System Management Assesment

CITYTIME R1B - INFRASTRUCTURE MANAGEMENT
CityTime Release 1B
SYSTEM MANAGEMENT - TOOLS ASSESSMENT
Submitted by
Satish Jipster
REVISION HISTORY
Date Version Description Author

2/12/2004 0.1 Initial Draft Satish Jipster
Non-Functional CityTime Release 1B
Requirements NFR Categories
TABLE OF CONTENTS
1. Introduction............................................................................................................................1
1.1 PURPOSE AND SCOPE.......................................................................................................1
2. “MANAGEMENT VS MONITORING” DEFINED.......................................................................1
3. SYSTEMS MANAGEMENT AREAS CATEGORIZED..................................................................2
4. MANAGEMENT AREAS DEFINED............................................................................................3
4.1 ASSET MANAGEMENT......................................................................................................3
4.2 NETWORK MANAGEMENT................................................................................................4
4.3 OPERATING SYSTEM MANAGEMENT................................................................................5
4.4 DATABASE MANAGEMENT...............................................................................................6
4.5 APPLICATION MANAGEMENT...........................................................................................7
4.6 AVAILABILITY AND PERFORMANCE MANAGEMENT........................................................8
4.7 CHANGE MANAGEMENT.................................................................................................11
4.8 JOB SCHEDULING...........................................................................................................11
4.9 SECURITY MANAGEMENT..............................................................................................12
4.10 STORAGE MANAGEMENT...............................................................................................13
4.11 SERVICE MANAGEMENT.................................................................................................14
4.12 IT SERVICE DESK...........................................................................................................15
5. Operations and Process management.................................................................................18
Confidential i
1. INTRODUCTION
The City of New York Office of Payroll Administration (OPA) has engaged Science
Applications International Corporation (SAIC) to implement a Citywide Time and
Attendance-reporting project referred to as CityTime
The CityTime Architecture components include
 Polling / Presence PCs
 DCDs - Data Collection Device
 Routers, Switches, Firewalls, Load Balancers
 Windows Servers, Unix Servers-Solaris
 EMC Storage Devices
 Oracle –Database
 Web / Internet Components
 Mainframes
 Web, J2EE Application
1.1 Purpose and Scope

Managing CityTime Infrastructure would require a variety of Monitoring and
Management Tools in different IT management areas. In order to analyze requirements,
propose recommendations and evaluation criteria the first step would be to define the
management areas. The Purpose of this document is to categorize and define the
“System Management areas”.
2. “MANAGEMENT VS MONITORING” DEFINED

Managing the CityTime R1B Infrastructure would be a combination of People, Processes
and Tools & Technologies. Most of the industry leading Monitoring Tools is capable of
performing Management as well. In this document the term “Management” would be
used instead of “Monitoring” because in real world there isn’t always a distinct line
separating the two. The Monitoring tool can be a Management Tool when it is
customized and by adding people and processes to it.
“Monitoring” is observational — you look at what is occurring.
“Management” is the ability to do something about on what you’re monitoring.
Management tools are those that either take action on their own, or enable an IT manager
to take action.
Example
“A performance monitor, merely registers what’s happening performance wise,”
“Performance management would observe performance trends and then would take some
action if performance wandered out of acceptable bounds.”
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3. SYSTEMS MANAGEMENT AREAS CATEGORIZED

Based on the CityTimeR1B architectural components and existing Operational
support Model the System Management Areas are categorized as following
 Asset Management
 Network Management
 Operating System Management
 Database Management
 Application Management
 Availability and Performance Management
 Change Management
 Job Scheduling
 Security Management
 Storage Management
 Service Management
 IT Service Desk
4. MANAGEMENT AREAS DEFINED
4.1 Asset Management

This includes products that provide one or all of the following: asset discovery, asset
management, an asset database/repository, asset portfolio management, tracking of
purchases, leases, contracts and disposal pertaining to IT assets including hardware and
software.
Degree of Implementation
Function Fully Partially Minimally Not Comments
Asset/Inventory
Management
Do you have an Asset/Inventory management Tool to manage CityTime R1B

