The runbook is the single source of truth for everyone inside and outside the NOC. Whether you’re outsourcing support to us, running your own NOC, or white-labeling our NOC services to your customers, we supply all the information you need to make action clear and consistent.
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Our NOC clients receive a detailed handbook documenting all the work steps the NOC will execute for managing operations, troubleshooting, and escalations specific to their support service. While primarily an internal-facing document, you get full visibility into our processes and how our team and tools will interface with yours.
Have your own NOC but need a proper runbook? Need runbook support for your own customers? We deliver expert-driven runbook development as a professional service, too. We work closely with you to understand and document your processes (or your customers’ processes) into a single source of truth for everyone inside and outside your NOC.
Our runbooks lay out the critical inputs that drive NOC service and provide step-by-step procedures for handling them, whether it’s a phone call, email, or an 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. In short, we ensure everything is fully documented and presented for clear, consistent action.
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.
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.
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.
We group together the top incident-generating alarms and ensure the process for resolution is clear. We often prioritize on 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.
"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 "INOC has provided an incredible level of NOC support for our critical Public Safety and Public Transportation clients that have large and complex network, server, and application environments. INOC provides our field service teams with more intelligent alerting that allows us to resolve problems much quicker and keep critical infrastructure running 24x7. Trending capacity and forecasting is also important to our clients. INOC's services allow us to help our clients budget capital improvements more appropriately. Our partnership has spanned twelve years and we’re continuing to expand services to date."
Tim Portokalis, Vice President "INOC plays a critical role in protecting vital terrestrial and subsea networks that demand the very best in monitoring. To us, an issue left undetected can compound into a multi-million-dollar fix. INOC’s expertise and responsiveness have become indispensable for our clients who rely on these networks. Notifications are escalated exactly where they need to go and we can meet virtually any reporting demand our clients bring to us."
Charles Cumming, Global VP of Operations 