Network Operations Center Services SB

7/27/2019 Network Operations Center Services SB

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NETWORK OPERATIONS

CENTER SERVICES

Ciena Specialist Services

Reduce OPEX and CAPEX while increasing operational eiciency and

accuracy with enhanced ault management solutions or critical networks



Manage and Maintain Services Suite

As part o Ciena’s Manage and Maintain Services Suite,

our Network Operations Center (NOC) Services leverage

our specialist engineers as virtual members o your team

to deliver critical network operations and support unctions.

Our specialists work with you to combine discrete servicesinto a comprehensive operations and maintenance package

that oers a managed operations solution, designed

around your unique requirements and expectations.

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Challenging Times

Today’s macro-economic climate presents signiicant business

challenges. Declining customer revenues caused by service

commoditization, combined with rising operational costs, make or a

complex business environment. Ciena’s Manage and Maintain ServicesSuite provides an alternative approach to maintaining operational

excellence while reducing both CAPEX and OPEX.

For instance, the CAPEX required to build a NOC, together with the

OPEX necessary to run a 24 x 7 operation, can be prohibitive—especially

in the context o a small network where no real economies o scale exist.

Economies o skill sets are also a key driver. Training new engineers to

become troubleshooting experts on speciic equipment types and sotware

releases can be a signiicant upront investment as well, requiring constant

training and documentation to keep pace. Small networks simply do not

generate the ault count to keep skills at the needed proiciency level.

Ciena’s service philosophy or the operations business is based on

People, Process, and Technology. Without signiicant investment in each

o these areas, inevitable cracks appear in the quality o service provided

to the end-customer. The key to providing best-in-class operation

services or rapidly changing technology needs is based on high levels

o economies o scale, which improve quality and network availability

while driving down costs.

NOC Services Scope

Ciena’s NOC Services provide end-to-end management, including

24 x 7 x 365 surveillance, ault identiication, alarm handling, and triagecapability. Ciena technical engineers can also provide troubleshooting

remediation and repairs. In addition, parts management services such

as Managed Spares and Engineer Dispatch, provide a comprehensive

managed operations environment.

Features

> Proven and establishedescalation process betweenthe ront-line Ciena’s NOC

and technical supportorganization

> Defned and structuredonboarding path or newcustomers and new products

> 200+ optical and Ethernetsupport proessionals, providingsupport services to over 1200+networks globally

> Emergency Technical SupportCenter, providing 24 x 7emergency response or complex and critical issues

> Flexible and customizedservice defnition throughcustomer-specifc serviceplaybooks

> Delivery efciency driventhrough SSAE 16 Type II certifedacilities, Inormation TechnologyInrastructure Library (ITIL)-basedservice and delivery processramework, and the NetworkReliability and InteroperabilityCouncil (NRIC)

>

Seamlessly integrated withCiena’s Managed Spares andEngineer Dispatch servicesto provide a comprehensivemanaged operations service

Ciena’s Network OperationsCenter Services



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Ciena oers two standard services: Remote Network Management and

Basic Network Monitoring, described in detail below. Each can be

customized and lexibly designed to meet your needs. Customization

is a key eature o the Ciena Specialist Services portolio.

Monitoring services are targeted toward customers who desire to

oload incident detection, identiication, and response, and leverageCiena’s surveillance, monitoring, and reporting capabilities. Customers

who choose Basic Network Monitoring services generally have their

own Ciena-trained 24-hour ault management team (typically on-call),

or a high tolerance to network outages. Customers who select Remote

Network Management services typically do not have 24-hour access to

Ciena-trained personnel and have a low tolerance to network outages.

Remote Network Management Service (RNMS)

Continuous, proactive network surveillance is essential or detecting

problems as they happen, identiying perormance degradation prior

to network ailure, and solving critical issues around network

availability and business continuity. Ciena experts work rom a24-hour NOC to oer comprehensive, end-to-end ault management.

This service is designed to promote operational excellence and

enable customers to leverage Ciena’s dedicated operations expertise

and economies o scale.

