Commercial Integrator + Security Sales May 2024 - 54

SSI
GLOBAL SECURITY OPERATIONS CENTERS
understood concept of operations in
GSOC environments, " ...the end-to-end
system integration can be engineered
and technically implemented on time,
within budget and in accordance with
the end user's specific mission-critical
workflow needs. "
This is a prime opportunity for
integrators to demonstrate their quality of
service and technical excellence, as well
as their attentiveness to client needs.
Nolan continues, " [This] sets the
groundwork for building considerable
trust as a technology solutions provider,
particularly when you're responsible for
reliably routing and displaying sources
of real-time data that are pivotal to an
operator's effectiveness in handling
security incidents. "
Consistent Usability,
Seamless Functionality
Like Commercial Integrator, Security Sales
& Integration frequently underlines the
importance of integrators not merely
being hardware and software providers
but, instead, being outcome guarantors.
Your typical approach to
a GSOC-related project?
We install/integrate hardware/
software and have a basic service
contract for updates and break/fix
5.3% Other
42.1%
42.1%
We install/
integrate
hardware/
software
but maintain
no ongoing
involvement
If, as Nolan believes, people are
always at the heart of every system, then
every technology investment is " ...predicated
on delivering consistent usability
and seamless functionality for end users
to be productive and ensure business
success. "
Accordingly, she has strong views
about integrators maintaining ongoing
involvement in mission-critical environments
like GSOCs.
" For GSOC technology solutions,
an ongoing service contract with both
predictive and preventative maintenance
components isn't just a good rule of
thumb, " she declares. " It's an ironclad
standard. "
To buttress this argument, she points to
the mission-critical nature of these 24/7
operating environments.
" Security analysts and control room
operators alike just simply need technology
that works, no matter what, " Nolan
says. She argues virtually uninterrupted
operations of the technology estate
should be non-negotiable.
Nolan states that the burden for
maintaining and managing GSOCs'
system health and functionality should
be the integrator partner's sole responsibility
- not the duty of GSOC managers
or day-to-day operations staff. Clients
shouldn't " ...have to worry about the
integrity or reliability of their operations
center, " she says.
Nolan adds that regular maintenance
schedules, proactive monitoring and
rapid response to technical issues are
all critical, which makes it essential for
GSOCs to partner with experienced service
providers that can integrate remote
monitoring capabilities to optimize
system performance.
Boulgarides largely agrees with this
view, saying his firm routinely offers
clients cloud-based solutions to support
their GSOC environments' uptime and
efficiency.
" We will also support and train exist10.5%
We
install/integrate hardware/
software and deliver ongoing
subscriptionized support
ing personnel [or] contract personnel or
provide staffing for them, " he adds. " It's
important to be flexible and listen to the
customer to ensure we are providing
them with the best solution. "
54 Commercial Integrator+Security Sales & Integration | May 2024
'There is definitely
a movement toward
consolidation
for operational
efficiencies and labor
savings.'
- Louis Boulgarides, president/
CEO, Ollivier Managed Security
Evaluating As-a-Service
Although Bonner acknowledges that
GSOCs aren't a focal area for Diversified,
the firm nonetheless has a well-defined
approach for them.
" [It] has been to first design with a
complete design team - architecture and
engineering teams - [and] then implement,
[and] then service, " he explains.
" Diversified has the unique ability to
bundle all three for companies almost
globally - at least, in the regions of the
world where these types of rooms are
located. " Bonner adds that, in light of
today's technology offerings within GSOC
environments, " end users are very much
inclined to look for an as-a-service model
for GSOC operations. "
On the last point, Nolan articulates a
different view.
" When it comes to an as-a-service
model for GSOCs, " she begins, " we have
not seen clients adopt this purchasing
alternative for their systems or for ongoing
maintenance and support. "
The reason, she says, is that large
spaces like GSOCs typically operate on
an annual estimated budget that may not
necessarily allow these enterprises to
align technology integration costs with
operational versus capital expenses.
This essentially negates the flexibility in
funding and expense management that
as-a-service can often unlock.
But that's not the end of the story, from
Nolan's point of view.
" The explosive availability of more software-centric
platforms and tools within
an integrated system, combined with
Commercial Integrator + Security Sales May 2024

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