What processes and procedures does the NOC use to monitor and manage events?
The NOC uses a well-defined Incident Management process to monitor and manage events. Central to the Incident Management process is the 24×7 Service Desk that uses the iMonitor platform to monitor, detect and record events as they happen. Once the incident is recorded in the trouble ticket system, a sequence of activities including investigation, diagnosis and resolution are performed. While the incident is being resolved, routine notifications and escalations are triggered to enable tracking and ownership of the incident. Based on the service, escalations can occur to INOC’s senior engineers, to the customer or to external suppliers such as carriers, equipment vendors and other third parties.
