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transcript
IBM Software Group
IBM Tivoli Network Management Lecture – Session 2 Agenda
IBM Tivoli Network Event/Fault Management - by Camille Louis
IBM Tivoli Network Performance Management - by Tom Kane
IBM Tivoli Service Quality Management - by Kundan Kolhe
IBM Software Group
2
IBM Tivoli Network Event/Fault Management
December 2, 2010
Camille Louis, Tivoli Accelerated Value Specialist
IBM Software Group
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A Software Family Tree
IBM Tivoli Micromuse Watchmark
Vallent2007
Metrica2004
Comnitel2003
Tivoli/Netcool
Collation
Various(Candle etc)
MRO
Riversoft2002
NetOps2000
Quallaby2005
IBM Software Group
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Event and Network Management
Wired Network Wireless Network
EVENT MANAGEMENT - Correlation and Enrichment of Events
Tivoli Business Service Manager
BUSINESS SERVICE MANAGEMENT - Visibility of Business Impact
MONITORING - Real-time monitoring and analysis
ITNM Network Assurance
Network Topologies
OS Databases Applications Middleware J2EE & SOA Response TimesHardware
Systems, Resources, Applications, User Experience
ITM ITCAM
OMNIBUS / IMPACT 3rd party
CC
MD
B, T
AD
DM
, Se
rvic
eD
esk
Co
mm
on
Rep
ort
ing
(T
CR
)
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Network Monitoring ITNM = IBM Tivoli Network Manager
Network Monitoring, Root Cause Analysis and Reporting
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Network Topology & RCA
Automatic Discovery of Topology
– Devices
– Relationships between devices
Evaluation and correlation of alerts
– Symtoms and Impact
– Root-cause analysis (RCA)
Root Cause
Symptoms
Outage
IBM Software Group
Event Management OMNIBUS = Manager of Managers
Receive of all IBM and Non-IBM events from multiple sources
Consolide and offer the mechanisms to manage the events
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Netcool OMNIbus - Carrier Class Architecture
IBM Software Group
IBM Tivoli Netcool/Impact arms you to overcome complex barriers by automatically pulling together data across multiple systems, then automate your tasks and actions
9
“Netcool/Impact hands us the knowledge … it was instrumental for us to gain real, very noticeable efficiencies. With Impact, the sky is the limit.”
- IT Director, US-based communications service provider
Service Name
Device Type
Contact Details
SLADetails
Device Location
Inventory System
Service Desk
CMDB / ITAM
Spreadsheets or other Files
Applications or Databases
Netcool/Impact server
Cisco ASR 1000 AZ, 3rd Floor, Rack 2 Mike Smith: 410-777-0987 SLA: 2 minDigital Video Stream
Service Name
Device Type
Contact Details
SLADetails
Device Location
Inventory System
Service Desk
CMDB / ITAM
Spreadsheets or other Files
Applications or Databases
Netcool/Impact server
Cisco ASR 1000 AZ, 3rd Floor, Rack 2 Mike Smith: 410-777-0987 SLA: 2 minDigital Video Stream
Policies, Logic
Universal Integrations
Change HistoryChange History
Problem Resolution HistoryProblem Resolution History
Contact Contact DetailsDetails
Configuration InfoConfiguration Info
Enriched EventsEnriched Events
Change HistoryChange History
Problem Resolution HistoryProblem Resolution History
Contact Contact DetailsDetails
Configuration InfoConfiguration Info
Enriched EventsEnriched Events
Contextual Information
Test-Diagnose
Email/Page/Message
Restart App Service
Restart Server
Open Trouble Ticket
Assign Owner
Test-Diagnose
Email/Page/Message
Restart App Service
Restart Server
Open Trouble Ticket
Assign Owner GO
GO
GO
GO
GO
GO
Automated Actions
Netcool/ImpactDynamic Contextual Information Drives Automated Action
IBM Software Group
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Event and Network Management SummaryDramatic Business Bottom-Line Impact
OPEX
Customer Satisfaction &Operational Efficiency# Events
>10
>100
>1k
>10M
Event Collection/Consolidation
