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Current Trends in Network Management

Maintaining Acceptable Chaos. Current Trends in Network Management. Maintaining Acceptable Chaos. Service Level Management for Accountable Providers of Service (Maintaining Acceptable Chaos). Current Trends in Network Management. Major Forces driving change in business

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Current Trends in Network Management

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  1. Maintaining Acceptable Chaos Current Trends in Network Management

  2. Maintaining Acceptable Chaos Service Level Management for Accountable Providers of Service (Maintaining Acceptable Chaos)

  3. Current Trends in Network Management • Major Forces driving change in business • Historic Solutions • Managed service customers require differentiated service across diverse platforms • Deliver the network services you’ve promised

  4. Powerful forces Driving Change In Business Utilities enter Telecommunications DEREGULATION Privatization CHANGE Telecommunicaitons Finance Utilities Government NEW ENTRANTS Telcos ISPs

  5. Questionnaire What problems do you have? 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? Do you wrestle with alert data in a variety of formats -- disabling your management tools from sharing information? Diverse Platforms Do you deliver service across multiple disparate management platforms to different customers? Service Views Across Platforms Are you trying to comply with defined SLAs between your NOC and customers or internal departments you serve? Service Level Oriented

  6. Network Management Issues Total Cost of 5-Year Ownership > $65,000 helpdesk Inventory Management ServiceDesk Software Upgrades & Installations Protocol Analysis & Network Performance Software Metering Desktop Management & Control Software Usage Monitoring Workstation Diagnostics Technical Support 21% Capital Purchases 21% Administration 13% End User Operations 45%

  7. Platform Transitions Frame Relay Video & Data Unix ATM Both NT Dedicated Voice Only Legacy

  8. Network & Event Management Systems Management Market Applications Management Legacy Systems Management Storage Management Automated Operations& Job Scheduling

  9. New Customer Requirements • ReducingTCO • Downtime • Degradation • Staffing • Deploy Technology • Gigabit • WAN • Switching Network Manager • Proactive Mgmt • Planning • Problem Avoidance • Internet • Data Security • Web Performance

  10. Integrated Solutions Market Dynamics to Integration Common Environment: Network Management • Reporting • Event Management • Alerting • Scripting • RDBMS • GUI Server Management Switch Security Help Desk

  11. IT MORE WIDESPREAD Global computer industry revenue$ billions Thousands 480 CAGR 116% 10,000 8,000 308 6,000 4,000 2,000 30 0 1995 1990 '81 Aug '83 Aug '85 Oct '87 Dec '89 '90 '91 '92 '93 '94 '96 Jan 1975 Oct Source: McKinsey analysis Source: MERIT, Information Wizards

  12. IT SYSTEMS MORE LINKED TO BUSINESS RESULTSFinance industry example showing multiple order effects SUBSTITION OFEXISTING PROCESSES ADDITION OFNEW PROCESSES ADOPTION OFNEW BEHAVIOURS • ATMs • Telephone banking • Internet banking • Real time credit checking • Customer relationship management (databases) Third order effects • Cheque processing • Accounts recordingand preparations Second order effects First order effects

  13. ILLUSTRATIVE CHANGE RESTRUCTURES BUSINESSComputer industry example VERTICAL MODEL HORIZONTAL MODEL IBM B. U. N. C. H. Chip Hardware platform Operating system Middle ware Application Channel Service USERS USERS Source: Micromuse

  14. IT SERVICE DEPARTMENTS INCREASINGLY HAVE TOPROVE VALUETypical activity value analysis approach Define serviceoutput Search for lowestcost supply Monitorperformanceagainst SLA End to endperformance and availability Service levelagreement In-housetenders Historic Realtime £ Source: Micromuse analysis

  15. TELECOM INDUSTRY GOING HORIZONTAL AND ADOPTING 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

  16. Managed service customers require differentiated service across diverse platforms OUTSOURCING BUSINESS CUSTOMER C BUSINESS CUSTOMER A MANAGED NETWORK SERVICE PROVIDER BUSINESS CUSTOMER D BUSINESS CUSTOMER B OUTSOURCING

  17. Historic Solutions: “Implementing an enterprise management framework is like undergoing major surgery.” Network World 1/12/98

  18. Historic Solutions: $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

  19. Historic Solutions Success Rate Implementation results after 36 months 30% 70% Completed Failed Abandoned Partially Used Not Used Gartner Group 1998

  20. Mass Production of Network Services Managed Network Service Provider • Economies of scale • Infrastructure and souring • Network communications • Automation • Multiple customers enables knowledge leadership • Access new technology faster • Outsourcing HQ Marketing Plant Sales Engineering

