ca world 2014 - monitoring complex networks

Case Study: Winning Strategies for Monitoring Complex, Growing Networks Niamh Cahill

OCX38S

OpsCenter

CA TechnologiesCheryl NelsonIntermountain Healthcare

Ron HyattFiberLight

2 © 2014 CA. ALL RIGHTS RESERVED.

Panel Session

Cheryl Nelson

Intermountain Healthcare

Title

Niamh Cahill

CA Technologies

Title

Rob Hyatt

Fiberlight

Systems Administrator


Abstract

If your network’s growth, increasing complexity and utilization are dogging you, then this is a must-see technical session. Learn how organizations like yours have leveraged CA Performance Management to monitoring huge numbers of network devices and metrics, quickly onboarding new services, customizing dashboards and reports for technical and business stakeholders and integrating its monitoring functions with other OSS/BSS systems..

Niamh Cahill

Advisor, Solution Strategy, Telecommunications


Agenda

CA TECHNOLOGIES PERSPECTIVE

FIBERLIGHT

INTERMOUNTAIN HEALTH

1

2

3


MOBILE ECONOMYTHIS IS THE AGE OF THE

USERSAND IT’S ALL ABOUT THE

APPLICATION ECONOMY


0

2

4

6

8

10

12

14

DesktopNotebooks

Smart Tablets Mobile Phones

3.3

1 0.6

13

4.5

2.2

2013

2019

GB

Application Economy = Exponential Data Growth Mobile data traffic in Q1 2014 exceeded total mobile data traffic in 2011 globally

Monthly Average Consumption by Device Type

*Source – Ericsson Mobility Report Q4 2013, Q1 2014


New opportunities for revenue

Network must continually evolve with

business

Customer Experience

is king

Mobile Traffic

growing 10x by 2019

Adapt to dynamic

consumer & business behavior

Must monetize billions of network

investments

Assure End to End Quality of services

WithLTE and VoLTE

Networks

WiFiOffload,Ethernet Backhaul,

Carrier Ethernet

Scale, integrate , automate

andzero touch


OSS Today: from Monitoring to Creation of Value Added Service

Multiple Business Models

Network Developer

Service Enabler

Vertical Solutions

SDN

IOT

NFVBig

DataCDN

Service Creator

OTT

VAS

M2M

VoLTESmall

Cell

HetNet

eTOM

FCAPS

ITIL

ISO 20000

COBITLTE-

TDD

Technology Processes Organization

Network teams have to deal with a constant flow of new technologies, innovation &

change…..

While at the same time adhering to standard process

frameworks to reduce risk, control costs and increase

accountability


Monitoring Complex Networks - Guiding Principles

Automate

Integrate & leverage existing

footprint

Define & Standardize

Collaboration & Key

Information Needs

Reduce Risk & Increase

Service Quality

Zero Touch Monitoring Updates

Driven from configuration

repositories. Detect and updates

monitoring based on network changes.

Inputs & OutputsMonitoring as an integral part of ongoing design &

update processes (change, config, release)

Data Model Understanding

Understanding end user needs Mature from basic element

management to creating value added services

Network Visibility & Performance

No blind spots!

Leverage existing investments – underlying

EMS, configuration repositories


The Service Lifecycle – Nirvana!

Service SpecificationManagement

Service Level AgreementManagement

Service Inventory Management

ServiceOrder Management

Service Test Management

ServicePerformance Management

ServiceQuality Monitoring

Impact Analysis

Service Problem Management

Service Resource Inventory

Service Inventory

Reconciliation / Synchronization

Service DataCollection

Service Design / Assign

Service OrderValidation

Service Availability

Service OrderOrchestration

Service Activation

Management

Service ConfigurationManagement

Service OrderPublication

Service Test Strategy and

Policy Management

Service Test Lifecycle

Management

Service Test Command and

Control

Service Test Services

Service Performance Monitoring

Service Performance

Analysis

Service Performance

Reporting

Service Problem Reception

Service Problem Monitoring

Service Problem Analysis

Service Correction and

Resolution

Service Problem Tracking and Management

Service Problem Reporting

CA Infrastructure Management(Spectrum & Performance Mgt)

CA IM

CA Mediation Manager (CAMM)

CA MM

Service Operations Insight (SOI)

SOI

CA Business Service Insight (BSI)

CA Service Desk

CA Service Desk

CA Process Automation (CA PA)

CA Process Automation

Case Study: Winning Strategies for Monitoring Complex, Growing Networks

Rob Hyatt

OCX38S

OpsCenter

FiberLight LLCInformation Technology


Abstract

Due to explosive growth of customers as well as services offered, FiberLight LLC made the decision to expand their monitoring capabilities and scale to the next level. Learn how this organization implemented a more responsive, customer-focused Network Operations Center (NOC) while investing in a carrier grade monitoring solution.

Rob Hyatt

FiberLight LLC

Systems Administrator


Agenda

INTRO TO FIBERLIGHT LLC

NOC TRANSFORMATION

MONITORING SOLUTION TRANSITION

CA PERFORMANCE MANAGEMENT

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2

3

4


Intro to FiberLight LLC

Ethernet

Dedicated Internet Access

Optical Transport

SONET

Managed Wavelength

Services, Coverage, Devices etc.

