concord customer case study - using ehealth - titus weber, isis multimedia net gmbh & co. kg...
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Concord CustomerCase Study
- Using eHealth -
Titus Weber, ISIS Multimedia Net GmbH & Co. KG
Partner Conference, Rome – Italy, 7th March 2002
Dipl.-Inf. Titus Weber - ISIS Multimedia Net
tweber@linux:~> whoami
ISIS Multimedia Net
Problems to solve
Why eHealth ?
eHealth @ ISIS
Future plans
Dipl.-Inf. Titus Weber - ISIS Multimedia Net
tweber@linux:~> whoamitweber@linux:~> whoami
Titus Weber Study of Computer Science
(University of Magdeburg) Dissertation: Network and
Performance Management ISIS: since May 1998 Senior Network Operator Project manager: Performance
Management and Network Analysis
http://www.titus-weber.de.vu
mailto: [email protected]
Dipl.-Inf. Titus Weber - ISIS Multimedia Net
ISIS Multimedia NetISIS Multimedia Net
1994: ISIS founded 1st German Citycarrier 1996: Corporate Networks 1998: ISO 9001 certified (Quality
Management) 1999: Telecomm. Company,
District Duesseldorf 2000: € 58.3 Mio. turnover 2001: 55,000 customers Network: 140,000 km optical fiber 350 employees
ISIS Multimedia Net GmbH & Co. KG
Kaistrasse 6
40221 Duesseldorf
Germany
http://www.isis.de
Dipl.-Inf. Titus Weber - ISIS Multimedia Net
ISIS Multimedia NetISIS Multimedia Net
isiWAY
WWW.
isiONLINE
isiMEDIA
isiSYSTEMS
Leased Lines/CN Managed Bandwidth
Local Network Infrastructure
Projects
Phone Analog/ISDN
Multifunction Access
Internet/Firewalls Hosting/Publishing
isiFON
ISIS Scope of Services
isiMED Medical
Networks
Dipl.-Inf. Titus Weber - ISIS Multimedia Net
ISIS Multimedia Net: Customers (Extract)ISIS Multimedia Net: Customers (Extract)
Dipl.-Inf. Titus Weber - ISIS Multimedia Net
ISIS Multimedia Net: Carrier CooperationsISIS Multimedia Net: Carrier Cooperations
Dipl.-Inf. Titus Weber - ISIS Multimedia Net
ISIS Multimedia Net: Management ScenarioISIS Multimedia Net: Management Scenario
CarrieCarrier r SysteSystemm
Customer Customer SystemSystem
Customer Customer SystemSystem
VoiceVoice
PBX (HICOM)
DataData
Carrier Carrier SystemSystem
Umbrella Network and System ManagementUmbrella Network and System Management
CarrierNetworks
Fiber Optics Net Own
Networks
Hubs/Bridges Server Router/SwitchesPBA/PBXVoice- Switch(Siemens EWSD)
Customer Networks FR/LAN
SDH/ATM
Dipl.-Inf. Titus Weber - ISIS Multimedia Net
ISIS Multimedia Net: TOCISIS Multimedia Net: TOC
TOC - Technical Operation Center Network-, System-
and Application Management
24 hours/day,
365 days/year Trouble Shooting 2nd Level Support Performance
Management and Network Analysis
Dipl.-Inf. Titus Weber - ISIS Multimedia Net
Problems to solve / Request for a tool Problems to solve / Request for a tool
ISIS = Service Provider Service Level Agreements (SLA) !!!
Availability Error stats Bandwidth utilization
Automatic / scheduled reporting Report per day, week, month or custom Customizable reports Support for all IP based elements in use at ISIS Non IP elements (ASCII-Import ?) Traffic Accountant needs: account IP volume per
node or subnet for a specified time period
Dipl.-Inf. Titus Weber - ISIS Multimedia Net
Further DemandsFurther Demands
Easy to configure (new elements) Easy to use end user interface (web based) Account based access to end user interface
(possibility for customers to login and create reports for his own circuits & systems)
Traffic Accountant: itemized bills (conversations, protocols used, ...)