The RNMS is a conigurable service that provides multiple

management unctions, including:

> 24-hour surveillance

> End-to-end case and ault management

> Fault identiication and alarm handling

> Fault triage, isolation, troubleshooting, and resolution

> Supervision o planned outages

> Management o ield technicians during ault scenarios

> Supervised management and dispatch o advanced replacement parts

> Escalation and supervision o network provider iber issues

The RNMS is perormed under strict SLAs to ensure a rapid and

ocused approach to ault resolution.

Basic Network Monitoring Service (BNMS)

The BNMS provides comprehensive network surveillance byproviding 24-hour monitoring o the network inrastructure.

In the case o a ault condition, Ciena will triage the alarm or

event then notiy the customer’s support engineers and provide

initial alarm details.

Benefts

> Provides 24-hour surveillance,monitoring and managementservices to address thebusiness-critical need or

continuous network availabilityand minimal downtime

> Eliminates CAPEX through ano-cost investment in the networkmanagement inrastructure

> Reduces OPEX dramaticallyby reducing 24 x 7 operationsstafng and leveraging Ciena’seconomies o scale and skills

> Reduces on-site stafngrequirements

> Eliminates ongoing engineer training costs or new products,sotware, and eatures

> Addresses network issues headon with the right level o skills tosolve the problem in the optimumamount o time

> Ensures quality o service deliveryand drives ault resolution withaccuracy and speed via stringentService Level Agreements (SLAs)

Ciena’s Network OperationsCenter Services



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Flexible Outsourcing Propositions

Building upon the RNMS and BNMS, Ciena oers urther

NOC propositions that provide lexible and partial

outsourcing solutions to counter the pressures o OPEX,

resource, and skills shortages—while enabling tight

control o network assets. These propositions are:

> Jumpstart Operations

> Remote Proessional Services

JumpStart Operations

Ciena’s Jumpstart service provides a managed

operations approach to the introduction o new

technologies into your network and seamlessly ollows

on rom Ciena’s Design, Planning and Implementation

services. Ciena will manage your new product

introduction in a Build-Operate-Transer delivery

model, covering all the bases to ensure a streamlined

integration with dramatically reduced risk. Build-Operate-Transer is a amiliar product introduction

strategy that overcomes the challenges related to

relatively short-term needs or experienced and

knowledgeable resources. The strategy copes with

additional build and operational requirements o a

new technology and maximizes the beneits outlined

in the preceding sales cycle.

Ciena will provide a comprehensive Build phase

perorming architectural and detailed design, site

engineering, installation, turn-up and acceptance.

In the later stages o the Build phase, the Operate phasewill begin and a progressive handover will take place.

The three base service elements o the Operate phase

are described below.

Network Management will be perormed through

Ciena’s remote NOC acility and typically ollows the

RNMS scope. Ciena will provide continuous, proactive

network surveillance, triage, troubleshooting and ault

resolution, while also handling network events, bringing

new network elements on line and perorming circuit

provisioning and device coniguration as required.

Managed Spares enables you to leverage Ciena’s

widespread geographical stocking locations and highly

eicient logistics capabilities to eliminate the

requirement and expense o stocking your own spares.

Ciena provides three SLAs to meet all levels o

operational demand and network redundancy, including

Next Business Day Dispatch and Next Day Delivery or

highly protected networks able to tolerate short-termoutage conditions, and 4-Hour Replacement or mission-

critical networks with accelerated restoration

requirements.

Engineer Dispatch is perectly aligned to Managed

Spares in that the SLA’s are exactly the same in order

to provide a complete resolution service; Ciena provide

geographically placed certiicated ield engineers to

perorm onsite trouble shooting and device replacement

under direct management o the operations sta in

the NOC.

Ciena’s Jumpstart Operations program allows you to

accelerate your new product introduction plans,

reducing the time to market or new services, and time

to beneits in terms o operational eiciencies. Many

customer operations organizations are dimensioned or

steady-state maintenance; introducing new technologies,

processes, and tools can prove a real challenge and slow

down progress. Jumpstart will enable Ciena to become

virtual members o your team to seamlessly introduce

the new inrastructure, handing over operational control

when a steady maintenance state has been reached and

your engineers are ully up to speed.

Remote Professional Services

Aligned and integrated with our RNMS and BNMS,

Ciena provides additional remote proessional services.

Depending on network size and complexity, these tasks

can be essentially one-o in nature and oten require

specialist expertise; customers can adopt a right-irst-

time approach to these tasks while leveraging Ciena’s

expert knowledge and skills to provide these services.

