Current Trends in Network Management Maintaining Acceptable Chaos.
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Transcript of Current Trends in Network Management Maintaining Acceptable Chaos.
Copyright 1999 Eltrax Network Services, Inc.
Maintaining Acceptable Chaos
Service Level Managementfor Accountable Providers of Service
(Maintaining Acceptable Chaos)
Copyright 1999 Eltrax Network Services, Inc.
Major Forces driving change in business
Historic Solutions
Managed service customers require
differentiated service across diverse platforms
Deliver the network services you’ve promised
Current Trends in Network Management
Copyright 1999 Eltrax Network Services, Inc.
Powerful forces Driving Change In Business
CHANGETelecommunicaitonsFinanceUtilitiesGovernment
CHANGETelecommunicaitonsFinanceUtilitiesGovernment
NEW ENTRANTSTelcosISPs
NEW ENTRANTSTelcosISPs
PrivatizationPrivatization
Utilities enterTelecommunicationsUtilities enterTelecommunications DEREGULATIONDEREGULATION
Copyright 1999 Eltrax Network Services, Inc.
Multiple Consoles Is your NOC a “console farm” with scrolling screens of alarms--inefficient, ineffective, and/or costly to run?
Data Overload Are your operators overloaded with event data?
Diverse PlatformsDo you wrestle with alert data in a variety of formats --disabling your management tools from sharing information?
Service Level Oriented
Are you trying to comply with defined SLAs between your NOC and customers or internal departments you serve?
Service Views Across Platforms
Do you deliver service across multiple disparate management platforms to different customers?
QuestionnaireWhat problems do you have?
Copyright 1999 Eltrax Network Services, Inc.
Network Management IssuesTotal Cost of 5-Year Ownership > $65,000Total Cost of 5-Year Ownership > $65,000
Capital PurchasesCapital Purchases21%21%
AdministrationAdministration13%13%
Technical SupportTechnical Support21%21%
End User OperationsEnd User Operations
45%45%
helpdesk Inventory Management
ServiceDesk
Software Upgrades& Installations
Protocol Analysis & Network PerformanceSoftware MeteringDesktop Management
& ControlSoftware UsageMonitoring Workstation Diagnostics
Copyright 1999 Eltrax Network Services, Inc.
Platform Transitions
Unix
NTNT
Legacy
Video & Data
BothBoth
Voice Only
Frame Relay
ATMATM
Dedicated
Copyright 1999 Eltrax Network Services, Inc.
Systems Management Market
Applications Management
Automated Operations& Job Scheduling
Legacy SystemsManagement
StorageManagement
Network & Event Network & Event ManagementManagement
New Customer Requirements
Deploy Technology• Gigabit• WAN• Switching
Internet• Data Security• Web Performance
Reducing TCO• Downtime• Degradation• Staffing
NetworkManager
Proactive Mgmt• Planning• Problem Avoidance
Copyright 1999 Eltrax Network Services, Inc.
Market Dynamics to Integration
ServerServerManagementManagement
SwitchSwitch
Help DeskHelp Desk
IntegratedIntegratedSolutionsSolutions
SecuritySecurity
Reporting Event Management Alerting Scripting RDBMS GUI
Common Environment:Common Environment:NetworkNetwork
ManagementManagement
IT MORE WIDESPREAD
1975 1990 1995
30
308
480
'81Aug
'83Aug
'85Oct
'87Dec
'89 '90 '91 '92 '93 '94 '96Jan
0
2,000
4,000
6,000
8,000
10,000
Oct
ThousandsCAGR 116%CAGR 116%
Source: MERIT, Information WizardsSource: McKinsey analysis
Global computer industry revenue$ billions
Copyright 1999 Eltrax Network Services, Inc.
IT SYSTEMS MORE LINKED TO BUSINESS RESULTSFinance industry example showing multiple order effects
First ordereffects
First ordereffects
Second ordereffects
Second ordereffects
Third ordereffects
Third ordereffects
SUBSTITION OFEXISTING PROCESSES
ADDITION OFNEW PROCESSES
ADOPTION OFNEW BEHAVIOURS
• Cheque processing• Accounts recording
and preparations
• Real time credit checking
• Customer relationship management (databases)
• ATMs• Telephone banking• Internet banking
Copyright 1999 Eltrax Network Services, Inc.
