Page History

RESTENA

Infrastructure building and operations
(dark fiber, net devices,
server-rooms, POPs, servers)

RedIRIS

Acquiring, management and operation of dark fibre.

FCCN Core equipment vendor/make, approx numbers

Deployed network (Optical/Ethernet/IP)

Network type (IP only, hybrid, switched/transmission only, LAN only)

DANTE

Core equipment vendor/make, approx numbers;

CESCA

Virtualization of the network

RedIRIS

Type of network. Equipment and type of lines

SWITCH

Acquiring and managing dark fiber

Acquiring, management and operation of dark fibre.

Management of fibers - with segments from different providers

Network services: IPv4/IPv6/multicast IPv4/multicast IPv6/VPNs/QoS/etc

DANTE

Network type (IP only, hybrid, switched/transmission only, LAN only)

CARNet

Network, users & Core/Access nodes
- how to treat different users
and different parts of network

Reaching your network from anywhere

FCCN

Out-of-band access to our network

Out-of-band systems (MRV using GSM/GPRS)

NORDUnet

Reaching your network from anywhere (out-of-band, in-band and VPN)

CESCA

Survey for our services, what to ask and how?

FCCN

Which services and incidents are covered Services managed by the NOC. ? How do you deal
with requests/incidents that are outside your NOC's scope?

RESTENA

Services operated (from lambdas to large scale e-mail accounts)

RedIRIS

Services managed by the NOC.

GRNET What scope of services does the NOC support? Networking?
Servers? Value added services like DNS, web hosting, etc.? HPC?

Providing VPS service

Responsibilities (e.g. monitoring, configuring/provisioning,
direct or indirect repairs, DNS updates, RIPE updates,
POP access and deliveries, reporting);

Responsibility of your NOC: how far does it go?

NORDUnet

What other services than the network does your NOC operate and
and how do they differentiate from the network service?

DANTE 

Which services and incidents are covered by the NOC?
How do you deal with requests/incidents that are outside your NOC's scope?

Network services: IPv4/IPv6/multicast IPv4/multicast IPv6/VPNs/QoS/etc

DANTE 

Connected networks: Types of organization and approx numbers for
subscribers,
peers and upstream IP providers- Roles and responsibilities
(structure, who does what)

Operation of CERT team and security policies

Number (approx) of ticket mail lists the NOC is on,
and approx number of tickets received on these lists

Staffing, internal escalations, handover and schedule

NOC activities/coverage and staff (network, services, community details)

24x7x365 service support

24 x 7 NOC cover. Do you provide it? What SLA?
How do you hire staff and plan rotas, etc?
Is there a real client demand for it?

How is the 24x7x365 NOC service guaranteed?

Hours of operation (office and on-call)

How operation is done outside working hours including weekends

Pros and contras for dedicated NOC personnel

How common experience is handled: specialized vs. universal team members

DANTE

Responsibilities (e.g. monitoring, configuring/provisioning, direct or indirect
repairs, DNS updates, RIPE updates, POP access and deliveries, reporting)

BELNET

Responsibility of your NOC: how far does it go?

GRNET

operation of CERT team and security policies

HEAnet

What scope of services does the NOC support? Networking? Servers?
Value added services like DNS, web hosting, etc.? HPC?

NORDUnet

NOC organisation (staffing, internal escalations, handover and schedule)

RESTENA

Staff organization, i.e. services support strategy (per person/team/NOC)
with their respective pros/cons

RESTENA

24x7x365 service support

CARNet A network knowledgeable tier-one Service Desk that can
assess network issues intelligently and can provide engineering
with helpful information as they begin troubleshooting.

NOC organization and procedures: Tier1-N functions,
# of persons in
shifts and in total, work quality control, peak hours

DANTE

Hours of operation (office and on-call);

RedIRIS

Organisation and roles of NOC members. Number of levels. Outsourced vs.
staff-in NOC. Pros and cons. Functions. Experience with externalized NOC.

ARNES

Pros and contras for dedicated NOC personnel

RESTENA

NOC activities/coverage and staff (network, services, community details)

DANTE

Organization (tiers, and which tiers are in-house or outsourced);

RedIRIS

Optical NOC differentiated from IP NOC?

GNOC at
Indiana University

A network knowledgeable tier-one Service Desk that can assess network
issues intelligently and can provide engineering with helpful information as
they begin troubleshooting.

HEAnet

How are staff hired for the NOC? Skillsets? Interview processes?

