Service Operation Center (SOC)
Jabikha Service Operations Center (SOC) solution transforms conventional NOC into a customer experience driven process and lowers operational costs. Our process automation and big data correlation capabilities span mobile and fixed networks and empowers operators to break the operational siloes for delivering targeted, service specific quality improvement actions.
Service level issues are proactively detected by using predictive analytics and corrected even before it affects the customer experience, leading to lower number of customer complaints and increased usage of your services.
Many service providers need to shift their operations center from a Network Operations Center (NOC) model to a Service Operations Center (SOC) model. Or at a minimum, combine the two together. Our Service team combines expertise from our Contact Centre, Systems Engineering & Support and Consultancy Services teams to deliver a completely flexible Network Management Service.
Key benefits of the solution are outlined below:
- End-to-end, service specific monitoring for various applications and user profiles
- Targeted customer experience analysis to increase customer satisfaction
- Automated ticket handling by AI based predictive algorithms to proactively notify the operations center and take necessary actions before customer are affected
- Reduced cost per customer experience based on the prediction of future capacity requirements
- Lower operational expenditure deriving from the fully automated end-to-end proactive actions
With SOC solution, you can benefit from an intuitive platform that is proactive, intelligent and automated. This solution helps you manage the customer experience by looking at the service and application performance.
SERVICE DELIVERY
Capacity Management
Ensure that the customer has the correct amount of the defined capacities – understanding that the customer’s business is dynamic and that the requirements for capacity will change over time as the customer increases the use of technology within their operations, the size of the customer and their customer base grow.
Service Level Management
Define and publish service catalogue Map the agreed SLA and service KPI to incident management Track and Record All 3rd Party service requests, incidents and supplier’s performance, record any violation if any Internal and external customer services and packages details
Availability Management
Optimize the capability of the IT Infrastructure, services and supporting organization to deliver a cost effective and sustained level of Availability that enables the business to satisfy its business objectives.
Financial Management for IT Services
Manage and control the service provider’s budgeting, accounting, and charging requirements. It also provides operational visibility, insight and superior decision-making capabilities to the Service Provider by evaluating & analyzing the financial impact of any activity.
Using our SOC solutions, network engineers can quickly obtain an end-to-end view of the network’s status as they reduce the complexity of their activities. They benefit from the solution’s ability to process billions of records each day, with robust correlators and threshold crossing alarms (TCAs) designed to reduce the number of active alarms. All of this is possible with our innovative, machine-learning based algorithms which automate many actions.
SERVICE SUPPORT
Day-to-day contact point. Service Level Management is a prime business enabler for this function : its objective is to provide a single point of contact to provide advice, guidance and the rapid restoration of normal services to its Customers and Users
Restore normal service operation as quickly as possible and minimise the adverse impacton business operations, thus ensuring that the best possible levels of service quality and availabilityare maintained. ‘Normal service operation’ is defined here as service operation within SLA limits.
Problem Management process has both reactive and proactive aspects. The reactive aspect is concerned with solving Problems in response to one or more Incidents. Proactive Problem Management is concerned with identifying and solving Problems and Known errors before Incidents occur.
ESSENTIAL SOC ELEMENTS
Implementing Process Automation significantly reduces mean time to recovery (MTTR) and helps NOCs meet SLA’s by having a procedure in place to handle incident resolution and to consistently provide high quality response regardless of complexity of the process
Tell us more about how we can help you accelerate your business.
We will assist you with any questions you may have, please send email: sales@jabikha.net