WO2000072183A9 - Service level management - Google Patents
Service level managementInfo
- Publication number
- WO2000072183A9 WO2000072183A9 PCT/US2000/014175 US0014175W WO0072183A9 WO 2000072183 A9 WO2000072183 A9 WO 2000072183A9 US 0014175 W US0014175 W US 0014175W WO 0072183 A9 WO0072183 A9 WO 0072183A9
- Authority
- WO
- WIPO (PCT)
- Prior art keywords
- service
- network
- monitoring
- agent
- state
- Prior art date
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- G—PHYSICS
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- 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
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- 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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Definitions
- the present invention is directed to various aspects of service level management (SLM), whereby an entity (such as a company, university, Internet service provider (ISP), electronic commerce (EC) provider, etc.) may. for example, map components of a network (i.e.. network devices, transmission media, computer systems, and applications) into services in order to assess the state of those services.
- the state of those services referred to herein as service parameters, may include availability, response time, security, and integrity.
- service parameters may include availability, response time, security, and integrity.
- EC providers need to assess availability — their customers want their Web sites to be available at all times. Their users want quick response time — they do not want to experience undue delay when retrieving information or moving around screens.
- SLA service level agreement
- the SLA ma quantify systems performance, service availability, backup completions and restore times, and problem resolution metrics.
- SLAs may provide financial incentives for exceeding requirements and penalties for failing to meet performance objectives.
- Performance metrics (service parameters) for SLAs may be based on availability to the Internet and measurements of Web site access times. For example, availability may be defined as the total minutes that a Web server is actually available to the public. Access time may be measured on a regional basis using benchmarking methods.
- network service providers can offer different levels (grades) of service in each of these categories, and customers can choose their preferences. If customers want 100% availability, optimal response time, and maximal security and integrity. then they would pay more. Otherwise, they would pay less.
- the customer may select specific- time periods over which various service grades are required.
- the customers can access a service level agreement form on a Web site, and negotiate with the provider the terms of the agreement.
- One aspect of service level management is monitoring of the various computer systems, network devices and software applications for both real-time display and historical reporting.
- a management system should provide visibility into component operational parameters that provide meaningful information to the IT staff for maintaining network availability and performance.
- event management taking information from the monitoring agents in various embodiments, logging it, filtering it, correlating it and determining what actions or notifications, if any, need to take place.
- event management enables the information technology (IT) staff to become proactive in preventing service interruptions by identifying and responding to low- impact events that may be precursors to a more serious event that would cause a service outage.
- IT information technology
- service level management is the taking of operational data obtained by the monitoring agents and transforming it into management information to support the needs of both the business and technical operations within the organization.
- service level reports provide an assessment of service parameters and service levels in a form adapted to the interests of users, IT staff, business owners, EC provider, etc.
- TCO total cost of ownership
- Most businesses have difficulty understanding the extent to which the enterprise network contributes to business profit.
- ROI return on investment
- SLM Service level management helps a business owner understand this relationship between expenditures on enterprise 5 components and the return on investment in regard to the operational efficiencies of the business.
- SLM Service Level Management
- a method and apparatus are provided for 10 service level management (SLM).
- SLM service level management
- a method of monitoring a business process comprises:
- Component parameters are determined for the network components, the component parameters are monitored and the monitored values mapped into service 20 parameters.
- Software agents are utilized to monitor the network components.
- Service levels are designated for accepted levels of the service parameters. The service levels may be incorporated in a service level agreement. Periodic service reports are issued pursuant to the service level agreement, indicating whether the designated service levels have been met.
- a data space comprising service 25 parameters, wherein each service parameter represents a performance indicator of one or more services whose performance depends upon one or more network components, where the one or more services are included in a business process.
- an integrated management system comprising service level management (SLM) for monitoring one or more services; and component management (CM) for managing network components; wherein a business process is composed of the one or more services, and the services are composed of the network component.
- SLM service level management
- CM component management
- BPM business process management
- a method of providing service level management comprising determining services required by a business process, and determining service parameters marked by service levels for each service.
- a service level management system wherein a service depends on at least one network component, the system comprising one or more agents for receiving component parameters and mapping the component parameters into service parameters, and a user interface for generating service level reports which include the mapped service parameters, wherein the component parameters represent a state of at least one network component.
- a method and apparatus are provided for reactive and deliberative service level management (SLM).
- SLM service level management
- a method for managing information which comprises:
- ⁇ providing a plurality of monitoring agents for monitoring components of a network, each monitoring agent receiving events of a select type from the network components and resolving such events into alarms;
- Events is used broadly herein and may include various operational data from a network component, including events and statistics. The event may be generated and transmitted automatically by the network component to an agent monitoring the component, or the agent may poll the network component for the information.
- the method may further comprise relating the component information to a service upon which a business process depends, the component information representing operational data of one or more monitored components, and further determining a state of the business process based upon the component information, wherein the component information determines a measured level of service and wherein the level of service affects the operation of the business process, and further reporting to a user information regarding at least one of a group including availability, faults, configuration, integrity, security, reliability, performance, and accounting of the measured level of service.
- a method of multilevel, multi-domain alarm to service mapping comprising:
- a multilevel architecture for service level management of a network performing the method comprising: ⁇ providing a reactive level for monitoring components in the network to provide service level management; and
- a system for managing the network comprising: an agent operable to receive operational data from at least one component of the network, the at least one component being related to a service on which a business process depends; and a correlator operable to determine a state of the business process based upon the operational data, wherein the operational data of the component determines a measured level of service and wherein the level of service affects the operation of the business process.
- a system for managing the network comprising: one or more agents operable to receive operational data from at least one component of the network, the at least one component being related to a service on which a business process depends, wherein the agent is configured to determine a state of the business process based upon the operational data, wherein the operational data of the component determines a level of service, and wherein the level of service affects the operation of the business process.
- a method comprising: providing a plurality of monitoring agents for monitoring components of a network, each monitoring agent receiving events of a select type from the network and resolving such events into alarms; transmitting the alarms from all agents to a common management agent, which resolves the alarms to produce correlated alarms; and transmitting the correlated alarms to a common sen-ice level management agent to reason across the network as to causes of the events.
- a method and apparatus are provided for event correlation in service level management (SLM).
- SLM service level management
- a system for providing service level management in a network wherein a service is composed of network components and a state of the service depends on the state of the network components, the system comprising: ⁇ multiple monitoring agents to each monitor a respective aspect of operation of the network, each monitoring agent to detect one or more events relative to the respective aspect of operation and to generate an alarm as a function of the one or more detected events; and ⁇ an alarm correlation agent to receive the one or more alarms from the monitoring agents to determine a state of a service and, if necessary, to issue one or more instructions to establish a desired state of the service.
- the monitoring agents comprise at least one of: an infrastructure monitoring agent to monitor operation of the network infrastructure; a computer system monitoring agent to monitor operation of at least one computer system on the network: a network traffic monitoring agent to monitor traffic on the network: an application monitoring agent to monitor operation of at least one application operating on the network; a trouble-ticketing agent to receive reports of problems by users with respect to operation of the network; a response time monitoring agent to monitor a response time of a communication on the network; a device monitoring agent to monitor operation of a device on the network; and a multicomponent monitoring agent comprising an aggregate of any of the above monitoring agents.
- 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.
- 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.
- a system provides service level management in a network, wherein a service is composed of network components and the state of the service depends on the state of the network components, the system comprising: a first monitoring agent to monitor a respective first aspect of operation of the network, the first monitoring agent to detect one or more events relative to the first aspect of operation and to generate an alarm as a function of the one or more detected events; a second monitoring agent to monitor a respective second aspect of operation of the network, different from the first aspect, the second monitoring agent to detect one or more events relative to the second aspect of operation and to generate an alarm as a function of the one or more detected events; and an alarm repository to receive one or more alarms from each of the first and second monitoring agents.
- a system provides service level management in a network having at least one monitoring agent to monitor at least one aspect of operation and to generate an alarm as a function of one or more detected events, wherein a service is composed of network components and the state of the service depends on the state of the network components, the system comprising an alarm correlation agent to receive the one or more alarms from the at least one monitoring agent to determine the state of a service and. if necessary, to issue one or more instructions to establish a desired state of the service.
- a method provides service level management in the network, wherein the service is composed of network components and a state of the service depends on the state of the network components, the method comprising: monitoring one or more aspects of operation of the network and detecting one or more events relative to of the one or more aspects of operation: generating an alarm for a respective aspect of network operation as a function of the respective detected one or more events; and correlating the one or more alarms and determining a state of the service as a function of the correlated alarms.
- a computer program product comprising: a computer readable medium: computer program instructions on the computer-readable medium, wherein the computer program instructions, when executed by a computer, directs the computer to perform a method of providing service level management in a network, wherein a service is composed of network components and a state of the service depends on a state of the network components, the method comprising: monitoring one or more aspects of operation of the network and detecting one or more events relative to the one or more aspects of operation: generating an alarm for a respective aspect of network operation as a function of the respective detected one or more events; and correlating the one or more alarms and determining a state of a service as a function of the correlated alarms.
- a system provides service level management in the network, wherein the service is composed of network components and a state of the service depends on the state of the network components, the system comprising: means for monitoring one or more aspects of operation of the network and detecting one or more events relative to the one or more aspects of network operation; means for generating an alarm for a respective aspect of network operation as a function of the respective detected one or more events; and 5 means for correlating the one or more alarms and determining a state of the service as a function of the correlated alarms.
- a system provides service level management in the network, wherein the service is composed of network components and a state of the service depends on the state of the network components, the system comprising: 10 multiple monitoring agents to each monitor a respective aspect of operation of the network, each monitoring agent to detect one or more events relative to the respective aspect of operation and generate an alarm as a function of the one or more detected events; and each monitoring agent including an alarm correlation agent to receive one oi ⁇ l s more alarms from the other monitoring agents for consideration in the step of generating the alarm as a function of the one or more detected events; and each monitoring agent including a control agent to issue one or more instructions regarding the respective aspect of operation of the network in order to establish a desired state of a service.
- a computer program product comprising: a computer readable medium; computer program instructions on the computer readable medium, wherein the computer program instructions, when executed by a computer, direct the computer to perform a method of providing service level management in a network, wherein a 25 service is composed of network components and a state of the service depends on a state of the network components, the method comprising, for each of a plurality of agents: monitoring one or more aspects of the respective operation of the network and detecting the one or more events relative to the respective one or more aspects of 30 operation; generating an alarm for the respective aspect of network operation as a function of the respective detected one or more events; and communicating with the other agents to access events or alarms in the respective operation of the other monitoring agent, and correlating these events or alarms from other monitoring agents in the alarm generated for the respective aspect of network operation.
- a method and apparatus are provided for display of service level management (SLM).
- SLM service level management
- a display comprises an identification of one or more services, a location of the one or more services, a state of the one or more services, wherein a business process is composed of the one or more services and the services depend on the operation of one or more components in the network.
- 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 network 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 corrective action to correct the sen-ice degradation.
- the business impact analysis may include one or more of service reliability, service availability, service performance, service security, and service integrity.
