090603 NORDUnet Operational meeting

Table of content

Agenda

Wednesday May 3'rd.
12:00 Welcome and introduction
12:30 who-is-who
13:00 - xx Discussion and decision on Operations Forum, scope, working methodology, etc..
18:30 Dinner

Thursday May 4'th.
09:00 Trouble ticket / incident management systems
What is in place in the different countries
Experience and best practices
Future Collaboration
11:30 Lunch
12:00 Inventory systems
Definition
What is in place in the different countries
Experience and best practices
Future Collaboration
14:30 -15:00 Wrap up and next meeting

Participants

NORDUnet
Stefan Liström
Jörgen Qvist
UNINETT
Olaf Schjelderup
Vegard Vesterheim
Håvard Eidnes
Håvard Kusslid
Forskningsnettet
Jan Ferre
RHnet
Marius Ólafsson
Funet
Kaisa Haapala

Goal

The following was agreed to be the goals of these Operational meetings:
Collaborate to develop common tools and processes.
Define best practice and scope for the different tools.

Establish a table with tools used per NREN's, with comments and best practise information, link to hidden contacts per NREN/tool.

At the end of each meeting subject(s) is chosen, and people assigned to find status and background information for the subject(s) before the next meeting.
The subject is discussed and best practices and possible collaboration and development is published on the wiki.

Tools and processes

Below are lists of tools, processes and services that where identified during the meeting as items that could be beneficial to discuss in further detail.

Tools (how)

-Systems integration
-Trouble ticket systems (tracker)
-Surveillance systems (Nagios,
-Inventory systems
-V6 monitoring / netflow
-NAV
-Publish trouble shooting tools/information
-how to Display and distribute live network status
-Filtering and pushing Information
-Routing policy surveillance (research and education community AS's)

Policy and procedure (what)

-Operational procedures
-Daily routines
-Escalation and handover procedures and issues
-OOH surveillance and support (UNINETT on-call, FUNET outsourced,
-Address allocation / registration
-Operations scope
-Change mgt.
-ITIL, use best practice tools
-Workflow optimisation, to minimise downtime
-Trouble shooting / analysis, information
-Define common set of information to be made available
-list of resources to be made available for all

Services

Vconf (H.323)
Emeetings (adobe, webex)
GigaCampus
eCampus
Private circuit
IP TV
CBF

Detailed discussions

Systems:
Trouble ticket = fault
Incident management = fault, planned maintenance, change request etc.

In place:
NORDUnet: Jira is used for both, everything is ticket.
FSKnet: Request tracker (RT) in place, but no system is used for fault or incident management.
UNINETT: Request tracker is used for some events, things noted in daily log.
RHnet: Request tracker, used for tracking all request, event log for TT.
FUNET: Request tracker, mails imported to RT, also for planned maintenance.

Requirements

x = currently implemented, (x) = needs some tailoring to function, - = not implemented

API/Protocol for interchanging information between systems
-check for existing e.g. TM Forum specs
-implement in to Jira/request tracker

Agenda, next meeting

Next meeting will take place the 14-15/9 this will be in connection with the NORDUnet conference.
More information will be sent out closer in time to the next meeting.

Topics for next meeting
-Feedback from workgroup about JIRA/RT API (Johan + Vegard)
-Inventory system