The Case for Network Security Operations Automation

The Case for Network Security Operations AutomationIs network security operations getting harder? Those who work in the trenches day in and day out sure think so. In fact, according to a recent report by ESG Research, a whopping 63 percent of cybersecurity and networking professionals employed by enterprise-level organizations believe it’s more difficult today than it was a mere two years ago. The reason? Well, a big part of it is the fact that there are more connected devices, applications and network traffic today than ever before.

Furthermore, 47 percent of those surveyed report increasing challenges in monitoring network behavior on an end to end basis. 41 percent believe the difficulties surrounding network security operations is due to the increasing adoption of cloud technology.

If you stop and think about it for a moment, enterprise networks are really just a series of moving parts – parts that continue to move at a rate that gets faster and more complex by the day. Organizations with limited resources – namely in the area of qualified network operations and cybersecurity personnel – simply cannot match this pace manually.

Forward-thinking infosec folks recognize the fact that the future of successful network security operations will hinge on the ongoing improvements being made on the automation front. As a matter of fact, 58 percent felt network security operations automation was “very important” in addressing IT initiatives of the future. 31 percent of survey respondents listed network security operations automation as “critical” for the future of IT.

In response to this growing need, IT solutions providers (like Ayehu) are focusing on developing and delivering robust network security operations automation platforms that are designed to address the pain points of this demographic. In addition to providing the ability to streamline and automate manual tasks and workflows, this technology is also built for easy integration with existing systems and applications, such as network monitoring and SIEM. This will allow enterprises to maintain a greater degree of control, intelligence and visibility over the various risks that today’s IT departments face.

The key to successful adoption of network security operations automation will ultimately lie in convincing those IT professionals who are already set in their ways of the many benefits this type of technology has to offer. As with just about any role, it can be challenging to teach and old dog new tricks, so to speak. It will be up to organizational leaders to effectively convince and convert their teams accordingly.

The days of relying on human workers and manual processes to keep the enterprise secure are all but gone. As such, CISOs and network operations managers must now thoroughly assess where they stand in terms of network security operations automation and begin making the transition as soon as possible. Once areas of concern such as bottlenecks and other shortcomings are identified, organizations will need to develop strategies to address these issues, making the adoption of network security operations automation a priority.

If you’re ready to make this transition within your organization, there’s no better time to start than the present. Click here to launch a free 30 day trial of Ayehu’s network security operations automation platform and start positioning your firm for future success.





IT Process Automation Survival Guide




Will NOC Automation Eliminate the Need for Human Personnel?

Will NOC Automation Eliminate the Need for Human Personnel?Whether you work in a dedicated Network Operations Center (NOC) or operate something similar as part of a team that processes incoming tickets, you’ve probably already heard rumblings about the concept of NOC automation. Perhaps you’ve bought into the idea that this technology will all but eliminate the need for human workers. Maybe you’ve already started brushing up your resume, looked into going back to school or are even thinking of changing career paths. Will NOC automation really replace human personnel? Not quite. In fact, to the contrary, here are five ways it will actually make your job even better.

Avoid Alert Fatigue

NOCs and their smaller counterparts handle an incredibly high number of tickets on a daily basis. Logic predicts that the greater the volume of tickets, the more challenging it becomes to do your job effectively. This is why so many in this field experience burnout, sometimes known as alert fatigue. Furthermore, with so many minor issues being fielded, it can be difficult to focus the appropriate amount of attention on critical situations, which means the entire organization can potentially suffer.

With NOC automation, much of the repetitive day-to-day tasks can be shifted to machine and the entire alert process can be streamlined and optimized. Add in the option of self-service automation, which allows the end-user to handle many of their own simple requests, like password resets, and the skilled IT pros are suddenly freed up to apply their time and talent to more important tasks.

