The focus of this Thesis has been to evaluate different monitoring systems and processes that are used by the Network Operations Center at TDC Sverige AB. The problem formulation involves (i) how the monitoring systems are used, (ii) how these work together, (iii) what processes are involved and (iv) how the systems and processes can be improved to benefit the Network Operations Center. Processes involved in TDC’s work follows the Information Technology Infrastructure Library. To be able to answer the problem formulation, the current documentation is browsed and together with meetings with key figures within the company; such as managers, project managers, technicians and system administrators; information is gathered to give a comprehensive view of the current state of the monitoring systems, and the whole process leading to handover to the Network Operations Center. TDC Network as a Service is a concept that includes different networking solutions in which LAN and WLAN as a Service offers standardized networking solutions for LAN and WLAN. The Network Management System is described, which includes HP Network Node Manager i, Network Performance Servers and incident ticket systems. The process of how incident tickets can be created, both manually and automatically, is described as well as the whole process of how new customers are added to the monitoring and how customers are registered in the different Service Asset and Configuration Management applications. It is discussed how new nodes are added to the monitoring, and which systems are involved in this process, including Network Node Manager i, VisionApp, NetMRI and incident ticket systems. The regular monitoring process of the Network Operations Center is presented in this Thesis. It is suggested that the improvements include involving the Network Operations Center at an earlier stage during the selling and implementation process, and devised a better transition to the Service Operation phase. TDC would benefit from fewer Service Asset and Configuration Management applications and incident ticket systems and there should be better routines regarding documentation.

The thesis focuses on the management and functionality of the Network Operations Center, whose function is to maintain optimal network operations on various platforms, media and communication channels. The department is in a company that develops AAA game titles. The first part defines the theoretical basis. The next section introduces the company together with the analysis of the functioning of the department and communication. The last part is devoted to the design of the organizational structure, which includes the process of creating a new job. The process involves the division of activities, the recruitment process and the economic appreciation itself.