A Technical Introduction toNetcool Products

Daniel TaborSenior Product Manager –

Tivoli BSM Productsdan.tabor@us.ibm.com

Micromuse and IBM TivoliHave Joined Forces

Headquartered in Austin, Texas; ~3,250 employees worldwide

Part of IBM’s Software Group; ~40,000 employees worldwide

Focus on systems, storage, and security management software to deliver comprehensive IT Service Management (ITSM)

Market share leader in Enterprise Systems Management for four years in a row (Gartner, June 2005)

22,000 Tivoli software customers worldwide

Many customers in common with Micromuse (especially in financial services)

Headquartered in San Francisco, CA; ~650 employees worldwide24 offices worldwideExtensive product portfolio under flagship Netcool® brandMore than 1,800 customers sold worldwideCustomer base includes 14 of the top 20 companies in the Fortune 500 and the 20 largest telecommunications carriers worldwideWorldwide direct sales and partner ecosystem with deep network management experience

IBM Netcool - Market Leaderin Business and Service Assurance

Service Assurance:Helping the world’s largest service providers manage networks, services, and customers real-time

Business Assurance:Ensuring availability of mission-critical

applications and services in today’s service providers

Data / IP Switches, Routers, LANS and

WANS

Wireless Services and

Networks

Cable and Broadband

Services

Applications, Enterprise Servers

and Mainframes

Telco Switches, PBX, and Optical

Networks

Why a recent study comparing 190 OSS vendors rated us #1 in OSS management:√ Ultra-scalable platform for

today’s mission-critical services and infrastructure

√ Best and broadestfoundation to manage multi-vendor environments

√ Realtime, end-to-endperspective on the user quality experience

√ A unique vision to support your migration to converged service delivery …

“Micromuse emerged as the top vendor across all OSS categories in the current

survey …

OSS specialist companies are getting more credit for market leadership, at the

expense of bigger technology conglomerates.”

Source: Heavy Reading, March 2005

Industry Viewpoint:Micromuse Leading the Pack in OSS

AOLAT&T*Bell Canada*BellSouth*CablevisionComcastCox Comm. DigexEarthlinkMCI*SBC*Sprint (& Nextel)*Telmex*Triton PCSUUNETVerioVerizon*Qwest*

BelgacomBritish Telecom*BT CellnetCable & WirelessCablecomDeutsche Telekom*France Telecom*KPN*NTLSwisscomT-MobileTelecom Italia*Telefonica*Telekom AustriaTelenorTeliaSoneraTelkom South Africa Vodafone*

China MobileChina NetcomChina TelecomChina UnicomChina Rail

CSLEricssonISTT SingaporeJapan TelecomJiTongKDDI*

NTT*Philippine LDTShanghai CableSingtelSmarToneTelstra

AMERICAS EMEA

ASIA PACIFIC

All 20 of the world’s top 20 service providers are Micromuse customers1,000+ Service Provider CustomersRated #1 OSS Vendor by Heavy Reading!

*Top 20 based upon FT Global 500 March 2005

Managing World’s Leading Service Provider Networks

AlcatelBoeingCadence Design SystemsGraybar ElectricEricssonGE AppliancesLockheed MartinLSI LogicMotorolaPorscheRenaultTRW

MANUFACTURING:

Brazilian Postal ServiceDist. Of Columbia Govt.European CommissionFrench Postal ServiceFDICInt’l. Monetary FundLA Dept. of Water & PowerNASANat’l. Institutes of HealthNY / NJ Port AuthorityRATP (Paris Transport)SECShanghai GovernmentSRA InternationalState of ArkansasState of MichiganState of UtahUS Dept. of CorrectionsUS Dept. of StateUS Dept. of TreasuryWestchester County

GOVERNMENT:Atlanta Public SchoolsFollett Higher EducationSW Texas State Univ.University of ArizonaUniversity of ArkansasUniversity of MarylandSyracuse UniversityTexas A&MUNC CharlotteWichita Public Schools

EDUCATION: ENERGY:British GasBritish PetroleumDevon EnergyDynegy Corp.PemexSchlumberger

Celera GenomicsKaiser PermanenteLab OneMedtronicNW Memorial HospitalPartners HealthcareWilliam Beaumont

HEALTH CARE:

