Question: How should we determine the appropriate network-support staffing level for a 10,000-node network?

Our Advice: Network organization staffing models should be guided, in our view, by business-process considerations. In this context the Open Systems Interconnection (OSI) Management Framework provides a useful starting point where network management processes are:

• Fault management -- Detect, isolate, notify, and correct faults encountered in the network
• Configuration management -- Configuration aspects of network devices such as configuration file management, inventory management, and software management
• Performance management -- Monitor and measure various aspects of performance so that overall performance can be maintained at an acceptable level
• Security management -- Provide controlled access to network devices and corporate resources to authorized individuals
• Accounting management -- Collect network support and usage information, allocate expenses, bill for network services, and prepare financial reports

This framework has been used primarily to write specifications for network-management software but is equally relevant in the broader context intended here. Separation of work between network operations and network planning and architecture is another important dimension to designing network staffing models.

The process of developing a network architecture can be broken down into six steps:

• Prepare needs analysis
• Identify architectural issues and projects
• Develop architectural alternatives
• Select optimal alternative
• Conduct competitive procurement
• Manage implementation

Since network technology encompasses a wide scope, the work tasks can be grouped into technical specialties, including:

• Local-area data communications -- LAN, wireless, video (IP multicast), VPN, network management systems
• Data-communications security -- Firewall, DMZ, antivirus, anti-spam, access-control tools, intrusion detection, network-security standards, network-security monitoring tools
• WAN -- Routers, WAN services, Internet service
• Network media -- Cable, wire, outside plant, wire closets

Staffing Recommendations
Staff roles (job descriptions) should be aligned primarily with the five network-management processes and the six network-planning and -architecture processes, and secondarily with the four groups of technical specialties. For a 10,000-node network, we recommend a staff of at least six--a network operations manager, a project management and architecture manager, and at least four network-support specialists.

• The network operations manager would be responsible for successful operation of the network and for implementing the five network-management processes. This manager would additionally be responsible for performance management of the network-support specialists.
• The project management and architecture manager would be responsible for successful planning, design, and implementation of all networking projects. This role would include the six architecture process steps listed above.

Organizational structure, performance measurement, and compensation should be established after, and conform to, a needs analysis and formal definition of the work processes. Redoing the organization without identifying needs and rethinking processes is best characterized as "rearranging the deck chairs on the Titanic."

-- Michael Kennedy