Ayehu, leading developer of enterprise-level IT process automation software solutions has announced the latest recipient of its Super Hero of the Month award. This month, the company has chosen Tal Valani of Amdocs for effectively leveraging IT automation to better streamline her duties as a networks operations center operator.
As a NOC operator, Tal is constantly challenged to meet SLAs, maintain service availability and deliver timely and accurate service to the entire organization that she helps to support. Before implementing eyeShare, those challenges were compounded by labor-intensive manual tasks, such as alert management, and the human error associated with this manual labor. In order for her and her team to become more efficient, they had to find a way to shift much of these day to day tasks to allow technology to do the heavy lifting so personnel could focus on more important matters.
Amdocs rolled out eyeShare approximately 5 years ago, and it almost instantly changed the way the NOC group did business. Over those five years, they have successfully automated nearly every IT process, from small daily tasks to big events, and the results have been highly impactful. Their main focus, however, has been on alert notification and escalation. With eyeShare streamlining their alerts, the NOC has been able to stay on top of incoming notifications, often solving problems before they require escalation. Human error has been all but eliminated as well, making for a much more efficient and effective process, from start to finish.
“Before eyeShare, our team needed to check the details of each service and escalate via various channels, such as email and SMS, all the while adhering to strict timeframes. Then we had to update the right people for every manual flow we started. It was incredibly time consuming and left much room for error,” comments Tal. “Now we can manage big events end to end – starting from receiving an alert and managing the whole event in many channels, making sure to update the notification while alerting different groups, such as technicians and managers, according to action required, and in the end notifying the NOC for all the actions that were taken and what was done. The operators are now free to do other tasks that are more business critical.”
The Super Hero of the Month program was put in place by Ayehu as a way to recognize those players within the IT industry that are using automation as a launching point to catapult their organizations into the future of technology.