Here are some of the central challenges we solve:
1. Lack of tiered organization/workflow
Symptoms of this challenge include over-utilized technology staff, and missed opportunities for reducing support costs.
How we solve it: Implement a tiered organization/workflow. Our Structured NOC radically transforms where and how support activities are managed—both by tier and category. In a matter of months, the value of our operational framework becomes abundantly clear as support activities steadily migrate to their appropriate tiers, lightening the load on advanced engineers while working and resolving issues faster and more effectively.
2. Insufficient operational metrics
Symptoms of this challenge include teams remaining blind to issues and opportunities, with high costs resulting from this lack of visibility.
How we solve it: Track meaningful operational metrics. To ensure performance and operational efficiency are measured across every dimension, we set performance objectives and evaluate them on a daily, weekly, and monthly basis. Since the amount of data available to a NOC is daunting, we help you choose the metrics that are most applicable and actionable to your specific operation. These should reflect the size and scale of your operation and the key performance indicators (KPIs) that measure performance against relevant organization objectives.
3. Difficulty in staff hiring, training, and retention
Symptoms of this challenge include a limited focus on staff and their growth and high turnover.
How we solve it: A strategy for hiring, training, and retaining top talent. At INOC, we shoulder the burden of staffing your support team, so you can focus elsewhere. We consider the following factors when developing our own staffing strategy:
- NOC Organization Structure
- Utilization Metrics
- Benefits Plan
4. Poor process frameworks
Symptoms of this challenge include a lack of consistency in responsiveness and slow (or difficult) troubleshooting.
How we solve it: Our approach to 24x7 NOC support solves these problems through structure—enabling your team to stop putting out fires and start working on the projects that move you forward. Our NOC support framework typically reduces high-tier support activities by 60% or more, often as much as 90%. Need us to take on all levels of support? Dedicate your full time and attention to growing and strengthening your service. We’ll deliver world-class NOC support conveyed through a common language for fast, effective communication with you, your customers, and all impacted third parties.
5. Lack of business continuity
Symptoms of these challenges include constant vulnerability to disasters and significant business disruptions.
How we solve it: We maintain distributed data centers, NOCs, and workforces to keep your infrastructure supported 24x7 in the event of any significant business disruption. Through a comprehensive Business Continuity Plan, we’re fully prepared to maintain sufficient distribution and resiliency across facilities, technologies, and workforces to keep ourselves, and you and your customers, up and running from any location, at all times.
6. Disparate tools and platforms
Symptoms of this challenge include lots of data, but nothing easily actionable. Critical issues are missed.
How we solve it: We integrate seamlessly with all your support systems, both technical and procedural, to fill gaps, enhance current capabilities, and offer entirely new ones. Whether you need simple support augmentation to escalate activities to your engineers or a NOC team that can take a more active role in working and resolving issues, we integrate with virtually any tool, process, or system to help you meet the growing demands for service among end-users and customers.
7. Out-of-date documentation and runbooks
Symptoms of this challenge include persistent, recurring problems.
How we solve it: Our NOC runbooks thoroughly document and guide you through operational support processes. You get all the information you need to make NOC service effective and efficient, whether we’re handling support for you, or you’re taking it on in-house.
Other documentation solutions include:
- Infrastructure Documentation — All diagrams, supporting circuits and applications, server information, and other infrastructure details are laid out to show interrelations between infrastructure components and visualize support flows. We also document the connections between key alarms and the infrastructure to know when critical services may be being impacted.
- Process Documentation — We lay out all procedural steps teams will take, whether it's answering the phone, collecting and documenting the right information about reported issues and incidents, or any other interaction or activity that will take place.
- Links to Tools/Contacts/Data — We document and link all external tools and data that the NOC may need as part of issue resolution, as well as all internal and third-party contacts.
Alarm-to-Action Guide — We group together the top incident-generating alarms and ensure the process for resolution is clear. We often prioritize the top 90% within the volume of alarms as most of these issues can be handled at Tier 1, lightening the load on advanced engineers.
8. Inability to scale
Symptoms of this challenge include slowed business growth due to unscalable support.
How we solve it: Here at INOC, our shared NOC is staffed with skilled NOC personnel, from tiered groups of engineers to change specialists, and round-the-clock management. Once the systems to be monitored have been pointed at our infrastructure, we receive ticket alerts, emails, and phone calls where they are triaged for severity and worked as our engineers move through the queue of shared client events. The engineers utilize INOC tools, and use alarm-to-action guides that are built off standardized support methods, and adapted to fit the client’s business. Through platform integrations, the shared NOC is highly scalable. Escalations are typically handled internally through the shift supervisors and managers.
9. No quality management
Symptoms of this challenge include a lack of quality, missed opportunities providing support, problems that reemerge, and teams staying reactive.
How we solve it: Our approach to Customer Experience Management (CEM) goes above and beyond the baseline standards to deliver exceptional experiences for you and your customers. Dedicated quality control and assurance programs maintain proactive and reactive checks on virtually every component of the service we provide. These quality measures come together with next-level reporting capabilities to deliver a comprehensive Continual Service Improvement (CSI) offering—the key components for effective CEM. From ticketing to working issues to the minutiae of onboarding or off-boarding, we see everything as an opportunity to better align ourselves with your needs in sustainable and repeatable ways.