current trends in network management maintaining acceptable chaos

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)


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


Powerful forces Driving Change In Business

CHANGETelecommunicaitonsFinanceUtilitiesGovernment

CHANGETelecommunicaitonsFinanceUtilitiesGovernment

NEW ENTRANTSTelcosISPs

NEW ENTRANTSTelcosISPs

PrivatizationPrivatization

Utilities enterTelecommunicationsUtilities enterTelecommunications DEREGULATIONDEREGULATION


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?


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


Platform Transitions

Unix

NTNT

Legacy

Video & Data

BothBoth

Voice Only

Frame Relay

ATMATM

Dedicated


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


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


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


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


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£


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


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


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


$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:


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


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


Service Provider Requirements

Problem & PolicyManagement

Problem & PolicyManagement

Topography,Asset &

Inventory

Topography,Asset &

Inventory

Service Level& Impact

Management


Management

Service ActivationProvisioning

& Billing

Service ActivationProvisioning

& Billing


Management


Management


Implementation of Management Solutions

Linear Scalability

Size

Per

form

ance

No Management

Network and Systems domain management

Service Level Management


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


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


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


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


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


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


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


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

let you deliver the network services you’ve promised

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


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


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™


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


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


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


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


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


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


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



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)


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


Windward Technology Group & You

Helping to obtainManageable Chaos

TM

current trends in network management maintaining acceptable chaos

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