Information technology based on the right E&P workflows and combined with business models that make sense to stakeholders provides the backbone for successful integrated operations centers.

An integrated operation center (IOC) connects well site information, applications, experts and managers regardless of location so that operators can make better decisions in real time. Information technology (IT) is a key enabler for a successful IOC. But creating and supporting a successful IOC presents significant IT challenges in process, networking, security, hardware and software infrastructure.
For an IT infrastructure to successfully support an IOC, it must:
• Be based on well-designed oil and gas workflows and processes;
• Have a rigorous, complete hardware and software solution - an end-to-end, monitored system that is ready to run; and
• Include a business model that provides an acceptable way to allocate costs.
Real-time services require that a number of components, groups and technologies work together seamlessly and reliably. Many of these components have different owners, little coordination between owners and no
consistent or effective method of funding. As a result, the quality of service can suffer.

Workflows that work
The design of the IT infrastructure and system must be driven by the uses for which the system is intended. For example, IOCs can support interactive well operations such as wireline logging and drilling and monitoring operations such as production or equipment surveillance. To provide the right infrastructure, the IT provider, working with the experts and end users, must understand the workflows necessary to support these operations.

Ready to run IT
IOCs are part of a complex end-to-end system covering remote data collection, data transmission and reception, data management, data processing and analysis and remote visualization and interaction. For the IOC to achieve its objectives, the IT infrastructure must be developed, configured and delivered ready to run.
End-to-end service management. The solution must define the "ends" in an end-to-end solution and include the technology and services to manage the entire system to assure the 24/7 availability required to support real-time operations.
In general, the "ends" include data sources and the input and output networks. Data sources include downhole sensors and gauges from a variety of oilfield equipment associated with work processes such as drilling, wireline logging, well testing and fracture jobs. The input network is the hardware and software used to capture and transmit data. The output network is the link to the user for viewing results, typically a Web interface through the Internet. Another key component (in the middle of the end-to-end system) is composed of software for modeling, analysis and visualization of data.
To ensure that the system can support real-time operations and make available all components of the IT infrastructure, all data sources, hosting and connectivity must be monitored and managed with applications designed for this purpose in order to avoid outages if possible and to help locate and resolve outages quickly when they happen.
Infrastructure management must be such that performance requirements can be predetermined and recovery from unforeseen outages accomplished quickly enough to fit the concept of real time. Recovery from failure is probably the main criterion by which many clients and users judge the success or failure of an operation.
Service level agreement (SLA). SLAs typically cover latency (response time), reliability and availability of the system, clearly defining performance expectations for the IT system and appropriate response actions and times by the IT service provider to correct issues.
For an SLA to be most effective, the relevant ends of a complex infrastructure must be identified and the key performance indicators (KPIs) must be agreed upon. KPIs can be monitored and measured and service levels and costs can be adjusted depending on business needs.
Global help desk. A 24/7 global help desk facility with properly trained staff is a vital part of a successful IT infrastructure. The service desk should maintain a single master database of open and closed job and problem tickets to track and resolve problems. The open and closed tickets also provide a knowledge base about the overall IT system, which allows help desk personnel to identify trends, more quickly resolve recurring issues and recommend system improvements.
An automatic call distribution (ACD) system enables not only routing of requests to an available support resource, but also to a qualified resource for the real-time product in question. Quick access to competent assistance greatly reduces the time for processing requests and enhances the value of real-time operations.
This key system component means that the quality of the infrastructure continues to improve over time, contributing to a reduction in overall system costs.
Security. The security of client data is of primary concern. However, security must also balance cost and benefit. The solution must follow best practice and address the real possible threats. A security program can generally be demonstrated as fit-for-purpose by following a recognized audit process, showing that key security technology is in place and working properly and by showing that the security system is not susceptible to bad work practices.
Hosting facilities. One approach for meeting the above requirements is to create hosting facilities to serve as a regional hub. Such a facility must:
• Host the respective servers and provide resilient network connectivity to both the Internet and to the client's private networks;
• Actively monitor and manage the performance of the servers and additional devices at each IOC site, relevant networks and the performance of applications across the network; and
• Identify trends for usage and issues to proactively correct problems and tune performance to maintain the required quality of service.
Business models that make sense
IT infrastructure costs include implementation at the hosting facility, server management, network access, global help desk, application-performance management and operations staff. Business models for allocating cost are often an obstacle to wide-spread use and optimization of IT solutions. There are typically two main business models for allocating IT costs. The first is based on a centralized IT structure. Costs are charged to business units based on a simplistic parameter like revenue or number of units. This model leaves business managers with no control or flexibility in reacting to business needs or adjusting usage based on work flow demands.
The second business model lets client/business units pay for just the services they use, but it also assumes they must buy and build that infrastructure themselves. This approach does not allow for the cost or operational efficiencies of a common infrastructure. A third approach combines the two models.
Initially, common costs for shared infrastructure are reallocated to the client/business units based on a simple parameter like revenue, enabling the buildout of the optimum centralized infrastructure based on overall business needs. Client/business units have the ability to buy, at well-publicized rates and service levels, products and services from the central pool to suit its individual needs, thus giving them the flexibility and control over the variable portion of the costs. After the initial build-out phase of the infrastructure, the model transitions completely to pay-per-usage based on client/business unit needs. This model achieves the goal of transparency to the client/business units and ensures that overall costs are kept aligned with business evolution.

Conclusion
The time is right for real-time oilfield operations. The execution of many such operations around the world is demonstrating the benefits to the industry. Since the infrastructure demands created by these operations are so high, it is important that internal and external IT service providers be prepared to offer repeatable, optimized tools and processes to support them.