FINANCIAL:Aetna InsuranceAIG InsuranceBancAmericaBear StearnsBarclays CapitalCharles SchwabCitiGroupCzech Ministry of FinanceDepository Trust Corp.Deutsche Bank / DMGe*TradeErie InsuranceFannie MaeFirst UnionFirst ServicesING BaringsInstinet/ ReutersJP Morgan ChaseKeyBankLiberty Mutual InsuranceMerrill LynchMorgan StanleyProvidian FinancialSalomon Smith BarneyUBSWUSBancorpWells Fargo BankWells Real Estate Fund

RETAIL:1-800 FlowersAmazon.comCircuit CityDirecTVThe GapHome DepotJC PenneyTesco

TRANSPORT:Bay Area Rapid TransitDelta TechnologyLufthansaMunich AirportSITA

And more…

Proven in Global 2000 Enterprises

Monitor and ensure the UPTIME of

applications, systems, and

networks

Measure and improve the QUALITY of

infrastructure performance and user experience

Protect and preserve the

INTEGRITY of business assets

and regulated processes

Capture and convey the BUSINESS CONTEXT to establish relevance, measure impact, and prioritize response

Netcool’s Unique, Comprehensive Assurance Paradigm

BUSINESS SERVICE MANAGEMENT:Providing assurance for the services, applications, transactions, and processes that drive revenue, including the real-time business KPIs, operational metrics and SLA reporting organizations require to attain

optimal business performance.

CONSOLIDATED OPERATIONS MANAGEMENT:Netcool’s powerful “manager-of-managers” platform delivers

end-to-end visibility and control of complex infrastructures..

CONSOLIDATED OPERATIONS MANAGEMENT:Netcool’s powerful “manager-of-managers” platform delivers

end-to-end visibility and control of complex infrastructures..

DOMAIN-SPECIFIC MANAGEMENT:Netcool enables intelligent management of specific Infrastructure domains, such as networks, systems, applications, security, storage, VoIP, wireless, etc.

.

.

The Netcool Business Acceleration Model

CONSOLIDATION Layer

CORRELATION Layer

VISUALIZATION Layer

COLLECTION Layer

Realtime Event Processing

Discovery:

Common DataRepository

Devices

Collection:

Connectivity Dependencies Alarms Performance Status

Consolidation Engines:

Analytics Engines:Performance

AnalyticsTopology

CorrelationThreat

CorrelationFault

Resolution

Integrated Dashboard Views:

CR

OSS

-LA

YER

INTE

GR

ATI

ONServices Processes Performance Decision

Performance DataMart

Netcool Suite Logical Architecture:The Foundation for Business Acceleration

PhysicalPlant

TransmissionLayer

NetworkLayer

ApplicationLayer

OMNIbusOMNIbus

Event Probes

ScaleableAggregation

Real-time &Historical Events

Service Monitors

MonitorsMonitors

Application &Service Metrics

UserExperienceMonitoring

COLLECT

CONSOLIDATE

ANALYZE

INFORM

PrecisionPrecision

Auto-discovery

Discovery andTopology

Logical & PhysicalNetwork Topology

ProvisoProviso

Dataloaders

Performance Management

Performance Data

NeuSecureNeuSecure

EAMs

Security InformationManagement

SecurityThreats

ServiceLayer

Impact FamilyImpact FamilyBusiness-Context

CorrelationService-LevelCorrelation

Real-TimeData Integration

TopologyCorrelation

SecurityCorrelation

Real-timeBusiness/Operations

Displays

Historical Reporting& Analysis

Network and Service Topology

Visualisation

DashboardsDashboardsProcess &Workflow

Integration

Netcool Product Families

Netcool Suite Architecture

ObjectServer

(Omnibus)

Probes

“The Network”“The Network”• Devices• Applications• Protocols• 3rd Party EMSs / Agents• Logical Services, etc.

•Traps• Syslogs• Logfiles• 3rd Party APIs• etc.

Monitors

• HTTP• LDAP• SAA• TFTP• TCP Port• AEM/WSH, etc.

SSM/ASMAgents

HistoricalArchive

DB

Reporter Gateway

Impact

Provisioning

Billing

CRM, etc.

