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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




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 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




How IT Automation Complements Humanized NOC Operation

IT AUTOMATIONThis post was published originally by MoovingON

Today, many companies are integrating internal network operation centers, or NOC, to monitor and manage incidents affecting the infrastructure. The network operation team is responsible for making sure that all systems are running smoothly, ensuring optimal productivity and efficiency. Managing incident response in a timely manner offers the best solution to NOC teams.

Humanized NOC services provide seamless Uptime management, comprehensive monitoring and remediation services for servers, workstations, network devices, applications as well as business-oriented workflows. Identifying network problems before impacting business functions or productivity is the primary focus of any NOC.

Ultimately, the goal of any NOC is to reduce downtime and to increase efficiency. Automating disparate systems and softwares to become self-acting or self-regulating decreases recovery time and response rate. IT process automation will also directly affect the number of system outages and other critical issues. By ensuring business resilience, automation is helpful in improving operational performance and maximizing the business ROI.

IT automation is critical for managing operations to consistently maintain the highest quality of service while reducing operations costs. Customizing scripts to replace manual processes, in turn directly impacts the process of creating a scalable service model.

“In our ongoing efforts to expand our Uptime Management services for technology companies and enterprises, we are proud to announce our partnership with Ayehu.

Ayehu helps IT professionals to identify and resolve critical incidents, simplify complex operations and achieve improved control over IT infrastructure. Ayehu solutions are already deployed in major enterprises supporting thousands of business users.”





eBook: 10 time consuming tasks you should automate




Ayehu’s Awards Latest IT Process Automation Super Hero of the Month Title to the Entire NOC Team of Ex Libris

Exlibris-SuperHerosAyehu Software, industry leading provider of enterprise-class IT Process Automation solutions has chosen the most recent recipient of its Super Hero of the Month Award. This month, the company has chosen not just one hero, but the entire Network Operations Center (NOC) team at Ex Libris. The group was chosen because of the way they have utilized IT process automation to maximize resources and vastly improve the efficiency of the team as well as the organization as a whole.

Constantly challenged to meet service level agreements, maintain availability and deliver timely and accurate assistance, the NOC team at Ex Libris find themselves under intense pressure. Every moment counts and any delays in service can cause a ripple effect throughout the entire organization. What’s more, the small group is constantly being challenged to manage their resources in the most effective way possible. Given the intense work load and pressure to perform quickly and efficiently, the team found themselves falling behind. They realized that in order to achieve their goals on an ongoing basis, particularly given the regular influx of new customers, they needed help.

Since hiring additional staff was an added expense that they weren’t looking to incur, the NOC managers decided instead to look toward technology as a solution. They began the search for a software product that could meet their specific needs, which were to quickly and efficiently solve any issues that arose on their cloud servers in a standardized way that also reduced human error, and to log the activities performed on the server in order to resolve these issues – all without having to bring in additional manpower. After receiving a recommendation from a trusted resource, they decided to give eyeShare a try.

Following implementation in March of 2013, the NOC team set to work automating their most commonly used workflows, which also happened to be the most complex ones. They opted for these because they wanted to feel the impact of the automation as much as possible. Since that time, they have now automated almost all of their resolution flows; including server clean ups and service restarts of Apache/Jboss/Tomcat, Oracle, MySQL and more.

When asked what they like most about the eyeShare product, the team responds: “It’s met all of our needs and then some. It’s fast and can handle many workflows, so we don’t have to recruit additional manpower. It’s reduced the risk of human error, keeps logs of the activities performed and provides a standardized solution – everything we were looking for. Best of all, it has saved us a tremendous amount of time. For instance, a manual clean up might have taken up to 20 minutes. EyeShare does it in around 3 minutes. Our team has been able to take on several, much more important tasks with the free time that eyeShare has provided to us. To us, that’s priceless.”

