NOC, NOC... Who's there?
NOC, NOC... Who’s there? Our iT1 experts are here to provide the support you need.
Managed Services iT1 Source’s Network Operations Center (NOC) Services Many businesses today may be equipped to staff and maintain their own in-house NOC. For the majority of them, the fixed labor and infrastructure costs are just too much to handle. More and more, these businesses are partnering with organizations like iT1. We made the necessary investments in infrastructure, staffing, and training to operate a fully-functioning NOC. Through this outsourced partnership, our technical team acts as an extension of our client’s workforce, allowing business owners to focus on their company’s growth and future expansion.
iT1 Source NOC Services Options: • 24X7 Monitoring and remediation of servers, network infrastructure devices, applications, databases and workstations • Application software installations, troubleshooting and updating • Email management services • Data management including storage, backups, and disaster recovery • Network assessment and discovery • AV scanning, patching, and remediation • Patch management • Bandwidth monitoring and shaping • Performance monitoring, reporting, and best-practices recommendations • Monitor, identify, isolate, troubleshoot, escalate, correct, and document problems within the information infrastructure, including the WAN, LAN, Firewalls, RAS and secondary connections • Perform trend analysis • Log all problems utilizing automated monitoring, resolution, and trouble ticketing systems • Interface with the other enterprise technical teams to ensure proper issue handling and resolution • Interface with various technical and management resources for problem escalation, resolution, and documentation
Deliverables: By working hand-in-hand with our clients’ we ensure that we… • Provide a smooth transfer of contracted services • Ensure business continuity • Avoid any disruption to the business • Achieve effective and efficient change control • Secure seamless day-one operation • Implement the contracted solution from current to steady state
iT1 Source NOC Services Approach: Immersion & Discovery
• Know your customer (KYC) - Partnership success • Understand Deliverables, Responsibilities, and Service Level Agreements • Site Survey, Documentation, and Timelines
Implement
• Build Workflows and Processes that are AUTOMATED and REPEATABLE • TASKS assigned to responsible STAKEHOLDERS (Internal and External) • Assign appropriate SLAs, build systems and monitoring tools
Optimize
• Modify (if required) Workflows, Processes, Tasks & Timelines, Events, and Alerts • Adapt changes, submit and implement • Document and submit
Report & Manage
• We will REPORT on our performance, so we can MANAGE it well • SERVICE LEVEL AGREEMENTS & KEY PERFORMANCE INDICATORS • Frequency & types of reports
Managed Services iT1 Source NOC Services Primary Components: Ticketing system We utilize a robust ticketing system enabling us to keep track of all open issues, according to severity, urgency, and we assign an engineer to handle each task accordingly. Knowing all pending issues allows us prioritize tasks and provide the best service to our customers.
Knowledge base Our primary NOC services tool includes a knowledge base module used to enhance the support level. Coupled with industry information, we apply lessons learned from tickets generated by new customers as well.
Reporting and measurements Our comprehensive reporting includes all major incidents for the defined time period (day, week, month) and a root cause for every major resolved incident. This report is essential for shift leaders and NOC managers as it keeps the entire IT department informed about the NOC activities and of major incidents.
Monitoring There are two types of monitoring processes relevant to NOC: • Infrastructure monitoring, consisting of the server, storage, network, and/or complete data center environment • UX monitoring, simulating user activities and behaviors so as to repeat problems in order to determine effective solutions Implementing a service tree model, connecting the infrastructure monitoring with an affected service, allows our team to handle other areas that may be affected by the problems experienced.
Process Optimization As workflows, processes, and tasks are developed, changes will be made tailored specifically to the business requirements. Documentation will be presented and changes are made upon approval. This is an ongoing and continuous process as we learn the business needs. The goal is to gain efficiencies and produce high-quality productivity while minimizing downtime and business affecting events.
For more information about Managed Services, please contact us at 877.777.5995, visit it1.com or email [email protected]. 4110 N. Scottsdale Rd. #300, Scottsdale, AZ 85251
© iT1 Source All rights reserved.
iT1 Source NOC Services Benefits: • Increase the efficiency of existing network and enterprise resources • Enable you to plan more accurately for future investments in your network infrastructure • Improve service and access to your end user community and your customer • Reduce labor costs • Reduce risk • Reduce downtime • Added security and compliance (HIPPA, SOX, PCI, etc…) • Control and effectively manage IT costs with a flat monthly fee • Enhanced capabilities eliminate the need to leverage internal and/ or hire additional resources. • Minimizes and oftentimes, eliminates time spent evaluating each and every alert as well as minimizing false-positives. • Allows you to leverage your internal resources for critical projects.
