JTO Phase II Data Network & IT PDF

JTO Phase II Data Network & IT NMS & EMS 9 NMS & EMS 9.1 Learning Objective This chapter will make you understand about concepts of Network Management System & Enterprise Management System. 9.2 Introduction BSNL has setup...

JTO Phase II Data Network & IT NMS & EMS 9 NMS & EMS 9.1 Learning Objective This chapter will make you understand about concepts of Network Management System & Enterprise Management System. 9.2 Introduction BSNL has setup NIB-II network to provide world class infrastructure to offer various value added services to a broader customer base county-wide that will help to accelerate the Internet revolution in India. Moreover the NIB-II will create a platform, which enables e-governance, e-banking, e-learning, etc. with the key point of Service Level Agreements & Guarantee in tune with Global standards and customer expectations. NIB-II has been grouped into following three major projects.  Project 1: - MPLS based IP Network infrastructure covering 71 cities along with associated NMS, PMS, Firewall and Caching platforms.  Project 2.1: Access Gateway platform using Dialup comprising of narrow band RAS and DSL equipment.  Project 2.2: Access Gateway platform comprising of Broadband RAS and DSL equipment.  Project 3: Messaging and Storage platform and Provisioning, Billing and Customer care and Enterprise management system. Out of this projects, NIB –II Project 2.1 and 2.2 network has been uninstalled and removed. The network shall seamlessly integrate with the already existing network infrastructure comprising of the TCP/IP based NIB-I and MPLS VPN network. The NIB-II project comprises of Technology solutions from different product manufacturers with the provision for future expansion. 9.3 Project [Messaging and Storage Service Platform, Provisioning, Billing & Customer care, Enterprise Management System (EMS) and Security System.] The Core messaging system shall be the heart of NIB-II that will enable BSNL to add users across varied value added services. This shall envisage design and up gradation of the current messaging system to grow from the existing infrastructure in NIB-I supporting 650,000 users to support the increasing user base. The messaging systems and associated Storage will be implemented in phases, in accordance with phased induction of Access equipment. The system shall be an integrated provisioning, billing, customer care and accounting platform and shall support billing for the complete range of IP based services mentioned and meet next-generation requirements as well. The salient aspects of the projects are summarized as follows: JTO Phase II (DNIT) Version 1.0 Sep 2021 Page 126 of 174 For Restricted Circulation JTO Phase II Data Network & IT NMS & EMS (i) Setting up proven, robust, scalable Messaging Solution with best in class security components. (ii) Roll out across the country supported by 5 Messaging& associated storage systems at Delhi, Mumbai, Bangalore, Chennai and Kolkata. (iii) Designed with High Availability architecture with no single point of failure. 9.4 Components of the Solution The solution shall consist of the following components with the items of functionality listed below: 1.1.1 (i) Messaging 1.1.2 a) DNS, AAA 1.1.3 b) MMP 1.1.4 c) LDAP (Consumer, Replicator Hub, Primary and Secondary) 1.1.5 d) SMTP IN & OUT 1.1.6 e) Messaging Servers 1.1.7 f) Address Book Servers, etc. 1.1.8 (ii) Storage 1.1.9 a) SAN Switch & SAN Storage 1.1.10 b) Tape Library 1.1.11 c) Staging Servers, etc. Storage platform Various Applications servers placed at the 5 Messaging Storage locations like LDAP, AAA, EMS, Messaging, UMS & Billing etc. would require Data storage capacities for storing User‘s mailboxes, Billing data etc. Such huge storage requirements need to be met with the Fast, Reliable & Scalable storage devices that would be deployed as ―End to End High Performance Switched Architecture Fiber Channel SAN (Storage Area Networks) providing No Single Point of Failure‖. Such storage device should be compatible with all the Servers of major companies such as HP, IBM, SUN, Dell etc. so that choice of Application Servers Platform remains independent of the storage device. System Dimensioning: The user base will be serviced through 5 Messaging and associated Storage systems that will be set up in the 5 cities. Each of the cities will be connected through the IP Backbone. Since the proposed user base is envisaged to increase in a phased manner, the associated messaging system is also proposed to be upgraded in phases correspondingly. The system should be designed to support:  On-line services such as Internet, pay-per-view TV and video on demand or a combination of all or some of the above.  Periodic charges, such as telephone line and cable TV rental.  One-time costs, such as connection fees.  Events, such as telephone calls, data service usage, pay-per-view TV selections, home shopping purchases, utility metered usage – such as electricity supply (live site example) JTO Phase II (DNIT) Version 1.0 Sep 2021 Page 127 of 174 For Restricted Circulation JTO Phase II Data Network & IT NMS & EMS  Financial services ASP services.  Telephony services.  Enterprise Backup Systems. The billing system shall be capable of  Providing electronic versions of bills to customers over the Internet.  Creation/modification of service.  