hayduke.com asks: "I've recently been assigned to a program that is designing a 'Network Operation Center (NOC)'. I started to look for books, online material and other sources to help define a baseline for the Services Level Agreement for our intended customers. Not having any customers yet we are trying to incorporate the design elements that will provide the best possible level of service to the largest number of customers. A search on my favorite search engine brings up a lot of articles that have companies boasting that they have been recognized for being 'Best Practice' leaders in their respective fields but there are no references as to what those practices are. As this will be a NOC (pro-active) as opposed to a Call Center (reactive), I would like to know what other people think that NOC should be at bare minimum or if there are 'standards' that all NOCs should be held to."