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ii Network Management Fundamentals Alexander Clemm, Ph.D Copyright© 2007 Cisco Systems, Inc Published by: Cisco Press 800 East 96th Street Indianapolis, IN 46240 USA All rights reserved No part of this book may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, recording, or by any information storage and retrieval system, without written permission from the publisher, except for the inclusion of brief quotations in a review Printed in the United States of America First Printing November 2006 LIBRARY OF CONGRESS CATALOG CARD NUMBER: 2004110268 ISBN: 1-58720-137-2 Warning and Disclaimer This book is designed to provide information about network management Every effort has been made to make this book as complete and as accurate as possible, but no warranty or fitness is implied The information is provided on an “as is” basis The authors, Cisco Press, and Cisco Systems, Inc., shall have neither liability nor responsibility to any person or entity with respect to any loss or damages arising from the information contained in this book or from the use of the discs or programs that may accompany it The opinions expressed in this book belong to the author and are not necessarily those of Cisco Systems, Inc Corporate and Government Sales Cisco Press offers excellent discounts on this book when ordered in quantity for bulk purchases or special sales For more information, please contact: U.S Corporate and Government Sales 1-800-382-3419 corpsales@pearsontechgroup.com For sales outside of the U.S please contact: International Sales 1-317-581-3793 international@pearsontechgroup.com Feedback Information At Cisco Press, our goal is to create in-depth technical books of the highest quality and value Each book is crafted with care and precision, undergoing rigorous development that involves the unique expertise of members from the professional technical community Readers’ feedback is a natural continuation of this process If you have any comments regarding how we could improve the quality of this book or otherwise alter it to better suit your needs, you can contact us through e-mail at feedback@ciscopress.com Please make sure to include the book title and ISBN in your message We greatly appreciate your assistance Trademark Acknowledgments All terms mentioned in this book that are known to be trademarks or service marks have been appropriately capitalized Cisco Press or Cisco Systems, Inc., cannot attest to the accuracy of this information Use of a term in this book should not be regarded as affecting the validity of any trademark or service mark iii Publisher: Paul Boger Cisco Representative: Anthony Wolfenden Executive Editor: Mary Beth Ray Cisco Press Program Manager: Jeff Brady Managing Editor: Patrick Kanouse Technical Editors: Prakash Bettadapur, David M Kurtiak, Lundy Lewis Development Editor: Betsey Henkels Project Editor: Tonya Simpson Copy Editor: Krista Hansing Editorial Services, Inc Team Coordinator: Vanessa Evans Book and Cover Designer: Louisa Adair Compositor: Mark Shirar Indexer: Larry Sweazy iv About the Author Dr Alexander Clemm, Ph.D is a Senior Architect with Cisco Systems He has been involved with integrated management of networked systems and services since 1990 Alex has provided technical leadership for many network management development and engineering efforts from original conception to delivery to the customer They include management instrumentation of network devices, turnkey management solutions for packet telephony and managed services, and management systems for Voice over IP networks, broadband access networks, and provisioning of residential subscriber services Alex has approximately 30 publications related to network management and 15 patents pending He is on the Organizing Committee or Technical Program Committee of the major technical conferences in the field, including IM, NOMS, DSOM, IPOM, and MMNS, and he served as Technical Program Co-chair of the 2005 IFIP/IEEE International Symposium on Integrated Network Management He holds a Ph.D degree from the University of Munich and a Master’s degree from Stanford University v About the Technical Reviewers Prakash Bettadapur is a Senior Engineering Manager at Cisco Systems He has been with Cisco since 1999, working in various network management and IOS manageability programs Before Cisco, Prakash worked in Bell Northern Research (BNR) in Ottawa, Canada, and in Nortel Networks in Santa Clara, California, for 14 years While in BNR/Nortel, Prakash worked in DMS– Service Control Point, Data Packet Networking (DPN), Magellan Passport, and Meridian PBX product lines, focusing on the areas of software development and network management Prakash holds a Master’s degree in computing science from the University of Alberta, Canada; a Proficience Certificate in computing systems from the Indian Institute of Science, Bangalore; and a Bachelor’s degree in electronics and telecommunications engineering from Karnataka Regional Engineering College, India Prakash currently lives in San Jose, California David M Kurtiak is a Principal Engineer for Loral Skynet, where he currently architects systems and network infrastructure and provides tier support for the company’s global IT organization In a previous role at Skynet, Dave led a team of technical professionals responsible for managing the daily operations of the company’s IT and data network infrastructure Before joining Loral, Dave was a senior data communications specialist for AT&T David has more than 18 years of experience in the IT and telecommunications industry, working in many telecommunications technologies He is recognized as the resident expert in TCP/IP networking, with specialization in end-to-end