About Ex Libris

Ex Libris Group is a leading provider of library automation solutions, offering the only comprehensive product suite for the discovery, management, and distribution of all materials—print, electronic, and digital. Implemented as stand-alone solutions or integrated with existing environments, Ex Libris products help libraries streamline operations and increase user satisfaction and loyalty. To learn more, please visit www.exlibrisgroup.com.

About Ayehu

Ayehu Software Technologies Ltd. develops and markets eyeShare, a lightweight, enterprise-grade IT Process Automation solutions. Deployed at major enterprises and supporting thousands of business users, Ayehu eyeShare helps IT professionals identify and resolve critical incidents up to 90 percent faster, minimizing their impact to the business and saving time for IT operations teams. For more information, please visit www.ayehu.com





eBook: 10 time consuming tasks you should automate




IT Process Automation News Letter #4

 

Dear Reader,

First, I would like to thank those of you who visited us at the Microsoft Management Summit in Vegas last month. Many thanks for the great feedback you gave us on our new release of IT Process Automation pinpoint solutions, Now available for Free Evaluation Download eyeShare 4.1.
In this newsletter you’ll find useful information about IT automation case study, video tutorial, tips and best practices for managing Network Operation Center.

 

Enjoy!
Gabby Nizri, 
Ayehu CEO
Linked-In group

 

Enhancing SCOM 2012 with proactive IT automation 
Enhance SCOM2012
With System Center Operations Manager 2012 you can monitor IT systems, network and services and react to incidents and alerts or proactively manage IT tasks better and faster than ever before.However, if you got this far, why not take one step further and automate the resolution of problems too? Why not remediate IT incidents automatically, and proactively schedule IT maintenance tasks?eyeShare lets you do all this, with a smooth SCOM 2012 integration. See the video below or Read more about SCOM 2012 and eyeShare integration.

  

eyeShare SCOM 2012 integration
Watch the Video: eyeShare integration with SCOM 2012

  

 

Download Free eBook – 10 NOC Best Practices

Download our new best practices for network operation center management eBook:NOC best practices eBook

  • 5 Essential tools NOC must have
  • How to develop & maintain team knowledge and skills
  • Training new NOC members
  • Improving communication and collaboration within and outside the NOC
  • Escalating, prioritizing, and handling problems

 Download  Download eBook: 10 NOC Best Practices

 

 

Which IT processes should you automate?

When discussing IT Process Automation, one of the first questions you ask yourself is – which processes should be automated?
An InformationWeek survey found five areas that users thought were the most beneficial.

 

  • Backup and restoration
  • Disaster recovery
  • Service fulfillment
  • Incident management
  • Data movement

Researches, however, identified other ‘key win’ areas that provide more value. Read our latest blog post.

 

120 workflow templates are ready for you to test! 
automated workflow

 The eyeShare template library now has 120 templates with ‘pre-canned’ content so you can automate more tasks faster. New templates include:

  • Killing stuck processes
  • Anti-virus inventory reports
  • Cisco router tasks
  • Database table tasks
  • File and folder automation

 

Network Operation Center (NOC) Best Practices – Part 3: Processes

This is the third part of our 3-part blog series discussing Network Operation Centers best practices. The first post was dedicated to NOC tools. The second provided some useful tips regarding NOC knowledge and skills. In this last part, we’ll address processes.

What are the operational, structured processes that you should implement for effective and repeatable results? Here are our top ones.

Escalation

A table of escalation will ensure that all team members are clear on the proper protocol and channels for escalating issues. This table should also include all areas and skills covered by the NOC and the people who are trained to cover those areas.

For example, see the table below defining the escalation procedures for DB related problems.

Time FrameEscalate ToMethod
0+15minsDB on callSMS
0+30minsDB on callPhone
0+60minsDB Group LeaderPhone
0+90minsUNIX & DB Project ManagerSMS
0+120minsUNIX & DB DirectorSMS

A critical problem that was not solved within 30 minutes is escalated up the management ladder, until a response and/or ownership is taken. At every step of the process, it is recommended to involve all personnel up to the current level. So when an SMS is sent to the project manager, it is also sent the DB on call and Group Leader.