Data SourceAdapters

3rd PARTY OSSSYSTEMS

Webtop/Portal

Synthetic Tranxs

Policies

PrecisionTN/IP

Proviso

NeuSecure

RAD

Layer 1/2/3NetworkModel

Root Cause Analysis

Discovery & Monitoring

Perf &SLAArchive(Oracle)

BUSINESS & SERVICEMODELING

Events

SECURITYMANAGEMENT

PERFORMANCEMANAGEMENT

NETWORKMODELING

FAULTMANAGEMENT

VISUALIZATION & DASHBOARDS

ADVANCEDCORRELATION

Collection Infrastructure- COTS Integrations Provide Comprehensive Performance, Security, Event and

Fault Collection (over 300+ Off-the-shelf Probes and Integrations)- Comprehensive Technology Vendor Alliance program ensure Future-proof

deployments- Support for Legacy Integration through to Advanced IP Consolidation- Flexible and Scalable; Technology Independent Topology Discovery and

Collection – leveraged for Visualisation, Correlation and Asset Management- Improved Speed of Deployment through Network Model-Independent Event

ProcessingConsolidation Infrastructure

- Vendor, Technology-independent Event, Performance, Topology Processing Engines

- Proven Scalability in the World’s largest environments (SP and Banking)- Common Resource / Service Consolidation

Netcool Collection and Consolidation

OPEX

Customer Satisfaction &Operational Efficiency# Events

>10

>100

>1k

>10M

Degree of Netcool Advanced Data Processing Implemented

Event Collection/ConsolidationMaximum Event Generation

Probes and Monitors

Probe & Monitor LevelEvent Filtering &

Suppression

Auto ‘Clear’ EventsEvent De-duplication

State-based CorrelationAutomated Resolution

Device-based RCA

Topology-Based RCA

Netcool Solutions Summary:Dramatic Business Bottom-Line Impact

Netcool Advanced Data Processing Delivers

Business Assurance and Increased Operations

Efficiency Through Massive Event Reduction and

Prioritization

Netcool provides a comprehensive set of techniques designed for event data correlation and analysisEvents are correlated with various data sources using powerful and flexible tools optimized for each task

Event/Alarm Data Network TopologyInventory DataOperator ActionTime WindowsUser Specified PriorityBusiness ProcessesService DependenciesCustomer Data

Rapid focussed information flow to the right audiencesOpen-flexible Business Integration Layer (COTS, RDBMS, Middleware etc)Discovered Topology

(inclusive data)Collected Events(exclusive data)

Event Reduction andDevice-Level Correlation

Topology & Connectivity Correlation

PolicyCorrelation

ServiceCorrelation

E.G In KPN

15Mill+ network events/day

150 actionable events/day

Netcool for Analysis and Integration

Use Impact to access external data dynamically to increase event relevanceFlag root cause and symptom events across technologiesIn general uses external data (inventory) accessed by ImpactTypical example: flag ATM circuit events caused by SDH trunk failureTypical third party data used: planned works, inventory, provisioning

ImpactPolicies

Data SourceAdapters

144.124.108.101 Link failed

myNode.com San Jose In Service 10:35Provisioning

database

SLA database

SQN-PAR-MAR Circuit down probable cause: SDH circuit: NQMSDH1 10:35

SDH Circuit: SQN-PAR-MAR

NQMSDH1 LoS Loss of Signal 10:35TT: 123495

Trouble Ticketing

Event Enrichment andCross Domain Correlation

Bi-directional integration with:SQL Databases

DB2, Oracle, Microsoft SQL Server, Informix, Sybase, MySQL, PostgreSQL, ODBC

Standards and SystemsWeb Services, LDAP, SNMP, XML, Flat File

Middleware/MessagingMQ Series, JMS, TIBCO, Vitria

ApplicationsCramer, Granite, Metasolv, Netcool ObjectServer, Precision IP

Element Management SystemsAlcatel 5620, Nortel Preside

Data Source Adapters

Multiple Application Groups

Discover Network Infrastructure

Discover Application Connectivity

Discover Business Processes

Integrated Discovery & Correlation from the Network AND Application Layers Combined

Network TopologyVisualisation

Root Cause & Resource Impact

Analysis

Realtime Operational Indicators

Event Summary Indicators

Event Drill-down and Management

Inform Layer: Operational Displays

Realtime SLA Tracking

Auto-Service Dependency

Mapping

Realtime Operational Indicators

Event Summary Indicators

Root Cause & Service Impact

Analysis

Inform Layer: Service Displays

Real-time Business Indicators

Service Status Indicators

Real-time and Historical Reporting

Event Indicators

Third-partyData

Inform Layer: Business Displays

Integrated PlatformSeparate Tools

> New services “Triple Play”(voice / video / data)

> IT management consolidation> More operational efficiencies

> Converged service assurance(fault / performance / security)

> Business / service alignment(deploy / monitor / manage / SLM)

