Enterprise Enterprise Service Operation Center

ENTERPRISE NOC

SameerParadia

Contents Contents
AboutESOC What?Why?

S i ff i f ESOC ServiceofferingsfromESOC

ComponentsofESOC

Descriptionaboutall components

Summary

Objective ThispresentationsummarizetheneedofESOCandits Thi t ti i th d f ESOC d it buildingblocks.Thesizeandquantumofeachblock mightvaryfromServiceproviderandbasedon i ht f S i id db d customerrequirements. ItoffersgenericdescriptionofESOC.

WhatisEnterpriseServiceOperationCenter(ESOC)? What is Enterprise Service Operation Center (ESOC) ?

ESOC supports various IT service verticals like Service ESOCsupportsvariousITserviceverticalslikeService desk,Network(LAN/WAN/Links),Security,Voice, Video,Datacentre,desksideManagedITServices fromasinglefacility from a single facility SingleServicedeskcontactdetails(phone/mailid) sharedwithcustomersforanyissue Technical experts are available round the clock Technicalexpertsareavailableroundtheclock Technicalexpertsandmanagement/monitoring toolsareofferedtoclienteitheronSharedor Dedicatedbasis Dedicated basis Highlyscalableandgrowsnumberofseatsandtools tomanageanynumberofITassetsfromcustomers Offerspricingintermsofperdeviceperannum ff f d

What is Enterprise NOC(ESOC) covers? WhatisEnterpriseNOC(ESOC)covers?

Applications

Datacentre Voice/Video Data LAN/WAN Allservicescatered fromonecommon operationcentre Singleservicedesk andserviceinterface foranyincident ESOCisresponsible forSLAforentireIT infrastructure Commonpoolof technicalteamforall thetechnologies

Service Desk

WhyESOC? Why ESOC ?

Customersarelookingoutforsingle g g serviceprovidertosupportthemfor allentireITinfrastructure Mostofthestrategicoutsourcing g g contractsaredesignedonHybrid ServiceDeliverymodel.ESOCismost importantpartinoffsitedelivery Itreducescostofexpertresources beingavailablefromonefacility Service provider cant support SLA Serviceprovidercan tsupportSLA withoutcommoncontrolpoint

ComponentsofESOC Components of ESOC

People

Certifications

WarRoom

Tools

TestingLab/COE

NOCCOMPONENTS

Process

Security

Utilities

Infrastructure Infrastructure

VisitorLounge Visitor Lounge

DescriptionofComponentsofESOC Description of Components of ESOC

ESOCisbalancedcombinationofallofcomponentssummarized ESOC is balanced combination of all of components summarized below: People OperationsManagementandTechnicalteams Process ITIL / ISMS P ITIL/ISMS Tools Management/Monitoring/Troubleshooting Infrastructure NOCofficeSpace,Power,AC,Datacentre,BMS p room,Securitysurveillanceroom,Firemanagementsystems, Telecomoperatorsconnectivityroom Certifications ISO20000,ISO27001,ISO9000etc. , , Security Physical/Information TestingLaboratory/COE CenterofExcellence Visitorlounge/Presentationarea Visitor lounge / Presentation area WarRoom Utilities Pantry,Restrooms,Carparking,Conference

1. 2. 2 3. 4. 5. 6. 7. 8. 8 9. 10.

1.People ComponentsofESOC 1 People Components of ESOC

Managementteam
ESOCHead(Experience1520yrs) OperationManagers(Experience1518yrs) O i M (E i 15 18 ) ServiceDeliveryManager(Experience1215yrs) ProjectManagers HRandAdministrationteam HR and Administration team Servicedeskagents(Experience25yrs) L1/L2/L3technicalresourcesforvarioustechnologiesandapplications L1/ L2/ L3 technical resources for various technologies and applications Incidentandchangemanager VendorManager Multilingual/technologysupport Multi lingual/ technology support TransitionManager(Experience>8yrs) ProcessEngineers(Experience58yrs) Process Engineers (Experience 5 8 yrs) Analystsandreporters(Experience>5yrs) POCandCOE:Stafftooperateandtesting

ServiceDeskTeam

Otherresources

Developers:TomaintainandcustomizeportalandNMs/EMStools Developers: To maintain and customize portal and NMs/ EMS tools

1.HowdoesESOCdelivers? 1 How does ESOC delivers?

2.Process ComponentsofESOC 2 Process Components of ESOC

ESOC need well defined processes to support various ESOCneedwelldefinedprocessestosupportvarious technologiesintegratedintoasingleframework A governance framework must be present to ensure Agovernanceframeworkmustbepresenttoensure underpinnedframeworkworksproperly y g p q Qualitymanagement&improvementframeworkrequiresto ensurethatcustomerSLAsaremetandhumanresource productivityisfullyutilized. NOPROCESS=NOESOC

2.Process:HowdoesESOCworks? 2 Process: How does ESOC works?

