A network operations center or NOC is a centralized location where IT support technicians can supervise, monitor and maintain client networks.
Many managed IT service providers (MSP) use these centres to ensure 24/7 uptime for all of their clients. An MSP maintains an in-house NOC, outsources a third-party provider, or chooses a mixed solution; nevertheless, NOC services, functions and responsibilities stay the same.
What are the NOC services?
The NOC is a central point for software distribution and updating, performance monitoring, coordination with affiliated networks, network troubleshooting, and router and domain name management.
But that’s not all it can do. There is a wide variety of NOC services that are provided including the following:
- Performance reporting and improvement recommendations
- Firewall and intrusion prevention system monitoring and management
- Network discovery and assessments
- Optimization and quality of service reporting
- Patch management and whitelisting
- Backup and storage management
- Email management services
- Voice and video traffic management
- Antivirus scanning and remediation
- Shared threat analysis
- Policy enforcement
- Application software installations, troubleshooting and updating
In terms of responsibilities, the NOC monitors every hop, net flow, server and endpoint attached to an MSP’s client networks. They also help to monitor infrastructure capacity, and health, and make adjustments and decisions to make sure that networks are performing at an optimal rate and that productivity has been organized.
If anything is flagged by the NOC, depending on the relationship between them and the MSP, the teams can work to solve the issue and help to identify the issue’s origin in order to prevent future problems.
Is an NOC the same as a Help Desk?
No, an NOC and a help desk are not interchangeable services. The big difference between the two is that the help desk is where all end-client interaction takes place.
The NOC provides back-end maintenance, support, and problem resolution, so that the MSP can respond to client issues that may arise. On the other hand, a help desk is a call centre was created to receive questions directly from the end-clients who are actively experiencing some issue.
Simply put, if an end-user is having is having a problem, they contact the help desk. If the MSP is having a program, they would contact the NOC.
If you want to ensure your company’s IT infrastructure, contact Dynamix Solutions today to see what we can do for you.
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