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Table
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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
======================
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This
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is
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a
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checklist
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of
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issues
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that
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one
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should
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consider
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before
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deployment
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of
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a
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new
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service,
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regardless
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of
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whether
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the
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service
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is
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big
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or
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small.
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A
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new
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service
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should
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not
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be
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put
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into
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operation
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before
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the
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checklist
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is
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reviewed.
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For
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all
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services
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UNINETT
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operates,
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all
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points
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must
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be
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reviewed
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periodically
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by
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the
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person
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who
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is
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registered
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as
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the
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Administrative
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and/or
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Technical
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contact
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point
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for
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the
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service.
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- Is
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- the
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- service
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- registered
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- in
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- the
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- service
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- registry
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- in
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- Kind
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- (UNINETTs
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- internal
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- inventory
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- system)?
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- Are
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- all
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- contact
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- points
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- (technical,
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- administrative,
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- NOC)
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- for
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- the
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- service
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- defined
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- and
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- registered?
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- Is
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- there
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- adequate
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- staffing
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- of
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- the
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- service
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- and
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- is
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- the
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- responsibilities
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- defined
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- and
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- agreed
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- upon.
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Example:
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- If
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- the
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- NOC
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- is
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- to
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- have
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- monitoring
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- responsibility,
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- has
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- it
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- been
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- agreed
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- upon
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- that
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- the
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- service
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- can
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- be
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- included
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- in
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- the
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- normal
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- monitoring/reporting
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- scheme
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- at
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- the
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- NOC.
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- Is
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- the
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- monitoring
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- of
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- service
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- established
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- and
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- documented?
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- Does
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- the
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- service
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- documentation
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- match
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- the
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- monitoring
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- mechanisms?
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- Is
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- updated
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- operational
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- documentation
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- for
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- the
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- service
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- in
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- place?
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- Is
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- the
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- service
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- 'importance
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- factor'
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- sufficiently
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- documented,
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- eg.
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- in
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- terms
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- of
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- SLA,
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- uptime
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- requirements,
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- etc.
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- Is
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- the
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- operational
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- documentation
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- available
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- 'offline',
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- or
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- locally
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- on
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- NOC?
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- Is
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- the
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- routines
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- for
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- alerting
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- of
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- service
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- outages
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- adequately
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- documented?
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- Is
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- the
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- security
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- aspects
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- of
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- the
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- service
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- adequately
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- described
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- and
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- assured?
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- Are
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- plans
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- for
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- redundancy
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- and
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- reestablishment
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- of
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- the
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- service
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- adequately
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- described
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- and
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- assured?
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- Have
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- the
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- NOC
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- personnel
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- received
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- the
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- necessary
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- permissions
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- to
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- operate
...
- the
...
- service?
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- Have
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- the
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- NOC
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- personnel
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- received
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- the
...
- necessary
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- training
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- to
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- operate
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- the
...
- service?
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- Is
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- the
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- service
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- dependent
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- on
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- other
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- services,
...
- and
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- is
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- this
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- registered?
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- Is
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- the
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- service
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- dependent
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- on
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- specific
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- equipment,
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- and
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- is
...
- this
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- registered?
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- Who
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- are
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- actual
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- users
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- of
...
- the
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- service,
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- is
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- this
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- registered
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- as
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- a
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- service
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- subscription
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- in
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- the
...
- inventory
...
- system?
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- Is
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- the
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- necessary
...
- contacts
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- points
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- for
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- each
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- customer
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- registered?
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- Who
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- can
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- subscribe
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- to
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- this
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- service,
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- and
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- is
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- necessary
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- documentation
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- of
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- the
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- service
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- made
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- available
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- to
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- them?