IBM Software Group IBM Tivoli Network Management Lecture

IBM Software Group IBM Tivoli Network Management Lecture – Session 2 Agenda IBM Tivoli Network Event/Fault Management - by Camille Louis IBM Tivoli Network Performance Management - by Tom Kane IBM Tivoli Service Quality Management - by Kundan Kolhe

IBM Software Group IBM Tivoli Network Event/Fault Management January 20, 2011 Camille Louis, Tivoli Accelerated Value Specialist 2

IBM Software Group A Software Family Tree IBM Tivoli Various (Candle etc) Collation MRO Micromuse Net. Ops 2000 Watchmark Metrica 2004 Comnitel 2003 Riversoft 2002 Quallaby 2005 Vallent 2007 Tivoli/Netcool 3

IBM Software Group Hardware BUSINESS SERVICE MANAGEMENT - Visibility of Business Impact Tivoli Business Service Manager EVENT MANAGEMENT - Correlation and Enrichment of Events 3 rd party OMNIBUS / IMPACT MONITORING - Real-time monitoring and analysis Network Topologies Systems, Resources, Applications, User Experience ITM OS ITNM ITCAM Databases Applications Middleware J 2 EE & SOA Response Times Network Assurance Wired Network Common Reporting (TCR) CCMDB, TADDM, Service. Desk Event and Network Management Wireless Network 4

IBM Software Group Network Monitoring ITNM = IBM Tivoli Network Manager Network Monitoring, Root Cause Analysis and Reporting 5

IBM Software Group Network Topology & RCA Automatic Discovery of Topology – Devices – Relationships between devices Evaluation and correlation of alerts – Symtoms and Impact – Root-cause analysis (RCA) Symptoms Outage Root Cause 6

IBM Software Group Event Management OMNIBUS = Manager of Managers 4 Receive of all IBM and Non-IBM events from multiple sources 4 Consolide and offer the mechanisms to manage the events

IBM Software Group Netcool OMNIbus - Carrier Class Architecture

IBM Software Group Netcool/Impact Dynamic Contextual Information Drives Automated Action Policies, Logic Universal Integrations Contextual Information “Netcool/Impact hands us the knowledge … it was instrumental for us to gain real, very noticeable efficiencies. With Impact, the sky is the limit. ” - IT Director, US-based communications service provider 9 Automated Actions IBM Tivoli Netcool/Impact arms you to overcome complex barriers by automatically pulling together data across multiple systems, then automate your tasks and actions

IBM Software Group Event and Network Management Summary Dramatic Business Bottom-Line Impact >10 M Customer Satisfaction & Operational Efficiency # Events Netcool Advanced Data Processing Delivers Business & Service Assurance and Increased Operations Efficiency Through Massive Event Reduction and Prioritization >1 k >100 OPEX >10 Event Collection/Consolidation Maximum Event Generation Probes and Monitors 10 Probe & Monitor Level Event Filtering & Suppression Auto ‘Clear’ Events Event De-duplication State-based Correlation Automated Resolution Device-based RCA Topology-Based RCA

IBM Software Group Useful Links: Xtreme Leverage: http: //w 3 -103. ibm. com/software/xl/myportal Products Tivoli Automation Tivoli Talk: https: //w 3. tap. ibm. com/medialibrary/logon? auth_required=2&referer=%2 Fmedialibrary%2 Fmedia_set_view%3 Fid%3 D 64 30 Support Technical Exchange http: //www-01. ibm. com/software/sysmgmt/products/support/supp_tech_exch. html Enablement GSA Network Management 1: http: //ausgsa. ibm. com/projects/t/ttec/public/Network%20 Management%20 Proviso/ Network Management 2: http: //ausgsa. ibm. com/projects/t/ttec/public/Network_and_Service_Assurance/ WIKI Network Management : https: //w 3. tap. ibm. com/w 3 ki 07/display/IBMSM/Event%20 and%20 Network%20 Management Event Management : https: //w 3. tap. ibm. com/w 3 ki 07/display/IBMSM/Consolidated%20 Operations%20 Management Cattail Network Management http: //cattail. boulder. ibm. com/cattail/#view=markarms@ie. ibm. com Event Management : http: //cattail. boulder. ibm. com/cattail/#view=patrick. bullen@uk. ibm. com 11

