NOC Knock... ...who's there? NOC Frontend Development & - - PowerPoint PPT Presentation

▶
noc knock
SMART_READER_LITE
LIVE PREVIEW

NOC Knock... ...who's there? NOC Frontend Development & - - PowerPoint PPT Presentation

Mar 01, 2023 267 likes •841 views

NOC Knock... ...who's there? NOC Frontend Development & Improvement Rachael Holt (HEAnet) & Gareth Eason (HEAnet) TF-NOC Preparation Meeting, Copenhagen, 3 r d May 2010 Who am I? (slide 2 of 318) Gareth Eason - Network

slide-1
SLIDE 1

...who's there? NOC Frontend Development & Improvement

Rachael Holt (HEAnet) & Gareth Eason (HEAnet)

TF-NOC Preparation Meeting, Copenhagen, 3r

d May 2010

“NOC Knock...”

slide-2
SLIDE 2

Who am I? (slide 2 of 318)

  • Gareth Eason
  • Network Operations Manager, HEAnet
  • Rachael Holt
  • School's Network Operation Centre,

HEAnet

slide-3
SLIDE 3

(slide 3 of 318)

Don't worry... ... I do not really have 318 slides.

slide-4
SLIDE 4

...however...

This is only presentation #1 (of at least 2) ... because this one has no answers,

  • nly questions...
slide-5
SLIDE 5

Overview

  • What does your NOC look like?
  • Who are your users and what do they want?
  • How do your users interact with the NOC?
  • What expectations do your customers have?
  • Faults, SLAs & Contracts
  • Reporting & Statistics
  • What do you want from your NOC (and how to

get it?)

slide-6
SLIDE 6

Overview

I want to change:

  • 1. how you think about your NOC
  • 2. how your NOC thinks about its customers
slide-7
SLIDE 7

Overview

  • What does your NOC look like?
  • Who are your users and what do they want?
  • How do your users interact with the NOC?
  • What expectations do your customers have?
  • Faults, SLAs & Contracts
  • Reporting & Statistics
  • What do you want from your NOC (and how to

get it?)

slide-8
SLIDE 8

What does your NOC look like?

slide-9
SLIDE 9

What does your NOC look like?

slide-10
SLIDE 10

What does your NOC look like?

slide-11
SLIDE 11

What does your NOC look like?

slide-12
SLIDE 12

What does your NOC look like?

slide-13
SLIDE 13

What does your NOC look like?

slide-14
SLIDE 14

What does your NOC look like?

slide-15
SLIDE 15

What do you call your NOC?

  • NOC / Network Operations Centre
  • NMC / Network Management Centre
  • Service Desk (ITIL)
  • Call Desk
  • Support Desk / Technical Support
  • Help Desk
  • The Hell Desk?
slide-16
SLIDE 16
slide-17
SLIDE 17

What is a NOC?

  • SpoC (Single Point of Contact)
  • for users / customers / clients
  • for suppliers
  • for the rest of your business
  • Gatekeeper for change management
slide-18
SLIDE 18

What is a NOC?

  • Public face of your company
slide-19
SLIDE 19

Overview

  • What does your NOC look like?
  • Who are your users and what do they want?
  • How do your users interact with the NOC?
  • What expectations do your customers have?
  • Faults, SLAs & Contracts
  • Reporting & Statistics
  • What do you want from your NOC (and how to

get it?)

slide-20
SLIDE 20

Who are your users?

  • Customers
  • Suppliers
  • Other parts of your business
  • Service Development?
  • Other NOCs
  • Potential new customers
  • General Public
  • Law enforcement?
  • The internet at large
slide-21
SLIDE 21

What do users want?

  • Easy to contact
  • Available
  • Accurate, timely information
  • Honesty (realism?)
  • Consistency
  • Empowerment
  • Understanding of their needs
slide-22
SLIDE 22
slide-23
SLIDE 23

What does failure mean?

  • Employees sitting idle?
  • Systems unavailable?
  • Project funding deadline missed?
  • Loss of revenue?
  • Irate end-users?
  • Loss of good-will?
slide-24
SLIDE 24

What does failure mean?

slide-25
SLIDE 25

Overview

  • What does your NOC look like?
  • Who are your users and what do they want?
  • How do your users interact with the NOC?
  • What expectations do your customers have?
  • Faults, SLAs & Contracts
  • Reporting & Statistics
  • What do you want from your NOC (and how to

get it?)

slide-26
SLIDE 26

How do users interact with you?

  • Phone
  • E-mail
  • SMS
  • Web portal
  • Front desk
  • Ticketing system
slide-27
SLIDE 27

...when there's a fault?

slide-28
SLIDE 28

...when there's a fault?