- a method and apparatus for component to service mapping in system level management (SLM).
- SLM system level management
- a method of determining a state of a service is provided, the service being composed of network components, and the service affecting operation of a business process, the method comprising determining the state of one or more of the network components.
- the states of the network components may be correlated to the services to determine a net state at a designated time of the service.
- the net state of the service may include an intended or scheduled state degradation.
- a method provides for monitoring a state of a service, the service being composed of components of a network, and the service affecting operation of the business process, the method comprising: monitoring the network components to determine the state of the service, and when the state of the service is degraded, determining a cause of the degraded service by performing one or more of: testing the components, querying a database, modifying the components, and implementing a reasoning algorithm.
- a method provides monitoring a state of a service defined by service parameters, wherein the service is composed of network components and the service affects operation of a business process, the method including monitoring and controlling the service parameters by monitoring and controlling component parameters of the network components, wherein the component parameters are mapped to the service parameters.
- a system for determining a state of the service, the service being composed of network components, and the service affecting operation of a business process, the system comprising agents for monitoring and determining the state of one or more of the network components.
- the system may comprise a correlator for receiving the state of the one or more network components and correlating the same to determine a net state, at a designated time, of the service.
- the system may include a scheduler for implementing an intended degradation of the state of one or more of the network components and communicating the intended degradation to the correlator.
- Each of the monitoring agents may correlate events to alarms for its respective network components, and the correlator may receive alarms from the monitoring agents.
- a method and apparatus are provided for service analysis in service level management (SLM).
- SLM service level management
- a method is provided for service level management, wherein a service is composed of network components and the service affects operation of a business operation, the method comprising:
- ⁇ collecting data on component parameters for the network component ⁇ collecting one component parameter as a service parameter
- the determined influence may be represented in one or more of a decision tree, propositional statement, quantified statement, weighted listing, or graph.
- the algorithms utilized may include data mining, neural networks, machine learning, iterative dichotomizing third, genetic algorithms, and classical statistic methods.
- the determining influence may be used by a network component monitoring agent of a network management system.
- the service parameter may be selected from the group consisting of response time, traffic congestion, availability, reliability, security, performance and configuration.
- a service agreement is provided for system level management (SLM).
- SLM system level management
- a method of providing service level management for a network comprises: collecting data on component parameters for the network components: selecting one component parameter as a service parameter; and utilizing algorithms to determine how a service parameter is influenced by the other component parameters.
- the method may further comprise setting a price for the services based on grades of the service levels. There may be awards or penalties imposed if the grades are either exceeded or not met for a given time period.
- the state of the network components may be monitored to determine measured component parameters, the service parameters are determined from the measured component parameters.
- Various service level grades may be provided in the service level agreement, for different time periods. Pursuant to the agreement, service level reports may be issued to the customer on a periodic basis, to indicate whether the service levels have been met.
- Fig. 2 is an SLM use case model illustrating an embodiment of the present invention:
- Fig. 3 is a domain model similar to Fig. 1 showing alarm related objects in the SLM domain;
- Fig. 4 is an analysis model for a View SLR use case, from the use case model of Fig. 2;
- Fig. 5 is a design model for a View SLR use case, taken from the use case model of Fig. 2;
- Fig. 6 is a block diagram illustrating subsystems of an SLM system
- Fig. 7 illustrates a multi-loop architecture useful in SLM management
- Fig. 8 illustrates a subsumption architecture useful in SLM management
- Fig. 9 is a multilevel, multi-domain architecture for service level management
- Fig. 10 is a distributed client/server architecture for multi-domain management utilizing Cabletron ' s Spectrum enterprise management platform
- Fig. 1 1 is a multilevel architecture for multidomain fault management:
- Fig. 12 is an integrated architecture with Spectrum and Nerve Center for multilevel, multi-domain fault management;
- Fig. 13 is a data warehouse scheme with one warehouse;
- Fig. 14 is a data mart scheme, functionally distributed;
- Fig. 15 is a combined data warehouse scheme and a data mart scheme;
- Fig 16 is a diagram of a simplified enterprise network;
- Fig. 1 7 is similar to Fig. 16 but adds monitoring agents;
- Fig. 18 is similar to Fig. 17 but adds an alarm correlation bucket and differentiates between an event space and an alarm space;
- Figs. 19-20 are flow charts of a method for event to alarm mapping;
- Fig. 21 is a basic structure of a rule-based reasoning system;
- Fig. 22 is a diagram of a general case based reasoning architecture;
- Fig. 23 is a diagram of a distributed management svstem for service level management;
- Fig. 24 is an embodiment of a service level management report showing service availability
- Fig. 25 is a graph of rules for a parameter in a component-to-service mapping
- Fig. 26 is a graph illustrating a graded change in a parameter, illustrating the degree of membership concept in fuzzy logic:
- Fig. 27 is a flow 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:
- Fig. 30 is a multi-parameter decision tree produced according to a decision tree algorithm
- Fig. 3 1 is a decision tree produced according to a Tilde data mining algorithm
- Fig. 32 is an embodiment of a service level agreement form
- Fig. 33 is a conceptual SLM architecture for an electronic commerce business
- Fig. 34 is a physical architecture applied to Fig. 33;
- Fig. 35 is a graphical user interface screen shot of a service decomposed into supporting network devices, computer systems and applications;
- Fig. 36 is a GUI display of a service level agreement;
- Fig. 37 is a five-layer model for integrated management:
- Fig. 38 is a conceptual SLM architecture.
- SLM Service Level Management
- service level management refers to a process of:
- a business process refers to the way(s) in which any type of business entity (e.g.. company providing goods or services, a department, a university, an ISP. an EC provider, an Internet access provider, nonprofit organization, consultant, etc.) coordinates and organizes work activities and information to produce a valuable commodity.
- a BP will typically include a number of services, some of which depend on the business " s network, and other services which are unrelated to the network. The goal is to identify services which depend on components of the network, and to identify measurable parameters by which accomplishment of the desired services can be monitored and/or controlled.
- A. SLM Domain Model An SLM domain model 10. shown in Fig. 1 . is one way to accomplish the above-described system level management.
- a domain model consists of two kinds of constructs: ( 1 ) concepts: and (2) relations between concepts.
- a first concept is identified in a box, at the beginning of an arrow, and expresses a subject.
- a second concept at the other end of the arrow, expresses an object.
- the phrase adjacent the arrow expresses some relation that holds between the subject and the object.
- Fig. 1 says that business processes 1 1 are composed of services 12, not that services are composed of business processes.
- a business process is the way in which a business coordinates and organizes work activities and information to produce a valuable commodity.
- Business is used broadly herein to mean any entity, such as a company, department, university, consultant. Internet service provider. EC provider, etc.
- a typical BP includes several services, and some of those services depend on a network.
- a network includes four general categories of components: transmission devices, transmission media (also referred to as lines or links) among the devices, computer systems, and applications (residing on the computer systems and transmission devices).
- a component is used broadly herein to include hardware, software, firmware, applications. processes, etc.
- Computer systems include servers, desktops, workstations, etc.
- Transmission media is used broadly to include copper, wireless, optical, satellite, etc.
- Network is also used broadly to include a business network (sometimes called an enterprise, typically owned by the business), a service provider network (not typically owned by the SP, e.g.. an intermediary between the Internet and customer), telephony networks, etc.
- the information conveyed on the network is meant to broadly include data, voice, video, etc.
- a service is a function that a network pro ⁇ ides for the business.
- a service is an abstraction over and above the network, and arises in virtue of the structure and operation of the network.
- a service may be a function whose performance depends upon performances of network components that support the service.
- One example of a service is providing Internet access.
- the state of a service may be defined by one or more service parameter values.
- a service may have a predefined state expressed as a range of parameter values. The state of a service may depend, for example, on a collection of service parameter values for availability, reliability, security, integrity and response time.
- a service parameter is a variable having a state (value) which represents the performance of some service provided by a network.
- states values which represents the performance of some service provided by a network.
- Three examples of sen'ice parameters are availability, reliability, and usability (e.g., response time).
- a component parameter is either: ( 1 ) a variable having a state (value) which represents the performance of some network component: or (2) a variable having a state (value) which controls the performance of some network component (e.g.. transmission device, transmission media, computer system, or application).
- a component-to-service parameter mapping is a function that takes as input a collection of one or more component parameter values and provides as output a value for a service parameter.
- a service level is some value of a service parameter used to indicate acceptable service qualities.
- a service level agreement is a contract between a supplier and a customer that identifies (1 ) services supported by a network. (2) service parameters for each service, (3) service levels for each sen'ice parameter, and (4) (optionally) penalties/rewards on the part of the supplier and/or customer when service levels are not met or exceeded.
- Supplier/customer is used broadly herein to include both internal and external suppliers (e.g.. an internal IT department providing services to employees of the same company that employs the IT department; or an outside IT vendor providing service to some or all of a business entity).
- a service level report is a report showing service performance for a given period of time, such as the actual value of a service parameter over some period of time.
- An agent sometimes called a manager, is a software entity that is generally responsive to changes in an environment in which the agency exits. Generally, an agent carries out such activities in a flexible and intelligent manner. Autonomous agents may- respond to changes without requiring constant human intervention or guidance.
- Software agents are well-known in the art and ma ⁇ ' be implemented in a variety of computer languages. including C, C++. Java, ActiveX. Tal. Telescript, Aglets, and others. Software agents are described in greater detail in the book entitled Software Agents edited by Jeffrey M. Bradshaw. American Association for Artificial Intelligence. MIT Press 1997. Cambridge.
- agents monitor, reasons, records and /or controls values of component parameters. Categories of agents in the SLM domain include infrastructure agents, traffic agents, system agents, device agents, application agents, special purpose agents, and multicomponent agents. Agents may be provided, for example, as part of a commercially- available software package such as the Spectrum enterprise management system available from Cabletron Systems, Inc.. Rochester, NH and Aprisma Management Technologies. Durham. NI L Other commerciallv-available agents are available. i
- Infrastucture agents monitor (and may also) control parameters of. for example, one or more transmission devices in the network infrastructure, such as bridges. hubs, switches, and routers.
- the parameters typically include port-level statistics.
- Traffic agents monitor (and may also record) traffic that flows over transmission media in the network infrastructure. Examples of such parameters include a number of bytes over source-destination pairs and protocol categories thereof.
- System agents monitor (and may also control) parameters having to do with computer systems.
- these agents reside on the computer system, read the system log files, and perform system queries to gather statistics.
- Typical parameters include CPU usage. disk partition capacities, and login records.
- Device agents monitor and control parameters for a single device, e.g.. rotan switch.
- Application agents monitor (and may also) control software applications. These agents typically reside on the computer system that hosts the application. Some applications include agents that provide indices into their own performance levels. Measured parameters include thread distribution, CPU usage per application, login records, file/disk capacity per application, response time, number of client sessions, and average session length. among others. Note that distributed applications may be managed by multiple application agents. Alternatively, distributed applications may be managed by multicomponent agents discussed in more detail below.