IBM Software Group Additional Slides

IBM Software Group Network Monitoring Features Scalable Network Discovery and Centralized Data Repository Extendable discovery for layers 1*, 2 & 3 devices, interfaces and connectivity Broad support; IP, HSRP, CDP, Ethernet, VLAN, MPLS IP VPNs, OSPF, BGP, Layer 2 Ethernet VPNs, IP over ATM Dynamic, always active and event driven to detect network change as it occurs Comprehensive Network Visualization and Topology Modeling Web based UI showing network layer 1*, 2 and 3 topology and connectivity Auto-partitioning the network with multiple views that makes navigation easier Integration to launch third-party OAM tools for further diagnostics Accurate Monitoring and Root-cause Analysis Automatic targeting & configuration of network monitoring Correlation of events based upon the network connectivity Identification and isolation of root cause & symptom events Accurate Monitoring and Root-cause Analysis Automatic targeting & configuration of network monitoring

IBM Software Group Business Goals: Gain visability of Applications cross domains 4 Reduce Silo management by technology 4 Lower long MTTR due to poor problem identification 4 Create single console end 2 end view of application performance & availability across Mainframe, systems, security, network, applications, web transactions 4 Increase the reaction time by shunting the incidents 4 Prevent and to anticipate the customers calls € 32. 2 billion Consumer Credit, Credit Card processing, Financial services. All revenue is dependant on transactions being processed. € 489 million GP ‘ 04 50+ years experience 21 countries worldwide 18 m Aurore Cardholders Netcool Solutions: Executive & Operations Dashboards: 4 Event enrichment with problem resolution history from database. 4 Event normalization – transparent to users who have same format 4 Contact details, operational & business metrics, business KPIs 4 Business Impact analysis - Customers, Applications… 4 Prioritised response by impact 4 Automated service modeling (SLAM, Impact, database) 4 Application service level reporting 4 Model & Monitor all steps in transaction process 4 Transactions monitoring (ISM) Results: Reduced Costs with NEW application process visibility & improved process efficiency = Revenue Retention 4 Implemented core applications in just 3 months with only 3 engineers 4 Implemented remaining 32 applications ‘In House’ 4 Realized improved MTTR (50%) after just 15 days 4 Improved existing staff productivity 4 Improved L 1, L 2 & L 3 support 4 Consolidated 8 platforms + In-house applications in a single console

IBM Software Group Architecture OMNIbus Web GUI V 7. 3 aggregates data in Web server. It does not require data aggregation on Object. Server level to support multiple data sources for OMNIbus Web GUI components. Webtop Display Server Clustered Object Servers North America Webtop Display Server Clustered Object Servers Europe from North America from Pacific Rim Clustered Object Servers Pacific Rim 15

IBM Software Group IBM Tivoli Network Performance Management January 20, 2011 Tom Kane, Tivoli Accelerated Value Leader

IBM Software Group IBM Tivoli Netcool Performance Manager What is TNPM? Monitor network performance then quickly isolate, analyze, and resolve serviceaffecting problems with: 4 Operational reporting – real-time operational data and monitoring views Consume network performance data for strategic and capacity planning through: 4 Business Intelligence reporting – powerful adhoc reports using TCR/Cognos End-to-end network performance reporting Streaming analytics for real-time aggregation and threshold monitoring Proven, scalable distributed architecture 150+ commercially-off-the-shelf (COTS) technology packs or TPDK to develop your own

IBM Software Group History of Products and Companies Micromuse (acquired by IBM 2006) 4 Quallaby (acquired 2005) Proviso Vallent (acquired by IBM 2007) 4 Watchmark (acquired Locomotive Mobile International in 2002) Prospect 4 Comnitel (acquired by Watchmark 2003) Service Assurance 4 Metrica (acquired by Watchmark 2004) NPR (Network Performance Reporting) MPM (Metrica Performance Manager)

IBM Software Group IBM Products Current Products: 4 Netcool/Proviso provides performance visibility for IP/wireline networks. Part of the Tivoli Netcool Performance Manager offering, Netcool/Proviso is used by Tier 1 and 2 service providers and large enterprises worldwide to manage their mission critical networks. 4 Tivoli Netcool Performance Manager for Wireless IBM Tivoli® Netcool® Performance Manager for Wireless provides performance metrics to manage all aspects of a Service Provider’s wireless network infrastructure. It offers a complete, near real-time view of critical performance metrics to manage efficiently multi-vendor, multitechnology networks and to help manage proactively the quality of services. Legacy products: 4 Prospect 4 Network Performance Reporting (NPR) 4 Metrica Performance Manager

