What ITIL Does For The Management Of A Network

Operations Center October 15, 2010

Filed under: ITIL,Self Improvement,Service Management,Value Add — thinkhdi @ 5:03 pm

Blog: Sophie Klossner, HDI Membership Director

In general terms, ITIL impacts the Network Operations Center (NOC) in the
following ways:

 It provides a common language for discussing NOC operational processes

 Its processes are linked and supportive of one another
 It provides guidance as to how to make NOC operations more professional and
business-like
 It provides a focus on the allocation of NOC staff resources to optimize results for the
customer
 It provides more predictable and repeatable results with less risk of failure

More specifically, the successful adoption of ITL in the Network Operations Center (NOC)
environment can lead to the significant improvement of processes that will:

 Improve resource utilization

 Increase productivity
 Decrease rework
 Eliminate redundant work
 Improve upon project deliverables and on-time delivery
 Improve availability, reliability, and security of mission critical IT services
 Provide detailed cost justification data and improve the cost of service quality
 Provide services that meet business and customer demands
 Integrate central process documents and communicate roles and responsibilities in
service provision
 Learn from previous experiences, mistakes, projects, and customer contacts
 Provide robust and demonstrable key performance indicators