Network Operating Cycle (NOC) together with Service Management Center (SMC) is designated to handle multiple functions stated in “Fixed Menu Pricing or Contracts” outsourcing companies offer to outsourcers during a fixed period. Improving productivity and minimizing costs are the key factors why outsourcers secure the services of BPOs. It is the BPOs responsibility to keep their systems updated and running. Here, outsourcing companies adopt IT life cycles.


Protocols are put in place to serve the major components of delivering service management and customer experience management side by side. A detailed semantics which covers all aspects of the service business is backed up by IT operation. This means that all the hardware and software BPOs use should be able to keep up with deliverables and multiple functions such as event management, task management and task monitoring for each of their multiple clients. The IT system includes a dependable and sustainable service integration system strictly following these level protocols:

  • L1 = first level of support through telephone and desktop support where there is direct interaction with the client.
  • L2 = when L1 can’t solve the client’s problem, it is forwarded to L2 where the Network Administrator or Engineer works on resolving it. They will investigate and test routing, switching and other workout procedures.
  • L3 = When the problem persist, it is then forwarded to L3. However, this is unnecessary but done as a safety precaution in a summary of reports. Most of the time, the RND team handles the redesigning and planning duties. They don’t get directly involved with clients.

Computers are no different from household appliances. They have a specific lifespan. Parts give out and need replacement over time from frequent use. They also lose desirable functionality, become too slow or outdated at a certain point that BPOs should have both a contingency fund and plan to protect business sustainability for themselves and their outsourcers.

Hardware and IT issues are costly. Failures lead to losses due to unproductiveness, maintenance issues and system downtimes. The NOC life cycle job is to ensure a predictable, manageable, cost effective and feasible IT budget throughout the company’s multifunctioning departments. This begins by determining the demands of the business. Identifying the appreciate quantity of equipment needed by each department. Avoiding over-allocation and task duplication is integral in cutting cost. Doing so, the need for periodical equipment upgrades or replacements becomes foreseeable based on its output.  

The next step is procurement. As the equipment nears the end of its effective lifespan, the best recourse is determined. Options like upgrades, recycling, replacements or repair may be laid on the table to distinguish which option is the most efficient and cost effective. Usable components of decommissioned hardware are then stored and later recycled as replacements parts for others that may need repair.

By salvaging usable parts, the company lowers maintenance costs while maintain a profitable business environment. Businesses are able to stay competitive by having getting the latest modern hardware where it is truly needed to play crucial functions that older equipment are incompatible with. Computers are the primary tools used by BPOs of which they have a large inventory of. To accurately calculate its lifespan, keeps the company liquid. Financial spikes and budget problems are avoided.  

Further, the IT life cycle monitors the validity of the company’s software licenses, operating systems and manufacturer’s product warranties.  The company is then secured from security breaches, safety vulnerabilities and budget issues. Companies also gain financial security from manufacturer warranties as the hardware remains covered during the most part of their life cycle.

Companies must never undermine the importance of having a well-defined NOC system in place, specially, those engaged in outsourcing as it promises sustainability and business continuity in the long run. For inquiries, you can write to bd@athl.com.hk