Service Operation Center

Just focus on your successful business, we manage your IT Operation in One Solution

We are here to help you accelerate your digital transformation.

JABIKHA Service Operation Center (SOC) for clients, it’s important to focus on delivering value, security, efficiency, and customer satisfaction. A well-designed SOC can address a wide range of client needs, from cybersecurity to IT service management and operational monitoring. Below are the key elements that should make up a top-tier Service Operations Center for clients:

  • Real-time monitoring: Continuous monitoring of all systems and networks to detect and respond to potential issues or security threats.
  • Incident detection and response: Quick identification and resolution of incidents to minimize downtime and operational disruptions.
  • Automated incident prioritization: Using AI/ML to assess the severity of incidents and prioritize them accordingly, ensuring the most critical issues are dealt with first.
  • Predictive analytics: Leverage advanced analytics to predict potential system failures or performance degradation, allowing for proactive maintenance.
  • Performance optimization: Regular performance assessments and tuning of systems and processes to ensure optimal client operations.
  • Patch management: Timely and automated software updates and patches to ensure systems are always secure and up-to-date.
  • Threat Intelligence: Continuous monitoring for cybersecurity threats and vulnerabilities, with up-to-date threat intelligence feeds.
  • Incident response & remediation: Detailed procedures and response plans to handle data breaches, ransomware attacks, or other security incidents.
  • Vulnerability management: Regular vulnerability assessments and remediation to protect clients’ IT infrastructure from attacks.
  • Compliance management: Support for industry-specific regulations (e.g., GDPR, HIPAA) to ensure client systems meet security and compliance requirements.
  • Service desk support: A dedicated helpdesk or ticketing system for users to report issues, with clear escalation procedures.
  • Service Level Agreements (SLAs): Clear SLAs to ensure timely resolution of issues and prevent service disruptions.
  • Change and release management: Controlled and systematic management of system changes to minimize risks associated with updates or changes.

 

  • Cloud service monitoring: Ensuring optimal performance, security, and compliance for cloud-based services (e.g., AWS, Azure, Google Cloud).
  • Hybrid environments support: Managing and optimizing both on-premises and cloud resources for seamless hybrid IT environments.
  • Infrastructure as a Service (IaaS) management: Proactive monitoring and management of the client’s infrastructure, ensuring uptime and scalability.

 

  • Custom reporting: Detailed, customizable reports that provide insights into system health, incident trends, performance, and other key metrics.
  • Dashboards: Interactive dashboards for clients to view real-time data, trends, and performance metrics.
  • Business Intelligence (BI): Using data to drive actionable insights that help clients improve operations, reduce costs, and make strategic decisions.

 

  • Flexible resource allocation: Scaling up or down resources to meet the client’s evolving needs, especially in dynamic environments like the cloud.
  • Tailored solutions: Offering customizable services to meet the specific needs of different industries or business sizes (e.g., SMBs vs. large enterprises).
  • Cost-effective pricing models: Flexible pricing based on usage, performance, or specific services used to optimize costs for clients.
  • Client portal: An online portal for clients to submit tickets, track the progress of incidents, view reports, and communicate with SOC staff.
  • Regular client reviews: Scheduled meetings or reports to discuss system performance, incident trends, and any adjustments required.
  • Incident notification system: Automated alerts and notifications to keep clients informed about major incidents or system performance issues.

 

  • Backup and recovery services: Regular data backups, secure off-site storage, and disaster recovery planning to ensure minimal disruption during incidents.
  • Business continuity planning (BCP): Developing, testing, and implementing BCP strategies to ensure continued service in case of catastrophic events.
  • Recovery Time Objective (RTO) and Recovery Point Objective (RPO) management: Clearly defined objectives to minimize downtime and data loss during recovery.
  • Tailored service offerings: SOC services should be adaptable to the specific needs of each client, whether it’s for a high-performance manufacturing plant, a financial institution with strict compliance requirements, or an eCommerce business needing 24/7 uptime.
  • Multi-vendor management: Ability to manage services and vendors on behalf of the client, simplifying the IT management process.
  • Integration with existing tools: Ability to integrate with the client’s current monitoring, ITSM, and security tools for seamless operations.

SERVICE DELIVERY

Capacity Management

Ensure that the customer has the correct amount of the defined capacities – understanding that the customer’s business is dynamic and that the requirements for capacity will change over time as the customer increases the use of technology within their operations, the size of the customer and their customer base grow.

Service Level Management

Define and publish service catalogue Map the agreed SLA and service KPI to incident management Track and Record All 3rd Party service requests, incidents and supplier’s performance, record any violation if any Internal and external customer services and packages details

Availability Management

Optimize the capability of the IT Infrastructure, services and supporting organization to deliver a cost effective and sustained level of Availability that enables the business to satisfy its business objectives.

Financial Management for IT Services

Manage and control the service provider’s budgeting, accounting, and charging requirements. It also provides operational visibility, insight and superior decision-making capabilities to the Service Provider by evaluating & analyzing the financial impact of any activity.

Using our SOC solutions, network engineers can quickly obtain an end-to-end view of the network’s status as they reduce the complexity of their activities. They benefit from the solution’s ability to process billions of records each day, with robust correlators and threshold crossing alarms (TCAs) designed to reduce the number of active alarms. All of this is possible with our innovative, machine-learning based algorithms which automate many actions.

SERVICE SUPPORT

Day-to-day contact point. Service Level Management is a prime business enabler for this function : its objective is to provide a single point of contact to provide advice, guidance and the rapid restoration of normal services to its Customers and Users

Restore normal service operation as quickly as possible and minimise the adverse impacton business operations, thus ensuring that the best possible levels of service quality and availabilityare maintained. ‘Normal service operation’ is defined here as service operation within SLA limits.

Problem Management process has both reactive and proactive aspects. The reactive aspect is concerned with solving Problems in response to one or more Incidents. Proactive Problem Management is concerned with identifying and solving Problems and Known errors before Incidents occur.

Identify all IT assets and configurations within the organization and its services. Provides accurate configuration information and documentation to support all other service management processes. Also Provides a solid foundation for incident, problem, change and release management.
Ensure the use of standard methods and procedures for the efficient and timely processing of all changes, in order to minimize the impact of change-related incidents on the quality of service and thereby improve the day-to-day operations of the organization.
Plan and monitor the successful deployment of software and related hardware Design and implement effective procedures for the distribution and installation of changes to IT systems.

ESSENTIAL SOC ELEMENTS

Centralized source for all knowledge and documentation that is accessible to the team. This knowledge base should be a fluid information source to be continuously updated with experiences and lessons learned for future reference and improvements.


A ticketing system enable you to keep track of all open issues, according to severity, urgency and the person assigned to handle.

Monitoring existing knowledge bases Management existing ticketing systems Monitoring (existing customer system)

Implementing Process Automation significantly reduces mean time to recovery (MTTR) and helps NOCs meet SLA’s by having a procedure in place to handle incident resolution and to consistently provide high quality response regardless of complexity of the process

Tell us more about how we can help you accelerate your business. Let us provide the support you deserve.