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Onboarding Outsourced NOC Support: 6 Steps to Success

Written by Jenna Lara | Sep 4, 2024 2:45:00 PM

IT organizations often worry about the process of turning up outsourced NOC support with a new service partner. It’s understandable! Onboarding any new tool or service into your existing technology environment is often expected to be a headache—because it usually is. 

Transitioning to outsourced NOC support is no exception. Reaping the benefits that come with a highly capable, operationally mature NOC without having to endure the typical onboarding headaches requires a well-defined process and a commitment to adhere to it.

It also means committing to diligent communication at each stage, ensuring both sides are clear on what’s happening and when. Without such a process, the ensuing mess can cause frustratingly avoidable delays, wasted time, and stress we can all do without.

Here at INOC, we’ve invested a lot of time and energy into developing and refining an onboarding process that ensures a successful transition to outsourced NOC service without creating headaches and needlessly time-consuming work.

This guide provides a detailed walkthrough of the entire process, from initiation to closure, typically spanning 6-8 weeks. 

The process is structured to ensure that INOC fully understands the client's environment, sets up all necessary systems and processes, and prepares its team to provide excellent service from day one.

📄 Be sure to download our free white paper, Top 11 Challenges to Running a Successful NOC, to understand the impediments to an effective and efficient NOC operation and how to solve them.

A Brief Process Overview

The INOC onboarding process is divided into six main phases: Initiation, Planning, Execution, Pre Go-Live, Go-Live, and Close.

 

 

Each phase is crucial for ensuring a smooth transition and setting the foundation for effective ongoing network management and support. The process is managed using a sprint methodology, with two-week sprints guiding the overall timeline.

Let’s break each of these six phases down to explain what’s happening at each and what you can do to streamline the process.

1. Initiation

The Initiation phase typically takes 1-2 weeks and sets the stage for the entire onboarding process. It begins with our team assigning a dedicated project manager to oversee the onboarding. This project manager is responsible for ensuring that the process stays on track and serves as your primary point of contact.

The first step is an internal kickoff meeting. During this meeting, we review the Statement of Work (SOW), assign resources to the project, and identify any initial questions or potential gaps in information. This internal preparation ensures that the INOC team is aligned and ready to engage with you at each subsequent step of the onboarding process.

Following the internal kickoff, an external kickoff meeting is held with your team. This meeting is crucial for setting expectations and gathering initial information.

During this meeting, our team:

  • Reviews the project scope to ensure alignment with your expectations.
  • Discusses a high-level overview of your network and supported environment.
  • Sets up a weekly cadence for status meetings.
  • Explains the onboarding process and timeline.
  • Introduces the three key documents that will need to be completed: an Onboarding Worksheet, a Runbook Questionnaire, and the Configuration Management Database (CMDB). (We’ll explain these in the Execution section a little later in this guide.)

For the external kickoff to be most effective, we urge our clients to ensure that key stakeholders from their organization are present. These should include individuals familiar with the network infrastructure, security requirements, and operational processes. If available, new clients are encouraged to bring any existing network diagrams or asset lists to this meeting, as these can provide valuable context for our team.

2. Planning

The Planning phase, which typically lasts 1-2 weeks, is focused on creating a detailed roadmap for the onboarding process. The primary output of this phase is a comprehensive project plan created by INOC using their sprint methodology. This plan outlines all the tasks that need to be completed, assigns responsibilities, and sets deadlines for each sprint.

During this phase, we also conduct a Business Requirements Review. This step ensures that there is complete alignment between both teams on the project scope and expectations. It's also an opportunity to clarify any misunderstandings or address any concerns that may have arisen since the initial SOW was created.

The project plan is then shared with your team for review and approval. Carefully review this plan to make sure it aligns with your expectations and internal timelines. If there are any misalignments in expectations or scope, this is the best time to address them.

3. Execution

The Execution phase is the heart of the onboarding process and typically takes about 6 weeks. This phase involves intense collaboration between our team and yours to set up all necessary systems and processes.

The phase begins with the client working on completing three crucial documents:

A. The Onboarding Worksheet

This document captures details on how INOC's system will interact with your environment. It includes information such as email notification preferences, who should have access to the incident portal, whether email notifications should be white-labeled, and customized phone greetings for when your end users or customers call in.

B. The CMDB Worksheet

Given the size and pace of change in today’s IT environments, the importance of a CMDB in the NOC really can’t be understated. It equips our NOC team with a holistic view of the entire IT infrastructure, encompassing assets, relationships, dependencies, and service offerings. This comprehensive insight is vital for identifying and addressing potential issues, prioritizing incidents, optimizing resource allocation, and operating at scale across numerous support customers.

The CMDB is also critical for enhancing communication and collaboration among various teams within the organization. Dismantling information silos and offering a single source of truth ensures that all stakeholders can access precise and current data, crucial for informed decision-making and synchronized response to incidents or changes.

Learn more about our CMDB here.

This is often the most time-consuming document during onboarding, especially if you don’t have much existing documentation. The CMDB serves as the "brains" of INOC's systems and includes comprehensive information about the client's environment.

