White paper Empowering the IT Support Manager

IT Support Managers and staff face increasing demand as enterprises and service providers stress lower time to resolution, higher service availability, and increased end-user satisfaction — all while controlling costs.

To perform the IT infrastructure support function effectively, it’s important to understand and proactively monitor and quantify IT support activities that include event and incident management, processing of service requests, maintenance of documentation, and periodic review of the service performance.

About the white paperHere’s the main idea.

This guide explains how utilization of IT support capacity and resources can be optimized by measuring and classifying support activities into Tier 1, 2, and 3 activities.

By utilizing a skilled internal or outsourced 24x7 Tier 1 NOC service that consistently monitors, records, and manages events and incidents, IT Support Managers can ensure that 60% or more of their support issues are resolved at the front line.

For escalated cases, the IT specialist engineers of an organization are able to respond to and resolve issues in a systematic and timely manner. This results in significant cost savings from improved staff efficiency, reduced mean time to resolution, and a much better end-user experience.

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The inside look How to improve productivity and uptime with a Tier 1 NOC

This white paper explains the problems that plague today’s NOCs, leading to burnout, impaired coverage, lack of accountability, slow response and resolution times, and high costs. You’ll learn solutions like:

How to operationalize Tier 1 support
Considerations for building a NOC
How to properly maintain documentation, configurations, and changes

The benefits Take control of your support operation

This white paper gives you an in-depth analysis of the IT infrastructure support function and presents a solution to streamline and improve this function.

Learn how differentiating IT support activities based on skill level and using a tiered IT support structure with a 24x7 NOC service, IT departments can improve the end-user experience while reducing the overall cost of delivering IT support.

See how to classify common IT support activities into five broad categories so they can be better managed.

Discover how a tiered IT support structure will enable IT managers to leverage the lower-cost first-level or Tier 1 NOC to perform routine activities and free up higher-level or Tier 2/3 IT support engineers to focus on more advanced issues and implement strategic initiatives for the organization.

You're in good company Trusted by Leading Enterprises, Service Providers and OEMs

INOC plays a vital role in keeping our enterprise infrastructure up and our stress levels way down. This level of NOC support doesn’t just lead to faster resolution times—it enables us to be proactive in preventing issues. I’d recommend their platform to any organization that needs a dependable support partner.”

Kelly “Colleen” Jacobs, Program Manager, Department of Veteran’s Affairs, AT&T Business

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