1. 1 TNC2009:NOC panel discussion Dirk HAEX Coordinator Networks 09/06/2009

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3. 3 Agenda - BELNET in a nutshell - Helpdesk and NOC evolution a long time ago / some time ago lessons learned today: approach and tools - ‘Scripted’ change management rationales example and advantages

4. 4 BELNET in a nutshell 15 years BELNET - More… autonomy employees bandwidth and resilience networks and services customer oriented - But… change in statute necessary!

5. 5 BELNET in a nutshell Current organisation 24x7 Helpdesk 24x7 NOC

6. 6 BELNET in a nutshell The BELNET network 35 ROADMs 4 core routers 33 access routers 63 x 10 Gbit/s connections

7. 7 BELNET in a nutshell Other networks - BNIX 3 devices, 3 x 10 Gbit/s 69 connections layer 2 platform focussed on commercial market - FedMAN Belgian federal MAN 68 devices, 70 x 1 Gbit/s 45 connections

8. 8 Helpdesk and NOC evolution A long time ago - Internal Helpdesk and NOC (Business hours)

9. 9 Helpdesk and NOC evolution Some time ago - Internal Helpdesk & NOC (Business hours) - 24x7 ‘Watch Service’ for the backbone

10. 10 Helpdesk and NOC evolution In 2006... - First experience with NOC outsourcing - Incident and Change Management - 24/7Helpdesk and NOC for FedMAN - 3 layers: Helpdesk – NOC - BELNET

11. 11 Lessons learned (1) - Outsourced incident management added value? Yes! clear procedures customer is ‘key’ close follow-up collaborative tools beware of pitfalls Helpdesk and NOC evolution

12. 12 Lessons learned (2) - Outsourced change management added value? Not really time consuming potentially dangerous → reputation → reaction from employees Helpdesk and NOC evolution

13. 13 Today: approach and tools (1) Helpdesk and NOC evolution Incident Management Outsourced (transparant) 24x7 Phone and e-mail 3 layers contact Change Management BELNET Business hours Phone and e-mail Direct contact Support / Advice BELNET Business hours Phone and e-mail Direct contact

14. 14 Today: approach and tools (2) Helpdesk and NOC evolution

15. 15 Helpdesk and NOC evolution Today: approach and tools (3)

16. 16 Helpdesk and NOC evolution Today: approach and tools (4) 24/7 BELNET Helpdesk BELNET customer Monitoring outsourced Ticketing system CRM NOC Services Networks Customer update

17. 17 - Change in expectations - ‘always on’ - commodity - new business models - Take nothing for granted - 24x7 organisation is not trivial - anticipate the workload - talk with your peers! Helpdesk and NOC evolution Conclusions

18. 18 - Script to automate configurations - Backbone design BGP full mesh MPLS LSP full mesh - Change Management IP services PtP Ethernet services ‘Scripted’ change management Rationales

19. 19 - BELNET customer: static routing - Before: manual configuration: logical interface anti-spoofing filter policer to ratelimit traffic static route - Now: scripted! all parameters on 1 line! ‘Scripted’ change management Example and advantages (1)

20. 20 - Concrete case: KHLEUVEN customer category commercial bandwidth interface ptp subnet type of routing customer prefix(es) ‘Scripted’ change management Example and advantages (2) “ADD research 100m fe-3/0/0.0 193.191.9.16/29 static prefix=193.190.138.0/24”

21. 21 - Benefits: - Single line concept automated configuration uniform & consistent config same syntax everywhere much more efficient detect config anomalies - Smooth integration with tools ‘Scripted’ change management Example and advantages (3)

22. 22 Thank you for your attention. Any questions?