CenturyLink implemented Resolve to automate alarm handling, trouble ticketing, triage, intelligent decision making and dispatch operations.
CenturyLink’s Objectives with Resolve
Expand Resolve’s functionality at CenturyLink to receive alarms from business owned application script outputs, to perform software updates in masse for the RAD ETX-204 platform with pre-checks, post-checks, comparisons from baseline, trouble ticket updates and alarm validations.
CenturyLink now has the ability to process non-traditional alarms such as network configuration compliancy, inventory validations, system functionality not associated with a traditional surveillance system. Resolve automated more than 30 event types, provided ongoing training and enablement for CenturyLink staff resulting in six automation types and more than 10 event types automated.
With an over-abundance of manual work in Century Link’s NOC, agents were only getting to a small percentage of critical alarms and unable to manage any major alarms. Given resource constraints the company sought out an incident response and automation platform that would empower their lesser-skilled agents to complete the work without the need to staff up.
Resolve Systems integrates seamlessly with hundreds of systems, applications, and existing infrastructure without the need to rip n’ replace. Century Link’s NOC Automation integrates with both Netcool and Remedy. Agents have access to all systems through a single Incident Response Dashboard to fully automate the validation, triage and processing of events to tickets and dispatch.