Improve Communications

When an incident occurs in a busy NOC environment, it’s alarmingly easy for the process to hit a bottleneck or become lost in the shuffle. This is especially the case for situations in which escalation is required. The front-line employee may initiate a request immediately, but if that process isn’t managed properly, there’s no telling where it will go from there. NOC automation is specifically designed to streamline the notification and escalation process so that everything moves through the pipeline in a smooth, timely manner.

When IT staff responds to a notification, an automatic follow-up message can be triggered after a pre-defined timeframe. When the problem is resolved, the incident is closed and a recovery notification is distributed. If the problem remains open, an alert is automatically sent to the system administrator for further review and attention. This ensures that the lines of communication always remain open and flowing freely to eliminate costly delays.

Greater Incident Management

When an incident is triggered and a NOC employee is available to handle it, there’s usually no issue. But what happens if that person isn’t available, or doesn’t have the capacity to respond in a timely manner? The risk of a ticket sitting in limbo is greatly increased without some type of automated strategy in place. When NOC automation is implemented, the incident management process is much more efficient.

When an incident is triggered, the appropriate representative is notified. Here’s where technology really makes a difference. Should that person fail to respond in a specified amount of time, the system automatically escalates the incident to the next person in line, and so on. Furthermore, notifications and responses can be sent in a variety of ways, including email and SMS, which makes the entire process easier.

Gain Better Insight for Best Practices

NOC teams that perform best know that it requires continuous process improvement to stay a step ahead of the game. This is achieved through detailed, strategic reporting and analysis. Done manually, this can be a bear to perform and is probably at the top of the list of the least enjoyable tasks. The good news is, NOC automation is capable of enhanced tracking and reporting, which means that the necessary data will be available ad-hoc at the click of a button. Advanced analytics can then be performed to help identify and develop best practices for ongoing success and future improvement.

Escalation to Management or Clients

Depending on the type of service your NOC provides, keeping customers in the loop on the status of incidents may be a requirement. Furthermore, those in leadership roles within your organization, including executive management and possibly even specified shareholders, should be kept abreast of the status of things like significant outages. In either of these cases, figuring out who needs to know what, who will be in charge of spearheading this communication and executing an open dialogue can be a challenging and time-consuming task.

With NOC automation, alerts can be automatically sent to designated parties so they are kept in the loop and workflows can be set up to notify other business stakeholders about critical incidents. Additionally, in-depth reports on incident resolution performance and mean time to repair (MTTR) can be generated to satiate management and keep them in-the-know, reducing the need for follow-ups and manual status reports.

In conclusion, NOC automation is not poised to take over and replace human workers, but rather it is designed to enhance and complement the skilled personnel working within.

Want to see for yourself just how these benefits can play out in your NOC? Start a free trial of eyeShare today by clicking here.





5 Ways to level up your service desk using it process automation




Is Your NOC Bullying Your SOC?

Is Your NOC Bullying Your SOC?Without question there are marked similarities between the Network Operation Center (NOC) and the Security Operation Center (SOC). Unfortunately, these similarities often lead to the misconception that the duties of each role are interchangeable. Couple this with the widespread opinion that having a NOC in place negates the need for a formal SOC and you’ve got a scenario wrought with tension, resentment and, often times, downright bullying. In reality, the NOC and SOC both provide unique value to the organization, but only if they are able to cohesively work together.

Key Differences

The first step in marrying the NOC and SOC in a harmonious relationship involves recognizing and understanding the key, fundamental differences between both roles. Yes, both teams may be responsible to some degree for identifying, evaluating, resolving and/or escalating issues, however it is the type of issues and their subsequent impact that ultimately separate these two groups. For example, the NOC is typically tasked with handling incidents that affect availability and/or performance while the SOC focuses mainly on incidents that could potentially impact the security of assets. Both are working toward a shared goal of managing risk, however, how they approach and achieve that goal varies greatly.

Measuring Performance

NOCs and SOCs are also measured differently in terms of performance. The job of the Network Operations Center is to manage, maintain and meet service level agreements (SLAs) as well as handle incidents in such a way that limits any potential downtime as much as possible. In other words, NOC technicians are measured on how well they optimize system availability and performance. The Security Operations Center, on the other hand, is measured primarily on how well they protect sensitive data, hence the “security” title.

