In a connected world, Communication Service Providers (CSPs) are quickly realizing the need to accelerate and improve incident resolution to drive value into their IT and network operations. As CSPs face a global mandate to reduce operational costs, there is a strong requirement to leverage automation and empower agents to validate, investigate and remediate incidents. This in turn minimizes escalations to expensive experts enabling your teams to shift-left while avoiding alert fatigue.
To achieve these outcomes, the correct blend of process guidance, automation, and team management is required to execute response across Network Operation Centers (NOCs), Security Operations Centers (SOCs), and IT operations. This is implemented through a mix of closed-loop and human-guided automation that allows any type of incident to be automated.
Understanding the current challenges of incident resolution
The value proposition of incident resolution through human-guided automation
Developing an incident management Center of Excellence (CoE)
Client talk: Lessons learned from our customers
Q&A
Josh leads Virtusa Business Consulting (VBC) in Europe, overseeing strategic programs covering Digital and Business Transformation across the region. He has been advising clients for 20+ years in cost transformation, digital strategy and large-scale business change.
Mike is a Regional Director for Resolve in Europe, focusing on Telecommunications, media, finance and pharmaceuticals. He has been providing software and infrastructure solutions for 20+ years to enable efficiencies and cost savings across large enterprises.
