Copyright © 2005 Micromuse Inc. All rights reserved. Effective End-to-End Service Management in a Dynamic Environment an approach for model based management Doug McClure Sr. Manager, Service and Technology Monitoring EarthLink Operations October 26, 2005

2 Copyright © 2005 Micromuse Inc. All rights reserved. EarthLink Overview ~5.4M Customers >~3.8M Dialup (Premium ~2.7M, Value ~1.1M) >~1.5M Broadband (Cable, xDSL) >~140K Web Hosting (Unix, Windows) Dial Access Coverage > 94% of US Population >~16K Local Dial Access Numbers >~315K Active Modem Ports (~30% ELNK, ~70% Outsourced) >~180 PoPs (18 Core Backbone PoPs, three data centers, two labs) Broadband Coverage >~286 Markets with Broadband Offerings (DSL-204 Cable-82) Large and Diverse Infrastructure >~1700 Network Elements, ~1600 Server Elements >Thousands of Access and WAN Circuits >17K Tagged Assets in Network (excluding desktops)

3 Copyright © 2005 Micromuse Inc. All rights reserved.  aDSL  Cable  sDSL  Satellite  Point-to- point  Wholesale 1999  Value Dial  Blackberry  PDAs  WiFi  Wireless Cards 1994  Premium Dial 2005  Next Generation Broadband  VoIP  Muni-WiFi Wireless Voice Value Dial-up Access Wireless Data Service Broadband Access Premium Dial-up Access 2004  Converged Devices  Free VoIP 1995  Unlimited Access 2003  Accelerator From ISP to Total Communications Provider

4 Copyright © 2005 Micromuse Inc. All rights reserved. EarthLink’s Dynamic Environment >One Network >Many Partners >Fast Follower >Constant Change >Emerging Technologies >Unlimited Products and Services

5 Copyright © 2005 Micromuse Inc. All rights reserved. High Speed Connection High Speed Modem Router Analog Telephone Adapter (ATA) Standard Telephone One Phone Detects WiFi Network Detects Cell Network Voice Source: EarthLink Product Group

6 Copyright © 2005 Micromuse Inc. All rights reserved. >Wi-Fi Broadband (Open Access Wholesale ISP product) >Digital Divide (a subsidized version of Wi-Fi Broadband) >Occasional Use (Open Access Wholesale 24- hour pass) >Municipal & Business Fixed Wi-Fi >Parks & Public Spaces (free access in limited locations) >Wi-Fi Broadband for Municipal Safety >Wi-Fi Broadband for Municipal Workers Municipal Wi-Fi Source: EarthLink Product Group

7 Copyright © 2005 Micromuse Inc. All rights reserved. Built for 200k + subscribers 135 Square miles 4000 nodes (AP’s and Gateways) 24 towers ~30 backhaul radio links ~6 fiber backhauls Philly Muni-WiFi Source: EarthLink Product Group

8 Copyright © 2005 Micromuse Inc. All rights reserved. Infrastructure Events Source: EarthLink Product Group Complex Applications & Services

9 Copyright © 2005 Micromuse Inc. All rights reserved. EarthLink Approach for Managing Services >Doing the basics really well  EVENTS MATTER >Bank of America Quality Commercial >“We don’t worry about managing the millions of events in our environment. We focus on the process of managing one event very accurately and reliably and repeating that process millions of times” >A solid foundation enables anything to be built upon it >Best of breed focus pays off over the long haul and weathers changing technologies >Align everything to key business activities, services, products and customers

10 Copyright © 2005 Micromuse Inc. All rights reserved. E2E Service Management: A Top Down Approach to a Bottom Up Problem >Why this and dashboards are important? > Provide real-time visibility into increasingly complex products, services and infrastructure > Enable action and real-time decision making > Reduce mean time to address and repair complex service problems

11 Copyright © 2005 Micromuse Inc. All rights reserved. What’s Really Important? >Customer Acquisition and Retention >Registration, shopping cart abandonment, serviceability, churn >Inventory, Fulfillment, Shipping, Logistics, Distribution >Velocity, accuracy, double-shipping >Billing / AR >Delivery, processing, aging, collections, X-Factor >Customer, Operations or Business Support? >Visibility or Action?

12 Copyright © 2005 Micromuse Inc. All rights reserved. Technician / Engineer Management / Director Executive Focus EventProcessOutcome Response Mode ReactiveResponsiveProactive Orientation Product / SiloBusinessPolitical Repertoire Technology/HardwareSystem/ServiceSolution Finance PriceCostValue Different Levels Different Needs Source: Unknown

13 Copyright © 2005 Micromuse Inc. All rights reserved. Here? >Traditional Business Intelligence >Static, Pre-Canned, Scheduled >Batch Oriented >Static Consolidated Repository >What happened >Yesterday >Last Week >Last Month >Where you were

14 Copyright © 2005 Micromuse Inc. All rights reserved. >Real Time >Action Oriented >Dynamic, Adaptive, Ad-Hoc >Event-Driven, Always On >Cached, Dynamic Data >Where You’re At >Where You’re Heading >What Lies Ahead? >Provides a Sense of Urgency >When do I need to make a decision? Or Here?

15 Copyright © 2005 Micromuse Inc. All rights reserved. Providing Visibility and Enabling Action >Two schools of thought >Top down or bottom up >Build Dashboards – focusing on “Real-Time” >Hourly or more frequent >Avoid overlap with data warehouse or BI function >Identify the main message for your dashboards for each audience and each level >Choose 3-5 key messages, themes or topics to communicate >Must be aggregated, correlated and presented in a summarized views that prompt action >Is the ship on the right path? >Do I need to take some action to steer around the iceberg? >How quickly do I need to take action?

