Thales Service Definition for NOC Services for Cloud

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1 Thales Service Definition for UK NOC Services Thales Service Definition for NOC Services for Cloud April 2014 Page 1 of 13

2 Thales Service Definition for UK NOC Services CONTENT Page No. Introduction... 3 Overview of Service... 3 The Network Operations Centre Service Offering... 3 Summary of the G-Cloud offering... 3 Value... 4 Why Thales?... 5 Case Studies... 6 Key Features... 7 Incident Management... 7 Network Management Capability... 7 Reporting... 8 NOC Team... 9 Additional Offerings... 9 Impact Levels:... 9 Certifications & Standards:... 9 Service Management Service Levels Performance Availability Service Termination Customer Responsibilities Contact Details Page 2 of 13

3 Thales Service Definition for UK NOC Services Introduction Overview of Service The Network Operations Centre Service Offering Do you want an industry leading, secure, professional and experienced team to monitor and maintain your network? The Thales NOC (Network Operations Centre) provides 24x7x365 network monitoring for a range of customers and is also strongly aligned to ITIL (Information Technology Infrastructure Library) best practice and is certified and accredited to a number of recognised security standards. The Thales accredited NOC proactively monitors customer networks and can proactively identify and diagnose potential issues. The Thales Secure Network Operations Centre operates at a minimum 99.99%. Thales NOC staff operate an integrated suite of management tools used to control and proactively monitor customer networks as well as to provide information to monitor and determine KPIs (Key Performance Indicators). The Thales NOC service offering facilitates: Incident Management: Unplanned interruption to the services, or a reduction in the quality. Event Management: Changes of state with significance for the management of the service. Request Fulfilment: Requests from users for information or advice, or for a standard change or for access to the services. Access Management: Provide the rights for users to be able to access the services or group of services, whilst preventing access to non-authorized users. Problem Management: Investigation and resolution of the cause of one or more incidents. Thales will suggest workarounds whilst root cause analysis is conducted to identify the underlying problem. Summary of the G-Cloud offering The Thales NOC provides an operational capability to protect, maintain and restore critical systems in the digital age. The NOC offers a variety of Service Management and technical capabilities that can be selected and tailored to suit customers operational and cloud based requirements. Key features of the Thales NOC are: 24x7x365 operation by SC cleared staff, including a Technical Service Desk Page 3 of 13

4 Thales Service Definition for UK NOC Services A choice of; , telephone and web portal customer interfaces. Remote monitoring toolset with reporting on availability and capacity management NOC staff are ITIL Foundation accredited with an escalation path to ITIL accredited experts within the Network Operations Centre, which serves ITIL best practice Conduct logging, categorisation and prioritisation of incidents Holds list X status and is certified to ISO 27001:2005 with processes compliant to CESG Assured Services (Telecommunications) CAS(T) Compliant to ISO certification Instantaneous access to the Thales Cyber Security Operations Centre and synthetic testing environment (Additional service offering) Mature set of documented IL3 process and procedures Rehearsed and tested Business Continuity and Disaster Recovery (BCDR) Plans; DR hosted at a List X warm site Situational awareness feeds from select resources to respond to new threats and vulnerabilities Collaborative with 2 nd and 3 rd line support teams, including 3 rd parties The NOC service includes an established Service Management wrapper, which consists of: Skilled, Security Cleared and ITIL certified staff. Including ITIL experts Access Management, Asset Management, Capacity Management, Change and Problem Management, Event Management, Incident Management, Request Fulfillment, 24x7x365 network monitoring & Service Desk, plus up to 3 rd line technical support A service that delivers a central point of contact that is always available, who can log and investigate your networking concerns, continuously monitor network systems, strive to fix all issues and who can provide Change Management to protect and support changes to your operational environment A combination of effective process and procedures with powerful network monitoring solutions Value Statement Provides professional network services suitable for IL2 and IL3 accreditation CESG Assured Service (Telecoms) certified Network Operations Centre (An advanced version of ISO/IEC 27001:2005) Assurance of part of an accredited IL2-2-4 and IL3-3-4 Public Sector Network solution Operates with mature, robust ITIL based process and procedures for IL2 and IL3 networks Compatible with Thales PSN DNSP and Thales CSOC protective monitoring services Thales has invested in new toolsets and the development of its operational processes 24x7x365 operation from a List X facility Full active / active DR (Disaster Recovery) facility ensuring no disruption to service Page 4 of 13

