it - enterprise service operation center
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EnterpriseEnterprise Service
Operation
ENTERPRISE NOCCenter
Sameer Paradia
ContentsContents
About ESOC‐What? Why?
S i ff i f ESOCService offerings from ESOC
Components of ESOC
Description about all components
Summary
Objective
Thi t ti i th d f ESOC d it
Objective
This presentation summarize the need of ESOC and its building blocks. The size and quantum of each block i ht f S i id d b dmight vary from Service provider and based on
customer requirements. It offers generic description of ESOC.
3
What is Enterprise Service Operation Center (ESOC) ?
• ESOC supports various IT service verticals like Service
What is Enterprise Service Operation Center (ESOC) ?
ESOC supports various IT service verticals like Service desk, Network(LAN/WAN/Links), Security, Voice, Video, Datacentre, desk side Managed IT Services from a single facilityfrom 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 basisDedicated basis
• Highly scalable and grows number of seats and tools to manage any number of IT assets from customersff f d• Offers pricing in terms of per device per annum
What is Enterprise NOC(ESOC) covers?What is Enterprise NOC(ESOC) covers?
ApplicationsApplications
Datacentre
Voice/ Video All services catered
from one common operation centre
Data –LAN/ WAN
Single service desk and service interface for any incident
Service Desk
ESOC is responsible for SLA for entire IT infrastructure
Common pool of technical team for all the technologies
Why ESOC ?
• Customers are looking out for single
Why ESOC ?
g gservice provider to support them for all entire IT infrastructure
• Most of the strategic outsourcing g gcontracts 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’t support SLAService provider can t support SLA without common control point
Components of ESOCComponents of ESOC
People Certifications War Room
Tools Testing Lab/ COE
NOC COMPONENTSNOC COMPONENTS
Process Security Utilities
Visitor LoungeInfrastructure Visitor LoungeInfrastructure
Description of Components of ESOC
ESOC is balanced combination of all of components summarized
Description of Components of ESOC
ESOC is balanced combination of all of components summarized below:
1. People – Operations Management and Technical teams2 P ITIL / ISMS2. Process – ITIL / ISMS3. Tools – Management / Monitoring/ Troubleshooting4. Infrastructure – NOC office Space, Power, AC, Datacentre, BMS p
room, Security surveillance room, Fire management systems, Telecom operators connectivity room
5. Certifications – ISO 20000, ISO 27001, ISO 9000 etc., ,6. Security – Physical/ Information7. Testing Laboratory / COE‐ Center of Excellence 8 Visitor lounge / Presentation area8. Visitor lounge / Presentation area9. War Room10. Utilities‐ Pantry, Rest rooms, Car parking, Conference
1 People ‐ Components of ESOC• Management team
– ESOC Head (Experience 15‐20yrs )O i M (E i 15 18 )
1. People Components of ESOC
– Operation Managers (Experience15‐18 yrs)– Service Delivery Manager (Experience 12‐15 yrs)– Project Managers
HR and Administration team– HR and Administration team • 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
– 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 toolsDevelopers: To maintain and customize portal and NMs/ EMS tools
1 How does ESOC delivers?1. How does ESOC delivers?
2 Process ‐ Components of ESOC2. Process Components of ESOC
• ESOC need well defined processes to support various• ESOC need well defined processes to support various technologies integrated into a single framework
• A governance framework must be present to ensureA governance framework must be present to ensure underpinned framework works properly
• Quality management & improvement framework requires to y g p qensure 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 in2. Process Frameworks Should be looked inCategory/Discipline Type Framework/ Standard /
Methodology Quality Management Frameworks that focus on quality standards, TQM y gand Business Process
Management
q y ,applied to specific IT domains (service security, architecture, general)
EFQM ISO 9000
ISO/IEC 20000 TOGAF TM Ti kITTickIT
ISO/IEC 27001
Quality Improvement Frameworks that focus on assessment and improvement of processes, performance or
CMMI Six Sigma eSCM SP
other, not focussing on how‐to aspects of operating the IT
eSCM‐SP IT Balanced Scorecard
IT Governance Frameworks that focus on how to organise the IT function in terms of responsibilities
AS 8015 ISO/IEC 38500 the IT function in terms of responsibilities,
controls, organisation
/COBIT M_O_R
Information Management
Frameworks that focus on how to perform and organise certain aspects of information
ITIL eTOMManagement and organise certain aspects of information
management, such as procurement, service management, requirements
Project Management Frameworks that focus on project, program, MSP PRINCE2 TMand portfolio management, not specifically
IT
PRINCE2 TM PMBoK TM
IPMA Competence Baseline
3 Tools – Components of ESOC
Mandatory features for ESOC NMS/EMS
3. Tools Components of ESOC
Mandatory features for ESOC NMS/EMS tools
• Multi tenancy support• Varied Technology Support• Event correlation and de duplication
T l• Topology map • Web portal access for customers• Integration with other managementIntegration with other management
systems • CMDB (Configuration Management
D t b )Database) • Asset Management • High Availability & RedundancyHigh Availability & Redundancy
3. Key Tool components of a scalable and robust ESOC
Technology & Services Support
AuthenticatEnterprise
Managed
Enterprise Application Services
Asset Manageme
nt
3rd Party Enterprise Services
Virtual
Desk side user
Authentication &
Authorization
Location
3rd Party Content Services
NetworkLAN/ WAN
Telemetry
Managed Video Solns.
