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Automated Tool for SLA Monitoring and for evaluating the performance of IT Vendors Summer Project Report

Project Guide: Dr. N. P. Dhavale Deputy General Manager INFINET and Services

Angad Maurya Preethi Bal rishnan M! Santosh "umar Sunny Mehrotra Sur#hi Ved Pra ash

Project Report

CERTIFICATE
This is to certify that Mr.Ved Prakash Gupta, pursuing Integrated M.Sc. course at Indian Institute of Technology, Kanpur with Mathematics and Scientific Computing as major subject has undertaken a project as an intern at the Institute for Develop ent and !esearch in "anking Technology #ID!"T$, Hyderabad from May 14 to Ju y !, "#1"$ He was assigned the project %%uto ated tool for S&% Monitoring and for evaluating the perfor ance of IT vendors' under the guidance of the I()I(*T &'ndian (inancia )etwork* +epartment of '+,-T. +uring the course of the project he has undertaken a study of the ,-' S./ &Ser0ice .e0e system* system, HTM. and S1.$ 'n this project assigned to Mr$ 2ed 3rakash has done e4ce ent work$ 5e wish him a the best in a him endea0ours$ (.P. Dhavale &3roject 6uide* +eputy 6enera Manager ')(')7T and Ser0ices '+,-T, Hyderabad

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ACKNOWLEDGEMENT
I would like to express my sincere gratitude to the Institute for Development and Research in Banking Technology (IDRBT) and particularly Dr. .!. Dhavale"(D#$ " I %I &T and 'ervices) who was my guide in this pro(ect. This opportunity of learning all the nuances of a )anking platform and a ma(or '*+ ('ervice level +greement) system application of the country was a )oon to me as one rarely gets such exposure. I would not hesitate to add that this short stint in IDRBT has added a different facet to my life as this is a uni,ue organisation )eing a com)ination of academics" research" technology" communication services" crucial applications" etc." and at the same time performing roles as an arm of regulation" spread of technology" facilitator for implementing technology in )anking and non-)anking systems" playing a role of an #. (without )eing one) and many more varied activities. I am extremely grateful to Dr. .!.Dhavale for his advice" innovative suggestions and supervision. I thank him for introducing me to an excellent )anking application and giving me the opportunity to approach diverse sections of people starting from )ankers to general pu)lic. I am thankful to thestaff of I %I &T department at IDRBT for helping me to get familiar with the application. They gave me a chance to study the application and its impact from different perspectives. I am thankful tomy college" IIT Delhi for giving me this golden opportunity to work in a high-end research institute like IDRBT. I am thankful for IDRBT for providing such an ama/ing platform for students to work in real application oriented research. %inally" I thank one and all who made this pro(ect successful either directly or indirectly. I am very thankful to $s. +nuraddha $adam and 'hri 'hrihari 'ir with whom I worked throughout my stint at IDRBT and the pro(ect was possi)le only with their cooperation.

0ed !rakash !ro(ect Trainee Department of I %I &T IDRBT" 1ydera)ad

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INDEX 1. Introduction 2. SLA 3. ICMS 4. Aim of Project 5. Resources 6. Work 7. Conclusion

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Introduction
INdianFInancialNETwork
The INdianFInancialNETwork [INFINET] is the communication backbone for the Indian Banking and Financial Sector. All banks in the public sector, private sector, cooperative, etc., and the premier financial institutions in the country are eligible to become members of the INFINET. The INFINET is a Closed User Group Network for the exclusive use of member banks and financial institutions and is the communication backbone for the National Payments System, which caters mainly to inter-bank applications like RTGS, Delivery Versus Payment, Government Transactions, Automatic Clearing House, etc. IDRBT started the INFINET with VSATs and later augmented it with point-to-point leased lines in partial mesh topology, covering major cities in India. This hybrid network of terrestrial leased lines and VSATs was the main communication backbone for inter-bank requirements.

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SLA
Service level agreement is a legal document that formally defines the level of service to be provided by the service provider.For IT service providers, it defines the penalties to be imposed on payment if the level of service falls below certain level.

Service level requirements specifications and penalty clauses


No. 1 Office Data Center and DRS Cell City Uptime MTTR(HH:MM) 00:00

All 12 Locations 99.99%

Penalty at category 1 Locations will be arrived based on total payout to respective vendors
Level of Network Uptime for a given location per month >99.99% to 100% >99.94% to <=99.99% >99% to <=99.94% <99% Amount payable for supply of IP VPN Bandwidth/ network Mangement/Maintainence 100% of Purchase Order Value 90% of Purchase Order Value 80% of Purchase Order Value No payment of Rental Charges

The Network uptime is calculated per connection. Network Uptime(%)=

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(Sum of total hours during the Month- Sum of downtime hours during the Month) /Sum of total hours during the Month)*100 QoS requirement of Network is as listed below:
NO. 1 2 3 Applications VOICE(IP telephone) Business Application Yes Less than 0.5% packets loss Guaranteed Delivery Jitter sensitive Yes No No

