Copyright © 2005 Micromuse Inc. All rights reserved. Effective End-to-End Service Management in a...

Copyright © 2005 Micromuse Inc. All rights reserved.

Effective End-to-End Service Management in a Dynamic Environment

an approach for model based management

Doug McClureSr. Manager, Service and Technology MonitoringEarthLink [email protected] 26, 2005

2Copyright © 2005 Micromuse Inc. All rights reserved.

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)


aDSL

Cable

sDSL

Satellite

Point-to-point

Wholesale

1999Value

Dial

20022001Blackberry

PDAs

WiFi

Wireless Cards

1994Premium

Dial

2005Next

Generation Broadband

VoIP

Muni-WiFi

Wireless Voice

Value Dial-up Access

Wireless Data Service

Broadband Access

Premium Dial-up Access

2004Converged

Devices

Free VoIP

1995Unlimited

Access

2003Accelerator

From ISP to Total Communications Provider


EarthLink’s Dynamic Environment

> One Network

> Many Partners

> Fast Follower

> Constant Change

> Emerging Technologies

> Unlimited Products and Services


High Speed Connection

High SpeedModem

Router

Analog Telephone

Adapter (ATA)Standard

Telephone

One Phone

Detects WiFi NetworkDetects Cell

Network

Voice

Source: EarthLink Product Group


802.11 Mesh

SecureGovernment Fixed

StandardBusiness

University/DistanceLearning

802.11Mesh

Users

Free PublicAccess Area

Residential

Non-MissionCritical

ApplicationsNon-MissionCritical

Applications

Hot Spot User

ISP BFixed User

ISP AFixed User

802.11 Mesh

802.11 Mesh

802.11 Mesh

PremiumBusiness

GbE GbE

GbE

GbE

EARTHLINK POP

Local ISPPeeringRouters

GbE

CapturePortal

RADIUSProxy

RADIUSProxy

DHCPServer

DHCPServer

CapturePortal

MunicipalRouter

GbE GbE

ServerLoad

Balancer

ServerLoadBalancer

>Wi-Fi Broadband (Open Access Wholesale ISP product)

>Digital Divide (a subsidized version of Wi-Fi Broadband)

>Occasional Use (Open Access Wholesale 24-hour pass)

>Municipal & Business Fixed Wi-Fi

>Parks & Public Spaces (free access in limited locations)

>Wi-Fi Broadband for Municipal Safety

>Wi-Fi Broadband for Municipal Workers

Municipal Wi-Fi



• Built for 200k + subscribers• 135 Square miles• 4000 nodes (AP’s and Gateways)• 24 towers• ~30 backhaul radio links• ~6 fiber backhauls

Philly Muni-WiFi



S111

ANY WEB BROWSER

PALM CLIENT

CLIENTClientApplications

PresentationLayer

ApplicationServicesLayer

InfrastructureLayer

CoreServicesLayer

HTML

S86S84

APIs

APIs

APIs

StorageS110

S91

S112

Tickets

S102

ANY WEB BROWSER

S83

HTML

S81

IMAP

S108 S104

API 1

Mail

S82

API 4 API 7

API 2

S88

S106

S101S100

SMTP

API 5API 3

POP3

API 6

S109

S90

HTMLHTML

S103

S107

CLIENT

S87

S105

S80

S85

To Other Systems

Infrastructure Events


Complex Applications & Services


EarthLink Approach for Managing Services

> Doing the basics really well EVENTS MATTER

> Bank of America Quality 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

> Best of breed focus pays off over the long haul and weathers changing technologies

> Align everything to key business activities, services, products and customers


E2E Service Management: A Top Down Approach to a Bottom Up Problem

>Why this and dashboards are important?

> Provide real-time visibility into increasingly complex products, services and infrastructure

> Enable action and real-time decision making

> Reduce mean time to address and repair complex service problems


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?


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

Different Levels Different Needs

Source: Unknown


Here?

> Traditional Business Intelligence

> Static, Pre-Canned, Scheduled

> Batch Oriented

> Static Consolidated Repository

> What happened

> Yesterday

> Last Week

> Last Month

> Where you were


> 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?

Or Here?


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?


