WO2000072183A2 - Service level management - Google Patents
Service level management Download PDFInfo
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- WO2000072183A2 WO2000072183A2 PCT/US2000/014175 US0014175W WO0072183A2 WO 2000072183 A2 WO2000072183 A2 WO 2000072183A2 US 0014175 W US0014175 W US 0014175W WO 0072183 A2 WO0072183 A2 WO 0072183A2
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- network
- monitoring
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q40/00—Finance; Insurance; Tax strategies; Processing of corporate or income taxes
- G06Q40/12—Accounting
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q10/00—Administration; Management
- G06Q10/04—Forecasting or optimisation specially adapted for administrative or management purposes, e.g. linear programming or "cutting stock problem"
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q10/00—Administration; Management
- G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
- G06Q10/063—Operations research, analysis or management
- G06Q10/0631—Resource planning, allocation, distributing or scheduling for enterprises or organisations
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q10/00—Administration; Management
- G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
- G06Q10/063—Operations research, analysis or management
- G06Q10/0631—Resource planning, allocation, distributing or scheduling for enterprises or organisations
- G06Q10/06311—Scheduling, planning or task assignment for a person or group
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q10/00—Administration; Management
- G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
- G06Q10/063—Operations research, analysis or management
- G06Q10/0631—Resource planning, allocation, distributing or scheduling for enterprises or organisations
- G06Q10/06312—Adjustment or analysis of established resource schedule, e.g. resource or task levelling, or dynamic rescheduling
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q10/00—Administration; Management
- G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
- G06Q10/063—Operations research, analysis or management
- G06Q10/0631—Resource planning, allocation, distributing or scheduling for enterprises or organisations
- G06Q10/06315—Needs-based resource requirements planning or analysis
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q10/00—Administration; Management
- G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
- G06Q10/063—Operations research, analysis or management
- G06Q10/0637—Strategic management or analysis, e.g. setting a goal or target of an organisation; Planning actions based on goals; Analysis or evaluation of effectiveness of goals
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
- G06Q30/02—Marketing; Price estimation or determination; Fundraising
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
- G06Q30/04—Billing or invoicing
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- H—ELECTRICITY
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- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
- H04L41/02—Standardisation; Integration
- H04L41/024—Standardisation; Integration using relational databases for representation of network management data, e.g. managing via structured query language [SQL]
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- H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
- H04L41/04—Network management architectures or arrangements
- H04L41/042—Network management architectures or arrangements comprising distributed management centres cooperatively managing the network
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- H04L41/5003—Managing SLA; Interaction between SLA and QoS
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- H04L41/50—Network service management, e.g. ensuring proper service fulfilment according to agreements
- H04L41/5003—Managing SLA; Interaction between SLA and QoS
- H04L41/5009—Determining service level performance parameters or violations of service level contracts, e.g. violations of agreed response time or mean time between failures [MTBF]
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- H—ELECTRICITY
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- H04L41/5032—Generating service level reports
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- H04L43/08—Monitoring or testing based on specific metrics, e.g. QoS, energy consumption or environmental parameters
- H04L43/0805—Monitoring or testing based on specific metrics, e.g. QoS, energy consumption or environmental parameters by checking availability
- H04L43/0817—Monitoring or testing based on specific metrics, e.g. QoS, energy consumption or environmental parameters by checking availability by checking functioning
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Definitions
- a multilevel architecture for service level management of a network comprising: ⁇ providing a reactive level for monitoring components in the network to pro ⁇ 'ide service level management; and
- the monitoring agents and alarm correlation agents may be various reasoning agents, such as: a rule-based reasoning agent: a model-based reasoning agent; a state-transition graph based reasoning agent; a code book based reasoning agent; and a case-based reasoning agent.
- the state may comprise one or more of availability, reliability, performance, fault, configuration, integrity and security.
- the display is provided to users of the service.
- an apparatus comprises a display that indicates a service in the state of a service. where the service is composed of network components and the state of the service depends on the state of the net ⁇ vork components.