This includes:

  • Asset information
  • Circuit information (if INOC is monitoring circuits)
  • Interface and service details
  • Location data
  • Contact information for various scenarios (e.g., which carrier to call if a specific circuit goes down)
  • Relationships between different pieces of equipment

The upfront effort to populate the CMDB pays huge dividends once the service is live, so this work is more than worth it.

C. The Runbook Questionnaire

This document outlines the expected actions for different alarm scenarios. It helps us understand what you expect the NOC to do when specific alarms are triggered. For equipment we’re familiar with, we may already have standard procedures. However, for unique equipment or specific client processes, this questionnaire is crucial.

Learn more about the anatomy of an effective NOC runbook.

While your team is working on these documents, we begin setting up your internal systems with the information you’ve provided. This includes basic setup tasks that don't require your input, such as establishing your Service Now instance and setting up LDAP.

Another crucial part of the Execution phase is setting up alarm monitoring. There are two primary methods for this:

  • Direct Monitoring: In this method, your equipment sends SNMP traps directly to INOC. This requires your team to configure its equipment with INOC's collection agent IP. While we don’t perform this configuration for the client, we do provide guidance as needed.
  • Integration with Existing Network Monitoring System: If you already have a network monitoring system, we can set up an integration to receive alarms from that system. This often involves setting up a webhook or similar mechanism to forward alarms.

Regardless of the method used, a critical step is refining which alarms are sent to INOC. Sending every possible alarm is typically not effective, as many may not require action. We’ll work with you to determine which alarms are most relevant and actionable.

Throughout the Execution phase, your project manager holds weekly status calls to track progress, update the project plan as needed, and address any issues that arise. These calls are crucial for keeping the project on track and ensuring clear communication between both parties.

4. Pre Go-Live

The Pre Go-Live phase typically lasts two weeks and is focused on rigorous testing and final preparations before the service goes live. 

This phase includes several key activities:

  • User Acceptance Testing (UAT): We conduct extensive internal testing of all systems and configurations. This includes checking the CMDB, verifying alarm flows, and ensuring that all systems are properly integrated. The UAT process typically takes about a day to complete.
  • NOC Testing: After the initial UAT, our NOC team spends about a week going through over 120 different checks to ensure everything is set up correctly. During this time, they create test tickets and send test notifications to you. We ask that clients respond to these test notifications to verify that communication channels are working as expected.
  • NOC Training: For equipment or processes that are new to us, we create short training videos for our NOC team. These videos provide an overview of the new equipment and how to handle related issues. This training is rolled out to the 24/7 NOC team over about two weeks.
  • Runbook Clarification: As the NOC team works through the testing process, they often identify areas where the runbooks need additional clarity. In most cases, the project manager and runbook specialist can resolve these questions, but occasionally, they may need to consult with the client for clarification.
  • Onboarding Checklist: We perform a final verification of all setup components to ensure nothing has been overlooked.

During this phase, the client's primary responsibility is to be available to respond to test notifications and provide any final clarifications on processes or runbooks as needed.

5. Go-Live

The Go-Live phase is typically a single day and represents the official transition of monitoring responsibilities to INOC.

Despite being short, this phase includes several important steps:

  • NOC Service Implementation: This involves activating the alarm routing to INOC's systems. It's usually a quick process, often taking just a few minutes.
  • Connection Notice: We send out a formal notice that includes all final documentation, contact information, and escalation procedures.
  • Billing Initiation: Billing begins, prorated if necessary for a mid-month start.
  • Internal Communication: Depending on the scope of the service, your team may need to send out internal communications to your staff about the new NOC service. INOC can assist in drafting this communication if requested.

While rollbacks are possible, they are very rare at this stage due to the thorough testing in the Pre Go-Live phase.

6. Close

The Close phase lasts for 30 calendar days after the go-live date. 

During that time:

  • Your project manager remains engaged, continuing weekly calls (or more frequent if requested) to monitor the transition and address any issues that arise.
  • The onboarding team remains responsible for addressing any issues discovered during this period.
  • Toward the end of the 30 days, we introduce the assigned Client Service Manager (CSM), who will provide long-term support. The CSM typically attends the last one or two weekly meetings to ensure a smooth handoff.
  • We review with your team how to submit requests through our portal for network changes or team member updates. This process transitions from the onboarding team to our In-Service Change Management team.
  • Your project manager conducts a handoff call with the In-Service Change Management team lead internally.

After this 30-day period, the CSM takes over regular client communication, with meeting frequency depending on the level of service (ranging from weekly to monthly).

