TECTDCT-3297

Network Management KPIs and ITIL

BRKNMS-1032

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Topics
Introduction ITIL Operational KPIs QA Checks

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Introduction

The Big Three it Takes to Be Successful

People

Process

Tools
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Network Management Lifecycle

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Network Management Lifecycle

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CSFs, KPIs, and Metrics

From a Hierarchical Perspective, These Three Terms Are Complementary to Each Other
One or More Metrics Contribute to a KPI

One or More KPIs Contribute to a CSF

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ITIL Service Management Framework

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ITIL Overview

10

ITIL ProcessDefinitions and Goals

Event Management Incident Management

Problem Management

Change Management

Event: any detectable or discernible occurrence that has significance to the management of the IT infrastructure. Proactive detection of anomalies Proactive detection of element health Solution validation

Incident: Any event that causes an interruption or reduction to the quality of an IT service

Problem: unknown underlying root cause of one or more incidents

Change: Addition, modification, or removal of approved hardware, network, software, application, etc.

Restore normal service operation as quickly as possible and minimize the adverse impact on business operations

1- Minimize the adverse impact of Incidents and Problems.

2- To prevent recurrence of Incidents related to these errors

Ensure that standardized methods & procedures are used to minimize the number & impact of Change-related Incidents
Reduce the Risk of Changes

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Incident Management Charter

Definition Objectives KPIs

Any event that causes an interruption or reduction to the quality of an IT service

Restore normal service operation as quickly as possible and minimize the adverse impact on business operations

Restoration within SLA Incident Notification Incident Resolution Time to Isolate

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Restore Service as Quickly as Possible

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Incident Tickets
7000 6000 5000 4000 3000 2000 1000 0 Feb March April May
Incident Tickets

4966 4013

4730

1573 1442
1036

June

July

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Sample Possible Weekly Incident Reporting

Tickets by Severity Tickets by Severity
50 45 40 35 4-Low 3-Medium 2-High 20 15 10 5 0 Week 1 Week 2 Week 3 Week 4 Week 5 Week 6 Week 7 Week 8 30 4-Low 3-Medium 2-High 1-Critical 15 10 5 0 Week 1 Week 2 Week 3 Week 4 Week 5 Week 6 Week 7 Week 8 50 45

40
35 30 25

25

1-Critical 20

Total Tickets by Week

50 45 40 35 100% 90% 80%

% Proactive vs Reactive

70%
60% 50%

30
25 20 15 10 5 0 Week 1 Week 2 Week 3 Week 4 Week 5 Week 6 Week 7 Week 8

40%
30% 20% 10% 0% Week 1

Reactive Proactive

Week 2

Week 3

Week 4

Week 5

Week 6 Week 7 Week 8

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Problem Management Charter

Definition Objectives KPIs

Unknown underlying root cause of one or more incidents

Minimize the adverse impact of Incidents and Problems Prevent recurrence of Incidents related to these errors

Permanent solutions Known Error Articles

Proactive resolutions
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Permanent Solutions to Reduce the Number of Incidents

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Problem Management Open vs. Close Trend

25 20 20 16 15 11 10 5 5 2 0 Feb March April
Open Close

21

17

14 14 12 12 12 12 11 8 6 5 5

May
Solution

June

July

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Problem Management Reactive vs. Proactive

20 18 18 16
14

14
12 12 11 9

12 10 8 6
4

3 2 2 2 0 0 Jun July

2 0

Feb

March

April

May

Reactive

Proactive

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Change / Release Management Charter

Change is the only constant. http://en.wikiquote.org/wiki/Heraclitus

Definition

Objectives

KPIs

Addition, modification, or removal of approved hardware, network, software, application, etc.