- 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 wider-angle view of the network 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.
- SLM refers to a process of (1 ) identifying services, service parameters, service levels, component parameters, and component-to-service parameter mappings; (2) negotiating and articulating an SLA; (3 ) deploying agents to monitor and control component parameters; (4) producing SLRs: and (5) (optionally) modify ing the performance of the network to deliver better services.
- SLA service level agreement
- the SLA includes services 12, which are measured by service parameters 15. and wherein the service parameters are marked by service levels 1 6.
- SLRs service level reports 17 are composed of the contents of the SLA.
- Business processes 1 1 also outside the SLA. are composed of the services 12.
- Fig. 1 Below the dashed line box (SLA) in Fig. 1 . services 12 are shown composed of components 18 (i.e.. of the network), w hile those components are monitored aild/or controlled by component parameters 19. The component parameters are mapped into one or more service parameters 15. The component parameters, in one embodiment, are monitored and controlled by agents 20.
- agents 20 In Fig. 1 , six types of agents are shown — device agent 21. traffic agent 22. system agent 23. application agent 24. special-purpose agent 25 and multicomponent agent 26. wherein for example a device agent "i a kind of " an agent.
- a transmission device 27 ' " is a kind of " component (as are the transmission line 28. computer system 29. and application 30 ).
- Fig. 1 shows a boundary 32 (solid line) that delineates the SLM system from other objects in the domain.
- Network components 1 8 are considered to be outside the SLM system.
- the agents 20 that monitor and control those components, however, are part of the SLM system.
- the business processes 1 1 are also outside the SLM system. In implementing a new SLM domain model, the following issues are addressed:
- agents are needed to monitor and control the values of the component parameters? (For example, one can select from device, traffic, system, application, special-purpose and multicomponent agents, assuming such agents are available. In other embodiments, additional agents may be considered or specially created to meet specific monitoring and/or controlling needs.)
- the SLA is made up of a list of services and their corresponding service parameters and service levels.
- the service level report is typically a comparison between: ( 1 ) the actual value of the service parameter over some specified period of time; and (2) the service level (mark) that was agreed upon in the SLA. On the basis of that comparison, one may find reason to modify certain components of the network infrastructure, and/or the SLA. Thus, one may perform an iterative process for determining agreeable marks for the service parameters.
- SLAs may include other items, e.g.. the parties involved in the agreement: the dates during which the SLA is in effect: monies exchanged for services; clauses for reward and punishment: and ccteris paribus ("everything else being equal " ) clauses.
- some SLAs may include formulas for calculating the values of service level parameters.
- FIG. 2 is an illustrative example of an SLM use case model 31 in which an actor 32 on the left, e.g.. a supplier or customer (consumer), is shown utilizing certain features 33, 34. 35 (3 of the 5 use cases) of the SLM system, and another actor 38 on the right, e.g.. an overseer, utilizes another set of features 33-37 (5 of the 5 use cases) of the SLM system.
- the use case model is a useful tool for developing a common understanding between the users of the system and the developers of the system to ensure that the users and developers have a common understanding of what the system will deliver.
- the supplier and consumer use the system in the same way; thus, a single actor 32 represents them.
- a second actor 38, the overseer will monitor and maintain the overall system.
- the supplier or consumer are individuals who can view a list of services 33, view the SLA 34. and receive SLRs 35. Billing and accounting may be included in the SLR. In this example, no modifications are permitted by the supplier or consumer.
- the overseer one or more individuals who are the general troubleshooters and maintainers of the SLM system, have the same viewing rights as the supplier and consumer. plus modification permission (such as configuration and set up). They also receive SLM-related alarms 36. and can view and have control over agents 37 in the SLM system.
- modification permission such as configuration and set up.
- ⁇ View SLA see the SLAs by department
- ⁇ View SLR see the SLRs by department:
- Fig. 3 wherein the same notation as in Fig. 1 is used. i.e.. a first concept, at the beginning of an arrow, expresses a subject, a second concept, at the end of the arrow, expresses an object, and the phrase adjacent the arrow expresses some relation that holds between the subject and the object.
- An important functionality provided to the overseer is the viewing of alarms.
- An alarm is a message to the overseer that something is wrong, or about to go wrong. Things can go wrong with individual components that make up services. A subtler kind of alarm is when the components seem to be working fine, but the service is degraded. Thus, there are two general kinds of alarms: component alarms and service alarms.
- Fig. 3 shows that transmission device alarms 40, transmission line alarms 41 . system alarms 42. application alarms 43. user-generated alarms 44. and service alarms 45 are each a kind of (general) alarm object 46. Furthermore. Fig. 3 shows six possible notification methods 47-52 ("is a kind of notifier medium 53).
- An event correlation mechanism 55 "results in” an alarm object 46. and the alarm object is “handled by " " the alarm notifier 54 (which "communicates with " the notifier medium 53).
- the event correlation mechanism takes as input a collection of events, scattered in space and time, and maps them into an alarm.
- an analysis model that identifies a configuration of objects for providing each use case in the use case model.
- the "View SLRs" use case 35 from Fig. 2 is selected to show how collaboration among objects provides this function.
- three categories of objects are as follows:
- Interface objects are the mechanism by which the system connects with objects outside the domain.
- GUI graphical user interface
- Other examples include a command line interface (CLI) into the system or a database interface.
- CLI command line interface
- Entity objects exist for the sole function of holding data. For example, during run time an entity object ma ⁇ - instruct a database interlace object to fetch and return a prespecified piece of data from a database (which is outside the system).
- Control objects exist to process data.
- control objects as algorithms that take data as input, perform some function over the data, and return a value.
- a control object may be instructed to perform a trend analysis on data handed to it by an entity object.
- entity object Generally, a particular kind of object does not perform functions that belong to another kind of object. For example, an interface object would not process data, and an entity object would not display data. However, in some circumstances one may choose to combine the duties of two objects into a hybrid object.
- Fig. 4 shows an analysis model for the "View SLRs "" use case.
- the overseer 38, and the supplier/consumer 32 use the same GUI interface object 58 to get SLRs.
- the GUI object 58 sends an instruction to a control object 59. which in turn sends an instruction to a database interface object 60 to fetch the data from an SLM database 61 .
- the control object 59 receives the data, performs a component-to-service mapping function, and sends the results back to the interface object 58 for display.
- the overseer 38 uses a separate interface object 62 to configure the agents 63- 66 that monitor components in the enterprise network 71 .
- the monitoring agents ma ⁇ include transmission device, transmission line, system and application agents.
- Each agent has a temporary buffer 67-70 to store data. At pre-specified intervals, the buffer is flushed and data is sent to the SLM database 61 via the database interface object 60. This viewing of SLRs presupposes that the SLM database has been populated.
- a threshold function For service alarms, one can incorporate a threshold function into an existing control object.
- a timer in the control object ill periodically fetch component data, compute the component-to-service mapping, and run the result through the threshold function.
- the control object acts like a computer process that runs in the background, in addition to its normal function of preparing data for SLRs on demand by the user.
- one option is to insert a control object incorporating a threshold function between each monitoring agent (63-66) and corresponding buffer agent (69-70).
- Another option is to incorporate threshold functions into the existing monitoring (interface) agents (63-66). in which case one may use hybrid monitoring agents.
- enterprise agents include Spectrum® agents, available from Cabletron Systems. Inc.. Rochester. New Hampshire, and Cuprisma Management Technologies. Nashua. New Hampshire, and OpenView agents, available from Hewlett-Packard. Palo Alto. California. These enterprise agents perform network, systems and application management, but are generally lacking in traffic management. For example. Spectrum is integrated with well-known systems and application management products such as BMC Patrol (BMC Software. Houston. TX). Platinum ServerVision (Epicor Software. Irvine. CA). Metrix Win Watch (Applied Metrix. Natick. MA) and Tivoli TME (Tivoli Systems. Austin. TX).
- a commercially-available traffic monitoring agent is the Programmable RMON 11+ agent from NDG Phoenix. Falls Church, VA. NDG ' s traffic agent allows the overseer to write traffic management routines in programming languages such as Perl and then download them to the traffic monitoring agent.
- Continuity A commercially-available service management application is Continuity, developed by ICS GmbH of Germany. Continuity may be integrated with Cabletron's Spectrum, which in turn is integrated with the products mentioned previously. Continuity contains template agreements and reports for common services and standard algorithms for rolling up (mapping) component parameters into service parameters.
- SLM database is Cabletron ' s Spectrum Data Warehouse. This product is designed to interface with enterprise management systems and allow further development of off-line management applications such as accounting, capacity planning, and data mining. Data warehouses for use with enterprise management systems are more particularly described in commonly owned and copending U.S. Patent Application
- Fig. 5 shows a design model for the "View SLR "" use case.
- the overseer 38 and the supplier/consumer 32 use Continuity 74 to generate SLRs. On demand. Continuity performs a component-to-service mapping function, using data in the Spectrum Data Warehouse 75 which has been populated by Spectrum 76, WinWatch 77. Patrol 78 and RMON 11+ 79 monitoring agents. Integrated event correlation and alarming are performed by the Spectrum enterprise monitoring agent 76.
- the overseer 38 uses a common integrated interface 80 to configure the agents that monitor components in the enterprise, configure SLAs and SLRs. and manage alarm notifications. The viewing of SLRs presupposes that the Data Warehouse 75 has been populated with data from components in the enterprise network 71 .
- the above-identified existing software systems may be configured to work with each other to realize the design model and. by implication, the analysis, use case and domain models.
- CRC class- responsibility-collaboration
- object-oriented language such as Smalltalk.
- C++ or Java when system designs are implemented.
- use case means the same as the CRC term "scenario”.
- the domain model and the analysis model are much the same as the CRC exploratory phase and analysis phase.
- a class is an abstraction over a collection of objects, and is related to the objects by the "is a kind of relation.
- Fig. 3 shows an alarm object class 46 and a notifier medium class 53.
- a class hierarchy shows how various classes are related to each other.
- the system alarm class 42 can be extended to show that Unix OS alarms and Windows NT alarms are kinds of system alarms. Furthermore, one can decompose Unix OS alarms into thread alarms, log-in alarms, and CPU alarms, which also might be kinds of Windows NT alarms.
- Some classes may not have a class hierarchy, for example, the alarm notifier 54 in Fig. 3 is an object in a class by itself.
- the responsibilities of a class include: ( 1 ) actions that the class performs; and (2) information that the class holds. Generic responsibilities of three classes — interface. entity and control objects, were discussed previously. The CRC methodology is more specific.
- one responsibility of an alarm object is to hold information about itself.
- Such information might include alarm ID, type of alarm, time of the alarm, severity of the alarm, the agent that issued the alarm, the component to which the alarm applies, the location of the component, the IP address, the MAC address, the underlying events that caused the alarm, the probable cause of the alarm, and a recommendation of how to deal with the alarm.
- a second responsibility of an alarm object is to provide information about itself when asked or to vanish when told to do so.
