1. Saad Haj Bakry, PhD, CEng, FIEE 1 Network Management Support Saad Haj Bakry, PhD, CEng, FIEE P RESENTATIONS IN N ETWORK M ANAGEMENT

2. Saad Haj Bakry, PhD, CEng, FIEE 2 Objectives / Contents Elements Reporting / Records Help Desk Network Management Support

3. Saad Haj Bakry, PhD, CEng, FIEE 3 Elements Network: Description Performance Failures Auditing Components: Specifications State & Support People: Staff Users Network Management Support

4. Saad Haj Bakry, PhD, CEng, FIEE 4 People: Staff Technical Staff: 70 (%) Managers10 (%) Engineers / Technicians 15 (%) Assistants25 (%) Operators20 (%) Non-Technical Staff: 30 (%) Description Who Duties Training Performance CIO / CEO Network Management Support

5. Saad Haj Bakry, PhD, CEng, FIEE 5 People: Users Non-Technical Users Decision Makers: CEO & Staff Association with Activities Main Support Position Technical Users: CIO & Staff Description Who Association Access / Use Training Performance Network Management Support

6. Saad Haj Bakry, PhD, CEng, FIEE 6 Components: Specifications Technical Specifications HardwareFunction Model LinksNature Bandwidth Software / Information Nature Use Source Manufacturer Provider Cost SLA Network Management Support

7. Saad Haj Bakry, PhD, CEng, FIEE 7 Components: State & Support State Location Environment Connectivity Function Responsibility (people) Support Testing Tools Maintenance Evaluations Network Management Support

8. Saad Haj Bakry, PhD, CEng, FIEE 8 Network: Description Description ComponentsSpecifications Source State Support Interconnection / Interfacing / Integration Network Management Support

9. Saad Haj Bakry, PhD, CEng, FIEE 9 Network: Performance Traffic ProcessArrival (Rate) Service (Time) Load Busy Period Measures ErrorsChannel Quality UtilizationLoad / Capacity Delay Throughput Monitor Traffic Measures Load Limits Network Management Support

10. Saad Haj Bakry, PhD, CEng, FIEE 10 Network: Failures Failure Description Cause Occurrence Repair Measures MTBF / MTTR Availability = NOS / NOF Congestion = Investigations Distribution of TBF for the various Types of Failures …same for TTR Frequency Distribution (of Faults) Understanding Recommendations Network Management Support

11. Saad Haj Bakry, PhD, CEng, FIEE 11 Network: Auditing (Changes) Tests Performance Security Inventory Cost Others Changes Drive: Growth New Requirements Upgrading Development Redesign Replacement Regular Reporting Every 6 Months Network Management Support

12. Saad Haj Bakry, PhD, CEng, FIEE 12 Help Desk Objectives Services Reporting Database Network Management Support

13. Saad Haj Bakry, PhD, CEng, FIEE 13 Help Desk: Objectives “Single point” of contact Reflection of “service satisfaction” Customer assistance Network Management Support

14. Saad Haj Bakry, PhD, CEng, FIEE 14 Help Desk: Services Enquiries: e.g. Billing Failures / Problems Escalation Process: Fault Verification Fault Reference: Equipment / Service Fault Supervisor Progress Report / Database Repair Confirmation Network Management Support

15. Saad Haj Bakry, PhD, CEng, FIEE 15 Help Desk: Database Why: Management of Faults Making Use of Historical Information Fault Status: Open: “recorded by help desk” Outstanding: “under attention” Closed: “resolved (historical) Network Management Support

16. Saad Haj Bakry, PhD, CEng, FIEE 16 Reporting / Records Objectives Reporting Format Elements: Staff Records Users Records Inventory Records State: Operation Records Fault Records Audit Reports Network Management Support

17. Saad Haj Bakry, PhD, CEng, FIEE 17 Reporting: Objectives Decision making Reliable “operation” “Back up” Utilization of “resources” Planning Network Management Support

18. Saad Haj Bakry, PhD, CEng, FIEE 18 Reporting: Staff Identity Name Age Qualifications Position Address Resume Duties Tasks Dates Performance Assessment Attendance Rules Timetable Absence: Lateness Sickness Holidays Training Received Required Network Management Support

19. Saad Haj Bakry, PhD, CEng, FIEE 19 Reporting: Users Identity Job Title Department Location Special Needs Other Details Use of Resources Intranet / Extranet / Internet Tools: Structure / Layout / Capacity ID(s) / Addresses Other Details Required Support Security Reliability: Standby Facilities Monitoring: Usage Statistics Other Details Network Management Support

20. Saad Haj Bakry, PhD, CEng, FIEE 20 Reporting: Inventory Resources Equipment Channels Software Information Recording / Reporting Daily Weekly Monthly Quarterly Use Association with Users / Staff Network Management Support

21. Saad Haj Bakry, PhD, CEng, FIEE 21 Reporting: Operation State Current Structure Maintenance Program Other Details Traffic Monitor Statistics Performance Measures Other Details Reference (change against) Time: Busy Period Randomness Performance Criteria Other References Network Management Support

22. Saad Haj Bakry, PhD, CEng, FIEE 22 Reporting: Fault Failed Element Equipment / Channel / Software … Location / Port Addresses Manufacturer / Provider Maintenance Authority (SLA) Testing Facilities Fault Details Cause of Fault Day & Time: Occurrence (TBF) Reporting for Service Start of Repair Repair Accomplishment (TTR) Total Service Time Other Details Network Management Support

23. Saad Haj Bakry, PhD, CEng, FIEE 23 Reporting: Audit Reports Issues Performance Security Inventory Cost / Economic Other Details Change Growth Upgrading Replacement Redesign Other Changes Reporting Period: Internally: 3 M to 1 Y Externally: 1 to 2 Y Network Management Support

24. Saad Haj Bakry, PhD, CEng, FIEE 24 Reporting: Format Structure Identity Basic Parts Additional Parts References Appendixes Identity Title / Date By Who (authority) Summary (including objectives) Circulation (target readers) Other Information Network Management Support

25. Saad Haj Bakry, PhD, CEng, FIEE 25 Conclusions: Management Support Understanding People Components Network Help Desk Reporting / Records Network Management Support

26. Saad Haj Bakry, PhD, CEng, FIEE 26 References Telecommunications Management: Operation & Management of Networks, National Computing Centre (NCC) Training, UK. Network Management Support