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NOC front-end development and improvement
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Organisation | Topics participants are interested in sharing information about | Organisation | Topics participants are interested in getting input on |
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CESCA | Users management. How to approach our users, depending on the action (change, incident, request,..). | CESCA | Escalation of incidents. How many levels? |
RESTENA | Coverage of user support (helpdesk) | RESTENA | User (customer) information exchange: channels and content |
CERN | Integration of network and telecom support | SURFnet | How to inform/communicate with customers |
FCCN | Service Desk & Automated reporting (per member) | PIONIER | How to minimize users calls (public available FAQ? tools? documentation?) |
RedIRIS | SLAs with vendors and providers and type of contact. | BELNET | Authentication: how do you verify the caller / e-mail sender |
GNOC | Willingness to assist network customers with other services and requests outside of traditional front-line network operations, such as network redesign planning and utilizing our tool set. | ARNES | NOC to user communication (communication with more or less experienced users, how to keep user contact info up-to-date, personalized web interface for NOC to user communication) |
NORDUnet | Managing user interfaces (using people outside the NOC to aggregate user requests) | PIONIER | Serving users calls - how to automate it, distributing calls among different NOC administrators |
ARNES | What kind of agreements do you have with service providers and customers (SLA,..)? Without financial info, but just roughly descriptions of responsibilities. |
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PIONIER | Experiences in joint management application design & deployment with commercial company |
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BELNET | Introduction of our customers to the outsourced NOC's: how to change their attitude |
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NOC tools, interworking/interfacing issues, and automation
Topics participants are interested in sharing information about | Topics participants are interested in getting input on |
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Monitoring tools | Monitoring tools |
CARNET: NMS - our tool functionalities / developement | DANTE: Main Monitoring systems and alarm thresholds |
PIONIER: NOC tools - tools used in the NOC, missing functions, tools developed and maintained by PSNC | CARNET: NMS - tools (functionalities) |
ARNES: NOC tools and automation (Integration of different tools on top of a common network database, Tools for SLA monitoring, SLA reporting | |
Monitoring tools | Monitoring tools |
CARNET: NMS - our tool functionalities / developement | DANTE: Main Monitoring systems and alarm thresholds |
PIONIER: NOC tools - tools used in the NOC, missing functions, tools developed and maintained by PSNC | CARNET: NMS - tools (functionalities) |
ARNES: NOC tools and automation (Integration of different tools on top of a common network database, Tools for SLA monitoring, SLA reporting, Device authentication/authorisation management) | ARNES: NOC tools and automation (Integration of different tools on top of a common network database, Tools for SLA monitoring, SLA reporting, Device authentication/authorisation management) |
GNOC IU: Internally developed tools such our network database http://globalnoc.iu.edu/grnoc-tool-set.html | SWITCH: tools |
SWITCH: tools | GRNET: Network monitoring tools (may be different than the ones above) |
GRNET: Visualisation tools | RedIRIS: Monitoring tools. |
CESCA: NOC tools and how to adapt them to our needs (development). | FCCN: Which monitoring tools are you currently using. Which ones have you already used in the past and were abandoned. How do you keep network/topology maps updated? |
Multidomain tools: Distributed handling of incidents | Multidomain tools: Distributed handling of incidents |
| GNOC IU: What methodologies and tools do you use to understand complex cross-network relationships and dependencies? |
| SWITCH: tools to support the distributed handling of incidents |
Ticketing systems | Ticketing systems |
NORDUNET: Troubleticketing system, experiences from building our own. | SURFNET: ticketing systems |
| CESCA: Ticketing Systems, how to optimize their use. |
Knowledge management: Configuration Management Database/Network Database | Knowledge management: Configuration Management Database/Network Database |
GNOC IU: Internally developed tools such our network database http://globalnoc.iu.edu/grnoc-tool-set.html | RedIRIS: Network database and integration with other monitoring tools. |
| RESTENA: Organization of inventory (tools, DB, naming conventions,etc.) and change management (technically and administratively) |
| SURFNET: CMDB experiences |
SLA reporting and monitoring tools | SLA reporting and monitoring tools |
ARNES: NOC tools and automation (Integration of different tools on top of a common network database, Tools for SLA monitoring, SLA reporting, Device authentication/authorisation management) | ARNES: NOC tools and automation (Integration of different tools on top of a common network database, Tools for SLA monitoring, SLA reporting, Device authentication/authorisation management) |
| GRNET: Automated SLA monitoring tools |
Chat/communication/coordination tools | Chat/communication/coordination tools |
NORDUNET: Using external community tools (letting the community answer questions instead of the NOC). | |
Integration of tools | Integration of tools |
BELNET: approach & tools: how the different departments & the NOC's work together | PIONIER: data and tools integration - how? recommended tools? |
ARNES: NOC tools and automation (Integration of different tools on top of a common network database, Tools for SLA monitoring, SLA reporting, Device authentication/authorisation management) | ARNES: NOC tools and automation (Integration of different tools on top of a common network database, Tools for SLA monitoring, SLA reporting, Device authentication/authorisation management) |
RESTENA: An ""all-in-one"" NOC: structure/organization/tools | RedIRIS: Network database and integration with other monitoring tools. |
CESCA: NOC tools and how to adapt them to our needs (development). | CESCA: Integration of diferent tools. |
