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.

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/