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Standardized methods and procedures Minimize the impact of Change-related Incidents

2012 Cisco and/or its affiliates. All rights reserved.

Impact of Change on Incidents Fewer changes backed out, cancelled Predictable results
18

Risk Management / Reducing the Risk of Change

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Change Management Ticket Trend

90 80 70 60 60 51 50 40 30 20 10 0 Jan Feb Mar
Submitted

82 76 78 65 58 48 41 42 58 59 57 67 61 58 45 56 53 75 78

April
Close

May
Current Open

June

July

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Other Change Metrics

% Backed Out Changes
140 # Backed out Changes 100% Succecssful Changes 120 100 80% 70% 80 60 40 20 0 Jan Feb Mar Apr May Jun Jul Aug 140 # Backed out Changes Succecssful Changes

90%

60%
50% 40% 30% 20% 10% 0%

Jan 20 70

Feb 26 95

Mar 30 120

Apr 34 140

May 24 90

Jun 26 85

Jul 24 76

Aug 30 34

Changes Ouside MW
Changes Outside MW Changes Within MW

120 120

100 87 120 80 68 87 68 56 34 20 2 1 Jan Aug Feb 3 Mar Changes Within MW 0 Apr 1 90 85 76 60 56

90 85 76

40

34

5 May Jun

9
2 Jul Aug

2
Jan

1 Feb

3 Mar Apr

1 May

5 Jun Jul

0 Changes Outside MW Linear (Changes Outside MW) Linear (Changes Within MW)

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ITIL Workflow

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Operational KPIs

What KPIs are Important

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SLAs, Goals, and Informational KPIs

SLAs are required
- SLAs usually have $s attached - Customers Are Watching SLAs

Goals are Internal

- KPIs are used internally and externally
- Shared with customers to show Continual Improvement

Informational KPIs
- Used for internal measurement and continual improvement
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Tickets Per Device Trend

14 12 10
8.1

11.16 9.38

8 6 4 2
0

3.03 1.96 2.3

Feb

March

April

May

June

July

Tickets Per Device Trend

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Sample Measurements
Top 5 Alarms
25 12

Tickets by Location
10

20 8 15 Call In Port Down Device unreachable 10 4 2 0 6 P4 P3 P2 P1

Port Error
High Utilization

0 Week 1 Week 2 Week 3 Week 4 Week 5 Week 6 Week 7 Week 8

Interface WAN Utilization

% of Duplicates
100% 90% 80% 70% Axis Title 60% 50% 40% 30% 20% 10% 0% Jan Feb Mar Apr Real Tickets Duplicates

Chicago New York Atlanta Denver Charlotte Greensboro High Point

Winston-Salem Boston

Speed 3.08 3.08 3.08 1.54 3.08 1.54 1.54 1.54 3.08

Ave Util 89% 78% 56% 68% 93% 56% 5% 45% 73%

Peak 100% 95% 86% 91% 100% 79% 15% 87% 98%

% of time > 90% 89% 5% 0% 3% 100% 0% 0% 0% 19%

26

May

Jun

Jul

Aug

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Tickets by Categories

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Alarms by Week and Type

140000 120000 100000 80000 60000 13 40000 20000
09

12 11 10 09

0
11 12 13

10

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Number of Devices Generating X+ Tickets

120 100 80 60 40
20

99

56 47

16
7

12

0 Feb March April May

Devices

June

July

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Closure Code Count by Type

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Top Targeted Addresses

Number of Attacks
10.34.2.26

10.1.3.23

10.1.3.45 Number of Attacks 10.21.5.214

10.34.2.321

10.1.3.234 0 50 100 150 200 250 300

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Executive Dashboards
Widget Inc Executive Dashboard Metric P1 MTTN (Min) % Notified W/ Goal Goal na 15 95% Jan 6 12 100% Feb 4 9 100% Mar 6 16 95% Health

MTTRestore (Min)
MTTR (Hrs) P2 MTTN (Min) % Notified W/ Goal

120
4 na 15 95%

5
0.5 8 20 85%

23
0.65 5 13 100%

22
1.1 7 12 100%

MTTRestore (Min)
MTTR (Hrs) Total Tickets % Proactive Calls Offered Average HT
Key Take-A-Way

240
8 na 85 na <12 sec

134
3.3 412 89 353 15 sec

164
4.2 312 91 401 12 sec

154
3.5 563 90 392 9 sec

MTTN Increased due to a single P1 ticket that was not notified in time Total number of tickets increased sharply due unscheduled maintenances done by the engineering team
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Technology Specific KPIs

