NOC Theory and Practice

Описание: Speakers:
Timothy Brown, Akamai Technologies.
Matthew F. Ringel, Akamai Technologies.
Abstract: Network operations centers are not equal - some do it better than others, some do it far better than others, and some just do it. What are the elements that go into an effective, productive, and well-oiled NOC? In addition, what are the essential components a NOC, regardless of scale? What are the concerns on your mind when managing or building your NOC? Are your people happy, is your security good, are your procedures solid? Is there a good framework for evaluating NOC performance?

This talk will cover the following topics:

I. NOC Theory (Matt Ringel)

Introduction: definition of NOC as it applies to this presentation

Theory

Overview - what a NOC should do, as related to organizational needs

Methodology for dividing operations

Inputs and outputs of a NOC: what a NOC \"receives\" (events, calls, maintenance requests, etc)

What a NOC \"provides\" (status updates, resolutions, status information)

Scaling and Portability

Bare-bones NOC vs. NORAD-style NOC: compare and contrast

Modularity and the concept of a \"portable NOC\"

Disaster recovery and the portable NOC

\"Carving out\" a portable NOC

II. NOC Practice (Timothy Brown)

Introduction: what is in a good NOC?

Physical concerns - security, location, ergonomics

What to do if you are rebuilding (or building) your NOC

People concerns - retention, care and feeding/happiness, productivity

Policies and procedures: how work should be streamlined within your NOC (focus on backbone NOCs)

III. Joint presentation - Evaluating your NOC (Tim and Matt)

Criteria for evaluation - what matters

The customer\'s perspective

What you should never say to a customer

What you should promise to a customer - ETR

Example evaluation

See more at: https://www.nanog.org/meetings/nanog2...