Both of these tasks are of critical importance to the success and ongoing profitability of an organization and should therefore be handled as separate but equal functions. Unfortunately, many organizations fall into the trap of believing that both can be combined into one universal operation. This can spell disaster, not necessarily because either is incapable of handling the other’s duties, but rather because of the stark contrast with which each approaches their role.

Separate But Together

Another key reason the NOC and SOC should be operated individually but in conjunction with one another is because of the specific skillsets technicians of each specialty possess. For example, a NOC analyst must possess proficiency in network, systems and application engineering. This extensive experience and educational requirement has occasionally led to the mistaken opinion that NOC team members are somehow smarter or more skilled.

In reality, SOC analysts must exhibit a similarly complex skillsets specific to security engineering, thereby debunking the notion that NOC representatives are somehow superior. Driving home these distinct yet equally important differences can help mend fences and create a more cohesive interdepartmental relationship based on mutual respect and understanding.

Further complicating the situation is the very nature of the adversaries each group must deal with on a daily basis. The NOC focuses on naturally occurring system events while the SOC faces vastly different “intelligent adversaries,” such as hackers and other cyber-criminals. As such, the solutions and strategies each group must develop, implement and maintain will also vary significantly. Expecting one group to adapt to the other’s policies, processes and priorities is a recipe for disaster.

Greater Demands = Higher Turnover

Lastly, there is the reality of the many demands and pressures placed on each of these groups and the subsequent way they respond. Security Operation Centers tend to have a much higher turnover rate than that of NOCs, with the average length of employment of a level 1 SOC topping out around 2 years or less. This is due in large part to the volatile and ever-changing nature of security operations. The tenure of NOC representatives tends to be significantly longer. It would therefore only stand to reason that expecting a NOC analyst to also take on the duties of a SOC would result in greater attrition and subsequently higher turnover rates across the board. It’s a costly price to pay for most businesses.

A Match Made in Heaven

Ultimately, the ideal solution to avoiding issues between the NOC and SOC is to recognize, understand and respect the subtle yet fundamental differences and find a way to foster collaboration and cooperation between the two. One way to accomplish this goal is to employ technological tools, such as automation, to connect both teams, promote the sharing of data and systems and facilitate a close working relationship through which each department complements the other. The SOC can focus on identifying and analyzing security incidents and use the data they gather to propose fixes to the NOC, which can then evaluate and implement those fixes accordingly, improving operations as a whole.

Get started with automation for your NOC, SOC or both by downloading your free trial of eyeShare today.





How to Get Critical Systems Back Online in Minutes




Why Your SOC and NOC Should Run Together but Separately

Man-in-control-roomThe similarities between the role of the Network Operation Center (NOC) and Security Operation Center (SOC) often lead to the mistaken idea that one can easily handle the other’s duties. Furthermore, once a company’s security information and event management system is in place, it can seem pointless to spend money on a SOC. So why can’t the NOC just handle both functions? Why should each work separately but in conjunction with one another? Let’s take a look a few reasons below.

First, their roles are subtly but fundamentally different. While it’s certainly true that both groups are responsible for identifying, investigating, prioritizing and escalating/resolving issues, the types of issues and the impact they have are considerably different. Specifically, the NOC is responsible for handling incidents that affect performance or availability while the SOC handles those incidents that affect the security of information assets. The goal of each is to manage risk, however, the way they accomplish this goal is markedly different.

The NOC’s job is to meet service level agreements (SLAs) and manage incidents in a way that reduces downtime – in other words, a focus on availability and performance. The SOC is measured on their ability to protect intellectual property and sensitive customer data – a focus on security. While both of these things are critically important to the success of an organization, having one handle the other’s duties can spell disaster, mainly because their approaches are so different.