2.ProcessFrameworks Shouldbelookedin 2 Process Frameworks Should be looked in

Category/Discipline y g QualityManagement andBusinessProcess Management Type Frameworksthatfocusonqualitystandards, q y , appliedtospecificITdomains(service security,architecture,general) Framework/Standard/ Methodology
TQM EFQM ISO9000 ISO/IEC20000 TOGAFTM TickIT Ti kIT ISO/IEC27001 CMMI SixSigma eSCMSP eSCM SP ITBalancedScorecard AS8015 ISO/IEC38500 / COBIT M_O_R ITIL eTOM

QualityImprovement

ITGovernance

Frameworksthatfocusonassessmentand improvementofprocesses,performanceor other,notfocussingonhowtoaspectsof operatingtheIT Frameworksthatfocusonhowtoorganise theITfunctionintermsofresponsibilities, the IT function in terms of responsibilities controls,organisation Frameworksthatfocusonhowtoperform andorganisecertainaspectsofinformation and organise certain aspects of information management,suchasprocurement,service management,requirements Frameworksthatfocusonproject,program, andportfoliomanagement,notspecifically IT

Information Management Management

ProjectManagement

MSP PRINCE2TM PRINCE2 TM PMBoK TM IPMACompetenceBaseline

3.Tools ComponentsofESOC 3 Tools Components of ESOC

MandatoryfeaturesforESOCNMS/EMS Mandatory features for ESOC NMS/EMS tools Multitenancysupport VariedTechnologySupport Eventcorrelationanddeduplication T l Topologymap Webportalaccessforcustomers Integration with other management Integrationwithothermanagement systems CMDB(ConfigurationManagement Database) D t b ) AssetManagement High Availability & Redundancy HighAvailability&Redundancy

3.KeyToolcomponentsofascalableandrobustESOC

Technology&Services Support
Network LAN/WAN Managed Video Solns. Enterprise Connectivit y Deskside user Enterprise Application Services Managed Enterprise Services Enterprise Hosting Enterprise Enterprise Data Manageme nt Content Content Services Asset Manageme nt Managed Security Services Authenticat ion& Authorizati on Location Location Services 3rd Party Content Services 3rd Party Enterprise Services

Enterprise Voice solutions

Application Support Services

Enterprise Mobility Services

Virtual Telemetry Telemetry Environmen Solutions t

Product Development & Process ProductDevelopment&Process Automation Develop& Manage Products/ P d / Services Workflow/process automation

R l ti hi M t RelationshipManagement CustomerManagement 3rd Party Management

Fulfillment ServiceProvisioning Service Provisioning

Billing,Invoicing& Settlement

ServiceAssurance

3.Tools ComponentsofESOC 3 Tools Components of ESOC

Someofthepopulartoolsthatarerequiredtobeintegratedtogetheraresummarized

4.InfrastructureBlocksofESOC 4 Infrastructure Blocks of ESOC

ESOCofficeSpace:Minimum55Sqftperseat StructuredLANcabling Structured LAN cabling SametypesoffurnitureandPC/Monitors,Hardware VideoWalls Scalableareaonsamefloor Cardaccessandbiometricaccesscontrols Power:MainsandBackupUPS/DGset.Electricianavailableforemergency PDPPowerDistributionPanels Emergencypowerswitchingpanel DGset:Dieselstoragearea Lightinginfacility Energysavingplan PrecisionAirconditioning Datacentre:Rackspacetohosttoolsandcustomerfacingportals Hostscustomerfacingportal,NMS/EMStools StorageforlogsandconfigurationsofcustomerITassetsunderNOC management BackupdevicesandTapelibrary B k d i dT lib Physicalandinformationsecurity

4.Infrastructure ComponentsofESOC 4 Infrastructure Components of ESOC

Variouscontrolroomsneedtobeinplaceasbelow: V i t l dt b i l b l BuildingManagementSystem(BMS)room:Centralizedroomto monitorintegratedwithvideosurveillance,visitormanagement systemandFiremanagementsystem Securitysurveillanceroom:sameroomasBMS Firemanagementsystems:SameroomasBMS Connectivity: ToconnectvariousTelecomfromcustomerpremise Feasibility for same must be in place, well in advance Feasibilityforsamemustbeinplace,wellinadvance VPNconcentrator:ToconnecttocustomeroverInternetusing IPSECVPN

5.Certifications ComponentsofESOC 5 Certifications Components of ESOC

Certificationsarerequiredtobecomeeligibleintenders/RFP StartwithISO20000,ISO27001,ISO9000 Variousprocessandcontrolsarerequiredtobedocumentedand implemented Afulltimeresourceisrequiredtomaintainthecertificatesandgenerates varioussupportingrecords Inadditiontothese,ESOCmusthavecapabilityandcapacitytocomplyto endcustomerscertificationsalikeSOX,SAS70,etc.Thisisdonecaseto casebasis. ForcustomerswhoneeddedicatedSOCinsidefacility,separate complianceandcertificationshastobemet