Prioritization

The process of prioritizing incidents is different in each NOC, and therefore should be clearly defined. Incidents should never be handled on a first come, first served basis. Instead, the shift manager should prioritize incidents and cases based on the importance and impact on the business. Issues that have a greater impact on the business should obviously be handled first.

Understanding the prioritization of incidents in terms of their business impact should be part of the NOC training. The entire team should be familiar with the NOC “Top 10” projects, and have an understanding of what signifies a critical incident. It could be the temperature rising in the data center, a major network cable breaking or a service going down.

Obviously, common sense is very useful. Clearly the shift leader should be able to determine that an incident that jeopardizes the entire data center has a higher priority than a request to verify why an individual server is down.

Incident handling

The process of handling incidents applies both to NOC operators and shift managers. Both roles should be familiar with the specific process of handling incidents with the greatest impact on users.

Incident handling process should cover issues such as:

  • Full technical solution, if available.
  • Escalation of issue to appropriate personnel.
  • Notification of other users who may be directly or indirectly affected by issues.
  • ‘Quick solution’ procedures or temporary workarounds for more complex problems that may take longer to completely resolve.
  • Incident reporting. An incident report, completed once the incident is resolved, helps improves the service when the next incident occur, or may also prevent the recurrence of the same incident.

Employing the proper tools, skills and processes in your NOC will allow you to run more efficient network operations and ensure smooth day to day operations as well as meeting the demands from the IT department.

  A 360° of Network Operation Center in action using IT Process Automation tool.

What other processes are you familiar with and would recommend to other NOC managers?

Download  Download eBook: 10 Network Operation Best Practices

 

Network Operation Center (NOC) Best Practices – Part 2: Knowledge & skills

 

This is the second of our 3 parts blog series discussing Network Operation Centers (NOC’s) best practices. The first post was dedicated to NOC tools. This part is dedicated to knowledge and skills. By ‘knowledge and skills’ we do not mean the obvious technical knowledge, network ‘know-how’  your team members must hold in order to run day-to-day operations, but rather –

 

How you can ensure your team’s skills are used to their best potential, and how to keep those skills up to date over time.


Clearly define roles

Definition of roles may vary between data centers and will depend on team size, the IT environment and tasks. Still, there should be a clear distinction between the roles and responsibilities of operators vs. shift supervisors in the NOC.

Why does it matter?

Mainly matters because of Decisions making. Without clearly defined roles and responsibilities, a disagreement between operators may lead to late decisions and actions, or to no decisions taken at all. This may affect customers, critical business services, and urgent requests during off hours.

It should be clearly defined, therefore, that a shift manager makes the final decisions.

Tasks division

Another potential problem caused by a lack of role definition is the division of tasks between operators and the shift leader.

A shift manager should be responsible for: prioritizing tasks, assigning work to operators based on their skills, verifying that tickets are opened properly and that relevant personnel are notified when required, escalating problems, communicating with management during important NOC events, sending notifications to the entire organization, preparing reports, and making critical decisions that impact many services, such as shutting down the data center in case of an emergency.

Operators, on the other hand, are responsible for handling the technical aspect of incidents – either independently or by escalating to another team member with the required skills. Operators are also responsible for following up and keep tickets up to date.

While it might sound as if operators lack independence and responsibility, this is not the case. When faced with technical challenges, operators’ input and skills are probably the most critical for resolution and smooth NOC operation. Operators provide additional insights into problems, and can provide creative solutions when the standard procedures fail to work.

Invest in orientation program for new NOC employees

How often have you started a new job, without receiving any orientation, mentoring or guided training?

Failing to provide proper training to new NOC operators always has consequences. A new NOC operator may not know where to find a procedure or how to execute it; be confused about who should handle a task – the NOC, service desk, or higher level of support; or in a more severe case, take a decision that causes equipment damage or results in downtime of critical business services.

Therefore, an extensive training program should be put in place for new NOC employees. This is definitely a challenge, considering the lack of resources, particularly in small NOCs. Ideally, such a program would consist of one week of classroom training followed by three weeks of hands-on training under the supervision of a designated trainer.

