Enterprise Enterprise Service Operation Center ENTERPRISE NOC
Sameer Paradia
Contents Contents About ESOC‐ What? Why?
S i ff i f ESOC Service offerings from ESOC
Components of ESOC
Description about all components
Summary
Objective This presentation summarize the need of ESOC and its Thi t ti i th d f ESOC d it building blocks. The size and quantum of each block might vary from Service provider and based on i ht f S i id db d customer requirements. It offers generic description of ESOC.
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What is Enterprise Service Operation Center (ESOC) ? What is Enterprise Service Operation Center (ESOC) ? • ESOC ESOC supports various IT service verticals like Service supports various IT service verticals like Service desk, Network(LAN/WAN/Links), Security, Voice, Video, Datacentre, desk side Managed IT Services from a single facility from a single facility • Single Service desk contact details (phone/ mail id) shared with customers for any issue • Technical experts are available round the clock Technical experts are available round the clock • Technical experts and management/ monitoring tools are offered to client either on Shared or Dedicated basis Dedicated basis • Highly scalable and grows number of seats and tools to manage any number of IT assets from customers • Offers pricing in terms of per device per annum ff f d
What is Enterprise NOC(ESOC) covers? What is Enterprise NOC(ESOC) covers? Applications
Datacentre Voice/ Video Data – LAN/ WAN
Service Desk
All services catered from one common operation centre Single service desk and service interface for any incident ESOC is responsible for SLA for entire IT infrastructure Common pool of technical team for all the technologies
Why ESOC ? Why ESOC ? • Customers are looking out for single g g service provider to support them for all entire IT infrastructure • Most of the strategic outsourcing g g contracts are designed on Hybrid Service Delivery model. ESOC is most important part in offsite delivery • It reduces cost of expert resources being available from one facility • Service provider can Service provider can’tt support SLA support SLA without common control point
Components of ESOC Components of ESOC
People
Certifications
War Room
Testing Lab/ COE
Tools
NOC COMPONENTS
Utilities
Security
Process
Infrastructure Infrastructure
Visitor Lounge Visitor Lounge
Description of Components of ESOC Description of Components of ESOC
1. 2 2. 3. 4. 5. 6. 7. 8 8. 9. 10.
ESOC is balanced combination of all of components summarized ESOC is balanced combination of all of components summarized below: People – Operations Management and Technical teams P Process – ITIL / ISMS ITIL / ISMS Tools – Management / Monitoring/ Troubleshooting Infrastructure – NOC office Space, Power, AC, Datacentre, BMS p room, Security surveillance room, Fire management systems, Telecom operators connectivity room Certifications – ISO 20000, ISO 27001, ISO 9000 etc. , , Security – Physical/ Information Testing Laboratory / COE‐ Center of Excellence Visitor lounge / Presentation area Visitor lounge / Presentation area War Room Utilities‐ Pantry, Rest rooms, Car parking, Conference
1 People ‐ Components of ESOC 1. People Components of ESOC •
Management team – – – – –
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Service Desk Team – – – – –
•
Service desk agents (Experience 2‐5 yrs) L1/ L2/ L3 technical resources for various technologies and applications L1/ L2/ L3 technical resources for various technologies and applications Incident and change manager Vendor Manager Multi lingual/ technology support Multi lingual/ technology support
Other resources – – – –
•
ESOC Head (Experience 15‐20yrs ) O Operation Managers (Experience15‐18 yrs) i M (E i 15 18 ) Service Delivery Manager (Experience 12‐15 yrs) Project Managers HR and Administration team HR and Administration team
Transition Manager (Experience > 8 yrs) Process Engineers (Experience 5 8 yrs) Process Engineers (Experience 5‐8 yrs) Analysts and reporters (Experience >5 yrs) POC and COE: Staff to operate and testing
Developers: To maintain and customize portal and NMs/ EMS tools Developers: To maintain and customize portal and NMs/ EMS tools
1 How does ESOC delivers? 1. How does ESOC delivers?
2 Process ‐ Components of ESOC 2. Process Components of ESOC
• ESOC ESOC need well defined processes to support various need well defined processes to support various technologies integrated into a single framework • A governance framework must be present to ensure A governance framework must be present to ensure underpinned framework works properly y g p q • Quality management & improvement framework requires to ensure that customer SLAs are met and human resource productivity is fully utilized. NO PROCESS = NO ESOC
