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TNC2009:NOC panel discussion

Dirk HAEXCoordinator Networks09/06/2009

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Agenda

- BELNET in a nutshell

- Helpdesk and NOC evolution a long time ago / some time ago

lessons learned today: approach and tools

- ‘Scripted’ change management

rationales

example and advantages

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BELNET in a nutshell

15 years BELNET

- More… autonomy

employees bandwidth and resilience networks and services customer oriented

- But… change in statute necessary!

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BELNET in a nutshell

Current organisation

24x7 Helpdesk

24x7 NOC

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BELNET in a nutshell

The BELNET network

35 ROADMs4 core routers33 access routers63 x 10 Gbit/s connections

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BELNET in a nutshell

Other networks

- BNIX 3 devices, 3 x 10 Gbit/s

69 connections layer 2 platform focussed on commercial market

- FedMAN Belgian federal MAN

68 devices, 70 x 1 Gbit/s 45 connections

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Helpdesk and NOC evolutionA long time ago

- Internal Helpdesk and NOC (Business hours)

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Helpdesk and NOC evolutionSome time ago

- Internal Helpdesk & NOC (Business hours)

- 24x7 ‘Watch Service’ for the backbone

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Helpdesk and NOC evolutionIn 2006...

- First experience with NOC outsourcing- Incident and Change Management- 24/7Helpdesk and NOC for FedMAN- 3 layers: Helpdesk – NOC - BELNET

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Lessons learned (1)

- Outsourced incident management

added value? Yes!

clear procedures customer is ‘key’ close follow-up collaborative tools beware of pitfalls

Helpdesk and NOC evolution

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Lessons learned (2)

- Outsourced change management

added value? Not really

time consuming potentially dangerous

→ reputation

→ reaction from employees

Helpdesk and NOC evolution

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Today: approach and tools (1)

Helpdesk and NOC evolution

Incident Management

Outsourced (transparant)

24x7

Phone and e-mail

3 layers contact

Change Management

BELNET

Business hours

Phone and e-mail

Direct contact

Support / Advice

BELNET

Business hours

Phone and e-mail

Direct contact

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Today: approach and tools (2)

Helpdesk and NOC evolution

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Helpdesk and NOC evolutionToday: approach and tools (3)

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Helpdesk and NOC evolutionToday: approach and tools (4)

24/7 BELNET Helpdesk

BELNET customer

Monitoring

outsourced

Ticketing system

CRM

NOC

Services

Networks

Customer update

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- Change in expectations- ‘always on’ - commodity- new business models

- Take nothing for granted - 24x7 organisation is not

trivial - anticipate the workload - talk with your peers!

Helpdesk and NOC evolutionConclusions

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- Script to automate configurations

- Backbone design BGP full mesh

MPLS LSP full mesh

- Change Management IP services

PtP Ethernet services

‘Scripted’ change managementRationales

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- BELNET customer: static routing

- Before: manual configuration:

logical interface

anti-spoofing filter policer to ratelimit traffic static route

- Now: scripted! all parameters on 1 line!

‘Scripted’ change managementExample and advantages (1)

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- Concrete case: KHLEUVEN customer category

commercial bandwidth interface ptp subnet type of routing customer prefix(es)

‘Scripted’ change managementExample and advantages (2)

“ADD research 100m fe-3/0/0.0 193.191.9.16/29 static prefix=193.190.138.0/24”

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- Benefits:- Single line concept

automated configuration

uniform & consistent config

same syntax everywhere much more efficient detect config anomalies

- Smooth integration with tools

‘Scripted’ change managementExample and advantages (3)

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Thank you for your attention. Any questions?