- the alarm notifier class 54 contains information such as its process ID, its state (e.g., idle or non-idle), CPU usage, and the agents to which it is connected. Its primary responsibilities are to receive alarm objects and to forward them to some notifier medium 53.
- the alarm notifier object 54 is mainly a control object.
- Collaboration is a communication between one object and a set of other objects so that the one object can fulfill its responsibilities. For example, the responsibility "forward alarm information' ' of the alarm notifier 54 in Fig. 3, requires a collaboration of the alarm object 46 and the notifier medium 53.
- the CRC methodology further specifies the use of class hierarchy graphs. collaboration graphs, class cards, and subsystems for developing a software design. These can be used to develop an SLM system software design. For example, a logical grouping of objects that combine to perform some identifiable function (i.e.. a subsystem) is made to reduce complexity.
- a subsystem a logical grouping of objects that combine to perform some identifiable function (i.e.. a subsystem) is made to reduce complexity.
- Fig. 6 shows a monitoring subsystem 82. a reporting subsystem 83, an alarm management subsystem 84, and a user interface subsystem 85. all of which work together to provide the SLM system. Note that the monitoring subsystem 82 collaborates with each of the other three subsystems 83-85. If one considers the objects as existing software systems, e.g..
- the subsystem structure thus simplifies the complexity of the project and suggests how- preexisting software systems can be integrated to accomplish the desired SLM system.
- a supplier of service level management may perform the following three-step process in providing SLM to customers:
- Phase 1 Study the customer ' s business processes and its service requirements
- Phase 2 Design an SLM model to satisfy those service requirements and build and test a prototype
- Phase 3 Run the prototype for some time to establish a baseline and negotiate an SLA: once the full SLM system is in operation, produce
- Phase 1 the supplier and customer work toward a common understanding of the customer's business practices. For example, if the consumer is a healthcare organization, the supplier may study the essentials of healthcare management and discuss with the consumer how these apply to this particular organization. Then, the supplier and customer develop a common understanding of the network related services required by these business processes. The services that depend on the network will be included in the SLM, and should be identified by name. The supplier and the customer then develop a common understanding of the service parameters and service levels for each service.
- the supplier needs to know what service parameters are most important to a specific customer. For example, in the package delivery business, speed of delivery may be most important to one delivery company, whereas a compan ⁇ - that specializes in fragile cargo may be more concerned with nonbreakage. Generally, the supplier will identify the service parameters that have a special relation to the goals of the business. Simple and common names should preferably be attached to the service parameters and service levels to ensure a common understanding between the supplier and customer.
- the supplier conducts an inventory of the enterprise components. e.g., the topology of the network, the types of transmission devices and transmission media, the types of systems being used, the types of applications being used, and existing management processes. Typically, the person carrying out this step is a network specialist or systems analyst.
- the goal is to produce a high-level comprehensive picture of the enterprise.
- the supplier then considers correlating services and components.
- the supplier may need to distinguish between "end-to-end " coverage of services and "selective" coverage of services.
- an end-to-end coverage for internal e-mail would include all user systems, the mail servers, and all transmission devices and media. Under a selective approach, one would designate only the e-mail server and the transmission devices.
- the supplier then considers demarcating component parameters by which to measure and (optionally) control the components, and to mapping those component parameters into service parameters.
- One method for mapping includes declaring that some component parameter is a service parameter, in which case a one-to-one mapping between the component and service parameter has been established.
- An alternative technique is to devise a function that takes as input a set of component parameters and outputs a value of the service parameter that depends upon the input component parameters. In the latter case, there is a many-to-one mapping between the component and service parameter, respectively. Note that the input to such a function is likely to be a time series, that is, a table of input values that are measured, for example, every ten minutes.
- the supplier identifies agents to monitor and control components, (2) designs agent integration and (3) experiments with non-production prototypes.
- the supplier may identify agents (such as management systems), commercial or otherwise, that can monitor the component parameters.
- agents such as management systems
- the supplier also considers the kind of repository
- the supplier determines how to integrate the system and then builds a non- production SLM system in order to test the capabilities of isolated and integrated agents in the system.
- the supplier moves the overall system into production, and a baseline is established to produce the first SLR.
- the supplier and the customer review the first SLR, and negotiate an SLA. They may consider the SLA an initial requirement subject if necessary, to later negotiation of new sen'ice parameters and service levels.
- 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, rewards, or penalties are specified in the SLA. a simple progress report.
- An enterprise management system that exhibits "intelligence " or "intelligent behavior” may be achieved by a set of collaborating agents having the following functionality:
- Sensors for monitoring an enterprise component, e.g., device- monitoring agents that perceive operating characteristics of devices, and traffic monitoring agents that perceive characteristics of network traffic.
- Effectors for instructing an enterprise component, e.g., instructions to restrict classes of traffic that flow over network lines, instructions to restrict user access to Web server operating systems, and instructions to download a software application to multiple systems at one time.
- an enterprise component e.g., instructions to restrict classes of traffic that flow over network lines, instructions to restrict user access to Web server operating systems, and instructions to download a software application to multiple systems at one time.
- ⁇ Communication for conferring with other agents, e.g.. device, systems and application agents may send events to an enterprise agent, the enterprise agent sends an alarm to a paging system, and the paging system sends a message to a troubleshooter.
- agents e.g.. device, systems and application agents may send events to an enterprise agent, the enterprise agent sends an alarm to a paging system, and the paging system sends a message to a troubleshooter.
- policies and Rules for defining goals, e.g.. agents attempt to enforce the defined goals (policies and rules) when making decisions about actions to be taken.
- “Intelligence” in an enterprise management system is generally understood as a system that carries out policies and rules, with little or no human intervention. To do this, an enterprise management system has to learn about its current environment and. based upon the defined policies and rules, it must discern whether a change in that environment is problematic or intentional (e.g., a scheduled change). Learning and proper execution of knowledge are the hallmarks of intelligence.
- the enterprise is inherently a distributed, multi-domain entity. Enterprises typically are partitioned in ways that help administrators understand and manage them, for example, with respect to geographical domains, functional domains, or managerial domains.
- the tasks involved in managing distributed enterprises are too complex for a single agent. Thus, the tasks have to be performed by a collection of distributed, cooperative agents.
- Enterprise administrators desire a relatively "autonomous" enterprise management system that can perform routine tasks and handle administrative problems reliably, with little or no human intervention. Included would be for example: fault identification and repair; easy configuration of devices, systems, and applications to support the business; identification and correction of performance problems; methods to control the accessibility of enterprise components; and methods to distribute software over the enterprise.
- a multi-loop architecture shown in Fig. 7. is one way to implement intelligent collaboration among multiple agents.
- the intelligent behavior starts with sensors 88 extracting sensor information (from the enterprise 89) that flows through various modules 91-97 of the architecture until it is transformed into instructions that are executed by effectors 90 (applied to the enterprise).
- the flow of information begins with the abstraction of sensory input (going up the left side of the figure (88-92-95), one or more levels), reasoning (going from left to right (88-91-90: 92-93-94; 95-96-97). at one or more levels), and instructions (going down the right side (97-94-90). one or more levels).
- Each loop of the multi-loop architecture defines a different level, separated in Fig. 7 by dashed lines 98, 99, wherein higher levels involve a more deliberative behavior designed for longer-term problem solving, and lower levels define a more reactive or reflexive behavior designed for short-term problem solving.
- each level of the multi- loop architecture is a separate control loop that corresponds to a specific class of problems, where problems are petitioned and assigned to levels according to the amount of time and type of information required to solve them.
- the short-term abstraction-reasoning-instruction loop (88-91-90) at the lowest level provides a quick reaction, bypassing the upper levels.
- tasks might include temporary disconnection of a busy server or an immediate action to switch to a backup server in the event of failure of a primary server.
- traffic shaping to support integrated multimedia services such as voice, data, and video on demand.
- the medium-term loop (92-93-94) provides reaction to more complex problems and operates on increasingly abstract data relative to the lowest level.
- such tasks might include event correlation in a busy enterprise with multiple "contact loss" events, when some particular event is the real culprit and other events are effects of the culprit event.
- the resolved instruction might be to forward an explanation and recommend repair procedures to a repair person via a pager or to actually initiate the repair procedure automatically.
- the top long-term loop (95-96-97) would provide reaction to problems or situations that are less urgent and can allow more time for performing an analysis.
- the classic example of such a task is the reasoning involved in deciding to move a host from subnet A to subnet B because the majority of the host ' s clients reside on subnet B, thereby causing increased traffic on the link between A and B.
- Another task requiring more deliberative analysis is long-term capacity planning.
- a system or compilation of systems may be provided that perform varying levels of response, which are generally a function of the complexity of the problem and the desired response time.
- the system behavior begins with an initial input of data and ends with instructions executed by effectors.
- Input data may be passed through one or more levels of the multi-loop architecture.
- Each level of the multi-loop architecture may filter data to remove errored and/or extraneous data from the data passed to it. and may transform the received data into more informative data to formulate a response or pass data to the next layer above.
- data becomes manageable that is. when collected data reaches a point where a response can be formulated, the data is compared with predefined knowledge about what response(s) should be performed. This predefined knowledge may be implemented by, for example, look-up tables, expert systems, and/or neural networks.
- FIG. 8 Another architectural embodiment for implementing intelligent collaboration among agents, referred to as a subsumption architecture, is shown 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 level subsumes (i.e.. uses) the behaviors of the levels beneath it;
- sensor data is not transformed through levels of abstraction. Instead, multiple levels 102-105 (extracted by sensors 101 from enterprise 100) monitor one or more of the same sensor signals, and certain combinations of signals trigger appropriate behaviors.
- the output of a level-N behavior modifies or adds to the output of levels beneath N to produce an enhanced behavior (instructions from effectors 106).
- some kind of reasoned behavior is possible even if an upper level-N behavior is disabled. For example, in an enterprise management domain, suppose a server monitoring agent reviews all server events and is capable of identifying bad events and forwarding them to a repair person via pages. Further suppose that there is a very large number of such agents monitoring a Web server farm. This is level-0 behavior, and it is not difficult to build agents to perform this behavior.
- the job of the enterprise agent is to perform event correlation over three varieties of events. This event correlation is at least a level- 1 behavior.
- the enterprise agent needs to determine the root cause of a collection of bad events having to do with servers. network devices, and systems. For example, if the enterprise agent reasons that a multitude of bad server events is really an effect of a failed networking device, then the agent interferes with a level-0 behavior (which would monitor and perhaps attempt to correct the bad server events).
- the output of the level- 1 behavior may be to suppress the forwarding of numerous server and application events and instead forward a single device event to a repair person.
- level- 1 behavior might become dysfunctional, there is still some management being performed at some other level of the architecture. If the level- 1 behavior were to fail, then the system or network administrator would be flooded with pages regarding server and application malfunctions. However, reduced monitoring capability is better than having no capability whatsoever. The burden of event correlation is then shifted from the enterprise management system to the repair person.
- Another feature of the subsumption architecture is that there is not a symbolic layer in the architecture. That is, the enterprise 100 represents itself, rather than a symbolic model representing the world. The enterprise is represented via continuous unobstructed sensor input, and behavior occurs without a significant lag time.