  • Out of band?
  • Website on alternate ISP?
  • VoIP v POTS
  • Twitter / Instant Messaging

Are you most contactable during a fault?

slide-29
SLIDE 29

Communications Policy

  • Who contacts who when a fault occurs?
  • Status page?
  • Do you have a communications policy?
slide-30
SLIDE 30

IVR Phone Systems

  • Interactive Voice Response
  • Direct call to right place?
  • Annoying?
slide-31
SLIDE 31

Tiers of support

  • Silos of knowledge (horizontal)

v

  • Silos of authority (vertical)

Level 1 Level 2 Level 3 Authority Networks Multimedia Systems

slide-32
SLIDE 32

Tiers of support

  • Ease of escalation
  • Who is customer facing?
  • Can customer find the 'right' contact quickly?
  • Frustration == bypass the process
slide-33
SLIDE 33

Overview

  • What does your NOC look like?
  • Who are your users and what do they want?
  • How do your users interact with the NOC?
  • What expectations do your customers have?
  • Faults, SLAs & Contracts
  • Reporting & Statistics
  • What do you want from your NOC (and how to

get it?)

slide-34
SLIDE 34

Customer expectations

slide-35
SLIDE 35

Measuring expectation

  • Set reasonable expectations
  • What do customers expect?
  • Have you asked them?
  • How do you measure achievement?
slide-36
SLIDE 36
slide-37
SLIDE 37

What do users expect?

  • Easy to contact
  • Available
  • Accurate, timely information
  • Honesty (realism?)
  • Consistency
  • Empowerment
  • Understanding of their needs
slide-38
SLIDE 38

Improving

  • Customer forum
  • Mailing list
  • FAQs
  • Status page

Create a community of customers

slide-39
SLIDE 39

Overview

  • What does your NOC look like?
  • Who are your users and what do they want?
  • How do your users interact with the NOC?
  • What expectations do your customers have?
  • Faults, SLAs & Contracts
  • Reporting & Statistics
  • What do you want from your NOC (and how to

get it?)

slide-40
SLIDE 40

Faults

  • Communication plan
  • Who alerts whom?
  • Who needs to know?
  • What do they need to know?
  • Regular updates?
  • Resource management
  • Communication v repairing
slide-41
SLIDE 41

Triage

  • Assigning priority to faults
  • Who decides priority?
  • Visibility of priorities to customers
  • Priority for
  • Faults
  • Customers
slide-42
SLIDE 42

SLAs

  • Service Level Agreements
  • Agree them!
  • Measurable
  • Meaningful
  • Realistic
slide-43
SLIDE 43

Contract Management

  • Does the NOC know the contract details?
  • MSA -> SS -> SLA
  • Contract must reflect

what you need

  • => what your

customers want

  • Details for another presentation

MSA SS SS SS SS SLA SLA SLA

slide-44
SLIDE 44

Overview

  • What does your NOC look like?
  • Who are your users and what do they want?
  • How do your users interact with the NOC?
  • What expectations do your customers have?
  • Faults, SLAs & Contracts
  • Reporting & Statistics
  • What do you want from your NOC (and how to

get it?)

slide-45
SLIDE 45

Reporting & Statistics

“Facts are stubborn things, but statistics are more pliable”

  • - Mark T

wain

slide-46
SLIDE 46

Useful reporting

  • What's useful to the customer?
  • Availability? Throughput? Latency?
  • Reason for fault?
  • Mitigation / prevention of future faults?
  • Open / Pending issues?
  • Usage?
  • Compliance with SLA?
  • Unused services? (Up-selling to clients!)
slide-47
SLIDE 47

Doing it wrong

  • The core network is 99.999% available...

(but does the client have service?)

slide-48
SLIDE 48

Measuring goodness

  • Is the NOC doing it's job?
  • Customer satisfaction survey?
  • Time to repair?
  • Service availability?
  • Response time (on phone? Via e-mail?)
  • Reputation – what are people writing on blogs?
slide-49
SLIDE 49

Overview

  • What does your NOC look like?
  • Who are your users and what do they want?
  • How do your users interact with the NOC?
  • What expectations do your customers have?
  • Faults, SLAs & Contracts
  • Reporting & Statistics
  • What do you want from your NOC (and how to

get it?)

slide-50
SLIDE 50

Best NOC provides comfort

slide-51
SLIDE 51

Getting the best from your NOC

  • NOC (as SpoC) represents the face of your

company!

  • Hire & retain the right people
  • Communication plan
  • Customer self-service
  • Available during a fault
  • Get to know your customers and their needs
slide-52
SLIDE 52

AT & T Self Service

slide-53
SLIDE 53

NOC of the future

  • Managing cloud services
slide-54
SLIDE 54

Conclusions

I want to change:

  • 1. how you think about your NOC
  • 2. how your NOC thinks

about its customers

slide-55
SLIDE 55

Conclusions

I want to change:

  • 1. how you think about your NOC
  • 2. how your NOC thinks

about its customers NEXT TIME: We'll look at tools and processes to help Clue: You have one already, the TF-NOC!

slide-56
SLIDE 56

...who's there? Doctor... ...Doctor Who? Yes! How did you know? Is it because my TARDIS is parked on your lawn?

“NOC Knock...”