Evolving Network Operations Centers into Proactive Integrated Centers

January 28, 2025

The landscape of Network Operations Centers (NOCs) is under a significant transformation as the majority of these centers grapple with meeting the evolving needs of their organizations. Based on a survey of 176 IT professionals and in-depth interviews with various specialists, a clear picture emerges about the current state and developmental potential of NOCs, revealing some critical challenges. It is alarming to find that over a quarter of the surveyed NOCs fall short of meeting their organizational requirements. More concerning is the inability of these centers to identify issues before they affect end users, a flaw that seriously undermines the credibility of the IT organizations they belong to. Additionally, there is a widespread misunderstanding regarding the role of NOCs within many IT organizations, which adds further complexity to the existing challenges.

Current State of Network Operations Centers

Examining the current state of NOCs reveals that these centers are undergoing considerable changes, albeit from very different starting points. IT organizations typically lack a unified vision for what a next-generation NOC should look like in terms of structure and functionality. The primary goal of the recent research is to map out these findings and offer pathways for transitioning from conventional, reactive NOCs to proactive Integrated Operations Centers (IOCs) that can efficiently support all IT components.

Despite significant operational changes, many NOCs still operate under a reactive model, limiting their ability to address issues promptly. This reactive stance often stems from historical practices and organizational culture, where the focus has been on addressing problems only after they impact end users. The transition toward a proactive approach involves overcoming numerous hurdles, like ingrained internal processes, insufficient integration, and the need for a comprehensive framework that aligns with the diverse functionalities of modern IT environments.

Responding to Problems and Issues

One significant finding is the prevalent tendency of help desks to route unresolved issues to the NOC. Specifically, 75% of respondents indicated that network problems are usually assumed to underlie application response time degradations. This default routing is not merely a technical decision but also a cultural one. A network analyst from a manufacturing company noted that users habitually contact the NOC directly because historically, the NOC team has possessed the necessary tools to diagnose issues effectively.

Additionally, a manager of network management and security at a non-profit organization described a cultural shift within his organization. Moving from a defensive posture aimed at proving the network wasn’t the issue to a more collaborative approach with the motto, “I don’t care what the problem is, we are all going to get involved in fixing it.” Although some progress has been made, he admitted that this mindset is not yet pervasive within his organization. Shifting this cultural approach across the board is essential for improving problem resolution efficiency and fostering a more cooperative environment in addressing issues.

The Role of ITIL in Network Management

In the quest to enhance network management practices, many organizations are increasingly adopting frameworks such as the IT Infrastructure Library (ITIL). Survey responses indicate that 62% of organizations already have an ITIL-like service management process in place, with another 63% of those without it planning to adopt such processes within the next 12 months. This trend underscores a strong focus on process improvement within NOCs.

However, interviews with industry professionals provide a more nuanced perspective. For instance, a manufacturing analyst mentioned that his organization has started using ITIL but does not follow its guidelines strictly, as they do not anticipate a significant impact. Similarly, a CIO of a medical supplies company acknowledged ITIL’s benefits but found it too theoretical and resource-intensive to implement fully. These insights highlight that while ITIL offers valuable frameworks for process improvement, its practical application may require adjustments tailored to the specific needs and limitations of each organization.

Perception and Effectiveness of Current NOCs

An area of concern is the perception and effectiveness of current NOCs within organizations. Only 58% of survey respondents believe that the entire IT organization understands the NOC’s role. While senior IT management generally views NOCs in a positive light, over a quarter of respondents feel that the NOC does not meet the organization’s current needs effectively.

An IT manager from a manufacturing company expressed dissatisfaction with his network support group’s performance. He described the group as lacking network-savvy and limited to following basic troubleshooting scripts. This dissatisfaction led his company to reconsider keeping the network support function in-house, although they remain committed to improving its effectiveness. Addressing these performance gaps and ensuring a clear understanding of the NOC’s role across the organization are crucial steps toward enhancing their overall efficacy.

Reactive vs. Proactive Operations

A significant challenge is the operation of many NOCs in a reactive mode, recognizing problems only after they impact end users. This dynamic severely undermines user confidence in IT services. One CIO highlighted scenarios where end-user inquiries about system downtimes often went unnoticed by IT, emphasizing the substantial gap in proactive monitoring measures.

Industry insights suggest that the efficiency of NOCs is often hampered by internal silos, where workgroups operate with disparate goals, processes, and tools. Nearly half of the survey respondents acknowledged the presence of such silos within their NOCs. Additionally, 61% of NOC personnel reported using multiple, poorly integrated management tools. This fragmented approach complicates the resolution of issues, as pointed out by a network and systems manager from a conglomerate, who noted the challenges in cross-functional collaboration during problem-solving activities.

Allocation of NOC Time and Resources

Survey data indicate that NOC personnel are primarily occupied with managing applications, thus supporting a broad array of IT functionalities. Interestingly, non-NOC personnel perceive that NOC staff focus primarily on the WAN, suggesting a disconnect between the actual and perceived responsibilities of the NOC.

Despite ongoing efforts to evolve into a more proactive stance, many NOCs remain trapped in their reactive roles. This inertia is often due to insufficient integration and the absence of a unified framework for the tools at their disposal. Addressing this gap is crucial as it underscores the complexity of progressing toward a more efficient and holistic operational model.

Monitoring Focus: Availability and Performance

Survey results show that NOC personnel primarily manage applications, thereby supporting a wide range of IT functions. However, non-NOC staff believe that NOC personnel focus mainly on managing the WAN. This points to a disconnect between what NOC staff actually do and what others think they do.

Despite efforts to be more proactive, many NOCs remain stuck in their reactive roles. This stagnation is often due to a lack of integration and the absence of a unified framework for the tools they use. Bridging this gap is crucial, highlighting the complexity of moving toward a more efficient and holistic operational model.

To move forward, NOCs need to address these integration issues and implement a more unified framework for their tools. This will allow them to shift from a reactive to a proactive stance, improving overall efficiency and effectiveness. By understanding and resolving these challenges, NOCs can better fulfill their roles and align their perceived responsibilities with their actual duties, ultimately supporting a broader range of IT functionalities more effectively.

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