OpenView Network Node Manager: Designing and Implementing an Enterprise Solution

Drafting, Defining, and Finalizing an Operations Agreement

The operations agreement is between the users of the NNM tool and the Information Technology (IT) department. The operations agreement spells out what the NNM tool is expected to do, how support is provided by IT, what problem escalation procedures are in place, the uptime goals, the content of the maps, the definitions for the performance thresholds, and the type of performance data collected. This agreement may swell to a 50-page document and see many revisions and heated arguments before it is accepted by all parties.

The users and supporting parties for the NNM tool are enumerated in the operations agreement. The supporting parties are usually the IT department and the system administration ...