service activation manager 3.1.1 training course
TRANSCRIPT
Service Activation Manager 3.1.1
Training Course
Agenda
Module 1: Overview
Module 2: The Modeler
Module 3: The Deployment Editor
Module 4: The CSR Console
Module 5: The Administration Console
Module 6: Installation
Module 7: Troubleshooting
Module 8: Advanced Topics
Module 1
-Overview
Overview of the Service Activation Manager
In this module, we’ll cover:
• End-to-end provisioning of data, voice, multimedia, and home networking
• SAM’s extensible platform, high scalability and high availability
• The eight interfaces in SAM
• How SAM improves network function
• An introduction to some terminology, DOCSIS provisioning and DHCP processes
End-to-End Provisioning
Service Activation
Device Qualification
Service Selection
Service
MediationService
ActivationService
Assurance
SubscriberAcquisition
Subscriber Retention
Business Flow and Service Modeler
PC qualification,client configurationreal-time troubleshooting
Based on modeled
packages or a-la-carte services
Configure all network elements involved in delivery of service
Billing SystemCRMTrouble TicketCSR / Tech
Troubleshooting and diagnostic tools for the CSR and TECH
Extensible Platform
Scalable, Flexible
Modular Platform
Unified Modeling
Tools
Adapters
Adapters
Management
Applications
Cadant® C4™3rd Party Apps
(e.g. NMS / EMS)
C-COR RegistrationServer
C-COR Provisioning
Servers
Third Party Billing
&BSS
SAM™
API
APIAPI
NMS/EMS
BUS Messaging
Cornerstone®
High Scalability and Availability
No Single
Point
Of Failure
PrimarySAM
PlatformServer
Load Balancer
Web Server
PrimaryProvisioning
Servers
Located
at Noc
Located
at Opsite
SecondarySAM
PlatformServer
SecondaryProvisioning
Servers
Web Server Web Server Web Server
PrimaryProvisioning
Servers
Opsite1
PrimaryProvisioning
Servers
Opsite2…
Scalable …..
1 Server for 100K IP
Failover (n*1)
Data Base
…
Data Base
Devices – CMTS, CM, Servers, etc
Provisioning Systems, Element and NMS
IP based Provisioning Framework
Workflow Rules and Policies
C-COR models both business processes and service / network elements to give a fully-integrated, vertical solutionfor transparent service deployment over any network
Billing and Customer Care Systems
C-C
OR
Prod
ucts
C-C
OR
Mod
eler
Business
Layer
Service Layer
Network Layer
Element Layer
Network
Elements
A Vertically Integrated Solution
The Eight Interfaces of SAM
• The Modeler
• The Deployment Editor
• The CSR Console
• The Field Technician Console
• The Self Subscription Console
• The Administration Console
• The Member Services Portal
• Command Line Interface
How SAM Can Make Your Network Function Better
• Automate
• Service activation, health monitoring, and more
• Simplify
• Tiered offerings made easy, geographical differences eased, image file templates reduce work, and more
• Streamline
• Modeling streamlines deployment, deployment editor streamlines use of IPs, and more
• Consolidate
• Consolidated, at-a-glance check of network health, single-point-of-entry for end-to-end provisioning and network maintenance
Some Language We’ll Use
Servers CMTS TFTP ToD Provi-sioning
KDC SMTP
Servers
Cont.
CMS DDNS NOC SNMP
IP Management
DHCP Blocks Scopes Pools
Customer Equipment
CM MTA CH CPE IP Address
MAC Address
Assurance Polling MIBs Image Files
Firm-ware
Workflow Adapter Services Pack-ages
Business Flows
UI Creation
Protocols DOCSIS Packet-Cable
Cable-Home
An Introduction to Provisioning
• What is DOCSIS?
• Helper addresses, option sets and relay agents
• Boot process
Introduction to DOCSIS Provisioning
CMTS
Cable Modem
CPE PC
COAX Wire
Switch/Router
DHCP TFTP
TODCPE PC
An Introduction to DHCP
• DHCP provides a mechanism to deliver configuration parameters to clients on a network
• The four steps of a DHCP transaction
• Renewal and rebinding of IP configurations
• DHCP process with relay agents
DHCP Discover
DHCP Offer
DHCP Select
DHCP Acknowledge
Review #1
• What is SAM?
• List three places it will introduce efficiencies to your daily processes
• List some of the functions it automates
• Explain some of its failover capabilities
• What are its eight interfaces?
• Name five new terms and their definitions
• What is DHCP and how does it work?
Module 2-
The Modeler
Overview of the Modeler
In this module, we’ll cover:
• What is modeling?
