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Chapter 13

Chapter 13. Network Management and Operations. Agenda. Objectives Scope Functions Software Security Physical Facility Staffing. Objectives. Availability Reliability Response time Real time problem solving Other?. Scope. Data Network Voice network Wireless network

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Chapter 13

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  1. Chapter 13 Network Management and Operations

  2. Agenda • Objectives • Scope • Functions • Software • Security • Physical Facility • Staffing

  3. Objectives • Availability • Reliability • Response time • Real time problem solving • Other?

  4. Scope • Data Network • Voice network • Wireless network • Communication hardware • Workstations • Cluster controllers • Communication lines • Line concentrators • Multiplexers • Front-end processors • Communication software • Security

  5. Importance • Asset • Resources • Growth

  6. Functions • Network operations • Problem management • Performance measurement and tuning • Configuration control • Change management • Management reporting

  7. Network Operations • Starting and stopping • Monitoring • Problem identification • Problem solution • Collecting statistics • Performance • Usage trend

  8. Problem Management • Help desk: list of standard questions • Problem log • Date and time • User name • Problem • Symptoms • Trouble ticket • Date and time • Action • Auto trouble tracking systems (artificial intelligence or expert systems)

  9. Problem Escalation Procedure • Technical • Level 1 (help desk employee) • Level 2 (technician) • Level 3 (network specialist) • Managerial • Desk supervisor • Network operation supervisor • Telecommunication manager • Chief information officer

  10. Problem Solving • Reconfiguration • Backup hardware & lines (alternatives) • Diagnosis and repair • Hardware testing equipment • Protocol analyzer • In house or vendor

  11. Performance Measurement • Service level agreement • Availability (hours) • Reliability (percentage of hours, mean time between failure, mean time between repair) • Response time (percentage of seconds) • Performance history • Management information database (MIB): response time, circuit utilization, circuit errors, transaction mix, routing, buffer utilization, queue lengths, processing time • Network management protocol for exchange information between central network management computer and end stattions : Simple Network Management Protocol (SMP), Common Management Information Protocol (CMIP) • Voice network: carrier or PBX.

  12. Configuration Control • Documentation • Inventory (hardware and software) • Name, type, model serial site code, account billed, price • Network, circuit, and wiring diagrams • Emergency phone number • Vendor manuals & contact • Disaster recovery plans • Problem solving and routine procedures • Update • Off-site back up copies

  13. Change Management • Request • Coordination • Weekly change coordination meeting • Scheduled weekend changes • Documentation updates

  14. Management Reporting • Short, daily, morning meeting • Monthly performance & utilization report • Management summary for different levels

  15. Network management Software • Simple Network Management Protocol (TCP/IP) • Oldest, Limited security, widely use, standard for multi-vendors • Managed devices, agents, network management systems (NMS), and remote monitoring (RMON) • SNMPv1 and SNMPv2 are incompatible • Common Management Information Protocol (ISO) • Not popular • Netview, Netview/6000 (IBM) • Open Network Architecture (ONA) • Capacity planning, network financial administration, support for heterogeneous network • Netware Management System (Novell) • Use command

  16. Network Security • Physical security • Lock and key • Access control • Password and ID • Call back and handshake for remote access • Firewall: packet-level (address), application-level (entire message), and proxy server • Personal security • Security checking for new employees, badge, ID card, security awareness program, education, and prevention • Disaster recovery planning • Adequate emergency communication service

  17. Network Control Center • Raised floor -12 inches high • Smoke and heat detectors • Extinguishing equipment (water or carbon dioxide) • Label equipment and cable • PBX & other voice equipment • Flexible for expansion • Help desk

  18. Staffing Operation Group • Help desk: experienced or inexperienced using script • Hardware technicians: electrical and electronic background • Supervisor: technical and managing skills • On going training

  19. Outsourcing • Not vital to the business • Considering factors • Location for outsourcing company staff • Service guarantees • Existing employee moral • Cost/benefits analysis • AT & T and state of Wisconsin • Wisconsin Network Management Center

  20. Communications Technical Support Functions • Supporting communications software • Technical problem solving • Network analysis and design • Performance analysis and tuning • Hardware evaluation • Programming • Consulting

  21. Staffing Technical Support • Intelligent • Analytical • Technical • Curious • Self-motivating • Independent

  22. Points to Remember • Objectives • Scope • Functions • Software • Physical Facility • Security • Staffing

  23. Discussion • Develop a telecommunication disaster and recovery plan for a bank. • Develop a telecommunication disaster and recovery plan for CSUS.

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