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Network Operations Management

Network Operations Management. Wave 2: Process 5.15 DMAIC “ Lite ”. Flowchart. Flowchart. Process Control System. Define. Link between Q measures and district KPI’s

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Network Operations Management

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  1. Network Operations Management Wave 2: Process 5.15 DMAIC “Lite”

  2. Flowchart

  3. Flowchart

  4. Process Control System

  5. Define • Link between Q measures and district KPI’s • In order to meet the District’s strategic objectives of providing for the availability of it’s data, the network resources must be at or near 100% available. • The network infrastructure, supporting electronic components, WAN/LAN links, servers, and computers must be operating at peak performance, with services available when called upon. • District KPI #2.4 – “Technology for Effectiveness and Efficiency” • Support Strategic Plan Objectives #5.3.1, #5.3.5, #5.3.6, #5.3.8 , #5.3.9 • Theme Statement • Increase system uptime of network resources and improve customer satisfaction with network resource accessibility and use.

  6. Measure • Potential Problem Areas • P1: Distinguishing between business and non-business hours for access/availability/support • P2: Unforeseen equipment/services failures • P3: Procedures/Processes/Standards are consistently utilized by all sites • P4: Services provided by 3rd parties • P6: Customer Satisfaction • Most Significant Problem • P2:Equipment/Services Failures • Maintaining 100% availability of equipment • Maintaining 100% availability to network paths • Provide redundancy/failover to specific critical core equipment • Provide redundancy/failover of network paths

  7. Analyze • Potential Causes of the Selected Problem • Equipment failure • 3rd Party Services Failure • Improper Equipment Installation • Software/Apps/IOS Configuration Errors • User Error • Approach to Select Root Cause • Equipment failure: NOC Monitoring & HEAT tickets • 3rd Party Services Failures: NOC Monitoring & HEAT tickets • Improper Installation: Troubleshoot & Documented P/P/S • Configuration Errors: Troubleshoot, Vendor Support & P/P/S • User Error HEAT tickets

  8. Analyze 3rd Party Provided Services: Internet Bandwidth Monitoring:

  9. Improve • Countermeasures • Redundant / Failover of equipment and data paths • Implementing SLA’s w/ 3rd party providers • Training on use of and access to documented: Procedures/Processes/Standards • Follow / review documented P/P/S • Vendor Maintenance Agreements • Countermeasure Scoring • Countermeasure Effectiveness Feasibility Overall Take Action? • Redundant/Failover 5 4 20 YES • Training on P/P/S 4 4 16 YES • Implementing SLA's 5 3 15 YES • Follow/review P/P/S 4 4 16 YES • Vendor Maintenance Agreements 5 3 15 YES

  10. Improve: Action Plan

  11. Control • Elimination/Reduction in Root Cause • Redundant / Failover of equipment and data paths • Reduction in Problem • Currently WAN/LAN uptime is in the range of 94-97% • By increasing our redundant/failover measures we should experience an improvement to approximately 97-99.999% • Affect on Theme Statement • By improving redundancy / failover of equipment and services there will be an increase in the uptime of and access to network resources, increasing user access and customer satisfaction.

  12. Flowchart Review See: Wireless Access Sub-Process

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