Managed Services iT1 Source’s Network Operations Center (NOC) Services Many businesses today may be equipped to staff and maintain their own in-house NOC. For the majority of them, the fixed labor and infrastructure costs are just too much to handle. More and more, these businesses are partnering with organizations like iT1. We made the necessary investments in infrastructure, staffing, and training to operate a fully-functioning NOC. Through this outsourced partnership, our technical team acts as an extension of our client’s workforce, allowing business owners to focus on their company’s growth and future expansion.
iT1 Source NOC Services Options: • 24X7 Monitoring and remediation of servers, network infrastructure devices, applications, databases and workstations • Application software installations, troubleshooting and updating • Email management services • Data management including storage, backups, and disaster recovery • Network assessment and discovery • AV scanning, patching, and remediation • Patch management • Bandwidth monitoring and shaping • Performance monitoring, reporting, and best-practices recommendations • Monitor, identify, isolate, troubleshoot, escalate, correct, and document problems within the information infrastructure, including the WAN, LAN, Firewalls, RAS and secondary connections • Perform trend analysis • Log all problems utilizing automated monitoring, resolution, and trouble ticketing systems • Interface with the other enterprise technical teams to ensure proper issue handling and resolution • Interface with various technical and management resources for problem escalation, resolution, and documentation
Deliverables: By working hand-in-hand with our clients’ we ensure that we… • Provide a smooth transfer of contracted services • Ensure business continuity • Avoid any disruption to the business • Achieve effective and efficient change control • Secure seamless day-one operation • Implement the contracted solution from current to steady state
iT1 Source NOC Services Approach: Immersion & Discovery
• Know your customer (KYC) - Partnership success • Understand Deliverables, Responsibilities, and Service Level Agreements • Site Survey, Documentation, and Timelines
Implement
• Build Workflows and Processes that are AUTOMATED and REPEATABLE • TASKS assigned to responsible STAKEHOLDERS (Internal and External) • Assign appropriate SLAs, build systems and monitoring tools
Optimize
• Modify (if required) Workflows, Processes, Tasks & Timelines, Events, and Alerts • Adapt changes, submit and implement • Document and submit
Report & Manage
• We will REPORT on our performance, so we can MANAGE it well • SERVICE LEVEL AGREEMENTS & KEY PERFORMANCE INDICATORS • Frequency & types of reports
Managed Services iT1 Source NOC Services Primary Components: Ticketing system We utilize a robust ticketing system enabling us to keep track of all open issues, according to severity, urgency, and we assign an engineer to handle each task accordingly. Knowing all pending issues allows us prioritize tasks and provide the best service to our customers.
Knowledge base Our primary NOC services tool includes a knowledge base module used to enhance the support level. Coupled with industry information, we apply lessons learned from tickets generated by new customers as well.
Reporting and measurements Our comprehensive reporting includes all major incidents for the defined time period (day, week, month) and a root cause for every major resolved incident. This report is essential for shift leaders and NOC managers as it keeps the entire IT department informed about the NOC activities and of major incidents.
Monitoring There are two types of monitoring processes relevant to NOC: • Infrastructure monitoring, consisting of the server, storage, network, and/or complete data center environment • UX monitoring, simulating user activities and behaviors so as to repeat problems in order to determine effective solutions Implementing a service tree model, connecting the infrastructure monitoring with an affected service, allows our team to handle other areas that may be affected by the problems experienced.
Process Optimization As workflows, processes, and tasks are developed, changes will be made tailored specifically to the business requirements. Documentation will be presented and changes are made upon approval. This is an ongoing and continuous process as we learn the business needs. The goal is to gain efficiencies and produce high-quality productivity while minimizing downtime and business affecting events.
For more information about Managed Services, please contact us at 877.777.5995, visit it1.com or email [email protected]. 4110 N. Scottsdale Rd. #300, Scottsdale, AZ 85251
© iT1 Source All rights reserved.
iT1 Source NOC Services Benefits: • Increase the efficiency of existing network and enterprise resources • Enable you to plan more accurately for future investments in your network infrastructure • Improve service and access to your end user community and your customer • Reduce labor costs • Reduce risk • Reduce downtime • Added security and compliance (HIPPA, SOX, PCI, etc…) • Control and effectively manage IT costs with a flat monthly fee • Enhanced capabilities eliminate the need to leverage internal and/ or hire additional resources. • Minimizes and oftentimes, eliminates time spent evaluating each and every alert as well as minimizing false-positives. • Allows you to leverage your internal resources for critical projects.