• The Modeler UI
• Introduction to adapters, services, packages, business flows and UI creation
• The default adapters and services
• How the Modeler creates the CSR Console
• Publishing finished models
What is Modeling
• Set up the network as a model without any of the risk involved in live deployment
• Adapters
• Services
• Packages
• Business Flows
• UI Creation
• When you deploy, all pieces are in place, all connections are tested, all data flows through unimpeded
The Modeler UI
Introduction to Services and Adapters
Adapters DHCP DOCSIS Cable Modem
MTA Image File
Event Adapter
Activa-tion
BDS Adap-ter
Residential Gateway Image File
Proprietary Adapters
Apache Web-server
Com-21 Q-Mail CG-Pro I-Merge Nuera I-Planet
Services HSD Voice End Point
Residential Gateway (CableHome)
E-Mail Personal Information (PI)
Location
The Procedure
• Publish adapters
• Publish services
• Create packages
• Select business flows
• Perform UI creation
• Publish the finished models
Review #2
• What is modeling and how does it ease the deployment process?
• What are adapters? Name two and their purposes
• What are services? Name two and their purposes
• What are packages? Describe two or three theoretical packages
• What are business flows?
• What is the purpose of the UI creation process?
• On your instructor’s computer, create a new service package
Module 3
- The
Deployment Editor
Overview of the Deployment Editor
In this module, we’ll cover:• What is the Deployment Editor? • The Deployment Editor UI• Planning use of your IP addresses• Locations, packages, adding servers and devices• Working with image files• The access control list• Deploying by five different methods
What is the Deployment Editor?
• Automates deployment of new devices and services on the network
• Eases the creation of geographical service regions
• Associates service-level packages and devices with geographical locations
• Facilitates IP management for more efficient use of a precious commodity
• Simplifies the configuration of network devices and image files
The Deployment Editor UI
Planning Use of Your IP Addresses
• The importance of planning for IP usage
• The different ways of organizing IP addresses
• Blocks
• Scopes
• Pools
• What are option sets?
• Why do you want to reserve IP addresses?
• What about static IP addresses?
Relationship Between Blocks, Scopes and Pools
Block of IP Addresses from ARIN
Sub-Block 1DHCP 1
(Located: Oregon)
Sub-Block 2DHCP 2
(Located: Washington)
Scope 1
Modems
Scope 2
MTAs
Scope 3Home
NetworkingDevices
Scope 4Customer
PCs
Pool 1for
Scope 1Modems
Pool 2for
Scope 2MTAs
Pool 3for
Scope 3Home
NetworkDevices
Pool 4for
Scope 4Customer
PCs
Scope 1
Modems
Scope 2Customer
PCs
Pool 1for
Scope 1Modems
Pool 2for
Scope 2Customer
PCs
The Deployment Process
• Make sure all prerequisites are met
• Create location hierarchy
• Create IP address blocks
• Add packages
• Add devices
• Deploy
Working With Image Files
• What is an image file? What is its purpose?
• Using the standalone image file editor
• Importing default or manufacturer image files
• Basic deployment of image files
• Vendor-specific and package-specific settings
• CMTS-specific image files
The Different Methods of Deployment
• Regular deployment
• Selective deployment
• Merged deployment
• Heavy vs light deployment
• CLI deployment
Assorted Other Deployment Editor Functions
• Moving devices
• Deleting devices
• Viewing devices
• Undoing actions
• The access control list
Access Control List UI
Review #3
• What is the Deployment Editor and how does it ease the introduction of new devices or services on the network?
• Set up a location hierarchy, draw it on a piece of paper and hand it to the front of the class
• Draw up a plan for a block and its associated scopes and pools, then assign each one a purpose
• On the instructor’s computer, create a scope and pool
• On the instructors computer, add a device
Module 4
- The CSR Console
Overview of the CSR Console
In this module, we’ll cover:
• What is the CSR Console?
• The CSR Console UI
• The five methods of provisioning
• The provisioning process
• Searching for subscribers and accounts
• Viewing subscriber information
• Rebooting and blocking accounts
• Modifying subscriber information
What is the CSR Console?
• Remember back in the Modeler where we did UI creation?
• CSRs need an interface to enter customer information and activate their service.
