|
|
|
Empowering the IT Support Manager
by Prasad Rao, Chief Operating Officer, INOC
www.inoc.com
Abstract
This paper’s in-depth analysis of IT support activities for a sample of enterprises and service providers shows the value of differentiating activities based on skill level and the benefits of using a NOC to handle first-level support. Data was gathered from INOC’s fully operational 24x7 NOC, industry research and interviews with IT support engineers. Results of the study showed that 65% of support activities can be performed by first-level support staff, thereby increasing productivity and enabling specialists to focus on strategic business initiatives.
A tiered IT support structure that includes a 24x7 Tier 1 NOC means that incidents are detected, prioritized, escalated and efficiently resolved around the clock, resulting in reduced Mean Time to Resolution (MTTR), improved uptime and higher-quality support for the end user. For organizations that cannot justify the expense of setting up and operating an internal 24x7 NOC, outsourcing NOC service to a qualified company can be an economically feasible decision. NOC service companies provide inherent economies of scale, making outsourcing a cost-effective option for IT system support.
Download Complete White Paper
|
|
|
| |
 |
| Free Webcasts |
Free Webcast of the Week
Newsletter!
Register Now |
|
