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A Brief Introduction to INOC

INOC is an ISO 27001:2022 certified 24×7 NOC and an award-winning global provider of NOC Lifecycle Solutions®, including NOC support, optimization, design, and build services for enterprises, communications service providers, and OEMs.

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Company and Solutions Overview What is INOC?

We're an IT operations and NOC service provider (and division of ITsavvy) with over 24 years of experience delivering comprehensive IT support. Our core services span network and compute infrastructure management, help desk support, desktop services, and patch management. Operating from U.S.-based centers, we serve complex telco and enterprise environments through structured workflows aligned with ITIL practices.

What sets us apart is our AI-powered operations system (AIOps), which seamlessly integrates with monitoring tools and ticketing systems to streamline incident management. We maintain ISO 27001:2022 certification for our security controls, ensuring we deliver secure services to our clients. Our structured approach begins with advanced engineers who provide expert triage, ensuring efficient resolution paths, while our dedicated project delivery office oversees service implementation to maintain the highest quality standards.

Here's our own Hal Baylor on what INOC does and the NOC solutions we provide:

Platform Overview Inside the INOC Ops 3.0 Platform

The platform of tools and systems for delivering service is a crucial factor in the success of any high-performance NOC. It’s what enables the NOC’s speed, accuracy, and consistency. At INOC, we’ve made significant investments in developing and refining our platform to deliver comprehensive NOC services to clients and partners 24x7x365.

Our latest and third major iteration of the platform is Ops 3.0. This platform serves as our operating system—the intersection of technology, operations, and service delivery. Its design enables us to ingest alarm feeds from various sources, auto-correlate those events into a single ticket, and present that ticket through a single pane of glass for efficient Incident, Problem, and Capacity Management.

In short, the Ops 3.0 platform enables our team to increase its accuracy and speed while reducing delays in human involvement. It frees NOC engineers to spend less time in the runbook and more time on strategic client projects.

The INOC Ops 3.0 Platform—at a glance

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Our platform allows for the ingestion of alarm and event information from your NMS infrastructure (such as LogicMonitor, New Relic, Nagios, or Dynatrace), enabling us to receive alarms from a simple network monitoring tool or a whole suite of monitoring tools (everything from application management to traditional network management to optical or physical layer management systems). If you don’t currently use an NMS or aren’t satisfied with your instance, hosted solutions like LogicMonitor, New Relic, or iMonitor (our headless alarm management platform) are available. Integrating these NMS tools with the AIOps platform ensures seamless alarm and event management—a key service differentiator.

Next StepAIOps Engine

The core of our alarm and event management system is our AIOps engine, which utilizes machine learning to automate low-risk tasks and extract actionable insights from the vast amounts of data gathered across clients' supported environments. Our AIOps tools correlate alarms from multiple sources, perform deep inspection of those alarms, and enrich them with additional metadata from our CMDB to expedite informed action. Importantly, you can seamlessly integrate your existing infrastructure monitoring system with our AIOps toolset to retain the systems you already use while further maximizing those investments. This integration feeds alarms from your NMSs (or ours if needed) into our platform, streamlining alarm correlation, enrichment, and automatic ticket creation. After a ticket is generated, our platform automatically identifies and attaches CIs from our CMDB, giving NOC engineers clear direction for investigation before any human intervention. The platform also supplies relevant knowledge articles and runbooks, facilitating fast, accurate diagnosis and action plan development.

Next StepIntegrated CMDB

Our advanced CMDB enriches alarm data with vital configuration and business impact details, enabling precise assessment and action. Unlike basic CMDBs that contain only device or asset data, the INOC CMDB includes all essential information for AIOps to correlate events, create incident tickets, assess impact, and guide NOC engineers in resolving issues. This is why we prioritize creating and maintaining it throughout the service lifecycle. We ensure seamless integration of our CMDB with our clients' configurations, allowing us to associate the necessary meta information with every alarm and ticket. This equips our NOC engineers with the actionable information they need to make informed decisions. Additionally, we leverage our years of experience to enhance our clients’ existing CMDB structures and capabilities, further improving efficiency and effectiveness.

