1 Network Management Chapter 4 SLA and QoS POSTEC Lecture May 6-27, 2008 Masayoshi Ejiri Japan

2 Agenda 1.ICT Operations and Management - Service Industries - ICT Services and Networks— - Target of the Management 2, Architecture,Function,Information Model and Business Process - ITU-T TMN( Telecommunications Management Network) - TeleManagement Forum Telecommunications Operations Map ( TOM) - Multi domain management and System Integration - Standardization 3. OSS( Operations Support System ) Development - Software Architecture,Key Technologies and Product Evaluation— 4. SLA( Service Level Agreement) and QoS( Quality of Service) - SLA Definition, reference point and policy based negotiation 5, IP/eBusiness Management - Paradigm shift, Architecture beyond TMN and enhanced TOM 6. NGN( Next Generation Networks) Management - NGN Networks and Services, New Paradigm of ICT Business and Management

3 Agenda Service Life cycle of QoS/SLA IP QoS and network performance QoS, QoE and SLA SLA and OLA Overviews SLA Management SLA Features SLA Negotiation Security

4 Service Life cycle and QoS/SLA ITU-T Recommendation M.3341 Requirements for QoS/SLA management over the TMN X-interface for IP-based services Management of QoS and associated SLAs require interaction between many telecom operations business processes and TMN management services as defined in ITU-T Rec. M.3200 and TMN management function sets as defined in ITU-T Rec. M.3400.

5 M.3341 – Service life cycle (Figure 5-1/GB917) Service product planning and development; Negotiation and sales of a service product; Implementation (configuration, provisioning and commissioning) of a service product; Operation and maintenance of a service product; Periodic assessment of the QoS of a service and whether it meets the SLA.

6 QoS/SLA management interactions across QMS interface M.3341 SC( Service Customer) initiated: Retrieve MPs MP : Measurement Point Retrieve Obs Ob : Observation Configure Ob Assign PM data collection interval PM : Performance Management Suspend/Resume PM data collection Reset PM data Assign PM history duration Assign PM threshold (including severity) Request PM data (current or history) SP( Service Provider ) initiated/provided: Report MP configuration changes Report SP suspension of PM data collection Report PM threshold violation QMS : QoS/SLA Management Services

7 Measurement point and observation M.3341 SC :Service Customer NO :Network Operator TSP: Telecommunications Service Provider ISP: Internet Service Provider The observation provides QoS measurements from the ingress to the egress of the ISP's network regardless of the service providers or network operators involved.

8 IP QoS related Y series. Recommendations Y.1540 Internet protocol data communication service – IP packet transfer and availability performance parameters Y.1541 Network performance objectives for IP-based services Note : SERIES Y: GLOBAL INFORMATION INFRASTRUCTURE, INTERNET PROTOCOL ASPECTS AND NEXT-GENERATION NETWORKS Internet protocol aspects – Quality of service and network performance

9 Rec. Y.1540 – Layered model of performance for IP service – Example SRC : Source host DST : Destination host

10 Services in ISO 7 layers Model Layer 7 : Application Layer 6 : Presentation Layer 5 : Session Layer 4 : Transport Layer 3 : Network Layer 2 : Data link Layer 1 : Physical Physical service Data link service Network service Transport service Session service Presentation service Application service Human/Business

11 Generic IP Service performance model : IP Network Connectivity Y.1540

12 Y.1541 – UNI-to-UNI reference path for network QoS objectives

13 End-to-End QoS NOTE – The phrase "End-to-End" has a different meaning in Recommendations concerning user QoS classes, where end-to- end means, for example, from mouth to ear in voice quality Recommendations. Within the context of this Recommendation( Y.1541), end-to-end is to be understood as from UNI ‑ to ‑ UNI.

14 Quality evaluation MOS ITU-T Rec P.800 Listening-quality scale Excellent5 Good4 Fair 3 Poor2 Bad1 The quantity evaluated from the scores (mean listening-quality opinion score, or simply mean opinion score) is represented by the symbol MOS.

