Fortune 500 NetComm Enterprise Tames Alert Storms with Automation

Organization Profile

Industry: Network Communications 
Company Size: 10,000+ Employees 
Region: United States 
Services: Advanced network communications, broadband, and technology solutions for consumers, small businesses, enterprises, and carrier partners nationwide 

From Alarm Overload to Automated Intelligence

A Fortune 500 network communications provider needed to better manage service disruptions, especially those caused by severe weather. Manual alarm triage processes made it nearly impossible to act quickly, often pushing resolution timelines beyond contractual SLAs—and creating risk of financial penalties, customer dissatisfaction, and legal exposure.

The company identified three strategic objectives: improve alarm management, modernize outdated scripting, and reduce weekly alarm volume to a manageable threshold of 10,000. But they faced persistent roadblocks:

• Alarm volume too high for technicians to manage manually
• Post-alarm rationalization left too many alerts unresolved
• Mean Time to Ticket Triage (MTTT) slowed down MTTR
• 70% of outage identification came from customers
• Alarm processes were fragmented and documentation outdated

Building an Automation Strategy from the NOC Out

The organization began in the Network Operations Center (NOC), partnering with Resolve to map automation goals to business priorities. Together, they launched four foundational use cases designed to streamline alarm triage and reduce dependency on manual interventions.

Resolve Actions automated the entire surveillance function, eliminating the need for a dedicated NOC monitoring team. Automation brought step-by-step consistency to alarm processing—from alert detection through ticket creation and audit trail generation.

The company also introduced "Storm Mode Automation," a dynamic framework designed to assess customer impact during severe weather events like Hurricane Harvey and Hurricane Irma.

Scaling Operational Insight with Storm Mode AutomationResolve's automation capabilities delivered immediate, measurable outcomes:

• Full automation of alarm triage during hurricane response
• 2,244 clear events processed automatically
• 1,207 correlated events
• 710 actionable tickets created

More importantly, the platform gave the enterprise the ability to connect alarm data with customer impact—helping them prioritize issues based on real-world outcomes, not just technical signals.

Resolve also helped clean up ITSM data, improving resolution records and building audit trails for long-term performance analysis and root cause identification.

Results That Strengthen Operational Resilience

This NetComm enterprise transformed how it handles alarms—enhancing visibility, scalability, and strategic response:

• 6 use cases deployed across network operations
• 100% of alarm volume now touched by automation
• Significant reduction in MTTR
• No need for a dedicated surveillance organization
• Dramatic ROI gains across cost, time, and SLA performance
• Improved data integrity and ITSM alignment

Scaling with Confidence During Critical Events

By embedding Resolve into its core alarm workflows, this communications leader didn't just weather the storm—it created an automation-first foundation that can scale in real time. Whether during everyday operations or extreme weather events, Resolve continues to deliver consistent value by streamlining processes and enabling proactive service delivery.

Resolve's automation engine, integration capabilities, and workflow consistency now form a vital backbone for ongoing network operations—freeing teams to innovate rather than triage.

Ready to Achieve Similar Results?

Check out Resolve Actions to discover how IT automation and orchestration can drive real results for your organization—or request a custom demo to see how communications providers like this one are redefining operational resilience with Resolve.