Next StepAutomated Workflows

Our platform's ITSM component enhances automation capabilities by attaching CIs and records from the CMDB to incident tickets created by AIOps. This process automates initial impact assessment and provides NOC engineers with a likely set of issues and impacted service areas — even before they touch the ticket. The platform also automatically attaches knowledge articles and runbooks, enabling the NOC engineer to quickly access reference material for diagnosis and action plans, further increasing their efficiency.

Next StepAuto or Manual Resolution

The platform automatically resolves certain short-duration incidents, optimizing NOC efficiency by focusing on critical issues and reducing manual intervention. Incidents that can't be auto-resolved are escalated to the appropriate tier of NOC engineers for expert resolution, leveraging enriched data and detailed documentation for effective problem-solving.

Next StepAlarm Sources/NMS

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Free Case Study How INOC Helped Adtran Improve Its Onboarding Process, Reduce Time-to-Ticket by 26%, and Reduce Time-to-Resolution by 50%

Read the case study

Direct Monitoring

Need a single-source monitoring system for a currently unmonitored environment? The INOC Ops 3.0 Platform serves as a single-source hub for all alerts identified across every device, cloud instance, and application in your environment. Alerts are analyzed by highly skilled experts who utilize our proprietary NOCView tool to correlate alarms and generate tickets. Depending on your service level requirements, our platform gives your team, your customers' teams, or our team the actionable information it needs to resolve issues at their root — quickly and completely.

Tools Integration

Have existing monitoring tools and need us to integrate? No problem. The INOC Ops 3.0 Platform plays well with virtually any tool you’re using today. We provide integration support to help the NOC take advantage of your own monitoring and management toolsets, applications, and systems — augmenting and enhancing your workflow so you can keep using the systems you know and love while leaving NOC operations to us. If a handoff is necessary, we can bring it back to the environment that you’re comfortable working in.

INOC NMS or Integrated Manager of Managers

Our NMS can receive event data and poll you or your customers' infrastructure elements—network, cloud, and applications—using a variety of mechanisms and protocols. Whether you need direct monitoring or want us to integrate current monitoring tools, we seamlessly connect the INOC Ops 3.0 Platform to your infrastructure or your tools so alarms flow freely to us.

Correlation, Machine Learning & Automation (AIOps)

We use advanced machine learning tools to quickly identify network, infrastructure, and application issues. Our AIOps engine automates low-risk tasks and extracts valuable insights from vast amounts of data. Our platform streamlines alarm correlation, enrichment, and automatic ticket creation. It automatically identifies and attaches CIs from our CMDB, giving NOC engineers clear direction for investigation before any human intervention. It also supplies relevant knowledge articles and runbooks, facilitating fast and accurate diagnosis and action plan development.

TicketViewer

TicketViewer serves as a queue management tool for our NOC engineers, helping them determine what's in the queue and which corresponding SLAs are in place. The tool allows NOC management to allocate resources effectively and ensures proper coverage for critical incidents by displaying tickets in color-coded stages based on urgency. TicketViewer plays a crucial role in managing SLAs and prioritizing incidents.

ITSM/Ticketing

Our platform has an ITSM component that boosts automation capabilities by linking CIs and records from the CMDB to incident tickets generated by AIOps. This automated process facilitates the initial impact assessment and offers NOC engineers a probable set of issues and affected service areas even before they start working on the ticket. The platform also automatically attaches knowledge articles and runbooks, which help the NOC engineer access reference material promptly for diagnosis and action plans.

Data Warehousing and Portal

All event and ticket information is captured and securely stored in our data warehouse. We store CMDB data, event data (alerts, calls, emails), incident data, and performance data. This data is then displayed in a client portal with embedded reports providing actionable insights and comprehensive visibility into NOC performance and other related metrics.

KPIs & Reporting

Warehoused data is fed into your client portal, which provides clear reporting overviews into KPIs through dashboards, as well as detailed information on NOC support activity, real-time network status, and performance. Standard and custom reports based on event, incident, and performance data are available from the portal.

Runbooks, Knowledgebase, and CMDB

Our runbooks outline the critical inputs that drive NOC service and provide step-by-step procedures for handling them, whether a phone call, email, or event-based notification. Our runbooks also describe the outcomes of these actions, both successful and unsuccessful, with clear escalation paths to other levels of support. These paths can direct action internally or to external third parties. By focusing on the top alarms and creating runbooks and knowledge articles around resolving these, our platform achieves high Tier 1 incident resolution rates.

