Saad Haj Bakry, PhD, CEng, FIEE 1 Network Management Support Saad Haj Bakry, PhD, CEng, FIEE P RESENTATIONS IN N ETWORK M ANAGEMENT

Saad Haj Bakry, PhD, CEng, FIEE 2 Objectives / Contents Elements Reporting / Records Help Desk Network Management Support

Saad Haj Bakry, PhD, CEng, FIEE 3 Elements Network: Description Performance Failures Auditing Components: Specifications State & Support People: Staff Users Network Management Support

Saad Haj Bakry, PhD, CEng, FIEE 4 People: Staff Technical Staff: 70 (%) Managers10 (%) Engineers / Technicians 15 (%) Assistants25 (%) Operators20 (%) Non-Technical Staff: 30 (%) Description Who Duties Training Performance CIO / CEO Network Management Support

Saad Haj Bakry, PhD, CEng, FIEE 5 People: Users Non-Technical Users Decision Makers: CEO & Staff Association with Activities Main Support Position Technical Users: CIO & Staff Description Who Association Access / Use Training Performance Network Management Support

Saad Haj Bakry, PhD, CEng, FIEE 6 Components: Specifications Technical Specifications HardwareFunction Model LinksNature Bandwidth Software / Information Nature Use Source Manufacturer Provider Cost SLA Network Management Support

Saad Haj Bakry, PhD, CEng, FIEE 7 Components: State & Support State Location Environment Connectivity Function Responsibility (people) Support Testing Tools Maintenance Evaluations Network Management Support

Saad Haj Bakry, PhD, CEng, FIEE 8 Network: Description Description ComponentsSpecifications Source State Support Interconnection / Interfacing / Integration Network Management Support

Saad Haj Bakry, PhD, CEng, FIEE 9 Network: Performance Traffic ProcessArrival (Rate) Service (Time) Load Busy Period Measures ErrorsChannel Quality UtilizationLoad / Capacity Delay Throughput Monitor Traffic Measures Load Limits Network Management Support

Saad Haj Bakry, PhD, CEng, FIEE 10 Network: Failures Failure Description Cause Occurrence Repair Measures MTBF / MTTR Availability = NOS / NOF Congestion = Investigations Distribution of TBF for the various Types of Failures …same for TTR Frequency Distribution (of Faults) Understanding Recommendations Network Management Support

Saad Haj Bakry, PhD, CEng, FIEE 11 Network: Auditing (Changes) Tests Performance Security Inventory Cost Others Changes Drive: Growth New Requirements Upgrading Development Redesign Replacement Regular Reporting Every 6 Months Network Management Support

Saad Haj Bakry, PhD, CEng, FIEE 12 Help Desk Objectives Services Reporting Database Network Management Support

Saad Haj Bakry, PhD, CEng, FIEE 13 Help Desk: Objectives “Single point” of contact Reflection of “service satisfaction” Customer assistance Network Management Support

Saad Haj Bakry, PhD, CEng, FIEE 14 Help Desk: Services Enquiries: e.g. Billing Failures / Problems Escalation Process: Fault Verification Fault Reference: Equipment / Service Fault Supervisor Progress Report / Database Repair Confirmation Network Management Support

Saad Haj Bakry, PhD, CEng, FIEE 15 Help Desk: Database Why: Management of Faults Making Use of Historical Information Fault Status: Open: “recorded by help desk” Outstanding: “under attention” Closed: “resolved (historical) Network Management Support

Saad Haj Bakry, PhD, CEng, FIEE 16 Reporting / Records Objectives Reporting Format Elements: Staff Records Users Records Inventory Records State: Operation Records Fault Records Audit Reports Network Management Support

Saad Haj Bakry, PhD, CEng, FIEE 17 Reporting: Objectives Decision making Reliable “operation” “Back up” Utilization of “resources” Planning Network Management Support

Saad Haj Bakry, PhD, CEng, FIEE 18 Reporting: Staff Identity Name Age Qualifications Position Address Resume Duties Tasks Dates Performance Assessment Attendance Rules Timetable Absence: Lateness Sickness Holidays Training Received Required Network Management Support

Saad Haj Bakry, PhD, CEng, FIEE 19 Reporting: Users Identity Job Title Department Location Special Needs Other Details Use of Resources Intranet / Extranet / Internet Tools: Structure / Layout / Capacity ID(s) / Addresses Other Details Required Support Security Reliability: Standby Facilities Monitoring: Usage Statistics Other Details Network Management Support

Saad Haj Bakry, PhD, CEng, FIEE 20 Reporting: Inventory Resources Equipment Channels Software Information Recording / Reporting Daily Weekly Monthly Quarterly Use Association with Users / Staff Network Management Support

Saad Haj Bakry, PhD, CEng, FIEE 21 Reporting: Operation State Current Structure Maintenance Program Other Details Traffic Monitor Statistics Performance Measures Other Details Reference (change against) Time: Busy Period Randomness Performance Criteria Other References Network Management Support

Saad Haj Bakry, PhD, CEng, FIEE 22 Reporting: Fault Failed Element Equipment / Channel / Software … Location / Port Addresses Manufacturer / Provider Maintenance Authority (SLA) Testing Facilities Fault Details Cause of Fault Day & Time: Occurrence (TBF) Reporting for Service Start of Repair Repair Accomplishment (TTR) Total Service Time Other Details Network Management Support

Saad Haj Bakry, PhD, CEng, FIEE 23 Reporting: Audit Reports Issues Performance Security Inventory Cost / Economic Other Details Change Growth Upgrading Replacement Redesign Other Changes Reporting Period: Internally: 3 M to 1 Y Externally: 1 to 2 Y Network Management Support

Saad Haj Bakry, PhD, CEng, FIEE 24 Reporting: Format Structure Identity Basic Parts Additional Parts References Appendixes Identity Title / Date By Who (authority) Summary (including objectives) Circulation (target readers) Other Information Network Management Support

Saad Haj Bakry, PhD, CEng, FIEE 25 Conclusions: Management Support Understanding People Components Network Help Desk Reporting / Records Network Management Support

Saad Haj Bakry, PhD, CEng, FIEE 26 References Telecommunications Management: Operation & Management of Networks, National Computing Centre (NCC) Training, UK. Network Management Support