- the reasoning behavior required for collaboration among intelligent agents in an enterprise management system may be implemented based on a symbolic architecture, i.e.. multiloop. or on a non-symbolic architecture, i.e., subsumption.
- a symbolic architecture i.e.. multiloop.
- a non-symbolic architecture i.e., subsumption.
- an architecture may incorporate features of both.
- Fig. 9 shows an SLM architecture based upon collaborations among intelligent agents, as previously described.
- NMS network management system
- SMS system management system
- AMS application management system
- TMS traffic management system
- EMS enterprise management system
- SLM service level management system
- the SLM sends instructions for automatic control to the EMS, or for human control.
- the EMS at level- 1 sends instructions down to the four agents 108-1 1 1 at level-0, or else sends instructions for human control.
- the four agents send instructions to components in the enterprise 1 14 for automatic control, or else send instructions for human control.
- a control instruction may be to execute an action directly on an enterprise component (unsupervised control), to log the fault in a trouble-ticketing system (supervised control), or to pass the fault to the enterprise management system 1 12 on level- 1.
- Level- 1 behavior is, e.g.. the performance of event correlation over network, system, application and traffic events.
- An off-line fault management agent at level-2 (part of the SLM 1 13) ma ⁇ analyze faults from a historical perspective, with the goal of discovering trends that are hard for the systems on level-0 or level- 1 to detect.
- An example of a level-2 behavior is the execution of a data mining algorithm to determine what general enterprise conditions lead to certain classes of faults.
- an off-line SLM agent on level-2 should know whether a particular component contributes to the health of a service and take action accordingly whenever the component begins to degrade or fail.
- EMS enterprise management system
- Cabletron's Spectrum enterprise management platform is based on a distributed client/server architecture.
- the Spectrum servers called SpectroSERVERS (SSs) 1 16, 1 17. 1 18. monitor and control individual domains in an enterprise 1 19.
- the Spectrum clients called SpectroGRAPHS (SGs) 120, may attach to any SS (1 16-1 18) to graphically present the state of that SS ' s domain, including topological information, event and alarm information, and configuration information.
- SSs also include a Command Line Interface (CLI) through which a system or user may access component data or execute control instructions.
- CLI Command Line Interface
- the SGs are examples of pure interface objects, while the SSs are examples of hybrid interface-control objects.
- the SGs are the interfaces to the enterprise administrators (1 16-1 18), but do not have direct access to the enterprise.
- the SSs (1 16-1 18) provide the interface to the enterprise 1 19. but are not responsible for displaying data; the SSs pass data to the SGs for display.
- Any domain may be viewed from a single SG. If SG-1 120 is in communication with SS-1 1 16, but the user wishes to monitor and control the domain covered by SS-2 1 17. the user may click on an icon in SG-1 that represents SS-2.
- Fig. 10 shows by a solid line 121 a primary client server communication between SG-1 120 and SS-1 116. Virtual communications between SG-1 and other SSs are indicated by dotted lines 122. 123.
- a three-layered hierarchical topology is used, with one master SS connecting to 14 SSs, each of which in turn was connected to 15 to 20 more SSs.
- Each end-node SS monitored several hundred manageable devices. A total of 15 SGs were attached to each SS at the top two layers of the hierarch ⁇ '. and each SG was given permission to inquire down to each end-node SS on demand.
- a 1 :7 ratio among SSs that are configured hierarchically was derived from workstation operating system characteristics (rather than communications traffic load among SGs and SSs).
- workstation operating system characteristics rather than communications traffic load among SGs and SSs.
- each SS is an intelligent domain-monitoring agent, capable of presenting management data on demand to any client SG.
- inter-SS communications are kept to a minimum.
- Each SS knows about its peer SSs but is prohibited from extensive communication with them. It will be described below how SSs may communicate by intermediary agents that reside at a higher level of abstraction.
- This distributed version of Spectrum may be installed at business enterprises ranging from a few (2 or 3) SSs to several hundred.
- the business enterprise is divided into geographical domains, and an individual SS monitors and controls each domain.
- a central master SS typically is located at business headquarters. This arrangement allows for "follow-the-sun" management of global enterprises, where client SGs alternately attach to the master SS to take over control of the global enterprise.
- polling-based management can be costly in terms of bandwidth load.
- SS polling i.e.. using it only for testing basic element presence or status
- inband management traffic is reduced considerably.
- Data collected via the enterprise management system may be utilized in two ways.
- network devices in all domains are represented topologically to monitor and control the operations of the enterprise as a whole.
- Alarms are generated for devices that experience outages and degradation. Spectrum's event correlation capability prevents the problem of alarm flooding.
- An example of the alarm flooding problem is when a particular failed device causes apparent, non-real alarms on a large number of other devices, an example of which will be provided below.
- the total collection of device alarms may be mapped into a well-defined service level agreement (SLA).
- SLA service level agreement
- the service agreement may state that repair procedures for alarms that effect high-profile customers are given a higher priority than are alarms for lower-profile customers. This preferential treatment of high-profile alarms is accomplished operationally by assigning relatively higher weights to higher-profile than lower-profile alarms.
- At the end of the month it is an easy matter for both supplier and customer to view the total collection of alarms and determine whether the agreement has been met or violated. Further, because component data is analyzed in real time and related to the SLA in real time, violations of the SLA can be detected or predicted. In response to these predictions or detections, components in the enterprise may be reconfigured so that the SLA is met or not violated in the future.
- Fig. 1 1 shows this system, where multiple domains in the enterprise (124), level-0 (125), and level- 1 (126) modules are shown as tiled elements. There are common modules at level-2 (127).
- A refers to abstraction.
- R to reasoning, and 1 to instruction.
- Fault management may consist of event monitoring, event correlation, event- to-alarm mapping, diagnosis and repair of causes of alarms, alarm-to-service mapping, and service level reporting with respect to the repair of high profile and low profile alarms.
- Each Cabletron SpectroSERVER performs those tasks with Spectrum's event correlation mechanism and alarm reporting facilities. This functionality is referred to as intradomain event correlation and alarm reporting, and it occurs at level-0 (125).
- interdomain alarm correlation and alarm reporting processes are operating at three levels of abstraction: (1 ) event correlation and alarm reporting with respect to individual domains (level-0); (2) alarm-to- service mapping and service reporting with respect to individual domains (level- 1 ): and (3) alarm correlation across multiple domains (level-2).
- level-0 event correlation and alarm reporting with respect to individual domains
- level- 1 alarm-to- service mapping and service reporting with respect to individual domains
- level- 2 alarm correlation across multiple domains
- individual SSs have local knowledge and reasoning capabilities with respect to their domains of interest, but do not have global knowledge of the entire enterprise. Because the physical architecture permits only limited intercommunication among SSs. some other way is needed to perform the interdomain alarm correlation task.
- the interdomain alarm correlation task is illustrated as level-2 (127) in Fig. 1 1.
- the bottom-most levels 0 and 1 are performed by SSs that monitor and control individual domains in the enterprise.
- the agent A 2 that resides on the top level-2 collects alarms from multiple SSs and carries out interdomain alarm correlation, communicating with other SS agents on lower levels as appropriate. Note, then that the SS agents may communicate with each other indirectly (and unbeknowingly) via the intermediary agent on the top level-2.
- the reasoning paradigm R? at the top most level-2 may be. for example, a rule- based expert system, a case-based reasoning system, or a state transition graph. Several commercial products that incorporate one or another of these paradigms are available.
- MicroMuse (San Francisco, CA) provides a product NetCool. which is specially designed to perform the function of the top-most level-2 agent. MicroMuse has integrated NetCool with Spectrum and several other management systems. It is based on a rule-based expert system paradigm, in which a set of rules serves the function of multivendor alarm correlation, alarm triggering, and entering select data into an SLM database.
- Cabletron has a system that integrates Spectrum with NerveCenter available from Seagate Corporation (Los Angeles, CA), where NerveCenter is the top-most level-2 agent. NerveCenter uses a state-transition graph paradigm and similarly performs interdomain alarm correlation and triggers actions based on alarms.
- the Spectrum alarm notifier (AN) 130 is a client process, referred to as a "daemon", that receives intradomain alarms from all lower level SSs 1 16-1 18.
- the AN can be configured to allow select alarms to be passed to NerveCenter (NC) 131.
- NC NerveCenter
- NerveCenter performs high-level reasoning over the collection of intradomain alarms, identifying any interdomain alarms. If needed. NerveCenter can communicate with other SS agents via the Spectrum command line interface (CLI) 132. Communications can include a request of certain SSs for further bits of information, a request of certain SGs to display a warning of an imminent failure, and a request of a paging system to contact a repair person.
- CLI Spectrum command line interface
- top-most agent 131 Another alternative for the top-most agent 131 is Cabletron ' s SpectroRX. which provides some degree of learning and adaptability. It is an implementation of case- based reasoning. This would thus provide the abilit)' of the top-most agent to learn and adapt itself to new problems given its experience.
- Operational Data is data collected at a source, where the source is close to the operation of the enterprise. Examples are monitoring agents such as Spectrum enterprise agents. WinWatch system agents. Patrol application agents. NetScout RMON traffic agents, and special purpose data collection agents.
- FIGs. 13. 14 and 15 illustrate three enterprise agents 134. 135, 136 that monitor three geographical domains 137, 138, 139 in a large enterprise 140, producing unscrubbed operational data 141 for each domain.
- ⁇ Data Scrubbing is the process of cleansing operational data in preparation for moving it to a data warehouse. Examples of data scrubbing are (1 ) replacing a garbage value with null, (2) collapsing duplicated data, and (3) filtering out irrelevant data. Figs. 13. 14 and 15 illustrate transitions from unscrubbed data (in operational databases
- ⁇ Data Warehouse is the repository where scrubbed data is put.
- the data warehouse is implemented in a commercial database system such as Oracle or Microsoft SQL Sen'er.
- Many data warehouses include reporting facilities and generic algorithmic methods for analyzing the data, for example Crystal reports and data-mining algorithms.
- ⁇ Data Mart is a collection of repositories where scrubbed data is put.
- a data mart is generally smaller than a data warehouse and holds specialized data suited for a particular task.
- a data mart might exist solely for holding accounting data 148, another data mart for holding data to perform capacity analyses 149, and another for holding data for service level reporting 150.
- One option is to configure enterprise monitoring agents to forward select data directly to special purpose data marts (148-150), as shown in Fig. 14.
- Another option is to first collect all data in a central warehouse 147 and then distribute it to data marts (148-150) for special purpose tasks, as shown in Fig. 15.
- Other configurations for storing data may be used.
- the first is realtime enterprise management, which is conducted close to data collection sources. It occurs at low levels of abstraction and is performed by monitoring agents. Such tasks include local event correlation, alarming, and time sensitive control of the enterprise processes.
- the second mode of operation is off-line enterprise management, which is conducted operationally far from data collection sources. It occurs at higher levels of abstraction and is performed by agents that are less restricted by time-sensitive decision- making. Such tasks include accounting and billing, capacity planning, service level reporting, and general data mining with specific goals in mind.
