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@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