Training sta and maintaining knowledge to perorm

isolated tasks can be costly and introduce operational



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errors with inrequent skills usage. Below is a partial list

o these services:

> Circuit Provisioning

> Equipment Provisioning

> Network Coniguration and Reconiguration

> Event Management

> Sotware Upgrade

> Inventory Data Collection

> Protection Analysis

> Network Documentation Development

> Capacity Management

These services are typically tailored to meet individual

customer needs, which will always be deined upront as

part o the service discovery process. Ciena will provide

as much or as little input to the service as required,

enabling the customer to leverage their on-the-groundresources and capabilities. Ultimately, Ciena can provide

a comprehensive service to plan, execute, and

operationalize network changes prior to a controlled

handover to the customer.

Many o these types o tasks are perormed in the quiet

hours during allocated maintenance windows, and in

many cases present a peak requirement in staing which

may be a challenge or organizations scaled to provide

steady-state maintenance activities. Ciena provides

resourcing lexibility to perorm detailed and oten

labor-intensive tasks in the optimal time, making the

most eicient use o maintenance windows with a

reduced risk o regression or back out.

Ciena’s Remote Proessional Services portolio enables

customers resourcing lexibility to choose the most

experienced and knowledgeable resource to

successully plan and execute operational tasks. This

lexibility will provide a right-irst-time approach,

ensuring minimal usage o maintenance windows and

signiicantly reducing the risk o ailure and regression.

Ciena’s Network Operations Center

The three oundation pillars o eective and eicient

network operations are People, Process, and Technology.

Ciena has invested signiicant time and resources into

establishing and maintaining a successul network

operations environment and expanding capability to

manage urther parts o the Ciena product portolio.

People

Knowledgeable and experienced people are a key asset

or any NOC operation. Establishing and maintaining

knowledge in ront-line sta pays dividends in the speed

o ault resolution and overall productivity. Ciena’s

operational structure is based on placing the right level

o knowledge at the right place and at the right time.

> Experienced ront-line engineers skilled in a broad

range o customer networks across various technologies

perorm a wide range o tasks, rom resolving customer

issues to perorming preventative maintenance on

customer systems

> The operations management team is responsible

or the day-to-day supervision o the Ciena NOC

engineers and overall delivery o managed services

to customers. The operations manager serves as the

primary escalation point or the Ciena NOC engineers

and customer personnel or service-related issues

> A highly experienced 24-hour technical support

organization provides proven troubleshooting skills,

driven by Kepner & Tregoe certiication. Technical

support is seamlessly connected to the Ciena NOC

and ready to support ront-line engineers

when required



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> Front-line Ciena NOC engineering sta hold

an average o eight years experience in isolating

issues on client networks, regardless o the

connection type

> Ciena engineers progress through a structured

program o learning and proven experience,

rom associate through proessional levels, in

their chosen specialty (Carrier Ethernet orOptical Communications)

> Front-line NOC engineers must have at least

three years o relevant experience, and continue

through a program o cross-training by lead

specialists, and are sponsored to achieve wider

industry qualiications

> Engineers are encouraged to adopt two senior

technical mentors to validate and drive career

plans and technical learning

ProcessesWell-understood and highly practiced processes,

tightly coupled with eective systems, are critically

important to a smooth-running NOC operation. Timely

communication and prompt escalation are vital to meet

stringent SLAs or mission-critical networks. Ciena

specialists have established a set o best-practice

processes and ensure Ciena NOC engineers maintain

a strong working knowledge o these processes.

> Both technical and managerial escalation ensure

the right level o ocus and technical knowledge

are applied to the problem

> Practiced ault isolation and troubleshooting

processes enable a structured and ordered approach to

solving complex issues

> A Customer Playbook provides the process blueprint

or dealing with customer-speciic issues

> Detailed onboarding processes include a

comprehensive requirements capture phase to

ensure a right-irst-time approach and rapid path

to operational readiness

> Front-line processes are industry-compliant to ensure

service delivery quality and best practices

> Ciena is a TL9000 and ISO9001 certiied

services company

> Front-line processes and operating practices are

SSAE 16 Type II certiied, providing assurance o

operational stability, reliability, and scalability to

existing and prospective customers

TechnologyCiena’s NOC management architecture provides

monitoring and management capabilities that enable the

timely identiication o perormance impacting aults and

events, the diagnosis and resolution o technology issues,

and the automation o routine tasks.

