NOC Services and Applications AFNOG 2003 Sunday Folayan & Brian Longwe Based on:

1. NOC Services and Applications AFNOG 2003 Sunday Folayan & Brian Longwe Based on: Netmgt T4-98 by Scott Bradner Netmgt T2-99 by Abha Ahuja Afnog T2-2001/2 by Brian Longwe NOC Services and Applications

2. What is Network Management? “In order operate a reliable service, the network must be managed according to a determined discipline, using a coherent structure of information management.” Geoff Huston, ISP Survival Guide NOC Services and Applications

3. What is a NOC? Network Operations Centre (NOC) • Monitors and manages a service provider’s network • Information about current, historical and planned availability of systems • Network status and operational statistics • Fault monitoring and management Engineers can coordinate their work through the NOC NOC Services and Applications

4. Network Management - Components Parts of Network Management • Configuration/Change management • Performance/Accounting management • Fault management • Security management NOC Services and Applications

5. Configuration Management Maintaining information relating to the design of the network and its current configuration • Network State • Record of network topology • Static • what is deployed • where it is deployed • how it is attached • Who is responsible for it • How do I contact them • Dynamic • operational status of the network elements NOC Services and Applications

6. Configuration Management • inventory management • database of network elements • history of changes & problems • directory maintenance • all hosts & applications • nameserver database • host and service naming coordination • "Information is not information if you can't find it" NOC Services and Applications

7. Configuration Management Operational Control of network • Start/stop individual components • Alter configuration of devices • Load and save config versions • Hardware/Software upgrades • Methods of access • SNMPGet / SNMPSet • Out-of-Band access NOC Services and Applications

8. What is SNMP? • Simple Network Management Protocol • query - response system • can obtain status from a device • standard queries • enterprise specific • uses database defined in MIB • management information base NOC Services and Applications

9. What do we use SNMP for? • query routers for: • in and out bytes per second • CPU load • uptime • BGP peer session status • query hosts for: • network status • Message queues • Web traffic • Squid proxy load NOC Services and Applications

10. SNMP Exercise • Please complete the SNMP Execise NOC Services and Applications

11. Configuration Management SNMP driven display husc6 mghgw wjh12 generali harvard talcott wjhgw1 harvisr huelings geo pitirium nngw nnhvd oitgw1 sphgw1 lmagw1 dfch tch tch NOC Services and Applications

12. Performance Management A Consistent level of network performance • Data collection • interface stats • throughput • error rates • usage • percent availability • Data analysis for performance metrics and trends • Establishment of performance thresholds • Capacity planning and deployment NOC Services and Applications

13. Importance of Network Statistics • Accounting • Troubleshooting • Long-term trend analysis • Capacity Planning • Two different types • active measurement • passive measurement • Management Tools have statistical functionality NOC Services and Applications

14. MRTG NOC Services and Applications

15. MRTG Checkout http://noc.ws.afnog.org/mrtg NOC Services and Applications

16. Performance Management Tools • netflow • cflowd (http://www.caida.org/tools/measurement/cflowd) • collects flow information from cisco routers • AS to AS information • src and destination ip and port information • useful for accounting and statistics • how much of my traffic is port 80? • how much of my traffic goes to AS237? NOC Services and Applications

17. Netflow examples • Top ten lists (or top five) ##### Top 5 AS's based on number of bytes ####### srcAS dstAS pkts bytes 6461 237 4473872 3808572766 237 237 22977795 3180337999 3549 237 6457673 2816009078 2548 237 5215912 2457515319 ##### Top 5 Nets based on number of bytes ###### Net Matrix ---------- number of net entries: 931777 SRCNET/MASK DSTNET/MASK PKTS BYTES 165.123.0.0/16 35.8.0.0/13 745858 1036296098 207.126.96.0/19 198.108.98.0/24 708205 907577874 206.183.224.0/19 198.108.16.0/22 740218 861538792 35.8.0.0/13 128.32.0.0/16 671980 467274801 ##### Top 10 Ports ####### input output port packets bytes packets bytes 119 10863322 2808194019 5712783 427304556 80 36073210 862839291 17312202 1387817094 20 1079075 1100961902 614910 62754268 7648 1146864 419882753 1147081 414663212 25 1532439 97294492 2158042 722584770 NOC Services and Applications

18. Accounting Management • What do you account for? • Use of the network and the services it provides • Types of accounting data • RADIUS/TACACS accounting data from Access servers • Interface statistics • Protocol statistics • Accounting Data affects Business Models • Bill on usage? • Flat-rate billing? NOC Services and Applications

