Improving network management systems with contextual inquiry methodology

The construction of network management systems sometimes proceeds without a clear understanding of how network operators are expected to use such systems. In this paper we briefly describe a methodology called contextual inquiry for understanding how field operators do their work. The output of the contextual inquiry includes a work flow diagram showing points at which the operations break down. These discoveries may influence the development of network management systems. We apply the methodology to a real company in the USA (which must remain unnamed) and derive a work flow diagram of the company´s management practices. Next we look at a more-or-less research-based solution that may alleviate some of the problems of the operation but yet hasn´t been adopted. Finally, we discuss several reasons why research-based solutions are sometimes slow to penetrate the industry