A global resources organisation needed to move beyond reactive network operations
The organisation was operating at Level 2 Reactive maturity under ITIL standards, finding and fixing network issues only after users had already been affected. Its IT leadership team committed to establishing a Network Operations Centre that could lift service delivery, align teams around business outcomes, and make performance visible before incidents damaged user experience.
The NOC needed service standards that could predict issues before users felt them
Reactive operations
Teams were addressing network issues after users had already been affected, creating dissatisfaction and operational drag.
Fragmented service standards
Internal teams and third-party providers were not aligned to a single operational standard, slowing issue resolution and accountability.
User experience impact
Critical business processes, including SAP transactions and HR functions, lacked the thresholds needed to protect day-to-day experience.
Limited operational baselines
The organisation needed measurable baselines and KPIs that could connect technical performance to business value.
Ikara converted NOC performance into a live service compliance model
Establish service standards
Develop NOC service commitments benchmarked against third-party provider agreements and internal delivery expectations.
Assign responsibility
Give the NOC a clear operating model for identifying service deviations and assigning ownership for remediation.
Define thresholds and baselines
Set operational KPIs that support the business processes the network exists to enable, not just infrastructure availability.
Notify before impact
Proactively communicate service standard deviations before users notice issues, strengthening trust between business and IT teams.
Automate reporting
Automate service baselines and reporting while leveraging the organisation's existing reporting investments.
Unify the operating view
Consolidate network monitoring into a single pane of glass integrated with ServiceNow for ticketing and communication workflows.
The NOC shifted from reactive recovery to proactive service assurance
By automating service baselines and integrating them into a unified platform, the NOC gained real-time insight, faster issue resolution, and stronger alignment between IT operations, customer service, and business value.
Higher operational maturity
The organisation moved toward a proactive operating stance with clearer standards, thresholds, and ownership.
Faster issue resolution
Integrated baselines and a unified view helped the NOC identify service deviations and act before issues escalated.
Better business alignment
Network operations became tied to customer service objectives and critical business workflows.
Proactive service compliance gave the NOC precision, transparency, and business focus
Through Ikara's Service Compliance platform, the client established a proactive network operations model that improved service delivery, operational efficiency, and trust between IT teams and the business.
Make service operations measurable.
See how Ikara can turn operational standards into live assurance across your environment.
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