Standards in HEAnet. The great thing about standards is that there are so many to choose from. Rachael Holt & Gareth Eason, HEAnet

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1 Standards in HEAnet The great thing about standards is that there are so many to choose from Rachael Holt & Gareth Eason, HEAnet for TF-NOC, Zürich,

2 Agenda Advantages of standards? What standards? HEAnet & standards Hurdles & Disadvantages Lessons learned Next steps

3 Who are HEAnet? HEAnet is Ireland's research and education network (NREN) Set up in 1983 as a collaborative body by the seven Irish universities and the Higher Education Authority Became a non-profit, limited company in 1997 Approximately 50 staff serving 180,000+ end-users

4 What do we do? Provide high quality Internet services to our members Enable research and learning through leading edge shared services Act as a representative body for the ICT education & research community Facilitate innovation & collaboration Ensure value for money

5 What do we do? Provide high quality Internet services to our members Enable research and learning through leading edge shared services Act as a representative body for the ICT education & research community Facilitate innovation & collaboration Ensure value for money

6 Affiliations & Representations National IBEC TIF/Telecoms Internet Federation INEX/Internet Neutral Exchange ISPAI / Internet Service Provider Association of Ireland International EU funded Framework Projects RIPE Network Co-ordination Centre (NCC) DANTE/TERENA (37 countries) GÉANT/NREN Consortium Policy Committee JANET (UK) and JANET-CERT MoU with Internet 2/ NGI

7 Advantages of standards? Ability to collaborate Communicate using standard nomenclature / vocabulary Measurability of consistency & quality Comparability External verification Auditability (client audits)

8 Advantages of standards? Internal processes can be based on standards Saves us having to write from scratch Learn good practice from others Good standards are maintained Standards are only a guide You must write your own processes

9 Advantages of standards?

10 What standards? ISO 9000 ISO BS 7799 / ISO ITIL OSSTMM etom DPA (& other legislation / guidelines)

11 HEAnet viewpoint Standards group formed to examine: ITIL ISO Other relevant standards Recommend what HEAnet should do Report delivered April 2010 Examined ISO20000 & ITIL Recommended examining ITIL first then ISO (with some exceptions)

12 We are here HEAnet viewpoint

13 Hurdles Staff resistance Cost (of certification & training) Existing procedures Management buy-in Complexity Client resistance to change Lack of perceived benefit

14 Piecemeal approach ISO (BS 7799) Used by security team Capable of auditing client installations to standard Useful for client security audits Cannot further accredit HEAnet staff would require additional training & certification Only a limited # of staff qualified.

15 Piecemeal approach ISO Carbon gas emissions Direct & Indirect HEAnet carbon production measured & validated (audited) Purpose: 2010: Measure Carbon emissions 2011: Reduce Carbon emissions 2012: Continuous improvement Green Star network project

16 ITIL Service Desk Most likely to fix problem (by name alone) Likelihood of fixing problem (relative) NOC NMC Third Line Support Second Line Support Support Desk ITIL Service Desk Service Desk First Line Support Call Desk

0 NOC NMC Third Line Support Second Line Support Support

17 ITIL Service Desk Most likely to fix problem (by name alone) Likelihood of fixing problem (relative) NOC NMC Third Line Support Second Line Support Support Desk ITIL Service Desk Service Desk First Line Support Call Desk

18 ITIL Service Desk ITIL 'Service Desk' rename abandoned

Continuous Service Improvement Pervades all processes

19 Piecemeal approach Change management processes Request for change in writing Change approval process Continuous Service Improvement Pervades all processes & client contact incl. SLA agreement & requirements gathering

20 Data Protection Legislation as a type of standard HEAnet work with ISPAI, Government, Clients, etc. Telecommunications (Data Retention Act) 2011 EU directive 2006/24/EC

21 Lessons learned Hurdles are real! Lots of cost (time & resource) to implement Management must buy in A little at a time / piecemeal approach works well Staying ahead of customer needs is vital

22 Next steps Evaluate etom with ITIL Evaluate ICASA Continue ITIL 'good practice': Review and continuous improvement of services Look for other low-hanging fruit Review management and client 'buy in' Continue sharing & learning from other NRENs and their experiences

23 Your next steps? Hurdles? Cost (time & resource)? Management buy in? Piecemeal approach? Wholistic? Customer opinions? What are you doing about standards?

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