Maximum Event GenerationProbes and Monitors
Probe & Monitor Level
Event Filtering & Suppression
Auto ‘Clear’ EventsEvent De-duplication
State-based Correlation
Automated Resolution Device-based RCA
Topology-Based RCA
Netcool Advanced Data Processing Delivers Business & Service
Assurance and Increased Operations Efficiency
Through Massive Event Reduction and Prioritization
IBM Software Group
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Useful Links: Xtreme Leverage: http://w3-103.ibm.com/software/xl/myportal Products Tivoli Tivoli Automation
Tivoli Talk: https://w3.tap.ibm.com/medialibrary/logon?auth_required=2&referer=%2Fmedialibrary%2Fmedia_set_view%3Fid%3D6430
Support Technical Exchangehttp://www-01.ibm.com/software/sysmgmt/products/support/supp_tech_exch.html
Enablement GSANetwork Management 1: http://ausgsa.ibm.com/projects/t/ttec/public/Network%20Management%20Proviso/
Network Management 2: http://ausgsa.ibm.com/projects/t/ttec/public/Network_and_Service_Assurance/
WIKI Network Management : https://w3.tap.ibm.com/w3ki07/display/IBMSM/Event%20and%20Network%20Management Event Management : https://w3.tap.ibm.com/w3ki07/display/IBMSM/Consolidated%20Operations%20Management
CattailNetwork Managementhttp://cattail.boulder.ibm.com/cattail/#view=markarms@ie.ibm.com
Event Management : http://cattail.boulder.ibm.com/cattail/#view=patrick.bullen@uk.ibm.com
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Additional Slides
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Network Monitoring Features Scalable Network Discovery and Centralized Data Repository
Extendable discovery for layers 1*, 2 & 3 devices, interfaces and connectivity
Broad support; IP, HSRP, CDP, Ethernet, VLAN, MPLS IP VPNs, OSPF, BGP, Layer 2 Ethernet VPNs, IP over ATM
Dynamic, always active and event driven to detect network change as it occurs
Comprehensive Network Visualization and Topology Modeling Web based UI showing network layer 1*, 2 and 3 topology and connectivity Auto-partitioning the network with multiple views that makes navigation
easier Integration to launch third-party OAM tools for further diagnostics
Accurate Monitoring and Root-cause Analysis Automatic targeting & configuration of network monitoring Correlation of events based upon the network connectivity Identification and isolation of root cause & symptom events
Accurate Monitoring and Root-cause Analysis Automatic targeting & configuration of network monitoring
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Business Goals: Gain visability of Applications cross domains Reduce Silo management by technology Lower long MTTR due to poor problem identification Create single console end2end view of application performance & availability across
Mainframe, systems, security, network, applications, web transactions Increase the reaction time by shunting the incidents Prevent and to anticipate the customers calls
Netcool Solutions: Executive & Operations Dashboards: Event enrichment with problem resolution history from database. Event normalization – transparent to users who have same format Contact details, operational & business metrics, business KPIs Business Impact analysis - Customers, Applications… Prioritised response by impact Automated service modeling (SLAM, Impact, database) Application service level reporting Model & Monitor all steps in transaction process Transactions monitoring (ISM)
Results: Reduced Costs with NEW application process visibility & improved process efficiency = Revenue Retention Implemented core applications in just 3 months with only 3 engineers Implemented remaining 32 applications ‘In House’ Realized improved MTTR (50%) after just 15 days Improved existing staff productivity Improved L1, L2 & L3 support Consolidated 8 platforms + In-house applications in a single console
€ 32.2 billion Consumer Credit, Credit Card processing, Financial services. All revenue is dependant on transactions being processed.
