1. Managing Your Network for Any Generation of Services an approach for model based service management
Doug McClure
Sr. Manager, Service and Technology Monitoring
EarthLink Operations
November 9, 2005

2. 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. Wireless Voice
Value Dial-up Access
Wireless Data Service
Broadband Access
Premium Dial-up Access
1994
Premium Dial
1995
Unlimited Access
aDSL
Cable
sDSL
Satellite
Point-to-point
Wholesale
1999
2001
Blackberry
PDAs
WiFi
Wireless Cards
Value Dial
2002
2003
Accelerator
2004
Converged Devices
Free VoIP
2005
Next Generation Broadband
VoIP
Muni-WiFi

4. EarthLink’s Dynamic Environment
One Network
Many Partners
Fast Follower
Constant Change
Emerging Technologies
Unlimited Products and Services
From Internet Service Provider to
Total Communications Provider

5. Voice Detects WiFi Network One Phone Detects Cell Network
High Speed Connection
High Speed
Modem
Router
Analog Telephone
Adapter (ATA)
Standard Telephone
Source: EarthLink Product Group

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

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

8. Complex Applications & Services
Infrastructure Events
S111
ANY WEB BROWSER
PALM CLIENT
CLIENT
Client Applications
Presentation Layer
Application Services Layer
Infrastructure Layer
Core Services Layer
HTML
S86
S84
APIs
Storage
S110
S91
S112
Tickets
S102
S83
S81
IMAP
S108
S104
API 1
Mail
S82
API 4
API 7
API 2
S88
S106
S101
S100
SMTP
API 5
API 3
POP3
API 6
S109
S90
S103
S107
S87
S105
S80
S85
To Other Systems
Source: EarthLink Product Group

9. EarthLink Approach for Managing Any Generation of Services
Doing the basics really well  EVENTS MATTER
Bank of America 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
Align everything to key business activities, services, products and customers
Best of breed focus pays off over the long haul and weathers changing technologies
© 2005 Doug McClure

10. E2E Service Management: A Top Down Approach to a Bottom Up Problem
Why this and dashboards are important?
To provide real-time visibility into increasingly complex products, services and infrastructure
To enable action and real-time decision making
Reduce mean time to address and repair complex service problems
© 2005 Doug McClure

11. 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?
© 2005 Doug McClure

12. Different Levels Different Needs
Technician / Engineer
Management / Director
Executive
Focus
Event
Process
Outcome
Response Mode
Reactive
Responsive
Proactive
Orientation
Product / Silo
Business
Political
Repertoire
Technology/Hardware
System/Service
Solution
Finance
Price
Cost
Value
Source: Unknown

13. Here? Traditional Business Intelligence Static, Pre-Canned, Scheduled
Batch Oriented
Static Consolidated Repository
What happened
Yesterday
Last Week
Last Month
Where you were
© 2005 Doug McClure

14. Or Here? 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?
© 2005 Doug McClure

15. 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?
© 2005 Doug McClure

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

17. Enrichment Why the Right Events Matter Managing Services Shorter MTTR
Managing Events
Managing Services
Longer MTTR
Shorter MTTR
Raw
Enriched
Enrichment
© 2005 Doug McClure

18. 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”
Based on CIM Core Specification
Captures key components of service and infrastructure
Establishes relationships with key business services, processes and activities, applications and customers
© 2005 Doug McClure

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

20. EarthLink Relationship Mapping
© 2005 Doug McClure

21. 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
© 2005 Doug McClure

22. Service Modeling: Getting What’s Important
Key Transx,
Processes, Flows
Key functional
Metric roll ups
Service
Component Data
© 2005 Doug McClure

23. Communicating Information over Data – Key to Linking IT to Business
Key Message
Areas
Key Metrics
Data Sources
Key Metrics
Data Sources
© 2005 Doug McClure

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

25. Recap Managing your network can by 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
© 2005 Doug McClure

26. Supporting Material

27. Top Level Service
© 2005 Doug McClure

28. Key Service Functions
© 2005 Doug McClure

29. Service Model High Level
© 2005 Doug McClure

30. Service Model Low Level
© 2005 Doug McClure

31. Contextual Display Panel
Dashboard Mockups
Quality
Display Here
Sign Ups/Hour, Day, Week
Failures/Hour/Day/Week
Overall Quality by E2E Service and Transaction
By Partner, Service
Click Here
Contextual Display Panel
High Level Keynote, Compuware and Quest FTR Quality Metrics for Service/Service Transaction Testing
Performance
Availability
Reliability
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.
Account creation metrics (good vs bad)
Transaction error metrics
Infrastructure Monitoring – Foglight, NerveCenter, ISM Events, Keynote/Compuware/FTR, Other Netcool Events
Infrastructure Monitoring – Foglight, NerveCenter, ISM Events, Keynote/Compuware/FTR, Other Netcool Events
Active Remedy Break/Fix Tickets
Active Change or Downtime Activities
Planned Change or Downtime Activities within 8, 12, 24, 48 hours
© 2005 Doug McClure

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

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