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AdventNet/Telemant Confidential

MSP ��

2001�� 12�� 7��

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Contents

U.S. and Asia MSP Market Highlights

Web NMS MSP Architecture

Demonstration

U.S. and Asia MSP Market Highlights

November, 2001


OverviewValue PropositionDefinition

• A vendor that remotely manages and monitors:

• Enterprise applications

• ERP• CRM• Firewalls• e-Business

applications• etc.

• Network infrastructure

• Systems infrastructure

• No need to staff up to perform monitoring and management

• Outsourcing IT monitoring and management can be a good solution when there are hiring freezes

• Internal IT staff can can focus on development of new features and improving business

• Enterprises can focus on their core competence• Conservative, scalable form of outsourcing

• Customer still owns the applications and infrastructure if the MSP runs into problems

• Relatively cheap, easy and unobtrusive way for a customer to prevent outages and malfunctions

• Since MSPs typically operate remotely, they do not possess sensitive or corporate data, thus alleviating security concerns


Illustrative ExamplesCustomer Description MSP Details

OurHouse.com Exclusive Internet Distribution Channel for

ACE Hardware

Totality Monitor and manage applications

R.R. Donnelly & Sons

Telenisus Monitor Checkpoint firewall

$5 billion Printing company

Meritage NetSolve Manage a WAN that connects all 29

companies under Meritage’s umbrella

$800 million manufacturing-services

company

Wickes NetSolve Monitor the AT&T frame-relay network that

connects Wickes’ 115 stores

Estimated benefit: $10,000/month

$1 billion lumber and building supply retailer


Customer Description MSP Details

GFINet Metromedia Fiber

Network (MFN)

Manage the ERP system and web applications

Estimated benefit: $1.6 million/year

Online arm of financial services company GFI

Brother International

SeventhWave Technology

Monitor the SAP systemBusiness equipment manufacturer

MSL Electronics manufacturing services

company

InteQ 24 X 7 Data center support for 12 servers

Cost: $10,000-$15,000/month for 35-

plus objects. (Objects: Servers, DBs, Oses,

applications)

Illustrative Examples


Demographics• Total number: About 200• Different kinds:

• Pure play: Most basic – just manage and monitor customer applications and networks – e.g. SiteLite, SevenSpace

• Colocation and hosting: Specialize in providing the space and hardware needed to physically house and power infrastructures, offering monitoring and management as a secondary product – e.g. Digex, Exodus, Verio

• Key trend: • Alliances among pure play and colocation and hosting companies

• Turnkey MSPs: Offer enterprise systems management services• Internet MSPs: Use tools developed specifically for Internet-based applications;

target a specific management concern, e.g security, performance testing, Content Delivery Networks and storage

• Infrastructure MSPs: Manage e-Business applications, as well as the physical infrastructure for hosting these applications

MSP Trends in the United States


Key TrendsObjectives of eDiagnosticsCustomer Interaction• Primary Target: Midsize Organizations• Current Coverage: About 3%- 5% of potential

market• Some analysts estimate market size to be $10

billion by 2004 (20%~25% of the potential market)• Typical Billing Model:

• Initial start-up fee • Per-device on a monthly basis

• e.g. Triactive• Installation fee: About $6,000• $10/month/endpoint. (Endpoint = any

server or network device, including switches, routers and gateways).

• 1, 2 or 3 year service contracts• Data gathered is often owned by the MSP

• Customer must pay additional fees to gain access to that info on an ad-hoc basis

• Geographic proximity and personal relationships key to penetrating the midsize market

• VARs expected to become MSPsand resell technology components to small and medium-sized businesses as well as offer services

• Traditional outsourcers (e.g. Accenture, CSC, IBM Global Services and Perot Systems) are moving in

• Specialize in industry verticals• Specialize in a specific discipline

(e.g. database management)

MSP Trends in the United States


MSP Trends in the Asia

Key TrendsObjectives of eDiagnosticsCustomer Interaction• Primary Target: Midsize Organizations• A shift from a product focus to one based on

services.• Incremental recurring revenue base

• Able to cross-sell further services to existing customers

• The experience gained with one customer across its whole base of end-users

• Typical Billing Model: • Initial start-up fee • Big Enterprise; multi-million dollar accounts

spanning 3-5 years• The small and medium enterprises (SMEs) • SMEs have neither complex networks in

