* The evolved NOC is an IOC
The last few newsletters have discussed some research we recently conducted into the changing role of the network manager in general and the changing role of the Network Operations Center in particular. This newsletter will discuss our view of what the NOC needs to evolve to – an Integrated Operations Center (IOC).
An IOC would not have to be housed in a single facility, nor would it necessarily have to be provided by a single organization within the IT function. However, independent of how it is organized, the IT professionals who work in an IOC must have a common language and common goals. In addition, an IOC must have a broad charter. So whereas a NOC started out focusing just on networks, an IOC would be responsible for the operations of all components of IT. Also, whereas a NOC started out focusing on availability, an IOC would focus on availability and performance. An IOC must have efficient and effective processes. For example, we pointed out in a recent newsletter (Poor Change Management Causes Network Outages)
that over half the network outages are caused by ineffective change management. That is not the case in an IOC.
Many NOCs have already begun to shift away from having NOC personnel sitting at screens all day waiting for green lights to turn yellow or red. For example, our research indicates that a quarter of companies have eliminated or reduced the size of their NOC because they have automated monitoring, problem detection and notification. The IOC takes this trend to its logical conclusion by automating as many functions as possible.
As functions get automated, IOC personnel begin to spend more time on solving more complex issues. Hence, a key characteristic of a successful IOC is that the personnel that work there are highly skilled.
This newsletter is the last one for a while that will focus on the changing role of the network manager and the NOC. More information on this topic can be found at here.