Source: Micromuse
VERTICAL MODEL HORIZONTAL MODEL
Chip
Hardware platform
Operating system
Middle ware
Application
Channel
Service
USERS USERS
IBM B. U. N. C. H.
ILLUSTRATIVE
CHANGE RESTRUCTURES BUSINESSComputer industry example
Copyright 1999 Eltrax Network Services, Inc.
Source: Micromuse analysis
IT SERVICE DEPARTMENTS INCREASINGLY HAVE TOPROVE VALUETypical activity value analysis approach
Monitorperformanceagainst SLA
Monitorperformanceagainst SLA
Search for lowestcost supply
Search for lowestcost supply
Define serviceoutput
Define serviceoutput
Service levelagreement
In-housetenders
End to endperformance and
availability
Realtime
Historic£
Copyright 1999 Eltrax Network Services, Inc.
TELECOM INDUSTRY GOING HORIZONTAL ANDADOPTING MULTIPLE PLATFORMS
VERTICAL INTEGRATED PTTs HORIZONTAL INDUSTRY
Switch vendors
Router vendors
Software vendors
Backbone carriers
Retail carriers
Channels
On-site service
Service providers will integrate services for end
users from multiple vendors
Copyright 1999 Eltrax Network Services, Inc.
BUSINESSCUSTOMER ABUSINESS
CUSTOMER A
BUSINESSCUSTOMER BBUSINESS
CUSTOMER B
BUSINESSCUSTOMER CBUSINESS
CUSTOMER C
BUSINESSCUSTOMER DBUSINESS
CUSTOMER D
MANAGED NETWORKSERVICE PROVIDER
OUTSOURCING
OUTSOURCING
Managed service customers require differentiated service across diverse platforms
Copyright 1999 Eltrax Network Services, Inc.
Historic Solutions:
“ “Implementing an enterprise Implementing an enterprise
management framework is like management framework is like
undergoing major surgery.”undergoing major surgery.”
Network WorldNetwork World1/12/981/12/98
Copyright 1999 Eltrax Network Services, Inc.
$1-4 Million License Cost
18-24 month implementation
Implementation costs “surpass the salaries of most
professional athletes” - Information Week
“No suites vendor including CA and Tivoli provide
comprehensive coverage of all NSM disciplines”
- Gartner Group
Historic Solutions:
Copyright 1999 Eltrax Network Services, Inc.
CompletedCompleted
30%30%
70%70%FailedFailedAbandonedAbandonedPartially UsedPartially UsedNot UsedNot Used
Gartner Group 1998Gartner Group 1998
Historic Solutions Success RateImplementation results after 36 monthsImplementation results after 36 months
Copyright 1999 Eltrax Network Services, Inc.
HQ
PlantMarketing
Sales Engineering
Economies of scale Infrastructure and souring Network communications Automation
Multiple customers enables knowledge leadership
Access new technology faster Outsourcing
Managed Network Service Provider
Mass Production of Network Services
Copyright 1999 Eltrax Network Services, Inc.
Service Provider Requirements
Problem & PolicyManagement
Problem & PolicyManagement
Topography,Asset &
Inventory
Topography,Asset &
Inventory
Service Level& Impact
Management
Service Level& Impact
Management
Service ActivationProvisioning
& Billing
Service ActivationProvisioning
& Billing
Service Level& Impact
Management
Service Level& Impact
Management
Copyright 1999 Eltrax Network Services, Inc.
Implementation of Management Solutions
Linear Scalability
Size
Per
form
ance
No Management
Network and Systems domain management
Service Level Management
Copyright 1999 Eltrax Network Services, Inc.
What Service Level Management does...
Real-time Status of/and Impact upon Elements and Services
Monitor Availability and Compliance with agreed Service Levels
Elements
Services
Copyright 1999 Eltrax Network Services, Inc.
CENTRALISED MAINFRAME SIMPLER TO MANAGE
MAINFRAMEMANAGEMENT
NETWORKMANAGEMENT
NETWORK
VDUMAINFRAME
Source: McKinsey database, McKinsey analysis
STRONG GROWTH IN DISTRIBUTED ARCHITECTURES
12
42
33
24
19
12
57
1
PCs
Workstations
Mid-range
Mainframe
100% = $38b $117b
1983 1995
Mid-range
Workstations
PCs
Mainframes-8
3
15
16
Processor revenues% by type
Compound annual growth rates1990-95
Copyright 1999 Eltrax Network Services, Inc.
