Streamlining NOC Operations for Seamless End-to-End Network Management

Streamlining NOC Operations For Seamless End-To-End Network Management

TECHNOLOGIES USED

SDWAN

Velo

LAN & WLAN

Cisco Switches & AP

Security

FortiGate

Monitoring Tools

SolarWinds

ITSM Tool

ServiceNow (SNOW)

GOALS

Provide Managed Services L1 & L1.5 network support for SDWAN, LAN & WLAN, and On-Prem Security.

Achieve a 24x7x365 support window for effective incident resolution.

Maintain a capacity to handle 450 (±10%) monthly incident tickets.

Implement a fixed monthly invoicing model for pricing.

Establish a seamless team structure, ensuring smooth onboarding and resource qualification.

CHALLENGE

The client, who is a global leader in digital transformation, faced the challenge of efficiently managing end-to-end NOC operations for Parker, encompassing SDWAN (Velo), LAN & WLAN (Cisco Switches & WAPS), and On-Prem Security (Fortinet). The goal was to outsource L1 and L1.5 services to a reliable supplier, ensuring 24x7x365 support with stringent SLAs.

SOLUTION

We collaborated with the client to address the challenges through a comprehensive solution

Managed Services Support

Providing L1 & L1.5 support for SDWAN, LAN & WLAN, and On-Prem Security.

24x7x365 Support Window

Ensuring continuous support for incident resolution.

Team Structure

Deploying a dedicated team of 5 L1 and 7 L1.5 resources, supported by shared project management, governance, and account teams.

Onboarding and SLO Period

Allowing 6 weeks for onboarding and 8 weeks for the Service Level Objective (SLO) period with relaxed SLA commitments.

Resource Qualification

Ensuring CCNA certification and training, exposure to ServiceNow, and specific knowledge of SDWAN, Cisco LAN & WLAN, and Fortinet Firewall.

RESULT

Our collaboration with the client led to the successful implementation of a streamlined NOC operation for Parker. The goals of providing continuous support, maintaining ticket capacity, and achieving fixed monthly invoicing were realized. The team structure and onboarding timelines were adhered to, ensuring a smooth transition and integration into the existing network management framework. The comprehensive solution showcased the efficiency of the team in handling end-to-end network operations and maintaining SLA commitments. The case study highlights the success of a strategic partnership in achieving seamless, reliable, and cost-effective NOC operations for Parker.