€ 489 million GP ‘04
50+ years experience
21 countries worldwide
18m Aurore Cardholders
IBM Software Group
1515
Architecture
OMNIbus Web GUI V7.3 aggregates data in Web server. It does not require data aggregation on ObjectServer level to support multiple data sources for OMNIbus Web GUI components.
Webtop
Display Server
Clustered Object Servers
Webtop
Display Server
Clustered Object Servers
North America Pacific Rim
Webtop
Display Server
Clustered Object Servers
Europe
from
Pac
ific
Rim
from
Nor
th A
mer
ica
IBM Software Group
IBM Tivoli Network Performance Management
December 2, 2010
Tom Kane, Tivoli Accelerated Value Leader
IBM Software Group
IBM Tivoli Netcool Performance ManagerWhat is TNPM?What is TNPM?
Monitor network performance then quickly isolate, analyze, and resolve service-affecting problems with: Operational reporting – real-time operational
data and monitoring views
Consume network performance data for strategic and capacity planning through: Business Intelligence reporting – powerful ad-
hoc reports using TCR/Cognos
End-to-end network performance reporting
Streaming analytics for real-time aggregation and threshold monitoring
Proven, scalable distributed architecture
150+ commercially-off-the-shelf (COTS) technology packs or TPDK to develop your own
IBM Software Group
History of Products and Companies
Micromuse (acquired by IBM 2006) Quallaby (acquired 2005)
Proviso
Vallent (acquired by IBM 2007) Watchmark (acquired Locomotive Mobile International in 2002)
Prospect Comnitel (acquired by Watchmark 2003)
Service Assurance Metrica (acquired by Watchmark 2004)
NPR (Network Performance Reporting) MPM (Metrica Performance Manager)
IBM Software Group
IBM Products
Current Products: Netcool/Proviso
Netcool/Proviso provides performance visibility for IP/wireline networks. Part of the Tivoli Netcool Performance Manager offering, Netcool/Proviso is used by Tier 1 and 2 service providers and large enterprises worldwide to manage their mission critical networks.
Tivoli Netcool Performance Manager for Wireless IBM Tivoli® Netcool® Performance Manager for Wireless provides performance metrics to
manage all aspects of a Service Provider’s wireless network infrastructure. It offers a complete, near real-time view of critical performance metrics to manage efficiently multi-vendor, multi-technology networks and to help manage proactively the quality of services.
Legacy products: Prospect
Network Performance Reporting (NPR)
Metrica Performance Manager
IBM Software Group
What is Tivoli Netcool Performance Manager? Solution Bundle
Netcool/Proviso 4.4.3, all the GA Netcool/Proviso App Packs up through 4.3V, Tivoli Netcool Performance Manager for Wireless 9.1.2 including it’s Tech Packs
Tivoli Netcool Performance Manager (TNPM) enables service providers and enterprises to manage network performance of both fixed and mobile networks. It provides a comprehensive, flexible and scalable performance management system that supports complex, multi-vendor, multi-technology networks while providing increased visibility into total network performance. The target market for TNPM is tier 1, 2 and 3 service providers, enterprises with networks of over 500 devices including Utilities implementing Smart Grids.
With TNPM, customers can consolidate performance management (PM) tools to a single vendor solution for lower cost of ownership. The solution enables organizations to move toward convergence and next-generation networks at their own pace—whilst continuing to support existing mature technologies.
Tivoli Netcool Performance Manager supports IBM Service Management goals, which concentrate on visibility, control, and automation. Tivoli Netcool Performance Manager helps CSPs, enterprises and Utilities to obtain greater visibility into wireline and wireless network performance, network health, and then leverage that information to better control network quality and automate common operations tasks.