16 Copyright © 2005 Micromuse Inc. All rights reserved. Service Components Servers, Storage, Network, Backups, Firewalls, Applications, Services, Processes, Activities Enterprise Components Network, Server, Storage Admin, Ticketing, Monitoring, Asset/Inventory Management Service Management Quality, Performance, Availability Measurement and Improvement Business Management Visibility, Impact, Revenue, Churn, Fulfillment, Compliance Business Process Source: Gartner, Modifications Doug McClure A Solid Foundation for E2E Service Management

17 Copyright © 2005 Micromuse Inc. All rights reserved. Enrichment Raw Enriched Managing Events Managing Services Longer MTTR Shorter MTTR Why the Right Events Matter Source: Doug McClure

18 Copyright © 2005 Micromuse Inc. All rights reserved. Why an Information Model is Needed >Simplify and map complex infrastructure, application and technology data >Ties disparate data sources in numerous silos together as they relate to the business >Common data models enable real-time monitoring and action oriented dashboards >EarthLink recognized this need and created an “EarthLink Information Model” >Captures key components of service and infrastructure >Establishes relationships with key business services, processes and activities, applications and customers

19 Copyright © 2005 Micromuse Inc. All rights reserved. Managed Element Core Applications Services Network Object Hardware Storage Packages Operating System Physical Location Interface Mapping Physical Connectivity Notification Monitoring Transactions EarthLink Information Model DMTF CIM 2.9.x Based

20 Copyright © 2005 Micromuse Inc. All rights reserved. EarthLink Relationship Modeling

21 Copyright © 2005 Micromuse Inc. All rights reserved. Service Modeling: Getting What’s Important >Discovery Interviews - what’s important in each line of business and at each level of the organization >Inventory Based Approach with Gap Analysis >Don’t forget to consider non-traditional data sources >Identify important metrics and indicators in key functional areas that prompt action >Focus on service activities, processes and flows >Align to key executive needs, objectives, pain points >This becomes the foundation of the service model

22 Copyright © 2005 Micromuse Inc. All rights reserved. Key functional Metric roll ups Key Transx, Processes, Flows Service Component Data What’s Important! Service Modeling: Getting What’s Important

23 Copyright © 2005 Micromuse Inc. All rights reserved. Key Message Areas Key Metrics Data Sources Communicating Information over Data – Key to Linking IT to Business

24 Copyright © 2005 Micromuse Inc. All rights reserved. “Sea of Red” “Low Touch, High Effort” “Event Storms” “Simple Correlation” “High Touch, Low Effort” “Synthetic Transaction Monitoring” “Real User Monitoring” “E2E Service Correlation” “Topology/Dependency Mapping” “BAM BSM BINGO Monitoring” Original Source: Gartner, Modifications Doug McClure What’s Your Organization Ready For?

25 Copyright © 2005 Micromuse Inc. All rights reserved. Recap >Managing your network can be future proof >The right foundation ensures success >Do the basics really well – EVENTS MATTER >Building the case for E2E Service Management >How we’re applying this at EarthLink >Modeling and why it’s important >Applying this in your business environment Please feel free to contact me to discuss this approach in detail or receive a detailed process overview that EarthLink followed during this initiative

26 Copyright © 2005 Micromuse Inc. All rights reserved. Supporting Material

27 Copyright © 2005 Micromuse Inc. All rights reserved. Top Level Service

28 Copyright © 2005 Micromuse Inc. All rights reserved. Key Service Functions

29 Copyright © 2005 Micromuse Inc. All rights reserved. Service Model High Level

30 Copyright © 2005 Micromuse Inc. All rights reserved. Service Model Low Level

31 Copyright © 2005 Micromuse Inc. All rights reserved. 31 Quality Reliability Performance Availability Sign Ups/Hour, Day, Week Failures/Hour/Day/Week Overall Quality by E2E Service and Transaction By Partner, Service High Level Keynote, Compuware and Quest FTR Quality Metrics for Service/Service Transaction Testing Active Remedy Break/Fix Tickets Active Change or Downtime Activities Planned Change or Downtime Activities within 8, 12, 24, 48 hours Account creation metrics (good vs bad) Transaction error metrics Infrastructure Monitoring – Foglight, NerveCenter, ISM Events, Keynote/Compuware/FTR, Other Netcool Events Average/Max/Min Transaction Time Transaction time vs. SLO Partner Transaction Time Transactions/Hour, Sessions/Hour Transactions/Machine Overall Availability or processes, activities, APIs, flows, etc. Contextual Display Panel Click Here Display Here Dashboard Mockups

32 Copyright © 2005 Micromuse Inc. All rights reserved. Order Sent To Vendor E Order Accepted E FOC Assigned E Customer Billed D Order Cancelled/ Rejected E No FOC Assigned E FOC Missed E B2B / EDI / Translation Billing Welcome Letters Shipped D Fulfillment WEB A Order Entry / UI APP B REG C Serviceability Query Run Serviceability Order Created B Service Requested by Customer A Serviceability / Pre-Qual Equipment Shipped (DSL) D Fulfillment Registration / Provisioning Customer Provisioned E RADIUS Prov F /FTP WWW Prov F Order Entry / UI Servicability B2B/EDI/Trans Reg/Prov FulfillmentBilling Dashboard Mockups

33 Copyright © 2005 Micromuse Inc. All rights reserved. Drill Down into Metrics Drill Down on Server 33 Server1 Active Events Service Port Health All Events Server Health App Health Transaction Health Remedy Tickets Change Requests Overall Service Topology All Metrics Associated with Server Element on One Page (same idea would apply to any widget drill down) Performance Quality Reliability Availability Dashboard Drilldown Mockups