- a method of managing a network comprising:
- the discovery may include discovery of network infrastructure, systems, and applications resources in the network.
- the root cause analysis may determine whether a network degradation is due to the infrastructure, systems or applications resources.
- the business impact analysis may include a fault isolation among the infrastructure, systems, and applications resources.
- the business impact analysis may also include the locations of affected users, and a projected cost of the service degradation.
- the method may further include providing physical and logical topological maps detailing the network components and the services.
- the method may be provided for management of various types of networks, including enterprise networks, service provider networks, electronic commerce provider networks, Internet access provider networks, and broadband cable networks.
- the method may further include proactively supplying suggested resolutions to the service degradation.
- the method may further comprise automatically taking correcti ⁇ 'e action to correct the service degradation.
- the business impact analysis may include one or more of service reliability, service availability, service performance, service security, and ser ⁇ 'ice integrity.
- Fig. 27 is a flo ⁇ v diagram for building a fuzzy logic system
- Fig. 28 illustrates an operation of a fuzzy logic system for service management
- Fig. 29 is a structure of a table and a derived decision tree for determining possible influences on a service parameter:
- SLM Service Level Management
- Special-purpose agents monitor and control parameters not covered by any of the preceding types of agents.
- a good example is an agent whose purpose is to issue a synthetic query from system A to system B and (optionally) back to system A to measure reliability and usability (e.g.. response time) of an application.
- the synthetic query is representative of authentic application queries.
- An example is an e-mail agent that monitors e-mail performance, including e-mail transmission and reception success, response time, and jitter of e-mails between user domains.
- An multicomponent agent is an aggregate of any of the other agents described and has a ⁇ vider-angle view of the net ⁇ vork infrastructure, which may include transmission devices, transmission media, computer systems, and applications that reside on the network. Multicomponent agents, therefore, are useful for managing distributed applications. These agents are also cognizant of relations among network components at various levels of abstraction and are able to reason about events that issue from multiple components (called event correlation or alarm rollup). Enterprise agents are one type of multicomponent agent.
- Service level management (SLM) is the identification and monitoring of service level parameters. In one embodiment.
- SLRs and SLAs are reviewed, followed through, and optionally renegotiated at the end of a given time period.
- the SLA usually specifies payment time.
- Monthly SLRs may be produced, along with monthly bills, or in cases where no monies, re ⁇ vards, or penalties are specified in the SLA. a simple progress report.
- FIG. 8 Another architectural embodiment for implementing intelligent collaboration among agents, referred to as a subsumption architecture, is sho ⁇ vn in Fig. 8.
- the approach is to decompose a task into a collection of simpler tasks — achieving behaviors that are tightly bound together.
- the behaviors reside on levels wherein:
- Each of the five monitoring/mapping agents operate generally in accordance with the flowchart as shown in Fig. 20.
- Events are detected for a specific aspect of network operation, step 167.
- the detected events, step 168, are mapped to one or more alarms.
- the one or more alarms are output at step 169 to the alarm bucket.
- the alarm bucket, or repository may comprise a file or a location in memory.
- model-based reasoning MBR
- a "model " in MBR may be analogized to an agent in distributed artificial intelligence, and an object in object-oriented architecture.
- an MBR system represents each component in the ente ⁇ rise as a model.
- a model is either (1 ) a representation of a physical entity (e.g.. a hub, router, switch, port, computer system) or (2) a logical entity (e.g.. local, metropolitan, or wide area net ⁇ vork, a domain, a service, a business process).
- a model that is a representation of a physical entity is in direct communication with the entity it represents (e.g., via SNMP).
- a description of a model includes three categories of information: attributes, relations to other models, and behaviors. Examples of attributes for device models are IP address. MAC address, and alarm status.
- ente ⁇ rise management agents to individual domains, where domains may be geographical or logical partitions of the ente ⁇ rise.
- Another ⁇ vay to alleviate the problem is to configure models to communicate via traps that issue from their real counte ⁇ arts. as opposed to the overhead incurred by pinging them periodically.