5 Thales Service Definition for UK NOC Services Why Thales? In 2010, Thales aligned its National Security and Resilience (NS&R) business line to the Government Sector offerings into the Public and Critical National Infrastructure (CNI) markets. Our Credibility We currently provide secure end-to- end networks to the UK Government and advise on a number of security related matters. Our Capability - We are at the forefront of PSN development, our skills and expertise in WAN, LAN and secure services are already providing the market with secure WAN connectivity services to PSN operational standards Our Flexibility - We understand that flexibility is key to delivering a transition path to PSN networks and services. Thales has a proven track record in seamlessly transitioning Local Authority Wide Area Networks to modern MPLS solutions defined under the PSN frameworks. Thales was the first organisation on the PSN framework to deploy an IL3 PSN WAN. Our Service Portfolio - We have invested heavily in developing our PSN network and services portfolio with the flexibility to provide bespoke services to meet customer requirements. In addition to NOC and PSN offerings, Thales offers a variety of G- Cloud services which include: Secure web and mail gateway solutions Secure inter domain gateway solutions IL3 Encrypted Overlays Information Assurance Cyber Incident Response Cyber Laboratories Vulnerability Assessment and Penetration Testing Project Management, Programme Management and Governance Public Key Infrastructure for Cloud Services Our Security services We are able to provide services from IL0 through to IL6. Our track record in providing secured end-to-end services spanning the full breadth of UK security Impact Level enables us to deliver our customer with a cost efficient service. Thales secure network solutions enable Impact Levels IL0 IL4 to be delivered and managed across a common infrastructure, enabling our customers to achieve whole life cost savings. Our Business Transformation - Our Services are deployed in a large number of Government organisations including but not exclusively; Sheffield Schools, Insolvency Service, Highways Agency, Driving Standards Agency and National Health Service. Over the past few years Thales has been executing a programme of self-funded investment ( 10m+) in the development of capability and service facilities to support the Public Sector and CNI capabilities. Those investments included the: Deployment of the latest generation Cyber Security Operations Centre Building a Secure Data Centre hosting environment (up to IL5) Page 5 of 13

6 Thales Service Definition for UK NOC Services As a newer entrant to the provision of secure network services Thales offers customers the benefits of: Dynamic ways of working underpinned by Tier one status and financial stability Systems integrator style network tail provision to provide local and cost effective points of presence Reassurance of ISO and IL3 accreditation Established List X status A team of network specialists with extensive experience of working seamlessly with managed service providers / system integrators A pedigree of designing, building and operating secure network and communications infrastructures Quality services measured against performance metrics Conformance to industry standards and processes Ownership and accountability for seamless network connectivity provision Ethical and cultural code compatibility Thales is accredited to ISO standards ensuring the provision and operation of Secure Network Services. Thales has within its own workforce the core component competencies and skills to provide a managed service. Case Studies Proven capability in delivering secure systems and network connectivity: Thales as a trusted Telecommunications Service Provider operates and supports the South Yorkshire Digital Region network on behalf of its customer Digital Region. The network has over 10,000 LAN connections with over 15,000 users across public and private sectors. David Cowell, COO, DRL says: The South Yorkshire Digital Region is a Next Generation broadband network infrastructure that reaches 40,000 businesses, 540,000 homes and 1.3 million people around Sheffield, Rotherham, Barnsley and Doncaster. Thales was selected in 2009 as the Prime Contractor to design, build, and manage the network. Thales has shown itself to be an effective and competent Prime contractor throughout the build phase effectively managing subcontractors to deliver the network on time and to budget. Now that the network is live and in the operate phase, Thales has shown itself to be flexible and open to new initiatives and ideas. I am happy to recommend them to future potential customers. Thales is experienced in working collaboratively with other members of a customer s supply chain to deliver end-to-end capability. Thales has gained PSN IL3 PGA accreditation and has been instrumental in the design and sign-off of PSN IL3 Gateway services. Page 6 of 13

