Network Management Chapter 4 SLA and QoS POSTEC Lecture　 Network Management Chapter 4 　SLA and QoS 　 May 6-27 , 2008 Masayoshi Ejiri Japan

Agenda ICT Operations and Management - Service Industries - ICT Services and Networks— - Target of the Management 2, Architecture ,Function ,Information Model and Business Process - ITU-T TMN( Telecommunications Management Network) - TeleManagement Forum Telecommunications Operations Map ( TOM) - Multi domain management and System Integration - Standardization 3. OSS( Operations Support System ) Development - Software Architecture ,Key Technologies and Product Evaluation— 4. SLA( Service Level Agreement) and QoS( Quality of Service) - SLA Definition , reference point and policy based negotiation 5, IP/eBusiness Management - Paradigm shift , Architecture beyond TMN and enhanced TOM 6. NGN( Next Generation Networks) Management - NGN Networks and Services , New Paradigm of ICT Business and Management

Agenda Service Life cycle of QoS/SLA IP QoS and network performance QoS , QoE and SLA SLA and OLA Overviews SLA Management SLA Features SLA Negotiation Security

Service Life cycle and QoS/SLA ITU-T Recommendation M.3341 Requirements for QoS/SLA management over the TMN X-interface for IP-based services Management of QoS and associated SLAs require interaction between many telecom operations business processes and TMN management services as defined in ITU-T Rec. M.3200 and TMN management function sets as defined in ITU-T Rec. M.3400.

M.3341 – Service life cycle (Figure 5-1/GB917) Service product planning and development; Negotiation and sales of a service product; Implementation (configuration, provisioning and commissioning) of a service product; Operation and maintenance of a service product; Periodic assessment of the QoS of a service and whether it meets the SLA.

QoS/SLA management interactions across QMS interface M.3341 SC( Service Customer) initiated: Retrieve MPs MP : Measurement Point Retrieve Obs Ob : Observation Configure Ob Assign PM data collection interval PM : Performance Management Suspend/Resume PM data collection Reset PM data Assign PM history duration Assign PM threshold (including severity) Request PM data (current or history) SP( Service Provider ) initiated/provided: Report MP configuration changes Report SP suspension of PM data collection Report PM threshold violation QMS : QoS/SLA Management Services

Measurement point and observation M.3341 The observation provides QoS measurements from the ingress to the egress of the ISP's network regardless of the service providers or network operators involved. SC :Service Customer NO :Network Operator TSP: Telecommunications Service Provider ISP: Internet Service Provider

IP QoS related Y series . Recommendations Internet protocol data communication service – IP packet transfer and availability performance parameters Y.1541 Network performance objectives for IP-based services Note : SERIES Y: GLOBAL INFORMATION INFRASTRUCTURE, INTERNET PROTOCOL ASPECTS AND NEXT-GENERATION NETWORKS Internet protocol aspects – Quality of service and network performance

Rec. Y.1540 – Layered model of performance for IP service – Example SRC : Source host DST : Destination host

Services in ISO 7 layers Model Human/Business Application service Layer 7 : Application Layer 6 : Presentation Layer 5 : Session Layer 4 : Transport Layer 3 : Network Layer 2 : Data link Layer 1 : Physical Presentation service Session service Transport service Network service Data link service Physical service

Generic IP Service performance model : IP Network Connectivity Y.1540

Y.1541 – UNI-to-UNI reference path for network QoS objectives

End-to-End QoS NOTE – The phrase "End-to-End" has a different meaning in Recommendations concerning user QoS classes, where end-to-end means, for example, from mouth to ear in voice quality Recommendations. Within the context of this Recommendation( Y.1541), end-to-end is to be understood as from UNI‑to‑UNI.

Quality evaluation MOS ITU-T Rec P.800 Listening-quality scale Excellent 5 Good 4 Fair 3 Poor 2 Bad 1 The quantity evaluated from the scores (mean listening-quality opinion score, or simply mean opinion score) is represented by the symbol MOS.