Based on the device or level o service request, the Ciena

NOC utilizes a combination o the ollowing technologies:

Orion’s SolarWinds; HP’s OpenView Network Node

Manager (NNM); Microsot’s System Center Operations

Manager (SCOM); components o the NetIQ

AppManager Suite; NetCool probes to monitor andmanage customer applications and inrastructures; and

Ciena’s OneControl Network Management System. The

Ciena NOC can integrate with and manage virtually any

system management platorm that is SNMP-compatible.

This best-in-breed monitoring approach provides high

availability, robust device/interace perormance, and

capacity utilization data/metrics. These technologies are

evaluated constantly and will change over time in an

eort to continuously improve our NOC’s ability to meet

changing customer needs and requirements.

The Ciena NOC utilizes a trouble ticketing system called

Network Tracker, developed inside Ciena. This specially

developed system provides a signiicant level o lexibility

in terms o customization and urther eature development.

Network Tracker enables ault reporting and tracking in

the same manner as other commercially available trouble

ticketing systems, but oers unique customer notiication

and automated escalation eatures. Network Tracker

also interaces directly with Ciena’s external customer

Web portal so customers can monitor the progress o ault

resolution.



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The Ciena customer Web portal serves as the integration

point o managed services customers with the NOC’s

world-class People, Processes, and Technology. The

portal provides a platorm or communication between

customer sta and the Ciena NOC or service perormance

and availability reporting. The Web portal provides the

ollowing eatures and inormation:

> Technical documentation or all product releases

> Product-based technical support FAQs

> Product Change Notices (PCNs)

> Field Service Bulletins (FSBs)

>

Active (and historical) support and RMA tickets> Ability or customers to initiate support and RMA

tickets online

> A File Transer Protocol (FTP) site or service

support ile transers

> A Ciena sotware download portal

> Training inormation, including current class schedules,

course outlines, and training locations

> Order status inormation or new equipment and

new service orders

> Up-to-date Network Tracker trouble ticket status and history

> Posting o customer handbooks and monthly

reports or Ciena NOC customer

Ciena’s Network Operations Center Functionality

Customer PlaybookTo achieve eicient economies o scale within the NOC,

Ciena simultaneously manages multiple customer

networks. Ciena specialists employ a Customer Playbook

or each network to ensure each service delivery is

tailored to the customer’s unique reporting requirements.

Operationally, this document immediately orients the

ront-line NOC operator to the speciics o the customer’s

network and details how aults should be handled to that

customer’s speciication. Every Customer Playbook is

detailed and ormatted consistently to ensure quick and

easy access to key data. The Customer Playbook includes:

> Immediate contact details

> Speciic scope details

> Network details (node types, connectivity,

and sotware release details)

> IP addressing inormation

> NMS connectivity

> Speciic ault management procedures

> Notiication and escalation details

> Speciic SLAs

> Reporting requirements

A good example o how this inormation comes

together is illustrated in the way Ciena manages

Figure 1. Ciena’s integrated Network Operations Toolset provides continuous network surveillance, rapid ault identifcation and anaccelerated troubleshooting methodology enabling ront-line operators to quickly resolve network issues



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support or a large, high-speed optical network

between Chicago and New York, in which multiple

entities operate independently o one another. The

common denominator in this network is Ciena product

inrastructure, in conjunction with Ciena NOC-based

monitoring/alarming, integrated with Ciena Level 2 and

3 support. In this example, however, each entity has a

speciic support procedure, with dierent third-party

vendors and internal communications requirements.

A Customer Playbook was developed or each entity to

ensure precise support requirements were established

and maintained; all parties now have eicient and

accessible inormation available to make rapid and

eicient corrective measures.

