The Challenge

A global company with a large IT organization with dispersed data centers, support personnel and hybrid infrastructure of on -prem and cloud assets was struggling to collaborate and resolve network incidents in a timely manner. They also lacked a repository of institutional knowledge to share common issues, so were often reinventing the wheel when it came to resolving issues that happened repeatedly. There was no good system for database administrators in New York to interface collaboratively with network administrators in Houston, and other colleagues across the globe to solve problems quickly.

The dispersed team was using general purpose tools like Excel and Google Docs to manage incident management, but the work was manual, not built for scale, and required manual work by shift managers to maintain mid-stream incident response throughout shift changes. While the company had a ticketing system, it lacked a knowledge base and the capability to search known issues.

How It Was Solved

A global company with a large IT organization with dispersed data centers, support personnel and hybrid infrastructure of on -prem and cloud assets was struggling to collaborate and resolve network incidents in a timely manner. They also lacked a repository of institutional knowledge to share common issues, so were often reinventing the wheel when it came to resolving issues that happened repeatedly. There was no good system for database administrators in New York to interface collaboratively with network administrators in Houston, and other colleagues across the globe to solve problems quickly.

The dispersed team was using general purpose tools like Excel and Google Docs to manage incident management, but the work was manual, not built for scale, and required manual work by shift managers to maintain mid-stream incident response throughout shift changes. While the company had a ticketing system, it lacked a knowledge base and the capability to search known issues.

The Results

The project was rolled out to the test group NOC center, and after only a few weeks, they saw time to resolution for incidents decreased by the target 50%.

The IT organization saw the immediate benefit from using the new testbed critical incident management system, a fully automated intake, classification and assignment system coupled with network topology tracking and knowledge management system all working seamlessly, and made plans to roll it out globally to the rest of the incident response team.