Asia nor mission critical applications• 12 to 36 months contracts

• Geographic proximity and personal relationships key to penetrating the midsize market

• Network Vendors/VARs and Existing Service Providers expected to become MSPs and resell technology components to small and medium-sized businesses as well as offer services

• Traditional Existing Service Providers (Carriers, ISP, IDC) are moving in

• Specialize in a specific discipline (Network performance, Storage and Security Management)


Key MSP TechnologiesKey Technology

• J2EEPrimary Rationale

• Web Services

• Extranet

• To facilitate seamless scalability as the number of customers and the size of the managed infrastructure grows

• To facilitate standards-based communication among the different components of the distributed infrastructure

• To facilitate inter-organizational communication based on IP technologies, including security


Security Issue in MSP

� IT managers have been reluctant to give up total control of their infrastructure management solution to a third party, due to security and data access concerns

� MSPs can alleviate many of these concerns by hosting a majority of core applications directly on the customer's site.

� Dynamic application upgrades and long-term trending capabilities can be performed from a remote source.

� monitors the company's network, systems and applications, and provides alerts via page, Web or e-mail, allowing the customer to quickly identify and address problems.

� A fully integrated infrastructure asset-reporting functionality

� Daily and weekly utilization reports

� security scans for intranets, Web servers, firewalls and network devices--including routers and switches--to identify security vulnerabilities on the network


Agreement between MSPs and customers

� Prenuptial agreement between Service Provider and Enterprise Customers

� Easy to switch service provider� 20 hours of free consulting to aid

the transition� ISPs’ SLAs are so convoluted,

and intended to protect service provider rather than the customers

� Back-up planning, parallel service and cut over

� Gathered data: quite valuable and expensive

� Financial Penalties: an incentive for both parties

� Does not have to be a "life partner� migration need not be a

tricky or complicated process� Migration to a new MSP

� Preparation and planning; risk assessment

� Migration; to make sure that each step of the documented migration

� Post migration; to make sure performance, back-up, monitoring and alerting systems together with any client reporting and statistics analysis


MSPs Join Hands to Survive

� “two heads are better than one”� To complement one another's offerings through

partnerships� Customers only want a single point of contact, a single

contract, single SLA [service-level agreement]

� Global MSP Network consortium� MSP service offerings through consultants and

resellers

Web NMS MSP Architecture


Outline

� Product Overview� Target Markets� Architecture� Service Architecture� Server Design� Probe Design� Report Server Design

contd…


Outline

…contd

� Product Features� Technology� Resources Managed� Competitive Advantages� Future – A Road Map


Product Overview� A comprehensive Management Services

Delivery PlatformTM

� Offers web-based distributed Customer Network Management

� Capable of managing Applications, Systems, Servers and Network elements

� High Scalability and Extensibility� Customizable and multi-tier architecture

contd…


Product Overview

…contd� Easy deployment of components� Manages multiple customer networks

from a single server� Supports Service Level Management� Customizable and segmented views for

each customer


Target Markets

AdventNetWeb NMS

MSP Edition

Management Services

Providers ( MSPs )

Web Hosting Providers ( WHPs ) Large Enterprises

AdventNetWeb NMS

MSP Edition

Management Services

Providers (MSPs)

Web Hosting Providers ( WHPs )

Large Enterprises

Application Service Providers

( ASPs )


Target Markets� Management Service Providers

� Deliver management as a service for small and medium enterprises

� Web Hosting Providers� Manage customer Hardware and Software in Data

Center

� Large Enterprises� Internal MSP division to manage various functional

departments

� Application / Network Service Providers� Measure availability and service levels from customer

perspective


Architecture

� Helps manage multiple customer networks from single server� Provide customers access to their management data through the web


Architecture

� Monitors the performance of the departmental networks� Customizable and scalable to the needs of the enterprise

and its departments


Architecture

� Segments and stores multiple customers’ data in a central database

� Secured access to customer-specific data to the customers


Architecture

� Provides ways to measure and report service levels� Monitors performance, availability and service levels against

