noc/ soc as a service

Design-Build-Tune-Monitor

NOC/SOC as a Service

Updated VersionSeamless UPTIME Management

2

Infrastructure is the Business Core

24/7 UPTIMEMonitoring Platform

Scalable Business

Increase customer satisfaction to enable business growth

Ensure smooth network operation through on-going and constant

system monitoring

Provide immediate response to production issues on a 24/7 basis

Assure operational flexibility and agility, addressing particular

production necessities

Core Values

UPTIME Management allows smooth business growth

NOC/SOC as a Service

NOC/SOC Overall Offering

24/7 Hybrid Cloud Operating Center: NOC + SOC

On-Going Maintenance Service: Monitoring + Infrastructure

Server Management

IntegrationsMonitoring

EnhancementsMonitoring

Design

SecurityInfrastructure

Monitoring Infrastructure

Tier 1 Support

DR Management

B2BSupport

IncidentManagement

NOC/SOC Main Activities

24/7 Coverage

Manage incidents through the complete life cycle

Review alerts from different resources (monitoring, business

graphs, log analyzer)

Report/Act only on the REAL issues

Perform Tier1 support based on a pre-defined protocol

Escalation to Tier 2 and development if needed

Network Operation Center Security Operating Center

Service Level Definition

3 levels of incidents

Critical – Service is down

Major – Service is functioning with significant service degradation

Standard – On-going service call – no effect on the service

SLA Severity

First response in 15 min Critical

First response in 30 min Major

First response in 120 min Standard

Monitoring Infrastructure

4 Layers of Monitoring:

Centralized Dashboard

Monitoring Infrastructure – Nagios, Icinga, Zabbix, ZenOS

Log Analyzer – Splunk, Graylog2,Sumlogic

Business Graphs – Graphite, Munin, Kibana/Graphna

Centralized Dashboard

Monitoring Infrastructure

Log Analyzer

Flexible search

Alerts can be generated based on threshold can be

connected to Nagios, Icinga

Business Graphs

Graphite, Kibana

Business Graphs

Munin

Best Practice Process

Intelligent NOC Combines:

Humanized service based on 24/7 basis

Operational Run-Book

Supporting Tools

Reports – daily and periodical

On-going continues improvement

Humanized Service

Various Monitoring Tasks:

Alerts from the monitoring platform

Review monitoring business graphs

Periodical manual checks Tier 1 activity

Operational Run Book

Pre-defined working protocol

Supporting ToolsTicketing

PagerDuty

Analyze Your System - Daily Reports

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Average Reported Per Month Status Count

Closed 10967

Reported 237

% Reported 2.2%

Product count

Graph based - Reported 95

Graph Total Checks 3208

% Reported 3.0%

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Analyze Your System – Periodical Reports

Continuous Service Leverage

Handle events to avert emerging operational crisis events

Perform weekly operational meeting

Perform RCA on a weekly basis

Adjust protocol “as you go” and “as you grow”

Update KPI constantly - As the application is dynamic and

constantly changing, the monitoring is always “running

behind”

Project Milestones

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Monitoring infrastructure

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24/7 NOC

Monitoring infrastructure NOC/SOC Setup