IBM Software Group
TNPM Evolution
Database(Oracle)
Wireline App Packs Administration
Wireline PM CoreDatabase(Oracle)
Wireless Tech Packs Administration
Wireless PM Core
Database(Oracle)
Wireline Tech Packs Administration
TNPM Core
Wireless Tech Packs
Common Administration, Core expertise, Tech Pack design, Installation…
Domain expertise remains distinct at
the Tech Pack level (reports,
KPIs…)
Distinct Administration, Core expertise,
Tech Pack design,
Installation…
Distinct Administration, Core expertise,
Tech Pack design,
Installation…
(Current)
(Future)
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Data Sources
Warehouse
ReportsAd-hoc Queries
Streaming Analytics ofData in Motion
BI Datamart
Bus Process & Event Mgmt
Operational Reports
Planning Scorecarding
Analytical Modeling & Information
TNPM Roadmap Strategy
Improve Situational Awareness(short time to action)
Improve Business Analysis(longer time to action)
IBM Software Group
TNPM Strategy
Future
Strategy Provide incremental stream of customer business value
Focus investment on State of the Art Service Assurance
Leverage IBM’s Investment in Industry leading Products
Harvest IBM’s Research Investment in technology
April2010
Where wecame from
wireless
wireline
TNPMPM Focus
Apps ServerReporting
Customer Value Leverage Industry skills, knowledge, etc
Faster time to market
Exponential capabilities via leveraged products and technology
TNPMPM Focus
Apps ServerReporting
DatabaseAnalyticsMediation
Industry leading App Server – Tivoli preferred/huge generic investment Common across Tivoli Supports open standards
Industry leading reporting engine and tooling Replace custom/-proprietary reporting solutions with acquired best in class (Cognos)
Two acquired products Both with excellent but different capabilities Proprietary Software; various application servers,
languages, ages, futureproofness! Diluting PM competence to maintain evolution of
custom visualisation/reporting layers (etc)
Consume continuously evolvingTIP/TCR/Cognos Roadmap
Evolve Analytics, Mediation, DataBase to consumeBest of Breed IBM Adopted solution
IBM Software Group
Useful Links Network Performance Management (Mobile/Wireless, Fixed/IP) wiki
https://w3.tap.ibm.com/w3ki07/display/IBMSM/Network+Performance+Management
Tivoli Netcool Communication Service Provider Wiki https://w3.tap.ibm.com/w3ki/display/TivoliNetcool/Home
Tivoli Netcool Performance Manager (developerWorks) http://www.ibm.com/developerworks/wikis/display/tivolidoccentral/Tivoli+Netcool+Performance+Manager
Tivoli Netcool/Proviso (developerWorks) http://www.ibm.com/developerworks/wikis/display/tivolidoccentral/Proviso
Tivoli Netcool Performance Manager for Wireless (developerWorks) http://www.ibm.com/developerworks/wikis/display/tivolidoccentral/Tivoli+Netcool+Performance+Manager+for+Wirel
ess
IBM Software Group
Additional Slides
IBM Software Group
Future Future Future
Plan of RecordCurrent Release
To be confirmed
• AIX (Full)• DB2• Oracle 11g, RAC• TPDK extended to support wireline tech packs and Cognos• Save/share ops views • Heterogeneous deployment• Improved mediation (tech pack-specific)• Time to value, ease of use• Tech pack updates
• TNPM-ITNM integration • IPv6 environment• RHEL KVM on System z• Multi-tenancy improvements• GIS integration• Globalization (language support)• Non-hourly time zone support• Ease of support (ISA)• Time to value, ease of use• Tech pack updates
• ITM/ITCAM integration• End-to-End application performance troubleshooting• Shared components between TNPM, ITNM, TNCM (i.e. discovery)• BSM integration• Predictive analytics• Ease of administration • Time to value, ease of use• Tech pack updates
IBM Tivoli Netcool Performance Manager RoadmapRoadmap
20122011
- Enhance operational reporting- Lower cost platforms- Support for latest network technologies- Provide platform currency
- Improve mediation- Increase time to value- Advance network management and service assurance integration
- Enhance predictive streaming analytics engine- Make administration and support easier
Key themes
This roadmap is subject to change and does not represent a product commitment by IBM.
