Network incident communications
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Incident management BoF Rolly Trice, Deputy network operations director, Jisc
Transcript of Network incident communications
Incident management BoF
Rolly Trice, Deputy network operations director, Jisc
Please switch your mobile phones to silent
17:30 - 19:00
No fire alarms scheduled. In the event of an alarm, please follow directions of NCC staffExhibitor showcase and drinks reception
18:00 - 19:00
Birds of a feather sessions
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In the beginning
Incident management B0F
»Incident management by telephone› Hand written fault dockets
»Incident management by phone and e-mailed trouble ticket› Ticket format not changed much since the 1990s–Format agreed at an early RIPE meeting–Adopted by European NRNs
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In the beginning
Incident management B0F
»Trouble tickets popular with techies and JSD› Standard format› Easily parsed by computer systems–Reports, stats etc
»Written for use by technical staff› Few issues of interpretation› No “tone of voice” problems
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In the beginning
Incident management B0F
»Targeted at e-mail distribution lists› Customer/member maintains this list› Less likely to be out of date than if JSD kept the
information
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Major incident issues
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»Incident management by telephone› JSD can’t make outbound calls due to volume of
inbound calls»Tickets no use if your access to e-mail has failed› Not transparent, especially to non-techies–Senior management, staff or students`
»Interpretation required› Time consuming–Especially if multiple audiences need to be catered
for
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Major incidents
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»MI comms use Twitter› Limited information pushed out› Tweets reference MI web page
»SMS piloted during last public MI test› Popular, especially with senior management› Updating mobile numbers a nightmare for JSD
»Web page contains detail from tickets› Tickets still sent out by e-mail
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Potential solutions
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»More automation› Customer configurable reporting mechanisms–E-mail, tweet, SMS, automated phone call–BCU for Jisc–Rolly gets a call at 06:00 if Lumen House snow
bound »Escalation choices› Different people told about different incidents–BAU, Bronze, Silver and Gold–You choose the who, the when and the how
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Potential solutions
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»More automation› Makes MI management easier–Use of templates simplifies messaging–Simpler messages for senior management staff
and/or students »Allows us to retain control of the message› Important for us, especially if the media is interested› Not necessarily popular with IT staff
»A number of options, which to pick?
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Questions for you»What media should we use to manage incidents
beyond e-mail and the phone› For Major and BAU incidents
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»Web, SMS, Twitter, automatic phone messages› Anything else?
»Self management?› You could choose who gets told about what –And how they get told
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Questions for you»Should ticket format be changed, simplified?› What might that break?
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»Should we use new systems for BAU faults, or just MIs?»Who would be interested in a pilot?› Probably six months away–E-mail me
jisc.ac.uk
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Thank You
Incident management B0F
Roland TriceDeputy network operations director0780 829 [email protected]
01235 822206
