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

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

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.


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.


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 Frame Escalate To Method
0+15mins DB on call SMS
0+30mins DB on call Phone
0+60mins DB Group Leader Phone
0+90mins UNIX & DB Project Manager SMS
0+120mins UNIX & DB Director SMS

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.


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