Another reason the NOC and SOC should not be combined is because the skillset required for members of each group is vastly different. A NOC analyst must be proficient in network, application and systems engineering, while SOC analysts require security engineering skills. Furthermore, the very nature of the adversaries that each group battles differs, with the SOC focusing on “intelligent adversaries” and the NOC dealing with naturally occurring system events. These completely different directions result in contrasting solutions which can be extremely difficult for each group to adapt to.

Lastly, the turnover rate in a SOC is much higher than that of a NOC. Perhaps it’s the very nature of the role, but the average employment time for a level 1 SOC analyst is around 2 years or less. Tenure of a NOC analyst is much longer. It only stands to reason, then, that asking a NOC analyst to handle their own duties and also take on those of SOC will likely result in a much higher attrition rate overall.

The best solution is to respect the subtle yet fundamental differences between these two groups and leverage a quality automation product to link the two, allowing them to collaborate for optimum results. The ideal system is one where the NOC has access to the SIEM, so they can work in close collaboration with the SOC and each can complement the other’s duties. The SOC identifies and analyzes issues, then recommends fixes to the NOC, who analyzes the impact those fixes will have on the organization and then modifies and implements accordingly.





eBook: 5 Reasons You Should Automate Cyber Security Incident Response




Why You Should Also Automate Your NOC Incident Response

NOCRecently, we shared some compelling reasons why incident management should be the next process you automate. Today, we’d like to take it a step further and offer some insight as to why NOC incident response is also a critical process that can benefit greatly from automation.

These days, many larger organizations employ their own network operations center, or NOC, to help monitor and manage any incidents that may occur across the infrastructure. The NOC team is responsible for making sure systems are running smoothly so that production and efficiency can remain high. The way they achieve this goal is through incident management and response.

When a situation arises, such as a service interruption or some other significant incident, the NOC receives word via their monitoring system. Once they’ve identified an issue, they must initiate an incident response, which will in turn notify the appropriate parties, providing the necessary information so they can begin working to resolve the problem.

Critical issues must be addressed quickly, as any down time can have a tremendous negative impact on the organization, from lower revenue to lost customers. This puts a lot of pressure on NOC managers to handle any and all incidents with the utmost attention given to quality and turnaround time. The problem comes into play when businesses are still relying on antiquated systems to manage their incident response processes. The result is a huge margin for error and unnecessary delay.

Enter IT process automation. This allows NOC managers to pre-define notification and escalation procedures across multiple shifts and various roles. When incident response is automated, it guarantees that not only will critical alerts reach the right parties, but that they will also be received and handled in the most timely and efficient manner. The element of human error is eliminated, thereby improving the entire process.

IT automation can also add a level of sophistication to the incident response process. With the right automation tool, incidents can be managed remotely from anywhere. Human decisions can also be factored into the procedures as needed, with workflows proceeding as defined and pausing to allow key decision makers to provide instruction and input before continuing on to automated completion. Furthermore, a quality automation solution will also provide full transparency throughout the entire incident management process. This ensures that every critical incident is handled just as it should be.

The ultimate goal of any NOC is to reduce downtime as much as possible. Automating incident response can help cut incident recovery time by up to 90% – a feat that would be nearly impossible without the right technology in your corner. This helps to reduce the impact of system outages and other critical issues, ensuring business resilience and maximizing ROI.

With that said, if your NOC isn’t yet leveraging the power of automation to help optimize your incident response process, your organization is most certainly missing out. The good news is it’s never too late to start!





eBook: 5 Reasons You Should Automate Cyber Security Incident Response




How do you manage your alert notifications and escalation procedures in today complex IT?

Alert notification As an IT Manager, you probably get hundreds of emails a day, not to mention alert notifications and escalation from your monitoring systems, which “flood” your mailbox all day, every day. With so many incoming communications, it can be challenging and time consuming to distinguish between what is and isn’t important. This creates the inevitable risk that the moment a real problem arises, you might very well miss it.

For most organizations, this is simply not acceptable, but it’s par for the course with email notifications. So, what’s the solution? Simple: it’s time to consider changing the way you receive your alerts. Relying on email for critical for alert notifications and escalations can be risky. SMS is a much more effective tool for IT Managers.

