Chapter 13

Network Management and

Operations
 Agenda
• Objectives
• Scope
• Functions
• Software
• Security
• Physical Facility
• Staffing
 Objectives
• Availability
• Reliability
• Response time
• Real time problem solving
• Other?
 Scope
• Data Network
• Voice network
• Wireless network
• Communication hardware
– Workstations
– Cluster controllers
– Communication lines
– Line concentrators
– Multiplexers
– Front-end processors
• Communication software
• Security
 Importance
• Asset
• Resources
• Growth
 Functions
• Network operations
• Problem management
• Performance measurement and tuning
• Configuration control
• Change management
• Management reporting
 Network Operations
• Starting and stopping
• Monitoring
– Problem identification
– Problem solution
• Collecting statistics
– Performance
– Usage trend
 Problem Management
• Help desk: list of standard questions
• Problem log
– Date and time
– User name
– Problem
– Symptoms
• Trouble ticket
– Date and time
– Action
• Auto trouble tracking systems (artificial
intelligence or expert systems)
 Problem Escalation Procedure
• Technical
– Level 1 (help desk employee)
– Level 2 (technician)
– Level 3 (network specialist)
• Managerial
– Desk supervisor
– Network operation supervisor
– Telecommunication manager
– Chief information officer
 Problem Solving
• Reconfiguration
– Backup hardware & lines (alternatives)
• Diagnosis and repair
– Hardware testing equipment
– Protocol analyzer
– In house or vendor
 Performance Measurement
• Service level agreement
– Availability (hours)
– Reliability (percentage of hours, mean time between failure, mean
time between repair)
– Response time (percentage of seconds)
• Performance history
– Management information database (MIB): response time, circuit
utilization, circuit errors, transaction mix, routing, buffer
utilization, queue lengths, processing time
– Network management protocol for exchange information between
central network management computer and end stattions : Simple
Network Management Protocol (SMP), Common Management
Information Protocol (CMIP)
• Voice network: carrier or PBX.
 Configuration Control
• Documentation
– Inventory (hardware and software)
• Name, type, model serial site code, account billed,
price
– Network, circuit, and wiring diagrams
– Emergency phone number
– Vendor manuals & contact
– Disaster recovery plans
– Problem solving and routine procedures
• Update
• Off-site back up copies
 Change Management
• Request
• Coordination
– Weekly change coordination meeting
– Scheduled weekend changes
• Documentation updates
 Management Reporting
• Short, daily, morning meeting
• Monthly performance & utilization report
• Management summary for different levels
 Network management Software
• Simple Network Management Protocol (TCP/IP)
– Oldest, Limited security, widely use, standard for multi-vendors
– Managed devices, agents, network management systems (NMS),
and remote monitoring (RMON)
– SNMPv1 and SNMPv2 are incompatible
• Common Management Information Protocol (ISO)
– Not popular
• Netview, Netview/6000 (IBM)
– Open Network Architecture (ONA)
– Capacity planning, network financial administration, support for
heterogeneous network
• Netware Management System (Novell)
– Use command
 Network Security
• Physical security
– Lock and key
• Access control
– Password and ID
– Call back and handshake for remote access
– Firewall: packet-level (address), application-level
(entire message), and proxy server
• Personal security
– Security checking for new employees, badge, ID card,
security awareness program, education, and prevention
• Disaster recovery planning
– Adequate emergency communication service
 Network Control Center
• Raised floor -12 inches high
• Smoke and heat detectors
• Extinguishing equipment (water or carbon
dioxide)
• Label equipment and cable
• PBX & other voice equipment
• Flexible for expansion
• Help desk
 Staffing Operation Group
• Help desk: experienced or inexperienced
using script
• Hardware technicians: electrical and
electronic background
• Supervisor: technical and managing skills
• On going training
 Outsourcing
• Not vital to the business
• Considering factors
– Location for outsourcing company staff
– Service guarantees
– Existing employee moral
– Cost/benefits analysis
• AT & T and state of Wisconsin
– Wisconsin Network Management Center
 Communications Technical Support
Functions

• Supporting communications software

• Technical problem solving
• Network analysis and design
• Performance analysis and tuning
• Hardware evaluation
• Programming
• Consulting
 Staffing Technical Support
• Intelligent
• Analytical
• Technical
• Curious
• Self-motivating
• Independent
 Points to Remember
• Objectives
• Scope
• Functions
• Software
• Physical Facility
• Security
• Staffing
 Discussion
• Develop a telecommunication disaster and
recovery plan for a bank.
• Develop a telecommunication disaster and
recovery plan for CSUS.