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Plan of RecordCurrent Release
To be confirmed
• Tivoli Integrated Portal (TIP)• Tivoli Common Reporting (TCR) based on Cognos• Mass Data Extract (MDE)• Composite Resources• Oracle 10g• All wireline components to run on AIX 6.1• All components run on RHEL Linux 5.5• MOSWOS (ITM agents)
• IPv6 (collection) • SNMPv3 security• DDNS• Heterogeneous deployment for wireline• Ops views
IBM Tivoli Netcool Performance Manager TNPM Release Schedule 2010TNPM Release Schedule 2010
- New user interface via portal- Extend platform support- Improve data export
- Enhance operational reporting- Support latest network technologies- Increase time to value
Key themes
4Q102Q101.3.0 1.3.1
IBM Software Group
IBM Tivoli Service Quality Management
December 2, 2010
Kundan Kolhe, Tivoli Accelerated Value Specialist
IBM Software Group
Products Introduction
Tivoli Netcool Service Quality Management Center (TNSQMC) - brings together Vallent legacy “Service Quality Manager (TNSQM)”, “Tivoli Business Service Manager (TBSM)” and Vallent legacy “Customer Experience Manager (now TNCEM)” to provide customers with:
An integrated dashboard-based solution for service availability, service quality, service level agreement, and customer experience management.
End-to-end Service Quality Management delivered via common visualization and reporting measures
A rich set of extensible, off-the-shelf service-specific solutions for voice, video, and data services, which dramatically reduces total cost of ownership and accelerates time to benefit.
Business Service Management (BSM) - helps the operator identify revenue generating outages in real-time. Tivoli Business Service Manager v4.1 combines the best of IBM legacy product “Tivoli Business Systems Manager” and Micromuse legacy Netcool product “Real-time Active Dashboards (RAD)”.
IBM Software Group
How do I manage new content-based services that span NETWORK AND IT OPERATIONS?
How do I gain control and IMPROVE OUR OPERATIONAL PERFORMANCE?
How do I help MAXIMIZE RETURN ON ASSETS & REDUCE RISK?
How do I know understand the CUSTOMER EXPERIENCE & ENSURE SERVICE QUALITY?
• New services are much more complex … with new applications, devices and how services are used…
• We continue to need to reduce costs and do more with less
• Customer reported problems are post event and go unresolved
• Governance,compliance and security are becoming increasinglyimportant
With new opportunities, CSPs are asking …
“We have seen more change in the last 10 years than in the previous 90.” - Ad J. Scheepbouwer, CEO KPN Telecom
IBM Software Group
Key enterprise customers such as UPS ( 80,000 GPRS/Data users ) approached AT&T Wireless looking for a customer-centric approach to service quality and customer care
They viewed paper-based SLAs as meaningless and wanted AT&T Wireless to transform internally to manage their business based on services and customers not the network
They recognised that true enterprise SLAs could only be built on a foundation of internal SLAs and 3rd party SLAs
They needed a common understanding between customer care, enterprise account management and network operations on: the quality of the service being delivered to UPS the ability for AT&T to rapidly identify, diagnose and resolve UPS-impacting problems provide intelligent customer-care with a real-time understanding of the affect on UPS,
progress on problem resolution etc.
SQM for CSPs - Where it all began……..
IBM Software Group
Wednesday 3rd February 8:10 amKnoxville Tennessee
• A BSC-SGSN configuration error was made resulting in 90% GPRS customers being denied access in BSC03
• In this geographic area at this time, UPS is a critical enterprise customer with a fundamental dependence on their GPRS service
UPS Case Study: Customer-Centric Management not in Action
UPS case study February 3rd 2004
AT&T network ops was unable to isolate & monitor UPS customers
IBM Software Group
Customer
Network Operations Customer Care
Engineering Enterprise Account Mgr
• Monitors the SLA violation& priority impact
• Drills down and identifies root cause of SLA violation
• No alarms produced by equipment
• Implements corrective change
• Monitors the SLA violation& priority impact
• Deals with the UPS customers ringing in
• Monitors the trouble-ticket status & liaises with all teams
• Liaises with UPS Account Mgr through the entire process
Customer-Centric Management in Action with SQM solution configured for UPS Account
IBM Software Group
SQM/SLA – Putting the Customer First! – Action Flow
Internal SLA• Success rate• Latency• Availability• Accuracy
Contact Customer:
“Following up after the recent violation on your SLA. Service restored, but this error will be accounted for in your next bill. You are my most important customer !”
