The NetEnrich Service Delivery Framework
The NetEnrich Service Delivery Framework, with its intrinsic components, (Secure NOC, Best Practices Methodology and ITelligence) provides a sophisticated step mechanism to triage and resolve customer alerts. It creates a seamless integration with the customer's environment regarding problem alerts and produces an informative ticket with detailed reports. Normally, the problem emerges at the customer's site, which generates an alert. The alert then travels from the NSG server through secure encryptions and firewalled Internet protection to the NetEnrich secure NOCs.
The source of an alert could either be the monitoring system or user requests via the ticketing system, phones or e-mails. A customer might have an alert system of their own, as part of a technology stack, which integrates with the NSG.
The monitoring system follows a multistage pipeline to automatically assign priority levels to alerts (P0 are emergency alerts followed by P1, P2 and P3 with lesser severity). P0s are usually critical in that they significantly impact the basic functioning of the customer's IT environment, unlike P1, P2 and P3. Examples of a P0 might include an Exchange server being down. Each of these alerts has a specific response, resolution and incidence reporting time. A Master Action Plan is initially created following the priority assignment for the NOC to schedule remediation and triaging. The NOC engineers troubleshoot the issue, provide regular status updates to customer's IT team, and conduct incident reporting at every step. Once the issue is resolved, the NOC engineer closes the ticket.
From the time triaging begins until the ticket closes, the customer has access to all of the remediation steps along the way — exclusively with NSG's session recording feature. A customer can also generate specific reports on a device or incident from NSG’s reporting system, making the process a completely transparent one.
The Secure NOC
NOCs have always been critical nerve centers of public and private enterprises in order to ensure continual operations of IT infrastructure. NOCs require skilled engineers, workstations, call routing and management systems, service level agreements, standard operating procedures, workflows, established ticketing systems with focus on monitoring, and data transmission technologies.
We at NetEnrich believe that security and privacy of data are critical components needed to deliver “IT as a Service” to our strategic customers. Our Network Operation Centers (NOC) make this possible, by providing secure NOCs provide multiple capabilities to protect our customer’s network 24/7.
The network architecture offers security strategies and technologies to contain or prevent attacks from both within and outside an organization. These strategies deliver multilayer security throughout with physical/biometric security, IP, storage, interconnected networks, virtualized platforms, hardware based firewall capabilities, and robust encryptions. Our multilevel approach is comprised of three layers of high-level security within and outside the NOC. This ensures that data cannot be breached at any point. Additional security measures include:
* At the workstation level, all stations are diskless with USB, parallel and serial ports disabled, and no wireless connections available.
* To ensure security at the interconnect level, all transmissions between the workstations and the central NSG servers are SSL encrypted in order to prevent internal interception of communications.
* Communications outside the NOC over the Internet are HTTPS authenticated and encrypted. This approach not only provides complete security, but its use of port 443 works seamlessly with most existing firewall settings.
NetEnrich enforces strong authentication mechanisms, and provides only appropriate levels of access to ensure system security when connecting to the customer’s network over the Internet. Background checks, daily audits and tight security procedures allow us to meet our clients' security requirements on an ongoing basis.
The network architecture also supports capabilities for teams to augment security solutions by overlaying third-party security and authentication layers, if needed. NetEnrich’s authentication module provides APIs and integrates with other third-party authentication and directory servers such as LDAP, Active Directory, RADIUS and NT Server.
Our SAS70 and ISO 27001 certifications ensure a detailed and well-defined process around security within our NOCs. By subscribing to ITIL, we are always at the forefront of best-practice processes and procedures. This assures that the processes by which we manage our customer’s infrastructure have been thoroughly tested and certified by an independent party. Also, proven processes ensure that all customer data is protected and cannot be accessed by anyone but specific individuals within the enterprise with appropriate user access.
NetEnrich Secure NOCs are optimized for maximum efficiency with comprehensive resource and load-balancing in order to ensure that all customer issues are addressed by the right expert, at the best available cost, and in a timely manner to meet your SLAs. NetEnrich NOCs are the only way to deliver remote services in a truly auditable and secure manner, making our “IT as a Service” delivery model both meaningful and successful.