6.Security 6 Security
Twofoldsecurity
I f InformationsecurityforESOCusersandInfrastructure ti it f ESOC dI f t t PhysicalforESOCusers,visitorsandInfrastructure Bothabovementionedmustbemonitoredon24x7basis

InformationSecurityforESOCusersandInfrastructure
Processlevel:ISMS(InformationSecurityManagement System) Networklevel:Firewall,IPS,VPN,Antivirus,Twofactortokens forESOCusers,Webfiltersoftware` Desktop le el Anti ir s se rit omplian e Stron Desktoplevel:Antivirus,securitycompliance,Strong authenticationandaccesscontrol Datacentrelevel:Firewall,IPS,VPN,Antivirus,HostbasedIDS Accesslog:Syslogserverforuseraudittrailandanalysis

6.Security 6 Security Physical

PhysicalforESOCusers,visitorsandInfrastructure Security guards on round the clock duty Securityguardsonroundtheclockduty VideoSurveillance:monitorhumanmovement Biometriccontrols:ForaccesstoDatacentreand criticalNOCareas Datacentrelevel:Firewall,IPS,VPN,Antivirus,Host basedIDS based IDS Tapevault:Tostorethelogsgeneratedintapesand backup.Thisisstatutoryrequirements Accesscard:tooperatedoorsandmovementinand outofESOC Visitor Management System: Register entry and VisitorManagementSystem:Registerentryand passgenerators,badgecardforvisitors Glassandotherbarriersfordedicatedspacefor certainclientsinESOC

6 Security Controls Components of ESOC 6.SecurityControls ComponentsofESOC

Premisecontrols 1. Environment 1 Environment 2. Infrastructure 3. People Monito ring
Network/ data d Access Control Logical g Isolation

Network security

Proactive 1. Management 2. Monitoring Email/ Web control

Audit& Trails

Role Based Access A

Log Analysis

Physical y Security

Premise access control

People control Tape Media vault Userscontrols 1. Process 2. Technology

Clientsidecontrols 1. Coordination 2. Collaboration 2 Collaboration

7.TestingLaboratory/COE CenterofExcellence 7 Testing Laboratory / COE Center of Excellence

Laboratory/COEiscriticalfor: Laboratory / COE is critical for Needdedicatedseparatearea It h t ti IthastestingequipmentsonNetwork,Security,Server,DB,OS, i t N t k S it S DB OS application,VoiceandNMS/EMSTools. Virtualized environment is used to host application testing Virtualizedenvironmentisusedtohostapplicationtesting TestingofchangesinNMS/EMStoolsbeforeitgoesin productionenvironmentandaffectingallcustomers production environment and affecting all customers Requiresforreleasemanagementofdevicesatcustomersite Part of sales initiative to win customer confidence in Tulip in PartofsalesinitiativetowincustomerconfidenceinTulipin presalescycle Carrying out POC to be demonstrated to customers CarryingoutPOCtobedemonstratedtocustomers Trainingofemployees

8.Visitorlounge/Presentationarea 8 Visitor lounge / Presentation area

Visitorlounge Customers visit ESOC to audit the infra as per contract signed CustomersvisitESOCtoaudittheinfraaspercontractsigned TheyneedtobeinquarantineareatointeractwithESOCstaff APCtobeplacedinit,incasetheyneedtoaccesstheir systems Presentationarea ESOCneedaseparateareaatentrancewhichisphysically d h h h ll isolatedusingaglasswallfromESOCsittingarea This is part of security and NDA signed with existing customers ThisispartofsecurityandNDAsignedwithexistingcustomers Presentationconferencehallshouldbeabletoaccommodate enoughpeople Equippedwithprojectors/VCfacility

9.WarRoom 9 War Room

Warroomisadedicatedspacewhereentireteamresponsible formajorincidentresolutionmeetupandhandletheissue. f j i id l i d h dl h i Theyneedtointeractwithcustomersandpartnerstoresolve theincident the incident ItsaroomwithallcommunicationlikeLAN,voice,VC S SeparateWarroomisrequiredtoensureotherESOC t W i i dt th ESOC operationsteamsarenotdisturbedandcustomerissue confidentialityisensured confidentiality is ensured

10.Utilityarea 10 Utility area

Carparkingforvisitors,partners,employees Car parking for visitors partners employees MaterialStorageroom Pantry P t Areaforsecurityguardatentrance Lockerroom L k Restrooms:Separateforemployeesandvisitors(outsidemain ESOCarea) ESOC area)

Summary
ESOCisperfectmixofpeople,process,toolsand infrastructure Hastobestateoftheartfacilitiesandequipped withbesttalents ESOCisshowcaseofserviceproviderbusiness Faceofcompanyscapabilitytocustomer MajorcostforESOCispeopleandhastobe strategicallyplacedtooptimizecostofresources ScalabilityofESOCiskeytoprofitability,itwill growwithbusiness AutomationtoolsarekeyforESOCsuccess l k f

Sameer Paradia CGEIT, CISM, CISSP (sameer_m_paradia@yahoo.com) Practicing IT Services and Outsourcing for past 20+ years g g p y

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