DMOS Degradation category scale 5 Degradation is inaudible. 4 Degradation is audible but not annoying. 3 Degradation is slightly annoying. 2 Degradation is annoying. 1 Degradation is very annoying. The quantity evaluated from the scores (degradation mean opinion score) is represented by the symbol DMOS. Note: In non voice services , audible should be perceptible.

IP packet transfer performance parameters REC.Y.1540 Speed ,Accuracy and Dependability IPTD : IP Packet Transfer Delay　　 IPDV : IP packet Delay Variation IPER : IP Packet Error Ratio IPLR : IP Packet Loss Ratio IPRR : IP Packet Reordering Ratio IPSLBR : IP Packet Severe Loss Block Ratio IPDR : IP Packet Duplicate Ratio RIPR : Replicated IP Packet Ration IPPT : IP Packet Throughput

IP service availability (REC.Y.1540) Unavailable IP Service Available Availability Parameters Unavailability: IP Packet Loss Ration(IPLR) > C1 C1 = 0.75 Availability Parameters:% time ratio Percent IP service unavailability (PIU) Percent IP service availability (PIA)

Conditions for IP Performance Measurement Rec.Y1540 1) the exact sections being measured: • SRC and DST for end-to-end measurements; • MP bounding an NSE being measured. 2) measurement time: • how long samples were collected; • when the measurement occurred. 3) exact traffic characteristics: • rate at which the SRC is offering traffic; • SRC traffic pattern; • competing traffic at the SRC and DST; • IP packet size. 4) type of measurement: • in-service or out-of-service; • active or passive. 5) summaries of the measured data: • means, worst-case, empirical quantities; • summarizing period; –short period (e.g., one hour); – long period (e.g., one day, one week, one month).

Y.1541 – Hypothetical reference path for QoS class 0

Network performance parameter Nature of network performance objective Table 1/Y.1541 – IP network QoS class definitions and network performance objectives Network performance parameter Nature of network performance objective QoS Classes Class 0 Class 1 Class 2 Class 3 Class 4 Class 5 Unspecified IPTD Upper bound on the mean IPTD (Note 1) 100 ms 400 ms 1 s U IPDV Upper bound on the 1  10–3 quantile of IPTD minus the minimum IPTD (Note 2) 50 ms (Note 3) IPLR Upper bound on the packet loss probability 1 × 10–3 (Note 4) 1 × 10–3 IPER Upper bound 1 × 10–4 (Note 5) General Notes:

Network performance parameter Nature of network performance objective Table 3/Y.1541 – Provisional IP network QoS class definitions and network performance objectives Network performance parameter Nature of network performance objective QoS Classes Class 6 Class 7 IPTD Upper bound on the mean IPTD 100 ms 400 ms IPDV Upper bound on the 1  10–5 quantile of IPTD minus the minimum IPTD (Note 1) 50 ms IPLR Upper bound on the packet loss ratio 1 × 10–5 IPER Upper bound 1 × 10–6 IPRR

QoS Control modified Nakajima’s IM2005 panel presentation Admission Control : managed bandwidth Fairness Control : minimum bandwidth Priority Control : reactive control, priority conflict Outcome Guarantee : with proactive control e.g. pre assigned resource, on demand reservation, Managed Quality : with reactive control Best effort : with no active control

Definition of Quality of Experience (QoE) Rｅｃ．Ｇ１００ The overall acceptability of an application or service, as perceived subjectively by the end-user. NOTE 1 – Quality of Experience includes the complete end-to-end system effects (client, terminal, network, services infrastructure, etc.). NOTE 2 – Overall acceptability may be influenced by user expectations and context.

SLA -How to reach the practical Agreement by Negotiation ?- , Who drive SLA ? Why SLA is needed ? What S.L.A. is ? When SLA is agreed ? How to agree SLA ?

