The National Network Operations Centre (NNOC) services are a combination of established processes & procedures that assure the delivery of network services based on the ITIL processes which include:
Incident Management is a process that is followed to resolve incidents occurring on the network on a 24 X 7 basis.
These events may be small or large, critical or non-critical. It is crucial to respond to incidents before they escalate and bring IT services to a halt. Alternately, if the services are affected, work will commence restoring services expediently.
The Incident Management service will manage and track all incidents as per a predefined process through the entire life cycle of the incident. The process will ensure timely resolutions by correlating between defined Service Level Agreements and escalation paths.
Root Cause Analysis and Resolution
The NNOC ITIL based Problem Management is used to respond to recurring incidents. This service aims to find the root cause of recurring incidents in the network in order to resolve them permanently.
The Service Desk uses a trouble ticketing system platform for the integration of multiple event management systems and tools which are fed from end-users, alerts and other incoming media and other various sources in the IT environment. It is enabled with enhanced admin alerting, incident coordination and report generation features, which makes it an end-to-end platform for managing the complete IT ecosystem.
Service Desk Offering:
- 24 X 7 Monitoring and auto ticketing mechanism.
- Incident acknowledgement and ticket creation and severity level assignment.
- Customer notifications and updates.
- First level troubleshooting based on Standard Operating Procedures (SOP).
- Known Error Data Base (KEDB).
- Escalation to higher levels if resolution not possible within defined Service Level Agreements.
Ticket closure based on incident resolution.