Enterprises charge NOCs with one of their most important operational tasks: managing their networks and maintaining uptime. If they fail to perform, the results can be disastrous. Firms may lose customers, revenue and even the ability to operate at all – all significant hits to their bottom line.

Top NOCs provide frameworks and metrics that enterprises can use to evaluate their performance and improve customer satisfaction. They typically do this via one or more of the following nested methods:

SLAs: NOCs may set out minimum standards in their service level agreements (SLAs) and tell enterprises precisely what they can expect from their managed services. SLAs define performance measures and include clauses that permit the enterprise to take action if the NOC does not meet them. SLMs: SLM – or Service Level Management – is a process that seeks to get all stakeholders to agree how the IT service the NOC provides should function. SLMs define and document the levels of service to be provided. SLOs: Service Level Objectives are the “meat” of the SLA. They set out things like response time for phone calls, perhaps specifying that calls must be answered in under five minutes. SLIs: Service Level Indicators are components of each SLO. They typically summarize each of the tasks involved in meeting the needs of the enterprise.

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