Concord Customer Case Study - Using eHealth -

1. Concord CustomerCase Study- Using eHealth- Partner Conference, Rome – Italy, 7th March 2002 Titus Weber, ISIS Multimedia Net GmbH & Co. KG titus.weber@isis.de

2. tweber@linux:~> whoami • ISIS Multimedia Net • Problems to solve • Why eHealth ? • eHealth @ ISIS • Future plans Dipl.-Inf. Titus Weber - ISIS Multimedia Net

3. tweber@linux:~> whoami • Titus Weber • Study of Computer Science (University of Magdeburg) • Dissertation: Network and Performance Management • ISIS: since May 1998 • Senior Network Operator • Project manager: Performance Management and Network Analysis http://www.titus-weber.de.vu mailto: titus.weber@isis.de Dipl.-Inf. Titus Weber - ISIS Multimedia Net

4. ISIS Multimedia Net • 1994: ISIS founded • 1st German Citycarrier • 1996: Corporate Networks • 1998: ISO 9001 certified (Quality Management) • 1999: Telecomm. Company, District Duesseldorf • 2000: € 58.3 Mio. turnover • 2001: 55,000 customers • Network: 140,000 km optical fiber • 350 employees ISIS Multimedia Net GmbH & Co. KG Kaistrasse 6 40221 Duesseldorf Germany http://www.isis.de Dipl.-Inf. Titus Weber - ISIS Multimedia Net

5. ISIS Multimedia Net ISIS Scope of Services • Phone Analog/ISDN isiWAY isiFON • Leased Lines/CN • Managed Bandwidth • Internet/Firewalls • Hosting/Publishing • Local Network • Infrastructure Projects isiONLINE isiSYSTEMS • Multifunction Access isiMEDIA isiMED • Medical Networks Dipl.-Inf. Titus Weber - ISIS Multimedia Net

6. ISIS Multimedia Net: Customers (Extract) Dipl.-Inf. Titus Weber - ISIS Multimedia Net

7. ISIS Multimedia Net: Carrier Cooperations Dipl.-Inf. Titus Weber - ISIS Multimedia Net

8. ISIS Multimedia Net: Management Scenario Umbrella Network and System Management Voice Data Customer System Customer System Hubs/Bridges Voice- Switch (Siemens EWSD) PBA/PBX Server Carrier System Router/Switches Carrier System PBX (HICOM) Customer Networks Fiber Optics Net SDH/ATM Own Networks FR/LAN Carrier Networks Dipl.-Inf. Titus Weber - ISIS Multimedia Net

9. ISIS Multimedia Net: TOC • Network-, System- and Application Management • 24 hours/day, 365 days/year • Trouble Shooting • 2nd Level Support • Performance Management and Network Analysis • TOC - Technical Operation Center Dipl.-Inf. Titus Weber - ISIS Multimedia Net

10. Problems to solve / Request for a tool • ISIS = Service Provider • Service Level Agreements (SLA) !!! • Availability • Error stats • Bandwidth utilization • Automatic / scheduled reporting • Report per day, week, month or custom • Customizable reports • Support for all IP based elements in use at ISIS • Non IP elements (ASCII-Import ?) • Traffic Accountant needs: account IP volume per node or subnet for a specified time period Dipl.-Inf. Titus Weber - ISIS Multimedia Net

11. Further Demands • Easy to configure (new elements) • Easy to use end user interface (web based) • Account based access to end user interface (possibility for customers to login and create reports for his own circuits & systems) • Traffic Accountant: itemized bills (conversations, protocols used, ...) • Database: ready for big amount of data, open interface • Database: high reliability • System Management (Server Monitoring) Dipl.-Inf. Titus Weber - ISIS Multimedia Net

12. Solutions reviewed Half a year of testing and comparing: • Quallaby • PerfAgent • DeskTalk • Trend • Concord Communications • Network Health • Hewlett Packard • NetMetrix & HP OpenView NNM Dipl.-Inf. Titus Weber - ISIS Multimedia Net