IBM Software Group What is Tivoli Netcool Performance Manager? 4 Solution Bundle Netcool/Proviso 4. 4. 3, all the GA Netcool/Proviso App Packs up through 4. 3 V, Tivoli Netcool Performance Manager for Wireless 9. 1. 2 including it’s Tech Packs 4 Tivoli Netcool Performance Manager (TNPM) enables service providers and enterprises to manage network performance of both fixed and mobile networks. It provides a comprehensive, flexible and scalable performance management system that supports complex, multi-vendor, multi-technology networks while providing increased visibility into total network performance. The target market for TNPM is tier 1, 2 and 3 service providers, enterprises with networks of over 500 devices including Utilities implementing Smart Grids. 4 With TNPM, customers can consolidate performance management (PM) tools to a single vendor solution for lower cost of ownership. The solution enables organizations to move toward convergence and next-generation networks at their own pace—whilst continuing to support existing mature technologies. 4 Tivoli Netcool Performance Manager supports IBM Service Management goals, which concentrate on visibility, control, and automation. Tivoli Netcool Performance Manager helps CSPs, enterprises and Utilities to obtain greater visibility into wireline and wireless network performance, network health, and then leverage that information to better control network quality and automate common operations tasks.

IBM Software Group TNPM Evolution Wireline App Packs Database (Oracle) (Current) Administration Wireline PM Core Distinct Administration, Core expertise, Tech Pack design, Installation… Wireless Tech Packs Administration Wireless PM Core Database (Oracle) (Future) Domain expertise remains distinct at the Tech Pack level (reports, KPIs…) Wireline Tech Packs Database (Oracle) Wireless Tech Packs TNPM Core Administration Common Administration, Core expertise, Tech Pack design, Installation…

IBM Software Group TNPM Roadmap Strategy Analytical Modeling & Information Reports Ad-hoc Queries Operational Reports Bus Process & Event Mgmt Warehouse Data Sources Streaming Analytics of Data in Motion BI Datamart Improve Business Analysis (longer time to action) Improve Situational Awareness (short time to action) 22 Planning Scorecarding

IBM Software Group TNPM Strategy Customer Value Provide incremental stream of customer business value Leverage Industry skills, knowledge, etc Focus investment on State of the Art Service Assurance Faster time to market Leverage IBM’s Investment in Industry leading Products Exponential capabilities via leveraged products and technology Harvest IBM’s Research Investment in technology April 2010 Where we came from Future wireless TNPM PM Focus Apps Server Reporting wireline Two acquired products 4 Both with excellent but different capabilities 4 Proprietary Software; various application servers, languages, futureproofness! 4 Diluting PM competence to maintain evolution of custom visualisation/reporting layers (etc) Industry leading App Server – 4 Tivoli preferred/huge generic investment 4 Common across Tivoli 4 Supports open standards Consume continuously evolving TIP/TCR/Cognos Roadmap Industry leading reporting engine and tooling 4 Replace custom/-proprietary reporting solutions with acquired best in class (Cognos) Database Analytics Mediation Evolve Analytics, Mediation, Data. Base to consume Best of Breed IBM Adopted solution

IBM Software Group Useful Links Network Performance Management (Mobile/Wireless, Fixed/IP) wiki 4 https: //w 3. tap. ibm. com/w 3 ki 07/display/IBMSM/Network+Performance+Management Tivoli Netcool Communication Service Provider Wiki 4 https: //w 3. tap. ibm. com/w 3 ki/display/Tivoli. Netcool/Home Tivoli Netcool Performance Manager (developer. Works) 4 http: //www. ibm. com/developerworks/wikis/display/tivolidoccentral/Tivoli+Netcool+Performance+Manager Tivoli Netcool/Proviso (developer. Works) 4 http: //www. ibm. com/developerworks/wikis/display/tivolidoccentral/Proviso Tivoli Netcool Performance Manager for Wireless (developer. Works) 4 http: //www. ibm. com/developerworks/wikis/display/tivolidoccentral/Tivoli+Netcool+Performance+Manager+f or+Wireless