Service Offering


Intro to FiberLight LLCServices, Coverage, Devices etc.

Network Coverage


Intro to FiberLight LLC

Cisco Routers

Fujitsu 4100,4500, 7420,7500 & 9500 (TL1)

MRV 900, 9100

Ciena 3930, 3960, 5150

Multi Vendor Microwave devices (SNMP enabled)

Services, Coverage, Devices etc.

2000+ Monitored Devices


NOC Upgrade Drivers

Improved service performance monitoring & management

Individualized customer reporting

Real-time visibility into network integrity

Cost-savings through proactive alarming &

ticketingPeople, Facilities and Resources


Monitoring Solution Transition

Investment in CA Infrastructure Management Solution and Service Desk Manager.– Carrier/Service Provider Class Monitoring and Scalability

– Emphasis on RCA (Root Cause Analysis) and Performance Management

– Greater Visibility (Hardware, Interface, Software, Asset, etc.)

– Customizable yet TTV (Time to Value) minimal.


Monitoring Solution Transition

CA SpectrumCA Performance Management

CA Service Desk ManagerCMDB

“Top Tier Monitoring Tools”


CA Performance Management

Integrated with CA Spectrum

Expansive list of metrics for SNMP data collection.

Ability to visualize non-SNMP (non-polled) data.

Customizable Dashboards

Multi-tenancy Support

“Expanding our visibility”

Benefits (Key Features)


CA Performance Management“Dashboards and Reports for Management”


Performance Management

Rule based monitoring policies watch for specific proactive conditions and send alerts to CA Spectrum.

Service Desk Tickets are auto-generated.

NOC Engineers immediately begin troubleshooting.

Drill down to CA Performance Center from CA Spectrum.

“Rule Based Proactive Monitoring”


Use Case: Alarm ConfirmationNOC Engineer Drills down from CA Spectrum to CA Performance Center



Use Case: Threshold Violation Events

NOC Engineer is alerted to the event and incident is created in Service Desk

Condition based events created and

delivered to CA Spectrum, email, etc.

CA Performance Management

CA Spectrum

CA Service Desk


Next Stages

CA Network Flow Analysis and CA Performance Management Integration

Non-polled data (XML) Dashboards and Reports

CA Nimsoft (for servers)

CA Service Operations Insight (Service Views and Service Desk/CMDB Integration)

Multi-Tenancy support for Customer Access

“Future Plans/Additions”

Case Study: Winning Strategies for Complex, Growing NetworksCheryl Nelson

OCX38S

Intermountain HealthcareSr. Enterprise Monitoring Administrator


Agenda

COMPANY OVERVIEW

TRANSFORMATION AND ROAD MAP

WRAP UP / Q & A

EVOLUTION STATUS AND EXPERIENCE UP TO DATE

CA IMPLEMENTATION PROGRESS

WINNING STRATEGIES WITH CA PERFORMANCE CENTER

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Our Transformation Vision

• 2009/11 - Replacing many disjointed IT processes and toolswith a suite of integrated “best in class” management processes and tools, and aligning our IT organization for long term success• Information Systems wide ITIL V.3 certification requirement

• Implement Service Mgt. Strategy (processes)

• Implement ‘best in class’ toolset (procedures)

IT Transformation Phase 1


Fortunately, our AVP of Information Systems Operations understood the need to have a consolidated, integrated set of ITIL oriented Service Management tools, includingan Enterprise Monitoring Solution.

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Transformation

• 2013 / 14 - Aimed at maturing our integrated processes and snapping our toolset(s) into other Intermountain solutions for increased efficiency gains.

• IT Service Management Organizational Changes: We have split ITSM into a Process Team (customer facing) and the Technical Teams with a focus on providing customer service excellence.

IT Transformation Phase 2


Enterprise Monitoring Evolution

CA Toolset has provided robust, dynamic and flexible applications that meets the needs of our IT organization including Network, Server, Database, Application Owners, Regions as well as Management and our Business Units.

WINNING STRATEGIES - Service Assurance Complete Package Software Suite

Network Traffic, Voice/Video & Application Response Management

Application Performance Management

Enterprise Monitoring Architecture

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Service Operations Management

OMDB-RTOM


Infrastructure Availability &Performance Management

CA NetQoS Network Performance Center• CA Network Flow Analysis• CA Unified Communications Monitor• CA Application Delivery Analysis

CA Cross-Enterprise Application Performance Management• CA Application Performance

Management (CEM & Introscope)

CA Service Operations Insight

CMDB

Service Ticketing &Change Management

CA Service DeskCA CMDB

Enterprise Monitoring Event & Reporting

Spectrum and CA Performance Center not only address how to combine functional capabilities across IT infrastructure to manage, replicate, analyze, and alert; it also includes a presentation console or dashboard that will enable users to personalize and focus in on their applications.34


Setting Goals and Monitoring Performance

Reactive to Proactive

– Allowing IT to detect and resolve issues prior to them becoming incidents by utilizing historical trending

Integrated Solutions + IT Visibility

– Provide a common set of integrated monitoring tools to the enterprise

– Enable collaboration and allow support teams to focus on rapid incident and problem resolution

WINNING STRATEGIES - EXCELLENCE IN PROCESS IMPROVEMENT

DesktopUserServer

/Storage/DB

Network ServiceApplication

Benefits of IT as a Service

IT Focus – With the quick availability to monitor from end user to application and all pieces in between the Service Assurance software suite delivered the ability to model out all of the various pieces into a “service” and monitor them as a whole instead of individual pieces. This frees an organization to leverage and focus their time and resources in bringing innovations in applications and solutions.