Infrastructure?
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Will the Asset/Inventory management Tool be linked to the Network Monitoring

Tool?
Will the Asset/Inventory management Tool be linked to the Trouble Ticketing System?
Will the Asset/Inventory management Tool be linked to the Configuration Management

Process?
Will the Asset/Inventory management Tool be linked to Change Control Process?
4.2 Network Management

These are applications designed to isolate and resolve faults on the network, measure and
optimize performance, manage the network topology, track resource utilization over time,
initially provision and reconfigure elements, and account for network elements.
Function Full Partially Minimally Not Comments
Network Management
Do you have a Network Monitoring Tool in place ?
Do you have the monitoring tool linked to any Notification Tool ( Page/Trouble
Ticket / Page )?
How many IP devices will be managed ?(including DCDs)
Is there a monitoring Tool in place for the DCDs ?
Is there a monitoring Tool in place for the CiscoDevices ?
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Do you proactively monitor Network devices ?
Is there any monitoring Tool in place to monitor the bandwidth availability and
usage ?
Do you currently have centralized repository of logging & monitoring of Alarms and
Events?
Do you provide a single point of contact for the customer for event notification?
4.3 Operating System Management

Operating Systems Management Tools help reduce downtime by proactively alerting
administrators of critical incidents and by helping them resolve problems that impact
systems or application availability. These tools can manage UNIX, Linux and Windows
NT, Windows 2000 and Windows Server 2003.
Asset/Inventory
Management
Critical Metrics UNIX WINDOWS
Network Utilization
Network Error rates
Interface Utilization
Interface Error Rates
Interface total bytes and frames in /

out
Interface Dropped and Lost packets
Confidential 4
Interface Uptime
Interface-to-Interface Response
Time
CPU Utilization
Memory Utilization
Communications Buffer Utilization
4.4 Database Management

Included here are tools for monitoring and diagnosing problems with databases, for
analyzing and improving the performance of databases, and for routine administration of
databases, including configuration changes. Examples include DBMS monitors, SQL
turners, space tuners, reorg tools, utilities, loader/unloaders and many others, as well as
suites that may include several of the above.
Asset/Inventory
Management
Do you have a database monitoring tool ?
Will this be a standalone tool or will it be integrated to a Management Framework ?
Do you proactively manage key Database and system components ?
Will the Tool forward alarms and events to a centralized management console?
Confidential 5
4.5 Application Management

Included here are tools for monitoring and diagnosing problems with packaged (and
custom Web) applications, for analyzing and improving the performance of applications,
and for routine administration of applications, including some configuration changes.
Examples include tools for managing MQ Series, Web servers, J2EE and .NET
application servers, ERP applications, CRM applications, and e-commerce applications,
etc. Some vendors offer suites that manage the infrastructure behind the application as
well as the application in order to provide end-end Application performance
management. They may include management of DBMSs, systems and network links as
all-inclusive features.
Asset/Inventory
Management
4.6 Availability and Performance Management

These are software products, including enterprise-wide event consoles that are used to
monitor and manage the performance and availability of systems, networks, mainly
beneath the DBMS and Application layers. Event management (fault management) tools
are used to collect, report and diagnosis problems (faults) identified in the environment.
Root-cause analysis tools for networked systems are in this segment. Also included in
this category are the Tools that are capable of monitoring end-end application
availability, response time and performance. The combination of tools in this category
can be used to
 Detect bottlenecks
 Capacity Planning
 Generate Reports on Availability and Performance etc.
 Perform Root-Cause-Analysis
Availability &
Performance
Management
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What are the sample intervals for metrics in the above table?
Example: Network Utilization - every 60s, Service Utilization, every 5 minutes.
What is the current availability of your service offering?

Continuous (7x24)
Periodic
On-Demand
Do you currently do any performance monitoring Tool?
What metrics are currently monitored?

