AMHS Workshop, Chennai, India, December 15 and 16, 20081 ATN/AMHS MANAGEMENT CENTER OPERATIONAL...

AMHS Workshop, Chennai, India, AMHS Workshop, Chennai, India, December 15 and 16, 2008December 15 and 16, 2008 11

ATN/AMHS MANAGEMENT ATN/AMHS MANAGEMENT CENTER OPERATIONAL CENTER OPERATIONAL

PROCEDURESPROCEDURES

“The Internet is a giant international network of intelligent, informed computer enthusiasts, by which I mean, "people without lives." But we don't care. We have each other...”

Dave Barry, American HumoristDave Barry, American Humorist

AMHS Workshop, Chennai, India, AMHS Workshop, Chennai, India, December 15 and 16, 2008December 15 and 16, 2008 22

ATN/AMHS MANAGEMENT ATN/AMHS MANAGEMENT CENTER OPERATIONAL CENTER OPERATIONAL PROCEDURESPROCEDURES• Current Situation (AFTN or Whatever)Current Situation (AFTN or Whatever)

– Point-to-point dealing mostly with Point-to-point dealing mostly with adjacenciesadjacencies• Call other center hold traffic or arrange for Call other center hold traffic or arrange for

rerouting.rerouting.

• Most Performance issues limited to circuits Most Performance issues limited to circuits between centers between centers

• Center performance “really” just a local matter.Center performance “really” just a local matter.

• Increasing traffic loadsIncreasing traffic loads

AMHS Workshop, Chennai, India, AMHS Workshop, Chennai, India, December 15 and 16, 2008December 15 and 16, 2008 33

ATN/AMHS MANAGEMENT ATN/AMHS MANAGEMENT CENTER OPERATIONAL CENTER OPERATIONAL PROCEDURESPROCEDURES• Simple ? Straight Forward?Simple ? Straight Forward?

– Or simply what we already knowOr simply what we already know

• Future more complex???Future more complex???– AccessAccess– ControlControl– Encryption?Encryption?– Fault ManagementFault Management– CoordinationCoordination

AMHS Workshop, Chennai, India, AMHS Workshop, Chennai, India, December 15 and 16, 2008December 15 and 16, 2008 44

ATN/AMHS MANAGEMENT ATN/AMHS MANAGEMENT CENTER OPERATIONAL CENTER OPERATIONAL PROCEDURESPROCEDURES• SecuritySecurity

• ““Security is a kind of death” Tennessee Williams, US Security is a kind of death” Tennessee Williams, US DramatistDramatist

– System Compromised (anywhere)System Compromised (anywhere)• Oh what will I to do?Oh what will I to do?

– Will I even know? Should I care?Will I even know? Should I care?

• Denial of ServiceDenial of Service

• Malicious MessagesMalicious Messages

• Etc. etc. etc..Etc. etc. etc..

– Shared Auditing SystemShared Auditing System– TraceabilityTraceability– Breach is local matter but impact possibly globalBreach is local matter but impact possibly global

AMHS Workshop, Chennai, India, AMHS Workshop, Chennai, India, December 15 and 16, 2008December 15 and 16, 2008 55

ATN/AMHS MANAGEMENT ATN/AMHS MANAGEMENT CENTER OPERATIONAL CENTER OPERATIONAL PROCEDURESPROCEDURES• Trouble ReportingTrouble Reporting

– Fault ManagementFault Management• Resolution ProcessResolution Process

• ReportingReporting

• Help DesksHelp Desks– Regional?Regional?– Local?Local?– International?International?– Even required? Everybody’s got a help Even required? Everybody’s got a help

desk!desk!

AMHS Workshop, Chennai, India, AMHS Workshop, Chennai, India, December 15 and 16, 2008December 15 and 16, 2008 66

ATN/AMHS MANAGEMENT ATN/AMHS MANAGEMENT CENTER OPERATIONAL CENTER OPERATIONAL PROCEDURESPROCEDURES• COORDINATIONCOORDINATION

– Between Management CentersBetween Management Centers– Between Service ProvidersBetween Service Providers

• Multiple ISPsMultiple ISPs– Public v. PrivatePublic v. Private

• GlobalGlobal

• AddressingAddressing

• Updates, outages, Updates, outages,

• Users, User AgentsUsers, User Agents

AMHS Workshop, Chennai, India, AMHS Workshop, Chennai, India, December 15 and 16, 2008December 15 and 16, 2008 77

ATN/AMHS MANAGEMENT ATN/AMHS MANAGEMENT CENTER OPERATIONAL CENTER OPERATIONAL PROCEDURESPROCEDURES• Communication Barriers (Things that Communication Barriers (Things that

make fault resolution, reporting, and make fault resolution, reporting, and management more difficult)management more difficult)

• This is not E-Mail!This is not E-Mail!– LanguageLanguage

• Use of Translation Services?Use of Translation Services?

• InternalInternal– Administration, Support and Operations (when Administration, Support and Operations (when

present?)present?)

– Time ZonesTime Zones

AMHS Workshop, Chennai, India, AMHS Workshop, Chennai, India, December 15 and 16, 2008December 15 and 16, 2008 88

ATN/AMHS MANAGEMENT ATN/AMHS MANAGEMENT CENTER OPERATIONAL CENTER OPERATIONAL PROCEDURESPROCEDURES• Maintenance Alerts, System AlertsMaintenance Alerts, System Alerts

– Notification ProcessNotification Process• Degraded serviceDegraded service

• Routing FailuresRouting Failures

• Scheduled OutagesScheduled Outages

• Equipment & Software UpdatesEquipment & Software Updates

– Level raises from local and adjacent to Level raises from local and adjacent to globalglobal

– Off-line vs On-line activitiesOff-line vs On-line activities

AMHS Workshop, Chennai, India, AMHS Workshop, Chennai, India, December 15 and 16, 2008December 15 and 16, 2008 99

ATN/AMHS MANAGEMENT ATN/AMHS MANAGEMENT CENTER OPERATIONAL CENTER OPERATIONAL PROCEDURESPROCEDURES• Holding TrafficHolding Traffic

• Draining TrafficDraining Traffic

• Storing MessagesStoring Messages

AMHS Workshop, Chennai, India, AMHS Workshop, Chennai, India, December 15 and 16, 2008December 15 and 16, 2008 1010

ATN/AMHS MANAGEMENT ATN/AMHS MANAGEMENT CENTER OPERATIONAL CENTER OPERATIONAL PROCEDURESPROCEDURES• Dealing with Non-DeliverablesDealing with Non-Deliverables

– AddressAddress– ContentContent– FormatFormat

AMHS Workshop, Chennai, India, AMHS Workshop, Chennai, India, December 15 and 16, 2008December 15 and 16, 2008 1111

ATN/AMHS MANAGEMENT ATN/AMHS MANAGEMENT CENTER OPERATIONAL CENTER OPERATIONAL PROCEDURESPROCEDURES• Testing StrategyTesting Strategy

– New systemsNew systems– UpdatesUpdates

AMHS Workshop, Chennai, India, AMHS Workshop, Chennai, India, December 15 and 16, 2008December 15 and 16, 2008 1212

ATN/AMHS MANAGEMENT ATN/AMHS MANAGEMENT CENTER OPERATIONAL CENTER OPERATIONAL PROCEDURESPROCEDURES• SummarySummary

– AdaptingAdapting– ChangingChanging– Moving ForwardMoving Forward– Develop GuidanceDevelop Guidance