ELEMENT MANAGEMENT MORE SOPHISTICATED BUT NOT SERVICE LEVEL MANAGEMENT
Application
Desktop
Network
Database
Server
NOT service levelmanagement
Managementstation
Customisedconfiguration
ofmanagement
Component reports
• Component managementon its own
• Customised configurationof component manager
• Historic reports oncomponent performance• Performance
• Uptime
EXAMPLE TOOLSHP OpenViewIBM / CACabletron Spectrum
Copyright 1999 Eltrax Network Services, Inc.
NETWORK SERVICES RUN ACROSS HETEROGENEOUS PLATFORMS
Modem
LAN
Web server
Application
WAN
Legacy hardware
Legacy application
PBX
Dial upaccessservice
Independentmanagement
domains
• Network services run acrossmultiple components
• Existing platforms haveindependent management
• End to end service is the keymetric and requires correlationacross each element manager
Example of salesman doing remote order entry
Copyright 1999 Eltrax Network Services, Inc.
DATA PRICES FALLINGCost of ISDN national call, pence per minute
Source: British Telecom
1992 1993 1994 1995 1996
14.913.4
12.010.8
9.8
In pricecompetitive
markets, servicethe ONLY viable
basis ofcompetitionfor subscale
players
Copyright 1999 Eltrax Network Services, Inc.
Measure Only What Matters
TYPICAL MEASURERS
Is The Network Working?When will it be going Down?Can’it authorise a credit card in 5
seconds?
Retail chain example
4 2 3
1
NOT 100 DIFFERENT METRICS
Copyright 1999 Eltrax Network Services, Inc.
MULTIPLE VIEWS NEEDED OF PROVIDER’S NETWORK
SINGLE NETWORK
Managed NetworkService Provider
CUSTOMER A
Requires view of faultsonly in their own network
CUSTOMER B
Requires view of faultsonly in their own network
Copyright 1999 Eltrax Network Services, Inc.
THE HUMAN SOLUTION TO SERVICE LEVEL MANAGEMENT
BA
DC
Customerservice to
A
Customerservice to
A
Customerservice to
B
Customerservice to
B
Customerservice to
C
Customerservice to
C
Managed NetworkService Provider
Managementplatforms
Operatorconsoles Operators
Customerservice level
4 COMPONENT ARCHITECTURE
Admin Users
Object Server(s)
Manager 1probe
Manager 2probe
Manager 3probe
Presents data to operators, usersand other applications
Processes data in
common format
Acquires data from element
managers across theenterprise
Gateways3
4
2
1
TELCO APPLICATIONS
Networks
Services
Corporate
Telco
• Hutchinson Telecom• BT CSO
Applicationse.g. SAP
Outsourcing
MNS
ISP
Internal Data
Wireless
SDH
Voice
• Cable & Wireless• Motorola
• BT Syncordia• Pacific Bell• GEIS• Deutsche T• Info net• Telecom
Italia
• Airtouch• Cellular One
• Worldcom• Excel
Communications
X.25
Frame relay
ATM
• Worldcom
• UUNet• AOL
Satellite • Vyvx
Copyright 1999 Eltrax Network Services, Inc.
Reducescapital
investment
Cutsoperating
costs
Enables newvalue
delivery
Consolidatingdelivers business
benefit
• Enables customized service deliveryand proof of service levels
• Allows rapid deployment of new services
• Consolidates network operations• Expands capability of current cost
base
• Is radically cheaper than alternatives in license & consultancy costs
• Is dramatically faster to implement than alternatives
DELIVERING FINANCIAL RESULTS
Copyright 1999 Eltrax Network Services, Inc.
3 STEPS TO SERVICE LEVEL MANAGEMENT
Develop and expandtool usage
Develop and expandtool usage
Apply best ofbreed tools
Apply best ofbreed tools
Measure what mattersto the business
Measure what mattersto the business
• Identify key service measures
• Select measures with highest economic impact
• Avoid too many measures
• Identify market leader
• Ensure tool delivers time service level management
• Develop Netcool™ usage skills
• Share knowledge across sites
• Seek innovative applications for Netcool™
Copyright 1999 Eltrax Network Services, Inc.
RESULTS COUNT
Business now depends on IT to deliver services rather than technology. Service Level Management is now necessary
Service Level Management has become harder to deliver as environments are larger and are growing more mixed
The answer is to deliver Service Level Management by
Focusing on measuring and improving key business drivers
Use best of breed tools
Investing in developing usage skills
Copyright 1999 Eltrax Network Services, Inc.