network analysis, planning, troubleshooting, and performance tuning David has a Master’s degree (M.S.) in telecommunications from the University of Colorado at Boulder and a Bachelor’s degree (B.S.) in information systems from the University of North Carolina at Greensboro Lundy Lewis is the Chair of the Department of Information Technology at Southern New Hampshire University He has worked in the area of network management since the early 1990s He holds 22 U.S patents and has written three books on network and service management He is a member of the technical committees for the major IEEE conferences on network management vi Dedications To my wonderful wife and kids—Sigrid, Clarissa, and Christopher Thank you for making me complete vii Acknowledgments At various stages of writing this book, I had interesting discussions, support, and valuable feedback from many friends and colleagues In particular, I would like to acknowledge Ron Biell, Steve Chang, Eva Krüger, Victor Lee, Dave McNamee, Fred Schindler, Hector Trevino, Eshwar Yedavalli, and Ralf Wolter A very special “thank you” goes out to my dad, Helmut Clemm, who, in fact, read through the entire manuscript and, although not a “network manager,” provided many useful insights I also want to acknowledge this book’s production team, which is the finest anyone could ask for Specifically, I would like to acknowledge the people I interacted with the most—Jim Schachterle, who first got the ball rolling; Raina Han and Mary Beth Ray, who accompanied me through most of the writing stage; and Betsey Henkels, whose development edits were of great help during the “crunch time” of the book; and Tonya Simpson, my project editor The team also includes my technical editors, Prakash Bettadapur, David Kurtiak, and Lundy Lewis, whose excellent comments and suggestions undoubtedly helped to significantly improve the book Last but not least, I would like to thank my family for their understanding and support throughout this project, which, by the nature of things, meant sacrificing many weekends; nonetheless, they never stopped cheering me on We did it! viii This Book Is Safari Enabled The Safari® Enabled icon on the cover of your favorite technology book means the book is available through Safari Bookshelf When you buy this book, you get free access to the online edition for 45 days Safari Bookshelf is an electronic reference library that lets you easily search thousands of technical books, find code samples, download chapters, and access technical information whenever and wherever you need it To gain 45-day Safari Enabled access to this book: • Go to http://www.ciscopress.com/safarienabled If you have difficulty registering on Safari Bookshelf or accessing the online edition, please e-mail customer-service@safaribooksonline.com ix Contents at a Glance Introduction Part I xix Network Management: An Overview Chapter Setting the Stage Chapter On the Job with a Network Manager Chapter The Basic Ingredients of Network Management Part II 47 75 Management Perspectives 101 Chapter The Dimensions of Management 103 Chapter Management Functions and Reference Models: Getting Organized Part III Management Building Blocks 169 Chapter Management Information: What Management Conversations Are All About 171 Chapter Management Communication Patterns: Rules of Conversation 209 Chapter Common Management Protocols: Languages of Management 249 Chapter Management Organization: Dividing the Labor 293 Part IV Applied Network Management 329 Chapter 10 Management Integration: Putting the Pieces Together Chapter 11 Service Level Management: Knowing What You Pay For Chapter 12 Management Metrics: Assessing Management Impact and Effectiveness 407 Part V Appendixes 433 Appendix A Answers to Chapter Reviews Appendix B Further Reading Glossary Index 475 488 463 435 331 373 129 x Contents Introduction Part I xix Network Management: An Overview Chapter Setting the Stage Defining Network Management Analogy 1: Health Care—the Network, Your Number One Patient Analogy 2: Throwing a Party A More Formal Definition The Importance of Network Management: Many Reasons to Care 10 Cost 12 Quality 14 Revenue 15 The Players: Different Parties with an Interest in Network Management 16 Network Management Users 16 The Service Provider 16 The Enterprise IT Department 17 The End User 18 Network Management Providers 19 The Equipment Vendor 19 The Third-Party Application Vendor 20 The Systems Integrator 20 Network Management Complexities: From Afterthought to Key Topic 21 Technical Challenges 22 Application Characteristics 23 Scale 26 Cross-Section of Technologies 30 Integration 34 Organization and Operations Challenges 36 Functional Division of Tasks 37 Geographical Distribution 38 Operational Procedures and Contingency Planning 38 Business Challenges 39 Placing a Value on Network Management 40 Feature vs Product 41 Uneven Competitive Landscape 42 Chapter Summary 44 Chapter Review 45 Chapter On the Job with a Network Manager 47 A Day in the Life of a Network Manager 48 Pat: A Network Operator for a Global Service Provider 48 Chris: Network Administrator for a Medium-Size Business 54 ... System 83 Management System and Manager Role 84 A Management System’s Reason for Being 86 The Management Network 86 Networking for Management 87 The Pros and Cons of a Dedicated Management Network. .. Ingredients of Network Management 60 75 The Network Device 76 Management Agent 77 Management Information, MOs, MIBs, and Real Resources 80 Basic Management Ingredients—Revisited 83 The Management. .. Managment 119 Network Management 119 Service Management 120 Business Management 121 Network Element 121 Additional Considerations 121 Management Function: What’s in Your Toolbox 122 Management Process