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PLNOG16: What has changed within the incident resolution process since the 80s? Amaury Guinot, Martijn Leentjes

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PLNOG16: What has changed within the incident resolution process since the 80s? Amaury Guinot, Martijn Leentjes

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PLNOG16: What has changed within the incident resolution process since the 80s? Amaury Guinot, Martijn Leentjes

  1. 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. 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. 3. Back to the question: What has changed? Resolve Systems – PLNOG16 – 29-02-2016 - Copyright Nothing!
  4. 4. Resolve Systems – PLNOG16 – 29-02-2016 - Copyright When to automate what
  5. 5. Pictures from Back to the future II (1989) What changed ?
  6. 6. Forrester Only 50% of end users positive about support for issue resolution in CSP vertical Resolve Systems – PLNOG16 – 29-02-2016 - Copyright
  7. 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. 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. 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. 10. Resolve Systems – PLNOG16 – 29-02-2016 - Copyright Not all are stuck in the 80s!
  11. 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

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