Operational Deployments
Network Operation Center Outsource Monitoring CNM View of Services
CBA
A B
NOC Customer A Customer B Customer C
Internal NOC, Outsource, Customer Network Management
Copyright 1999 Eltrax Network Services, Inc.
Case Study
Business Goal Netcool™ Solution Return on Investment
• Simplify administration of 14 City ATM transmission network
• Be accountable and show compliance with SLAs
• Deliver CNM Views to customers
• Provide usage duration information of circuits to billing system
• Integrate NOCs in US and Italy
• Netcool™ central to all fault and circuit provision/failure information for the NOC
• Netcool™ delivers Circuit provisioning desktop for operators and customers
• Circuit availability (for SLA and billing) information interfaced with service providers’ billing system
• Customer Network Management views delivered to clients real-time showing status of VPNs
• ATM and Frame Relay support
• Accurate billing including outages of circuit usage duration to customers
• SLA information on customers, circuits, and reliability of equipment
• Faster fault resolution through centralization
• Has given the organization a significant feature advantage over competitive services
A Telecom Service Provider Delivering CNM
Copyright 1999 Eltrax Network Services, Inc.
Case Study
Business Goal Netcool™ Solution Return on Investment
• Retain existing customers
• Attract more business customers
• Grow network infrastructure at an accelerated rate
• Accurately capacity plan and deliver dial-up services
• Improve reliability of services
• Improve response times to problems
• Netcool™/OMNIbus centralizes all fault and failure information to the NOC
• Netcool™/Internet-ServiceMonitors to track reliability of major INTERNET protocol applications; Email/News, Web Sites & Pages
• Netcool™/Internet-ServiceMonitors to monitor RADIUS dial-up services & DNS reliability
• Highest customer retention rate in the industry
• Network grown by >1000% with no additional staff or management tools
• Faster fault resolution
• Using availability information as a sales tool
• 1st ISP in the world to post an operating profit
An Internet Service Provider monitoring Service Levels
Copyright 1999 Eltrax Network Services, Inc.
Telecommunications Management Network
International Telecommunications Union (ITU) defined standard largely to encourage integration between telecommunications
equipment vendors Layered functional hierarchy of management services
Defines how products/components interact, by protocol and function Architecture proven as operational support system design standard
fault, performance, configuration, accountancy & security functions integrated
acceptance and implementation of layered functional architecture greater than that for layer communication protocols
Copyright 1999 Eltrax Network Services, Inc.
Netcool suite is TMN architecture compliant functional capabilities across all management layers
Netcool TMN front-end functionality Network Management Layer
Integrates any element management fault data source Service Management Layer
translates into operations view of status, impact, and availability integrates co-operating management applications, e.g. helpdesk &
configuration management Business Services Layer
Delivers business service / VPN...
…and Customer focused accountability
Telecommunications Management Network
Copyright 1999 Eltrax Network Services, Inc.
TMN Architecture
Element ManagementSystem by Supplier(s)
SNMP EMSSystem by Supplier(s)
Network Management Layer
Element Management Layer
Service Management Layer
Business Services Layer
TransmissionNetwork Elements
TelephonyNetwork Elements
SNMPNetwork Elements
ProprietaryNetwork Elements
Netcool ElementManagement Interface
Netcool Probe
SNMPNetwork Elements
Element ManagementSystem by Supplier(s)
Domain ManagerNetcool Probe
Domain ManagerNetcool Probe
Domain ManagerNetcool Probe
Business View -- Technology Hidden - oriented to specific accountability deliveryNetcool CNM Desktops (Netcool/OMNIbus & Netcool/Reporter)
Service oriented accountability views for customers, operators & management
Service View -- Technology and abstract operations front-endsNetcool Desktops (Netcool/Reporter, EventList & ObjectiveView)
Application User Interfaces for Fault, Provisioning, Topography & Problem Management
Inter-domain Global Network System -- Technology IndependentNetcool ObjectServer
(Common Distributed Data Repository Active Database)
Copyright 1999 Eltrax Network Services, Inc.
The FutureThe Future
HQ
PlantMarketing
Sales Engineering
Simplifies enterprise management
Extends the reach of the Network Manager
Decreases the impact of management on the network infrastructure