Services Operations Center

In digital transformation, non-core business activities have the potential to distract from the real priorities; this is why outsourcing services allows companies to concentrate their resources and energy on what counts most, and to strengthen their corporate governance.

Lutech’s Managed Services Operations Center has been turning management processes and technologies into “value” for its clients for over 25 years. The current service model involves the supply of services through four specialized structures: 

• Service Desk
• Network Operations Center (NOC)
• Next-Generation Security Operations Center (NG-SOC)
• Cloud Operations Center (CLOC).

A team of over 300 specialized technicians manages a wide catalogue of modular and flexible 24/7, vendor-independent services, based on international standards and best practices.

Performance is continuously monitored and guaranteed by a service management structure through Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) laid out in the client contracts.

In Lutech’s O.A.S.I. (Outsourcing Advanced Services Integration) model, the supply of Managed Services is based on standardized processes and certifications: flexible, scalable and completely customizable to meet client requirements.

The goal of this model is to:

• Manage services according to a fully outsourced qualitative approach

  Guarantee all-encompassing expertise on various management processes and technologies

  Monitor the metrics for each business process in near-real time

The advantages of using this model are manifold:

• Scalability and flexibility to meet changes in demand for services

  Multi-level (L1, L2, L3) and multivendor technical support through a single provider

  Traceability and control of each operational activity

  Optimization of operational management costs

Lutech’s Service Desk is the multi-channel point of contact (Single Point of Contact) through which Customers can access all the services provided by the Managed Services Operations Center.

Service Desk operators are in charge of recording and classifying the request of support (Request Fulfilment) and to carry out first level ICT and End User Computing support activities. The structure works 24/7 using telephone queue management systems (CTI&IVR) and IT Service Management systems that can be integrated with the Customer’s systems.

Lutech’s Network Operations Center (NOC) offers a full range of end-to-end services for Telco and Enterprise operators with expertise in network technologies.

More than 200 specialised technicians work 24/7 on over 300 thousand devices, supported by Machine Learning RPA (Robot Process Automation) systems.

The service catalogue of Lutech’s NOC is divided into:

Reactive services

• remote support
• advanced HW replacement
• SW update
• on-site services
• vendor escalation

Proactive services

• monitoring
• alerting
• event & performance management
• change & configuration management

The volumes managed by Lutech’s NOC are:

• 230,000+ devices managed
• 250,000+ technical calls/year
• 190,000+ tickets/year
• 97% response time in 14sec

Lutech’s Next-Generation Security Operations Center (NG-SOC) is a specialised facility operating 24/7, which, with the right mix of expertise, custom processes and analysis tools, represents one of the best tools to defend against continuous cyberattacks.

It ensures a high degree of security by detecting and responding to attacks in real time before they have a significant impact on the networks, data and business services of the Customer.

The service catalogue of Lutech’s NG-SOC is divided into:

• Cyber Security Assessment
• Ethical Hacking
• Cyber Threat Intelligence
• Advanced Device Management
• Real-Time Device Monitoring
• Incident Identification&Notification
• Alert&Early Warning
• Incident Analysis & Triage
• Incident Containment & Response

Lutech’s Cloud Operations Center (CLOC) provides management services for traditional DataCenter infrastructures and Public Cloud Provider resources, in terms of governance, automation, integration of heterogeneous Enterprise Cloud Applications, and of course Cloud Security.

The service catalogue of Lutech’s CLOC is divided into:

• Transformation
• Migration
• Brokering
• Contracts Management
• Automation
• Monitoring & Operations
• Provisioning & Configuration
• Security & Compliance Management
• Container Management

Lutech’s expertise means it is also able to supply IT infrastructure operations services for the outsourcing of complex data centers, with specialized resident and remote personnel, guaranteeing end-to-end availability of services in hybrid multi-vendor environments while guaranteeing client SLAs and the highest levels of performance in support of their business.

We support our clients in transforming their applications and business-critical processes for:

• Managing IT processes, personnel and tools.
• Supporting data center evolution with new and innovative next-generation technological solutions.
• Optimizing management costs.