory session with Darwin Herdman's team. Walk through Vigilance live and leave with a plan for your first 60 days.
