C & W Optus Network Operations
Presentation
Ray BadnallDirector, Network Operations
Page 1
History
• Customer service not met as per SLA.
• AARNet requires live updates to network faults.
• AARNet seeks IP expertise when reporting faults.
• Multiple work groups at CWO does not provide sufficient customer focus.
• High volume of faults.
• Lack of end-to-end technical accountability.
Page 2
Less Successful
• Billing Data Collectors
• Ping Boxes – inconsistencies in CWO and AARNet reporting,
• ATM reporting
• International capacity issues.
Page 3
Successes
Service Desk
• Implementation of an IP specific Service Desk in June 1999.
• Initially coverage was 09:00-17:00 week days.
• Extended to 24 x7 in September 1999.
• 24 x 7 E-mail support via a dropbox. • Service assurance of 30 minutes response emails to ONOPS.
Page 4
Successes
Service Desk Cont.
• Quality e-mail content.
• Weekly DIAS reports.
• Pro-active emails to ONOPS & HUBCONTACTS on engineering changes.
• One Point Of Contact for all AARNet faults.
Page 5
SuccessesNetwork Applications Centre
• New escalation procedures for AARNet RNO's.
• Pro-active notification of IP network issues through the IP Service desk.
• Weekly surveillance e-mail to HUBCONTACTS on the status of PVC's.
• Provision of Network DIAS and AARNet reports.
Page 6
SuccessesNetwork Applications Centre Cont.
• Filters emailed through to affected RNO when in a Denial of Service (DoS) attack.
• Implementation of DoS operational defences.
• IP staff in the NAC has doubled since the last QuestNet.
• Regular teleconferences with the AARNet technical team.
• Introduction of CWO Technical Account Manager to facilitate support for AARNet
Page 7
Future
• The IP Service Desk are also looking to provide a web site which enables IP customers to log and track faults.
• Currently the Service Desk are going through an IP Technologies training program.
• DNS review with AARNet members and CWO Engineering and Operational groups.
• Ongoing Denial of Service meetings to implement more secure network.
Page 8
Future
• Network Management and Service Desk systems are being continually upgraded.
• NAC expected to be relocated to the new IP Centre site at Mascot before Xmas 2000.
Page 9
Summary
• From an Operations perspective Cable & Wireless Optus has changed significantly over the past 12 months and are now delivering excellent service to the AARNet community.
• Over the next 12 months, AARNet can expect not just “more of the same” but an even higher focus on the AARNet business and excellent customer service.
• Thank You.