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Design-Build-Tune-Monitor NOC/SOC as a Service Seamless UPTIME Management

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NOC/SOC integration offers enterprises a number of benefits. Tips for effective SOC/NOC collaboration or integration

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Page 1: NOC/ SOC as a Service

Design-Build-Tune-Monitor

NOC/SOC as a Service

Updated VersionSeamless UPTIME Management

Page 2: NOC/ SOC as a Service

2

Infrastructure is the Business Core

24/7 UPTIMEMonitoring Platform

Scalable Business

Page 3: NOC/ SOC as a Service

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

Page 4: NOC/ SOC as a Service

UPTIME Management allows smooth business growth

NOC/SOC as a Service

Page 5: 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

Page 6: NOC/ SOC as a Service

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

Page 7: NOC/ SOC as a Service

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

Page 8: NOC/ SOC as a Service

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

Page 9: NOC/ SOC as a Service

Centralized Dashboard

Page 10: NOC/ SOC as a Service

Monitoring Infrastructure

Page 11: NOC/ SOC as a Service

Log Analyzer

Flexible search

Alerts can be generated based on threshold can be

connected to Nagios, Icinga

Page 12: NOC/ SOC as a Service

Business Graphs

Graphite, Kibana

Page 13: NOC/ SOC as a Service

Business Graphs

Munin

Page 14: NOC/ SOC as a Service

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

Page 15: NOC/ SOC as a Service

Humanized Service

Various Monitoring Tasks:

Alerts from the monitoring platform

Review monitoring business graphs

Periodical manual checks Tier 1 activity

Page 16: NOC/ SOC as a Service

Operational Run Book

Pre-defined working protocol

Page 17: NOC/ SOC as a Service

Supporting ToolsTicketing

PagerDuty

Page 18: NOC/ SOC as a Service

Analyze Your System - Daily Reports

Page 19: NOC/ SOC as a Service

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Average Reported Per Month Status Count

Closed 10967

Reported 237

% Reported 2.2%

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Graph based - Reported 95

Graph Total Checks 3208

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Analyze Your System – Periodical Reports

Page 20: NOC/ SOC as a Service

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”

Page 21: NOC/ SOC as a Service

Project Milestones

Parallel processes:

Gap

anal

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s

Enhanced

curr

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syst

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Add additional

monitoring layers

Monitoring infrastructure

Define

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24/7 NOC

Monitoring infrastructure NOC/SOC Setup


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