Other application (Antivirus /mail/other Less than 1% intranet application) packets loss

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ICMS
Incident cum Change Management System, is a web tool/application used by IDRBT for a number of purposes, some of them are: Enter/Close a new incident report with details Search incidents by date/month View RBI and member bank details and contacts RFO reports by service providers Search Banks on Location and category basis

Fig. P.1 Screen shot of present ICMS screen

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Service providers provide connectivity between several member banks, data centers and IDRBT and very often there are problems with these links which create a problem in network between these different centers. ICMS is responsible for keeping a track of these problems and easy communication between the troubled site and service provider. By using the new log report option, the user can file a new incident or it can close an incident which got solved. By incident details option, user can see the incidents filed on that day. By search by date/month option, the user can look for the incidents that occurred in past and ask for particular time incidents. These details can also be seen in excel format. Apart from these, option is also available for checking the RFO reports submitted by service providers. The details of the member banks and RBI locations are also available on the site. Working of ICMS ICMS involves a lot of information put up in databases and extracted information from the same. The numbers of tables which are involved inICMS are: 1. ICMS table 2. Reliance Daily table 3. Reliance Monthly table 4. Sify Daily table 5. Sify Monthly table ICMS table is formed when a user reports an incident. This table contains 28 columns. IDRBT_circuit id, bank_id, link_id, managed by, WAN_ip, subnetrange, loopback_ip, circuit_id, bandwidth, db_no, date of migration, dateof_UAT, virtual_ip, lastmileprovider, linktype, serviceproviderasno, address, contact_person, phoneno, email_id, category_type, location, LAN_ip, AFO, Locationpair_id,Place_id and Splink_id.

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Fig. P.2 Screen shot of new log activity, source of database

Other tables are created by service provider; one is on daily basis and other monthly basis. But in the present ICMS there is no option of connecting these tables and calculating the SLA.

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Objective
As we know there is no way in present ICMS, you can connect and inter-relate the different tables, so that was the aim of the project. Objectives of the project were: The module should be able to evaluate SLA as per agreement with the service providers. Facility to correlate incidents generated from service providers. Facility to evaluate Uptime of MPLS nodes as per uptime matrix. Facility to generate quarterly SLA Compliance Report. To calculate the SLA, it was necessary that we calculate total uptime of link and in order to do so it was important to relate the three tables of database, namely ICMS table, service provider _daily and service provider _monthly. What was actually to be done was that you pick incidents (extract data) from each table based on some criteria like location and service provider and time-period, produce them in a table on screen. Then read the downtime from each column and hence calculate total downtime and use the following formula to calculate uptime percentage. (No. of Days*24*60 Total downtime) *100 No. of days*24*60 And then the SLA module will select the correct option and calculate the total SLA payment.

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Work Started
Initially, we were provided with some resources to work with: April Data as a sample database Netbeans and Apache Server SQL 2005 Server Complete code of present ICMS was provided to us to work with initially. An initial user/password was given for ICMS to enter website and understand its feature. During the first week, basic knowledge mining was done. We figured out what tools and knowledge we will need and then started learning them. For creating new pages, knowledge of HTML was needed. We used W3school.com to learn and practice HTML. Same was used for practicing SQL queries, since most of the work of the project consisted at database management SQL was a basic need. Compute ICMS code was written in the JAVA earlier so it was unnecessary that future work be also done in JAVA. So one member or team revised JAVA. We are starting application work. A different tool is required to hit the database with JAVA code, so one member started learning JDBC (Java Database Connectivity).

Second Week:
Started to use Netbeans IDE to build the new code from provided code through JSPs. Used HTML editor to create pages for new web interfaces. Use SQL Server 2005 to write SQL queries. Used JDBC for connecting JSP code to database.

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Fig. P.3 New Project set up in Netbean

Third Week:
Created a table in SQL for our own username and password Linked it with the local host connection.(Apache Tom Cat) Created the SLA page and mentioned the different options. Set up the backhand work for producing the desired results from SLA page.

Fourth Week:
We started doing the backhand work for SLA page and trying to execute queries based on location and date period.

Fifth Week:
Compilation of project work started.

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ROI
During the third week of the project, we tried to include the concept of ROI in the project. The basic details of the ROI concept are written below: Definition: A performance measure used to evaluate the efficiency of a number of different investments. To calculate ROI, the benefit (return) of an investment is divided by the cost of the investment; the result is expressed as a percentage or a ratio.

In the above formula gains from investment refers to the proceeds obtained from selling the investment of the interest, return on investment is a very popular metric because of its versatility and simplicity. That is, if an investment does not have a positive ROI, or if there are other opportunities with a higher ROI, then the investment should not be undertaken. The calculation of ROI can be modified to suit the situation it all depends on what you include as returns and costs. The definition of the term in the broadest sense just attempts to measures the profitability of an investment and as such there is no one Right calculation. This flexibility has a downside as ROI calculations can be easily manipulated to suit the users purposes and the result can be expressed in many different ways. Information required calculating ROI: Before the investment: measure the baseline performance. After the investment: determine the change in performance. Types of benefits Tangible Intangible

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Project Report Methods to calculate ROI NPV IRR Payback period Features: One of principal advantages of using return on investment to control overall performance is that it, like profit and loss control, focuses managerial attention on the central objective of the business making the best profit possible on the capital available.