How to automate alert notification & escalation procedures

When you connect your monitoring systems to SMS, you can effectively streamline your entire communication process, including:

  1. Setting up your alerting/monitoring system to send notification via SMS
  2. Escalating important alerts via SMS to business users and managers
  3. Using two-way SMS notification for receiving acknowledgements and allowing quick response
  4. Preparing pre-configured processes that will allow you to remediate incidents just by replying via your mobile device

With this advanced integration, you can:

  • Automate all of your alert notifications & escalations to be sent via email, SMS and phone calls (all three, if desired)
  • Open, update, and close tickets in service desk tools via automated workflow
  • Reduce resolution time of network and system alerts
  • Empower Level 1 and Level 2 operators to resolve more incidents, quickly and remotely

IT Operations & NOC managers are under intense demands to meet SLAs, providing better service to their customers. With Ayehu eyeShare for alert Notification & Escalation (N&E) Management Solution IT operations and Network Operation Center (NOC) managers can automate their entire incident notifications and escalations procedures, gaining better control over their incident-routing communication to their employees and customers.

Automating alert notifications to IT operations will significantly improve your application, service availability and reduce the Mean Time To Resolution.

Watch this video tutorial: Alert Notification and Escalation with Ayehu eyeShare





How to Get Critical Systems Back Online in Minutes




What is “Zero Level Support” and How Your NOC can Benefit from It?

Network Operation Center NOC LEVEL ZERORunning a successful IT operations requires achieving as much efficiency as possible. Most organizations do this by employing multi-level Network Operation Center (NOC) personnel. But that comes at a cost. What if there was a way to accomplish the majority of the work of lower-level NOC operations without requiring the additional personnel? With IT Process Automation, this is more than just a possibility – it’s completely achievable! It’s called zero-level support and it’s something that could potentially revolutionize your IT operations. Here’s how.

Level 1 NOC operations is typically the first line of contact for the end-user when an IT problem arises. As a result, this team handles many tasks that become routine and repetitive, which ultimately takes up a great deal of time that could be more effectively allocated elsewhere. IT Process Automation eliminates this waste of time and resources by taking these repetitive manual tasks and automating them, essentially freeing up the level 1 NOC personnel to be able to focus on other tasks that cannot be automated. In fact, up to 80% of first level NOC operations can be automated.

Some of the level 1 tasks that can be automated include:

  • Monitoring tickets, notifications and alerts and escalating issues
  • Ticket Troubleshooting
  • Restart Services, Password Resets, disk space cleanup
  • Updates and Documentation

When these routine tasks are no longer required to be handled manually, level 1 employees become empowered to do more complex tasks normally handled by level 2 NOC, which in turn allows higher level teams to take on more responsibility. This can significantly improve employee morale for your entire IT operations as a whole. Statistics have shown, time and time again, that satisfied employees are more productive and produce better output, so everyone benefits – from internal teams to end-users to external customers.

For NOC managers, IT Process Automation also makes the important job of staffing their departments much easier. When an organization has the right IT process automation tool in place, hiring a team of IT professionals no longer requires the presence of all the skills and capabilities as it would if the jobs were to be completed manually. Because so many of the manual tasks are handled by the software, the employees don’t necessarily have to possess the lengthy list of skills and experience they once may have in order to qualify.

Essentially, technology tools can replace the need to find employees that possess many of the skills previously required for these types of jobs. This allows managers to seek candidates that have other important business skills, creating a more robust team of professionals.

What all of this basically boils down to is the fact that withIT Process Automation, technology can essentially become your foundation of support – otherwise known as zero level. This makes the jobs of the other levels – from the 1st level up – as well as the management responsible for assembling highly effective, talented teams, much easier and much more efficient. This can ultimately benefit your entire organization as a whole.