CERN

Structure and roles in a multi-layer NOC operating multi-type networks
(campus network, international research network, internet exchange point)

CERN

How operation is done outside working hours including weekends

PIONIER

Networks PIONIER (NREN) and POZMAN - technical structure (DWDM,
switches, routers) and its influence to NOC structure, organizational structure:
Layer 1,2 (NOC) and Layer 3 (IP NOC), employees and their functions

FCCN

How is the 24x7x365 NOC service guaranteed?

GNOC at
Indiana University

Structure and roles in a multi-layer NOC operating multi-type networks
(campus network, international research network, internet exchange point)

Staff organization, i.e. services support strategy
(per person/team/NOC) with their respective pros/cons

Global Research NOC Service Desk provides 24x7x365 technical call
center
support, trouble ticket management, and workflow support.
The service desk
is housed in a state-of-the-art call center in Indiana
University's Informatics
and Communications Technology Complex (ICTC)
on Indiana University's
Indianapolis campus. This call center features a fully
customizable 30-foot
screen used to monitor and troubleshoot the current
health of the various
networks supported.  We provide NOC support for the
most advanced
research and education networks in the country.

GNOC at
Indiana University

With R&E networking moving towards having more regional connectedness
between smaller networks, RON's, universities, etc, are you planning for a
new phase in networking where specific operational differences between
NOC's may negatively affect the reliability of the services provided?
(for example: different response levels from hardware and fiber vendors,
vastly different maintenance windows, NOC's not being 24x7, etc.)

Technical structure (DWDM, switches, routers) and its influence to
NOC structure, organizational structure: Layer 1,2 (NOC) and
Layer 3 (IP NOC), employees and their functions

HEAnet

24 x 7 NOC cover. Do you provide it? What SLA? How do you hire staff
and plan rotas, etc? Is there a real client demand for it?

CERN

How common experience is handled: specialized vs. universal team members

SURFnet

Managing an outsourced NOC

BELNET

Distributed NOC's (as opposed to a NOC on a central location): pro's & con's

CERN

Optical NOC differentiated from IP NOC?

Transforming 2 layer network support into 3 layer support with outsourcing

Organisation and roles of NOC members. Number of levels.
Outsourced vs. staff-in NOC. Pros and cons. Functions.
Experience with externalized NOC.

support with outsourcing

BELNET

Good & bad experiences with outsourcing

BELNET

Lessons learned from outsourced incident & change management

CESCA Tiers, and which tiers are in-house or outsourced

Partially outsourced NOCs (24x7, weekends,...): what kind of information do
do you give them, how do they interact with you and your users? you and your users?

CARNet

organization, tiers, team operating hours, knowledge sharing

SURFnet

branding of Managing an outsourced NOC

Branding of an outsourced NOC

Lessons learned from outsourced incident & change management

DANTE

Number (approx) of ticket mail lists the NOC is on, and approx number
of tickets received on these lists

CARNet Knowledge sharing

Knowledge management and NOC staff training

CARnet

NOC staff job description

HEAnet 

How are staff hired for the NOC? Skillsets? Interview processes?

ARNES

NOC assessment and KPI - measuring NOC performance

CARnet

NOC key performance indexes
- how to measure/to improve?

GRNET

NOC key performance indexes,

HEAnet

How do you assign value to what the NOC does?
 Do you cross charge for projects that will be handed over to the NOC?
 How to you prove to upper management that the NOC is good value for money?

Procedures used in the NOC - the good and bad things

Presentation of the NOC's current procedures &
 who is responsible for maintaining them

Workflows

SURFnet

Procedures - the good and bad things

FCCN 

How do you deal with performance issues/incidents and e2e issues
regarding traffic that flows through your network.

SWITCH

Work flows

FCCN

Do you have/use a fixed maintenance window?

PIONIER

Procedures used in our NOC

NORDUnet 

What kind of routines are used in regards to change management
(e.g. in planned maintenance)?

Do you have/use a fixed maintenance window?

How are new services and users provisioned?

How does your NOC take care of incident handling?

BELNET

Procedures: presentation of the NOC's current procedures & who is
responsible for maintaining them

SWITCH

Incident handling

PIONIER

(D-)DoS - how to detect network attacks

DANTE

Target What are your target repair times? ;

CARNet

How to work proactively in NOC (active/passive monitoring)

NORDUnet

How are new services and users provisioned?

HEAnet

How do NOCs source support and SLAs? What about penalty clauses?
What's reasonable, what works and how are they enforced?