NOC for multinational client achieves
50% faster time to response with AI and process automation
- Service
- AI-Powered Incident Triage|Process Automation|Knowledge-Base Engineering|Network Topology Tracking
Overview
A multinational company was looking for a way to improve and automate the time to resolution for NOC (network operations center) incidents, as well as build a knowledge base to support the project.
The Challenge
A global company with a large IT organization, dispersed data centers, support personnel, and a hybrid infrastructure of on-prem and cloud assets was struggling to collaborate and resolve network incidents in a timely manner. The team also lacked a repository of institutional knowledge to share common issues, so they were often reinventing the wheel when 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 across shift changes. The company had a ticketing system, but it lacked a knowledge base and the ability to search known issues.
How It Was Solved
Sphere built a fully automated intake, classification, and assignment system for NOC incidents — coupled with network topology tracking and an integrated knowledge management system. AI-driven classification routes incoming alerts to the right responder; the knowledge base captures and surfaces past resolutions so engineers stop reinventing the wheel; and topology tracking gives every responder the same operational picture, regardless of geography or shift.
The new testbed was integrated alongside the legacy ticketing system so the global incident-response team could adopt it without losing in-flight context — a smooth path from manual coordination in Excel and Google Docs to a single, automated pipeline.
Key Outcomes
50% Faster Time to Resolution
After only a few weeks in the test-group NOC center, time to resolution for incidents decreased by the target 50%.
Automated Intake & Classification
Incident intake, classification, and assignment fully automated — replacing the manual coordination through Excel and Google Docs.
Searchable Institutional Knowledge
A new knowledge management system turns repeat issues into searchable resolutions, ending the cycle of reinventing the wheel.
Cleared for Global Rollout
Immediate benefit drove the IT organization to plan global rollout of the testbed system to the rest of the incident-response team.
The Results
The project was rolled out to the test-group NOC center, and after only a few weeks, time to resolution for incidents decreased by the target 50%. The IT organization saw immediate benefit from the new testbed critical-incident management system — a fully automated intake, classification, and assignment system coupled with network topology tracking and knowledge management — and made plans to roll it out globally to the rest of the incident-response team.