19. Fault Management • Identify the fault • Regular polling of network elements • Isolate the fault • Diagnosis of the network components • Respond to the fault • Allocate resources to resolve the fault • Priority scheduling • Technical/management escalation • Resolve the fault • notification NOC Services and Applications

20. Fault Management - systems • reporting mechanism • link to NOC • notify on-call personnel • setup & control alarm procedures • repair/recovery procedures • ticket system NOC Services and Applications

21. Fault Management - Fault Detection Who notices a problem with the network? • Network Operations Center w/ 24x7 operations staff • open trouble ticket to track problem • preliminary troubleshooting • Assign engineer to problem or escalate ticket status • Customer call • Other ISPs NOC Services and Applications

22. Fault Management - Fault Detection (con) How can you tell if there is a problem with the network? • Network Monitoring Tools • common utilities • ping • traceroute • Snmp • Monitoring Systems • NOCol • Big Brother • NetSaint • NMIS • HP Openview, etc… • Report state or unreachability • detect node down • routing problems NOC Services and Applications

23. Exercise: Big Brother Download Big Brother Source from http://t2.ws.afnog.org/downloads.htm Follow instructions on http://t2.ws.afnog.org/bigbrother-setup-notes.txt Set up bb-hosts to monitor routers of other tables in the class: NOC Services and Applications

24. Fault Management - Ticket System • Very Important! • Need mechanism to track: • failures • current status of outage • carrier tickets NOC Services and Applications

25. Fault Management:Ticket System • system provides for: • short term memory & communication • scheduling and work assignment • referrals and dispatching • oversight • statistical analysis • long term accountability NOC Services and Applications

26. Fault Management - Ticket Usage • create a ticket on ALL calls • create a ticket on ALL problems • create a ticket for ALL scheduled events • copy of ticket mailed to reporter and mailing list(s) • all milestones in resolution of problem maintain the same ticket # • ticket stays "open" until problem resolved • Ticket reporter determines that ticket should be closed. NOC Services and Applications

27. Fault Management - Ticket Example Sample opening ticket SubjectSerial Number Fix sshd on T2 instructor machines 6 AreaQueue none afnog-noc RequestorsOwner pfs@cisco.com inst StatusLast User Contact resolved Wed Jun 11 17:02:21 2003 (30 hr ago) Current PriorityFinal Priority 1 1 Due No date assigned Last Action Wed June 11 17:02:21 2003 (30 hr ago) Created Mon June 9 14:08:08 2003 (2 days ago) NOC Services and Applications

28. Fault Management - Ticket Example Sample progress ticket TT0000033975 has been MODIFIED. Here are the fields that have been changed: CopyOfTime : 5 TTC Temp : 0 Ticket information log : toppi@umich.edu said ... While I was investigating this, Debbie from UUNet called (via Merit main number) to tell us they were seeing it down. She can be reached at xxx-xxxx. The UUNet ticket is xxxxx.. NOC Services and Applications

29. Fault Management - Ticket Example Sample closing ticket • includes previous ticket contents plus resolution • Users on the laptop station minihub are not getting correct DHCP responses. No gateway or DNS entries are returned. • Thanks, - Hervey • -- CUSTOMER INFORMATION --------------------- • 'inst' (AFNOG Instructors) – • ------------------------------------- • There have been several issues. First, the Cisco config-switch was set so the box would forget it's config on a power cycle (and we've had a few). Second, I made a typo when I cleaned up a DNS file. Things *should* be working now (famous last words). Resolving this till I hear otherwise. • GJ • ---------------------------------------------------------------- • >otherwise. • >GJ Many thanks! - Hervey NOC Services and Applications

30. Exercise: Ticket System • Download OTRS Source from http://t2.noc.ws.afnog.org/downloads.htm • Follow instructions on http://t2.noc.ws.afnog.org/OTRS-setup-notes.txt • Create 2-3 users within ticket system • Create tickets to track network occurrences as they occur - network failures will be provided ;-) NOC Services and Applications

31. Fault Management - typical failures • Node unpingable • no ip connectivity to router • possible reasons: • serial link down • call telco • router down/hardware problem • call engineer • routing problem • troubleshoot with traceroute • routeviews machine NOC Services and Applications

32. Security Management: Do’s & Don’t’s • Dont’ leave things that are likely to be interesting to mice lying on the kitchen table overnight • Plug the holes that mice are using to get into the house • Don’t provide places within the house for mice to build nests • Set traps along walls where you often see mice out of the corner of your eye • Check the traps daily to rebait them and to dispose of squashed mice. Full traps don’t catch mice, and they smell • Avoid using commercial bait-and-kill poisons. Traditional snap traps are best. • Get a cat! NOC Services and Applications