IBM Software Group Additional Slides

IBM Software Group IBM Tivoli Netcool Performance Manager Current Release Plan of Record To be confirmed Roadmap Key themes - Enhance operational reporting - Lower cost platforms - Support for latest network technologies - Provide platform currency - Improve mediation - Increase time to value - Advance network management and service assurance integration 2011 - Enhance predictive streaming analytics engine - Make administration and support easier 2012 Future • AIX (Full) • DB 2 • Oracle 11 g, RAC • TPDK extended to support wireline tech packs and Cognos • Save/share ops views • Heterogeneous deployment • Improved mediation (tech pack-specific) • Time to value, ease of use • Tech pack updates Future • TNPM-ITNM integration • IPv 6 environment • RHEL KVM on System z • Multi-tenancy improvements • GIS integration • Globalization (language support) • Non-hourly time zone support • Ease of support (ISA) • Time to value, ease of use • Tech pack updates Future • ITM/ITCAM integration • End-to-End application performance troubleshooting • Shared components between TNPM, ITNM, TNCM (i. e. discovery) • BSM integration • Predictive analytics • Ease of administration • Time to value, ease of use • Tech pack updates This roadmap is subject to change and does not represent a product commitment by IBM.

IBM Software Group Current Release Plan of Record To be confirmed IBM Tivoli Netcool Performance Manager TNPM Release Schedule 2010 Key themes - New user interface via portal - Extend platform support - Improve data export 2 Q 10 4 Q 10 1. 3. 1 • Tivoli Integrated Portal (TIP) • Tivoli Common Reporting (TCR) based on Cognos • Mass Data Extract (MDE) • Composite Resources • Oracle 10 g • All wireline components to run on AIX 6. 1 • All components run on RHEL Linux 5. 5 • MOSWOS (ITM agents) 27 - Enhance operational reporting - Support latest network technologies - Increase time to value • IPv 6 (collection) • SNMPv 3 security • DDNS • Heterogeneous deployment for wireline • Ops views

IBM Software Group IBM Tivoli Service Quality Management January 20, 2011 Kundan Kolhe, Tivoli Accelerated Value Specialist

IBM Software Group What is a Service in CSP Space? Wireless Wire-Line Wire-line SMS IPVPN GPRS VOIP Black Berry Roaming IPTV DSL Voice (2 G) VMS Metro. Ethernet CDMA M-Media Conf UMTS/HSDPA Wi. Max MMS WAP

IBM Software Group TNSQMC - Product Introduction Tivoli Netcool Service Quality Management Centre (TNSQMC) is a pre-integrated e 2 e SQM solution that comprises 4 distinct functions integrated onto a Telecommunications grade scalable platform: 4 Service Level Agreements (SLA) – Enables the operators Enterprise Account teams to offer differentiated Quality of Service. 4 Service Quality Management (SQM) – Enables the operator to build a functional Service Operations Centre capability – i. e. an organization that is capable of monitoring, troubleshooting and identifying the source of service quality problems without having specific network competence – Vallent Legacy TNSQM 4 Customer Experience Management (CEM) – Proactively identifies revenue generation issues and increases the ability of the customer services representative to quickly ascertain the nature and cause of a specific customers issue – Vallent Legacy TNCEM 4 Business Service Management (BSM) – Helps the operator identify revenue generating outages in real-time. Tivoli Business Service Manager v 4. 1 combines IBM legacy product “Tivoli Business Systems Manager” and Micromuse legacy Netcool product “Real-time Active Dashboards (RAD)”.

IBM Software Group With new opportunities, CSPs are asking … How do I manage new content-based services that span NETWORK AND IT OPERATIONS? How do I gain control and IMPROVE OUR OPERATIONAL PERFORMANCE? • New services are much more complex … with new applications, devices and how services are used… • We continue to need to reduce costs and do more with less How do I know understand the CUSTOMER EXPERIENCE & ENSURE SERVICE QUALITY? How do I help MAXIMIZE RETURN ON ASSETS & REDUCE RISK? • Customer reported problems are post event and go unresolved • Governance, compliance and security are becoming increasingly important “We have seen more change in the last 10 years than in the previous 90. ” - Ad J. Scheepbouwer, CEO KPN Telecom

IBM Software Group SQM for CSPs - Where it all began……. . Key enterprise customers such as UPS ( 80, 000 GPRS/Data users ) approached AT&T Wireless looking for a customer-centric approach to service quality and customer care They viewed paper-based SLAs as meaningless and wanted AT&T Wireless to transform internally to manage their business based on services and customers not the network They recognised that true enterprise SLAs could only be built on a foundation of internal SLAs and 3 rd party SLAs They needed a common understanding between customer care, enterprise account management and network operations on: 4 the quality of the service being delivered to UPS 4 the ability for AT&T to rapidly identify, diagnose and resolve UPS-impacting problems 4 provide intelligent customer-care with a real-time understanding of the affect on UPS, progress on problem resolution etc.

