Fall 2006 Internet2 Member Meeting

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Exploring Possibilities: Best Practices for Network Operations Centers

Time 12/05/06 08:45AM-10:00AM

Session Abstract

In this moderated session, panelists and session attendees will explore the challenges and opportunities common in the operation of a 24x7 Network Operations Center (NOC). Panelists will include network directors, managers and engineers. Session topics will include: - NOC organizational structure - compare and contrast how different organizational structures enhance or inhibit various aspects of NOC operations, e.g. are your systems and network operations staff combined? - Roles / responsibilities - what is expected of NOC staff? Do you have defined criteria or specific knowledge requirements? - Tools ? What network monitoring tools do you use? Are there important features that lead to the selection of your toolset? In what ways are they lacking? How are you measuring network and staff performance? What network metrics do you report on? - Customer service issues - Do you measure customer satisfaction? Perform customer surveys? Engage customers in process improvement? - Have you considered outsourcing? What are the pros and cons? - Best practices - How are escalations handled? What processes are used for improving documentation? Training? - What special considerations are important in preparing to monitor an optical network?

Speakers

Speaker Kevin Schmidtke University of Wisconsin-Madison

Speaker Kika Barr WiscNet

Speaker Perry Brunelli University of Wisconsin-Madison

Speaker Steve Peck Indiana University-Purdue University Indianapolis (IUPUI)

Presentation Media

Secondary tracks Network Planning and Engineering

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