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

3

A Software Family Tree

IBM Tivoli Micromuse Watchmark

Vallent2007

Metrica2004

Comnitel2003

Tivoli/Netcool

Collation

Various(Candle etc)

MRO

Riversoft2002

NetOps2000

Quallaby2005

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4

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

)

IBM Software Group

5

Network Monitoring ITNM = IBM Tivoli Network Manager

Network Monitoring, Root Cause Analysis and Reporting

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6

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

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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

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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

10

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

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11

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

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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)

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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.

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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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22

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)

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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

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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

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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.

IBM Software Group

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27

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

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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!

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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?

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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

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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.