NOC Best Practices

Fri Jul 16 18:34:53 UTC 2010

Thanks for all the people that replied off list, asking me to send them
responses i will get.

I got nothing other than :
http://www.nanog.org/meetings/nanog24/abstracts.php?pt=OTM1Jm5hbm9nMjQ=&nm=nanog24
and

Network Management-  Accounting and Performance Strategies - Just the first
three chapters

Which is useful but i am looking for more stuff from the best people that
run the best NOCs in the world.

So i'm throwing this out again.

I am looking for pointers, suggestions, URLs, documents, donations on what a
professional NOC would have on the below topics:

1) Briefly, how they handle their own tickets with vendors or internal
2) How they create a learning environment for their people (Documenting
Syslog, lessons learned from problems...etc)
3) Shift to Shift hand over procedures
4) Manual tests  they start their day with and what they automate (common
stuff)
5) Change management best practices and working with operations/engineering
when a change will be implemented

Should i be looking for ITIL stuff or its not any good?

Thanks,
Kim

On Wed, Jul 14, 2010 at 8:24 PM, Kasper Adel <karim.adel at gmail.com> wrote:

> Hello Everyone,
>
> I am currently working on building a NOC so i'm looking for
> materials/pointers to Best Practices documented out there.
>
> On the top of my head are things like:
>
> 1) Documenting Incidents and handling them
> 2) Documenting Syslog messages
> 3) Documenting Vendor Software Bugs
> 4) Shift to Shift Hand over procedures
> 5) Commonly used scripts for monitoring
> 6) Frequently testing High Availability
> 7) Capturing config changes.
> ....etc
>
> I can see that this is years of experience but i am wondering if any of
> this was captured some where.
>
> Thanks,
> Kim
>