Version No. 01 Revision No.

03 Effective Date: 08/06/2010

HANDLING NETWORK INCIDENT

RESPONSIBILITY
START

DOCUMENTS AND RECORDS TO BE REFERRED

Supervisor/ Assistant Engineer

Alert from: NMS Complaint from user

Nagios / Service Desk Ticket/ Airwave Server

Supervisor/ Assistant Engineer

Incident Assignment

Service Desk System

Technician/ Assistant Engineer

Online Troubleshooting

Switches/ Routers/ Manufacturers Manual/ Wireless Controller / LDAP Server / DHCP Server/

Technician/ Assistant Engineer

Solved ?

NO

Onsite troubleshooting

YES

Technician/ Assistant Engineer

NO

User information

Service Desk System/ Phone Call

YES Service Desk System

END RECORD

Flowchart 5.1

Version No. 01 Revision No. 03 Effective Date: 08/06/2010

MONITORING NETWORK PERFORMANCE

RESPONSIBILITY

DOCUMENTS AND RECORDS TO BE REFERRED

START

Supervisor/ Assistant Engineer

Monitor every network status -network health -network traffic -network application

Refer to Bandwidth Management / Network Management System/ Wireless Controller / Airwave Server

Assistant Engineer/ Technician

Health Condition OK?

NO

Troubleshoot

Intrusion Prevention Devices / Wireless Controller

YES

Go to procedure of Handling Network Incident (5.1)

Supervisor

Print Monthly Report

Supervisor

File Records

Network Performance File/ Wireless Network Monthly Report

END

Flowchart 5.2

Version No. 01 Revision No. 03 Effective Date: 08/06/2010

MANAGEMENT OF PROTOCOL AND PORT

RESPONSIBILITY DOCUMENTS AND RECORDS TO BE REFERRED

USER

Email / Phone / Service desk system

Engineer Identify application usage

Engineer

Configure Firewall

Firewall manual/ Wireless Controller

Engineer

Inform user Email

NO

Engineer

Confirm?

YES

END

Firewall Entry Records

Flowchart 5.3

Version No. 01 Revision No. 03 Effective Date: 08/06/2010

MANAGEMENT OF QUALITY OF SERVICE (QoS) ; PORT, PROTOCOL, PRIORITIZATION, APPLICATION

RESPONSIBILITY

DOCUMENTS AND RECORDS TO BE REFERRED

START

User K/C/D

User request

Service call number, email

NO

Engineer

Approved?

Information rejected

If rejected, inform HOD or DD; email or verbal

YES

Engineer

Configure

Bandwidth Management / Wireless Controller

NO

User

User confirmation

Confirm through phone / Email

YES

END

Flowchart 5.4

Version No. 01 Revision No. 03 Effective Date: 08/06/2010

MANAGING NETWORK INFRASTRUCTURE PROJECT

RESPONSIBILITY
START

DOCUMENTS AND RECORDS TO BE REFERRED

Engineer Identifying scope of work

ICT Strategic Planning/ Circular/ Letter/ Memo

Engineer

Project Analysis

Business Plan

Engineer

Project design

Proposal / Tender Specification/Project Management Plan

Engineers, Director and Deputy Director

Technical evaluation

Proposal/ Report

Engineer / Administrative

Procurement / tender

Tender Document/ Procurement Form

Engineer

Installation / delivery

Invoice/ Delivery Order/ Letter of Award

Engineer

User acceptance test

Testing and Commissioning Report/ Operation and Manual Document

END

Flowchart 5.5

Version No. 01 Revision No. 03 Effective Date: 08/06/2010

MANAGEMENT OF MALICIOUS ACTIVITIES

RESPONSIBILITY START DOCUMENTS AND RECORDS TO BE REFERRED

Assistant Engineer

Monitor network traffic

Intrusion Prevention System/ Firewall/ Bandwidth Management/ Wireless controller/ Airwave Server -Network slow -Application slow -Abnormal traffic -Network intermittence -Attack

NO

Symptoms? Assistant Engineer

YES

Supervisor

Check appliances

Intrusion Prevention System/ Firewall/ Bandwidth Management/ Wireless controller/ Airwave Server

Supervisor

Identify ID source and destination

-Identification of source/
destination IP address

Intrusion Prevention System/ Wireless controller/ Wireless Firewall/ Airwave Server Bandwidth Management / LDAP/ DHCP Server Intrusion Prevention System/ Wireless controller/ Wireless Firewall/ Airwave Server Bandwidth Management / LDAP/ DHCP Server

Supervisor

Deploy prevention

-Block IP / mac address -Minimize bandwidth -Minimize application -Isolate network

YES

Symptoms exist?

Intrusion Prevention System/ Firewall/ Bandwidth Management

NO

Assistant Engineer

Inform user

Email announcement

END

Monthly report

Flowchart 5.6