Are data samples stored? For how long?
Do you perform regular analysis of monitored data? to change performance monitoring

practices such as:
New Sample intervals
New thresholds
Need for new baseline
What is the interaction with other groups regarding the above activities?
PERFORMANCE REPORTING
Do you currently do performance management reporting?
What are the “top ten” reports generated?
Do you provide CityTime Agencies with analysis of the reports?
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How is this analysis provided (Telephone/Written/Electronic/Other)
How often is this analysis provided? Is the frequency fixed or on-demand?
CAPACITY PLANNING
Do you currently baseline networks or systems for utilization?
Do you use the baseline data for network operations? For what purposes?
Do you perform analysis on the baseline data?
Does your analysis include identification of trends and patterns?
What is the period of the trend analysis (One Day/One Week/Several Weeks/One
Month/More than one Month)?
4.7 Change Management

Change Management solution enables users to automatically link incidents, problems,
and changes, then define root causes, create a plan for change, assess business risks, and
obtain approvals. Change Management process includes
 Configuration Management
 Problem Management
 Incident Management
Change Management
Configuration Management
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Problem Management
Incident Management
4.8 Job Scheduling

These are tools that supervise a logical process (several jobs or programs) as they execute
in a mainframe or distributed environment, providing scheduling and dependency
management of the process as it runs, mainly in sequence, across disparate systems,
geographies and applications. The tools in this category are used for "batch integration"
of heterogeneous applications and datastores.
Scheduling
4.9 Security Management

The products for security management are grouped under following subcategories
4.9.1 Identity and Access Management

Identity and access management software products are used to create and manage user
identities and to provide access to system resources based on predefined criteria. This
segment includes Web-based management products as well as single-sign on (SSO) and
other secure provisioning products.
4.9.2 Encryption
Encryption software products provide a mechanism to systematically encode and decode
data so that an unauthorized party cannot decipher it.
4.9.3 Public-Key Infrastructure (PKI)

PKI software products are necessary to manage and enable the effective use of public-key
encryption technology
4.9.4 Antivirus
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Antivirus software products scan, detect and correct viruses and malicious mobile code at
the desktop, at the server level and, increasingly, embedded in other devices in the
network.
4.9.5 Intrusion Detection

Intrusion detection products monitor network traffic through observation of actions,
security logs or audit data to detect, identify and isolate attempts to make inappropriate or
unauthorized access to system resources.
4.9.6 Other Security

This segment contains the rest of security software, including but not limited to such
products as firewall and virtual-private networks (VPN), Web content security and
security
Identity & Access

Management
Encryption
PKI
Antivirus
Intrusion Detection
Other (Firewall, VPN)
4.10 Storage Management

Products in this category provide basic data organization functions such as file systems,
volume management and physical replication to ensure data integrity and availability by
offering fast failure recovery and data redundancy. Subsegments include:
 Storage infrastructure products
 Data management products
 Enterprise storage resource management
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Backup
4.11 Service Management

Service Level Management Software tools focus on comparing the expected quality of
resource availability for a “service” with actual results. The tools use historical data and
include features such as baselining, trend analysis, historical usage analysis, service-level
reporting, and, in some cases, interfaces to chargeback and billing systems. Included here
are service level agreement tools, and customer response time measurement tools.
Asset/Inventory
Management
Does CityTime have service level agreements with the agencies?
Who is responsible for maintaining that SLA?
How are those SLA’s monitored?
4.12 IT Service Desk

Service Desk products can range from simple call tracking/trouble ticketing products to
sophisticated solutions for the complete business management of an IT department’s or
an outsourcer’s people, processes and tangible assets.
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Call Center
Do you have a call center ?
Do you currently use a trouble ticketing system? Remedy , PVCS Tracker ?
Is your trouble ticketing system linked to any System Management Tool(s)?
Can the CityTime agencies report a problem using the trouble ticketing tool over
the web ?
Is the TT System linked to the CityTime Application to report problems?
Can reactive events automatically open a trouble ticket?
If you have a trouble ticketing system, do you provide the customer with the option of
access to it?
-Over the Network.
-Over the Internet.
-No Acces.
What are the restrictions of this access?