The integration between the Monitoring Tools provide the ability to monitor proactively and respond quickly plus offers historical data for review or capacity planning.

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How we use CA Performance Management to support our internal customers

Winning Strategies – Growth & Capacity Planning

CA Performance Center is a modern solution for

monitoring and managing IT systems

and network infrastructure –

including physical, virtual, storage, and network resources.

Infrastructure 2012 2014

Total DevicesMonitoredServers, Storage & Other Devices

3,200 6,346

Servers 2,000 4,553

Network DevicesSwitches- Routers 1,114, Network Appliance 82 , Firewalls 28, Other

912 1,793

Scheduled Reports Favorite Feature

Everything is in one place for CA Performance Management

through a single user interface this tool offers access to availability, performance, capacity, plus data

flow and application performance metrics

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Network Reports

Data available in many different forms. Send immediately a report, Export to CSV or Generate a URL

for review.

Network Administration

Custom dashboards provide a proactive approach in viewing interface errors. Sort by discards in or out

for a quick top offenders list

Custom Dashboards

CA Performance Management provides the

ability to customize dashboards which makes

data easy to interpret

Baselines & Trends

CA Performance Management provides real-time and historical

data. CA PC is an intelligent visualization

tool that trends the data and provides event flags

notating when they occur.

Enterprise Solutions – Get people out of the weeds

Dashboards provide details without having to be an

administrator. This customer not only identified a server that is always running hot but, also found a server in

their group they didn’t even know they had available to load balance and off load.

How does Event Management Fit into IT Service Management

Event Management is a vital part to the IT Service Management Processes. Event management is focused on

generating and detecting meaningful notifications about the status of the IT infrastructure and services.

Transformationfrom technology to business service-oriented management

Comprehensive Infrastructure (System & Network) Monitoring & Management

Application Performance Management, Network Flow, Application Response

Ph

ase

s

CA Performance Center Management & CA Service OperationsInsight

Att

rib

ute

s

Application-aware Service-aware

• Consolidate tools:• Fault (CA Spectrum)• Performance (CA eHealth)

• Monitor entire infrastructure • >6,000 Devices

45 Copyright ©2011 CA. All rights reserved.

• Executive Dashboards (CA Performance Management)

Complete , integrated view of critical services (CA Service Operations Insight)

applications• infrastructure

• Prioritization of escalations & actions based on services (CA Service Operations Insight & CA Service Desk/CMDB)

• Transparency across the organization

Infrastructure-aware Incident-aware

• Implement Event & Incident Management processes

• Provide instructions for notification & escalation process for NOC

• Implement CA Application Performance Management- Transaction behavior & application

components- Database (CA Insight DPM)

• Implement enterprise wide network traffic & app. response monitoring

- CA Network Flow Analysis, Unified Communications Monitor & Application Delivery Analysis

Define Operating Model Processes

& CentralizeManagement


SummaryA Few Words to Review

Key topics

Process drives procedure

How Event Management Fits into IT Service Management

Find the Right Tools & Execute

Unite Monitoring Efforts drives the power of payback

Findings

Team specific tools

Typically only available to that team

Minimal data from other areas

Less robust lacking trending, reporting and integration

Experiences

There is a real transition happening from within as Enterprise Monitoring becomes more and more an Internal Service Provider


Q & A will be held at “meet the Experts” station on the exhibition floor


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For Informational Purposes Only

This presentation was based on current information and resource allocations as of August 2014 and is subject to change or withdrawal by CA at any time without notice. Not withstanding anything in this presentation to the contrary, this presentation shall not serve to (i) affect the rights and/or obligations of CA or its licensees under any existing or future written license agreement or services agreement relating to any CA software product; or (ii) amend any product documentation or specifications for any CA software product. The development, release and timing of any features or functionality described in this presentation remain at CA’s sole discretion. Notwithstanding anything in this presentation to the contrary, upon the general availability of any future CA product release referenced in this presentation, CA will make such release available (i) for sale to new licensees of such product; and (ii) to existing licensees of such product on a when and if-available basis as part of CA maintenance and support, and in the form of a regularly scheduled major product release. Such releases may be made available to current licensees of such product who are current subscribers to CA maintenance and support on a when and if-available basis. In the event of a conflict between the terms of this paragraph and any other information contained in this presentation, the terms of this paragraph shall govern.

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ca world 2014 - monitoring complex networks

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