Short list of some Technology Specific KPIs UCS / Servers
CPU Utilization Memory Utilization I/O speed Drive Space Interface Utilization TX/RX Packet Drops Fiber Channel Buffer to Buffer Tran

Security
Top Blocked Attack Signatures Top Blocked Attack Sensor Top Source Blocked Attacks Top Destination Blocked Attacks IPS Signature Caegories Top Fired Signatures Top Denied Packets

Top Denied Source Addresses

Top Source Address Failed Attempts

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Technology Specific KPIs

Short list of some Technology Specific KPIs Optical
Interface Light levels

Voice / Video (TP)

Phone registrations Device load / weight Jitter / Latency (IPSLA) % uptime of Key Services

Routing and Switching

CRC errors Interface utilization Packet drops (QOS) B3 Error Bursts Buffers

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KPI Process
Identify where source data to be used for KPI is collected or stored. Retrieve data from source

Store data in a format similar to its source for current and historical analysis and reporting.
Transform the data into more human readable formats. Merge the data with business metadata collected from additional sources. Perform Calculations and summaries on the data, storing the calculated results as appropriate. Format KPIs for output. Generate Report and Store.

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Data Sources
Log files

Data Stores
Streams Reference DBs
Geo-IP DLCM Business Lookups

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High Level Information Flow

Pentaho Analytics R Project PDF (Statistical) Map Info (Spatial) Reports via Email or Portal

JDBC

JDBC Kettle / Sqoop

PDF

Data Sources

Flume

Hadoop/ Hive Cluster

ODS Oracle/ Columnar

JDBC

Pentaho Reporting

Excel

HTML

Kettle

Fusion Charts / Liferay

Java API
Flash Geo-Spatial
37

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PNOC Data Sources & Targets (Present & Future)

Prime NCS Prime Optical Net Forensics Mars Observer & More Remedy Pentaho BI Suite

Reports Analytics Portals/ Dashboards

ANA

Pentaho Data Data Pentaho Integration Integration

Reports via Email or Portal PDF Excel HTML Flash Geo-Spatial

FNMT

InfoVista

DLCM

PNOC Operational Datastore

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Purpose Built Data Marts

NCCM
38

Measurement Value Chain: Data to KPI

Identify Source of Data

Import All data to PODS

Clean up dates and values

Merge Raw Data with Business Information

Perform Calculations & Summaries

Format for Output

Generate KPI Report

PNOC Operational Datastore

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QA Checks

Questions Around QA Checks

Should we do QA checks? What should we QA? How Much should we QA? How do we use QA Data? What does the data mean?

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Number of Tickets Completed

Engineer

Wk 1 Wk 2 Wk 3 Wk 4 Wk 5 Wk 6 Wk 7 Wk 8
10 8 12 8 10 15 11 8 11 8 11 14 10 9 10 9 10 15 12 9 12 8 12 16 13 8 13 10 11 14 12 5 10 11 13 10
Cisco Public

Joe Sunil Amanda John Brian Carlos

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11 10 10 10 10 10

13 9 11 10 11 10
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2012 Cisco and/or its affiliates. All rights reserved.

Ticket QA Check %s

Engineer
Joe Sunil Amanda John Brian Carlos

March
60% 100% 70% 40% 65% 75%

April
75% 90% 75% 50% 75% 90%

May
90% 95% 80% 60% 90% 95%

June
95% 95% 85% 55% 95% 100%

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QA Facts to Remember
What you QA can and should change The True meaning comes from multiple sources Select the most complicated or critical operations QA Data can be used for multiple reasons Sample tickets dont QA all data unless its Automated

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Sample QA List
Was the ticket documented correctly per process

Did Engineer isolate issue quickly (Within Goal, Training Opportunity)

Did Engineer fill in Resolution time field (Specific New Process Tracking) Did Engineer Follow up with customer per process

Was proper escalation process followed

Where technical errors made in the change Did Engineer respond appropriately to the Incident / Customer