- real-time agents perform monitoring and controlling functions in the present, while off-line agents support the future.
- Real-time agents maintain the environment on a daily basis, whereas the off-line agents serve to mature and direct environmental changes for the future.
- One aspect of the present invention correlates the alarms generated with respect to different operating characteristics of the network to determine a level of service in the network.
- a simple network will be referenced.
- two networks N l and N2 are connected by a communications link L.
- a first router Rl associated with network Nl communicates with a second router R2 associated w ith network N2 through the communications link L.
- the two networks, and their respective systems, are together referred to as the enterprise.
- Two computer systems CSl , CS2 reside on network N l and two computer systems CS3, CS4 reside on network N2.
- a client/server application e.g., a database application, that is supported by the network infrastructure and the computer systems is present.
- a database server S resides on computer system CS l and database clients C 1 -C4 reside on computer systems CS 1 -CS4. respectively.
- the four client applications are Graphical User Interface (GUI) interfaces through which users U l -U4, respectively, interact with database server S.
- GUI Graphical User Interface
- a network infrastructure agent IA monitors the operation of routers Rl . R2.
- a computer system agent CSA monitors the operations of computer systems CS 1-CS4.
- An applications agent AA monitors database server S and the operation of database clients C1 -C4.
- a traffic agent TA monitors network traffic that flows over networks Nl , N2 and over the communications link L.
- a trouble-ticketing system agent TTA monitors users U1 -U4 who depend on the client/server database application. The users log problems in the trouble-ticketing system agent when their database transactions are not operating properly.
- Each of the five agents (CSA, AA, I A. TA. TTA) monitors its respective portion or aspect of the operation of the enterprise by detecting events.
- a report of this event may be output by the respective agent. For example, if users U3 and U4 report an unacceptably slow behavior of their database transactions, there may be trouble-tickets logged with the trouble-ticketing system agent TTA. Each of these logged trouble-tickets would be reported by the trouble-ticketing system agent TTA as an event.
- the event correlation over the enterprise is divided into the concepts of event space and alarm space.
- the five agents perform an event-to-alarm mapping function.
- the resulting alarms are sent to an alarm bucket AB.
- An alarm correlation agent AC A is provided to analyze the alarms from the alarm bucket AB.
- the number of items in the alarm bucket AB is considerably less than the number of raw. i.e., unprocessed, events that occur in the enterprise.
- Each monitoring agent processes or sifts through its respective detected events and makes a determination about whether or not to issue an alarm with respect to its area of interest in the enterprise ' s operation.
- the issued alarms are sent to the alarm bucket AB for correlation with other alarms, which correlation is performed by the alarm correlation agent ACA.
- the five agents are operating in real-time, although each may also have an off-line component for analyzing historical data. Each agent then may either discard any remaining events or place them in a local archive for subsequent retrieval or processing.
- step 160 events in the enterprise network are detected. For each aspect of network operation, one or more events are mapped to one or more alarms, step 161. The alarms are sent or output to the alarm bucket, step 162. The alarms are correlated and evaluated to determine the network operation status, step 163.
- the network operation status may be reported to a network administrator, step 164.
- the report mechanism may include one or more of: e-mail, paging, and an automated phone call.
- step 165 corrective actions that are necessary for operating the network at a desired level of operation, are identified.
- step 166 the corrective actions may be implemented, or the proposed corrective actions reported to the network administrator. Depending upon the criticality or nature of the network, it may not be advisable to allow an agent to make changes to the network, without some human supervision. In other cases, automatic controls or responses may be allowed.
- 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.
- Each of the monitoring/mapping agents and the alarm correlation agent may implement its analysis of events or alarms using various reasoning paradigms, such as: rule- based reasoning; model-based reasoning; state-transition graphs; codebooks; case-based reasoning; or some combination thereof.
- Rule-based reasoning systems for event correlation are available from BMC Patrol, and Tivoli TME. Model-based reasoning systems are available from Cabletron Systems. Inc. State-transition graph based systems are available from SeaGate. Codebook products are available from SMARTS InCharge (White Plains. NY). Case-based reasoning products are available in Cabletron ' s SpectroRX system.
- Rule-based reasoning (RBR) systems also known as expert systems, production systems, or blackboard systems, generally consist of three basic parts: a working memory, a rule base, and a reasoning algorithm.
- the basic structure of an RBR system is illustrated in Fig. 21 . In that figure, the RBR system 170 is shown to the right of the dotted line 171 , and input from the outside world 175, to the left of line 171 .
- the working memory 172 consists of facts.
- the collection of facts may include the sum total of events and facts about the topology of the enterprise.
- the rule base 173 represents knowledge about what other facts to infer or what actions to take, given the particular facts in working memory.
- the reasoning algorithm 174 (sometimes called an inference engine) is the mechanism that actually makes the inference.
- B can be several kinds of directive, such as:
- ⁇ Execute a control command on some enterprise component (e.g.. reconfigure a router, or prohibit a certain class of traffic over a link or network).
- some enterprise component e.g.. reconfigure a router, or prohibit a certain class of traffic over a link or network.
- the working memory becomes modified with new facts.
- the modification of the working memory might be a result of the directives, or it might be a result of the monitoring agents that enter new facts in the working memory over time. In either case, on the second pass there might be other rules that fire and offer new directives and therefore new facts, and so on for each subsequent pass.
- An RBR system is best applied to a domain that is relatively small, non- changing, and well-understood. For example, it would not be recommended to utilize an RBR agent to sift through a large number of events generated by an enterprise domain. It would be very complex to represent all of these events with rules. Furthermore, if the structure of the - 5
- a computer system is a much smaller entity than an enterprise, and it is reasonable to use an RBR system to perform event correlation over this small domain.
- Many vendors provide RBR-based computer monitoring agents, for example BMC Patrol. Tivoli TME, Computer Associates TNG (Islandia. NY), and Platinum ServerVision. Many of these systems are one-iteration-type systems.
- the reasoning algorithm periodically makes a pass over the memory and the rule base and checks to see if any event (or set of events) should be escalated to an alarm. Such events include repetitious failures of log-on attempts and thresholds for parameters such as disk space and CPU usage.
- An RBR agent could also be used for the alarm correlation agent (ACA).
- the number of alarms received by the ACA is considerably less than the number of raw events.
- the product NetCool from MicroMuse may be used for this purpose. NetCool is a recipient of alarms from other monitoring systems.
- Another product that uses the RBR approach is Network Security Manager (NSM) from Intellitactics (Toronto. Canada). NSM uses an RBR method to correlate (1 ) alarms from monitoring agents; (2) alarms issuing from intrusion detection agents; and (3) alarms issuing from biometric agents (e.g., sensors and smart cards).
- model-based reasoning MBR
- MBR model-based reasoning
- an MBR system represents each component in the enterprise 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 network, 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. Examples of relations among device models are "connected to.” “depends on,” “is a kind of. " and “is a part of. " An example of a behavior is "If I am a sen'er model and I get no response from my real world counterpart after three tries, then I request status from the model to which I am connected and then make a determination about the value of my alarm status
- Event correlation is the result of collaboration among models, i.e., a result of the collective behaviors of all models.
- An example of the MBR approach is Spectrum from Cabletron Systems. Inc. and Aprisma Management Technologies. Spectrum contains model types (known as classes in object-oriented terminology) for roughly a thousand types of physical and logical entities. where each model type contains generic attributes, relations, and behaviors that instances of the type would exhibit. The first thing done after installing Spectrum is to run Spectrum ' s autodiscovery. Autodiscovery discovers the entities in the enterprise and then fills in the generic characteristics of each model with actual data. As monitoring happens in real time. the models collaborate with respect to their predefined behaviors to realize the event correlation task.
- Spectrum ' s MBR approach is suitable for the network infrastructure agent (IA) in Fig. 18.
- the MBR approach provides models of the enterprise components, and thus there is a natural match between the MBR approach and the structure of the real enterprise system.
- a network overseer thinks about an enterprise in terms of its component and structures, rather than a collection of rules.
- a vendor produces a new and improved router
- ente ⁇ rise management agents To avoid excessive computational overhead and improve scalability, one can assign ente ⁇ rise management agents to individual domains, where domains may be geographical or logical partitions of the ente ⁇ rise. Another way 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.
- Spectro Watch is a rule-based reasoning (RBR) system, and can be used to formulate rules that describe how events are mapped into alarms.
- RBR rule-based reasoning
- the advantage of this approach is that a GUI guides one through the process.
- RBR/MBR systems such as NetExpert developed by OSI in the United States. NetExpert uses classes, objects, attributes and relationships to represent network entities, but implements a rule-based engine to conduct intelligent analysis.
- CBR case-based reasoning
- the general CBR architecture is shown in Fig. 22.
- Relevance rules may be used to determine which cases to look at, i.e.. which cases to retrieve from the case library.
- the solution to a problem "response time is unacceptable" may be relevant to bandwidth, network load, packet collision rate, and packet deferment rate.
- f does not have to be a function per se.
- f might be a sequence of steps or a decision tree.
- This method is called adaptation by substitution.
- CBR Express from the Inference Co ⁇ oration (San Francisco, CA).
- SpectroRX from Cabletron Systems, Inc.
- Spectrum performs the event correlation task using the MBR method. Once a fault is identified, however, there remains the problem of finding a repair for the fault.
- experience with similar faults is important, and that is the kind of knowledge that SpectroRX allows one to develop.
- a CBR-type agent would be appropriate for the TTA agent.
- the structure of a case is much like the structure of a trouble-ticket, and a case library is much like a trouble-ticket database.
- a CBR agent would be an option for representing the reasoning mechanisms for an ACA. CSA, and AA.
- each of the five monitoring/mapping agents (CSA. AA. I A, TA. TTA) is monitoring an identifying event from its respective area of interest in the ente ⁇ rise network, mapping the events to alarms and passing the alarms along to the central alarm bucket AB for processing by the alarm correlation agent ACA.
- all of the alarm correlation is being performed by the higher level ACA agent, and the five lower-level (peer) agents are essentially unaware of each other's activities or alarms.
- each of the peer monitoring/mapping agents is in communication with each of the other monitoring/ mapping agents. Each such agent may request and receive events and alarm information from its peers.
- Fig. 23 the layer of monitoring/mapping agents in Fig. 18 is presented as a circle of communicating agents, much like a roundtable discussion.
- RTA application response time
- SDA software distribution agent
- SA security agent
- the SDA is in the middle of a large software distribution session over a server farm and a router fails.
- the SDA raises an alarm about unfinished business and simply stops.
- the manager of the farm then has to correct the problem and restart the software distribution session from scratch. If the session requires a full day to complete, then significant time and work have been wasted.
- an 1A can detect (or predict) a router failure before it has an effect on software distribution.
- the IA can be configured to send a message to the SDA telling it to suspend work until further notice. Then, when the router comes back online, the IA sends a second message to the SDA telling it to continue where it left off.
- the SDA is ready to initiate a software distribution session.
