NetEnrich Services Delivery Framework – Automation, Analytics, ITOM, & ITSM Powered
The NetEnrich Services Delivery Framework provides a sophisticated stage mechanism to triage and resolve alerts, tickets, and problems in a client’s IT environment. NetEnrich services are powered by Vistara technology that provides advanced automation, analytics, ITOM (IT Operations Management), and ITSM (IT Service Management) capabilities.
Through seamless and secure integration with multiple monitoring tools powered by Vistara, encrypted alerts from client’s IT environment and VG (Vistara Gateway) travel through firewalls to NetEnrich NOC for triaging. Problem alerts result in a ticket with detailed reports tagged to it.
The source of an alert could be from monitoring system or a user request in ticketing system via a telephone call or email. It could also be from a 3rd party alert system of client integrated with the VG and Vistara.
The monitoring system uses a multistage pipeline to automatically assign priority to alerts (P0 are emergency alerts while P1, P2 and P3 are lesser severity). P0s are critical and significantly impact basic functioning of client’s IT environment. Examples of a P0 include an Exchange server being down. Each P0 alert has a specific response, resolution and incidence reporting time. A master action plan is created for each P0 for NOC to triage and remediate. NOC engineers troubleshoot the issue, provide regular status updates to client’s IT team, and conduct incident reporting at every step. Once issue is resolved, the NOC engineer closes the ticket.
From start of alert triage to until ticket closes, client has access to all remediation steps along the way. This is made possible by the VG and Vistara session recording feature. Client can also generate specific reports on a device or incident in a transparent fashion.
The NetEnrich Secure NOC
NOCs are critical nerve centers for enterprises to ensure continual operations of IT infrastructure. NOCs require skilled engineers, workstations, call routing, management systems, service level agreements (SLAs), standard operating procedures (SOPs), workflows, ticketing systems, monitoring, and data transmission technologies.
At NetEnrich, security and privacy of data are critical components to deliver IT as a service to our clients. Our NOC, powered by Vistara, makes this possible, and provides security and multiple other capabilities to protect our client’s network 24×7.
The NOC network architecture adopts security strategies and deploys technologies to contain or prevent attacks from both within and outside an organization. These strategies and technologies deliver multi-layer security using a combination of biometrics, storage, interconnected networks, virtualized platforms, hardware based firewalls, and encryptions. Three layers of security are provided within and outside the NOC, to ensure that data cannot be breached at any point:
* At the workstation level, all stations are diskless with USB, parallel & serial ports disabled, and no wireless connections available
* At the interconnection level, all transmissions between the workstations and central VG are SSL encrypted to prevent intercept of communications
* At the external communications level, all communications outside NOC over internet are SSL encrypted. This not only provides complete security, but also use of port 443 ensures seamless integration with most firewall settings.
NetEnrich enforces strong authentication mechanisms, and restricts access to administrators when they connect to client’s network over internet. Background checks, daily audits and tight security procedures ensure that clients’ security requirements are met on an ongoing basis.
Overlay of third-party security, and two-factor authentication is possible on the network security architecture. NetEnrich’s authentication module, powered by Vistara, provides APIs and integrates with other third-party authentication and directory servers such as LDAP, Active Directory, RADIUS, NT Server, and YubiKey systems.
Our ISO 27001 certifications guarantee well-defined security processes in our NOCs. Security used to manage our client’s infrastructure are thoroughly tested and certified by an independent party. Use of proven processes ensures that all client data is protected and accessible only by individuals within enterprise who have permissions to do so. Additionally, by adopting ITIL methodologies, we ensure that use of best-practice processes and procedures are the norm.
NetEnrich secure NOCs are optimized for efficiency through constant resource load-balancing. This ensures that all client issues are addressed by the right expert, at the best available cost, and in a timely manner to meet SLAs. NetEnrich NOCs are the best way to deliver remote shared services in a auditable and secure manner. They enable the “IT as a Service Provider” delivery model for our clients.