Integrations (ITSM and Communications)

In addition to integrating with your existing monitoring infrastructure, our platform also integrates with your existing ITSM tools, improving incident resolution efficiency by identifying and attaching relevant configuration items and knowledge articles. We integrate ticketing platforms bidirectionally so incidents can be passed from our platform to yours, where they can be actioned if needed. This creates a seamless, integrated support experience, allowing you to interact with tickets in your platform while receiving critical updates from ours. We also integrate with communication tools to inform you of high-priority tickets and other critical updates.

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Faster response, faster resolution, and full integration—all in one NOC platform

The INOC Ops 3.0 Platform’s unique single pane of glass design ensures skilled NOC experts have all the data they need to make meaningful correlations, reduce response and resolution times, and ultimately achieve (or exceed) SLA and SLO windows. Whether you’re integrating your existing monitoring tools or need direct monitoring, our platform keeps your infrastructure and business running 24x7.

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Achieve next-level efficiency with our gold-standard CMDB

The INOC CMDB is crucial to our NOC support service. It enables operational workflows and automations, by providing all necessary information for AIOps. We seamlessly integrate our CMDB with our clients' configurations to equip our NOC engineers with the actionable information they need to make informed decisions. We leverage our experience to enhance our clients' existing CMDB structures and capabilities, making their processes more efficient and effective.

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Unlock the power of AIOps simply by connecting to our platform

By applying AIOps to the NOC operations environment, we’ve removed the filters required to make analysis manageable for human engineers. With vastly superior data processing and machine learning power, we can instantly understand issues and identify the subtle indicators of approaching problems within a torrent of noisy data. For the first time, we’re able to start listening to what all of your data has to say about your environment and use those insights to deliver genuinely proactive NOC support.

Automated Alarm Correlation

Incident Automation

Client Self-Service Portal

Auto-Resolution of Short Duration Incidents

Discrete, Secure Multi-Tenant Architecture

Join others in radically improving ITOps performance

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A 26% reduction in time-to-ticket, 50% reduction in time-to-resolution, and a 49% decrease in quality issues resulting from “human error.”

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A 20% reduction in ticket volume, multi-vendor interoperability, and a 5-minute SLA from alarm detection to ticket creation.

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A 900% decrease in average MTTR, 50% decrease in time-to-alarm, and 20% of incidents auto-resolved with AIOps.

INOC radically enhanced an industry-leading network OEM’s network operations, achieving a 30% auto resolution rate for incidents and reducing major escalations from 123 in 2022 to 18 in 2023.

INOC’s operational improvements enabled the efficient onboarding of over 800 customers in six months, utilizing streamlined processes and AI-driven alarm correlation.

INOC streamlined AT&T Business’s network operations across 260 sites by implementing AIOps for precise alarm correlation, resulting in a reduction in NOC support onboarding time from 6 weeks to just 1 week.

This overhaul also decreased site escalations
from nearly daily to just one per quarter, further
supported by advanced operational reporting and self-service dashboards.

Trusted by Leading Enterprises, Service Providers, and OEMs

Adtran

AT&T Business

Digital Reality

SDI Presence

INOC combines end-to-end technical and operational expertise into an outstanding service package. They supported a complex optical network connecting multiple data centers with a level of organization and process efficiency that was impressive. Turnup was streamlined, painless, and transitioned smoothly into excellent ongoing 24x7x365 support.”

George J. Cornachini, Global Technology Consultant
Digital Realty

INOC combines end-to-end technical and operational expertise into an outstanding service package. They supported a complex optical network connecting multiple data centers with a level of organization and process efficiency that was impressive. Turnup was streamlined, painless, and transitioned smoothly into excellent ongoing 24x7x365 support.”

George J. Cornachini, Global Technology Consultant
Digital Realty

INOC combines end-to-end technical and operational expertise into an outstanding service package. They supported a complex optical network connecting multiple data centers with a level of organization and process efficiency that was impressive. Turnup was streamlined, painless, and transitioned smoothly into excellent ongoing 24x7x365 support.”

George J. Cornachini, Global Technology Consultant
Digital Realty

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