15 DMOS Degradation category scale 5Degradation is inaudible. 4Degradation is audible but not annoying. 3Degradation is slightly annoying. 2Degradation is annoying. 1Degradation is very annoying. The quantity evaluated from the scores (degradation mean opinion score) is represented by the symbol DMOS. Note: In non voice services, audible should be perceptible.

16 NP,QoS,QoE and SLA Network performance Quality of Service Quality of Experience Quality of Preference ?? Service Level Agreement

17 Definition of Quality of Experience (QoE) R ｅｃ．Ｇ１００ The overall acceptability of an application or service, as perceived subjectively by the end-user. NOTE 1 – Quality of Experience includes the complete end-to-end system effects (client, terminal, network, services infrastructure, etc.). NOTE 2 – Overall acceptability may be influenced by user expectations and context.

18 REC.P.862 – Overview of the basic philosophy used in PESQ Note : SERIES P: TELEPHONE TRANSMISSION QUALITY, TELEPHONE INSTALLATIONS, LOCAL LINE NETWORKS-Methods for objective and subjective assessment of quality- Rec. P.862 Perceptual evaluation of speech quality (PESQ): An objective method for end-to-end speech quality assessment of narrow-band telephone networks and speech codecs

19 Subjective quality assessment for voice codec Rec. P 830 ACR( Absolute Category Rating ) on Listening Quality scale Testing procedure Source speech materials : recording system, speech sample, talker, speech level/equalization Experiment parameter : Codec condition( speech /listening level, talkers, errors, bit rate, transcodings, tandeming, bit rate mismatch, environmental noise, signaling, reference condition( SNR, codecs) Experiment design combination of parameters result in a single experiment  minimum set of experiments Listening test procedure : : Receiving system, opinion scale, gaussian noise Analysis of results

20 Subjective audiovisual quality assessment for multimedia applications Rec. P 911 Typical viewing and listening conditions Room size : Specify L  W  H Viewing distance : 1-8 H Peak luminance of the screen : cd/m2 Ratio of luminance of inactive screen to peak luminance :  0.05 Ratio of the luminance of the screen, when displaying only black level in a completely dark room, to that corresponding to peak white :  0.1 Ratio of luminance of background behind picture monitor to peak luminance of picture :  0.2 Chromaticity of background : D65 Background room illumination :  20 lux Background noise level :  30 dBA Listening level : 80 dBA Reverberation time : 150 Hz

21 REC.P.862 – Overview of the basic philosophy used in PESQ (2)

22 Objective perceptual video quality measurement Rec. J.144 Measurement method Four methods are recommended by VQED( Video Quality Experts Group) British Telecon, Yonsei Univ,/SK Telecom/Radio Research CpqD NTIA

23 SERIES G: TRANSMISSION SYSTEMS AND MEDIA, DIGITAL SYSTEMS AND NETWORKS International telephone connections and circuits – General definitions REC. G.107 “The E-model, a computational model for use in transmission planning “ The E-model is based on the equipment impairment factor method, following previous transmission rating models. It was developed by an ETSI ad hoc group called "Voice Transmission Quality from Mouth to Ear". REC.G.1070 Opinion model for video-telephony applications a computational model for point-to-point interactive videophone applications over IP networks that is useful as a QoE/QoS planning tool for assessing the combined effects of variations in several video and speech parameters that affect the quality of experience (QoE).