Database: ready for big amount of data, open interface
Database: high reliability System Management (Server Monitoring)
Dipl.-Inf. Titus Weber - ISIS Multimedia Net
Solutions reviewedSolutions reviewed
Quallaby PerfAgent
DeskTalk Trend
Concord Communications Network Health
Hewlett Packard NetMetrix & HP OpenView NNM
Half a year of testing and comparing:
Dipl.-Inf. Titus Weber - ISIS Multimedia Net
Why eHealth ? Our results:Why eHealth ? Our results:
Easy to use and configure ? SLA ready ? Web based UI ? Account based web UI ? Reporting, scheduled reporting ? Customizable reports ? Remote poller possibility ? Range of devices supported ? Unix based console for config. ? System management ? Database performance ? Non IP based: ASCII-Import ? Traffic Accountant ?
++++++++-++++++--
Dipl.-Inf. Titus Weber - ISIS Multimedia Net
eHealth @ ISISeHealth @ ISIS
Network Health ConsoleNetwork Health Console
ReportsReports
TrafficAccountant
TrafficAccountant
LAN/WANLAN/WAN
ATMATM FrameRelay
FrameRelay
Rout
er/S
witc
hRo
uter
/Swi
tch
Serv
erSe
rver
Rem
ote
Acce
ss
Rem
ote
Acce
ss
(Pol
ler,
DB,
Lmgr
, etc
.)
(Pol
ler,
DB,
Lmgr
, etc
.)
Implemented: July 1998 (ICS Munich) approx. 1,600 licenses
Actually v4.7.1 HP-UX server (act. v11.0)
Dipl.-Inf. Titus Weber - ISIS Multimedia Net
eHealth @ ISISeHealth @ ISIS
Network Health ATM / Frame Relay: customer
circuits Availability Error stats Bandwidth utilization
Bandwidth control for WAN circuits Router, Switches Important Router / Switch port stats LAN stats Weekly and monthly based Health
Reports for customers
Dipl.-Inf. Titus Weber - ISIS Multimedia Net
eHealth @ ISISeHealth @ ISIS
System Health SystemEDGE agent for all Unix
systems Compaq Insight Manager (CIM)
agent for all WinNT and Novell systems
Customized reports for all important server characteristics for internal monthly reporting
SystemEDGE Monitoring eHealth processes
and important jobs Integrated per SNMP traps into
the HP OVO
Dipl.-Inf. Titus Weber - ISIS Multimedia Net
eHealth @ ISISeHealth @ ISIS Traffic Accountant (TA)
1999: LAN probe based – but probe data was incorrect Late 1999: Migration from probe to Cisco Netflow based TA eHealth Netflow Import for accounting internet customer traffic Big amount of data: over 100,000 nodes in database in a few days Server and database encountered growth problems:
Polling can’t complete before next poll begins Rollups not completing at night – takes up to 12 hours !!! “Fork failed for netflow import”, “NH Server stopped unexpectedly” and restarts often a day
Result: TA / Netflow import disabled since early 2000 Workaround: script and cron based TA, developed at ISIS Working together with Concord to solve the problem
Summer 2001: Participated in beta test cycle for Release 5.x Still the same problems - TA / Netflow import still disabled To be continued … never ending story ???
Dipl.-Inf. Titus Weber - ISIS Multimedia Net
How it works together ...How it works together ... eHealth:
Historical and trend reporting Customer & SLA reporting (Traffic Accountant)
HP Open View NNM: Graphical network view and node status
Other element managers Lucent, Marconi, Siemens, ...
HP Open View Operations (OVO): Main management console Event manager for all systems and element
managers Agilent Advisor
Real time network analysis and 7 layer protocol decoding, LAN/WAN
Dipl.-Inf. Titus Weber - ISIS Multimedia Net
ROIROI
SLA monitoring for: Customer circuits Server systems
Reporting for circuits / leased lines per customer request
Proactive bandwidth control (Health Reports)
eHealth reports gives the answer to the statement:
“I can’t work – there must be a problem with the network.”
“The fault is not the network.” “The fault is not the server.”
Dipl.-Inf. Titus Weber - ISIS Multimedia Net
Future PlansFuture Plans
Upgrade to eHealth 5.0.2 Server- and process monitoring in firewall
protected internet segment Integration of Marconi SDH (MV38)
Non IP and non SNMP based !!! Proprietary protocol (Q3) ASCII-Import (Concord / Partner ?)
Integration of Lucent Anymedia DSL Testing Application Response VLAN monitoring and reporting