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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?