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.