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How do we use QA data

The main reason for QA is internal understanding
This allows for targeted training with the team Engineer specific coaching as needed Can be used as part of a motivational incentive program Can create healthy competition between engineers / teams Used as an internal metric for quality of work QA Checks can improve team performance

Using QA checks with customers

Overall QA can show quality of work and transparency ( be careful)
The fact that customers know that you do QA internally is good QA checks WILL improve quality and Customer Satisfaction
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Summary
Know What the KPIs Mean Incident Management Problem Management Change Management Most Important thing about KPIs? Metrics, KPIs, & CSFs Who do QA Checks Help? How to Present KPIs
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Complete Your Online Session Evaluation

Give us your feedback and you could win fabulous prizes. Winners announced daily. Receive 20 Passport points for each session evaluation you complete.

Complete your session evaluation online now (open a browser through our wireless network to access our Dont forget to activate your Cisco Live Virtual account for access to portal) or visit one of the Internet stations throughout the Convention all session material, communities, and on-demand and live activities throughout Center. the year. Activate your account at the
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Final Thoughts
Get hands-on experience with the Walk-in Labs located in World of Solutions, booth 1042 Come see demos of many key solutions and products in the main Cisco booth 2924 Visit www.ciscoLive365.com after the event for updated PDFs, ondemand session videos, networking, and more! Follow Cisco Live! using social media:
Facebook: https://www.facebook.com/ciscoliveus

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Other NMS Sessions

If you like this one, you might like some of these:
Session
BRKNMS-2515 BRKNMS-2658

Title
A Difference-Maker for Operating Cisco Collaboration Services Proactive Problem Management Securely Managing Your Networks with SNMPv3 Advanced Performance Measurement for Critical IP Traffic with Cisco IOS IP Service Level Agreements Cisco Unified Communications Management Suite Methodology and Best Practices Advanced Cisco IOS Device Instrumentation Customer Presentation: Learn How Human Kinetics Uses a New Cisco Solution to Dramatically Improve Network and Security Operations Cisco Prime for Enterprise Innovative Network Management Network Management KPI's (You are Here) Advanced NetFlow Ten Cool LMS Tricks to Better Manage Your Network

Monday Tuesday

BRKNMS-3043 BRKNMS-1037 BRKNMS-3021 CCSNMS-1903 PSONMS-1038 BRKNMS-1032 BRKNMS-3132 BRKNMS-2035 BRKNMS-3021

BRKNMS-1032

Advanced Cisco IOS Device Instrumentation Source: Placeholder for Notes is 18 points Advanced DHCP and DNS Deployments BRKNMS-2640
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Other NMS Sessions

If you like this one, you might like some of these:
Session
BRKNMS-2512 BRKNMS-2031

Title
Moving Cloud from hype to realty: Delivering Cloud using management architecture SYSLOG Design, Methodology and Best Practices Cisco Prime for Enterprise Innovative Network Management Performance Assurance: An integrated Approach to Managing Service Delivery in Enterprise Networks Best practices for cloud automation with Cisco Intelligent Automation software Ethernet OAM Technical Overview and Deployment Scenarios Onboard Automation with Cisco IOS Embedded Event Manager Simplify Network Management and Reduce Operational Costs with Cisco Prime Cisco Videoscape Management Solution SYSLOG Design, Methodology and Best Practices

Wednesday Thursday

PSONMS-1038 BRKNMS-2514 BRKNMS-2513 BRKNMS-2202 BRKNMS-2030 BRKNMS-1036 BRKNMS-2511 BRKNMS-2031 BRKNMS-1035

The NOC at CiscoLive

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BRKNMS-1032

Visit the Cisco Store for Related Titles http://theciscostores.com

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Charles Spaugh cspaugh@cisco.com

Presentation_ID 2012 Cisco and/or its affiliates. All rights reserved. Cisco Public

Who Am I?
Charles Spaugh

Assurance Services Within Advanced Services

Assurance Service Operations

Manage the PNOC NMS Platform

Work closely with the Service Assurance NOC Have managed multiple customer facing operation teams for Cisco ROS and Assurance Services Worked as a client server and Cisco Voice engineer
- 15+ years of Operations, Design, and Implementation