Enterprise
Enterprise Data
Management
ContentApplication Enterprise Enterprise
Enterprise Hosting
Managed
R l ti hi M tProduct Development & Process
Enterprise Services
Environment
Location Services
Telemetry SolutionsMobility
Services
Content ServicesSupport
ServicesVoice
solutionsConnectivit
ySecurity Services
Relationship Management
Develop & ManageP d /
Workflow/ process automation
Customer Management 3rd Party Management
Product Development & ProcessAutomation
Products/ Services
automation Management
Service ProvisioningBilling, Invoicing & Settlement
Fulfillment Service AssuranceService Provisioning Settlement
3 Tools – Components of ESOC3. Tools Components of ESOC Some of the popular tools that are required to be integrated together are summarized
4 Infrastructure Blocks of ESOC4. Infrastructure Blocks of ESOC
• ESOC office Space: Minimum 55 Sq ft per seat– Structured LAN cablingStructured LAN cabling– Same types of furniture and PC/ Monitors, Hardware– Video Walls– Scalable area on same floorScalable 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 d i d T lib– Back up devices and Tape library
– Physical and information security
4 Infrastructure – Components of ESOC4. Infrastructure Components of ESOC
V i t l d t b i l b l• Various control rooms need to be in place as below:– 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 advanceFeasibility 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
• Certifications are required to become eligible in tenders/ RFP
5. Certifications Components of ESOC
• Start with ISO 20000, ISO 27001, ISO 9000• Various process and controls are required to be documented and
implementedimplemented• 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
• Two fold securityI f ti it f ESOC d I f t t
6. Security
– Information security for ESOC users and Infrastructure – Physical for ESOC users, visitors and Infrastructure – Both above mentioned must be monitored on 24x7 basis
• Information Security for ESOC users and Infrastructure – Process level: ISMS(Information Security Management
System)System)– Network level: Firewall, IPS, VPN, Antivirus, Two factor tokens
for ESOC users, Web filter software`Desktop le el Anti ir s se rit omplian e Stron– Desktop level: Antivirus, security compliance, Strong 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 ‐ PhysicalPhysical for ESOC users, visitors and Infrastructure
Security guards on round the clock duty
6. Security Physical
– 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 IDSbased 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 ESOC6. Security Controls Components of ESOC
Premise controls1 Environment
Proactive1. Management
Network / d
Monitoring
Network security
E mail/
1. Environment 2. Infrastructure3. People
2. Monitoring
Audit &
data Access Control
Logical Physical
Web control Premise
access Trails
Role Based A
gIsolation
ySecurity
People control
control
AccessLog
Analysis
Tape Media vault
Client side controls1. Coordination2 Collaboration
Users controls1. Process2. Technology2. Collaboration 2. Technology
7 Testing Laboratory / COE‐ Center of Excellence
Laboratory / COE is critical for
7. Testing Laboratory / COE Center of Excellence
Laboratory / COE is critical for:• Need dedicated separate area
It h t ti i t N t k S it S DB OS• It has testing equipments on Network, Security, Server, 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 customersproduction 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 customersCarrying out POC to be demonstrated to customers• Training of employees
8 Visitor lounge / Presentation area8. Visitor lounge / Presentation areaVisitor lounge• Customers visit ESOC to audit the infra as per contract signedCustomers 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
d h h h ll• ESOC need a separate area at entrance which is physically isolated using a glass wall from ESOC sitting area
• This is part of security and NDA signed with existing customersThis 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
• War room is a dedicated space where entire team responsible f j i id l i d h dl h i
9. War Room
for major incident resolution meet up and handle the issue. • They need to interact with customers and partners to resolve
the incidentthe incident• Its a room with all communication like LAN, voice, VC
S t W i i d t th ESOC• Separate War room is required to ensure other ESOC operations teams are not disturbed and customer issue confidentiality is ensuredconfidentiality is ensured
10 Utility area
• Car parking for visitors partners employees
10. Utility area
• 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 l k f• Automation tools are key for ESOC success
Sameer Paradia – CGEIT, CISM, CISSP(sameer_m_paradia@yahoo.com)Practicing IT Services and Outsourcing for past 20+ yearsg g p y
http://www.flickr.com/photos/forgetmeknottphotography/7003899183/sizes/l/in/photostream/
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