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How can you improve incident response times with a NOC ticketing system?

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Incident response is a critical function of network engineering, as it involves detecting, analyzing, and resolving issues that affect the performance, security, and availability of the network. However, incident response can also be challenging, especially when dealing with complex, dynamic, and distributed networks that require coordination and collaboration among multiple teams and stakeholders. How can you improve incident response times with a NOC ticketing system? In this article, we will explore the benefits and features of a NOC ticketing system, and how it can help you streamline your incident response process and improve your network reliability.

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Landouard Sebacogoza, Executive MBA

Network Operations Center Manager at Group Vivendi Africa
Arne J?rgensen

Tendering Specialist in terms of technical IT requirements

1 What is a NOC ticketing system?

A NOC ticketing system is a software application that helps you manage and track the incidents that occur in your network operations center (NOC). A NOC is a centralized location where network engineers monitor, control, and troubleshoot the network infrastructure and services. A NOC ticketing system allows you to create, assign, update, and close tickets that represent the incidents that need to be resolved. A ticket typically contains information such as the incident description, severity, status, priority, category, owner, due date, and resolution steps.

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Landouard Sebacogoza, Executive MBA

Network Operations Center Manager at Group Vivendi Africa
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To add on that, NOC ticketing system plays a big role in KPI, SLA improvement as well as QoS reports based on tickets inputs.

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2 Why do you need a NOC ticketing system?

A NOC ticketing system can help you improve your incident response times by providing several advantages. For instance, it can help you gain visibility and communicate effectively with team members, managers, and other stakeholders. You can also use it to automate and standardize your incident response workflows, enforce policies, and integrate with other tools that support your network operations. Additionally, you can use a NOC ticketing system to track and measure the performance of your incident response team, generate reports and dashboards, and evaluate and improve your incident response quality and efficiency.

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Landouard Sebacogoza, Executive MBA

Network Operations Center Manager at Group Vivendi Africa
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NOC ticketing system also contribute in teams performance evaluation either shift basis or Team-wise. It also contribute to deeply understand the most frequent issues happening in the network and from that you understand how critical it is as well as involve whoever concerned to find a permanent solution.

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3 How to choose a NOC ticketing system?

When selecting a NOC ticketing system, there are many features, functionalities, and pricing models to consider. However, some essential factors you should take into account include scalability and flexibility, usability and accessibility, and security and reliability. When it comes to scalability and flexibility, you should choose a system that can scale with your network size, complexity, and growth. It should also be customizable and support multiple devices, platforms, protocols, and services. As for usability and accessibility, the system should be user-friendly with an intuitive interface that is compatible with various devices, browsers, and operating systems. Finally, the NOC ticketing system should be secure and reliable with high availability features that comply with relevant standards for data privacy and security.

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4 How to implement a NOC ticketing system?

Implementing a NOC ticketing system is not a one-time event, but an ongoing process that requires careful planning, execution, and evaluation. To ensure success, you should begin by defining your goals and requirements, including the scope, budget, timeline, and roles of team members and stakeholders. You should then select and test the NOC ticketing system for functionality, compatibility, performance, security, reliability, and scalability. Afterward, deploy and integrate your NOC ticketing system into the production network as well as configure and customize it according to your preferences. Finally, monitor the performance and impact of your NOC ticketing system while collecting feedback and suggestions from your team members and stakeholders.

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Arne J?rgensen

Tendering Specialist in terms of technical IT requirements
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When something stops working in your monitored Infrastructure the monitoring tool might receive a cascading amount of alarms, especially if the fault occurred within a basic part of the Infrastructure. To avoid those “storms”, you need to aggregate the triggered alarms. For instance, if your network switch is failing, you might also receive a cascading amount of alarms from any device and application which is dependant of a network connection through the failing switch. Thus, it will improve reaction time dramatically if your monitoring tool understands to suppress most alarms from any device and application triggered by the device which is in fact failing.

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5 How to optimize your NOC ticketing system?

Implementing a NOC ticketing system is not enough to improve your incident response times. You also need to optimize your NOC ticketing system to ensure that it is delivering the best results and value for your network operations. This can be done by regularly reviewing and updating tickets, making sure that they contain accurate, complete, and relevant information, and promptly closing them once they are resolved. Additionally, tickets should be prioritized and categorized based on severity, urgency, and impact, and assigned to the most qualified team members. It is important to collaborate and communicate with team members and stakeholders throughout the incident response process. Moreover, the communication tools integrated with the NOC ticketing system should be used, such as email, chat, phone, or video. Finally, tickets and reports should be used to identify and address root causes of incidents as well as measure and improve incident response performance and quality.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Shirsendu Shekhar

PMP? | ISO 27001:2019 | ISO 22301:2019 | ISO 20000:2018 | Lean Six Sigma Black Belt | Prisma SD-WAN | Viptela SD-WAN | CSM? | CEH v12? | PCDRA | PCNSE | AWS | Azure | GCP | ITIL4? | GDPR | NSE3 | Ansible
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Ways which can improve ticket response times: 1. Understanding customer requirements - Understand what the customer wants out of a proactive monitoring system. 2. Selecting the right fit for ticketing and proactive monitoring tools - Identify the right tools for Proactive Monitoring and ticketing. These should be a close or an exact match to the customer’s expectations, and should have built in capability to make modifications according to the evolving needs of the customer. 3. Building automation capabilities to remove manual intervention - Consistently evaluate the usage of these tools and identify automation opportunities to remove manual intervention wherever possible, which would lead to better efficiency.

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How can you improve incident response times with a NOC ticketing system?

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1 What is a NOC ticketing system?

2 Why do you need a NOC ticketing system?

3 How to choose a NOC ticketing system?

4 How to implement a NOC ticketing system?

5 How to optimize your NOC ticketing system?

6 Here’s what else to consider

Network Engineering

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How can you improve incident response times with a NOC ticketing system?

1

2

3

4

5

6

1 What is a NOC ticketing system?

2 Why do you need a NOC ticketing system?

3 How to choose a NOC ticketing system?

4 How to implement a NOC ticketing system?

5 How to optimize your NOC ticketing system?

6 Here’s what else to consider

Network Engineering

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