9+ Years in law enforcement cspaugh@cisco.com

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HUGEdata
High-speed cost-effective MPP database/analytics system Processes, stores, and analyzes large amounts of data/reasonable cost/ short learning curve. Supports: ANSI SQL 92, Views, DML statements (insert, update, delete) Commodity hardware and operating systems High security onsite, hosted, or cloud Supports third-party BI, stats, and ETL Standard database interfaces: ODBC, JDBC and native connections Much lower total cost of ownership and expansion Embedded R for statistics, regression, etc

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Pentaho Data Integration (Kettle)

Thanks to its multi-threaded and massive parallel processing architecture, Pentaho Data Integration can complete the most complex data transformations in seconds. Dynamic clustering capability of this architecture further enhances its performance and provides clients an enterprise-class data integration platform that fits the needs of today's modern and big data requirements.

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Pentaho Reporting
Pentaho has broad connectivity to a diverse set of relational and nonrelational data sources. Through direct access or by using Pentaho Data Integration for a full transformation, cleansing and preparation of data, Pentaho Reporting seamlessly integrates and reports on multi-source environments including:
Data warehouses, data marts, and operational data stores All popular proprietary, open source, analytical, and NoSQL databases Unstructured and semi-structure sources Hadoop data via Hive and Hbase Enterprise ERP or CRM application data

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Flume
Flume is a distributed, reliable, and available service for efficiently collecting, aggregating, and moving large amounts of log data. Its main goal is to deliver data from applications to Hadoops HDFS. It has a simple and flexible architecture based on streaming data flows. It is robust and fault tolerant with tunable reliability mechanisms and many failover and recovery mechanisms. The system is centrally managed and allows for intelligent dynamic management. It uses a simple extensible data model that allows for online analytic applications.

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Hadoop
The Apache Hadoop software library is a framework that allows for the distributed processing of large data sets across clusters of computers using a simple programming model. It is designed to scale up from single servers to thousands of machines, each offering local computation and storage. Rather than rely on hardware to deliver high-avaiability, the library itself is designed to detect and handle failures at the application layer, so delivering a highly-availabile service on top of a cluster of computers, each of which may be prone to failures.

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Hive
is a framework for running applications on large cluster built of commodity hardware. The Hadoop framework transparently provides applications both reliability and data motion. Hadoop implements a computational paradigm named Map/Reduce, where the application is divided into many small fragments of work, each of which may be executed or reexecuted on any node in the cluster. In addition, it provides a distributed file system (HDFS) that stores data on the compute nodes, providing very high aggregate bandwidth across the cluster. Both Map/Reduce and the distributed file system are designed so that node failures are automatically handled by the framework.

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Sqoop
Sqoop (SQL-to-Hadoop) is a straightforward command-line tool with the following capabilities:
Imports individual tables or entire databases to files in HDFS Generates Java classes to allow you to interact with your imported data Provides the ability to import from SQL databases straight into your Hive data warehouse

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InfiniDB
InfiniDB Enterprise delivers a future-proof data management infrastructure with the ability to scale from a single database node to a multi-node, MPP deployment. With the power of InfiniDB Enterprise you have the ability to handle anything from a small data mart to a large scale, highly available data warehousing platform. Start with the InfiniDB column database and youll never outgrow your database engine.

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Fusion Charts
FusionCharts v3
Stunning charts for Web and Enterprise

FusionWidgets v3
Data visualization widgets for dashboards

FusionMaps v3
Interactive & data-driven flash maps

PowerCharts v3
Interactive charts for specialized domains

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R Project
Revolution Analytics delivers advanced analytics software at half the cost of existing solutions. By building on open source Rthe worlds most powerful statistics softwarewith innovations in big data analysis, integration and user experience, Revolution Analytics meets the demands and requirements of modern data-driven businesses.

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MapInfo
Location Intelligence products unleash a new dimension of your data, revealing trends and patterns previously hidden in spreadsheets and graphs. By understanding the spatial and geographic relationships of your business intelligence, you can identify new customers, expand your markets and make key decisions with confidence.

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Presentation_ID

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