Individual User Benefits Within the NOC

NOC-Pilot’s^TM role based, goal-oriented architecture allows individual users to focus on their specialized requirements in the network operations center:

Level 1: A Level 1 operator, typically a help desk or technical support, is first to receive information or notice a problem. Their goals include quickly resolving or escalating every problem while avoiding errors and confrontations with superiors. NOC-Pilot^TM incorporates notification systems to alert users to issues, thereby assuring that the Level 1 user is continuously aware of network status and automatically keeping others informed. CyberAccess’ automation of event-driven simultaneous notifications accelerates this process and assures the utilization of best practices for the highest quality of service (QoS).

Level 2: Level 2’s goals are to minimize clerical and repetitive tasks. Consistent with their role as heroes within the NOC, these hands-on users need to be available for quick problem solving. NOC-Pilot’s^TM ability to capture best practice patterns and incorporate them into a reusable knowledge base is particularly vital to their success.

Level 3: The knowledge base and task automation also address Level 3’s goals of eliminating downtime, pushing tasks to the lowest level (and thereby earliest) opportunity for resolution. These productivity gains allow Level 3 to increase its focus on implementing continuous incremental improvements by librarying HoPP task scripts and chaining
previously documented best practices for task automation.