A new employee should only be trained by an experienced member of the NOC, preferably a shift leader. The trainer should be released from all duties during the entire period of the training – in order to ensure that the training does not gradually fade between all the urgent shift tasks.

The training program should be updated on an ongoing basis, and should include topics such as required users and permissions, technical knowledge, known problems, troubleshooting, teams and important contacts.

 

Communication and collaboration

Within your Organization

Establishing a solid communication flow between NOC members and other IT teams has many advantages. It propels professional growth, provides opportunities for advancement in the organization, and makes it easier to approach other teams when requiring assistance.  But most importantly – it allows NOC personnel to see the larger picture. NOC members that are aware of projects, services and customers’ needs, simply provide better service.

A designated member of the NOC should attend weekly change management meetings. That person should communicate any issues or upcoming activities, such as planned downtime, to the rest of the team.

Define NOC members as focal points for important IT areas, such as NT, UNIX, Network, or a specific project is another good practice. These members should attend the meetings of the relevant teams, deliver new information and knowledge to the rest of the NOC, and handle specific professional challenges.

Within NOC Team

Another important form of communication is within the NOC team itself. There are clear advantages to having a strong connection and collaboration between NOC team members. Members are more willing to help each other, information is shared more easily, and the general atmosphere encourages collaboration when addressing problems, as opposed to an individualized approach.

Team communication is a challenge when the NOC team is geographically spread out or located in different countries. Because cultural and language differences can cause confusion and misunderstandings, spending efforts on building team communication and collaboration are even more critical.

Which additional skills and knowledge would you recommend for a NOC?

Download  Download eBook: 10 NOC Best Practices

Network Operation Center (NOC) Best Practices – Part 1: Tools

Today, Network Operation Centers (NOC’s) are under a great pressure to meet their IT organization’s demands. However, many NOCs struggle to meet these demands with insufficient tools, knowledge or skills.

In this 3 parts blog post series, we will provide Network Operation Center Best Practices and tips on how to ensure you have the right tools, knowledge and processes in place to improve and manage your NOC’s performance and response time.

This first part of our NOC best practices‘ series is dedicated to tools, which are an essential element in NOC management and a key feature for improvement.

A ticketing system

A ticketing system will enable you to keep track of all open issues, according to severity, urgency and the person assigned to handle each task. Knowing all pending issues will help you to prioritize the shift’s tasks and provide the best service to your customers.

Knowledge-base system

Keep a one centralized source for all knowledge and documentation that is accessible to your entire team. This knowledge base should be a fluid information source to be continuously updated with experiences and lessons learned for future reference and improvements.

Reporting and measurements

Create reports on a daily and monthly basis. A daily report should include all major incidents of the past 24 hours and a root cause for every resolved incident. This report is useful and essential for the shift leaders and NOC managers. It also keeps the rest of the IT department informed about the NOC activities and of major incidents. Compiling the daily reports into a monthly report will help measure the team’s progress. It will also show areas where improvements can be made or indicate any positive or negative trends in performance.

Monitoring

There are two types of monitoring processes relevant to NOC:
(1) Monitoring infrastructure and (2) User experience.

A monitoring infrastructure can consist of the servers, the network or the data center environment. User experience monitoring involves the simulation of user behavior and activities in order to replicate problems and find the most effective solutions. Implementing a service tree model that connects the monitoring infrastructure with an affected service will allow your team to alert other areas that may be affected by the problems experienced.

IT Process Automation

ImplementingIT Process Automation significantly reduces mean time to recovery (MTTR) and helps NOCs meet SLA’s by having a procedure in place to handle incident resolution and to consistently provide high quality response regardless of complexity of the process. IT Process Automation empowers a Level-one team to deal with tasks that otherwise might require a Level-two team. Some examples include password reset, disk space clean-up, reset services etc. IT Process Automation is also a major help with reducing the number of manual, routine IT tasks and free up time for more strategic projects.

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