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Copyright © 2015 John, Wiley & Sons, Inc. All rights reserved.
12-1
FitzGerald ● Dennis ● Durcikova
Prepared by Taylor M. Wells: College of Business Administration, California State University, Sacramento
Chapter 12
Network Management
BUSINESS DATA
COMMUNICATIONS &
NETWORKING
Copyright © 2015 John, Wiley & Sons, Inc. All rights reserved.
12-2
Outline
• What Do Network Managers Do?
• Designing for Network Performance
• Network Management Standards
• Managing Network Traffic
• Configuration Management
• Performance Management
• End User Support
• Cost Management
• Implications for Management
Copyright © 2015 John, Wiley & Sons, Inc. All rights reserved.
12-3
Network Management
• Network management is the process of operating,
monitoring, and controlling the network to ensure it works
as intended and provides value to its users
Copyright © 2015 John, Wiley & Sons, Inc. All rights reserved.
12-4
What Do Network Managers Do?
Operational Tasks
• Manage the day-to-day operations of the network
• Provide support to network users
• Ensure the network is operating reliably
• Evaluate and acquire network hardware, software,
and services
• Manage the network technical staff
• Manage the network budget, with emphasis on
controlling costs
Copyright © 2015 John, Wiley & Sons, Inc. All rights reserved.
12-5
What Do Network Managers Do?
Strategic Tasks
• Develop a strategic (long-term) networking and voice
communications plan to meet the organization’s
policies and goals
• Keep abreast of the latest technological developments
in computers, data communications devices, network
software, telephone technologies, and the Internet
• Assist senior management in understanding the
business implications of network decisions and the role
of the network in business operations
Copyright © 2015 John, Wiley & Sons, Inc. All rights reserved.
12-6
Designing for Network Performance
• Managed Networks
– Managed devices
• Provide the features of unmanaged devices, plus the
ability to configure, manage, and monitor the
device
• More expensive initial investment, but may save
money in management
• Can report when issues arise
Copyright © 2015 John, Wiley & Sons, Inc. All rights reserved.
12-7
Designing for Network Performance
• Device management software (point management
software)
– Allows manager to monitor performance and
configuration of devices on network
• System management software
• Application management software
Copyright © 2015 John, Wiley & Sons, Inc. All rights reserved.
12-8
Designing for Network Performance
Copyright © 2015 John, Wiley & Sons, Inc. All rights reserved.
12-9
Network Management Standards
• Simple network management protocol (SNMP)
– Most commonly used protocol for managing network
devices
– The network management software uses SNMP to
communicated with software agents on managed
devices
– Data is stored in management information base
(MIB)
Copyright © 2015 John, Wiley & Sons, Inc. All rights reserved.
12-10
Network Management Standards
Copyright © 2015 John, Wiley & Sons, Inc. All rights reserved.
12-11
Managing Network Traffic
• Load balancing
– Spreads traffic to devices in server farm (or cluster)
Copyright © 2015 John, Wiley & Sons, Inc. All rights reserved.
12-12
Managing Network Traffic
• Traffic shaping
– By protocol or application
• Blocking or limiting similar to quality of service
(QoS)
– By source/destination
• Limiting bandwidth for some users
0
10
20
Mbps
Unlimited
0
10
20
Mbps
Limited to 10 Mbps
Copyright © 2015 John, Wiley & Sons, Inc. All rights reserved.
12-13
Managing Network Traffic
• Content Caching
Copyright © 2015 John, Wiley & Sons, Inc. All rights reserved.
12-14
Managing Network Traffic
• Content delivery (or distribution) network (CDN)
– Serve content from servers closest to request
– e.g., Akamai
Copyright © 2015 John, Wiley & Sons, Inc. All rights reserved.
12-15
Configuration Management
• Configuring Network and Clients
– Adding and deleting user accounts
– Updating software on client computers
– Desktop Management
• Documenting Configuration
– Network diagrams
– Network components
– Network software
– User/application profiles
Copyright © 2015 John, Wiley & Sons, Inc. All rights reserved.
12-16
Configuration Management
Copyright © 2015 John, Wiley & Sons, Inc. All rights reserved.
12-17
Performance Management
• Many organizations use dedicated network operations
centers (NOCs) to monitor networks using network
management software
Copyright © 2015 John, Wiley & Sons, Inc. All rights reserved.
12-18
Performance Management
• Failure control and service management
– Help desk
– Trouble tickets
– Problem tracking
– Problem statistics
Ticket
Number
Priority Issue Date
Submitted
Status Assigned
To
11793 1 -HIGH WAN circuit #1 down 31 Jul OPEN Alan
11794 2 - MEDIUM DNS #2 server slow 31 Jul CLOSED Alex
11795 3 - LOW Computer needs more
RAM
30 Jul OPEN Alex
Copyright © 2015 John, Wiley & Sons, Inc. All rights reserved.