Network Convergence

Management Convergence

Source: Nortel / Micromuse

ServiceInfrastructure

Converged Services -><- Converged Manageability

PE RouterBoston

SBCBoston

MediaGatewayBoston

PSTNEnd-PointNYC

PE RouterNYC

Service QualityAvailability

MOS

MOSJitter,

LatencyPacket LossPath Location

NYC-Boston

AverageMOS

Path AvailabilityLatency

JitterPacket Loss

VoIP CoS

Post Policy Throughput,

Drop Packets

Active SessionsErrors

Available TrunkActive CallsDSP Usage

CPE

RGATA

AccessNYC

AvailabilityBandwidth

Errors

Access

DSLAMCMTS

MPLS Backbone

Router

VPNVPLS

SBCMGWRouter

VoIP Bearer

VoIP Path

MOS: 2.8

Packet Loss: 2 %

Worst Path: NYC-Boston

Call Completion: 95 %Traffic Load: 1.2 Eg

Example Service Assurance for TelcoEnd-to-End VoIP Path View

BT Global Services: Incident Management for IPT Services

Business Goal Netcool™ Solution Return on Investment

Netcool implemented in 5 countries (SMC), and consolidated at MSMC as Manager-of-Manager

Service view & Performance MeasurementsPlanned work schedulesCritical real-time service escalationsKnowledge repositoryGlobal Trouble TicketingCentralised reporting Built-in High Availability

Supports equipments from Nortel, Ericsson, Nokia, Siemens, Cisco, Comverse, …, etc

GSM RAN & BackboneUMTS RAN & BackboneIP & ATM…

MSMC & 5 SMCs were deployed in less than 6 months

Single view of the entire operations, enabling

Fast detection, isolation & resolution of national & international service problemsMeasure & monitor KPIsCentralised reporting

Information available to users anytime, anywhere

Ability to support major events such as Tradeshow or Sports (E.g. Euro 2004)

Increase investors’ & analysts’confidence

A Centre of Excellence showcase to demonstrate the company’s ability to achieve its growth targets.

Provide a standardised service management approach for the operations in 5 countries (Service Management Centres)

Correlate data from each SMC to focus on critical customers SLAs

Improve customer satisfaction

Improve service uptime

Reduce customer churn

Increase competitive edge by being able to support delivery of new services quickly

ROI Case Study T-MobilePan-EMEA Master Service Management Centre

Business Goals: Front-to-back view of critical business functions− Global event management− Increase the ability to report on key infrastructure metrics− Total cost, overall health (up/down), capacity, performance− Decrease Mean-Time-To-Discover (MTTD) & Mean-Time-To-Repair (MTTR) − Leverage functionality of installed tools and management systems− Faster notification of business stream owners when a status-affecting event occurs

Netcool Solutions : Centralised view of mission-critical apps− Centralized view of mission-critical apps and infrastructure of 6 regional centers

Americas / Europe / Asia. Network Servers, Database, Applications & Messaging− Solves scale problem: +600 Applications, 8000 servers, 8500 Databases, +2000 Layer

2/3 routers and switches, 1000’s of users served− 24 x 7 availability, Fully fault tolerant− Reduced 50 millions raw alarms to 12,000 a day (3000:1 event reduction)− Isolation of problem within 1 minute− Provide an alert within 10 sec for critical failures− Automated assignment/ notification for critical events

Results: 20% efficiency savings through automation− Increased application availability (est. losses of $300k per/minute downtime) − Improved ability to support all M&A activities & quickly integrate acquired assets − Proactive correlation of system events with service owners− 20% efficiency savings through automation

Maintaining high availability and performance of the trading applications is extremely critical. A minute of application downtime would cause the company a loss of $300K.

The support staff need to be notified and resolve the problem rapidly – before it affects the trader.

Either Graphical or direct to Alerts

Launch screens de-coupled from controller

Enables multiple views open on support screen

‘floating’ controllerMinimal usage of valuable screen space

Immediate split between App. & Infra. alerts

Micromuse Usage onTrading Floor at UBS

Software Alliances Systems Integrators / VARsHardware Vendors

+100 VARs worldwide

Integration is the Key Factor:Netcool Delivers the Strongest Partner Engine

NETCOOL for:Comprehensive assurance

(end-to-end, top-to-bottom)

Proactive business, service, and security monitoring

Strategic alignment of business and infrastructure

Realtime, ultra-scalable, intelligent management

Netcool Business and Service Assurance Solutions

Daniel TaborSenior Product Manager –

Tivoli BSM Productsdan.tabor@us.ibm.com

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