Efficient communication/collaboration tools and practices
Facilitate the collection/creation of best practice documents
Investigate and liaise with other communities
Flash presentation template
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GNOC IU: Internally developed tools such our network database http://globalnoc.iu.edu/grnoc-tool-set.html | SWITCH: tools |
SWITCH: tools | GRNET: Network monitoring tools (may be different than the ones above) |
GRNET: Visualisation tools | RedIRIS: Monitoring tools. |
CESCA: NOC tools and how to adapt them to our needs (development). | FCCN: Which monitoring tools are you currently using. Which ones have you already used in the past and were abandoned. How do you keep network/topology maps updated? |
Multidomain tools: Distributed handling of incidents | Multidomain tools: Distributed handling of incidents |
|---|---|
| GNOC IU: What methodologies and tools do you use to understand complex cross-network relationships and dependencies? |
| SWITCH: tools to support the distributed handling of incidents |
Ticketing systems | Ticketing systems |
NORDUNET: Troubleticketing system, experiences from building our own. | SURFNET: ticketing systems |
| CESCA: Ticketing Systems, how to optimize their use. |
Knowledge management: Configuration Management Database/Network Database | Knowledge management: Configuration Management Database/Network Database |
GNOC IU: Internally developed tools such our network database http://globalnoc.iu.edu/grnoc-tool-set.html | RedIRIS: Network database and integration with other monitoring tools. |
| RESTENA: Organization of inventory (tools, DB, naming conventions,etc.) and change management (technically and administratively) |
| SURFNET: CMDB experiences |
SLA reporting and monitoring tools | SLA reporting and monitoring tools |
ARNES: NOC tools and automation (Integration of different tools on top of a common network database, Tools for SLA monitoring, SLA reporting, Device authentication/authorisation management) | ARNES: NOC tools and automation (Integration of different tools on top of a common network database, Tools for SLA monitoring, SLA reporting, Device authentication/authorisation management) |
| GRNET: Automated SLA monitoring tools |
Chat/communication/coordination tools | Chat/communication/coordination tools |
NORDUNET: Using external community tools (letting the community answer questions instead of the NOC). | |
Integration of tools | Integration of tools |
BELNET: approach & tools: how the different departments & the NOC's work together | PIONIER: data and tools integration - how? recommended tools? |
ARNES: NOC tools and automation (Integration of different tools on top of a common network database, Tools for SLA monitoring, SLA reporting, Device authentication/authorisation management) | ARNES: NOC tools and automation (Integration of different tools on top of a common network database, Tools for SLA monitoring, SLA reporting, Device authentication/authorisation management) |
RESTENA: An ""all-in-one"" NOC: structure/organization/tools | RedIRIS: Network database and integration with other monitoring tools. |
CESCA: NOC tools and how to adapt them to our needs (development). | CESCA: Integration of diferent tools. |
Efficient communication/collaboration tools and practices
Organisation | Topics participants are interested in sharing information about | Organisation | Topics participants are interested in getting input on |
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BELNET | Approach & tools: how the different departments & the NOC's work together | RESTENA | NOC awareness and identification: internally and among user community |
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| CERN | Relation and communication between the network operations team and other internal entities (design, deployment) |
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| GNOC | How do you integrate the different groups within your NOC (Service Desk-Tier One, Engineering-Tier Two & Three, Systems Engineering, etc) so each has clear expectations of what each group does, with all working as a unified team? |
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| GNOC | What type of training methodologies do you use to bring new employees up-to-speed quickly so they can start making a valuable contribution to the operation? |
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| NORDUnet | How is knowledge dissemination handled between groups and new NOC employees? |
Facilitate the collection/creation of best practice documents
Organisation | Topics participants are interested in sharing information about | Organisation | Topics participants are interested in getting input on |
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FCCN | Past horror stories: What you can try to avoid & Murphy's Law. | CESCA | Documentation: what can and can not be documented. |
GRNET | Efficient administration of many Linux based servers | CERN | How procedures are created and stored |
CARnet | Procedures and documentations - what should be strictly put "on paper" (level of knowledge and procedures) from our experience | GNOC | How do you organize and update your internal documentation environment for easy access and search, as well as providing clear and accurate information? |
BELNET | Scripting & naming convention: making the network more consistent for the NOC |
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BELNET | Keeping the quality of the NOC's in check over time: means & experiences |
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Investigate and liaise with other communities
Organisation | Topics participants are interested in sharing information about | Organisation | Topics participants are interested in getting input on |
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GNOC | International networking efforts |
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Flash presentation template
Purpose
The purpose of the flash presentations going to be held at the TF-NOC meeting in February 2011 is the following:
To get an overview of how other NOCs participating in TF-NOC work.
To give some food for thoughts to what is interesting to include in the upcoming TF-NOC survey.
To give some answers to questions that some NOCs are interested to hear how others are handling.
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