The business payoff of transforming a NOC to a BOC

How shifting from a Network Operations to a Business Operations approach drives real gains in efficiency and productivity.

In today’s application economy, there’s an increasingly tight link between business service performance and business performance. Even brief outages and performance issues can yield poor customer experiences and inhibit employee productivity, and in today’s disruptive, dynamic markets, the penalties for these failures can be steep.

However, while maximizing service performance is a critical imperative, many IT teams are finding the objective increasingly difficult to achieve. Too often, their current tools and approaches are working against them.

While traditional Network Operations Centers (NOCs) were sufficient to support the static, less complex, on-premises environments of the past, they’re increasingly ill equipped to support the complex, dynamic, hybrid environments of today. Unless they transform their NOC, IT teams will be operating in an increasingly reactive, inefficient manner, and the performance of business services, and the business itself, will suffer.

That’s why it’s critical for organizations to move from running a NOC to running a BOC.

The NOC to BOC imperative

In a previous blog, we outlined the key steps necessary to establish a BOC – a transformational exercise that helps organizations view IT performance more holistically, and within the context of business services. When organizations establish a BOC, they gain a centralized, correlated view of events. They can implement models of vital business services, track how they’re performing, and intuitively understand all the services’ dependencies.

With a BOC, IT teams can:

  • Work smarter. Instead of sifting through massive volumes of technology-focused events, operators can track performance within the context of business services. Through the BOC, staff will have a clear view of business services, and understand which efforts will make the biggest impact on the quality of those services.
  • Speed troubleshooting. Operations teams can get the intuitive visibility that makes it faster and easier to spot the root cause of issues and address them.
  • Free up experts. In the BOC, centralized visibility, correlation and control set the stage for standardization and automation. Further, by equipping level-one staff members with powerful, intuitive insights and views, they will be equipped to address tougher inquiries and issues. As a result the BOC frees up level-two and level-three experts, so they spend less time reacting to issues and more time focusing on strategic efforts.

How the BOC benefits the business

By establishing a BOC, organizations can begin to view performance in a way that’s aligned with current business and IT realities. Armed with a BOC, organizations can start to realize the following benefits:

  • Improved service levels and SLA compliance. The BOC enables IT teams to track service level performance in relation to pertinent service level agreements (SLAs). Rather than finding out after an SLA has been breached, operators can track ongoing performance against SLAs and better ensure services continue to meet or exceed the service levels the business requires.
  • Enhanced service predictability. Through leveraging the BOC, IT teams can boost service predictability and eliminate surprises, no matter how complex the underlying environments may be, or how fast usage and demands may change.
  • Optimized operations. The BOC enables operations teams to realize significant improvements in efficiency. The BOC enables organizations to centralize and standardize their service management systems and workflows. This standardization also sets the stage for much more widespread automation of ongoing efforts, which fuels both speed and efficiency.
  • Enhanced communication. With a BOC, individuals from across different IT teams as well as business leaders can all be working from consistent sources of intelligence. This unified visibility is essential in breaking down silos within the business, and fostering more effective collaboration across the organization.

 

By harnessing a BOC, IT teams and the businesses they support can realize improved efficiency and productivity. Discover how a BOC can yield dividends in your business.

Learn more about the NOC to BOC transition

For more information and tips on why now is the time to make the BOC transformation and how it can be done, read our earlier posts:

 

Having the right service management solution in place is critical to the transformation. To learn more about how CA Service Operations Insight can help, visit ca.com/soi.


Kimberly Becan is a product marketing manager for CA Spectrum and CA Service Operations Insight.…

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