Recently, 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!