- the SDA may send a message to the IA, CSA and TA asking whether there is any reason not to proceed. If no agent is aware of any alarms on any components on which the distribution depends, then the SDA starts the session. Otherwise, the SDA waits an hour and asks the same question again.
- the peer agents may perform all of the required event-to-alarm and alarm correlation, so that a higher level ALA agent is not required. The peer agents would thus perform and have knowledge of the service level management functions. In another embodiment, the peer agents ma ⁇ ' perform some alarm correlation but still pass up alarms to a higher level ALA (in which case there may be fewer alarms sent up to the ALA).
- models of enterprise components confer with each other to perform event correlation. Much the same thing is happening here, but at a higher level of communication.
- all the models may "live " inside a single software application; in contrast, here the management applications co-exist and live in a larger system, likely to be distributed over the enterprise.
- CORBA common object request broker architecture
- IDL interface definition language
- a display such as an electronic display or a Web browser display
- the display screen shows which sendees are accessible by which groups of users and if a problem exists, the expected time of repair.
- An example of such a display screen 190 is shown in Fig. 24. which is a graphical display in chart form (for a designated date 191) of three services, marked as column headings, and the locations of users (by city and building) as row headings.
- Service 3 in Seattle Building 1 is "Down” (not running), but is expected to be “up at 12 pin” that day.
- This display is by way of example only, and not meant to be limiting.
- the services may be identified more specifically by name, rather than number, and values given of service parameters, such as availability, response time, reliability, security, and integrity (e.g.. data corruption).
- there may be simply one type of entry namely the value of a service parameter.
- an additional parameter is provided in parenthesis in Fig. 24.
- the business owners would be interested in the projected cost of a service degradation or failure, which may be included in the service availability display.
- the business owners may not care about the specific location of the users of that service, and thus in this embodiment that might not be included.
- the services may be identified as for example e-mail, payroll, video conferencing, intercontinental communication, etc.
- the reported service parameters may be designated by location, class of user, compan) . department, etc.
- Component-to-service mapping involves finding a function or procedure that takes component parameters (e.g., device, traffic, system and/or application parameters) as arguments and provides a value for an inferred, higher-level service parameter.
- component parameters e.g., device, traffic, system and/or application parameters
- Ps are values of low-level component parameters
- S is the inferred value of a higher-level service parameter
- f is the function that maps the Ps to S.
- the function f can include common arithmetic operators (plus, minus, division, multiplication, greater than, less than, minimum, maximum, and so on) and Boolean operators (and, or, not. if-then).
- a n 100 - (UUA n / SA n )
- UUA n is a measure of unscheduled unavailability of component n (i.e.. real downtime) and SA n is a measure of scheduled availability of component n.
- a second approach is to simulate the expertise of a good network troubleshooter.
- One way to do this is to construct algorithms that translate streams of numeric readings of monitoring agents into meaningful symbols and to provide an interface mechanism over the symbols that captures the knowledge of recognized experts in the troubleshooting field.
- an RBR system consists of a working memory (WM) 172. a knowledge base of rules 173, and a reasoning algorithm 174.
- the WM typically contains a representation of characteristics of the service, including topological and state information of components that support the service.
- the knowledge base contains rules that indicate the operations to perform when the service malfunctions.
- the reasoning algorithm 174 selects those rules that are applicable to the current situation.
- a rule can perform tests on ente ⁇ rise components, query a database, provide directives through a configuration manager, or invoke another RBR system. With those results, the RBR system updates the WM 172 by asserting. modifying, or retracting WM elements. The cycle continues until a desirable state in WM is achieved.
- the reasoning algorithm can be enhanced with a belief revision capability.
- the algorithm keeps a list of rules selected on each cycle and may backtrack to a previous cycle to select an alternative rule if progress is not being made toward a desirable state ( assuming no operation has not been performed which cannot be undone).
- the rules base can be functionally distributed, and a meta-control strategy provided that selects the component RBR system that should be executed for specific kinds of tasks.
- the usual procedure for constructing an RBR system is to (1 ) define a description language that represents the problem domain, (2) extract expertise from multiple domain experts or troubleshooting documents, and (3) represent the expertise in the RBR format. The procedure can require several iterations of implementation and testing to achieve a correct system. If the domain and the problems encountered remain relatively constant, a correct system needs little maintenance.
- Fig. 25 illustrates a set of rules for issuing notices about traffic load on the network link in an enterprise.
- the function "notice” describes the set of rules below: alarm if load ⁇ 10%o alert if 10% ⁇ load ⁇ 20 .
- notice ok if 20% ⁇ load ⁇ 30% alert if 30%> ⁇ load ⁇ 40%. alarm if load > 40%>
- a WM element, load that is monitored by a traffic monitor.
- the numeric value of load is compared to the rules at prespecified time increments, and one rule fires to update the value of notice.
- the reading of a load ' s value along an interval of length 0.02 could make a big difference, whereas in other cases the reading of a value along an interval length of 9.98 makes no difference.
- a value of load 9.99 issues an alarm, and a value of 10.01 issues an alert, whereas the values 10.01 and 19.99 both issue an alert. This is so because the rule set describes a function that is discontinuous, as shown in Fig. 25.
- Fig. 26 illustrates the fuzzy concept "heavy". A numeric value of. for example, load less than 25. would have a 0.0 grade of membership in the concept "heavy", a value of 30 would have a 0.5 grade of membership, and a value of 40 would have a 0.9 grade of membership. These degrees of membership quantify the transition from one state to the next.
- Fig. 27 shows a general engineering methodology for building and fine-tuning a fuzzy logic system.
- a grammar 200 representing ( 1 ) input variables from monitoring agents (e.g., load, packet transmission rate, channel acquisition time, availability, and response time) and (2) variables (notices, service health, network load adjustment, and transmit buffer time adjustment).
- monitoring agents e.g., load, packet transmission rate, channel acquisition time, availability, and response time
- variables notices, service health, network load adjustment, and transmit buffer time adjustment
- membership functions 201 for each concept.
- fuzzy rules 202 that connect input variables and output variables, while the system builders select a fuzzy inference strategy 203.
- the "defuzzification" 204 uses the same member function to translate commonsense terms back into numeric terms.
- An example of a fuzzy rule is: If load is heavy and file_transfer throughput is slow then service_health is weak and bandwidth adjustment is small increase.
- Fig. 28 shows the operation of a fuzzy logic system for service management.
- the horizontal dashed line 206 in the figure shows the separation of numeric data and common sense data.
- the vertical dashed line 208 indicates a fuzzy system that performs monitoring and reporting only, as opposed to one that also performs service control. In Fig.
- service parameters 212 are monitored by monitoring the component parameters 213 of which the service parameters are composed.
- the component parameters ' numeric values are subjected to fuzzification 214. translated to common sense data by fuzzy inference engine 209. then subjected to defuzzification 210 whereby they are translated into numeric values for controlling the component parameters 21 1.
- an antecedent does not have to be an exact match with the input data.
- the output variables of a rule are adjusted relative to the degree of match between the antecedents of the rule and the (fuzzified) input of parameter monitors.
- the most common fuzzy inference mechanism is called a compositional rule of inference.
- scaling This is affected by whether one includes every possible network component that could affect a particular service. i.e., end-to-end SLM. or alternatively, with selective SLM, in which one includes or selects some of the components that could affect a particular service. Those selected components are chosen on the basis that they adequately represent the desired service.
- One way to address the scaling issue is to find a way to directly measure a service from the user ' s point of view.
- data mining algorithms are useful to discover the critical components on which a service depends. For example, if response time is a measure of service, one can compare the measurements of response time to measurements of all other component behavior. In that way. one may find a close correlation between response time and some critical component, or set of components, in the network.
- the goal of data mining and ente ⁇ rise management is to transform large amounts of raw data into information or knowledge that can be comprehended and used by ente ⁇ rise administrators.
- the knowledge may take the form of discovering cause-and-effect relationships among components in a system, or being able to discover particular component parameters that distinguish a healthy service from an unhealthy service.
- One requirement for a data mining application is to collect and store data that describes the state of the system at regular intervals.
- the data can include configuration data, events and alarms, and performance data.
- the data collected by a set of agents are organized into a time_ordered set of parameter vectors.
- the monitoring agents combine to produce parameter vectors that reflect the state of the system at particular time increments or over an interval of two measurements.
- the data mining algorithms discover how other parameters influence the behavior of a selected parameter, which discovery may be referred to as knowledge.
- Two ways to represent such knowledge include propositional and quantified representations.
- propositional logic the unit of what one can say is a whole sentence, although one may use the usual Boolean operators to create complex sentences. For example, consider the complex sentence "R4 is an AIX server and R4 resides in domain 1 .”
- propositional logic that fact can be represented by the statement P and Q, where:
- Fig. 29 shows a decision tree 220 in which each node in the tree is a proposition.
- the algorithm takes a large table 222 of data as input, in which a service parameter (SP) 224 is marked as the target parameter, and various component parameters 225 that may influence SP are considered (at times tl . t2, t3, etc.).
- SP service parameter
- the algorithm produces a decision tree that shows the major influences on SP. By starting at SP 223 at the root of the tree, one can examine important dependencies proceeding towards the leaves of the tree.
- Top N algorithms produce propositional knowledge as a simple list that shows the top N parameters that are the major influences on the target service parameter, in decreasing order of influence. Unlike decision trees, top N algorithms do not uncover dependencies on multiple influential parameters.
- Rule induction algorithms produce propositional knowledge in the form of rules that show the dependencies between a target parameter and multiple influential parameters. An example of such a rule is: if CPU idle time on R4 > 63% then response time > 2 seconds This statement is useful. However, if one asks the further question: "Are there other machines for which the rule also holds? Are there classes of machines for which the rule holds? Are there instances of such classes in my ente ⁇ rise?" The answers to questions like these will be quantified statements, instead of propositional statements. For example: For all x: If x is an AIX server and
- Inductive logic programming (ILP) algorithms produce quantified statements by incorporating domain knowledge in addition to knowledge collected in a performance table.
- domain knowledge includes the knowledge of relationships known to hold in the domain of the enterprise, for example, componentwise relations and hierarchical decompositions of components into subcomponents. For example:
- R4 is a kind of AIX server All AIX servers are kinds of UNIX servers
- CPU idle time is a parameter of a UNIX server
- ILP Domain knowledge is used by ILP to infer more general knowledge.
- the statements of the knowledge discovered by ILP algorithms can include both propositional knowledge and quantified knowledge. For example:
- the units of description are objects and predicates, and one is allowed to make universal and existential statements that range over sets of objects.
- R4 is an AIX server and R4 resides in domain 1 " can be expressed as Kab and Rac (by convention one places a predicate in front of the objects to which it applies), where:
- ASM Adaptive System Management
- ⁇ TILDE developed at the University of Leuven (Belgium), which is an ILP type system that uses a decision tree algorithm.
- Monitoring agents are in place to collect the values of 250 parameters at regular intervals. Examples of parameter types are CPU load, free memory, database reads. and nfs activity. The agents perform a read every fifteen minutes and store the values in a data warehouse. The SPT service was monitored for two months, resulting in a table of 3,749 vectors, where each vector consists of 250 parameters.
