Successful NOC audit delivers valuable insights and action plan for EU operator

Our client faced significant service-impacting issues, with their Network Operations Center (NOC) lacking visibility to detect or respond within the desired timeframe.  Although the competence and engagement levels of the NOC team as well were found to be excellent, the NOC Setup, key operational processes, and tools required important improvements.

Aspire conducted a thorough assessment of the people, processes, and tools through documentation analysis, tooling reviews, process replays, work sessions, and interviews with NOC, vendor, and operator personnel to understand the root-causes of these operational challenges. Key findings included:

• VIP Complaints: 80% were due to network issues.
• Service Degradation: Key services were degraded or stopped without required observability or triggering of alarms to the NOC.
• Automation: The existing toolset had the capabilities but was not fully developed in terms of network integration to provide observability, correlations, and alarm definitions with too much overhead on the NOC staff.

As a result of the audit, Aspire documented 93 findings across 5 dimensions and proposed 48 immediate actionable recommendations, including:

• Developing a Service Management Model including all services, with dashboards for Customer Care and NOC.
• Development of a list of Service Management Requirements to be implemented by Engineering.
• Creation of Service Dashboards for all services.
• Creation of Auto-Ticketing rules for threshold breaches.

Our findings and recommendations were enthusiastically received by the operator’s management team.

According to the CTO, “Over my entire career, this is one of the best engagements we have had from an external party. It is clear that Aspire has great domain knowledge and knows how a NOC works very well. I thank you!”

The Head of 5G Operations and Quality Management added, “Thanks to the Aspire team for performing a great audit. You have provided excellent insights and recommendations for us. It is excellent!”

We are grateful for the opportunity to support our client and look forward to assisting with the implementation of these recommendations.

If your organization is facing similar challenges, contact us today to discover how we can help optimize your network operations and drive your success with our Technology Consulting team.