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OPMANTEKNETWORK MANAGEMENT AND IT AUDIT SOFTWARE

Developing a Strategic NOC Service using Opmantek’s Commercial Open-Source Solutions, v2 – April 2018

Housekeeping

• Attendees will be on mute during the presentation to prevent interruptions from feedback and background noise.

• If you wish to ask a question please ask via GoToWebinar’s chat

• We will have a Q&A session at the end and have allowed lots of time.

• This session will be recorded and made available to all attendees

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Topics for Today

• Differences Between a Traditional NOC Model and a Strategic NOC

• Developing a Service Catalog with Measurable SLAs

• Architecting a Solution for Fast Client On-Boarding and Scalability

• Identify Your Fully Loaded Costs in Deploying and Growing the Strategic NOC

IT Service Management Maturity Model

CHAOTIC• Ad Hoc• Undocumented• Unpredictable• Multiple help desks• Minimal IT operations• User call notification

REACTIVE• Fight fires• Inventory• Desktop software

distribution• Initiate problem

management process• Alert and event

management• Measure component

availability (up/down)

PROACTIVE• Analyze trends• Set thresholds• Predict problems• Measure application

availability• Automate• Mature problem

configuration, change, asset andperformance mgmt. processes

SERVICES• IT as a service provider• Define services, classes,

pricing• Understand costs• Guarantee SLAs• Measure and report

service availability• Integrate processes• Capacity Mgmt.

VALUE• IT as a strategic business

partner• IT and business metric

linkage• IT/business collaboration

improves business process• Real-time infrastructure• Business planning

Tool Leverage

Operational Process Engineering

Service Delivery Process Engineering

Service & Account Management

Manage IT as a Business

Level 0

Level 1

Level 2

Level 3

Level 4

Increasing Performance & Value to Organization

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DIFFERENCES BETWEEN A TRADITIONAL NOC MODEL AND A STRATEGIC NOC

Traditional NOC Model

• NOC is embedded with larger network/server/application support process

• May include maintenance functions (i.e. remote desktop, patching, anti-virus, etc.)

• Staff time split between fault resolution and routine equipment maintenance including

equipment refresh projects

• Monitoring focuses on equipment state (often siloed between network & server)

• Fault response is primarily reactionary, with no or little automation

What the Traditional NOC model has to offer…

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Strategic NOC

• Understand Customers/Lines of Business care about user satisfaction, not equipment state

• Focus is on monitoring application performance and user experience; ensuring end-to-

end quality of the network

• Offers a clearly defined list of services offered and SLAs, marries these to pricing/value

• Initial fault response is automated

• Self Service is a key component at all levels

• NOC is actively involved with DevOps, Application Development, Test/QA, & Deployment

• NOC maintains proactive communication channels with Customers/Lines of Business

The strategic NOC model is about improving collaboration and response

Benefits

• Reduced time spent on routine responses

• Improved reaction time to UX impacting faults

• Reduced time to fault resolution, and

• Ability to predict outages and degradation

Why Invest in Converting to a Strategic NOC Model?

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DEVELOPING A SERVICE CATALOG WITH MEASURABLE SLAS

Service Catalog

• Application Monitoring (suggest at least 2, but recommend 3-tier system)

• Bronze; monitors underlying equipment and services required for application

• Silver; Bronze plus custom automated response to defined faults

• Gold; Silver plus synthetic transactions and deployed UX monitors

• Performance Trending

• Trend underlying equipment to understand UX impact and investment needs

• Self Service

• Offer custom dashboards so Customer/LOB can see application performance in near

real time

What Services and SLAs will Your Strategic NOC Offer?

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Service Level Agreements

• How much down-time can your Customer/LOB absorb each day/week/month/quarter?

• How does network/application downtime affect business income?

• Fault/problem response time; usually to first touch not resolution

• Hours/Days of operation; use of on-call technicians will impact Response Times

What Can Your NOC Team Support?

