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ATN/AMHS MANAGEMENT ATN/AMHS MANAGEMENT CENTER OPERATIONAL CENTER OPERATIONAL
PROCEDURESPROCEDURES
“The Internet is a giant international network of intelligent, informed computer enthusiasts, by which I mean, "people without lives." But we don't care. We have each other...”
Dave Barry, American HumoristDave Barry, American Humorist
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ATN/AMHS MANAGEMENT ATN/AMHS MANAGEMENT CENTER OPERATIONAL CENTER OPERATIONAL PROCEDURESPROCEDURES• Current Situation (AFTN or Whatever)Current Situation (AFTN or Whatever)
– Point-to-point dealing mostly with Point-to-point dealing mostly with adjacenciesadjacencies• Call other center hold traffic or arrange for Call other center hold traffic or arrange for
rerouting.rerouting.
• Most Performance issues limited to circuits Most Performance issues limited to circuits between centers between centers
• Center performance “really” just a local matter.Center performance “really” just a local matter.
• Increasing traffic loadsIncreasing traffic loads
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ATN/AMHS MANAGEMENT ATN/AMHS MANAGEMENT CENTER OPERATIONAL CENTER OPERATIONAL PROCEDURESPROCEDURES• Simple ? Straight Forward?Simple ? Straight Forward?
– Or simply what we already knowOr simply what we already know
• Future more complex???Future more complex???– AccessAccess– ControlControl– Encryption?Encryption?– Fault ManagementFault Management– CoordinationCoordination
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ATN/AMHS MANAGEMENT ATN/AMHS MANAGEMENT CENTER OPERATIONAL CENTER OPERATIONAL PROCEDURESPROCEDURES• SecuritySecurity
• ““Security is a kind of death” Tennessee Williams, US Security is a kind of death” Tennessee Williams, US DramatistDramatist
– System Compromised (anywhere)System Compromised (anywhere)• Oh what will I to do?Oh what will I to do?
– Will I even know? Should I care?Will I even know? Should I care?
• Denial of ServiceDenial of Service
• Malicious MessagesMalicious Messages
• Etc. etc. etc..Etc. etc. etc..
– Shared Auditing SystemShared Auditing System– TraceabilityTraceability– Breach is local matter but impact possibly globalBreach is local matter but impact possibly global
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ATN/AMHS MANAGEMENT ATN/AMHS MANAGEMENT CENTER OPERATIONAL CENTER OPERATIONAL PROCEDURESPROCEDURES• Trouble ReportingTrouble Reporting
– Fault ManagementFault Management• Resolution ProcessResolution Process
• ReportingReporting
• Help DesksHelp Desks– Regional?Regional?– Local?Local?– International?International?– Even required? Everybody’s got a help Even required? Everybody’s got a help
desk!desk!
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AMHS Workshop, Chennai, India, AMHS Workshop, Chennai, India, December 15 and 16, 2008December 15 and 16, 2008 66
ATN/AMHS MANAGEMENT ATN/AMHS MANAGEMENT CENTER OPERATIONAL CENTER OPERATIONAL PROCEDURESPROCEDURES• COORDINATIONCOORDINATION
– Between Management CentersBetween Management Centers– Between Service ProvidersBetween Service Providers
• Multiple ISPsMultiple ISPs– Public v. PrivatePublic v. Private
• GlobalGlobal
• AddressingAddressing
• Updates, outages, Updates, outages,
• Users, User AgentsUsers, User Agents
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ATN/AMHS MANAGEMENT ATN/AMHS MANAGEMENT CENTER OPERATIONAL CENTER OPERATIONAL PROCEDURESPROCEDURES• Communication Barriers (Things that Communication Barriers (Things that
make fault resolution, reporting, and make fault resolution, reporting, and management more difficult)management more difficult)
• This is not E-Mail!This is not E-Mail!– LanguageLanguage
• Use of Translation Services?Use of Translation Services?
• InternalInternal– Administration, Support and Operations (when Administration, Support and Operations (when
present?)present?)
– Time ZonesTime Zones
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ATN/AMHS MANAGEMENT ATN/AMHS MANAGEMENT CENTER OPERATIONAL CENTER OPERATIONAL PROCEDURESPROCEDURES• Maintenance Alerts, System AlertsMaintenance Alerts, System Alerts
– Notification ProcessNotification Process• Degraded serviceDegraded service
• Routing FailuresRouting Failures
• Scheduled OutagesScheduled Outages
• Equipment & Software UpdatesEquipment & Software Updates
– Level raises from local and adjacent to Level raises from local and adjacent to globalglobal
– Off-line vs On-line activitiesOff-line vs On-line activities
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ATN/AMHS MANAGEMENT ATN/AMHS MANAGEMENT CENTER OPERATIONAL CENTER OPERATIONAL PROCEDURESPROCEDURES• Holding TrafficHolding Traffic
• Draining TrafficDraining Traffic
• Storing MessagesStoring Messages
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ATN/AMHS MANAGEMENT ATN/AMHS MANAGEMENT CENTER OPERATIONAL CENTER OPERATIONAL PROCEDURESPROCEDURES• Dealing with Non-DeliverablesDealing with Non-Deliverables
– AddressAddress– ContentContent– FormatFormat
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ATN/AMHS MANAGEMENT ATN/AMHS MANAGEMENT CENTER OPERATIONAL CENTER OPERATIONAL PROCEDURESPROCEDURES• Testing StrategyTesting Strategy
– New systemsNew systems– UpdatesUpdates
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ATN/AMHS MANAGEMENT ATN/AMHS MANAGEMENT CENTER OPERATIONAL CENTER OPERATIONAL PROCEDURESPROCEDURES• SummarySummary
– AdaptingAdapting– ChangingChanging– Moving ForwardMoving Forward– Develop GuidanceDevelop Guidance