7 Thales Service Definition for UK NOC Services Key Features Incident Management The Thales NOC s effective Incident Management process and procedures help maintain Service Level Agreements and network availability targets. The NOC interfaces with customers and 3 rd line technical support to identify, understand, co-ordinate and resolve incidents. A central ticketing system is used to record incident details, which is integrated with our asset management solution. Thales adopts a tiered approach to event and incident management. Tier 1 operatives are the single point of contact to all Customers. Tier 1 operatives have the technical knowledge to determine the significance of events and log all incidents, categorise and prioritise in line with agreed Customer priorities. They also have sufficient technical and product knowledge to diagnose incidents, respond and deploy remote teams or involve third parties. Should the incident require any hierarchical escalation, Thales has 2 nd line technical support engineers available 24x7x365 who can further diagnose service failure and faults through remote monitoring/diagnostic tools and in depth product specific knowledge. For product/vendor specific support on incidents, faults and issues, Thales will have underpinning contracts in place for 3 rd line support on a 24x7x365 basis to meet product and service related SLAs. The Service desk can be contacted 24x7x365 via phone, and the Customer Portal. Network Management Capability The Thales NOC is well versed in a number of technologies, including: Vendor agnostic networking appliances Microsoft Windows Server technologies and Operating Systems Unix Change Management and Incident Management toolsets Availability and Capacity Management measurement toolsets The NOC can offer additional services such as: Identification and diagnosis of network performance issues Monitoring of patching levels for solutions such as WSUS (Windows Server Update Services) Management and maintenance of anti virus solutions Network testing and performance metrics Management of network and server backups Monitoring and provisioning of Customer Premises Equipment Alerting and updates to suit customer preferences telephone, , SMS Page 7 of 13

8 Thales Service Definition for UK NOC Services The Thales Network Operations Centre operates state of the art network management platform which provides comprehensive performance monitoring, event management, network availability and capacity management tool. Via the customizable web interface, the tool provides a unified view of the performance of the nodes and interfaces of the network. It also provides a real-time view of the network performance and availability statistics, the performance monitor can provide alerts about the network due to incidents such as degradation in service: slow traffic, loss of packets, or impaired devices. It also generates report information based on the data being processed. Reporting The NOC service includes monthly management reports which will contain service performance details relating to the following:- Service performance summary for Month. This describes the overall performance for the reporting period. Service delivery This section will describe the service delivery performance for the reporting period and will indicate where SLAs have been achieved or missed. Service assurance This section will describe the service assurance performance for the reporting period and will indicate where SLAs have been achieved or missed. Major Incidents. If any major Incidents have occurred during the reporting period then this section will describe them, state their resolution and detail actions planned to mitigate repeat incidents. Service availability. This section will describe the service availability performance for the reporting period and will indicate where SLAs have been achieved or breached. Capacity management. This section will describe any capacity issues that have occurred with the Services during the period. It may also state the current capacity level and may make recommendations to increase capacity or re-set thresholds accordingly. Planned and unplanned outages in period. This section will describe any planned or unplanned outages that have occurred during the reporting period. Where unplanned outages have occurred this section will state the reason for their occurrence and describe actions that may mitigate future occurrences. Billing and invoicing. This section will describe the Billing and invoicing performance for the reporting period and will indicate where SLAs have been achieved or missed and any service credits due. Page 8 of 13