- SPT performance was measured by simulating a generic transaction on the Oracle database and recording the response time of the transaction.
- the performance measure was declared as the pivotal measure in an SLA agreement between the IT department and the users of the SPT.
- the determinator of good and bad performance of the SPT is governed by the test RT > 3 seconds. That means an SPT user should never have to wait more than three seconds before receiving the results of the transaction.
- Fig. 30 shows the results of the decision tree algorithm.
- the most influential parameter is "Server 1 1 paging space.”
- the tree indicates that a high value of that parameter is the main influence on RT > 3.
- a seasoned troubleshooter who tries to make sense of that information might reason as follows: First, the network could be down, causing the mainframe to fail when it tries to send requests to database, while at the same time causing Server 1 1 to time out because the query is performed over the netv/ork. Second. Server 1 1 could be wasting CPU cycles trying to retrieve a file that is not yet there, because the mainframe application has not yet put it there. In any case, the split on "Server 1 1 batch delay " indicates that the way Server 1 1 works with the mainframe should be improved. If one compares the results of ASM's Top N algorithm on the same data, showing the top parameters that influence RT > 3:
- Server 1 1 paging space > 685.5 MB Client 6 ping time > 258.5ms Server 5 CPU idle ⁇ 74.5%
- the paramater "Server 1 1 paging space" corroborates the results of the decision tree algorithm.
- the parameter "Client 6 ping time" is the ping time to a foreign router. It indicates that if the ping time exceeds 258.5 ms. then RT > 3 is likely to be true. A system manager may reason that that fact may be related to foreign users who load complete tables from the database to their client. Because a table can be very big. and the network connections to foreign countries have narrow bandwidth, both ping time and SPT behavior can be affected.
- the parameter "Server 5 CPU idle ⁇ 74.5 " is an influence on RT > 3. but to a lesser extent from the first two parameters. More important, observe that "Server 1 1 CPU idle ⁇ 63" in Fig. 30 is also a strong partial influence on RT > 3.
- TILDE produced the decision tree in Fig. 31 .
- Service Agreement The following service parameters may be included in an embodiment of a service level agreement, for example where the service is providing EC (commerce) — a Web site:
- Performance metrics service parameters
- Availability may be defined as the total minutes that the Web server is actually available to the public. Access time may be measured on a regional basis using benchmarking methods.
- electronic commerce providers are able to offer different levels (grades) of service in each of those categories, and customers can choose their preferences. If customers want 100%> availability, optimal response time, and maximal security and integrity, they would pay more. Otherwise, they would pay less.
- Fig. 32 shows a sample form 230 for specifying an SLA.
- the form provides a calendar, and each day of the month is divided into four, six-hour blocks.
- a customer marks the blocks with certain grades of availability (90-100%o). certain grades of response time (2-5 seconds), and certain grades of security (low, medium, or high). There is a default category at the bottom of the form that applies unless the calendar is marked otherwise.
- the EC provider may set variable prices. For example, during the month of
- a customer can manipulate the calendar with respect to various service grades to see what the costs will be.
- the total cost is updated as the customer marks the calendar.
- the customer can send (via the Internet) the contract to the EC provider for approval, or cancel out.
- the monthly bill depends on the extent to which the service agreement is met or violated. For example, 100% availability is hard to achieve. If an agreement specifies 100%o availability for an entire month and the provider demonstrates that the server has been available 100%. the supplier may receive a bonus of x$ in addition to the regular fee. If the agreement is not met. the provider may be penalized. The provider can publicize such policies in the "policies" section of the Agreement.
- SLM For Electronic Commerce. An Example SLA management is crucial for electronic commerce (EC). Companies have to be convinced that their customers are not having problems accessing and using their Web sites. Further, decisions regarding operational activities, expenditures, and capital investment are measured against the existing and anticipated SLA compliance reports. The following is an example of specific requirements for SLA management:
- the service port e.g.. HTTP. FTP, SMTP POP3. SSL
- FIG. 33 shows a conceptual SLM ente ⁇ rise architecture for an EC business. This architecture is best understood by reviewing:
- Fig. 39 which shows a basic SLM conceptual architecture
- ⁇ Figs. 12-14 which show alternative schemes for data warehousing:
- ⁇ Fig. 9 which shows an enhanced multilevel SLM architecture
- Fig. 1 1 which shows an architecture for distributed domains
- Fig. 33 which shows distributed event correlation over multiple monitoring agents.
- Fig. 33 may be considered a compilation of various aspects of these prior figures.
- Fig. 33 At the bottom of Fig. 33 is an enclosed area representing the EC enterprise network 250.
- monitoring agents 251 -254 which communicate with the enterprise network, and supply events to the common central box 255, which includes an agent 256 designated for "event management, reporting, discovery, and event correlation. " The four agents provide:
- an agent 257 for "definition, monitoring, and control of SLAs."
- the central box receives input from Web interface 258.
- the central box outputs faults to three agents, one for a multidomain alarm correlation 259, one for fault notification 260, and a third for automated fault repair 261.
- the central box 255 also outputs selected events up to the data warehouse 262.
- the dashed line 263 operates in realtime, in-band management. Access is restricted to the EC business only.
- the data warehouse 262 which receives the selected events, (i.e., scrubbed data). Three agents communicate with the data warehouse, a first agent for service reports via browser 264, a second agent for specialized reporting 265. and a third agent for data mining for trend analysis 266.
- the mode of operation is off-line, out-of- band management. It is accessible by the EC business and allows restricted customer access.
- FIG. 33 The conceptual architecture shown in Fig. 33 can be implemented by the physical architecture shown in Fig. 34, where like elements are referenced by primed reference numbers, i.e.. 251 becomes 251 '.
- the tools referred to therein have been previously described, and/or are commercially available.
- the central box 55 is a consolidated enterprise console, which provides a high level view of the ente ⁇ rise from a single console. It provides the means to display various categories of information which support each department in a business organization. It also provides the means to launch the tools required to manage specific parts of the ente ⁇ rise. Specific requirements for the EMS console may include:
- Object-oriented GUI i.e., elements in the GUI are manipulated in the same manner regardless of type
- Fig. 35 shows a simple Spectrum/ICS screen shot 270 of a service decomposed into supporting network devices, computer systems, and applications.
- the three icons 271 , 272, 273 at the top of the hierarchy represent services.
- the ICS Web site service 271 is decomposed into two subservices (Internet access 272 and the backbone 273).
- the light colored icons 276 represent low-level enterprise elements.
- the pull down view menu at the top of Fig. 35 contains a list of possible views and actions (not shown) that can be executed from this console. In addition, the user can click on a particular component and see a list of actions specific to the component.
- a BMC patrol agent detects a fault in a server, which in turn affects the service.
- both icons might turn red. indicating an alarm.
- one can pick an action in the view menu that will generate a corresponding trouble ticket in the Clarify help desk, or it may pass surrounding information to Spectro RX to find an explanation and repair procedure, or it may navigate to a detailed BMC view of the culprit server.
- the user can click on a service icon to view or modify the SLA for the service.
- Fig. 36 shows the invocation of an SLA.
- the screen display 280 includes SLA Activity View 281 , Service Level Agreements 282. and Monitor Definition 283.
- Fig. 37 shows a possible configuration for integrated management of a multilayer SLM architecture.
- Telecommunications Management Network (TMN) model provided by the ITU-T. This model has received general acceptance in both standards communities and industries.
- management tasks are defined over five layers:
- the business/ente ⁇ rise management layer 290 is concerned with the overall management of the business. It covers aspects relating to business processes and strategic business planning. Further, it seeks to capture information to determine whether business objectives and policies are being met.
- 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.
- the network management layer 292 is concerned with a network with multiple elements. As such, it supports network monitoring and remote configurations. In addition, this layer supports issues such as bandwidth control, performance, quality of service, end- to-end flow control, and network congestion control.
- the network element management layer 293 is concerned with the management of individual network elements, for example, switches, routers, bridges, and transmission facilities.
- the network element layer 294 refers to elements that are to be managed. In accordance with this model:
- the model itself is a network that monitors and controls another network.
- the model may be separate from or share facilities with the network it controls.
- Each management system component is meant to be part of an interconnected hierarchy (the five-layer model), able to give up its specialized management information to other systems and to ask for specialized management information from the other systems.
- Each layer in the model is an abstraction over the level beneath it. Tasks at the higher layers are those that need a more abstract view of the network resources; those at the lower levels require a less abstract, more detailed view. ⁇ The model defines standards for interoperability with Graphic
- GUIs User Interfaces
- X-Windows User Interfaces
- the standards specify a language by which agents in the integrated management platform communicate, whether they be in a manager-object relationship (i.e., layer N to layer N- l relationship) or a peer-to-peer relationship (i.e., layer N-2 to layer N relationship).
- 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 network management protocol (SNMP) w as 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 tw 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
- the protocol primitives are: Get: Set; Get-Next; and Trap.
- CMIP Common Management Information Protocol
- CMIP protocol is substantially more complex than SNMP. but can accomplish more in terms of management.
- SNMP is simple to implement and has low overhead in terms of computing resources, but lacks expressive power
- SMNP provides expressive power, but is relatively harder to implement and has higher overhead.
- CORBA Common Object Request Broker Architecture
- OMG Object Modeling Group
- IDL interface definition language
- CORBA is expected to be adopted by the Telecommunications Information Networking Architecture (TINA) consortium.
- the services 12 depend on some set of enterprise components 18. wherein those components 18 can be monitored and/or controlled by component parameters which in turn are monitored and/or controlled by agents 20.
- the result is to define a service in terms of a collection of agents that collaborate to deliver some service function.
- a five-layer integrated management model (Fig. 37) is provided, in which at the highest level a business-enterprise management layer 290 defines the business processes and seeks to capture information to determine whether such business processes (objectives and policies) are being met.
- Business processes 1 1 are composed of services 12, and the next sen'ice management layer 291 is concerned with measuring services by means of service parameters 15, which are marked by service levels 16.
- service management layer 291. there is a network management layer 292 concerned with overall network management, e.g., network monitoring and remote configuration, bandwidth control, network congestion control, etc.
- network element management layer 293 which manages the individual network elements, such as switches, routers, bridges and transmission facilities.
- network element layer 294 which directly monitors the internal operation of individual network elements. As previously discussed, multiple agents are selected to monitor the various types of network components.
Abstract
Description
Claims
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- 2000-05-23 WO PCT/US2000/014175 patent/WO2000072183A2/en active Search and Examination
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US7725570B1 (en) | 2010-05-25 |
WO2000072183A2 (en) | 2000-11-30 |
AU5156800A (en) | 2000-12-12 |
US7725571B1 (en) | 2010-05-25 |
US8028066B2 (en) | 2011-09-27 |
US20100218104A1 (en) | 2010-08-26 |
US20120041858A1 (en) | 2012-02-16 |
US7730172B1 (en) | 2010-06-01 |
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