Elisa’s network is designed to be resilient, and our operations are based on the ITIL model (incident management process). In our operations, we focus on automation and proactively monitoring services. Elisa’s network design principles are based on optimal redundancy. This covers the use of alternative physical locations and routes, as well as redundancy in equipment. Redundancy is also implemented in utility services using e.g. generators and batteries. In Finland, the authorities set requirements for redundancy (TRAFICOM/54045/03.04.05.00/2020), and in addition to those requirements, our design principles also require the utilisation of redundancy to avoid major or business-critical incidents.
Elisa’s network and services are built using equipment only from selected vendors, and all new systems and software are tested before deployment. The purpose of this testing is to verify compliance with the existing network infrastructure as well as the functionality of the equipment being tested.
Elisa’s operations are both proactive and automated. The aim is to handle all incidents before they affect customer services. If an incident cannot be avoided, the recovery time is typically short thanks to automated recovery actions.
To understand the customer experience, Elisa has a Cyber Security and Service Management Center (cSOC), which monitors service availability and the customer experience 24/7. Based on situational awareness, the cSOC is responsible for both internal and external incident communication and also acts as a centralised management function for recovery from major and business-critical incidents and escalation cases.
Every incident in Elisa’s network is managed using a trouble ticket system. Incident-specific trouble tickets are populated with relevant information, such as the time and nature of the incident, any mitigation measures and information about the final resolution. This information is used in improving the process and other aspects that affect quality by analysis, classification and machine learning algorithms.
At Elisa, we have a defined process for learning from successes and mistakes. Every incident meeting walks through predefined criteria, and the findings are formulated as improvement tasks for relevant stakeholders. The execution of these tasks is supervised by the Resolution Management function.