By now, many are aware of the benefits of virtualization, as its ability to offer the new, value added services has been well documented. But how is the increase of network big data going to impact a service provider’s ability to manage and monitor the quality of experience of its customers?
Commonly, the responsibilities regarding customer care and maintaining network operations are allocated to a specific team or department, whether that’s in the Network Operations Center or the Service Operations Center. In order to monitor and survey the network, each of these groups use a distinct set of tools and processes, and the data in them is usually siloed.
The Difference Between NOC and SOC
Typically, the NOC is tasked with overseeing the performance of the network. Operators focus closely on monitoring network elements, such as routers and switches, and sites, like a mobile telephone switching office, to quickly zero in on latency issues or outages. Essentially, the NOC handles things that are literally broken within the network.
Conversely, when one of those network elements break, the SOC helps to determine which customers are impacted by the issue. The SOC evaluates the status and availability of a service, and delivers information on the overall quality of that service and how it’s affecting end-users.
You can imagine it as an ice cream truck on a hot summer day. The NOC makes sure that the ice cream machine is running smoothly, and the SOC ensures each customer gets the right amount of scoops.
Why the Need for Change?
While the NOC may know what’s broken, and the SOC may know when a customer is experiencing a problem, service providers often have difficulty connecting this information together to gain a holistic view of the issue. This service “blind spot” results in the customer service process being very slow and frustrating for customers.
An emerging trend among service provides has been to improve their customer service capabilities. The focus has shifted from the network to the customer as the need to deliver high quality of experience has been magnified in today’s highly competitive market. By connecting what happens in the NOC and SOC, service providers can:
- Prevent customer churn
- Improve the time it takes to resolve an issue
- Gain deeper insight into network performance
Overcoming the Service ‘Blind Spot’
To overcome this service “blind spot”, service providers require a solution which lets them see what’s broken and which customers are impacted in a single pane. In order to bridge this gap, it’s crucial to be able to ingest, correlate, and visualize all network and service topology, inventory, fault, and performance data in a single pane, and in real time. Through this, service providers can achieve a harmonized view of the network and revolutionize their operations.