Read only
Read and Create new tickets
Create only
Modify (includes read)
Modify and Create
What form of NOC (network operations center) will CityTime have?
 Dedicated/shared
 Centralized/Distributed
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 Multi-tiered response
 Separate/common Incident and Problem management
5. MANAGEMENT TOOLS SUMMARY
Tool Fully Partially Minimally Not Comments
Remedy ARS
CiscoWorks2000
Do you believe there will be adequate tools for the use of the staff to support the
Agencies ?
Which tools would you like to see implemented and why?
Which tools would you like to see better customized and why?
Which tools do you feel are redundant, difficult to use, or not necessary to use?
6. OPERATIONS AND PROCESS MANAGEMENT
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APPENDIX
For each of the following tools identify whether you feel it is:
F: Fully implemented. Center is skilled in the use of the tool. The tool is highly
customized and automates processes wherever practical. Use and maintenance of tool is
well documented. Tool is well integrated with processes and other tools where
necessary.
P: Partially implemented. Center is familiar with use of tool. Basic configurations are
in place, with little customization and automation. Documentation is adequate but not
detailed.
M: Minimally implemented. Center may need additional training on the tool. There are
little or no established or documented procedures. There may be duplication of manual
effort in addition to use of tool.
N: Not implemented. The tool is either not used, or is under consideration or evaluation
for possible use.
Confidential 14

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CITYTIME R1B - INFRASTRUCTURE MANAGEMENT

SYSTEM MANAGEMENT - TOOLS ASSESSMENT

Date Version Description Author

1.1 Purpose and Scope

2. “MANAGEMENT VS MONITORING” DEFINED

3. SYSTEMS MANAGEMENT AREAS CATEGORIZED

4. MANAGEMENT AREAS DEFINED

4.1 Asset Management

Function Fully Partially Minimally Not Comments

Do you have an Asset/Inventory management Tool to manage CityTime R1B

Will the Asset/Inventory management Tool be linked to the Network Monitoring

Will the Asset/Inventory management Tool be linked to the Configuration Management

Will the Asset/Inventory management Tool be linked to Change Control Process?

4.2 Network Management

Function Full Partially Minimally Not Comments

Do you have a Network Monitoring Tool in place ?

How many IP devices will be managed ?(including DCDs)

Is there a monitoring Tool in place for the DCDs ?

Is there a monitoring Tool in place for the CiscoDevices ?

Do you proactively monitor Network devices ?

4.3 Operating System Management

Function Fully Partially Minimally Not Comments

Critical Metrics UNIX WINDOWS

Network Error rates

Interface Error Rates

Interface total bytes and frames in /

Interface Dropped and Lost packets

Communications Buffer Utilization

4.4 Database Management

Function Fully Partially Minimally Not Comments

Do you have a database monitoring tool ?

Will this be a standalone tool or will it be integrated to a Management Framework ?

Do you proactively manage key Database and system components ?

4.5 Application Management

Function Fully Partially Minimally Not Comments

4.6 Availability and Performance Management

Function Fully Partially Minimally Not Comments

What is the current availability of your service offering?

Do you currently do any performance monitoring Tool?

What metrics are currently monitored?

Do you perform regular analysis of monitored data? to change performance monitoring

Do you currently do performance management reporting?

What are the “top ten” reports generated?

Do you provide CityTime Agencies with analysis of the reports?

How is this analysis provided (Telephone/Written/Electronic/Other)

How often is this analysis provided? Is the frequency fixed or on-demand?

Do you currently baseline networks or systems for utilization?

Does your analysis include identification of trends and patterns?

4.7 Change Management

Function Fully Partially Minimally Not Comments

4.8 Job Scheduling

Function Fully Partially Minimally Not Comments

4.9 Security Management

4.9.1 Identity and Access Management

4.9.3 Public-Key Infrastructure (PKI)

4.9.5 Intrusion Detection

4.9.6 Other Security

Function Fully Partially Minimally Not Comments

Identity & Access

Other (Firewall, VPN)

4.10 Storage Management

Function Fully Partially Minimally Not Comments

4.11 Service Management

Function Fully Partially Minimally Not Comments