Operations, administration and management

Operations, administration and management or operations, administration and maintenance (OA&M or OAM) are the processes, activities, tools, and standards involved with operating, administering, managing and maintaining any system. This commonly applies to telecommunication, computer networks, and computer hardware.

In particular, Ethernet operations, administration and maintenance (EOAM) is the protocol for installing, monitoring and troubleshooting Ethernet metropolitan area network (MANs) and Ethernet WANs. It relies on a new, optional sublayer in the data link layer of the Open Systems Interconnection (OSI) model. The OAM features covered by this protocol are discovery, link monitoring, remote fault detection, remote loopback.

Standards


OAMP

OAMP, traditionally OAM&P, stands for operations, administration, maintenance, and provisioning. The addition of 'T' in recent years stands for troubleshooting, and reflects its use in network operations environments. The term is used to describe the collection of disciplines generally, as well as whatever specific software package(s) or functionality a given company uses to track these things.

Though the term, and the concept, originated in the wired telephony world, the discipline (if not the term) has expanded to other spheres in which the same sorts of work are done, including cable television and many aspects of Internet service and network operation. 'Ethernet OAM' is another recent concept in which the terminology is used.

Operations encompass automatic monitoring of environment, detecting and determining faults and alerting admins. Administration typically involves collecting performance stats, accounting data for the purpose of billing, capacity planning using Usage data and maintaining system reliability. It can also involve maintaining the service databases which are used to determine periodic billing. Maintenance involves upgrades, fixes, new feature enablement, backup and restore and monitoring the media health. The major task is Diagnostics and troubleshooting. Provisioning is the setting up of the user accounts, devices and services.

Although they both target the same set of market, OAMP covers much more than the five specific areas targeted by FCAPS (See FCAPS for more details; it is a terminology that has been more popular than OAMP in non-telecom environs in the past). In NOC environments, OAMP and OAMPT are used to describe problem management life cycle more and more - and especially with the dawn of Carrier-Grade Ethernet, telco terminology is becoming more and more embedded in traditionally IP termed worlds.

O - Operations A - Administration M - Maintenance P - Provisioning T - Troubleshooting

Procedures

Operational

Basically, these are the procedures you use during normal network operations.

They are day to day organisational procedures: handover, escalation, major issue management, call out, support procedures, regular updates including emails and meetings. In this section group you will find things like: Daily Checklists, On-call and Shift rotas, Call response and ticket opening procedures, Manufacturer documentation like technical specifications and operator handbooks, OOB Procedures

Administration

These are support procedures that are necessary for day-to-day operations - things like common passwords, equipment and tools access, organisational forms and timesheets, meetings minutes and agendas, and customer Service Reports.

This is not necessarily 'network admin', but also 'network operations admin'.

Maintenance

Tasks that if not done will affect service or system operation, but are not necessarily as a result of a failure. Configuration and hardware changes that are a response of system deterioration. These involve scheduling provider maintenance, standard network equipment configuration changes as a result of policy or design, routine equipment checks, hardware changes and software/firmware upgrades. Maintenance tasks can also involve the removal of administrative privileges as a security policy.

Provisioning

Introducing a new service, creating new circuits and setting up new equipment, installing new hardware. Provisioning processes will normally include 'how to' guides and checklists that need to be strictly adhered to and signed off. They can also involve integration and commissioning process which will involve sign-off to other parts of the business life cycle.

Troubleshooting

Troubleshooting is carried out as a result of a fault or failure, may result in maintenance procedures, or emergency workarounds until such time as a maintenance procedure can be carried out. Troubleshooting procedures will involve knowledge databases, guides and process to cover the role of network operations engineers from initial diagnostics to advanced troubleshooting. This stage often involves problem simulation, and is the traditional interface to design.

See also

References

  1. ↑ Operators Given Performance Management For Ethernet With New Standard
  2. ↑ 802.1ag - Connectivity Fault Management
  3. ↑ IEEE 802.3ah EFM Standard Ratified


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