Workflow

Table of content

Description

There are many different workflows, processes and procedures used by a NOC to manage their day to day work.
The goal of this page is to share information about our workflows, processes and procedures to learn from and help each other.

What is interesting to know about workflows

Please list below what you think is interesting information to include when sharing your workflows, processes or procedures.
That way we will get a better idea what information is useful to include when sharing.

Examples

Feel free to add your own examples on this page.
Or send them to the TF-NOC mailing list and someone will upload them here for you.

Service deployment checklist

NORDUnet

The below checklist is used when new services are handed over to the NOC to make sure they have the required information to manage the service correctly.

The following pre-requisites must exist before new services can be released and handed over to the NOC for operations:

• A service level agreement (SLA) with the customer
• Any documentation required for the NOC to fulfill the service level as specified in the SLA
• An appointed system owner within the NOC
• The external service owner has been informed and accepted the procedure on how to receive and get operational information
• Monitoring and statistics gathering from NAGIOS
• Backup, including integration with databases etc that require special handling
• For any 3rd party vendor:
  • Underpinning contract (UC)
  • Established in the Relations list on portal(wiki)
  • General contact information
  • Login for the NOC in any vendor customer relation/support web site.
  • Escalation procedures
  • Establish vendor in Editgrid or Jira for handling the vendor in the ticket system

UNINETT

The below checklist is not an officially approved procedure in UNINETT, but something the NOC use to
make sure they have all the information they need to operate a new service.

Checklist for services
======================

This is a checklist of issues that one should consider before
deployment of a new service, regardless of whether the service is big
or small. A new service should not be put into operation before the
checklist is reviewed.

For all services UNINETT operates, all points must be reviewed
periodically by the person who is registered as the Administrative
and/or Technical contact point for the service.

• Is the service registered in the service registry in Kind (UNINETTs internal inventory system)?
• Are all contact points (technical, administrative, NOC) for the service defined and registered?
  • Is there adequate staffing of the service and is the responsibilities defined and agreed upon.
    Example: If the NOC is to have monitoring responsibility, has it been agreed upon that the service can be included in the normal monitoring/reporting scheme at the NOC.
• Is the monitoring of service established and documented?
  • Does the service documentation match the monitoring mechanisms?
• Is updated operational documentation for the service in place?
  • Is the service 'importance factor' sufficiently documented, eg. in terms of SLA, uptime requirements, etc.
  • Is the operational documentation available 'offline', or locally on NOC?
  • Is the routines for alerting of service outages adequately documented?
• Is the security aspects of the service adequately described and assured?
• Are plans for redundancy and reestablishment of the service adequately described and assured?
• Have the NOC personnel received the necessary permissions to operate the service?
• Have the NOC personnel received the necessary training to operate the service?
• Is the service dependent on other services, and is this registered?
• Is the service dependent on specific equipment, and is this registered?
• Who are actual users of the service, is this registered as a service subscription in the inventory system?
  • Is the necessary contacts points for each customer registered?
• Who can subscribe to this service, and is necessary documentation of the service made available to them?