Resilience

Resilience to ailure is vital in the case o managing

mission-critical networks. Ciena has taken multiple

contingency measures to ensure the window on the

network is continuously available or the most critical-need customers. For this market, Ciena oers:

> Two working, load-balancing Ciena NOCs in geographically

diverse locations or hot redundant ailover

> Three working, load-balancing call centers in geographically

diverse locations or hot redundant ailover

> Uninterrupted Power Supply (UPS) power system

supporting all critical servers and NOC inrastructure

> Short-term battery backup supported by a diesel-

powered generator plant

>

NMS backups perormed every evening, with back-upmedia stored osite

> Disk mirroring in place to ensure the integrity o server data

Security

Both physical and electronic security measures are

essential to ensure business continuity, customer

conidentiality, and data protection. Ciena places great

emphasis on maintaining high security levels throughout

our operation.

For electronic security, Ciena uses

a layered approach that envelops network devices and

systems and oers additional protection or the NMS.

Firewalls provide the irst point at which traic is

inspected and dropped, depending on packet load.

Intrusion detection resources use an updated

subscription-based rule set to match and alert Ciena’s

NOC sta o potential malicious traic 24 x 7. Network

security engineers ollow the industry’s best practices or

standardizing security on server builds, allowed protocols,

access list controls, VLAN segregation, and ongoing log

review to ensure any malicious traic is inspected,

resolved, and reported.

At the Ciena NOC acility, the ollowing electronic

security measures are in place:

> VMware to provide virtual servers where logical unit

numbers “LUNs” are established, to perorm

partitioning and maintain customer conidentiality

> 24 x 7 intrusion detection and prevention systems to

saeguard NMS integrity and customer conidential data

> Security based on the ollowing best practices and

standards: ISO/IEC JTC1/SC27, ISO/IEC 27001:2005,

ISO/IEC 17799:2005, NIST 800 Series, and the CoBit

Maturity Model

> Multiple security-related tools, SourceFire IDS

In addition, the ollowing physical security measures are

in place to address added security unctionality:

> Zoned key card access to multiple areas o the NOC acility

> Background security checks are routinely run on

ront-line Ciena NOC sta

> Physical security sta presence on a 24 x 7 basis

The NOC acility currently provides Level 2 security

or the U.S. Government Department o Energy and

is compliant with National Institute o Standards and

Technology (NIST) and Federal Inormation Security

Management Act (FISMA) requirements, in addition

to SAS70.

Connectivity

Connectivity rom the Ciena NOC acility to the Data

Communications Network (DCN) o the customer’s

network or monitoring, management, and remote

troubleshooting generally is made via a secure private

encrypted Virtual Private Network (VPN) connection

utilizing triple DES/AES 256bit encryption. Essentially,

the VPN is a secure mid-span meet via the Internet.Alternatively, a dedicated MPLS connection can be

established. Ciena typically recommends establishing

two VPNs; our engineers can work directly with the

customer’s IT sta to establish these through the

necessary irewalls and other security appliances.

I requested, Ciena can provide a ull turnkey end-

to-end engineering o the connections.



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Service Level Agreements

SLAs provide an essential component o service

customization and are designed to align with the criticality

o network availability and the level o protection built into

the network. Ciena specialists have developed standard SLAs

based on the service scope required by our customers.

During the onboarding phase o network management

and monitoring, it is critical to capture individual customer

requirements, clearly deining and reaching a mutual

agreement or the inal SLA. It is also important to

understand the critical nature o the network and the

protection mechanisms that may be in place, which also

can be central to deriving the right level o SLA. Service

SLAs are reported on a monthly basis.

Active SLA management is a key eature o Ciena’s NOC

operation. Automated generation o SLA reports and

real-time SLA alerts are essential in driving the required

ocus and attention. The service management platorm

Ciena employs allows service levels to be codiied within

the incident management system and dynamically tailored

to speciic contexts. SLAs are color-coded on the duration

and escalation ields so that, when displayed in a supervisor’s

dashboard, it is easy to see which incidents or alerts require

immediate managerial intervention. The SLA engine within

our incident management system proactively monitors its ownprogress using timers. To be inormed o the progress o SLA

compliance, conigured email notiications and other event

processes are created to generate the metrics necessary

to monitor achievement o the guarantees automatically.