2 Process: How does ESOC works? 2. Process: How does ESOC works?
2 Process Frameworks‐ Should be looked in 2. Process Frameworks Should be looked in Category/Discipline
Type
y g Quality Management and Business Process Management
Frameworks that focus on quality standards, q y , applied to specific IT domains (service security, architecture, general)
Quality Improvement
Frameworks that focus on assessment and improvement of processes, performance or other, not focussing on how‐to aspects of operating the IT Frameworks that focus on how to organise the IT function in terms of responsibilities the IT function in terms of responsibilities, controls, organisation
IT Governance
Information Management Management
Project Management
Frameworks that focus on how to perform and organise certain aspects of information and organise certain aspects of information management, such as procurement, service management, requirements Frameworks that focus on project, program, and portfolio management, not specifically IT
Framework/ Standard / Methodology TQM EFQM ISO 9000 ISO/IEC 20000 TOGAF TM Ti kIT TickIT ISO/IEC 27001 CMMI Six Sigma eSCM SP eSCM‐SP IT Balanced Scorecard AS 8015 ISO/IEC 38500 / COBIT M_O_R ITIL eTOM
MSP PRINCE2 TM PRINCE2 TM PMBoK TM IPMA Competence Baseline
3 Tools – Components of ESOC 3. Tools Components of ESOC Mandatory features for ESOC NMS/EMS Mandatory features for ESOC NMS/EMS tools • Multi tenancy support • Varied Technology Support • Event correlation and de duplication • Topology map T l • Web portal access for customers • Integration with other management Integration with other management systems • CMDB (Configuration Management D t b ) Database) • Asset Management • High Availability & Redundancy High Availability & Redundancy
3. Key Tool components of a scalable and robust ESOC
Technology & Services Support Network LAN/ WAN
Managed Video Solns.
Desk side user
Enterprise Application Services
Enterprise Hosting
Enterprise Enterprise Data Manageme nt
Asset Manageme nt
Authenticat ion & Authorizati on
Enterprise Voice solutions
Enterprise Connectivit y
Application Support Services
Managed Enterprise Services
Enterprise Mobility Services
Content Content Services
Managed Security Services
Location Location Services
Product Development & Process Product Development & Process Automation Develop & Manage Products/ P d / Services
3rd Party Enterprise Services
Virtual Telemetry Telemetry Environmen Solutions t
R l ti hi M t Relationship Management
Workflow/ process automation
Fulfillment Service Provisioning Service Provisioning
3rd Party Content Services
Customer Management
Billing, Invoicing & Settlement
3rd Party Management
Service Assurance
3 Tools – Components of ESOC 3. Tools Components of ESOC Some of the popular tools that are required to be integrated together are summarized
4 Infrastructure Blocks of ESOC 4. Infrastructure Blocks of ESOC •
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ESOC office Space: Minimum 55 Sq ft per seat – Structured LAN cabling Structured LAN cabling – Same types of furniture and PC/ Monitors, Hardware – Video Walls – Scalable area on same floor – Card access and biometric access controls Power: Mains and Back up UPS/ DG set. Electrician available for emergency – PDP‐Power Distribution Panels – Emergency power switching panel – DG set: Diesel storage area – Lighting in facility – Energy saving plan Precision Air conditioning Datacentre: Rack space to host tools and customer facing portals – Hosts customer facing portal, NMS/ EMS tools – Storage for logs and configurations of customer IT assets under NOC management – B k Back up devices and Tape library d i dT lib – Physical and information security
4 Infrastructure – Components of ESOC 4. Infrastructure Components of ESOC •
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Various control rooms need to be in place as below: V i t l dt b i l b l – Building Management System (BMS) room: Centralized room to monitor integrated with video surveillance, visitor management system and Fire management system – Security surveillance room: same room as BMS – Fire management systems: Same room as BMS Connectivity: – To connect various Telecom from customer premise – Feasibility for same must be in place, well in advance Feasibility for same must be in place, well in advance – VPN concentrator: To connect to customer over Internet using IPSEC VPN
5 Certifications – Components of ESOC 5. Certifications Components of ESOC • • • • •
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Certifications are required to become eligible in tenders/ RFP Start with ISO 20000, ISO 27001, ISO 9000 Various process and controls are required to be documented and implemented A full time resource is required to maintain the certificates and generates various supporting records In addition to these, ESOC must have capability and capacity to comply to end customers’ certifications alike SOX, SAS 70, etc. This is done case to case basis. For customers who need dedicated SOC inside facility, separate compliance and certifications has to be met
6 Security 6. Security •