SLA Downtime

SLA Minutes/Month Hours/Year97.00% 1,314.90 263.0

98.00% 876.60 175.3

99.00% 438.30 87.7

99.90% 43.83 8.8

99.99% 4.38 0.9

ARCHITECTING A SOLUTION FOR FAST CLIENT ONBOARDING AND SCALABILITY

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Open-SourceNMIS: Core performance and fault monitoring

Commercial SolutionsOAE: Scheduled discovery and auditingopHA: Supports horizontal and vertical scalabilityopCharts: Customer Portal w/customized dashboardsopEvents: Automated event responseopTrend: Predictive trend analytics

Architecting a Solution

Equipment Sizing

• NMIS – Performance and Fault Monitoring

• Individual server w/6-8vCPU and 16-24GB RAM can support 3-5k devices

• Total devices served by an individual server depends on total number of interfaces

collected, device latency and response time, and performance of storage

• More devices than an individual NMIS server can support?

• Add opHA to support horizontal and vertical scaling

How Much Equipment Is Needed to Support the Services and SLA?

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Example Scaled Server Architecture

Slave

Poller01Slave

Poller02Slave

Poller03(…)

Master

Master01Master

Master02 (…)Master

Portal01 (…)

Additional Polling servers are added as needed for customer or geographic expansion

Optionally, Additional servers can be added to service new NOCs if latency is > 100ms

Opmantek Application Flow

Subnet

Poller

NMIS opEvents opConfig

Master

opHA

opHA NMIS

cli data

syslogSNMP / WMI

metadata

metadata

metadata

trap

opEvents

meta-events

events

api

opCharts

opCharts

service monitor

opReports

opReports

reports

summary

metadata

detail-Link

metadata

Netflow Data

opFlow Collector

opFlow

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opCharts

WHY – self service dashboards reduce client interruptions while providing the client with the feeling

of control and transparency; for billable clients it can be an up-sell or a service differentiator

• An implementation of opCharts is exposed to the internet via a reverse proxy

• Client accounts are created within opCharts, this can be scripted

• Custom Dashboards, Maps, Charts and Business Services are assigned to that user

• User can only see the elements you give them access to

Customer Portal with Customized Dashboards

opTrend

WHY – Equipment works differently in the real world than in the vendor’s best-case lab. By

understanding what’s normal for each device opTrend replaces static thresholds with what’s normal

Dynamic trending replaces static thresholds for alerting

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Client On-Boarding and Scaling

• How will you onboard new clients?

• Are new clients added to existing polling servers, or will new servers be provisioned?

• How will new devices and services be added to polling servers?

• Will the service be charged back to the client?

• For each client identify –

• What applications are key to their LOB?

• Services and SLA per Application?

• What type(s) of synthetic transactions will the applications support?

Reduce Friction, Automate Where Possible, Document Everywhere

IDENTIFYING YOUR FULLY LOADED COSTS

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Fully Loaded Cost

• Employee Fully Loaded Cost rate is generally 1.49 (SAP) - 2.34x annual salary

• 1.25x employment taxes and benefits

• 1.75x office space, equipment

• 1.25x related management expenses and non-billable work

• Salary of Network Engineer II/III in Charlotte, NC is $89,287

• Annual Fully Loaded Cost = $133,037 - $208,932

Tracking Value to the Business Starts With Understanding Your Costs

Staffing a 24/7 NOC

• A single engineer can effectively support 8-12k devices/shift

• Assumes properly configured and load balanced implementation of NMIS, opCharts,

opEvents, opConfig, and opTrend as well as appropriate user/admin training

• Assumes automation to add/update/retire devices

• Assumes at least Silver Service level; monitors underlying equipment and services

required for application, custom automated response to defined faults

• Assumes normal system operation

• Minimum staffing = 2r/shift = 9 FTE = $1,197,333 - $1,880,388 / year fully loaded

Tracking Value to the Business Starts With Understanding Your Costs

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Return On Investment (ROI)

• An average Enterprise class business experiences 262.8hrs of system downtime/year• This equates to an operating SLA of 97%, well below most operational expectations

• Opmantek’s solutions have shown to reduce downtime by an average 68%• This reduces downtime from 262.8 to ~84hrs, increasing SLA to 99.0%• For a $150MM business this creates savings in revenue and productivity of $2MM

• This equates to an ROI of 93%• Investment generally pays for itself in < 10 months

CONTACT FOR FOLLOW UP

Commercial enquiries:

Tom WiriAccount Executive+1 (512) 430-4450usa@opmantek.com

Technical enquiries:

Mark HenrySenior Engineer+1 (207) 951-2428markh@opmantek.com