Gold Customer SLA
•Accessibility•Throughput•Latency•Customer Care3rd Party Supplier
3rd Party SLA•Accessibility•Uptime•Latency
Contact Customer:
“Service outage identified, affecting your team in the Atlanta area. Cause identified and will restore service within 1 hour as per your gold SLA. Our apologies, your business is critical to us.”
In this case the root cause of the problem was the server located at the 3rd party supplier!
Gold Customer SLA
•Accessibility•Throughput•Latency•Customer Care
Customer Care
Network operations
Enterprise Account
Management
VIOLATIONInternal SLA3rd party failure affecting key customer in Atlanta, losing revenue, fix URGENTLY!
IBM Software Group
Why Service Modelling? - Recap
Fixed / Mobile Networks& Infrastructure
Fixed / Mobile Networks& Infrastructure
!! !!!!
ServiceModel
Is everything running OK?
Are we meeting our service levels?
Is our customers’ experience good?
IBM Software Group
SQMC scope – what does it do?
Service Performance trending and analytics
Provides a dynamic view of delivered service quality (BSM)
Supports root cause analysis of service quality
problems
SLA Management – external, internal, 3rd party
Graphical Service Modelling
Customer Experience Management (CEM)
SQMC provides a modular integrated solution
targeting the broad needs of a Service Provider
IBM Software Group
Useful Links:
Tivoli Business Service Management Dev Works Wiki
http://www.ibm.com/developerworks/wikis/display/tivolibsm/Home
Tivoli Business Service Management Wiki
https://w3.tap.ibm.com/w3ki07/display/IBMSM/Business+Service+Management
Tivoli Service Quality Management Wiki
https://w3.tap.ibm.com/w3ki07/display/IBMSM/Service+Quality+Management
IBM Tivoli Business Service Manager
http://www.ibm.com/developerworks/wikis/display/tivolibsm/Tivoli+Business+Service+Manager
IBM Tivoli Netcool Service Quality Manager
http://www.ibm.com/developerworks/wikis/display/tivolibsm/Tivoli+Netcool+Service+Quality+Manager
IBM Netcool/Realtime Active Dashboard
http://www.ibm.com/developerworks/wikis/display/tivolidoccentral/Realtime+Active+Dashboards
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Additional Slides
IBM Software Group
Tivoli Netcool Service Quality Management Center (TNSQMC) provides an end-to-end view of Service Quality and Customer Experience
Access Network
Core Network
End-to-End
Access Network Core Network
Network
TelcoAccess Network
IPCore
Enterprise ITNetwork
End-to-End Service
Real Time Service Status
•Real Time Service Status – Providing a real time view of Service Availability leveraging events from Service Delivery infrastructure.
•SLA and Service Performance – Providing a view of Service Quality, historical trending and SLA commitments.
•Customer Experience Management – Providing a view of individual customer experience.
IP Network IT Network
Enterprise Network
SLA and Service Performance
Customer ExperienceManagement
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CEM analysis: Dimension Drilldown
DeviceSummary
View
Device view
CustomerView
Customer group view
Worst
impacte
d group
Worst
impacti
ng device
Worst impacted customer
customer group associated with customer
Best device
Worst device
Custo
me
r de
vice
Is the customer experience shared
by the groups?
Is the customer
experience related to
the device?
Root cause analysis is facilitated via the contextual drilldown across
the dimensions.