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Implementing a service operations centre: benefits of vendor-engagement and deployment models

Anil Rao Principal Analyst, Research
Hansang (Andy) He Consultant, Custom Research

"CSPs are deploying both standalone SOCs and SOCs inside established network operations centres (NOCs), and are retraining existing employees to quickly realise some cost-saving benefits."

Communication service providers (CSPs) are using managed-services models to deploy service operations centres (SOCs) and, in some cases, are also choosing a benefit-sharing model. Managed-services contracts provide a good framework for SOC implementation, and can include service quality and customer experience KPIs. A benefit-sharing model also provides a good incentive for both CSPs and vendors to make the SOC successful.

This report provides:

  • professional-services models used to engage vendors for SOC implementation
  • SOC deployment models commonly used by CSPs
  • drivers and inhibitors of SOC deployment
  • expected benefits of deploying a SOC.