  21. Problem & Policy Management Service Level & Impact Management Service Activation Provisioning & Billing Topography, Asset & Inventory Service Provider Requirements Service Level & Impact Management

  22. Implementation of Management Solutions Linear Scalability Performance • Service Level Management • Network and Systems domain management • No Management Size

  23. What Service Level Management does... • Real-time Status of/and Impact upon Elements and Services • Monitor Availability and Compliance with agreed Service Levels Services Business Operations Elements

  24. CENTRALISED MAINFRAME SIMPLER TO MANAGE MAINFRAME MANAGEMENT NETWORK MANAGEMENT MAINFRAME VDU NETWORK

  25. STRONG GROWTH IN DISTRIBUTED ARCHITECTURES Compound annual growth rates1990-95 Processor revenues% by type 100% = $38b $117b 12 -8 Mainframes 19 Mainframe 42 12 Mid-range 3 33 15 Workstations Mid-range 57 1 Workstations 16 PCs 24 PCs 1983 1995 Source: McKinsey database, McKinsey analysis

  26. ELEMENT MANAGEMENT MORE SOPHISTICATED BUT NOT SERVICE LEVEL MANAGEMENT EXAMPLE TOOLS HP OpenView IBM / CA Cabletron Spectrum NOT service levelmanagement Application Desktop • Component managementon its own • Customised configurationof component manager • Historic reports oncomponent performance Customised configuration of management Management station Network Database Component reports Server • Performance • Uptime

  27. NETWORK SERVICES RUN ACROSS HETEROGENEOUS PLATFORMS Example of salesman doing remote order entry Independentmanagementdomains Dial upaccess service • Network services run acrossmultiple components • Existing platforms haveindependent management • End to end service is the keymetric and requires correlationacross each element manager PBX Modem LAN Web server Application WAN Legacy hardware Legacy application

  28. DATA PRICES FALLING Cost of ISDN national call, pence per minute 14.9 13.4 In pricecompetitive markets, service the ONLY viable basis of competition for subscale players 12.0 10.8 9.8 1992 1993 1994 1995 1996 Source: British Telecom

  29. Measure Only What Matters 1 4 2 3 TYPICAL MEASURERS Is The Network Working? When will it be going Down? Can’it authorise a credit card in 5 seconds? Retail chain example NOT 100 DIFFERENT METRICS

  30. MULTIPLE VIEWS NEEDED OF PROVIDER’S NETWORK CUSTOMER A SINGLE NETWORK Managed NetworkService Provider Requires view of faults only in their own network CUSTOMER B Requires view of faults only in their own network

  31. THE HUMAN SOLUTION TO SERVICE LEVEL MANAGEMENT Managed NetworkService Provider Management platforms Operator consoles Customerservice level Operators A Customer service to A B Customer service to B D Customer service to C C

  32. let you deliver the network services you’ve promised

  33. 4 COMPONENT ARCHITECTURE 4 Presents data to operators, usersand other applications 3 Admin Gateways Users Processes data incommon format 2 Object Server(s) Acquires data from elementmanagers across theenterprise Manager 1probe Manager 2probe Manager 3probe 1

  34. Internal Data Wireless SDH Satellite Voice TELCO APPLICATIONS • Hutchinson Telecom • BT CSO Corporate • Cable & Wireless • Motorola Applications e.g. SAP • BT Syncordia Outsourcing • Pacific Bell • GEIS • Deutsche T • Info net • Telecom Italia X.25 Frame relay Telco Services MNS ATM • UUNet • AOL ISP • Airtouch • Cellular One • Worldcom Networks • Worldcom • Excel Communications • Vyvx

  35. DELIVERING FINANCIAL RESULTS • Enables customized service deliveryand proof of service levels • Allows rapid deployment of new services Enables newvaluedelivery Consolidatingdelivers business benefit Cutsoperatingcosts • 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 Reducescapitalinvestment

  36. 3 STEPS TO SERVICE LEVEL MANAGEMENT Measure what mattersto the business Apply best ofbreed tools Develop and expandtool usage • 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™

  37. 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

  38. A B A B C NOC Customer A Customer B Customer C Operational Deployments Internal NOC, Outsource, Customer Network Management Network Operation Center Outsource Monitoring CNM View of Services

  39. Case Study A Telecom Service Provider Delivering CNM 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

  40. Case Study An Internet Service Provider monitoring Service Levels 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

  41. 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

  42. Telecommunications Management Network • 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

  43. TMN Architecture

  44. The Future • Simplifies enterprise management • Extends the reach of the Network Manager • Decreases the impact of management on the network infrastructure HQ Marketing Plant Sales Engineering

  45. Windward Technology Group & You Helping to obtain Manageable Chaos TM

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