The Virtual NOC Operator, Part II – Leveraging Zero-Level Support for Your Organization

The Virtual NOC Operator, Part II - Leveraging Zero-Level Support for Your Organization

Last week, we shared the first of our three-part blog series covering the use of automation to augment and enhance the network operation center. Given the current situation, both from an economic as well as human wellness standpoint, businesses across the globe have been forced to adapt and evolve much faster than many may have liked. For some, remote work has quickly become standard practice. For others, finding ways to operate on limited resources has become the focus.

In either case, running a successful IT operations requires achieving as much efficiency as possible. Unfortunately, that comes at a cost. The good news is, there is 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 – especially during these trying times. 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. In situations for which IT operations is functioning on a skeleton crew, IT process automation can handle much of the heavy lifting, taking the burden off existing staff while enabling them to keep the lights on.

And, as things eventually begin to settle down and normalize, automation also makes the important job of staffing much easier for NOC managers. When an organization has the right technology in place, hiring a team of IT professionals no longer requires the presence of all the skills and capabilities as it would if the workload 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, automation technology can eliminate 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 that with IT 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.

Could your NOC benefit from IT process automation? The best way to find out for sure is to try it for yourself. Click here to download your free 30-day trial of Ayehu NG and let zero-level support help your organization navigate through these challenging times.