Processing Service requests in real time and non-real time and accounting in real time.  Producing flexible billing depending upon the use of service. Security Systems Include the following.  Load Balancers  Firewall Appliances  Intrusion Detection System  Antivirus system, etc. 1.1.12 9.5 Network Operation Center (NOC) The NOC shall provide facility for centralized Network Management and end-to-end Provisioning of multiple services, giving a single view of the entire network services being delivered countywide. The servers for the NOC shall be connected through a Gigabit Ethernet link from Core router with three zones of firewall within the Centre. The network shall be centrally managed from Network Operation Centre (NOC) located at two sites, one of them being master and the other the disaster recovery site. The main NOC is at Bangalore with Disaster Recovery is at Pune. Interface to the NMS back-office facility shall be provided along with Firewall security in the Data Centre. All customer databases shall reside centrally at NOC. The NMS of NIB-II project supports entire F (Fault), C (Configuration), A (Accounting including Access/Inventory), P (Performance) and S (Security functionality). The conceptual view of eMS, NMS OSS/BSS for NIB-II is given in figure.1 and the connectivity Architecture of NOC at Bangalore is shown in figure. 2 JTO Phase II (DNIT) Version 1.0 Sep 2021 Page 128 of 174 For Restricted Circulation JTO Phase II Data Network & IT NMS & EMS Figure 55: Conceptual view of eMS, NMS, EMS OSS/BSS for NIB-II Figure 56: Bangalore NOC Connectivity Architecture. JTO Phase II (DNIT) Version 1.0 Sep 2021 Page 129 of 174 For Restricted Circulation JTO Phase II Data Network & IT NMS & EMS 9.6 Service Level Agreement (SLA): It shall be possible to support SLA i.e. the level of service that the customer can expect together with any penalties to be levied by the service provider for failure to deliver. It should be possible to provide at least 4 classes of services. The SLA parameters shall include measurements of service delivery, availability, latency, throughput and restoration time etc. It should be possible to generate management reports providing information on customer node configuration and charges, faults and achievement against the SLAs. It shall be possible to deliver network management reports via a secure Website. 9.7 Implementation of OSS, Messaging, Storage, Billing, EMS & Security Solutions Messaging  Messaging Solution of NIB-II will provide the SMTP, POP3, IMAP4, WEBMAIL, WAPMAIL and Notifications services as a Class Of Service to all the customers of NIB-II and NIB-I  Will support for Country wide roaming for dial up and message store access through any data center.  The Messaging Server will support Wireless messaging and Directory services to WAP enabled phones and laptop users  Message store will be content aware to support different types of services to be created by BSNL ranging from text email to multi-media messaging service  Will provide Family Mailbox where the head of the family can manage options for Family members. Options will include setting of allowed and block senders and recipients and control of Anti-SPAM settings.  Messaging solution shall provide flexible control of message aging to define the conditions under which messages are automatically erased  Web mail interface will support multimedia message types for voice and fax mail, providing unified messaging interface in future  Message Transfer Agent (MTA) will be designed to handle peak loads without service degradation or message loss  MTAs will be designed to handle large message queues. There will be capability available to analyze and manage large message queues generated due to unreachability of message store (internal) and mail exchangers of other ISPs (external) or SPAM JTO Phase II (DNIT) Version 1.0 Sep 2021 Page 130 of 174 For Restricted Circulation JTO Phase II Data Network & IT NMS & EMS 1.1.13 Web Hosting  Web space (Data Storage) on servers based on UNIX and Microsoft for hosting HTML pages with browser  Ftp access for uploading and downloading pages as per the plan. Restriction on simultaneous ftp sessions  FrontPage etc. access for Web-publishing  Multiple Email Ids per domain with flexible email quota, as per the plan  Web Interface for centralized administration by user and administrators for services, usage reports, invoice and other reports  It will provide access to customers for analyzing the Web-site performance through analysis tools  Interface for online registration of domain name Web Collocation  Necessary Security measures will be implemented both from customer and BSNL‘s perspective  Billing for this will be done on the basis of usage  One of the service differentiator will be bandwidth on which the server is collocated. 