24 REC.G.107 – Reference connection of the E-model Rating factor R Basic signal to noise ratio Simultaneous impairment Delay impairment factor Equipment impairment Advantage factor

25 ParameterAbbr.Unit Default value Permitte d range Send Loudness RatingSLRdB Receive Loudness RatingRLRdB+2  Sidetone Masking RatingSTMRdB Listener Sidetone RatingLSTRdB D-Value of Telephone, Send SideDs – 3 – D-Value of Telephone Receive SideDr – 3  Talker Echo Loudness RatingTELRdB Weighted Echo Path LossWEPLdB Mean one-way Delay of the Echo PathTms Round-Trip Delay in a 4-wire LoopTrms Absolute Delay in echo-free Connections Tams Number of Quantization Distortion Units qdu – Equipment Impairment FactorIe – Packet-loss Robustness FactorBpl – Random Packet-loss ProbabilityPpl% Burst RatioBurstR – 1 1 … 2 Circuit Noise referred to 0 dBr-pointNcdBm0 p  70   40 Noise Floor at the Receive SideNfordBmp  64 – Room Noise at the Send SidePsdB(A) Room Noise at the Receive SidePrdB(A) Advantage FactorA – E-model Parameters and value ｓ

26 Video-related assumption Common assumption Speech-related assumption Video quality parameters Speech quality parameters Video quality estimation function Speech quality estimation function Multimedia Quality Integration function Coefficient database Coefficient database End –to-end delay Video-alone quality Speech-alone quality Video quality Multimedia quality Speech quality REC. G1070 Opinion model for video-telephony applications Framework of multimedia communication quality assessment model

27 Quality assessment factors Video-related Assumption Terminal type Terminal characteristics Monitor size Monitor resolution Ambient illuminance Common assumption Conversational task Packet-loss pattern Speech-related assumption Terminal factors Loudness rating etc. Environmental factors Ambient noise Network factors Packet –loss pattern Video quality parameters End-to-end delay Video codec Codec type Video format Key frame interval Video display size Bit rate Frame rate Packet-loss rate Speech quality parameters End-to-end delay Speech codec Codec type Bit rate Packet-loss rate TELR(Talker echo loundness rating )

28 Assumptions about monitor characteristics Monitor specificationsValue Diagonal length a) 2-10 inches Dot pitch<0.30 Colour temperature6500 K Bit depth8 bits/colour Refresh rate≥60 Hz Brightness cd/m 2 a)" Diagonal length" refers to the image size on the monitor screen.

29 IP packet transfer performance parameters REC.Y.1540 Speed,Accuracy and Dependability IPTD : IP Packet Transfer Delay IPDV : IP packet Delay Variation IPER : IP Packet Error Ratio IPLR : IP Packet Loss Ratio IPRR : IP Packet Reordering Ratio IPSLBR : IP Packet Severe Loss Block Ratio IPDR : IP Packet Duplicate Ratio RIPR : Replicated IP Packet Ration IPPT : IP Packet Throughput

30 Unavailability: IP Packet Loss Ration(IPLR) > C1 C1 = 0.75 C1 = 0.75 Availability Parameters:% time ratio Percent IP service unavailability (PIU) Percent IP service availability (PIA) IP service availability (REC.Y.1540) IP Service Unavailable IP Service Available AvailabilityParameters

31 Conditions for IP Performance Measurement Rec.Y1540 1)the exact sections being measured: SRC and DST for end-to-end measurements; MP bounding an NSE being measured. 2)measurement time: how long samples were collected; when the measurement occurred. 3)exact traffic characteristics: rate at which the SRC is offering traffic; SRC traffic pattern; competing traffic at the SRC and DST; IP packet size. 4)type of measurement: in-service or out-of-service; active or passive. 5)summaries of the measured data: means, worst-case, empirical quantities; summarizing period; –short period (e.g., one hour); – long period (e.g., one day, one week, one month).

