With the current world health crisis forcing more organizations to enable employees to work from home, and industry analysts forecasting a year or more until we return to “normal” (whatever that may actually look like), businesses across the globe are scrambling to minimize disruption as much as possible.
This is impacting NOC staff as much as everyone, perhaps even more-so, given the fact that they are used to working in a ‘war-room’ type setting in which everyone is physically present. This will inevitably need to change. Thankfully, technology like IT process automation is here to lessen the blow.
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 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. This isn’t necessarily the case, per se, but it can provide the augmentation and virtual support to not only get your organization through this crisis, but thrive well beyond it.
In part one of our three part blog series, we’ll be exploring five ways to keep your network fully operational, despite the critical external circumstances we’re all experiencing. Read on to learn more.
Enable Self-Service End-User Support
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. Given the current situation, demand for IT support is through the roof.
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 mission-critical tasks.
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, especially during a worldwide pandemic. 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.
Improve 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, such as is frequently the case with work-from-home arrangements? 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.
Better Insight for Improved Best Practices
NOC teams that perform at their best recognize 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. And at a time when the world is busy trying to navigate through a crisis of epic proportions, relying on technology has never been more important.
Want to experience for yourself just how these benefits can play out in your NOC? Start a free trial of Ayehu NG today by clicking here.