As most IT services are dependent on connectivity Network Management will be essential to deliver services and also to enable Service Operation staff to access and manage key service components. Network Management will have overall responsibility for all of the organizations own local Area Networks (LANs), Metropolitan Area Networks (MANs) and Wide Area Networks (WANs) – and will also be responsible for liaising with third-party network suppliers.
Their role will include the following activities:
Network Management is also often responsible, often in conjunction with Desktop Support, for remote connectivity issues such as dial-in, dial-back and VPN facilities provided to home-workers, remote workers or suppliers. Some Network Management teams or departments will also have responsibility for voice/telephony, including the provision and support for exchanges, lines, ACD, statistical software packages etc. and for Voice over Internet Protocol (VolP) and Remote Monitoring (RMon) systems.
At the same time, many organizations see VolP and telephony as specialized areas and have teams dedicated to managing this technology. Their activities will be similar to those described above.
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