“The right actions undertaken for the right reasons generally lead to good outcomes over time.” – John Mackey, CEO – Whole Foods Market
In the first of our four-part blog series on a network operations-focused ITOM Transformation, we identified the 6 signs that warrant an IT ops transformation for a NOC. It follows that you would want to understand the positive business outcomes that organizations can realize from an ITOM transformation for your network operations.
It is a disruptive time for managed services providers (MSP) providing network monitoring services, and there is more coming their way. They must battle with growing costs due to applications’ explosive bandwidth consumption, stagnation of traditional business, changing regulations, and intense competition from non-traditional players. MSPs now have to focus on keeping costs low, while simultaneously trying to find new and innovative sources of revenue growth. For MSPs to generate new revenues streams and succeed, they need to redefine and reorient their operations and underlying technology platforms to create new digital experiences for customers. With an eye on future customer needs, MSPs are required to marry existing business priorities with newer technologies.
What’s in it for you?
A network operations-focused ITOM transformation intelligently, ubiquitously and unobtrusively unites existing network technologies with artificial intelligence, wireless computing, increased internet connectivity and voice recognition. Advanced analytics, collaboration tools, and processes drive efficiencies. Implementing robotics-powered processes and tools helps create a delightful customer experience with minimum operating footprint. The essentials for succeeding in these competitive markets is speed and agility in operating all aspects of the network, along with swift service delivery. These are the promised results of an ITOM transformation initiative for network operations and we will go over them in detail below.
Business outcomes of embracing a network operations-focused ITOM transformation
A network operations-focused ITOM transformation activates the true potential of the MSPs by delivering the following 3 compelling business outcomes:
1. Business outcome – Improve SLAs to increase CSAT: A network operations transformation provides a 3600 view of all the systems, network components and unified communications infrastructure–end-users, phones, mailboxes, and agents. The advanced analytics capabilities heighten service predictability and eliminate surprises that stem from complex environments. Service level performance is tracked with relevant SLAs to ensure that services continue to meet and exceed business expectations.
The problem it solves: Integrates disparate systems to remove service blind spots and increase end-to-end visibility. Makes it easy to derive meaningful inferences and deploy interventions using analytics to sift through tons of customer IT infrastructure data. Minimizing hardware outages enhances business continuity and delivers better end user experience due to adherence to stringent SLAs.
2. Business outcome – Optimize operations to scale faster: Transformed network operations enable network teams, to achieve meaningful enhancements in productivity through extensive automation and a centralized management of their systems. An in-depth integration and automation trigger the necessary optimization in operations and networks. Automation handles repetitive monotonous tasks and considerably reduces human errors.
The problem it solves: Stops L1 and L2 resources from fire-fighting and tackling repetitive issues such as system updates. It also helps meet the reliability and quality demands of end-clients, and improves compliance, security, and resiliency of network operations.
3. Business outcome – Prioritize projects for business growth: Transformed network operations break down siloes between network teams and business leaders, thereby fostering an effective collaboration across the organization. Through better communication, they can prioritize strategic projects that drive new revenue and growth for the business.
The problem it solves: Empowers L3 staff to work on projects higher up the value chain. They can create and deliver new services and products that cater to the needs of current and future clients.
Reinvent now to stay relevant in the future
An ITOM transformation for network operations delivers immediate and long-term benefits. It allows MSPs to reinvent their operations and services to stay in business today. It also makes them stay relevant in the future by allowing them to invest in the following initiatives:
- Building the next-gen platforms to improve future stability and meet customer demand
- Developing services for the new-age consumer to remain competitive
- Creating agility in operations to deliver real-time service