32 Y.1541 – Hypothetical reference path for QoS class 0

33 Table 1/Y.1541 – IP network QoS class definitions and network performance objectives Network performance parameter Nature of network performance objective QoS Classes Class 0Class 1Class 2Class 3Class 4 Class 5 Unspecified IPTDUpper bound on the mean IPTD (Note 1) 100 ms400 ms100 ms400 ms1 sU IPDVUpper bound on the 1  10 –3 quantile of IPTD minus the minimum IPTD (Note 2) 50 ms (Note 3) UUUU IPLRUpper bound on the packet loss probability 1 × 10 – 3 (Note 4) 1 × 10 – 3 U IPERUpper bound1 × 10 – 4 (Note 5)U General Notes:

34 Table 3/Y.1541 – Provisional IP network QoS class definitions and network performance objectives Network performance parameter Nature of network performance objective QoS Classes Class 6Class 7 IPTD Upper bound on the mean IPTD 100 ms400 ms IPDV Upper bound on the 1  10 –5 quantile of IPTD minus the minimum IPTD (Note 1) 50 ms IPLR Upper bound on the packet loss ratio 1 × 10 – 5 IPERUpper bound 1 × 10 – 6 IPRRUpper bound 1 × 10 – 6

35 QoS Control modified Nakajima’s IM2005 panel presentation Control Admission Control : managed bandwidth Fairness Control : minimum bandwidth Priority Control : reactive control, priority conflict Outcome Guarantee : with proactive control e.g. pre assigned resource, on demand reservation, Managed Quality : with reactive control Best effort : with no active control

36 SLA ?? -How to reach the practical Agreement by Negotiation ?-, Who drive SLA ? Why SLA is needed ? What S.L.A. is ? When SLA is agreed ? How to agree SLA ?

37 ITU-T Rec. E860 ( 2002) “A Service Level Agreement is a formal agreement between two or more entities that is reached after a negotiating activities with the scope to access service characteristics, responsibilities and priorities of every part “

38 SLA for IP Management Public Network / ServicesIP network / Services Fixed QoS  Negotiated CoS Network Performance Oriented  Human Interface Oriented Internal within SP  Open and Visible to Customers   Based on embedded Based on Management QoS Mechanism Excellence and Negotiation

39 Service Level Agreement ??? Service ? Transport, Contents Delivery, Operation, Billing,etc. Level ? Performance : QoS, CoS, Accuracy, Timeliness, etc. Treatment : Reliability,Priority, etc. Value : Absolute, Average in long term/in group,etc. Agreement ? Negotiation, Selection of SLA Package/menu,etc. Contract : Long term, Call by Call. Specific Call,etc.

40 Operator NE Customer OSS Service Plane Operations Service Communications Service Managing Plane Network Planner Service Planner Business Management Service Operations Scope of Operations Enterprise Manager Operator Service

41 Rec. Y.1540 – Layered model of performance for IP service – Example SRC : Source host DST : Destination host

42 Services in ISO 7 layers Model Layer 7 : Application Layer 6 : Presentation Layer 5 : Session Layer 4 : Transport Layer 3 : Network Layer 2 : Data link Layer 1 : Physical Physical service Data link service Network service Transport service Session service Presentation service Application service Human/Business

43 TMF GB917 SLA Positioning within the Business Enterprise MVC

44 SLA and OLA Overviews Customer ( eBusiness) Partners Transport Resource Content Delivery Services SLA Transport Services SLA Operations Services SLA Resource Provisioning OLA Operations Support OLA SLA Negotiation OLA Negotiation Operations Resource Content Delivery Resource Transport Services OLA Service Provider Communications Resource Suppliers Operations Resource Supporters

45 Guaranteed /Best Effort SLA Service Priority ( Class of Services) : Guaranteed by Policy based Operations Static/Average QoS Value : Guaranteed by NW design/implementation Individual or Target Service QoS Value : Guaranteed by successful Pre-Provisioning/Resource Reservation : Best Effort in General

46 SLA Management(Reference Point) Customer Service Provider Partner Resource Communication Services SLA Operations Services SLA Resources Provisioning SLA Operations Support SLA OSF SLA Negotiation Operator OSF

47 SLA Management(Monitor/ Report) Partner Resource Operation SM EM NM SM NE Customer QoS Events QoS Parameter SLA Report, Invoice QoS Parameter QoS Value/MTxx Mapping Aggregate Policy CoS

