Re: NOC Best Practices

[JoeSox <joesox () gmail com>]

I believe, myself included, are hesitant to answer because it really
depends upon a lot of variables. Type of business your NOC is running,
the operating budget, number of racks, etc.
The details matter when narrowing things down.

But yes, I have seen this ITIL
http://www.frontrange.com/
click the Register for a Free ITIL Success Kit!

You may be interested in.
--
Thanks, Joe

On Fri, Jul 16, 2010 at 11:34 AM, Kasper Adel <karim.adel () gmail com> wrote:
> Thanks for all the people that replied off list, asking me to send them
> responses i will get.
>
> I got nothing other than :
> http://www.nanog.org/meetings/nanog24/abstracts.php?pt=OTM1Jm5hbm9nMjQ=&nm=nanog24
> and
>
> Network Management-  Accounting and Performance Strategies - Just the first
> three chapters
>
> Which is useful but i am looking for more stuff from the best people that
> run the best NOCs in the world.
>
> So i'm throwing this out again.
>
> I am looking for pointers, suggestions, URLs, documents, donations on what a
> professional NOC would have on the below topics:
>
> 1) Briefly, how they handle their own tickets with vendors or internal
> 2) How they create a learning environment for their people (Documenting
> Syslog, lessons learned from problems...etc)
> 3) Shift to Shift hand over procedures
> 4) Manual tests  they start their day with and what they automate (common
> stuff)
> 5) Change management best practices and working with operations/engineering
> when a change will be implemented
>
> Should i be looking for ITIL stuff or its not any good?
>
> Thanks,
> Kim
>
> On Wed, Jul 14, 2010 at 8:24 PM, Kasper Adel <karim.adel () gmail com> wrote:
>
> > Hello Everyone,
> >
> > I am currently working on building a NOC so i'm looking for
> > materials/pointers to Best Practices documented out there.
> >
> > On the top of my head are things like:
> >
> > 1) Documenting Incidents and handling them
> > 2) Documenting Syslog messages
> > 3) Documenting Vendor Software Bugs
> > 4) Shift to Shift Hand over procedures
> > 5) Commonly used scripts for monitoring
> > 6) Frequently testing High Availability
> > 7) Capturing config changes.
> > ....etc
> >
> > I can see that this is years of experience but i am wondering if any of
> > this was captured some where.
> >
> > Thanks,
> > Kim