Spring 2004 Internet2 Member Meeting NLR Service Center Update Dave Jent Indiana University

NLR Technical Support Services –Layer 1 Transport Center at CENIC –NLR Service Desk, Global Research NOC at Indiana –Experimental Support Center, MCNC at North Carolina –Remote Hands Support, Level 3 –Layer 2/3 Task Force at Indiana

NLR Service Desk Global Research NOC at IU. The one front door to NLR everyone is looking for: – – X24 Service Desk focused on monitoring and coordination of support. Deploying a new trouble ticked system to be used by the Support Centers.

NLR Service Desk Network Engineering and Development staff at IU working on tool modification and creation Will work with Cisco, CENIC and other Service Centers Currently monitoring the network with CENIC

NLR Service Desk Major backbone alerts are being monitored and processed by automated alert system, trouble tickets being created and handed off to Layer 1 NLR may be different than other networks the GRNOC supports but similar approach: listen - be flexible - change what doesn’t work

NLR Layer 2/3 Support Task Force Develop standards for end user support Understand the need and develop methods for interaction between the support centers Users need to have a clear understanding of and access to resources People – Network - Support

NLR Layer 2/3 Support Task Force Work flow document showing interactions with other support centers Defines responsibilities and ownership of requests Work in progress, input from the NLR membership

NLR Layer 2/3 Support Task Force Working with GRNOC and the development of a new database – Looked at the shortcomings of the database we use for Abilene, IU intends to use the database for all of the networks that it manages More network information, better external access Linking contact/hardware/network/service information

NLR Layer 2/3 Support Task Force Final report to the NLR board will include recommendations for: –Process and procedure –Staffing –Budget

Contacting the NLR Service Desk or (866) or

IU / CIC participation in NLR Wanted to continue to be involved with and support new and emerging research and education networks. NLR will play a key role in linking together the existing and developing regional optical infrastructures in its members' states, and in the midwest, to those across the country.

IU / CIC participation in NLR Unique opportunity to join this important initiative early, and be involved in its formation and growth planning. Many CIC institutions know well the value of early involvement and were founding members of Internet2.

Dave Jent Associate Director, Infrastructures Operations Director, Indiana Gigapop Indiana University