Some key ROI implementation issues: Time spent on ROI Cost of conducting the measurements Complexity of variables in ROI Accuracy in measurement Credibility Lack of skills to measure If staff does not see the need for ROI, it will usually fail. Without support from management, ROI process will usually fail. NPV (Net Present Value): Inputs for NPV Initial Investment Each year Cash Flow Discount Rate IRR (Internal Rate of Return): Internal rate of return is the discount rate that makes the net present value equal 0. PAY BACK PERIOD Its simplicity Focusing attention on the near future and thereby emphasizing the liquidity of the firm through the recovery of capital.

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Project Report Sources of Income Membership fee paid by the Banks Service charges paid by RBI

Expenditures of Infinet Administrative Exp. Operation & Maintenance Salaries & Allowances Maintenance Services Advertisement Rent / Taxes / Electricity Etc., Postage & Telephone The reason ROI was not finally implemented is that the need to calculate ROI and NPV is occasional and since the details of all the expenditure of IDRBT is stored in Excel format so it was better to do the calculations in the same format. Apart from this, the various parameters of calculation keeps changing with time, in that case excel is of great help.

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Details of Work
1. We started by adding one extra link to the main ICMS screen, and called it SLA details. This was done simply by adding a few code lines in the main page source(main.jsp).

Fig P.4 ICMS page with SLA details link

2. Once the user clicks it, it goes to a next page (sladetails.jsp) asking for the service provider, location and the dates in between which he wants the report for the Sla payment that has to be made. At the back end, data is extracted from 3 tables, namely the service providers daily report, its monthly report and the ICMSs report. (For this sladetails.jsp,SLAInsert,slaDetailsResultspage.jsp ismade). It is to be noted that the daily and monthly reports should already be loaded from the excel sheets into the database, i.e. ICMS.

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Fig P.5 Screen shot of SLA detail page

Fig P.6 Page showing incident details from three tables

3. The data is shown to the user in another page (slaDetailsResultspage.jsp) with a button, namely Save. The user has to click it ,then click OK in the pop-up window to go to the next page(SLAInsert.jsp). Also at the same time the data gets updated in the corresponding service providers SLA.

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Fig P.7 Screen Shot of Update table

Fig P.8 Screen shot of payment page

4. On clicking Check Payment, the next page(calculate.jsp) shows the total downtime, the percentage downtime and a text box containing the amount on which the deduction needs to be calculated. It will also have a button Submit that will take the input from text box and will show the payment that has to be made to the service provider. Note: On clicking edit it goes to edit.jsp which is elaborated in 5thpoint .

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Fig P.9 Page where payment can be checked

5. On clicking submit , it goes to calculate_slapayment.jsp which has the formula for calculating the penalty and displays the user the PO that it will receive after the deduction .

Fig P.10 Page where payment is shown

There is a link Sla_payment_details which takes the user to requirement.html .This page has all the information about the SLA calculation .

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Fig P.9 All the SLA details

The page(calculate_slapayment.jsp)willalso have an option to edit(on clicking it goes to edit.jsp). as the name suggests, it gives an option to inform the INFINET team if there is any discrepancy that the service provider feels.

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Fig P.11 Update change in down time

6. On clicking update, the next page that comes up isupdate.jsp

Fig P.12 Update change in down time or else go to payment check

This page gives an option to calculate the new payment on the basis of edited column.If clicked Check Payment now, it directs the user to calculate.jsp and again the same procedure follows.

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The exit link gives the user to edit multiple values of the Maxdowntimecolumn . Finally , the logout on calculate_slapayment.jspreverts the user back to login.jsp

Fig P.12 Logout page

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PROBLEMS FACED

1. Establishing the connection, between the java programs and SQL server since none of us had prior knowledge. 2. In making the edit column .Tried a lot of techniques, later discovered that whole row can be made editable not a single column. So extracted that 1 column in another table and edited and saved it. 3. Joining the 3 tables to form 1 SLA table .Used full join a function in SQL query , That posed a great challenge as the three tables had to be extracted on the basis of dates, provider and location. We used TACID to link the three tables together. Still for location each table had different name for same location, so had to use LOCATION ID. Also, each TACID was not present in each of the 3 table.Had to check for null entries and repeated entries as well. 4. In making the download in excel possible. Its easier to export a static table but it required a lot of efforts in exporting a dynamic table with 1 editable column to the database.

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Conclusion
A module was prepared which can automatically relate incidents from three different tables. We are able to generate SLA report and calculate final SLA payment. This project gives the user to option the time and view reports as demand. As a result, it has reduced manual work to a great extent. In a way, the user is helping us out in maintaining the database. We believe the tool that is created as a result of this project will help the INFINET team with the scope of further improvements.

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