IT - Enterprise Service Operation Center
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The document provides a comprehensive overview of the Enterprise Service Operation Center (ESOC), detailing its purpose, structure, and components. It highlights the need for a unified service provider to support an organization's entire IT infrastructure while emphasizing scalability and cost-effectiveness. The presentation outlines the essential components of ESOC including people, processes, tools, infrastructure, certifications, security, and operational areas such as a testing laboratory and war room.
IT - Enterprise Service Operation Center
- 1. Enterprise Enterprise Service Operation Center ENTERPRISE NOC Sameer Paradia
- 2. Contents Contents About ESOC‐ What? Why? S i ff i f ESOC Service offerings from ESOC Components of ESOC Description about all components Summary
- 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. 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. 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. 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. Components of ESOC Components of ESOC People Certifications War Room Tools Testing Lab/ COE NOC COMPONENTS Process Security Utilities Infrastructure Infrastructure Visitor Lounge Visitor Lounge
- 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 teams 2. 2 Process – ITIL / ISMS P ITIL / ISMS 3. Tools – Management / Monitoring/ Troubleshooting 4. 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/ Information 7. Testing Laboratory / COE‐ Center of Excellence 8. 8 Visitor lounge / Presentation area Visitor lounge / Presentation area 9. War Room 10. Utilities‐ Pantry, Rest rooms, Car parking, Conference
- 9. 1. People Components of ESOC 1 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. 1. How does ESOC delivers? 1 How does ESOC delivers?
- 11. 2. Process Components of ESOC 2 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. 2. Process: How does ESOC works? 2 Process: How does ESOC works?
- 13. 2. Process Frameworks Should be looked in 2 Process Frameworks‐ Should be looked in Category/Discipline Type Framework/ Standard / Methodology y g Quality 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. 3. Tools Components of ESOC 3 Tools – Components of ESOC Mandatory 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. 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. 3. Tools Components of ESOC 3 Tools – Components of ESOC Some of the popular tools that are required to be integrated together are summarized
- 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. 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. 5. Certifications Components of ESOC 5 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. 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. 6. Security 6 Security ‐ Physical Physical 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. 6 Security Controls – Components of ESOC 6. Security Controls Components of ESOC Proactive Premise controls 1. Management 1. Environment 1 Environment Monito Network 2. Monitoring 2. Infrastructure 3. 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. 7. Testing Laboratory / COE Center of Excellence 7 Testing Laboratory / COE‐ Center of Excellence Laboratory / 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. 8. Visitor lounge / Presentation area 8 Visitor lounge / Presentation area Visitor 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. 9. War Room 9 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. 10. Utility area 10 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. 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. 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/