Welcome to The Operations Desk
INOC, a service of Xerox IT Solutions, manages IT infrastructure and operations for 500+ organizations. This is where we'll write about what we learn.
If we’re not already working together, we’re INOC, a service off of Xerox IT Solutions. We’re an ISO 27001:2022 certified 24×7 NOC providing end-to-end monitoring and management solutions including NOC support, optimization, design, and build services for enterprises, communications service providers, and OEMs.
We improve the support provided to partners’ and clients’ customers and end users.
Since we’ve become part of Xerox IT Solutions, we’re now part of an organization supporting more than 1.2 million endpoints and 250,000 infrastructure devices. We’ve resolved over a million help desk tickets. We have 600-plus engineers and network architects spread across operations, help desk and desktop support, managed workstation, managed server, managed network, managed security, data protection, field services, cloud hosting, and much more.
That work generates a lot of knowledge:
How incidents move through a service desk.
Where endpoint patching breaks down.
What actually changes when you bring AIOps into a workflow.
How backup and failover testing catches problems that scheduled patching creates.
In most teams, that knowledge usually stays internal. It lives in runbooks, in post-incident reviews, in quarterly business reviews, in the heads of the engineers who worked the problem.
The Operations Desk is where we start sharing those insights with you.
What is The Operations Desk?
This is a publication written by the people at INOC who build and run these services.
It’s not another marketing blog, nor is it a product announcement channel. We’re writing about the actual work of managing IT operations for organizations that can’t afford downtime, from the network layer to the end user’s workstation.
Here’s some of what we’re planning to publish here:
Incident breakdowns
Real, de-identified incidents walked through from detection to resolution. We’ll peel back the curtain on what the alerts looked like, what decisions got made under pressure, whether the issue started at the endpoint level or the network level, and how it escalated across tiers. And maybe most importantly, what changed afterward to prevent recurrence.
Patterns across environments
We support organizations across dozens of industries and infrastructure types. Over time, you see the same problems surface in different places: the same monitoring blind spots, the same patching gaps, the same security misconfigurations. We’ll write about those patterns so you can check your own environment against them.
Service deep dives
How our services actually work in practice, from help desk triage and workstation management to server monitoring, data protection, lifecycle management, and network security. If you’re evaluating IT partners, this is the kind of operational detail that’s hard to get from a service brief.
Expert commentary
Our subject matter experts will write and contribute directly. These are the people who run our operations, manage the service desk, design our platform capabilities, and work with clients on IT strategy day to day. When we write about where AI is actually helping in frontline support workflows versus where it creates new problems, it’ll come from the engineers who are testing it.
Resources you can use
When we have a playbook, a reference architecture, or a one-pager that makes a service area easier to understand, we’ll share it.
Who should subscribe?
If you work in or around IT operations, you’ll probably want to sign up.
Maybe you lead an infrastructure team and you’re responsible for uptime, SLAs, and keeping costs under control.
Maybe you run a help desk or service desk and you’re trying to scale without just adding headcount.
Maybe you manage endpoints across a distributed workforce and patching alone is a full-time job.
Maybe you’re at an MSP and you’re thinking about what operational maturity looks like at the next stage of growth.
Maybe you’re a CIO or IT director at a mid-sized organization trying to figure out what to keep in-house and what to hand off.
You don’t need to be an INOC/Xerox IT Solutions customer to get something out of this. We’re writing for everyone in this space.
Why a newsletter?
The way people consume IT operations content has changed. Blog posts built for search engines reward generality when a lot of what we know (incident-level detail, cross-environment pattern recognition, opinionated takes from experienced engineers) doesn’t always fit that format well.
A subscriber publication does. We can write at a depth and specificity that wouldn’t make much sense elsewhere. So we’ll write what we know, put names and experience behind it, and keep it useful.
What’s coming?
Our first few posts will cover ground we already know well: topics our teams have been working on across network operations, managed services, and the help desk. After that, we’ll build out recurring formats: incident breakdowns on a regular cadence, field pattern reports, and conversations with our engineers and architects on specific service areas.
If there’s a topic you want us to cover, anything from endpoint management to data center architecture to how we run a 24x7 service desk, reply to any email. We read them.
Welcome to The Operations Desk.
About INOC, a service of Xerox IT Solutions
INOC is an ISO 27001:2022 certified 24×7 NOC and an award-winning global provider of NOC Lifecycle Solutions®, including NOC support, optimization, design, and build services for enterprises, communications service providers, and OEMs. INOC solutions significantly improve the support provided to partners’ and clients’ customers and end users.
INOC assesses internal NOC operations to improve efficiency and shorten response times, and provides best practices consulting to optimize, design, and build NOC operations, frameworks, and procedures. Proactive 24×7 NOC support is provided with several options, including North America, EU, or APAC only or global integrated NOCs. INOC’s 24×7 staff provides a hands-on approach to incident resolution for technology infrastructure support.
Learn more about our NOC support and NOC operations consulting services. Get in touch to start the conversation. We’d love to talk NOC.