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- Heuristic Failure analysis (how we use heuristics to determine SLA calculations and where they are and are not appropriate.) (Also interested in discovering if others are doing this.)
- Ticketing, including automatic ticket generation for incidents.
- Contract and supplier management - how HEAnet does it and how well it works (or doesn't work.)
- Reporting to your clients. How do NRENs report to clients? Periodical and Real-time reporting. On demand reporting.
- 24 x 7 NOC cover. Do you provide it? What SLA? How do you hire staff and plan rotas, etc? Is there a real client demand for it?
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- How are staff hired for the NOC? Skillsets? Interview processes?
- Standards compliance and process adoption. Have other NOCs adopted ISO9000? ITIL? PRINCE2? APM? ISO20000? Six Sigma? Other standards?
- What scope of services does the NOC support? Networking? Servers? Value added services like DNS, web hosting, etc.? HPC?
- How do NOCs source support and SLAs? What about penalty clauses? What's reasonable, what works and how are they enforced?
- How do you assign value to what the NOC does? Do you cross charge for projects that will be handed over to the NOC? How to you prove to upper management that the NOC is good value for money?