the HEAnet NOC(s) Gareth Eason (HEAnet) TF-NOC meeting, Ljubljana, - - PowerPoint PPT Presentation

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the HEAnet NOC(s) Gareth Eason (HEAnet) TF-NOC meeting, Ljubljana, - - PowerPoint PPT Presentation

Jan 23, 2024 383 likes •471 views

TF-NOC flash presentation the HEAnet NOC(s) Gareth Eason (HEAnet) TF-NOC meeting, Ljubljana, 15 th Feb 2011 the network dark fibre (~2,600km) + managed circuits (ADSL, 10Mb-1Gb, wireless) national network, direct to customers (L1)

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SLIDE 1

TF-NOC flash presentation

the HEAnet NOC(s)

Gareth Eason (HEAnet)

TF-NOC meeting, Ljubljana, 15th Feb 2011

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SLIDE 2

the network

  • dark fibre (~2,600km) + managed

circuits (ADSL, 10Mb-1Gb, wireless)

  • national network, direct to customers
  • (L1) ADVA FSP 3000 eROADM
  • (L2) Cisco 7200/3750/3400, Juniper

MX480

  • (L3) Cisco CRS-1, Juniper + Cisco CPE
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SLIDE 3

the network

  • Connectivity (99.97%)
  • IP & transit (v4 & v6)
  • network value-added services
  • procurement
  • consultancy & advice
  • ...ITIL Service Catalogue

tools

  • RT, Cacti, Nagios, (MRTG, Cricket, …)
  • PerfSONAR, vendor specific tools
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SLIDE 4

noc structure

  • 24 x 7 x 365 NOC
  • 09:00 – 17:30, manned NOC
  • 17:30 – 09:00, weekends, etc., on-call with

escalation paths

  • in-sourced NOC, weekly rota system:
  • 2 x primary, 1 x backup, 1 x out of hours; ~35

engineers

  • outsourced support:
  • on-site equipment replacement
  • optical transmission
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SLIDE 5

front end

  • 2 x NOCs : 64 clients; ~4,000 schools
  • customers
  • university IT/IS departments
  • IT personnel in research organisations
  • (dedicated 1st/2nd line support for schools)
  • tools
  • self-built 'CRM' & ticketing system; migrating to RT

+ self-built system

  • SLAs
  • Every service has at least one!
  • e.g. 99.97% availability; 2 hour response time; etc.
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SLIDE 6

inter-noc communication

  • heavily reliant on e-mail
  • EduPERT : defined contacts
  • GÉANT / DANTÉ / etc. communities
  • providers
  • Swap ticket reference numbers – no automation
  • customers
  • Client Portal (beta) : http://portal.heanet.ie
  • defined contacts (ClientDB CRM)
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SLIDE 7

documentation

  • internal wiki
  • processes, procedures, workflows, escalation paths,

etc.

  • all NOC personnel can (and should) edit it
  • Replicated and available off-line (for DR)
  • custom in-house 'CRM' system: ClientDB
  • contact information, authority, PoP addresses, etc.
  • definitive, authoritative source of information.
  • integrates with other systems
  • working on integration of ITIL methods