Network Management and Operations

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Chapter 13

• Network Management and Operations

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Network Management

• Definition
• Activities required to keep the communication
  network operating
• Goal
• Determine level of service (reliability) required
  of network and seek to achieve this
• Corporate data networks not usually as reliable
  as PSTN
• Network management staff responsible for data
  network and possibly voice network too

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Network Management Motivation

• 1. Network is a corporate asset
• 2. Network is a corporate resource
• 3. Network is growing rapidly
• Average communications budget for U.S. companies
  increasing at 10-20 per year
• Network operations management must ensure
  controlled growth
• Even small companies must devote personnel to
  handling the network

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Network Management Functions

• Business objective
• Satisfy user expectations by providing reliable
  service, good response time, fast problem
  resolution
• Activities
• Network operations
• Problem management
• Performance measurement and tuning
• Configuration control
• Change management
• Management reporting

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Network Management Functions

• Network operations group
• Responsible for
• Management of physical network resources
• Activation of components
• Traffic control
• Execution of procedures
• Monitoring network performance important
• Identify abnormal behavior
• Collect performance statistics

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Network Management Functions

• Problem management
• Users require a means of reporting problems (help
  desk)
• Keep accurate records
• Trouble ticket
• Help desk person fills out request for technician
  to solve the problem
• Problem resolution levels
• Level 1 - 80 of problems, help desk operator
  handles these
• Level 2 - 10-15 of problems, after couple
  minutes if help desk person cant handle it,
  problem referred to technician
• Level 3 - Remaining problems handled by
  specialists
• Leveling problems ensures that most problems
  handled by person with lowest skill level able to
  do so

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Network Management Functions

• Performance management
• Use statistical performance data to optimize
  network configuration
• Performance objectives established for groups of
  users Service Level Agreement
• Hours of operation
• Reliability level
• Response time
• Tracking performance
• Response time by hour of the day
• Circuit utilization
• Errors per circuit
• Routing

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Network Management Functions

• Basic network management architecture
• Workstations, computers, and network devices can
  run software that enables them to monitor and
  compile information about their state
• Store information in Management Information
  Database (MIB)
• Central network management station uploads
  performance data from devices as needed
• Devices can send unsolicited information (alerts)
  if it detects problems
• Central management station can act on alerts
• Notify network administrator
• Event logging
• Automatic attempts at repair

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Performance History
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Performance History
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Configuration Control

• Consists of keeping records tracking network
  equipment and interconnection
• Includes lists of telecom software, manuals,
  disaster recovery plans, contact person, etc.

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Change Management

• Monitoring changes to network and coordinating
  activities so as to minimize impact on the user
• Document the changes

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Management Reporting

• Network status reports are regularly given to
  company management

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Network Management Software

• Combination of hardware and software needed for
  network management
• Network management protocol standards
• SNMP Simple Network Management Protocol
• Developed for TCP/IP
• Most popular standard
• CMIP Common Management Information Protocol
• Developed by ISO

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SNMP

• Hardware using it
• Routers, gateways, switches, hubs, etc.
• Devices collect information about themselves
• Store info in Management Information dataBase
  (MIB)

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SNMP

• SNMP managed network has 3 key components
• Managed devices
• Network node containing an SNMP agent
• Collect and store management information and make
  it available to NMS via SNMP
• Includes routers, switches, bridges, servers,
  hubs, printers, etc.
• Agents
• Agent resides on managed device
• Collects information and formats it for SNMP
• Part of RMON extension of SNMP
• Network management systems (NMS)
• Executes applications that monitor and control
  managed devices
• Provides most of the resources needed for network
  management
• A managed network requires at least one NMS

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Structure of SNMP Managed Network
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Remote Network Monitoring (RMON)

• Extension of SNMP
• Consists of agent plus special-purpose MIB
• Device on which it resides plus the agent
  software is also called a remote monitor or probe

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SNMP Versions

• SNMPv1 and SNMPv2
• SNMPv2 has enhancements

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High-Level Network Management Software

• Used for more sophisticated functions
• IBM Netview
• Nortel Optivity
• Novell NetWare Management System
• For Novell LANs

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Network Security

• One of the most important functions of network
  management
• Connectivity of LANs to Internet makes security
  more difficult
• Requirement for managing information security
• Network security policy defining reasons why
  security is important to the company
• Security implementation plan describing steps to
  implement the policy
• Clearly defined roles and responsibilities to
  ensure that all aspects of security are performed
• Effective management review process to
  periodically ensure that security policies and
  standards are adequate, effective and enforced

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Types of Network Security

• Three ways someone can gain unauthorized access
• Using a workstation on the company premises
• Dialing in to the network
• Accessing the network from another network
• Primary forms of communications security
• Physical security of the telecom facilities
  including network operations center, equipment
  rooms, and wiring closets
• Access control to prevent unauthorized use of
  telecom terminal circuits, telephone systems, or
  computers
• Personnel security such a as security checks on
  prospective employees and training
• Disaster recovery planning to ensure the
  organization can continue operations after a
  disaster

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Physical Security

• Lock rooms and keep network components
  inaccessible

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Network Access Control

• Network users must have usernames and passwords
• User login information should be recorded
• Dialup access
• Implement handshaking
• When user dials in, users workstation identifies
  itself to server
• Monitor dialup lines for suspicious activity
• Encrypt transmissions
• Firewall
• Forms a boundary between two networks
• Provides single point of entry and exit from the
  corporate network to the Internet
• Control access to company network from outside

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Network Access Control

• Forms a boundary between two networks
• Provides single point of entry and exit from the
  corporate network to the Internet
• Control access to company network from outside
• Firewall implementation
• Runs on a router or server or both
• Packet-level firewall
• Examines incoming packets and screens them using
  a packet filter
• Application-level firewall
• Examines application-layer data in packets when
  screening traffic
• Proxy server
• Translates internal company network addresses to
  Internet addresses so outside people do not know
  the addresses of nodes behind the firewall
• Firewall logs activity

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Personnel Security

• Screen prospective employees
• Require access badges
• Train employees about security

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Disaster Recovery Planning

• See previous discussion

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Network Control Center

• Contains equipment to monitor network performance
• Usually contains WAN interface equipment and PBX
• Technicians and help-desk personnel

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Network Operations Group Staffing

• Help desk
• Usually need lowest level of experience and
  training
• Pass difficult problems on to more experienced
  people
• Hardware technicians
• Usually have electronics training
• Come from telco companies, military, technical
  schools
• Do not usually have 4-year degree

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Network Operations Group Staffing

• Network operations supervisors
• Need to understand management objectives
• Meeting service level objectives, improve
  efficiency, good communication skills
• Education and experience in data processing and
  communications, plus supervisory experience

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Network Management Outsourcing

• Fee for service
• Issues
• Companies may not want to run their own telecom
  department
• Some company does not want to turn over such a
  critical system to outsiders
• Considerations
• Location of contractors within your organization
• Service guarantees
• What to do with existing network staff
• Cost/benefits

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Functions of Communications Technical Support

• Supporting communications software
• Assist in network analysis and design
• Access third-party support (vendors)
• Network analysis and tuning
• Hardware evaluation
• Programming
• Consulting within organization

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Technical Support Education Breakdown

• IBM survey of their customers tech support
  personnel
• High school diploma 100
• Formal software training 84
• Bachelors degree or higher 52
• Familiar with 4 or 5 IBM products 50
• Have average of 8.1 years data processing or
  communications experience