ISPs encounter difficulties in accessing and utilizing data within their own organizations

Internet Service Providers (ISPs) typically monitor performance data within their Network Operations Centre (NOC), a specialised unit within the organization. Only a select few employees within this unit typically have the expertise to understand and interpret this data.

The data and insights derived from network performance monitoring within the NOC are not widely utilized for decision-making across the organization. Employees outside the NOC often lack the necessary understanding to effectively use this data, despite numerous divisions potentially benefiting from it. For instance, the marketing department, which targets reducing customer churn, and technical support, which aims to resolve customer complaints, could benefit from this data.

ISPs frequently engage external vendors or contractors for technical support when dealing with substantial, ongoing network issues. These contractors often utilize NOC data, potentially supplementing it with their own data collected via network probes, and present this information to managerial employees positioned outside the NOC.