13. Why eHealth ? Our results: ++ + ++ + ++ - ++ + + ++ - -  • Easy to use and configure ? • SLA ready ? • Web based UI ? • Account based web UI ? • Reporting, scheduled reporting ? • Customizable reports ? • Remote poller possibility ? • Range of devices supported ? • Unix based console for config. ? • System management ? • Database performance ? • Non IP based: ASCII-Import ? • Traffic Accountant ? Dipl.-Inf. Titus Weber - ISIS Multimedia Net

14. eHealth @ ISIS Reports Traffic Accountant ATM Frame Relay Remote Access Router/Switch (Poller, DB, Lmgr, etc.) Server LAN/WAN Network Health Console • Implemented: July 1998 (ICS Munich) • approx. 1,600 licenses • Actually v4.7.1 • HP-UX server (act. v11.0) Dipl.-Inf. Titus Weber - ISIS Multimedia Net

15. eHealth @ ISIS • Network Health • ATM / Frame Relay: customer circuits • Availability • Error stats • Bandwidth utilization • Bandwidth control for WAN circuits • Router, Switches • Important Router / Switch port stats • LAN stats • Weekly and monthly based Health Reports for customers Dipl.-Inf. Titus Weber - ISIS Multimedia Net

16. eHealth @ ISIS • System Health • SystemEDGE agent for all Unix systems • Compaq Insight Manager (CIM) agent for all WinNT and Novell systems • Customized reports for all important server characteristics for internal monthly reporting • SystemEDGE • Monitoring eHealth processes and important jobs • Integrated per SNMP traps into the HP OVO Dipl.-Inf. Titus Weber - ISIS Multimedia Net

17. eHealth @ ISIS • Traffic Accountant (TA) • 1999: LAN probe based – but probe data was incorrect • Late 1999: Migration from probe to Cisco Netflow based TA • eHealth Netflow Import for accounting internet customer traffic • Big amount of data: over 100,000 nodes in database in a few days • Server and database encountered growth problems: • Polling can’t complete before next poll begins • Rollups not completing at night – takes up to 12 hours !!! • “Fork failed for netflow import”, • “NH Server stopped unexpectedly” and restarts often a day • Result: TA / Netflow import disabled since early 2000 • Workaround: script and cron based TA, developed at ISIS • Working together with Concord to solve the problem • Summer 2001: Participated in beta test cycle for Release 5.x • Still the same problems - TA / Netflow import still disabled • To be continued … never ending story ??? Dipl.-Inf. Titus Weber - ISIS Multimedia Net

18. How it works together ... • eHealth: • Historical and trend reporting • Customer & SLA reporting • (Traffic Accountant) • HP Open View NNM: • Graphical network view and node status • Other element managers • Lucent, Marconi, Siemens, ... • HP Open View Operations (OVO): • Main management console • Event manager for all systems and element managers • Agilent Advisor • Real time network analysis and 7 layer protocol decoding, LAN/WAN Dipl.-Inf. Titus Weber - ISIS Multimedia Net

19. ROI • SLA monitoring for: • Customer circuits • Server systems • Reporting for circuits / leased lines per customer request • Proactive bandwidth control (Health Reports) • eHealth reports gives the answer to the statement: • “I can’t work – there must be a problem with the network.” • “The fault is not the network.” • “The fault is not the server.” Dipl.-Inf. Titus Weber - ISIS Multimedia Net

20. Future Plans • Upgrade to eHealth 5.0.2 • Server- and process monitoring in firewall protected internet segment • Integration of Marconi SDH (MV38) • Non IP and non SNMP based !!! • Proprietary protocol (Q3) • ASCII-Import (Concord / Partner ?) • Integration of Lucent Anymedia DSL • Testing Application Response • VLAN monitoring and reporting Dipl.-Inf. Titus Weber - ISIS Multimedia Net

21. Thanks! Dipl.-Inf. Titus Weber - ISIS Multimedia Net