Proactive Incident Management

PROACTIVE INCIDENT MANAGEMENT

Customers report outages before the NOC sees them. Alerts sit in siloed monitoring tools, tickets are raised by hand, and the first hour of every P1 is spent working out which domain owns the fault.

Actors

  • NOC Engineer
  • Service Delivery Manager
  • Head of Network Operations

Systems / Vendors

  • ServiceNow
  • IBM Netcool
  • Splunk

Business Question

"Why do my customers tell me about outages before my own monitoring does, and why does every major incident start with an hour of finger-pointing between teams?"

What SPoG Does

  • Correlates alarms and telemetry from every monitoring tool into a single probable-cause incident. Hundreds of raw alerts become the one that matters.
  • Predicts service degradation with AI-driven root cause analysis and raises a context-rich ticket before customers feel the impact.
  • Triggers self-healing runbooks for known errors and tracks every action to closure against the SLA.

Outcome Metrics

−45%

Mean Time To Resolve

−60%

Customer-reported Incidents

4–6 wks

To First Live Use Case

Contact us to learn more →