12-19
Performance Management
• Statistics
– Availability (uptime)
– Downtime
– Mean time between failures (MTBF)
Mean
Time to
Diagnose
Mean
Time to
Respond
Mean
Time to
Fix
Mean
Time to
Repair
Copyright © 2015 John, Wiley & Sons, Inc. All rights reserved.
12-20
Performance Management
• Quality control chart
0
200
400
600
800
1000
1200
1400
1600
1800
2000
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16
Circuit A
Circuit B
Circuit C
Circuit C
had new
hardware
here
Circuit B
moved to
new
microwave
channel
Circuit A is
deteriorating
Copyright © 2015 John, Wiley & Sons, Inc. All rights reserved.
12-21
End User Support
• Solving the problems users encounter while using the
network
• Major sources of problems with user equipment
– Hardware device failures, generally easiest to fix
– Lack of user knowledge on proper operation, also
easier to fix
– Problems with software, software settings or software
incompatibility, generally hardest to fix
• Training is an ongoing responsibility of network manager
Copyright © 2015 John, Wiley & Sons, Inc. All rights reserved.
12-22
Cost Management
• Total Cost of Ownership (TCO)
– A measure of direct and indirect costs to operate a device (e.g.,
computer) per year
– Includes cost of
• Repairs and software/hardware upgrades
• Support staff (maintain, install, administer, etc.)
• Training and technical support
• Time “wasted” by the user when problems occur
– TCO of a Windows computer
• Estimated to be $5,000 and $10,000 per computer per year
• Largest component is lost time
– Some alternative measures (e.g., NCO) only include direct costs
• Estimated at $1,500 – $3,500 per computer per year
Copyright © 2015 John, Wiley & Sons, Inc. All rights reserved.
12-23
End User
Support
31%
Systems
Management
38%
Client
Computers
9%
Network
Devices
9%
Application
Software
8%
Other
5%
Network Costs
Cost Management
• Largest costs are personnel, not hardware
Copyright © 2015 John, Wiley & Sons, Inc. All rights reserved.
12-24
Cost Management
• Cost reduction steps
– Develop standard hardware/software configurations for
client computers, servers, and network devices
– Automate as much of the network management process as
possible
– Reduce the cost of installing new hardware/software by
working with vendors
– Centralize help desks
– Move to thin client or cloud-based architectures
Copyright © 2015 John, Wiley & Sons, Inc. All rights reserved.
12-25
Implications for Management
• Network management requires technical understanding
and management skills
• Managers must explain the business value of the networks
to justify its increasing cost
• Network management is increasing its complexity
• Qualified personnel costs much more than hardware

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009705432.pdf

  • 1. Copyright © 2015 John, Wiley & Sons, Inc. All rights reserved. 12-1 FitzGerald ● Dennis ● Durcikova Prepared by Taylor M. Wells: College of Business Administration, California State University, Sacramento Chapter 12 Network Management BUSINESS DATA COMMUNICATIONS & NETWORKING
  • 2. Copyright © 2015 John, Wiley & Sons, Inc. All rights reserved. 12-2 Outline • What Do Network Managers Do? • Designing for Network Performance • Network Management Standards • Managing Network Traffic • Configuration Management • Performance Management • End User Support • Cost Management • Implications for Management
  • 3. Copyright © 2015 John, Wiley & Sons, Inc. All rights reserved. 12-3 Network Management • Network management is the process of operating, monitoring, and controlling the network to ensure it works as intended and provides value to its users
  • 4. Copyright © 2015 John, Wiley & Sons, Inc. All rights reserved. 12-4 What Do Network Managers Do? Operational Tasks • Manage the day-to-day operations of the network • Provide support to network users • Ensure the network is operating reliably • Evaluate and acquire network hardware, software, and services • Manage the network technical staff • Manage the network budget, with emphasis on controlling costs
  • 5. Copyright © 2015 John, Wiley & Sons, Inc. All rights reserved. 12-5 What Do Network Managers Do? Strategic Tasks • Develop a strategic (long-term) networking and voice communications plan to meet the organization’s policies and goals • Keep abreast of the latest technological developments in computers, data communications devices, network software, telephone technologies, and the Internet • Assist senior management in understanding the business implications of network decisions and the role of the network in business operations
  • 6. Copyright © 2015 John, Wiley & Sons, Inc. All rights reserved. 12-6 Designing for Network Performance • Managed Networks – Managed devices • Provide the features of unmanaged devices, plus the ability to configure, manage, and monitor the device • More expensive initial investment, but may save money in management • Can report when issues arise
  • 7. Copyright © 2015 John, Wiley & Sons, Inc. All rights reserved. 12-7 Designing for Network Performance • Device management software (point management software) – Allows manager to monitor performance and configuration of devices on network • System management software • Application management software
