If you’re in charge of a major network operation (or any other kind of operation for that matter), you need to know the ins and outs of having the best practices for a network operation. Having the best practices for a network operation means not only having the most up-to-date technology but the best practices in how to run it. It means spending your time on the things that matter most, not what doesn’t matter. It means the ability to make the decisions that count, not the ones that don’t.
So, what are NOC best practices? First, there are the basic maintenance practices of keeping systems up to snuff, backups up, inventory control, application failure management, etc. You can spend countless hours defining your best practices. I’m not here to tell you how or what to do. This is a big job that requires lots of thought and planning. But we can get down to business: if you want to know the best practices for a network operation center, you must define the processes that define and run your company.
Some of these processes will be unique to your company. Some will be the same as your competitors. Regardless, the basic best practices for a network operation center are this:
1. Define and Document
First, you must define and document your unique operational processes. These should include everything from how your personnel is trained, to what systems you routinely test and audit. They should be documented and easily reproducible. For example, if your network has failed three times in a row, you should have a process for tracking the failures and doing corrective actions. This might include configuration changes, software modifications, user training, or a combination of any of these.
2. Test and Audit
Next, you must test and audit your processes. This is perhaps the most important part of best practices for a network operation center. Without regular testing and audits, you’re simply guessing. And guesswork is not good enough. You must have a process in place for checking the effectiveness of your procedures. This might involve outside testing, internal review, or a combination of these.
3. Implementing rules
Third, implement the rules. This might mean moving processes into separate groups, implementing quality metrics in those groups, or using software to track and report process performance. But in essence, this step covers all of the steps necessary to bring your unique network operation center up to par. In other words, implement your process, and track the results. This part covers the nuts and bolts of how to get things done and is, therefore, the most critical.
4. Execution
Fourth, execute the plan. When it comes to implementing best practices, the execution of the process is critical. If there’s no process mapped out, and no supporting documentation to show what’s going on, you’re just guessing at what works and what doesn’t.
5. Tracking
Fifth, make sure everything is on track. Once the process has been mapped out, followed up on by the implementation of best practices, and monitored consistently, you can focus on making sure the measures are working as they should. The metrics will show how well your efforts are meeting your goals, and the results should be able to reflect both success and failure. This step may seem like a no-brainer, but if you don’t make sure that everything is moving in the right direction, you could be doing more harm than good.
6. Communication
Sixth, make sure everyone knows what they’re doing. Best practices involve communication and the more people that have a stake in the initiative, the better. This includes supervisors as well as the other team members. If there’s a discrepancy in knowledge, it can result in poor outcomes for the entire team. The sooner you get to the bottom of the problem, the sooner you’ll be able to move forward with improving things.
7. Latest advancements
Seventh, remember what brought you to the position in the first place. While you’re executing best practices, it’s likely that you’ve had to deal with some challenges as an IT leader. Don’t allow these problems to prevent you from following through with improvements in the system. If your company can’t process information efficiently, you won’t be able to provide the services you promise your customers. Best practices advocate staying current on all developments within your organization, so make sure your people are on board with the latest advancements.
Finally, follow best practices for a network operation center by making sure you stay on top of technology. You should be reviewing new software applications and hardware on a regular basis, and you should have access to the latest training information for the applications and hardware you’re using in your network. This will help you keep ahead of the curve. Additionally, you should be installing new pieces of hardware on a regular basis to test its functionality. Having a testing and feedback process in place will help you find bugs more quickly and save money in the long run.
