Table of content
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Description
There are many different workflows, processes and procedures used by a NOC to manage their day to day work.
The goal of this page is to share information about our workflows, processes and procedures to learn from and help each other.
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- A service level agreement (SLA) with the customer
- * Any documentation required for the NOC to fulfill the service level as specified in the SLA See Documentation templateSLA
- An appointed system owner within the NOC
- The external service owner has been informed and accepted the procedure on how to receive and get operational information
- Monitoring and statistics gathering from NAGIOS
- Backup, including integration with databases etc that require special handling
- For any 3rd party vendor:
- Underpinning contract (UC)
- Established in the Relations list on portal(wiki)
- General contact information
- Login for the NOC in any vendor customer relation/support web site.
- Escalation procedures
- Establish vendor in Editgrid or Jira for handling the vendor in the ticket system
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The below checklist is not an officially approved procedure in UNINETT, but something the NOC use to
make sure they have all the information they need to operate a new service.
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- Is the service registered in the service registry in Kind (UNINETTs internal inventory system)?
- Are all contact points (technical, administrative, NOC) for the service defined and registered?
- Is there adequate staffing of the service and is the responsibilities defined and agreed upon.
Example: If the NOC is to have monitoring responsibility, has it been agreed upon that the service can be included in the normal monitoring/reporting scheme at the NOC.
- Is there adequate staffing of the service and is the responsibilities defined and agreed upon.
- Is the monitoring of service established and documented?
- Does the service documentation match the monitoring mechanisms?
- Is updated operational documentation for the service in place?
- Is the service 'importance factor' sufficiently documented, eg. in terms of SLA, uptime requirements, etc.
- Is the operational documentation available 'offline', or locally on NOC?
- Is the routines for alerting of service outages adequately documented?
- Is the security aspects of the service adequately described and assured?
- Are plans for redundancy and reestablishment of the service adequately described and assured?
- Have the NOC personnel received the necessary permissions to operate the service?
- Have the NOC personnel received the necessary training to operate the service?
- Is the service dependent on other services, and is this registered?
- Is the service dependent on specific equipment, and is this registered?
- Who are actual users of the service, is this registered as a service subscription in the inventory system?
- Is the necessary contacts points for each customer registered?
- Who can subscribe to this service, and is necessary documentation of the service made available to them?