The Operation Request Process

Guide V1.5
OP Definition:
First of all. An OP, can be defined as a planned or scheduled Downtime, which is usually required in the
case of planned or preventive maintenance to: upgrade or update software, firmware, or hardware; grow
or alter the systems hardware configuration; physically move the equipment or alter its network
configuration; and so on. The ITIL defines the OP as follows:
Results from a scheduled or planned maintenance, installation, or manual initialization. This includes
such activities as parameter loads, software/ firmware changes, and NW growth/update, cutover (for
example, switch replacement or absorption), hardware or software growth, preventive maintenance,
routine or scheduled diagnostics, data table change, software patching or updates, software generic
upgrade, program backup, and data backup.
Typically enterprises and service providers will plan scheduled outages to occur during so - called
maintenance windows (i.e., when system usage will be light) to minimize any user impact. Maintenance
windows are traditionally scheduled in the middle of the night where the equipment is physically located,
such as between midnight and 4AM local time. However, it has become more challenging to pick low
usage periods. While maintenance teams will often require time for preparation work, followed by time to
execute all of the steps of the OP Procedure, and additional time for post work activities, any period of
user service impact should be minimal.
Periods of service unavailability due to scheduled outages are generally excluded from service availability
metrics provided that the duration of service impact is no longer than expected (e.g., the official service
disruption time expected for successful execution of the particular Method of Procedure). Should the
period of service impact be significantly longer than expected (e.g., due to a failed procedure execution,
or a hardware or software failure occurring during execution of the procedure when the system was
exposed), then the excess service downtime may be recorded as a service outage and impact service
availability metrics.
The Operation Request Process:
The OPs request process, as defined above, was developed based on the standard outage procedures
that has been undertaken over the years. Basically, it aims to set a unique and standardized set of rules
& procedures to control the execution of any operation. Which will help to limit the impact of those OPs on
the running service and also increase the efficiency of the day to day operations.
The process, has the following main parts:
IIIIII-

The OP category.
The OP plan.
The OP effects.

Based on that notion, two main OP categories has aroused. They are: the Standard OP request, and, the
Special OP request. Both have their own set of rules when it comes to the right & supposed way to use
either one.
1- The Standard Operation Request Process:
The Standard OP request process defines the process that deals with and handles the planned events
with the severity status of (1 & 0), in other words:
1- That are not urgent (not of severity of 5, 3, & 4).
2- That are uniquely and clearly defined in terms of: Its Category, Its Plan, Its effects, and the overall
impact of its execution on the running services.

The Operation Request Process

Guide V1.5
Based on that, and the fact that, our departments have developed routines that clearly defines the best
practices as to deal with each OP request. Weve characterized & approved each of those practices into
the following Standard OP categories:
A- Replacement/Installation:
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.

Replacing/Installing (Upgrading) a 24P SW with a 48P one.

Changing/Installing a Sites UPS (1,2, & 3KVA)
Replacing/Installing a UPS Batteries
Replacing/Installing a Site Power Supply
Installing a new PDU Replacing a PDU
Replacing an AF link with an AF-HD - Installing a new AF link
Replacing a CCR1016 with a CCR1036
Replacing a CCR with a SW
Replacing a SW with a CCR
Replacing 2 CCRs with a SW
Replacing a 24P SW with a Quanta SW
Replacing a 48P SW with a Quanta SW
Replacing a CCR with a Quanta SW
Installing a new 24P SW.
Installing a new 48P SW.

B- Upgrading/Downgrading a Firmware:
1. Upgrading a SW Firmware.
2. Updating an ASR Firmware.
3. Updating the Cisco Blade Chases FW.
C- Relocation:
1.
2.
3.
4.

Relocating a group of devices (RBs, Min of 6) from one place to another in the same shelter
Relocating devices to a new shelter
Relocating an AF from one Tower to another
Relocating a Trango from one Tower to another

D- Upgrading a Device/Equipment Setup:

1.
2.
3.
4.
5.
6.

Mounting a 10G, ASR Slot

Upgrading a 1+0 Apex Trango Link to Lynex
Upgrading a 2+0 Apex Trango link to (Apex+Lynex)
Upgrading a 2+0 Apex Trango link to Lynex
Upgrading a 1+0 Apex Trango link to 2+0 (Lynex as well)
Installing a new Cisco Blade Chases to the UCS Manager.

E- Rearrangement:
1. Rearranging a Rack contents.
2. Rearranging a whole Site.
F- Maintenance:
1. Tower Maintenance.
2. General Maintenance & upkeep.

The Operation Request Process

Guide V1.5
G- Other(s):
1.
2.
3.
4.

Debugging an Open-Stack related issue.

Performing a Fail-Over Test on the Cisco Blade Chaises.
Re-Configuring a TV server.
VOIP/PRTG Server Migration.

