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Work item A: Taxonomy of NOC organisations, internal processes, workflows

Goal:

  • There are many different kinds of Network Operation Centres. The aim of this work item is to try to identify the attributes of
    different NOCs, with special focus on how the NOC works internally, to compare differences and similarities between
    them and then to assess what is useful and not so useful, depending on the needs of the organisation.

Topic

Priority

Subtopic

Suggested deliverable

NOC functions

1

 

 

 

 

Define the different kinds of functions and responsibilities a NOC can have
(e.g., categorisation of networks and services).

 

 

 

Create a mapping between functions and different tools usually used to support each function.

 

NOC structure

2

 

 

 

 

Investigate what different types of NOCs (e.g., NREN NOC, campus NOC, project NOC etc...)
there are and how they generally relate to the network and services they handle.

Survey of how current NOCs
 (that participate in TF-NOC)
 are organised

 

 

Discuss benefits and disadvantages of different operational models (e.g., in-house or
outsourced NOC) and correlate which functions are more or less suitable to implement in either model.

 

 

 

Investigate how NOC personnel can be mapped to the internal organisation and how the
responsibilities are divided (e.g., dedicated NOC personnel or rotating experts).
Identify important factors to have in mind if migrating from one type to the other.

 

NOC workflows

3

 

 

 

 

Investigate what different service workflows are used and useful for a NOC.

List workflows useful for the NOC

 

 

Investigate what kinds of procedures are used and useful to support the NOC functions.

 

Setting up and
maintaining a NOC

4

 

 

 

 

Discuss the benefits and disadvantages of setting up a NOC with 24/7 or only support during
the day and identify the requirements such as resources needed to cover different shift work.

Examples of different NOC 
 schedules

 

 

Collect information about initial knowledge sources that could be useful for
new network engineers working in a NOC (e.g., books, tutorials, online learning courses)

List with links to useful knowledge
 sources and examples of how to
 increase knowledge dissemination

NOC assessment

5

 

 

 

 

Discuss which indicators are interesting to measure regarding NOC performance issues.

 

 

 

Create a list of KPI (Key Performance Indicators) and discuss how to measure them
and potential recommendations on how to achieve better performance.

List of KPIs with information
 about how to measure them

NOC physical
arrangements

6

 

 

 

 

Gather information about physical arrangements (e.g., wall monitors or table arrangements) for NOCs
and discuss the benefits and disadvantages of different setups.

Examples of different physical
 arrangements of NOC rooms

The priority of the different topics were discussed and decided at the first TF-NOC meeting.
They represent what is most interesting to start with but does not necessarily mean that we can not work on topics in parallel.

Link to Interesting topics.

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