- This method is called adaptation by substitution.
- Object-oriented GUI i.e., elements in the GUI are manipulated in the same manner regardless of type
- the service management layer 291 is concerned with the management of services provided by a service provider to a customer or other service provider. Examples of such services include billing, order processing, and trouble-ticket handling.
- SNMP is used for element management 293/294 and network management 292/293.
- TINA/CORBA is used for service and business management 290/291 .
- the gateway between the service layer 291 and the network layer 292 is SNMP based.
- Fig. 37 is just one of various embodiments; another embodiment may utilize SNMP throughout.
- the simple net ⁇ 'ork management protocol (SNMP) was produced by the Internet community, and is a de facto standard for element management and network management. The great majority of management solutions in the data communications world depend on SNMP to communicate with network elements.
- the structure of SNMP includes t ⁇ 'o primary components: (1) a structure for organizing information in management information bases (MIBs); and (2) a query protocol to access that information.
- MIBs management information bases
Abstract
Description
Claims
Priority Applications (3)
Application Number | Priority Date | Filing Date | Title |
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CA002371750A CA2371750A1 (en) | 1999-05-24 | 2000-05-23 | Service level management |
AU51568/00A AU5156800A (en) | 1999-05-24 | 2000-05-23 | Service level management |
EP00936219A EP1190342A2 (en) | 1999-05-24 | 2000-05-23 | Service level management |
Applications Claiming Priority (2)
Application Number | Priority Date | Filing Date | Title |
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US13549299P | 1999-05-24 | 1999-05-24 | |
US60/135,492 | 1999-05-24 |
Publications (3)
Publication Number | Publication Date |
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WO2000072183A2 true WO2000072183A2 (en) | 2000-11-30 |
WO2000072183A3 WO2000072183A3 (en) | 2001-08-30 |
WO2000072183A9 WO2000072183A9 (en) | 2002-06-20 |
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Family Applications (1)
Application Number | Title | Priority Date | Filing Date |
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PCT/US2000/014175 WO2000072183A2 (en) | 1999-05-24 | 2000-05-23 | Service level management |
Country Status (5)
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US (7) | US7725570B1 (en) |
EP (1) | EP1190342A2 (en) |
AU (1) | AU5156800A (en) |
CA (1) | CA2371750A1 (en) |
WO (1) | WO2000072183A2 (en) |
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EP1244251A1 (en) | 2001-03-23 | 2002-09-25 | Hewlett-Packard Company | Method, computer system, and computer program for monitoring services of an information technology environment |
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EP1328084A1 (en) * | 2002-01-14 | 2003-07-16 | Alcatel | Determination of the cause of degradation of the quality of a service based on the evolution of a set of services |
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EP1398908A1 (en) * | 2002-09-12 | 2004-03-17 | Alcatel | Method and apparatus for automatic adaptation of the SLA and/or the services in a communications network |
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CN103439629A (en) * | 2013-08-05 | 2013-12-11 | 国家电网公司 | Power distribution network fault diagnosis system based on data grid |
WO2015130199A1 (en) * | 2014-02-25 | 2015-09-03 | Telefonaktiebolaget L M Ericsson (Publ) | Method, computer program and node for management of resources |
Also Published As
Publication number | Publication date |
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US7725571B1 (en) | 2010-05-25 |
US7600007B1 (en) | 2009-10-06 |
WO2000072183A3 (en) | 2001-08-30 |
US8028066B2 (en) | 2011-09-27 |
US9509524B2 (en) | 2016-11-29 |
US20120041858A1 (en) | 2012-02-16 |
EP1190342A2 (en) | 2002-03-27 |
US20100218104A1 (en) | 2010-08-26 |
WO2000072183A9 (en) | 2002-06-20 |
CA2371750A1 (en) | 2000-11-30 |
US8073721B1 (en) | 2011-12-06 |
AU5156800A (en) | 2000-12-12 |
US7730172B1 (en) | 2010-06-01 |
US7725570B1 (en) | 2010-05-25 |
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