IT - Enterprise Service Operation Center

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Companies are looking forward for single Operation center for entire IT stack, This preso summarize the design components for ESOC which will cater entire IT infrastructure and application stack from a single facility.

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IT - Enterprise Service Operation Center

  1. 1. Enterprise  Enterprise Service  Operation  CenterENTERPRISE NOC Sameer Paradia 
  2. 2. ContentsContents  About ESOC‐ What? Why? S i ff i f ESOC Service offerings from ESOC Components of ESOC Description about all  components  Summary
  3. 3. 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.3
  4. 4. What is Enterprise Service Operation Center (ESOC) ?What is Enterprise Service Operation Center (ESOC) ?• ESOC supports various IT service verticals like Service 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 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
  5. 5. What is Enterprise NOC(ESOC) covers?What is Enterprise NOC(ESOC)  covers? Applications Datacentre   All services catered   Voice/ Video from one common  operation centre Data –  Single service desk  LAN/ WAN and service interface  for any incident  ESOC is responsible  Service  for SLA for entire IT  Desk infrastructure   Common pool of  technical team for all  the technologies 
  6. 6. 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’t support SLA Service provider can t support SLA  without common control point
  7. 7. Components of ESOCComponents of ESOC People  Certifications War Room Tools Testing Lab/ COE NOC COMPONENTS Process Security  Utilities Infrastructure  Infrastructure Visitor Lounge Visitor Lounge
  8. 8. Description of Components of ESOC Description of Components of ESOC ESOC is balanced combination of all of components summarized  ESOC is balanced combination of all of components summarized below:1. People – Operations Management and Technical teams2.2 Process – ITIL / ISMS P 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 room5. Certifications – ISO 20000, ISO 27001, ISO 9000 etc. , ,6. Security – Physical/ Information7. Testing Laboratory / COE‐ Center of Excellence 8.8 Visitor lounge / Presentation area Visitor lounge / Presentation area9. War Room10. Utilities‐ Pantry,  Rest rooms, Car parking, Conference 
  9. 9. 1. People  Components of ESOC1 People ‐ Components of ESOC• Management team – ESOC Head (Experience 15‐20yrs ) – Operation Managers (Experience15‐18 yrs) O i M (E i 15 18 ) – 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 tools Developers: To maintain and customize portal and NMs/ EMS tools
  10. 10. 1. How does ESOC delivers?1 How does ESOC delivers?
  11. 11. 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 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
  12. 12. 2. Process: How does ESOC works?2 Process: How does ESOC works?
  13. 13. 2. Process Frameworks Should be looked in2 Process Frameworks‐ Should be looked inCategory/Discipline  Type  Framework/ Standard /  Methodology  y gQuality Management  Frameworks that focus on quality standards,  q y , TQM  EFQM and Business Process  applied to specific IT domains (service  ISO 9000  Management  security, architecture, general)  ISO/IEC 20000  TOGAF TM  TickIT Ti kIT ISO/IEC 27001 Quality Improvement  Frameworks that focus on assessment and  CMMI  Six Sigma  improvement of processes, performance or  eSCM‐SP  eSCM SP other, not focussing on how‐to aspects of  IT Balanced Scorecard  operating the IT  IT Governance  Frameworks that focus on how to organise  AS 8015  ISO/IEC 38500  / the IT function in terms of responsibilities,  the IT function in terms of responsibilities COBIT  controls, organisation  M_O_R  Information  Frameworks that focus on how to perform  ITIL  eTOM Management  Management and organise certain aspects of information  and organise certain aspects of information management, such as procurement, service  management, requirements Project Management  Frameworks that focus on project, program,  MSP  PRINCE2 TM  PRINCE2 TM and portfolio management, not specifically  PMBoK TM  IT  IPMA Competence Baseline 
  14. 14. 3. Tools  Components of ESOC3 Tools – Components of ESOCMandatory features for ESOC NMS/EMS 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 management Integration with other management  systems • CMDB (Configuration Management  Database)  D t b )• Asset Management • High Availability & Redundancy High Availability & Redundancy
  15. 15. 3. Key Tool components of a scalable and robust ESOC Technology & Services  Support Enterprise Enterprise  Authenticat Managed  Enterprise  Asset  3rd Party  3rd Party  Network Desk side  Enterprise  Data  ion &  Video  user Application  Manageme Manageme Content  Enterprise  LAN/ WAN Services Hosting Authorizati Services Services Solns. nt nt on Enterprise  Enterprise  Application  Managed  Enterprise  Managed  Virtual  Content  Content Location  Location Telemetry  Telemetry Voice  Connectivit Support  Enterprise  Mobility  Security  Solutions Environmen Services Services solutions y Services Services Services Services t Product Development & Process Product Development & Process R l ti hi M t Relationship Management Automation Develop &   Workflow/ process  Customer Management 3rd Party  Manage Products/  P d / automation Management Services Fulfillment Billing, Invoicing &  Service Assurance Service Provisioning Service Provisioning Settlement
  16. 16. 3. Tools  Components of ESOC 3 Tools – Components of ESOCSome of the popular tools that are required to be integrated together are summarized 
  17. 17. 4. Infrastructure  Blocks of ESOC 4 Infrastructure Blocks of ESOC• 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  – Back up devices and Tape library  B k d i dT lib – Physical and information security
  18. 18. 4. Infrastructure   Components of ESOC 4 Infrastructure – Components of ESOC• 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
  19. 19. 5. Certifications   Components of ESOC5 Certifications – Components of ESOC• 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 
  20. 20. 6. Security 6 Security• Two fold security – I f Information security  for ESOC users and Infrastructure  ti it f ESOC dI f t t – 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) – 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
  21. 21. 6. Security 6 Security ‐ PhysicalPhysical 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
  22. 22. 6 Security Controls – Components of ESOC6. Security Controls  Components of ESOC  ProactivePremise controls 1. Management 1. Environment 1 Environment Monito Network  2. Monitoring 2. Infrastructure3. People ring security Network /  E mail/  data  d Access  Web  Control control Premise  Audit &  Logical  g Physical  y access  Trails Isolation Security control Role  People  Based  control Access A Tape  Log  Analysis Media  vault Client side controls Users  controls 1. Coordination 1. Process 2. Collaboration  2 Collaboration 2. Technology
  23. 23. 7. Testing Laboratory / COE Center of Excellence 7 Testing Laboratory / COE‐ Center of ExcellenceLaboratory / COE is critical for:Laboratory / COE is critical for• Need dedicated separate area  • It h t ti It has testing equipments on Network, Security, Server, DB, OS,  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
  24. 24. 8. Visitor lounge / Presentation area 8 Visitor lounge / Presentation areaVisitor 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 
  25. 25. 9. War Room9 War Room• War room is a dedicated space where entire team responsible  for major  incident resolution meet up and handle the issue.  f 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 • S Separate War room is required to ensure other ESOC  t W i i dt th ESOC operations teams are not disturbed and customer issue  confidentiality is ensured confidentiality is ensured
  26. 26. 10. Utility area10 Utility area• Car parking for visitors, partners, employees Car parking for visitors partners employees• Material Storage room• Pantry P t• Area for security guard at entrance• Locker room L k• Rest rooms: Separate for employees and visitors (outside main  ESOC area) ESOC area)
  27. 27. 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
  28. 28. Sameer Paradia – CGEIT, CISM, CISSP(sameer_m_paradia@yahoo.com)Practicing IT Services and Outsourcing for past 20+ years g g p y http://www.flickr.com/photos/forgetmeknottphotography/7003899183/sizes/l/in/photostre am/

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