Network Management and Operations

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.