Global Research Global Research NOC NOC at I ndiana at I ndiana - PowerPoint PPT Presentation

Global Research Global Research NOC NOC at I ndiana at I ndiana at I ndiana at I ndiana University University February 1 February 1 5 5 , 2 0 1 , 2 0 1 1 1 Steve Peck Service Desk Manager Se ce es a age

Global R Global Resear Global R Global Resear search Netw search Netw Networ Networ ork ork k Oper k Oper Operations Operations tions tions C C C C Cen Cen enter enter t t t t er er

NOC O gani ation NOC O gani ation NOC Organization NOC Organization  The GlobalNOC is an organization h l b l within Indiana University  Centralized in Indiana, USA (Bloomington & Indianapolis) (Bloomington & Indianapolis).  A few staff work remotely

S Ser S Ser S S ervices ervices i i i i ces Of ces Of Off Offer Offer Off O O ered & ered & d & d & d & Maintaine d & Maintaine & M i t i & M i t i ned ned d d  Service Desk  Network Engineering  Network software & tools  Network software & tools  Systems administration  Network planning & consultation  Network research & development p  Project management

NOC St NOC St NOC Structure NOC Structure ct ct e e 24/ 7/ 365 Service Desk & 24/ 7/ 365 Service Desk & Engineering support (all levels)  Tier 1 Service Desk (25) - Network support  Tier 1 Service Desk (25) Network support coordination and customer service (entry level to knowledgeable technicians) (entry level to knowledgeable technicians)  Tier 2 Engineering (17) (D (Day-to-day engineering & installations) t d i i & i t ll ti )

NOC Structure NOC Structure NOC Structure NOC Structure 24/ 7/ 365 Service Desk & Engineering support (all levels)  Tier 3 Engineering and Network Planning (8) Tier 3 Engineering and Network Planning (8) (experts)  Systems & software support engineers (20) S & f (20) (mid-level developers to experts)  Project management team (5) (certified trained professionals)

T pes of Use s T pes of Use s Types of Users Types of Users  Indiana University staff and students I di U i i ff d d  Research and education networks  NOAA (a department in the U.S. Government)  Commercial partners in R&D projects

Use Ag eements & T acking Use Ag eements & T acking User Agreements & Tracking User Agreements & Tracking  No SLA’s N SLA’  Provide operational goals  Database & ticketing system keep track of users  Communicate with users through traditional methods traditional methods

NATION NATION TIONAL NETW TIONAL NETW AL NETWORKS AL NETWORKS ORKS ORKS

INT INTERN INT RNATION INT INT RNATION INTERN INT INT RNATION RNATION TIONA N TIONA N IONAL N IONAL N NETW N TWORKS NETW N TWORKS TWORKS TWORKS ORKS ORKS RKS RKS

REGION REGIONAL NETW REGION REGIONAL NETW AL NETWORKS AL NETWORKS ORKS ORKS

AGGREG AGGREG GREGATION POINTS GREGATION POINTS ION POINTS ION POINTS OmniPoP

INDIAN INDIANA B INDIANA B INDIAN INDIANA B INDIAN INDIANA B INDIAN A BASED NETW A BASED NETW A BASED NETW A BASED NETW SED NETWORKS SED NETWORKS SED NETWORKS SED NETWORKS ORKS ORKS ORKS ORKS

PROJECTS PROJECTS PROJECTS PROJECTS

I nf ast I nf ast I nfrastructure Deployed I nfrastructure Deployed ct ct e Deplo ed e Deplo ed  Fiber  Layer 1,2,3 networking devices Layer 1,2,3 networking devices  Monitoring and measurement d devices i

Tools Tools Tools Tools  Footprints trouble ticket system (over p y ( 15,000 tickets a year)  Network Management System (NMS)  Network information database  Nagios (core) & AlertMon (front-end) g ( ) ( )  SNAAP (SNMP data collector)  All developed in-house except All d l d i h t Footprints & Nagios!

Tools Tools Tools Tools  GlobalNOC Atlas & Worldview*  GlobalNOC Atlas & Worldview  SHERPA – Dynamic circuit configuration  LLAMA* - DWDM system measurement  LLAMA* - DWDM system measurement  All developed in-house p  Tool set offered as a managed software service  http://globalnoc.iu.edu/grnoc-tool- set.html

Tool I nteg ation Tool I nteg ation Tool I ntegration Tool I ntegration  Database populates our monitoring Database populates our monitoring tools;  DB provides hooks into AlertMon; p ;  DB is integrated with ticketing system  DB is integrated with customer notification tool, also has hooks to ti k ti ticketing system. t  New provisioning tool

TOOLS: Global NOC Database TOOLS: Global NOC Database

TOOLS TOOLS TOOLS: TOOLS: AlertMon Ale tMon Ale tMon AlertMon

TOOLS TOOLS TOOLS: World View TOOLS: World View Wo ld Vie Wo ld Vie

NOC NOC NOC-to NOC to to NOC Comm nication to-NOC Communication NOC Comm nication NOC Communication  Cisco Telepresence Ci T l  Traditional video and phone bridges & conferences  IM & chat with remote partners p  Specific listservs & forums for communication communication

NOC Doc mentation NOC Documentation NOC Documentation NOC Doc mentation  Use WebGUI software application U W bGUI f li i  Standard operating procedures Sta da d ope at g p ocedu es  Technical information & guides  Extensive network detail in database  Extensive network detail in database  Training material and “How To’s”

“Best P actices” Doc mentation “Best P actices” Doc mentation “Best Practices” Documentation “Best Practices” Documentation  Incident response I id  Problem Management  Change management  Ticket priority & severity  Customer circuit/connection turn-up process p

Contact the Global NOC Contact the Global NOC Contact the Global NOC Contact the Global NOC • Email: globalnoc@iu.edu • Phone: (317) 278-6630 • Phone: (317) 278 6630 • GRNOC Web Pages: http://globalnoc.iu.edu/

Questions or Comments??? Questions or Comments??? Questions or Comments??? Questions or Comments??? Steve Peck speck@iupui edu speck@iupui.edu (317) 274-4968