ITU-T Rec. E860 ( 2002) “A Service Level Agreement is a formal agreement between two or more entities that is reached after a negotiating activities with the scope to access service characteristics, responsibilities and priorities of every part “

SLA for IP Management Public Network / Services IP network / Services Fixed QoS  Negotiated CoS Network Performance Oriented  Human Interface Oriented Internal within SP  Open and Visible to Customers <Best Effort SLA Announcement> <Guaranteed SLA Agreement> Based on embedded Based on Management QoS Mechanism Excellence and Negotiation

Service Level Agreement ??? Transport , Contents Delivery, Operation, Billing,etc. Level ? Performance : QoS, CoS, Accuracy, Timeliness, etc. Treatment : Reliability,Priority, etc. Value : Absolute, Average in long term/in group,etc. Agreement ? Negotiation, Selection of SLA Package/menu,etc. Contract : Long term, Call by Call. Specific Call,etc.

Guaranteed /Best Effort SLA Service Priority ( Class of Services) : Guaranteed by Policy based Operations Static/Average QoS Value : Guaranteed by NW design/implementation Individual or Target Service QoS Value : Guaranteed by successful Pre-Provisioning/Resource Reservation : Best Effort in General

SLA Management(Reference Point) Customer OSF Operations Services SLA Communication Services SLA SLA Negotiation Operator Resource OSF Service Provider Operations Support SLA Resources Provisioning SLA SLA Negotiation Partner OSF

SLA Management(Monitor/ Report) Customer SLA Report, Invoice SM Mapping CoS QoS Value/MTxx Policy NM Aggregate NE Resource QoS Parameter QoS Events EM Operation QoS Parameter SM Partner

SLA Management(Control) Customer SO,TT,Bill SM Mapping Treatment QoS order Policy NM Analysis NE Resource Parameter Control QoS Control EM Operation Parameter Control SM Partner

Communications Resource SLA and OLA Overviews Customer ( eBusiness) Operations Services SLA Content Delivery Services SLA Transport Services SLA SLA Negotiation Content Delivery Resource Service Provider Operations Resource Transport Services OLA Transport Resource Operations Support OLA Resource Provisioning OLA OLA Negotiation Operations Resource Supporters Communications Resource Suppliers Partners

SLA Features Services Features 3, Security 1, Transport Services 2, Contents Delivery Services 3, Operations Services Features 1, Fundamental (Performance , Accuracy & Access) 2, RAS(Reliability , Availability & Survivability) 3, Security

Operation Services SLAs -Customer Care Ability- Accuracy & Timeliness Service Delivery, Report Generation, Handling of Billing, Call pick up time, Compensation when SLA violated Access Capability Availability of Contact ( Method, Opening time etc) RAS Human/Organizational structure for provisioning, Fault & Disaster, Fairness & Priority, Hot line Security Mechanism for Privacy protection, Countermeasure for Security

Transport Services SLAs -Transport Capability- Performance & QoS Transmission Quality ( Bandwidth, Delay, Packet loss, Error ) --Average Value in long term and/or in group, Absolute value for Call by Call or Specific Call— Access Capability Connectivity, Call loss ratio, Call setup time RAS Mean ( Max/min) times between outage, Disaster/Fault recovery priority Security Access control mechanism, Prevention mechanism for network attack

Content Delivery Services SLA - Security Assurance Capability- Transport Services SLA plus Security Prevention mechanism, countermeasure &compensation --for Access authorization /certification --for Protection of Content Integrity, Confidentiality, Authentication, Copyright

Classification of SLA Features Feature Type Transport Services SLA Operations Services SLA Performance & Accuracy - Bandwidth, - Packet Loss, - Error rate, - Delay - throughput Accuracy and timeliness of (1) Service delivery, Report generation, Etc…. Mean/Max time between call pickup Compensation when SLA violated Access Capability Connectivity Call Loss Ratio Call setup time Contact Method – Email, Phone, Fax, Etc….. Contact Availability – opening times Access control mechanism RAS Mean time between outages Disaster/Fault recovery mechanism Hot line Organisational structure to support Disaster/Fault recovery Security Access Control Mechanism Prevention of Network Attacks, Eavesdropping, etc… Privacy Protection mechanisms

SLA Categories for Customer Preference Customers Pick&Mix SLA Limited SLA Negotiated SLA Define Class of Service Define Default Proactive Sales Market Research Marketing Internal Negotiation Operations Resource Communications Resource

