1. Revision IACT 418 IACT 918 Corporate Network Planning

2. Exam Format Ten short answer questions worth three marks each Name, identify, list etc Describe, discuss, define, compare Why, what Identify and describe About one paragraph maximum

3. Exam Format Two essay style (long answer questions) Must answer question Must have an introduction, body and conclusion Should have a logical flow Referencing NOT required About two pages long (500-700 words)

4. Lecture Overviews Documenting the Existing Network - Starting Points Why we need to manage networks Design Requirements capture and specification Documenting the network configuration

5. Lecture Overviews Influences on the Network Strategic Planning – Crouch Internal vs External Balance – pay equal attention

6. Lecture Overviews Ethics, Accountability & Regulation Codes of conduct Problems with ethical codes Privacy, Security, Responsibilities No simple solutions

7. Lecture Overviews Customer Care & Fault Management Customer needs Customer service gaps  Zeithaml, without good internal communications and good management practices your customers will be unhappy no matter how good your product

8. Customer service gaps Company Customer Source: Zeithaml (1996) Expected service Perceived service Service delivery Customer-driven service designs and standards Company perceptions of Customer expectations External communications to customers

9. Lecture Overviews Performance Measurement and Management Indicators  Availability, response time, throughput, utilisation, transmission volumes, errors etc Performance Management Procedure - four steps  Determining and quantifying current workload  Projecting future workload  Developing the network capacity plan  Implementation

10. Lecture Overviews Network Capacity Planning The Importance of Planning  The objective of network designers is to minimise the cost of installing and maintaining the network  These problems are complicated by the need to consider many factors  To simplify the problem of solving these models several assumptions are used – question whether these assumptions are still valid today Developing the Network Capacity Plan  develop the network capacity plan in three steps 1. facilities 2. equipment and 3. Evaluation

11. Lecture Overviews Management Architecture and Standards Network Management Software Architecture SNMP  History  Limitations  Internet Control Message Protocol (ICMP) The SNMP Network Management Architecture  The model used for network management of TCP/IP includes the key elements: Management station Management agent Management Information Base Network management protocol

12. Lecture Overviews Management Architecture and Standards SNMPv2  Security  Coexistence

13. Lecture Overviews Change Management Three Basic Definitions  The task of managing change The change problem  An area of professional practice  A body of knowledge Four basic Strategies Rational -Empirical People are rational and follow self interest change based on communication of information and offering incentives Normative -Re-educative People are social beings and follow social norms change based on redefining and reinterpreting existing norms, & developing commitment to new norms Power -Coercive People are mostly compliant, do as they’re told change based on the exercise of authority and the imposition of sanctions Environmental -Adaptive People oppose loss/disruption but adapt readily change based on building a new organisation and gradually transferring people to the new one

14. Lecture Overviews Human Resources Finding and keeping the right people  Environment  Development Personnel skills Staff Selection Management Responsibilities Group phases  Operations, utility, resource Business within a business Functions and responsibilities