• This console also offers:
• Search capabilities
• Rebooting of modems
• Flagging accounts for technical help
• Account modification
The CSR Console UI
The Five Methods of Provisioning
• Offline
• Online
• Late binding
• Technician assisted
• Self provisioning
The Provisioning Process
• Add subscriber information
• Select a service provider
• Select a location
• Select a package
• Select a service implementation
• Provision high speed data
• Confirm service
• Add on additional services such as email, VoIP and home networking
Searching for Subscribers and Accounts
You can search by:
• Personal information such as name, address, phone
• User ID
• Modem, MTA or gateway vendor
• MAC, IP or email address
• CMTS
• Provisioning site
• Out of spec modems
• Webserver login
• Subscription status
Viewing Subscriber Information
You can see:
• Personal information
• Subscription status
• Detailed information about any device on the network
• Summary reports on any device on the network
• Provisioning traces for any device on the network
Modifying Subscriber Information
You can modify:
• Location, personal information, user ID, package information and device information
You also can:
• Suspend email accounts, add device details for multiple HSD accounts, delete subscribers, change passwords
Other CSR Functions
You can reboot, block or unblock devices
• When their accounts are unpaid
• For troubleshooting purposes
• Flag a technician that help is needed
• Firmware upgrades
• Completing partial subscriptions
Review #4
• What is the CSR Console?
• Name three of the five provisioning methods and when you would use them
• On the instructor’s computer, provision one customer by the offline method
• On the instructor’s computer, search for a particular customer, upgrade him or her to a more extensive package, then confirm the new services
Module 5-
The Administration Console
Overview of the Administration Console
In this module, we’ll cover:
• What is the Administration Console?
• The Administration Console UI
• Configurations
• Managing licenses
• Searching for subscribers, devices, and events
• Configuring assurance functions and running reports
• Managing sessions
• IP management
• Blocking, rebooting, and upgrading
• Health monitoring
What is the Administration Console?
• Where the administrator manages users, sessions and licenses
• Creating and viewing reports
• Managing IP addresses
• Health monitoring
The Admin Console UI
Configuring the System
• Configuring users
• Adding, modifying, deleting, and finding users
• Configuring polling and thresholds
• IP utilization, DHCP polling, and modem thresholds
• Configuring device vendors
• When and why to add vendors
Managing Licenses
You can license by:
• Services
• Implementation
• Current usage
• Tools/Modules
• User roles
• Add-on features
Searching for Subscribers, Devices and Events
• Searching by subscriber information
• Searching by device
• Searching by event
• Saving queries for re-use
Reading Reports
• IP utilization reports
• IP net definitions reports
• Static IP address reports
• License usage reports
Running Assurance Functions
• What is assurance?
• Configuring polling
• Setting modem thresholds
• Configuring firmware upgrades
• Modem query configurations
• Image file transfer
• Network device reports
• Modem reports
• Modem queries
Managing Sessions
• Finding sessions
• Purging sessions
IP Management
• Running IP utilization reports
• Block definitions
• Static IP reports
• Hierarchy IP reports
Blocking, Rebooting and More
• Blocking and unblocking modems
• Rebooting modems
• Flagging accounts for technical assistance
• Doing firmware upgrades
• Vendor configurations
Introduction to Health Monitoring
• What is health monitoring?
• Viewing general health updates
• Viewing detailed health reports
• Configuring thresholds
• Setting up email notifications
Health Monitoring UI
Review #5
• What functions does the SAM administrator have?
• On your instructor’s computer, create a user and assign him/her some rights.
• On your instructor’s computer, block a modem, unblock it, then reboot it.
• List three assurance functions in SAM.
• On your instructor’s computer, do a firmware configuration.