PLANNING

> O&M Deep Dive

> Agree upon Milestones

> Agree upon Trial Success Criteria

> Identiy Project Participantsand dependencies

> Develop Plan

> Deine Resource Requirementsand Dependencies

> Identiy Risks and MitigationActivities

> Progress Reviews and Reporting

IMPLEMENTATION

> Create Customer Handbook

> Design DCN VPNConnectivity

> Establish DCN VPNConnectivity

> Test DCN VPNConnectivity

> Provision RNM Services

> Test RNM Services

> Setup Portal Access

> Acceptance

OPERATION

> Ongoing ServicePerormance Reviews

> SLA Managment

> Monthly Reporting

> Planned Outage Coordination

> Tracking and Escalationo WAN Issues

> Spares and FLM Coordination

> End-To-End Fault Managment

> Triage And Prioritisation

> Case Managment

4 WEEKS

Customer Onboarding

Based on their experience onboarding many customers,

Ciena specialists have created a robust and structured

onboarding process. Ciena has ound that a detailed

inormation exchange at the beginning o the engagement,ollowed by an agreed program plan, complete with assigned

roles and responsibilities, will prove successul in reaching

operational readiness in the shortest possible timerame.

Ciena begins the onboarding process through an

operational planning process, starting with a detailed

customer questionnaire that solicits preliminary

inormation such as site locations, VPN termination

points, customer IT contacts, and VPN or MPLSrequirements. This data-gathering is quickly ollowed

up with an operations and management discovery

meeting to validate and conirm the inormation



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provided, answer clariication questions, and reach agreement on

the speciics contained within SLAs and milestones on the path to

operational readiness.

Given the level o detail obtained at the operations and management

discovery session, the implementation phase begins with the development

o the Customer Playbook and, in parallel, the design and engineering o

the VPN connections. Once testing is complete and nodal management

is achieved, the Ciena NOC team will declare operational readiness.

Technology Coverage

Technology and product knowledge are vital to ensure rapid resolution

and recovery, which go hand-in-hand with economies o scale and the

experience o managing multiple products in a busy NOC environment.

Ciena’s optical and Ethernet network specialists provide management and

support over multiple technologies, including:

> Photonics

> SONET/SDH (RPR, LCAS, GFP)

> OTN

> Optical Control Plane (GMPLS, ASON, OSRP)

> Carrier Ethernet (PB, PBB, PBB-TE, PLSB, OEL2)

> IP and MPLS (Ethernet VPN and IP VPN technologies)

> IP Routing (BGP, OSPF, and IS-IS) and IP Multicast

> Storage Networking (Fiber Channel, ESCON, FICON)

In addition, Ciena’s ront-line network operations sta has extensive

network management expertise across numerous technologies. Some o

these include, but are not limited to, Frame Relay, ATM switching, MPLS

(architecture and deployment), Voice over IP, Video over IP, multicast, and

unicast—all o which are managed 24 x 7 x 365 over dierent types o

delivery methods: wireless, satellite, optical, and copper-based circuits.

Currently, Ciena’s ront-line network operations sta manages over 3,000

network devices rom multiple vendors including, but not limited to, Cisco,

Ciena, F5, Juniper, CheckPoint, Red Line, SourceFire, Nortel, Brocade,

Fortinet, 3Com, and Riverbed.

Information Technology Infrastructure Library (ITIL)

The ITIL ramework is a set o approaches and practices that guide service

management organizations in the eective governance o networks and

IT organizations. It provides ocus on the continual measurement andimprovement o the quality o IT service delivered, rom a business and

a customer perspective.

Ciena’s NOC and its partners’ implementation o the ITIL ramework

include a comprehensive set o best practices that are used to execute

Case Study:

Tier One Network Provider

Ciena currently provides the

Basic Network Monitoring scope

to a Tier One Carrier Managed

Services (CMS) provider. Initially,

the Ciena NOC provided a

remote and redundant (back-up)

24 x 7 NOC acility to ensure

business continuity and rapid

recovery. Ciena NOC ensures

customer business continuity by

tracking all alarms and event

closures and stepping in when

there is a risk o SLA compromise.

Case Study:

Mission-Critical Financial Services

Ciena currently provides Remote

Network Management services to

a customer in the inancial sector

with a mission-critical network o

26 nodes. Ciena provides a 24 x 7

NOC operation that augments the

customer’s 8am-to-5pm business

day operations. The customer has

decided to outsource the out-o-

hours operation to Ciena, therebysaving the operational expense o

a 24-hour operation.