IT Process Automation Survival Guide




How to Increase Network Operation Center Performance While Reducing Costs

In a world where outsourcing IT operations has become the norm rather than the exception, many organizations are finding it challenging to manage their network operation center performance when it is being handled offsite. The good news is you don’t have to outsource your Network Operation Center (NOC) to achieve operational efficiency! To the contrary, by leveraging IT Process Automation you can effectively keep your service levels high while also reducing the cost of your network operations. Here’s how.

You don’t have to outsource your Network Operation Center to achieve operational efficiency. IT Process Automation lets you keep your service levels high.

There are a number of simple IT Process Automation strategies that you can implement that will allow you to host your own in-house network operation center and do so efficiently and cost effectively. Here are just a few examples:

  • Empower your Level 1 teams, thereby reducing issues escalated to Level 2 IT Process Automation allows your first level personnel to handle things like password resets, disk space clean-ups, restart services and more. This instantly improves efficiency and service levels.
  • Reduce Level 1 and Level 2 workloads IT Process Automation frees up your NOC team to focus on more critical matters and other strategic initiatives, allowing for a much more efficient allocation of IT resources.
  • Automate repetitive activities No more time wasted on manual, routine and repetitive tasks. Automated workflows can be created to handle almost any activity.
  • Integrate with existing management tools With IT Process Automation, your NOC doesn’t have to be a separate entity. IT operations can quickly and easily be integrated with all of your other management tools, such as monitoring systems, service desks, AD and email, creating a seamless, streamlined operation.

In addition to these broad business strategies, IT Process Automation can also help to reduce and consolidate workflows to make them more efficient and effective. For example:

  • Reaction to a disk space / file directory quota breach thresholds:
    • Monitoring system sends an alert that threshold has been breached on disk drive on a production server
    • IT Process Automation tool receives the alert and notifies Level 1 to take ownership of the issue (various sources of notification can be used)
    • Level 1 replies back that he took ownership (reply sent directly to IT Process automation tool)
    • Level 1 decides what action to take. In this case, which file(s) should be deleted, or whether to escalate to Level 2
    • IT Process Automation tool performs the requested action and return message is sent upon success or failure
  • Reset of password on Linux server:
    • A user request to password reset on a specific server is received
    • A change request is created in the ITSM tool
    • This initiates an automated workflow in the IT Process Automation tool
    • The IT Process Automation tool connects to the remote server, resets the password to a predefined password and provides notification upon success

Theses are just a few examples of the many tasks and processes that IT Process Automation can manage, opening the door of opportunity for organizations to maintain their own NOC in-house. This allows for better control, communications and overall performance management, thereby improving service levels, increasing efficiency and further streamlining IT operations for optimum results.





eBook: 10 time consuming tasks you should automate




How can IT Process Automation help you solve 5 major NOC issues?

NOCMaintaining a 24/7 well-functioning Network Operation Center (NOC) is not an easy task to accomplish. To help you rise to the challenge, we have compiled a list of 5 major issues you may have run into and proposed a way to resolve them.

Extremely busy shifts

The NOC is usually a pretty hectic place: there is always an incident to escalate, a service to restore or a report to produce, and all that while having to keep monitoring other services. However, usually there is not enough manpower to accomplish all of these tasks successfully. To take the load off a busy shift, make a list of all known recurring problems or downtime with a clear procedure for solving. Then use eyeShare (IT Process Automation tool) to build a simple workflow that will solve the problem for you. Take for example a situation of a critical application that crashes twice a week and the solution is to remote connect to a server and restart a service. The NOC operator has to open the procedure every time, check the server name, check the service name and then start connecting to the server. Solving this incident can take any time between 5 to 30 minutes, assuming that the operator noticed the alert right away. If the monitoring system reported directly to eyeShare, the whole resolution process would end in less than a minute, including sending an email to the application’s manager and updating a ticket. By following these suggestions you will accomplish 2 things: a less busy shift and a shorter MTTR.