  • 8. Copyright © 2015 John, Wiley & Sons, Inc. All rights reserved. 12-8 Designing for Network Performance
  • 9. Copyright © 2015 John, Wiley & Sons, Inc. All rights reserved. 12-9 Network Management Standards • Simple network management protocol (SNMP) – Most commonly used protocol for managing network devices – The network management software uses SNMP to communicated with software agents on managed devices – Data is stored in management information base (MIB)
  • 10. Copyright © 2015 John, Wiley & Sons, Inc. All rights reserved. 12-10 Network Management Standards
  • 11. Copyright © 2015 John, Wiley & Sons, Inc. All rights reserved. 12-11 Managing Network Traffic • Load balancing – Spreads traffic to devices in server farm (or cluster)
  • 12. Copyright © 2015 John, Wiley & Sons, Inc. All rights reserved. 12-12 Managing Network Traffic • Traffic shaping – By protocol or application • Blocking or limiting similar to quality of service (QoS) – By source/destination • Limiting bandwidth for some users 0 10 20 Mbps Unlimited 0 10 20 Mbps Limited to 10 Mbps
  • 13. Copyright © 2015 John, Wiley & Sons, Inc. All rights reserved. 12-13 Managing Network Traffic • Content Caching
  • 14. Copyright © 2015 John, Wiley & Sons, Inc. All rights reserved. 12-14 Managing Network Traffic • Content delivery (or distribution) network (CDN) – Serve content from servers closest to request – e.g., Akamai
  • 15. Copyright © 2015 John, Wiley & Sons, Inc. All rights reserved. 12-15 Configuration Management • Configuring Network and Clients – Adding and deleting user accounts – Updating software on client computers – Desktop Management • Documenting Configuration – Network diagrams – Network components – Network software – User/application profiles
  • 16. Copyright © 2015 John, Wiley & Sons, Inc. All rights reserved. 12-16 Configuration Management
  • 17. Copyright © 2015 John, Wiley & Sons, Inc. All rights reserved. 12-17 Performance Management • Many organizations use dedicated network operations centers (NOCs) to monitor networks using network management software
  • 18. Copyright © 2015 John, Wiley & Sons, Inc. All rights reserved. 12-18 Performance Management • Failure control and service management – Help desk – Trouble tickets – Problem tracking – Problem statistics Ticket Number Priority Issue Date Submitted Status Assigned To 11793 1 -HIGH WAN circuit #1 down 31 Jul OPEN Alan 11794 2 - MEDIUM DNS #2 server slow 31 Jul CLOSED Alex 11795 3 - LOW Computer needs more RAM 30 Jul OPEN Alex
  • 19. Copyright © 2015 John, Wiley & Sons, Inc. All rights reserved. 12-19 Performance Management • Statistics – Availability (uptime) – Downtime – Mean time between failures (MTBF) Mean Time to Diagnose Mean Time to Respond Mean Time to Fix Mean Time to Repair
  • 20. Copyright © 2015 John, Wiley & Sons, Inc. All rights reserved. 12-20 Performance Management • Quality control chart 0 200 400 600 800 1000 1200 1400 1600 1800 2000 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 Circuit A Circuit B Circuit C Circuit C had new hardware here Circuit B moved to new microwave channel Circuit A is deteriorating
  • 21. Copyright © 2015 John, Wiley & Sons, Inc. All rights reserved. 12-21 End User Support • Solving the problems users encounter while using the network • Major sources of problems with user equipment – Hardware device failures, generally easiest to fix – Lack of user knowledge on proper operation, also easier to fix – Problems with software, software settings or software incompatibility, generally hardest to fix • Training is an ongoing responsibility of network manager
  • 22. Copyright © 2015 John, Wiley & Sons, Inc. All rights reserved. 12-22 Cost Management • Total Cost of Ownership (TCO) – A measure of direct and indirect costs to operate a device (e.g., computer) per year – Includes cost of • Repairs and software/hardware upgrades • Support staff (maintain, install, administer, etc.) • Training and technical support • Time “wasted” by the user when problems occur – TCO of a Windows computer • Estimated to be $5,000 and $10,000 per computer per year • Largest component is lost time – Some alternative measures (e.g., NCO) only include direct costs • Estimated at $1,500 – $3,500 per computer per year
  • 23. Copyright © 2015 John, Wiley & Sons, Inc. All rights reserved. 12-23 End User Support 31% Systems Management 38% Client Computers 9% Network Devices 9% Application Software 8% Other 5% Network Costs Cost Management • Largest costs are personnel, not hardware
  • 24. Copyright © 2015 John, Wiley & Sons, Inc. All rights reserved. 12-24 Cost Management • Cost reduction steps – Develop standard hardware/software configurations for client computers, servers, and network devices – Automate as much of the network management process as possible – Reduce the cost of installing new hardware/software by working with vendors – Centralize help desks – Move to thin client or cloud-based architectures
  • 25. Copyright © 2015 John, Wiley & Sons, Inc. All rights reserved. 12-25 Implications for Management • Network management requires technical understanding and management skills • Managers must explain the business value of the networks to justify its increasing cost • Network management is increasing its complexity • Qualified personnel costs much more than hardware