Now, after weve systematically categorized the OPs. Similarly & consequently, weve organized each
corresponding sequence of actions, or plan, of every OP category into similar classification scheme. We
were able to get the following:
A- Replacement/Installation Plans:
1. The Team will set up the new UPS, and then theyll mount the SNMP Card and connect the
batteries.
2. The Team will set the new CCR, connect it to a power source, and theyll relocate the links
one by one.
3. The NOC(S) Team will set up the CSW, then, the Tech team will mount it and connect it to a
Power Source. Finally, theyll relocate the links one by one under the NOC(S) supervision.
4. The Team will set the new RB, connect it to a power source, and theyll relocate the links one
by one.
5. The NOC(S) will set up the SW, and the Tech. Team will install it and connect it to a power
source, and finally theyll relocate each port individually.
6. The Team will dismount the old BUC, connect the new one, and then the Transmission Team
will forward service.
7. The Team will dismount one BUC, install the new one, forward service. And the same
process will be undertaken on the 2nd BUC.
8. Replacing a CCR1016 with a CCR1036. By installing the new one, relocating the cables, and
taking off the old one.
9. The Team will disconnect the BUC from the old PS, install the new one, and mount the BUC
back again.
10. The Tech. will change the Batteries one by one.
11. The Team will disconnect the old PS. install the new one, and connect everything back again.
12. The Tech. will mount the new SW, power it up. And then, he'll relocate each port to the new
SW under the Engineer supervision.
13. Replace the Plug tied to the old PDU and transfer it to Another PDU and add a second PDU
and connect the ups input on a circuit breaker.
B- Upgrading/Downgrading a device firmware Plans:
1. The NOC(S) Team will apply the configuration, and then reboot the device.
2. The Bug will be located, then a firmware upgrade will be applied, followed by rebooting the
device.
3. Move the new firmware into Switch/ASR and then install it, followed by rebooting the
Switch/ASR.
C- Relocation Plans:
1. The Technicians will relocate all points from the old shelter BRs to the new BRs in the new
shelter, by relocating each point individually.
2. The Team will relocate the BR, set it up in the new place after labeling its LANs, then theyll
relocate the LANs (points) one by one.
3. The Team will unmount the rack, relocate it to its new place, and connect the
dependencies/equipment back again.

The Operation Request Process

Guide V1.5
4. The Team will unmount the AF (Slave/Master), relocate it to the new tower, mount it back
again, and realign the whole link.
D- Upgrading a Device/Equipment Setup Plans:
1. Replace the Plug tied to the old PDU and transfer it to Another PDU and add a second
PDU and connect the ups input on a circuit breaker.
2. The team will Distribute the load of the following devices UPS without outage by relocating
one of the power supplies of each device to the new Ups and keep the other one
connected to the old UPS.
3. The Technician will add the Slot. Then the NOC will modify the configuration.
4. The Team will dismount the old BUC, connect the new one, and then the Transmission
Team will forward service.
5. The Team will dismount the BUC, install a new combiner, and then connect the BUCs (with
the new one) back again.
E- Rearrangement Plans:
1. The Team will rearrange the site by working the BRs, correcting their LANs lengths and
labeling them, and move on to the Wireless Links, and final the main SWs.
2. The Tech. Team will handle one Cable at a time, re-wire it through the new trays, and plug
it back in, and make sure its working, and then move on to the next one.
3. The Joint PWR-Civil Teams will undertake the OP following those steps
a. Preparing the new Main C-SW & the old C-SW.
b. Relocating the ASR and their EoIPs.
c. The remaining SW and RBs (if any) (with the links) will be relocated.
d. The remaining BRs LANs will be relocated.
4. The Tech. Team will arrange the cables one by one, making sure that every outlet will get
back to normal.
F- Maintenance Plans:
1. The Team will clean the port, pigtail/FOC ends with a cleaning kit, and theyll reconnect
them again.
2. The Team will replace the SFP, pigtail, if the cleaning didnt help.
3. Tower maintenance will be done by replacing the steel wire(s) and then, tightening them,
followed by adding Hooks and Accessories.
4. The Team will unplug the device/piece of equipment, clean it, and then connect it back
again.
G- Other Plans:
1. Using the Old Equipment/Devices/Software again.

2- The Special Operation Request Process:

The process aims to deal with any planned event whose categories, plans, effects, and its overall scope
either deemed to be very critical, or the stakes of performing it are too high, or it has a vast effects that
cannot be easily overlooked. This definition can be expanded to any standard OP if the circumstances
proved that its necessary to deal with in deferent way.
The Special OP request process has the same parts as the standard one, however, its not bound by
categories and their corresponding plans, and require more details in order to be approved by the COO.