Service ComponentsServers, Storage, Network, Backups, Firewalls,

Applications, Services, Processes, Activities

Enterprise Components Network, Server, Storage Admin, Ticketing,

Monitoring, Asset/Inventory Management

Service ManagementQuality, Performance, Availability Measurement and Improvement

BusinessManagement

Visibility, Impact, Revenue, Churn,

Fulfillment, Compliance

Business Process

Source: Gartner, Modifications Doug McClure

A Solid Foundation for E2E Service Management


Data Oriented

Information Oriented

LowerValue

Higher Value

Service Aligned

High Touch, Low Effort

Element Aligned

Low Touch, High Effort

EnrichmentEnrichment

Raw

Enriched

Managing Events

Managing Services

Longer MTTR

Shorter MTTR

Why the Right Events Matter

Source: Doug McClure


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”

> Captures key components of service and infrastructure

> Establishes relationships with key business services, processes and activities, applications and customers


Managed Element

Core

Applications

Services

Network Object

Hardware

Storage

Packages

Operating System

Physical Location

Interface Mapping

Physical Connectivity

Notification Monitoring

Transactions

EarthLink Information Model

• DMTF CIM 2.9.x Based


EarthLink Relationship Modeling


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


Key functional Metric roll ups

Key Transx, Processes, Flows

ServiceComponent Data

What’s Important!

Partner Broadband API Registration

Order Entry /

UIPrequal B2B/EDI

Reg/Provis

FulflmntService Activtn

Billing

Functional Infrastructure Status, Performance, Quality

Functional Application Status, Performance, Quality

Functional Transaction Status, Performance, Quality, Quantity

Functional Service Status, Performance, Quality

Functional Change Management Status, Quality, Quantity (Change Requests & Downtimes)

Functional Break/Fix Ticket Status, Quantity

Functional Process, Workflow, Business Rule, Policy Status, Performance, Quality, Quantity

Service Function Model

Ser

vice

Mo

del

E2E Process, Workflow, Business Rule, Policy Status, Performance, Quality, Quantity

E2E Process, Workflow, Business Rule, Policy Status, Performance, Quality, Quantity



Service Modeling: Getting What’s Important


Key Message Areas

Key Metrics

Key Metrics

Data Sources

Data Sources

Communicating Information over Data – Key to Linking IT to Business

Availability Performance Reliability

Server Monitoring Network Monitoring Service MonitoringLog Monitoring Other Monitoring Trouble Tickets

Known Errors Change Requests Maintenance Windows

Infrastructure

Activities, Flows,

ProcessesOverall Availability

(processes, activities, flows)

Transaction Time / SLOTransactions/Hour,

Sessions/HourTransactions/Machine

Account Creation Stats (Good/Bad)

Transaction Errors

Quality

Synthetic Testing and Monitoring, Real User Monitoring, Other Monitoring E2E Service Transactions

Key Metrics, Objectives, Indicators

Business Partner Customer

Sign Ups/Hour, Day, WeekRevenue, Churn

Bounty, Signups, Transaction Accuracy

Order Accuracy, Customer Satisfaction

E2E Service Message


“Sea of Red”

“Low Touch, High Effort”

“Event Storms”

“Simple Correlation”

“High Touch, Low Effort”

“Synthetic Transaction Monitoring” “Real User Monitoring”

“E2E Service Correlation”

“Topology/Dependency Mapping” “BAM BSM BINGO Monitoring”

Original Source: Gartner, Modifications Doug McClure

What’s Your Organization Ready For?


Recap

> Managing your network can be 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


Supporting Material


Top Level Service


Key Service Functions


Service Model High Level


Service Model Low Level

31Copyright © 2005 Micromuse Inc. All rights reserved. 31

Quality

ReliabilityPerformance Availability

•Sign Ups/Hour, Day, Week•Failures/Hour/Day/Week•Overall Quality by E2E Service and Transaction

•By Partner, Service

•High Level Keynote, Compuware and Quest FTR Quality Metrics for Service/Service Transaction Testing

•Active Remedy Break/Fix Tickets•Active Change or Downtime Activities•Planned Change or Downtime Activities within 8, 12, 24, 48 hours

•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

•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.

Contextual Display Panel

Click Here

Display Here

Dashboard Mockups


Order SentTo Vendor

E

Order Accepted

E

FOC Assigned

E

Customer Billed

D

Order Cancelled/Rejected

E

NoFOC

Assigned

E

FOC Missed

E

B2B / EDI / Translation Billing

WelcomeLetters

Shipped

D

Fulfillment

WEB

A

Order Entry / UI

APP

B

REG

C

Serviceability Query

Run

Serviceability

Order Created

B

Service Requested

by Customer

A

Serviceability / Pre-Qual

Equipment Shipped

(DSL)

D

Fulfillment

Registration / Provisioning

CustomerProvisioned

E

RADIUS Prov

F

Email/FTPWWW Prov

F

Order Entry / UI Servicability B2B/EDI/Trans

Reg/Prov Fulfillment Billing

Dashboard Mockups


Drill Down into Metrics

Drill Down on Server

33

Server1Active EventsService Port Health

All Events

Server Health

App Health

Transaction Health

Remedy Tickets

Change Requests

Overall Service

Topology

All Metrics Associated with Server Element on One

Page

(same idea would apply to any widget drill down)

PerformanceQuality

Reliability

Availability

Dashboard Drilldown Mockups

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