33. Security Management - Tools • security tools • cops - host configuration checker (www.cert.org) • swatch - email reports of activity on machine • Tcpwrappers – log connections, restrict access • ssh/skey – crypto authentication and communications • Tripwire – monitor changes to system files • Keep up to date with security information • bug reports • CERT advisories mailing list: • http://www.cert.org./contact_cert/certmaillist.html • bug fixes • intruder alerts NOC Services and Applications

34. Security Management – Good Practice • reporting procedure for security events • e.g. break-ins • abuse email address for customers to report complaints (abuse@your-isp.net) • control internal and external gateways • control firewalls (external and internal) • security log management • centralised logging host NOC Services and Applications

35. How do I manage my network? • Which tools should I use? What do I really need? • Keep it simple! • Need to consider engineers working remotely • Don’t want to spend too much time maintaining the tool (it should be helping you!) • Different tools for NOC and engineers • Different tools for statistics • RELIABILITY! NOC Services and Applications

36. References • http://www.merit.edu/ipma/docs/isp.html • http://www.nanog.org • http://www.caida.org • http://www.nlanr.net • http://www.cisco.com • http://www.amazing.com/internet/ • http://www.isp-resource.com/ • http://www.merit.edu/ipma • http://www.ripe.net NOC Services and Applications

37. More Tools! • http://www.caida.org/Tools/ • OC3Mon/Coral • http://www.merit.edu/~ipma • RouteTracker • IRRj • ASExplorer • http://www.geektools.com/ • http://www.merit.edu/ipma/tools/other.html NOC Services and Applications

38. ASexplorer NOC Services and Applications

39. Route Flap Stats NOC Services and Applications

40. Looking Glass Tools • http://www.merit.edu/~ipma/tools/lookingglass.html route-views.oregon-ix.net>show ip bgp 35.0.0.0 BGP routing table entry for 35.0.0.0/8, version 56135569 Paths: (17 available, best #12) 11537 237 198.32.8.252 from 198.32.8.252 Origin incomplete, localpref 100, valid, external Community: 11537:900 11537:950 2914 5696 237 129.250.0.3 (inaccessible) from 129.250.0.3 Origin IGP, metric 0, localpref 100, valid, external Community: 2914:420 2914 5696 237 129.250.0.1 (inaccessible) from 129.250.0.1 Origin IGP, metric 0, localpref 100, valid, external Community: 2914:420 3561 237 237 237 204.70.4.89 from 204.70.4.89 Origin IGP, localpref 100, valid, external 267 1225 237 204.42.253.253 from 204.42.253.253 Origin IGP, localpref 100, valid, external Community: 267:1225 1225:237 NOC Services and Applications

41. More Looking Glass Tools • Traceroute servers • http://www.merit.edu/ipma/tools/trace.html Query: trace Addr: www.isoc.org Translating "www.isoc.org"...domain server (206.205.242.132) [OK] Type escape sequence to abort. Tracing the route to info.isoc.org (198.6.250.9) 1 iad1-core2-fa5-0-0.atlas.digex.net (165.117.129.2) 0 msec 0 msec 4 msec 2 dca5-core2-s5-0-0.atlas.digex.net (165.117.53.41) 0 msec 4 msec 0 msec 3 dca5-core1-fa5-1-0.atlas.digex.net (165.117.56.117) 4 msec 0 msec 4 msec 4 Hssi3-1-0.BR1.DCA1.ALTER.NET (209.116.159.98) 0 msec 0 msec 4 msec 5 101.ATM2-0.XR1.DCA1.ALTER.NET (146.188.160.226) [AS 701] 4 msec 0 msec 4 msec 6 195.ATM7-0.XR1.TCO1.ALTER.NET (146.188.160.102) [AS 701] 4 msec 0 msec 0 msec 7 193.ATM8-0-0.GW1.TCO1.ALTER.NET (146.188.160.33) [AS 701] 4 msec 4 msec 4 msec 8 charlie.isoc.org (198.6.250.1) [AS 701] 8 msec 8 msec 8 msec 9 info.isoc.org (198.6.250.9) [AS 701] 8 msec * 12 msec NOC Services and Applications

42. SNMP Tool references • MON - http://www.kernel.org/software/mon/ • NOCol - ftp://ftp.navya.com/pub/vikas/nocol.tar.gz • Sysmon - ftp://puck.nether.net/pub/jared • Rover - http://www.merit.edu/~rover • Concord - http://www.concord.com • http://www.merit.net/~netscarf NOC Services and Applications