A network operations center (NOC) is as dynamic as the network it supports.
Within the center, staff members interact with one another as well as with the tools and solutions required to increase efficiency and optimize network performance.
Any discussion surrounding NOC best practices must take into account the centers’ multi-faceted performance areas. These areas include the people, the facilities and the tools needed to reach your NOC’s full potential.
Staff
Network operations centers depend on high numbers of entry-level staff capable of fielding customer concerns, providing clients with requested information and escalating tickets as necessary. Entry-level network analysts and network engineers are expected to provide preventive measures as well as serve clients in a manner beyond reaction-based quick fixes.
Finding the right staff will ensure continuity of service and an ever-improving knowledge base. Some examples of NOC best practices that prevent employee turnover include providing recreational break areas so that employees can make the most of their time away from their screens.
In addition, employee health and productivity remain high through the use of ergonomic chairs, keyboards and other devices.
Finally, asking potential employees if they are open to shifting schedules and odd hours during the interview process will help human resources managers hire the right people.
Supervising, managing and monitoring
A NOC’s purpose is to manage the first 3 tiers of IT support for a business’ network and applications. When a network analyst answers an incoming message regarding configuration difficulties or other user-centered concerns, analysts are able to offer superior service because they were trained in user experience monitoring. As a result, they are familiar with user applications and are able to resolve issues through first-hand experience. Even the most confident network analyst should be trained to provide detailed documentation on every ticket.
Detailed tickets continuously refine and improve your NOC’s knowledge base. A well-curated knowledge base allows network analysts to provide relevant information quickly to clients and other staff, thereby reducing wait times and improving customer satisfaction and network service.
Network engineers focus primarily on NOC infrastructure and employ preventative measures in accordance with ISO Telecommunications Management Network Models. Regulated industries typically outsource their NOCs in order to meet these standards in a cost-effective manner.
ISO standards include the implementation of the following practices:
- Fault management
- Configuration management
- Administration
- Performance management
- Security management
Continuous recording and monitoring of network health allows network engineers to perform necessary preventive maintenance and to flag problems in real-time.
As a best practice, these 2 roles—network analyst and network engineer—must share information and teams must communicate effectively. A continuously evolving knowledge base is the tool that accomplishes this task. A well-defined knowledge base relies on an efficient ticketing system, which itself is continuously improved by information provided by the accumulation of user-generated data.
Over time, knowledge base tools gather enough information to support automated ticket services. Frequently recurring issues like password resets or permissions can be automated, leaving personnel available to address higher-level tasks and complex fault management issues.
Location
Finally, a strong knowledge base and dedicated staff mean nothing if your NOC undergoes a power outage. Locations with minimal environmental stress and with easy access to inexpensive power sources are prime spots for your NOC.
In addition, easy access to arts, culture, entertainment and a skilled labor pool ensures that your employees are plentiful and happy.