SLAs and reports them to the customers


Service Architecture� Web NMS MSP Edition consists of

� Relational Database� Back End Servers� Front End Servers� Report Servers� Software Probes� User Clients – HTML UI� NOC User Clients – JAVA UI


Server Design� Web NMS MSP distributed server consists of

� Back End Server containing� Topology Server� Events and Alerts processing units� Performance Server� Configuration Server� Administrative Server

� Front End Server containing� UI based on JSP and Servlet technology� Web server for HTML / JSP client UI


Server Design


Probe Design

� Web NMS MSP Probe consists of� Discovery Engine� Performance Engine� Data Collection Engine� Communication Engine� Trap Reception and Processing Engine


Probe Design


Report Server Design

� The MSP Report Server consists of� Reporting Engine

� Scheduled Reports� Custom Reports� Backlog Reports Generation� Email notification upon completion of scheduled

Report Generation.� Cleanup of old Reports – Delete/Archive

� Built-in Web Server


Report Server Design


Product Features

� Probe� Extensible� XML Configurable� Monitors applications and network elements� Dynamic downloading of configuration needed for resource� Server-driven configuration

� Probe – Server communication� Standard is HTTP, customizable protocol : RMI, HTTPS� Server communicates to Probe� Communication through a firewall

contd…


Product Features

� Component Availability� Redundancy of Back End and Front End servers� Fail-over and Fault Tolerance� Load-balancing of BE and FE servers for optimal

performance� Redundancy of Report Servers with Fail-over support

� Service-Level Management� Grouping of resources under services� Customizable Service definition� Reporting against SLA metrics

contd…


Product Features

� Discovery� Discovery of network elements, applications, servers and

services� Rediscovery after specified time intervals

� Performance Management� Resource, service, network availability� Reporting performance metrics� Remote Host monitoring

� Fault Management� Alarms and Events� Event and Alarm correlation� Customizable root cause analysis


Technology

� State of the art Java-based and web technologies� JSP 1.1, JDBC 2.0, Java RMI 1.0� Java Servlets 2.2, JavaScript� JFC JDK 1.2.2� DHTML, HTML� HTTP 1.0, 1.1� SNMP v1, v2, v3� XML 1.0


Resources Managed

� Applications� Web, FTP, SMTP, POP3, IMAP4, DNS, DHCP,

MS Exchange Servers� IP Hosts

� CPU, Memory, Disk� Process Statistics, UNIX Syslog files

� SNMP capable devices� Routers, Switches

� Databases with JDBC compliant Drivers� Printers


Competitive Advantages

� State-of-the-art technology� Distributed, extensible and customizable

framework� Customer Network Management� Managing overlapping IP space� Quick time-to-market� Lower entry cost� Easily deployable� Good return on investment


Future – A Road Map

� NT Servers� Security monitoring� Application Servers� Lotus Notes, Web Sphere, Sybase, Web-Logic etc.� Mini Probe and Probe as an Agent� Beyond Fault and Performance Management

� Capacity management tools� Policy based configuration tools

…and much more !


Features of MSP 1.1� Distributed and Multiple Server Architecture (Fes

& BEs)� Server Failover Support� Multiple Primary Servers� Server to Probe communication� Distributed Report Server architecture� Report Server Failover Support� Form based authentication


Features of MSP 1.1� RMI & HTTPS mode of communication between

Probe and Server� Advanced Trap Parser Configuration� Application Data Collection (Non SNMP)� Support for discovery of DHCP ranges in the

Probe� Extensive runtime resource management� Comprehensive multiple owner support in the

Probe


Features of MSP 1.1

� Monitoring of NTP Servers, Oracle Servers and Host Resource parameters

� Owner-specific reports configuration and administration

� Clean up of old reports� Java User Interface� New-look customizable HTML UI


Features of MSP 1.2

� Mini Probe as an Agent� On-demand discovery of Applications� Additional Tools for Probe crash recovery,

downloading files & patches, tool to handle Server IP change etc.

� Enhancement in Host Resource monitoring and configurations

� Clean up of history data in the Server

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