Two fold security – Information security for ESOC users and Infrastructure I f ti it f ESOC dI f t t – Physical for ESOC users, visitors and Infrastructure – Both above mentioned must be monitored on 24x7 basis
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Information Security for ESOC users and Infrastructure – Process level: ISMS(Information Security Management System) – Network level: Firewall, IPS, VPN, Antivirus, Two factor tokens for ESOC users, Web filter software` – Desktop level: Antivirus, security compliance, Strong Desktop le el Anti ir s se rit omplian e Stron authentication and access control – Datacentre level: Firewall, IPS, VPN, Antivirus, Host based IDS – Access log: Syslog server for user audit trail and analysis
6 Security ‐ Physical 6. Security Physical for ESOC users, visitors and Infrastructure – Security guards on round the clock duty Security guards on round the clock duty – Video Surveillance: monitor human movement – Biometric controls: For access to Datacentre and critical NOC areas – Datacentre level: Firewall, IPS, VPN, Antivirus, Host based IDS based IDS – Tape vault: To store the logs generated in tapes and backup. This is statutory requirements – Access card: to operate doors and movement in and out of ESOC – Visitor Management System: Register entry and Visitor Management System: Register entry and pass generators, badge card for visitors – Glass and other barriers for dedicated space for certain clients in ESOC
6 Security Controls – Components of ESOC Components of ESOC 6. Security Controls Premise controls 1 Environment 1. Environment 2. Infrastructure 3. People
Monito ring
Network security
Network / d data Access Control
Audit & Trails
E mail/ Web control Logical g Isolation
Role Based A Access
Physical y Security
Premise access control
People control Log Analysis
Client side controls 1. Coordination 2 Collaboration 2. Collaboration
Proactive 1. Management 2. Monitoring
Tape Media vault Users controls 1. Process 2. Technology
7 Testing Laboratory / COE‐ Center of Excellence 7. Testing Laboratory / COE Center of Excellence Laboratory / COE is critical for: Laboratory / COE is critical for • Need dedicated separate area • It has testing equipments on Network, Security, Server, DB, OS, It h t ti i t N t k S it S DB OS application, Voice and NMS/ EMS Tools. • Virtualized environment is used to host application testing Virtualized environment is used to host application testing • Testing of changes in NMS/ EMS tools before it goes in production environment and affecting all customers production environment and affecting all customers • Requires for release management of devices at customer site • Part of sales initiative to win customer confidence in Tulip in Part of sales initiative to win customer confidence in Tulip in pre sales cycle • Carrying out POC to be demonstrated to customers Carrying out POC to be demonstrated to customers • Training of employees
8 Visitor lounge / Presentation area 8. Visitor lounge / Presentation area Visitor lounge • Customers visit ESOC to audit the infra as per contract signed Customers visit ESOC to audit the infra as per contract signed • They need to be in quarantine area to interact with ESOC staff • A PC to be placed in it, in case they need to access their systems Presentation area • ESOC need a separate area at entrance which is physically d h h h ll isolated using a glass wall from ESOC sitting area • This is part of security and NDA signed with existing customers This is part of security and NDA signed with existing customers • Presentation conference hall should be able to accommodate enough people • Equipped with projectors/ VC facility
9 War Room 9. War Room • War room is a dedicated space where entire team responsible f for major incident resolution meet up and handle the issue. j i id l i d h dl h i • They need to interact with customers and partners to resolve the incident the incident • Its a room with all communication like LAN, voice, VC • Separate War room is required to ensure other ESOC S t W i i dt th ESOC operations teams are not disturbed and customer issue confidentiality is ensured confidentiality is ensured
10 Utility area 10. Utility area • • • • • •
Car parking for visitors, partners, employees Car parking for visitors partners employees Material Storage room P t Pantry Area for security guard at entrance L k Locker room Rest rooms: Separate for employees and visitors (outside main ESOC area) ESOC area)
Summary • ESOC is perfect mix of people, process, tools and infrastructure • Has to be state of the art facilities and equipped with best talents • ESOC is showcase of service provider business • Face of company’s capability to customer • Major cost for ESOC is people and has to be strategically placed to optimize cost of resources • Scalability of ESOC is key to profitability, it will grow with business • Automation tools are key for ESOC success l k f
Sameer Paradia – CGEIT, CISM, CISSP (
[email protected]) Practicing g IT Services and Outsourcing g for past p 20+ years y
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