Service Negotiation Customer Resources Operation OSF 3. Agreed Service 4. Service Report 1. Negotiation 2. Service Provision Service Negotiation Function Status Report Policy Pricing DB Resource DB Class of Service DB Traffic/ QoS DB Operation

SLA Negotiation based on Policy Management Customers Operators 　　SLA Negotiation Policy Descriptor Negotiation? Timing Features Policy Editor ・ Static (long term) ・ Pre Assigned ・ On Demand Policy Management Price ・ QoS / CoS ・ Bandwidth ・ Delivery Time ・ Security MTxx etc. Policy Executor Policy Repository Policy Decision Function OSS OSS

IT Capable Terminal JVM Web Browser etc. Negotiation Inquiry Negotiation Agent (e.g Java applet) Negotiation Agent (e.g Java applet) JVM Web Browser etc. Service/ Resource Status Operation Window (e.g XML) Operation Window (e.g XML) Catalogue Negotiation Inquiry Negotiation Agent Operation Window Service Provider Customer

For Effective SLA Customer can select SPs Customer can negotiate/choose SLA SLA should be reflected Customer Perception SLA should be Monitored and Reported to Customers to confirm SLA SPs should Compensate if SLA Violation occurs

Security ? Human/Social Human/Social Mechanism Life Property Privilege Privacy Comfort Goodwill Malice Indifference Credit Treachery Espionage Nation Law Society Communications Technology Environment Disaster Nature

Security Management Management of Human /Society 　　Moral, Ethics, Education　　　　　 　　Law, Regulation, Community, Privacy, 　Vigilant ? Management of Information distribution/exchange Safe, secure ,accurate and comfortable ICT network/services Management of environment Prognosis, disaster prevention, environmental preservation

IP/eBusiness Security Management Network Security 　　－RAS 　　 　　－Privacy ( Tapping, fairness , secrecy of communications, customer information)　　 　 －Attack　：　Physical,　Logical Information distribution security 　　－Integrity of contents and delivery 　　－Human verification, certification , justification eBusiness security　 　　ーEnsure real and virtual money 　　－Forgery( Fake), Fraud, Robbery with/without violence, Credibility , Confidence 　　ーPrivacy ( Anonymity, Private information leakage) 　　－Privacy(個人情報の目的外利用）

(Community-Culture including regulatory issues ) Security Objects Contents Applications Communications Operations Environment (Community-Culture including regulatory issues ) Security Mechanisms Security Technologies Security Modules Security Systems Security Infrastructure Security Domains Management Layers/processes Service Providers Users Physical/Logical Facilities ICT Security Management Framework

Security Objects Contents Application Communications Operations 　　Completeness( Integrity ), Secrecy, Certification, Copyright Application 　　Virus, Worm, Destruction, Falsify, Fishing, Communications 　　 Access/admission, Routing, AAA (Authentication, Authorization , and Accounting), Tapping, Pretence, Espionage, IP spoof Attack ( Intrusion ,Denial of service, Service degradation, jamming, etc.) Operations 　　Privacy, Leakage, Risk

Security Domains Management Layers/processes OSI 7 Layers services, TMN Logical layer, FAB ( Fulfillment, assurance and billing ), Service Providers and partners Contracted SP, Virtual SP, ASP, CSP, Management SP, Network Operator, VMNO, Service/operation agent, Users Enterprise customers Consumers End users Customer representatives Shareholders Physical/Logical Facilities Terminals, CPE/CPN, Transmission , Service node, Storage, Data center, Call center, Address/phone number, Routing table, Domain name server

Security Mechanisms/Technologies Security Technologies Encryption, Cryptograph, Authentication, Firewall, IPsec(Security Architecture for IP), Security Modules SOCKS, Digital signature, Secure protocol ( e.g.IKE: Internet Key Exchange protocol) Bio metrics, Intrusion detection/block, Anti virus, IC card, Electronic cash Security Systems and Infrastructure PKI (Public　Key　Infrastructure), PKI authority, KES (Key Escrowed System) , Certification authority, SET： Secure Electronic Transaction, Standardization Regulation, Legal and administration protection, Penalty