Key Considerations for a Smooth Onboarding

To ensure an efficient onboarding process, we encourage new client teams to keep the following points in mind:

  • Resource Allocation: Involve the right resources from the start. This includes technical staff familiar with the network infrastructure, security team members, and decision-makers who can approve processes or changes.
  • Documentation: Even if not perfectly formatted, provide as much documentation as possible about your network environment. This can significantly speed up the CMDB population process.
  • Time Commitment: Be prepared to dedicate significant time to the onboarding process during the 6-8 week period. Quick turnaround on questions and document completion can greatly accelerate the process.
  • Security Requirements: Address security requirements early in the process. This includes understanding INOC's needs for VPN access, shared logins, or individual credentials. If individual credentials are required, consider any associated licensing costs.
  • Internal Processes: Understand your own organization's processes for approvals or information gathering. This can help prevent delays when INOC needs specific information or access.
  • Alarm Refinement: Be prepared to work with INOC to refine which alarms are sent to them. Sending every possible alarm is typically not effective.
  • Communication: Maintain open lines of communication with the INOC project manager. If you're struggling with any aspect of the onboarding, let them know. They can often provide guidance or adjust the approach.
  • Training Preparation: If you have unique equipment or processes, be prepared to provide information or participate in creating training materials for the INOC team.
  • Testing Participation: During the Pre Go-Live phase, be responsive to test notifications and available for any final clarifications.
  • Post Go-Live Vigilance: Even after the go-live date, stay engaged during the 30-day close period to ensure any issues are quickly identified and addressed.

An Onboarding Preparation Checklist

Below is an actionable checklist you can use to prepare for onboarding ahead of time. By completing these action items before the onboarding process begins, you'll be well-prepared to provide INOC with the necessary information quickly and efficiently. This preparation can significantly streamline the onboarding process and help ensure a successful partnership with us.

1. Gather your network documentation

  • Compile all existing network diagrams
  • Create a list of all network assets
  • Document circuit information (if applicable)
  • Outline interface and service details

2. Prepare contact information

  • Create a list of key stakeholders and their roles
  • Compile contact information for relevant carriers or service providers
  • Identify who should receive notifications for different types of incidents

3. Review and document your current processes

  • Document your top 5 most common network issues and current resolution processes
  • Outline any specific procedures for handling different types of network events
  • Identify any custom scripts or tools currently used for network management

4. Assess your security requirements

  • Review your organization's policies on external access to network systems
  • Determine if a VPN connection to INOC will be possible
  • Assess the feasibility of using shared logins (INOC's preference) vs. individual credentials
  • If individual credentials are required, calculate potential licensing costs

5. Evaluate your current monitoring setup

  • List all current monitoring tools and systems
  • Document the types of alarms currently monitored
  • Identify which devices are capable of sending SNMP traps

6. Prepare for alarm refinement

  • Review current alarm thresholds and frequencies
  • Identify critical vs. non-critical alarms
  • Determine which alarms require immediate action

7. Devise an internal comms plan

  • Identify all internal teams that need to be informed about the INOC onboarding
  • Draft a preliminary communication about the upcoming changes

8. Allocate resources

  • Identify team members who will be involved in the onboarding process
  • Ensure these team members can dedicate sufficient time during the 6-8 week onboarding period
  • Determine who has authority to make decisions about network management processes

9. Review your internal review process

  • Identify any internal approval processes that might impact the onboarding timeline
  • Determine if any pre-approvals can be obtained to streamline the process

10. Consider unique equipment or processes

  • Identify any network equipment or processes that might be unfamiliar to INOC
  • Prepare documentation or training materials for these unique elements

11. Articulate your expectations and goals

  • Clearly define your expectations for INOC's services
  • Identify specific goals or improvements you hope to achieve through this partnership

Final Thoughts and Next Steps

Our onboarding process is designed to be thorough and collaborative, ensuring that both teams are fully prepared for a successful long-term partnership. While the process may seem intensive, it's important to remember that this upfront investment of time and effort pays dividends in the form of smoother operations, faster issue resolution, and more effective network management once the service goes live.

As you prepare to begin your onboarding journey with INOC, consider the following next steps:

  1. Review the Preparation Checklist: Go through the preparation checklist provided earlier in this guide. Start gathering the necessary documentation and information before your first meeting with INOC.
  2. Align Internal Stakeholders: Ensure that all relevant teams within your organization are aware of the upcoming transition to INOC's services. This may include your network team, security team, and upper management.
  3. Prepare Your Questions: As you review this guide and the preparation checklist, note down any questions or concerns you have. The initial meetings with INOC are the perfect time to address these.
  4. Consider Your Goals: Think about what you hope to achieve through your partnership with INOC. Having clear goals can help guide decisions during the onboarding process.
  5. Allocate Resources: Based on the timeline provided in this guide, start planning how you'll allocate your team's time and resources during the onboarding period.
  6. Reach Out to INOC: If you have any immediate questions or concerns after reviewing this guide, don't hesitate to reach out to your INOC contact. They're there to help ensure a smooth onboarding process.

The key to a successful onboarding is open communication and active participation. By coming prepared and staying engaged throughout the process, you'll be setting the stage for a productive and beneficial relationship. We look forward to partnering with you to enhance your network operations and support. 

Interested in learning more about our NOC services? Contact us to see how we can help you improve your IT service strategy and NOC support or download our free white paper below.
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