Case Studies



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network service management, which oers a number o

beneits to our customer base. These include increased

competitive advantage through cost reduction, growth, and

agility; more business eiciency through streamlining o

processes; enhanced value through business and

operational and goal alignment; and improved customer

and user satisaction.

Ciena’s NOC is committed to providing high levels o quality,

consistency, and continual improvement to all its customers.

As a result, Ciena’s NOC Managed Services integrate the

ITIL ramework into our operations to create consistent

high quality and enable us to partner more eectively with

our customers to enable their business objectives.

Coniguration, change, and incident management are a

ew o the many ITIL practices and approaches Managed

Services utilizes to gain a competitive advantage.

Network Reliability and Interoperability Council

The NRIC partners with the FCC, the communications

industry, and public saety organizations to acilitate

enhancement o emergency communications networks,

homeland security, and best practices across the

telecommunications industry. Their recommendations

ocus on assuring optimal reliability and interoperability o

wireless, wireline, satellite, cable, and emergency

communications networks.

Why Ciena?

Incorporated in 1992, Ciena has been providing technical

support and network management services since its

inception. We have enhanced our capabilities through the

2010 acquisition o Nortel’s optical products business, and

today Ciena has over 1200 customers. Our team o

specialists provides a vast array o warranty services,

technical support, managed spares, engineer dispatch,

and network management services in a rapidly changing

and competitive technology landscape.

Ciena’s technical support organization has over 200

specialist engineers that provide proactive and immediate

reactive support to customers on a 24 x 7 basis. Engineers

are trained and certiied rom Level 1 through Level 4

through a robust accreditation program.



Ciena may rom time to time make changes to the products or specifcations contained herein without

notice. Copyright © 2013 Ciena® Corporation. All rights reserved. SB005 3.2013

Ciena’s network management and technical support

heritage has demonstrated the ollowing:

> Ciena currently provides NOC monitoring and

management to dozens o leading telecom, cable,

enterprise and government customers worldwide on a

24 x 7 x 365 basis

>

Current NOC customers include Tier One networkproviders to mission-critical networks in inancial,

medical, retailing, and government vertical markets

> A well-deined and seamless interace between

ront-line NOC engineering and the wider technical

support organization

> Ciena’s recent MTTR metric has been less than our

hours or 100 percent o instances, with all events being

acknowledged in under two minutes and all trouble

tickets opened in less than 10 minutes

> Ciena provides reactive troubleshooting services

(through our remote VPN), perorming ault-inding o network issues and driving resolution through ield level

maintenance and spares management to a wide and

diverse customer base (more than 300 globally)

> Ciena provides a Resident NOC Consultancy to

customers on a global basis

> Ciena regularly delivers related proessional services

to NMS customization

> On average over 700 trouble tickets processed per

week, with 300 RMA and repair and return requests,

and the remaining 400 tickets troubleshooting cases

Ciena Specialist Services

Ciena Specialist Services is a comprehensive services

practice designed to help you maximize your network

inrastructure investment. We oer an extensive team

o specialists who collaborate with you to build a system

o resources you can trust to achieve your critical

objectives, with best-o-breed solutions that optimize

network eiciency and perormance.

The Ciena Specialist Services portolio provides the

lexibility and level o expertise needed to address today’s

and tomorrow’s operations requirements, so you canchoose precisely how you would like to engage with us.

The portolio is divided into our unique service suites—

Consult and Design, Implement, Manage and Maintain,

and Ciena Learning Solutions—that combine to provide

unparalleled support throughout the entire service

liecycle.

About Ciena

Ciena is the network specialist. We collaborate with

customers worldwide to unlock the strategic potential o

their networks and undamentally change the way they

compete. With ocused innovation, Ciena brings together

the reliability and capacity o optical networking with the

lexibility and economics o Ethernet, uniied by a sotware

suite that delivers the industry’s leading network

automation. We routinely post recent news, inancial

results, and other important announcements and

inormation about Ciena on our Website. For more

inormation, visit www.ciena.com.

To learn more about Ciena Specialist Services,

call (800) 207-3714 US or +44-20-7012-5555 International,

or visit us at www.ciena.com

Networks that changethe way you compete.

http://www.ciena.com/




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