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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
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
Back to the question: What has changed?
Resolve Systems – PLNOG16 – 29-02-2016 - Copyright
Nothing!
Resolve Systems – PLNOG16 – 29-02-2016 - Copyright
When to automate what
Pictures from Back to the future II (1989)
What changed ?
Forrester
Only 50% of end users positive about support for
issue resolution in CSP vertical
Resolve Systems – PLNOG16 – 29-02-2016 - Copyright
Resolve Systems – PLNOG16 – 29-02-2016 - Copyright
The incident resolution process
1
Validate
2
Isolate
3
Repair
4
Document
resolution
5
Improve
process
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
• 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
Resolve Systems – PLNOG16 – 29-02-2016 - Copyright
Not all are stuck in the 80s!
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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PLNOG16: What has changed within the incident resolution process since the 80s? Amaury Guinot, Martijn Leentjes

  • 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