9 Thales Service Definition for UK NOC Services NOC Team All Thales NOC personnel are SC cleared and are both customer focused and technically experienced individuals. Thales 2 nd and 3 rd line support teams can also be made available, with additional coverage provided by on call support engineers. The team operates in accordance with well documented policy, process and procedures. The team consists of security minded individuals who operate to maintain the confidentiality, integrity and availability of the systems they maintain. The team consists of individuals certified to CCNA (Cisco Certified Network Associate), CCNP (Cisco Certified Network Professional), CCIE (Cisco Certified Internetwork Expert) and ITIL (Information Technology Infrastructure Library expert level). Additional Offerings Thales offers a range of additional secure network services that include: G-Cloud Secure Gateway services PSN DNSP connectivity (Enables PSN connectivity for G-Cloud customers or Service Providers who meet PSN connectivity compliance standards) Both PSN and Non PSN Secure Network connectivity services G-Cloud Cyber Security and Information Assurance services For further information about any of our services and capabilities please see the contact section below. Impact Levels: The Thales NOC currently operates services that are operational and accredited on separate IL2-2-4 and IL3-3-4 networks. The NOC is located within a List X environment and so has the potential to operate at higher business impact levels if necessary. Certifications & Standards: The Thales NOC holds List X status, which means that is it approved to hold UK Government Protectively Marked information marked at CONFIDENTIAL and above. The NOC is certified to ISO 27001:2005 in the form of CAS(T) (CESG Assured Service Telcoms). NOC staff hold BPSS (Baseline Personnel Security Standard) and NSV (National Security Vetting) SC Security Clearances. Information Assurance consultants from the Thales Cyber Security Portfolio (CSP) work with the NOC on a frequent basis to maintain and continually improve security standards and practices. Annual ITHC (IT Health Checks) are conducted by CHECK accredited teams to identify and remediate technical security risks within the network and accreditation scope. This activity provides additional assurance for Pan Government Accreditation. The NOC services form part of a Pan Government Accredited IL3-3-4 solution. Page 9 of 13

10 Thales Service Definition for UK NOC Services The NOC service is also compatible with Thales s PSN DNSP solution for GCN connectivity, as well as for connectivity to the Thales Cyber Security Operations Centre for a robust protective monitoring solution. Service Management By applying the ITIL V3 framework and associated processes Thales provides a service management function that provides the necessary levels of control, reporting and governance for IL3-3-4 systems. Thales Service Delivery Managers (SDMs) provide the management point of contact for the IL3 overlay following its entry into service. The SDM will work closely with the NOC staff to monitor the performance of the Service. The NOC will be the first POC for the Customer for day to day business; however the SDM will have full responsibility for service delivery. Service Levels A key aspect in maintaining high service levels is the NOC s continuous monitoring and its application of mature operational procedures. NOC staff analyse network events and traffic to detect and investigate possible faults or network problems. Following ITIL best practice, such findings can be investigated further under Problem Management or rectified under RFC s as part of Change Management. The Thales NOC can be incorporated with the separate Thales CSOC service for protective monitoring. The CSOC service involves analysis of security events or unusual network traffic activity to allow appropriate measures to be taken in response to possible security threats. Performance The Service Management wrap that is included, provides an opportunity for Thales to review performance levels with its customers. Reviews include: Review and agreement of the previous month and the monthly service reports A review of Incidents, Major Incidents and Problem Management Change Management A look ahead to the coming month Customer praise and complaints Customer Satisfaction Surveys (Results and Trends) Continual Service Improvement Billing and Invoicing Projects and Programmes (if applicable) Availability Thales understands how critical service availability can be. Availability is measured by Thales using service management tools and techniques that monitor network core/aggregation/access ports and edge devices for service failure, faults and unavailable seconds of service downtime. Thales measures availability daily, however monthly overall network availability is aggregated and this is provided monthly to existing Thales customers. Page 10 of 13

11 Thales Service Definition for UK NOC Services Service Termination Please refer to the G-Cloud Framework Terms and Conditions. Customer Responsibilities Customers will need to provide: Suitably qualified staff with knowledge of the customer security policies to work with the Thales deployment team, enabling the systems to be correctly configured by Thales Incident escalation contact details Page 11 of 13

12 Thales Service Definition for UK NOC Services Contact Details To discuss or speak to Thales about its NOC services, we would be delighted to hear from you. We can be contacted on: thalesg Page 12 of 13

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