Daily tasks are highly time consuming

The NOC is responsible to carry out many day to day tasks – reports production, manual monitoring, or preventative tasks such as disk space cleanup and service resets. Naturally, executing all of these tasks is very time consuming and prevents NOC members from getting ahead with other projects that can potentially advance the team. Map out all tasks that have to be executed every shift, daily or weekly, and take the load off of your people by automating them.

Few of the team members lack technical knowledge

Not all NOC members necessarily have the same technical skills and knowledge. Therefore, some people might have more difficulties while handling an incident with a solution that requires advanced troubleshooting skills. The best solution in these cases is to have an expert to solve the problem for you: an expert can identify all troubleshooting steps and all possible options, and create an automated workflow that solves the problem perfectly every time.

Incidents are not solved within the NOC

Many times the NOC is required to escalate incidents to other teams who are more qualified to handle them, or who have the necessary permissions to solve them. Automate such solutions to save the valuable time of a higher tier team, or to avoid contacting on-calls in the middle of the night (which is always an unpleasant task). Another option is to semi-automate the workflow, meaning, that it can communicate with who’s on-call while making important decisions.

Escalation process is unclear or complicated to follow

When getting to the point that an escalation is required, one might get confused from the complexity of the escalation procedure, or from the fact that each service/system has a different procedure. In a busy shift it can be quite difficult to keep track of the time that has passed from the previous step of the escalation, and which steps were already executed, especially if there are several open incidents at the same time. Automating the escalation processes of frequent incidents or top services will prevent the confusion and will assure that your customers get their information correctly and on time – every time.

How to Get Critical Systems Back Online in Minutes




Why email alerts from monitoring tools no longer cut it

TWO-WAY-SMSRelying on email alerts for critical for notification and escalation can be risky. SMS is a much more effective tool for IT Managers.

As an IT Manager, you probably get hundreds of emails a day, not to mention those from your monitoring systems, which “flood” your mailbox all day, every day. With so many incoming communications, it can be challenging and time consuming to distinguish between what is and isn’t important. This creates the inevitable risk that the moment a real problem arises, you might very well miss it. For most organizations, this is simply not acceptable, but it’s par for the course with email notifications. So, what’s the solution? Simple: it’s time to consider changing the way you receive your alerts.

There is a great way of getting those important high priority alerts to your mobile, which both hastens the alert and escalation process, and allows you more flexibility to manage your busy day to day duties. Instead of relying on email, which can hinder your mobility throughout the day, you can instead receive SMS text messages directly to your mobile device. Doing so is simple and fast – you can be up and running in just moments!

When you connect your monitoring systems to SMS, you can effectively streamline your entire communication process, including:

  1. Setting up your alerting/monitoring system to send notification via SMS
  2. Escalating important alerts via SMS to business users and managers
  3. Using two-way SMS notification for receiving acknowledgements and allowing quick response
  4. Preparing pre-configured processes that will allow you to remediate incidents just by replying via your mobile device

As an example, the eyeShare IT Process Automation tool can easily be integrated with Solarwinds Orion to provide closed-loop network management and process automation at one single point. This allows you to automatically remediate network problems using remote execution tasks. Workflows can be triggered by alerts, and, upon successful process execution, events are sent back to close the loop and update the status.

With this advanced integration, you can:

  • Automate all of your alert notifications and escalations to be sent via email, SMS and phone calls (all three, if desired)
  • Open, update, and close tickets in service desk tools via automated workflow
  • Reduce resolution time of network and system alerts
  • Empower Level 1 and Level 2 operators to resolve more incidents, quickly and remotely

With technology changing and improving almost daily, it’s no surprise that some of the things we once relied so heavily on over the past several years are beginning to be replaced by newer, more efficient and effective tools. While email is still widely used, it can be a dangerous game of hide and seek when it comes to managing critical notices, particularly for IT Managers and NOC Managers. Two-way SMS messaging provides a much more efficient and timely way to receive important notifications and escalations. The time for change is now, and for many busy IT professionals, the way to go is SMS.





How to Get Critical Systems Back Online in Minutes