48 SLA Management(Control) Partner Resource Operation SM EM NM SM NE Customer QoS Control Parameter Control SO,TT,Bill Parameter Control QoS order Mapping Policy Treatment Analysis

49 SLA and OLA Overviews Customer ( eBusiness) Partners Transport Resource Content Delivery Services SLA Transport Services SLA Operations Services SLA Resource Provisioning OLA Operations Support OLA SLA Negotiation OLA Negotiation Operations Resource Content Delivery Resource Transport Services OLA Service Provider Communications Resource Suppliers Operations Resource Supporters

50 SLA Features Services 1, Transport Services 2, Contents Delivery Services 3, Operations Services Features 1, Fundamental (Performance, Accuracy & Access) 2, RAS(Reliability, Availability & Survivability ) 3, Security

51 Operation Services SLAs -Customer Care Ability- Accuracy & Timeliness Service Delivery, Report Generation, Handling of Billing, Call pick up time, Compensation when SLA violated Access Capability Availability of Contact ( Method, Opening time etc) RAS Human/Organizational structure for provisioning, Fault & Disaster, Fairness & Priority, Hot line Security Mechanism for Privacy protection, Countermeasure for Security

52 Transport Services SLAs -Transport Capability- Performance & QoS Transmission Quality ( Bandwidth, Delay, Packet loss, Error ) --Average Value in long term and/or in group, Absolute value for Call by Call or Specific Call— Access Capability Connectivity, Call loss ratio, Call setup time RAS Mean ( Max/min) times between outage, Disaster/Fault recovery priority Security Access control mechanism, Prevention mechanism for network attack

53 Content Delivery Services SLA - Reliability and Guarantee Capability- Transport Services SLA plus Security Prevention mechanism, countermeasure &compensation --for Access authorization /certification --for Protection of Content Integrity, Confidentiality, Authentication, Copyright

54 Classification of SLA Features Performance & Accuracy Access Capability RAS Security Feature TypeTransport Services SLAOperations Services SLA - Bandwidth, - Packet Loss, - Error rate, - Delay - throughput Accuracy and timeliness of (1) Service delivery, Report generation, Etc…. Mean/Max time between call pickup Compensation when SLA violated - Connectivity - Call Loss Ratio - Call setup time Mean time between outages Disaster/Fault recovery mechanism Access Control Mechanism Prevention of Network Attacks, Eavesdropping, etc… Contact Method – , Phone, Fax, Etc….. Contact Availability – opening times Access control mechanism Hot line Organisational structure to support Disaster/Fault recovery Privacy Protection mechanisms

55 SLA parameter example ATC ATM Transfer capability BBE Background block error BBER Back ground block error ratio BER Bit error ratio CD Cell delay CDV Cell delay variation CDVT Cell error variation telerance CE Cell error CER Cell error ratio CL Cell loss CLR Cell loss ratio CM Cell misinsertion CMR Cell misinsertion ratio CTD Cell transfer delay ECBP E2E connection blocking probability ES Errored second ESR Errored second ratio FTD Frame transfer delay IPDV IP packet delay variation IPER IP packet error ratio IPLR IP packet loss ratio IPTD IP packet transfer delay SECB Severely errored cell block SECBR Severely errored cell block ratio SEP Severely errored period SEOI Severely errored period intensity SES Severely errored second SESR Severely errored second ratio MTBF Mean time between failures MTBO Mean time between outage MTIE Maximum time interval error MTPS Mean time to provide service MTRS Mean time to restore service MTTP Mean time to provision MTTR Mean time to repair NER Network effectiveness ratio SA Service availability SAT SAP( Service access point ) activity time SCT SAP cover time

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57 SLA Categories for Customer Preference Customers Marketing Operations Resource Communications Resource Market Research Proactive Sales Internal Negotiation Define Default Define Class of Service Limited SLA Pick&Mix SLA Negotiated SLA

