Cisco Cisco IOS Software Release 12.0(2b) Weißbuch
Identify those performance−based metrics needed to measure service.
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Plan the collection and distribution of the performance metric data.
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Identify the support needed for network evaluation and user feedback.
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Have documented, detailed, and measurable service level objectives.
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Document the Service Level Agreements
In order to properly document the SLAs, you must fully define the service level objective metrics. This
documentation should be available to users for evaluation. It provides the feedback loop to ensure that the
network management organization continues to measure the variables needed to maintain the service
agreement level.
documentation should be available to users for evaluation. It provides the feedback loop to ensure that the
network management organization continues to measure the variables needed to maintain the service
agreement level.
SLAs are "living" documents because the business environment and the network are dynamic by nature. What
works today to measure an SLA might become obsolete tomorrow. Only when they institute a feedback loop
from users and act on that information can network operations maintain the high availability numbers required
by the organization.
works today to measure an SLA might become obsolete tomorrow. Only when they institute a feedback loop
from users and act on that information can network operations maintain the high availability numbers required
by the organization.
Create a List of Variables for the Baseline
This list includes items such as polling interval, network management overhead incurred, possible trigger
thresholds, whether the variable is used as a trigger for a trap, and trending analysis used against each
variable.
thresholds, whether the variable is used as a trigger for a trap, and trending analysis used against each
variable.
These variables are not limited to the metrics needed for the service level objectives mentioned above. At a
minimum, they should include these variables: router health, switch health, routing information,
technology−specific data, utilization, and delay. These variables are polled periodically and stored in a
database. Reports can then be generated against this data. These reports can assist the network management
operations and planning staff in these ways:
minimum, they should include these variables: router health, switch health, routing information,
technology−specific data, utilization, and delay. These variables are polled periodically and stored in a
database. Reports can then be generated against this data. These reports can assist the network management
operations and planning staff in these ways:
Reactive issues can often be solved faster with a historical database.
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Performance reporting and capacity planning require this type of data.
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The service level objectives can be measured against it.
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Review the Baseline and Trends Analyses
Network management personnel should conduct meetings to periodically go through specific reports. This
provides additional feedback, as well as a proactive approach to potential problems in the network.
provides additional feedback, as well as a proactive approach to potential problems in the network.
These meetings should include both operational and planning personnel. This provides an opportunity for the
planners to receive operational analysis of the baseline and trended data. It also puts the operational staff "in
the loop" for some of the planning analysis.
planners to receive operational analysis of the baseline and trended data. It also puts the operational staff "in
the loop" for some of the planning analysis.
Another type of item to include in these meetings is the service level objectives. As objective thresholds are
approached, network management personnel can take actions in order to prevent missing an objective and, in
some cases, this data can be used as a partial budgetary justification. The data can show where service level
objectives go to be breached if proper measures are not taken. Also, because these objectives have been
identified by business services and applications, they are easier to justify on a financial basis.
approached, network management personnel can take actions in order to prevent missing an objective and, in
some cases, this data can be used as a partial budgetary justification. The data can show where service level
objectives go to be breached if proper measures are not taken. Also, because these objectives have been
identified by business services and applications, they are easier to justify on a financial basis.
Conduct these reviews every two weeks and hold a more thorough analytical meeting every six to twelve
weeks. These meetings allow you to address both short and long term issues.
weeks. These meetings allow you to address both short and long term issues.