IBM Software Group UPS Case Study: Customer-Centric Management not in Action UPS case study February 3 rd 2004 Wednesday 3 rd February 8: 10 am Knoxville Tennessee • A BSC-SGSN configuration error was made resulting in 90% GPRS customers being denied access in BSC 03 • In this geographic area at this time, UPS is a critical enterprise customer with a fundamental dependence on their GPRS service AT&T network ops was unable to isolate & monitor UPS customers

IBM Software Group Customer-Centric Management in Action with SQM solution configured for UPS Account • Monitors the SLA violation & priority impact Network Operations • Drills down and identifies root cause of SLA violation Customer Care Customer • Monitors the SLA violation & priority impact • Deals with the UPS customers ringing in • Monitors the trouble-ticket status & liaises with all teams • No alarms produced by equipment • Liaises with UPS Account Mgr through the entire process • Implements corrective change Engineering Enterprise Account Mgr

IBM Software Group SQMC scope – what does it do? Supports root cause analysis of service quality problems Graphical Service Modelling Provides a dynamic view of delivered service quality (BSM) Customer Experience Management (CEM) SQMC provides a modular integrated solution targeting the broad needs of a Service Provider SLA Management – external, internal, 3 rd party Service Performance trending and analytics

IBM Software Group Why Service Modelling? - Recap Are we meeting our service levels? Is everything running OK? Is our customers’ experience good? Service Model ! ! Fixed / Mobile Networks & Infrastructure !

IBM Software Group Useful Links: Tivoli Business Service http: //www. ibm. com/developerworks/wikis/display/tivolibs Management Dev Works m/Home Wiki Tivoli Business Service Management Wiki https: //w 3. tap. ibm. com/w 3 ki 07/display/IBMSM/Business+ Service+Management Tivoli Service Quality Management Wiki https: //w 3. tap. ibm. com/w 3 ki 07/display/IBMSM/Service+Q uality+Management IBM Tivoli Business Service Manager http: //www. ibm. com/developerworks/wikis/display/tivolibs m/Tivoli+Business+Service+Manager IBM Tivoli Netcool Service Quality Manager http: //www. ibm. com/developerworks/wikis/display/tivolibs m/Tivoli+Netcool+Service+Quality+Manager IBM Netcool/Realtime Active Dashboard http: //www. ibm. com/developerworks/wikis/display/tivolido ccentral/Realtime+Active+Dashboards

IBM Software Group Additional Slides

IBM Software Group SQM/SLA – Putting the Customer First! – Action Flow Network operations Contact Customer: VIOLATION Internal SLA 3 rd party failure affecting key customer in Atlanta, losing revenue, fix URGENTLY! “Service outage identified, affecting your team in the Atlanta area. Cause identified and will restore service within 1 hour as per your gold SLA. Our apologies, your business is critical to us. ” Internal SLA Customer Care Gold Customer SLA • Success rate • Latency • Availability • Accuracy • Accessibility • Throughput • Latency • Customer Care Contact Customer: 3 rd Party SLA • Accessibility • Uptime • Latency “Following up after the recent violation on your SLA. Service restored, but this error will be accounted for in your next bill. You are my most important customer !” In this case the root cause of the problem was the server located at the 3 rd party supplier! 3 rd Party Supplier Gold Customer SLA • Accessibility • Throughput • Latency • Customer Care Enterprise Account Management

IBM Software Group Tivoli Netcool Service Quality Management Center (TNSQMC) provides an end-to -end view of Service Quality and Customer Experience • Real Time Service Status – Providing a real time view of Service Availability leveraging events from Service Delivery infrastructure. • SLA and Service Performance – Providing a view of Service Quality, historical trending and SLA commitments. • Customer Experience Management – Providing a view of individual customer experience. Real Time Service Status Customer Experience Management SLA and Service Performance Enterprise Network Telco Access Network Core Network End-to-End Service IP Network IP Core IT Network Enterprise IT Network

IBM Software Group CEM analysis: Dimension Drilldown Is the customer experience shared by the groups? Customer View Customer group view customer group associated with customer Worst impacted customer g n cti pa Customer device Is the customer experience related to the device? Device view v de ice t im s or d cte W pa p ou gr Root cause analysis is facilitated via the contextual drilldown across the dimensions. t im s or W Best device Worst device Device Summary View