• List three things you can view in the health monitor
Module 6-
Installation
Overview of Installation
In this module, we’ll cover:
• Planning your setup
• Seven different software modules
• Seven different modes of installation
• System requirements and verifications
• Removing an installation
Planning Your Setup
• Draw a network diagram, mapping the primary, secondary, backup, provisioning, KDC, deployment, and database servers
• Consider load balancing and failover in that layout
• List all modules needed on each server
• Map all servers’ usernames, passwords, IPs, SIDs, backups, subnet masks and domain names
Sample Network Diagram
The Seven Software Modules
• Shared components*
• Activation engine
• Assurance core
• Webserver
• Modeler
• Deployment Editor
• CableProv
* Must be installed on all servers
Seven Different Modes of Installation
• Standalone mode
• Primary mode
• Backup mode
• Secondary mode
• Cableprov mode
• Deployment editor mode
• Installation for Windows
System Requirements and Verifications
• Hardware
• Software
• Database
• Browser
• Perl modules for graphing
• Licenses
• Unlimited strength jurisdiction patch for voice
Doing Verifications• # df -k
• # uname -a
Review #6
• Name three of the seven installation modes
• Name three of the seven software modules
• Design a SAM setup of your own and hand it to the instructor when you’re done
Module 7-
Troubleshooting and Maintaining
SAM
Overview of Troubleshooting
In this module, we’ll cover:
• Backing up SAM
• Log files
• Some potential scenarios
Backing Up SAM
• Frequency
• Which files to back up
• Where to find scripts
• Running cron jobs
• Where to store data
• Creating backups in a different directory
Log Files• Two log files per location
• MetaServ.log
• Console.log
• Available under the following modules
• Activation
• Deployment
• Website
• Assurance
• Modeler
• CableProv is handled differently
• Store log files on a separate partition via a soft link
Scenarios
Review #7
• Write out a plan for backing up your data. When you’re done, hand it in to your instructor
• Explain the difference between MetaServ.log and Console.log
• Draw up three possible problem scenarios and solutions, then share them with the class
Module 8
-Member Services
Portal
Using the Member Services Portal
• Email wettings
• Personal Web pages
• Account management
Module 9
-Advanced
Topics
Overview of Advanced Topics
In this module, we’ll cover:
• Using the CLI
• Introduction to the KDC
• Introduction to security
• KDC user training
• KDC administrator training
• Creating customized services
• Creating customized business flows
Using the CLI
• Standard command syntax
• Eight argument rules
• File format and interpretation
• Supported commands and their options
• A few behavioral notes
Introduction to the KDC
• Reason for securing the MTA network
• How KDC plays a central role
• Symmetric key cryptography and PKI revisited
• Introduction to Kerberos and authentication dialogue
Introduction to Security
• Authentication and privacy
• Symmetric key cryptography
• Public key cryptography
• Current authentication and privacy
• Symmetric key cryptography
• Public key cryptography
• Current DOCSIS provisioning, data insecurity
• Security fundamentals SSL, BPI+
• Introduction to DNS, nslookup
PacketCable™ Security Overview
CMTS
MTA
CPE PC
Switch/Router
KDCTFTP
CMS1 2 3
4 5 6
7 8 9
* 8 #
BPI/BPI+
Provisioning server
phone
SNMPV3
Encryptedconfiguration file
IP Sec
KerberosPKINIT
PacketCable™ Security Interfaces
Source: CableLabs
Provisioning KDC CMS
Provisioning server
TFTP server
MTA
PK init
SNMP V3
Encrypted MTA Configuration File
IP SEC
KDC User Training
• Pre-setup installation
• How to use the KDC 1.03 manual
• Operation of the load balancer
• Configuration of KDC and load balancer
• DNS setup and configuration revisited
• Looking into MTA log files
• Bringing up an MTA
KDC Administrator Training
• Time synchronization errors
• Logging and changing debug levels
• KDC troubleshooting
• Certificate generation
• Tools, openssl, cert key conversion
• Load balancer
• DNS troubleshooting
• Safe practices
Creating Customized Services
• You can create customized services
• Naming and describing new service models
• Defining attributes
• Defining operations
• Defining implementations
• Defining sequence flows
• Mapping adapter capabilities
Creating Customized Business Flows
• Naming the new business flow
• Defining the sequence
• Transaction management
• Mapping attributes
• Managing events
Review #9
• When should you use customized service models and business flows?
• What is the KDC? Why is it a separate, stand-alone server?
• What is Kerberos and how does it work?
• What is a security certificate and how is it used in the C-COR KDC?
• What is key cryptography and how does it work?
Final Practicum #1
Working together as a group:
• Design a network setup and do an installation
• Identify the adapters and services needed to provision your company’s customers
• Create two or three of your company’s regular packaged offerings and publish them along with the appropriate business flows, then create a UI to provision them
Final Practicum #2
Still working together as a group:
• Create a small part of your company’s geographical hierarchy and assign packages to them
• Create the IP blocks and pools you need to use on your network, reserve a few IP addresses, then add packages to the deployment
• Set up a CMTS and DHCP sever
• Add one or two image files to the network
• Set up group access to the deployment editor
Final Practicum #3
Still working together as a group:
• Create a new customer account
• Assign the new customer to a service-level package
• Finish provisioning the customer
• Search for and find that customer in the system
• Change the customer’s address
• Upgrade the customer to a higher level of service
Practicum #4
• Create two new user groups for MetaSure: One for a NOC engineer as the role is defined in your company, and one for a CSR, as defined in your company
• Create two new SAM users and assign one to each of the groups
• Reboot a modem
• Use the health monitor to diagnose a problem
• Assign an email alert for one of the NOC engineers you created above
Practicum #5
• Define a KDC server
• What is Kerberos and how does it work?
• What is a ticket-granting server?
• Explain key cryptography
• Work with your instructor to set up and configure a KDC server
Evaluations
We hope you have found this course informative. Please fill our your final evaluation form and give it to your instructor.