The document discusses how the incident resolution process has changed since the 1980s. It notes that in the past, the process involved manually validating, isolating, repairing, and documenting issues. However, now the process incorporates more automation, guided processes, audit trails, and reporting/analytics to improve efficiency. Specifically, event management systems, ticketing systems, and network devices now integrate to automate parts of validation, isolation, and repair, allowing issues to be resolved faster with better insight into resolutions over time.

1. What has changed within the incident
resolution process since the 80s?
Resolve Systems – PLNOG16 – 29-02-2016 - Copyright
Amaury Guinot – Solution Consultant
Martijn Leentjes – Director NEUR

2. Google Fibre
Making the web faster...and better
For more people in more places
Giving AT&T & Comcast a run for their money
Delivering up to 1Gbps…at the same price,
and with a great service.
…Massive growth spurt, accompanied with massive growth pains – support!
Resolve Systems – PLNOG16 – 29-02-2016 - Copyright

3. Back to the question: What has changed?
Resolve Systems – PLNOG16 – 29-02-2016 - Copyright
Nothing!

4. Resolve Systems – PLNOG16 – 29-02-2016 - Copyright
When to automate what

5. Pictures from Back to the future II (1989)
What changed ?

6. Forrester
Only 50% of end users positive about support for
issue resolution in CSP vertical
Resolve Systems – PLNOG16 – 29-02-2016 - Copyright

7. Resolve Systems – PLNOG16 – 29-02-2016 - Copyright
The incident resolution process
1
Validate
2
Isolate
3
Repair
4
Document
resolution
5
Improve
process

8. Resolve Systems – PLNOG16 – 29-02-2016 - Copyright
What do we need?
1
Validate
2
Isolate
3
Repair
4
Document
resolution
5
Improve
process
Automation
Guided processes & automation
Audit trail
Reporting and analytics SME

9. • Fiber service outage
• Event Management system
Tivoli Netcool, Mooc, Solarwinds, Splunk, Zenoss, CA
Spectrum, …
• Ticket Management system
Service Now, Remedy, HP Service Manager, CA Service Desk
Manager, …
• Devices
Network: ALU, Ciena, Cisco, Huawei, Adtran, Brocade, Avaya,
Juniper, Motorola...
• Virtualized infrastructure (VMWare)
Ticketing
mgt system
Event
mgt system
Network
Service Desk
(Level 1)
External
Systems
Resolve Systems – PLNOG16 – 29-02-2016 - Copyright
Demonstration components

10. Resolve Systems – PLNOG16 – 29-02-2016 - Copyright
Not all are stuck in the 80s!

11. Process Guidance Resolution
Automation
Resolution Process
Improvement
Validation &
Diagnosis
Incident
Collaboration
Insight & Analytics
Thank you
Resolve Systems
Resolve Systems – PLNOG16 – 29-02-2016 - Copyright
Amaury Guinot – Solution Consultant
Martijn Leentjes – Director NEUR