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60 Service Negotiation Resources Customer OSF Pricing DB Resource DB Class of Service DB Traffic/ QoS DB 1. Negotiation 3. Agreed Service Status Report 2. Service Provision 4. Service Report Operation Service Negotiation Function Policy

61 Customers Operators OSS SLA Negotiation Policy Management Policy Descriptor Policy Editor Policy Executor Policy Decision Function Policy Repository SLA Negotiation based on Policy Management Price Price ・ QoS / CoS ・ Bandwidth ・ Delivery Time ・ Security MTxx MTxx etc. etc. Features ・ Static (long term) ・ Pre Assigned ・ On Demand Timing Negotiation?

62 Operation Window (e.g XML) Negotiation Agent (e.g Java applet) IT Capable Terminal JVM Web Browser etc. Negotiation Agent (e.g Java applet) Operation Window (e.g XML) Customer Service Provider Negotiation Agent Operation Window Service/ Resource Status Catalogue Negotiation Inquiry

63 For Effective SLA Customer can select SPs Customer can negotiate/choose SLA SLA should be reflected Customer Perception SLA should be Monitored and Reported to Customers to confirm SLA SPs should Compensate if SLA Violation occurs

64 Security ? Human/Social Nature Mechanism Life Property Privilege Privacy Comfort Goodwill Malice Indifference Credit Treachery Espionage Nation Law Society Communications Technology Environment Disaster

65 Security Management Management of Human /Society Moral, Ethics, Education Law, Regulation, Community, Privacy, Vigilant ? Management of Information distribution/exchange Safe, secure,accurate and comfortable ICT network/services Management of environment Prognosis, disaster prevention, environmental preservation

66 IP/eBusiness Security Management Network Security － RAS － Privacy ( Tapping, fairness, secrecy of communications, customer information) － Attack ： Physical, Logical Information distribution security － Integrity of contents and delivery － Human verification, certification, justification eBusiness security ー Ensure real and virtual money － Forgery( Fake), Fraud, Robbery with/without violence, Credibility, Confidence ー Privacy ( Anonymity, Private information leakage) － Privacy( 個人情報の目的外利用）

67 Security Objects Contents Applications Communications Operations Security Domains Management Layers/processes Service Providers Users Physical/Logical Facilities Security Mechanisms Security Technologies Security Modules Security Systems Security Infrastructure ICT Security Management Framework Environment (Community-Culture including regulatory issues )

68 Security Objects Contents Completeness( Integrity ), Secrecy, Certification, Copyright Application Virus, Worm, Destruction, Falsify, Fishing, Communications Access/admission, Routing, AAA (Authentication, Authorization, and Accounting), Tapping, Pretence, Espionage, IP spoof Attack ( Intrusion,Denial of service, Service degradation, jamming, etc.) Operations Privacy, Leakage, Risk

69 Security Domains Management Layers/processes OSI 7 Layers services, TMN Logical layer, FAB ( Fulfillment, assurance and billing ), Service Providers and partners Contracted SP, Virtual SP, ASP, CSP, Management SP, Network Operator, VMNO, Service/operation agent, Users Enterprise customers Consumers End users Customer representatives Shareholders Physical/Logical Facilities Terminals, CPE/CPN, Transmission, Service node, Storage, Data center, Call center, Address/phone number, Routing table, Domain name server

70 Security Mechanisms/Technologies Security Technologies Encryption, Cryptograph, Authentication, Firewall, IPsec(Security Architecture for IP), Security Modules SOCKS, Digital signature, Secure protocol ( e.g.IKE: Internet Key Exchange protocol) Bio metrics, Intrusion detection/block, Anti virus, IC card, Electronic cash Security Systems and Infrastructure PKI (Public Key Infrastructure), PKI authority, KES (Key Escrowed System), Certification authority, SET ： Secure Electronic Transaction, Standardization Regulation, Legal and administration protection, Penalty