6 Key Differences to Consider When Choosing Shared or Dedicated NOC Support
The dilemma of shared versus dedicated support framework frequently emerges while seeking outsourced NOC (Network Operations Center) support. An organization typically intending to outsource its NOC functions wants to know whether the web hosting support engineers are dedicated to the firm or shared among numerous clients.
Choosing between dedicated or shared support is a function of determining how much task and work the NOC requires. At times, when assessing critical metrics, the ideal model is sometimes more or less obvious. And other times, different aspects to consider are firm-client-specific expertise, security checks, complicated workflow capability, etc.
In this post, we will first understand the term ‘shared’ and ‘dedicated’ support and outline 6 important differences between shared and dedicated NOC support to help you choose the model that is most suitable for your company.
Shared NOC support
The shared NOC is a prompt and dependable resource that is constantly sorting and working through ticket queues from multiple customers. This structure is designed to provide standardized assistance. The shared NOC is highly scalable thanks to platform integrations. Internal escalation is normally handled by shift supervisors and managers.
Dedicated NOC support
Dedicated NOC resources handle issues for only one specific client or partner. The dedicated NOC support structure is a tailored outsourced solution manned by a staff of client-specific skill sets, which is led by a member that works in the coordination of the client’s needs. The number of resources available in the specialized team determines the service levels. Escalations are usually handled by the dedicated staff and forwarded to the client’s responsible party.
Key differences between shared and dedicated support
1. Service Level Agreement (SLA)
Dedicated NOC support structure: There is typically no restriction to the possible flexibility in setting up particular service levels as long as the resources can be expected to reasonably meet the requirements. For instance, an incident must be handled in seconds rather than minutes, such a demand may necessitate the use of multiple resources rather than one in the NOC at a time.
Shared NOC support structure: SLAs are uniform across the whole customer base. Supporting numerous SLAs is just infeasible in a shared environment, although there is occasionally a limited degree of flexibility available.
2. Delivery Process
Shared NOC support structure: The standard Information Technology Infrastructure Library (ITIL) framework is used to deliver services. The shared support environment, like SLA and other components of service, requires uniformity to operate.
Dedicated NOC support structure: Firms are not restricted to the traditional Information Technology Infrastructure Library (ITIL) framework. ITIL variations or whole new structures, including flexible ones, can be supported, regardless of how sophisticated or customized, they are.
3. Client Tools Integration
Dedicated NOC support structure: Integration is unnecessary since resources are functioning within the customer’s tools already.
Shared NOC support structure: Incorporation with consumer tools is substantial. Because the shared NOC’s efficiency is ensured by the use of standard tools, the range of consumer tools is managed by complex integrations, specifically with monitoring tools.
Dedicated NOC support structure: Scalability in a dedicated team is achieved by adding or removing resources. Whether there is a rise in NOC activity or the structure expands as services are introduced, additional support demands can be addressed by only expanding resources.
Shared NOC support structure: It provides adequate scalability to manage different workloads. While service costs will undoubtedly increase as workloads change, the increments are often significantly more minor when compared to adding even an additional dedicated resource.
5. Management of Escalation
Dedicated NOC support structure: Problems cannot be escalated outside the limits of the dedicated staff since nobody outside of that team can access or function within the unique environment.
Shared NOC support structure: Issues can surge to the expert area best qualified to deal with them. On a primary basis, advanced technical teams are in charge of escalations. Network problems are surged to network experts, server problems to teams that are experts in that area, and so on. If a problem proves extremely difficult or complex, it has a clear path to resolution.
Dedicated NOC support structure: The supervisory process is fairly simple. Depending on the number of resources and the period for which services are given, one or more team managers are allocated to lead the specialized team. These supervisors receive the same oversight and support from other teams as the shared support environment’s VP-level executives.
Shared NOC support structure: Because of the increased complexity and sophistication of the team structure, an equally sophisticated management structure is required. Shift Managers, Team Managers, Directors, and Vice Presidents are some of the positions included.
Choosing between a shared and dedicated support model necessitates a thorough analysis of the capabilities, benefits, and drawbacks of each model concerning your environment and support requirements. The 6 distinctions mentioned above should fairly help you make your decision smoothly and effectively.
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October 25, 2021
November 23, 2022