Automated SLA monitoring tool

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

Project Guide: Angad Maurya
Dr. N. P. Dhavale Preethi Balkrishnan
Deputy General Manager M. Santosh Kumar
INFINET and Services Sunny Mehrotra
Surbhi
Ved Prakash

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 Development and Research in
Banking Technology (IDRBT), Hyderabad from May 14 to July 5, 2012.
He was assigned the project “Automated tool for SLA Monitoring
and for evaluating the performance of IT vendors” under the guidance of
the INFINET (Indian Financial Network) Department of IDRBT. During the
course of the project he has undertaken a study of the RBI SLA (Service
Level system) system, HTML and SQL.
In this project assigned to Mr. Ved Prakash has done excellent work.
We wish him all the best in all him endeavours.

N.P. Dhavale
(Project Guide)

Deputy General Manager
INFINET and Services
IDRBT, Hyderabad

Institute for Development and Research in Banking Technology Page 1 of 25

Project Report

ACKNOWLEDGEMENT

I would like to express my sincere gratitude to the Institute for Development and Research
in Banking Technology (IDRBT) and particularly Dr.N.P. Dhavale,(DGM , INFINET and Services)
who was my guide in this project. This opportunity of learning all the nuances of a banking
platform and a major SLA (Service level Agreement) system application of the country was a boon
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 unique organisation being a combination 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 banking and non-banking systems, playing a role of an NGO (without
being one) and many more varied activities.

I am extremely grateful to Dr. N.P.Dhavale for his advice, innovative suggestions and
supervision. I thank him for introducing me to an excellent banking application and giving me the
opportunity to approach diverse sections of people starting from bankers to general public.

I am thankful to thestaff of INFINET 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
amazing platform for students to work in real application oriented research. Finally, I thank one
and all who made this project successful either directly or indirectly.

I am very thankful to Ms. Anuraddha Madam and Shri Shrihari Sir with whom I worked
throughout my stint at IDRBT and the project was possible only with their cooperation.

Ved Prakash
Project Trainee
Department of INFINET
IDRBT, Hyderabad


Project Report

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


Project Report

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. Office City Uptime MTTR(HH:MM)
Data Center and DRS
1 All 12 Locations 99.99% 00:00
Cell

Penalty at category 1 Locations will be arrived based on total payout to
respective vendors

Level of Network
Amount payable for supply of IP VPN
Uptime for a
Bandwidth/ network
given location
Mangement/Maintainence
per month
>99.99% to 100% 100% of Purchase Order Value
>99.94% to
90% of Purchase Order Value
<=99.99%
>99% to
80% of Purchase Order Value
<=99.94%
<99% No payment of Rental Charges

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


Project Report

(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:

Guaranteed Jitter
NO. Applications
Delivery sensitive
1 VOICE(IP telephone) Yes Yes
Less than 0.5%
2 Business Application No
packets loss
Other application (Antivirus /mail/other Less than 1%
3 No
intranet application) packets loss


Project Report

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


Project Report

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.


Project Report

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.


Project Report

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.


Project Report

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 user’s 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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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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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.


Project Report

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 provider’s daily
report, its monthly report and the ICMS’s 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.


Project Report

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 provider’s SLA.


Project Report

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.


Project Report

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. It’s 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.


Project Report

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.


Automated SLA monitoring tool

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