Enel Green Power Operational Technology Service Desk
Service Level Agreement : 2019 - present
Location : 26 U.S. states and 3 Canadian provinces
Support: 400 Users; 100 Plants w/ approx. 10 MW Cap.
Systems: 22 Vendors
Service Desk Team: 7 SD technicians (4 U.S. & 3 International)
Project Description
Enel has selected Casne to support their critical Industrial Control Systems and Operational Technology platforms. Casne has improved service quality and reduced overall costs of operations. All IT/OT management processes have been centralized, allowing the client to focus on critical issues through efficient resource management and documentation of operational knowledge.
The Service Desk provides 24/7 incident response and remediation, configuration management, knowledge management, service request management, and maintenance services for Enel's ICS and OT operations. Operations users interact with the Service Desk by telephone, email, and the web incident management/ticketing tool. The operating environment is very dynamic, with a growth of 1000 MW of new capacity added per year. For Critical Issues, the service level agreement requires a 30-minute initial response and a 1.5-hour resolution or escalation. Level 1 (logging and escalation) and Level 2 (triage) incident response are provided for multiple mission-critical systems. Root cause analysis is provided as appropriate.
Both scheduled and on-demand services are provided by the Service Desk. Scheduled services such as health assessments, data availability audits, and outstanding ticket and management reports have improved operational efficiency and effectiveness. Also, user audits are completed for all risk management and regulatory requirements, including NERC CIP. On-demand services ensure company policies and procedures are adhered to, as well as free up Enel's resources to focus on strategic goals. On-demand services include data outage management, change management, and user access management for the ICS Domain.
The Service Desk is responsible for creating and maintaining technical documentation for all service desk activities. This is accomplished through ticket audits and working closely with Enel's technical staff and vendors. Examples include troubleshooting SCADA issues, handling user access management, and operational data access requests.
