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INOC Ops 3.0 Platform

The INOC Ops 3.0 Platform monitors infrastructure and apps 24/7, identifying and working to resolve faults without disrupting your team or customers. Leave NOC support to us to quickly resolve issues and keep infrastructure up and running at all times.

Functionality Platform

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.

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.

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.

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.

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.

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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

Our platform uses machine learning to significantly reduce the time from initial alarm to incident ticket creation. This ensures that tickets are created for every event deserving of one, and nothing is missed. Our alarm experts carefully and continually monitor and fine-tune the platform’s machine learning, making us faster and more accurate when identifying issues as we gather more data.

Incident Automation

Our platform ingests alarms via our AIOps engine and enriches and correlates them with similar alarms to create a single incident ticket. Then, automated workflows assign or attach impacted CIs and differentiate the affected services or CIs from the likely cause of an incident. The system also attaches relevant knowledge articles for incident resolution. This level of incident automation is available on day one of service. Over time, we further automate repeatable tasks within the alarm-to-action guides and runbooks as we collect more actionable information, such as interface and log data.

Client Self-Service Portal

Our Service Portal offers several self-service functions enabling you to interact directly with our platform. Clients can request changes to their CIs and CMDBs, request portal accounts and updates to knowledge articles and procedures, and submit Scheduled Maintenances. We're continuously exploring additional opportunities to empower you to make direct changes to your information and data where appropriate.

Auto-Resolution of Short Duration Incidents

Momentary disruptions can cause incidents that quickly resolve themselves, which can be a useless distraction for NOC engineers. To address this, we've added automation that automatically resolves any ticket that has alarms within a few minutes. This provides faster updates to our supported clients and reduces non-productive work for the NOC, allowing us to focus on critical ongoing issues. For clients utilizing our Problem Management service, all alarms that fall under this category are still reported on and reviewed by our Advanced Technical Services team as part of Problem Management.

Discrete, Secure Multi-Tenant Architecture

The INOC Ops 3.0 Platform boasts an advanced multi-tenant architecture that provides customized solutions for each client's unique security needs. This architecture ensures the strict isolation of client data and network access, enabling efficient resource usage, swift deployment and updates, and a consistent client experience. Adhering to ISO 27001 standards, our platform offers a security-first approach, ensuring that our clients' data is efficiently managed and securely guarded. Our multi-tenant architecture offers several advantages. First, shared resources and infrastructure make for a more effective use of resources, resulting in cost savings for our clients. Second, updates and new features can be deployed quickly and uniformly across all clients, ensuring everyone benefits from the latest advancements in real time. Third, despite data segregation, the multi-tenant architecture guarantees that all clients receive the same performance, reliability, and user experience.

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

Is this service or software?

INOC is a NOC services provider, not a NOC software provider. Our NOC platform is not a SaaS or similar type of product. Rather, it’s the platform on which our support services operate and through which our client teams interface with us. Our award-winning outsourced NOC support services provide exactly the level of support you need—when you need it. We also offer comprehensive best practices consulting for helping existing NOCs significantly improve the support provided to end-users and customers.

What are the main benefits of turning up on the platform?

We help businesses reduce costs, improve efficiency, and access specialized expertise, which ensures the smooth and reliable operation of their networks and IT infrastructures. Rather than shoulder the costly burden of building, scaling, and managing a NOC, our clients and partners immediately plug into our operationally mature, highly scalable NOC operation for a fraction of the cost and complexity. Learn more in our definitive guide to outsourced NOC support.

How does pricing work?

Our NOC service is custom-priced based on a few key factors—the first being the volume of incidents handled or projected to be handled on a monthly basis. The second pricing factor is the size and composition of the infrastructure or number of devices within the supported environment. Pricing is also impacted by the nature of the integration work necessary to enable support from us. Read our pricing guide or get in touch with us for more information.

What is the onboarding process, and how long does it take?

Following clearly outlined steps, our team walks you through turning up NOC service with us. First, simply get in touch with us any way you'd like–by web form, phone, or email. We'll schedule as many discovery sessions as are necessary before kicking off our onboarding process to prepare and transition you for service. We typically get clients up and running in just six to nine weeks. Much of this time is spent gathering the data we need to populate the CMDB so our AIOps tooling can start working immediately. Read our onboarding guide for more information.

What does your security program look like?

We meet rigorous international standards in ensuring the confidentiality, integrity, and availability of customer data, systems, and infrastructure being monitored and managed by INOC’s Network Operations Centers. We’ve built a comprehensive security team that covers staff roles in compliance, technical, and SOC operations to maintain our ISMS.

7-year background checks, including drug screening
SOC 2 Type II (Dual primary data centers)
Centralized Access (Secure NOC facilities, KeyCard access)
Complete client separation
Dedicated security team
Security certifications: ISO 27001 certified NOC, NERC CIP compliance (energy)m US Privacy Shield, CAS(T) compliant (UK)

What are some client results you've achieved with this platform?

The Ops 3.0 platform has already achieved significant outcomes for INOC's clients, including:

A 30% auto-resolution rate for a leading network OEM, reducing major escalations and streamlining the onboarding of over 800 customers.
A reduction in NOC support onboarding time from 6 weeks to 1 week for AT&T Business, significantly decreasing site escalations.
Enhancements in Adtran's NOC service offering, leading to a 26% reduction in time-to-ticket and a 50% reduction in time-to-resolution.
For Aqua Comms, updated runbooks and a professional services catalog adjustment resulted in a 20% reduction in ticket volume and a 5-minute SLO from alarm detection to ticket creation.
SHI achieved a 10x decrease in average MTTR, underscoring the platform's ability to alleviate support burdens and improve resolution times.

Can you connect to our tools?

Almost certainly, yes. Our platform can receive alarms and event information from your NMS infrastructure, which includes a suite of monitoring tools. You can easily integrate your existing infrastructure monitoring system with our AIOps toolset, streamlining alarm correlation, enrichment, and automatic ticket creation. Our platform also integrates with your existing ITSM tools, improving the efficiency of incident resolution by identifying and attaching relevant configuration items and knowledge articles. Bidirectional ticketing platform integration allows incidents to be passed from our platform to yours, creating a seamless, integrated support experience. Our clients who want to retain the tools they know and love do so while inheriting our powerful platform capabitlies.

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Take the first step toward a more effective and efficient NOC

Want to learn more about how the INOC Platform can help you achieve peak performance while saving your team valuable time and resources? Tell us a little about yourself, your infrastructure, and your challenges. We'll follow-up within one business day by phone or email.

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