9.8 Security Solution  Anti-Virus solution: It will provide a mechanism to detect unknown virus. The solution will protect any Gateway and SMTP traffic from virus  Notification: For mails containing repeated complaints regarding abuse from the same IP address, mail will be sent automatically to the technical contact of the assignee of that IP address  Network Intrusion detection System: The NIDS will detect unauthorized internal/external intrusion attempts into the data centers of NIB-II and will enable to apply appropriate policies on the firewall so as to prevent such attacks in real time. Suitable alarms will also be sent to the Security Control Console  Anti Control System: It is provided for Database servers, Messaging Stores, Web- Hosting Servers and NIDS  Self-protection: Must be able to prevent hackers with root/administrator access from circumventing or shutting down the security engine  Resource protection: Must allow controlling of access to all system resources including data files, devices, processes/services and audit files JTO Phase II (DNIT) Version 1.0 Sep 2021 Page 131 of 174 For Restricted Circulation JTO Phase II Data Network & IT NMS & EMS  Rights delegation: Must provide the ability to designate specific users as administrators, auditors and password managers etc with appropriate rights  Program Controls: Must provide protection against Back Doors and Trojan Horses 9.9 Enterprise Management System  Objective of EMS is to provide a snap-shot graphical view of the health of NIB-II IT infrastructure as a whole including networking equipment, servers and services (business and process view)  Reporting system will be able to generate customized reports such as event-level, performance -level and service-level reports grouped by specific data fields such as time period, location, customer, series type, device type etc  Security Management will display alarm and events specified by the criteria such as alarm type, vendor, service, location, source of attack, type of attack and impacted services  Event Management will capture all the events that are being generated across the complete IT infrastructure, correlates them and initiate corrective actions automatically, as defined  System& Application Management will measure the availability and performance of heterogeneous host systems on a 24x7x365 basis and initiate preventive and corrective actions automatically  System& Application Management will monitor and manage multiple attributes (such as status, memory usage, size and resident size, process time, threads, response time, average throughput and CPU utilization etc) of a running process and problems and perform restart when processes go down. It will generate reports on QOS and capacity planning  Database Management will be able to manage tables including database, table space, buffer pool, processes and session summaries. It will be able to look at thresholds of objects like free space, process page faults, transaction rates and average wait time  Service Management will be able to measure Availability /response time of applications (Basic services, Email services, Web services, Mission critical applications). It will be possible to specify SLA for the applications and monitor them  EMS will have tool to monitor SLA.It will provide alerts for SLA violations and violation trends, for proactively correcting service level problems  Asset Management will store hardware and software inventory information of all the servers and desktops& creating, tracking and maintaining records for the assets and components 9.10 Objective of Operation Support System (OSS)  OSS will allow BSNL to carryout automation of majority of the processes needed in service definition & provisioning, service activation, authentication, authorization and accounting, mediation, rating, billing and invoicing etc. including service assurance and customer care  OSS shall provide an integrated view of all customers and services across the network for Customer life cycle management  This includes a customizable web-based GUI client tools for configuration and setup JTO Phase II (DNIT) Version 1.0 Sep 2021 Page 132 of 174 For Restricted Circulation JTO Phase II Data Network & IT NMS & EMS 9.11 Web Portal  Web Portal will be the gateway for customer and CSR based on their authorizations for accessing various system, services etc  Portal will have an integration, with NMS, EMS and OSS for providing services to the BSNL‘s customer service representatives (direct, indirect, helpdesk, supervisor) and account managers  Portal services Ranging from business, process, network, customer specific maps/views, trouble-ticketing, pre-sales query, post-sales order-booking, order tracking, trouble –shooting etc  Portal will integrate with components like Service Provisioning, Order Management, Billing, Customer Care, EMS and Messaging etc. to provide a unified view of the network and services to the customers and CSRs for all the front office functions and some back office functions  Order status and history provide both subscribers and the customer service representatives with sufficient data to fully manage and monitor the service selection and delivery process  It will be possible to provide a user friendly interface for customers to plan and schedule their bandwidth for Band width on Demand services Services provided by portal to the customers  Customer registration services for both pre-paid and post-paid customer  Self-registration for getting information about products and services  Self-registration for availing services such as post-paid dialup service based on telephone number authentication  Shopping cart for procuring services  Access to services such as messaging, web-hosting, storage and content-services etc. This will include on demand services like video on demand and online gaming etc  Booking an order for services. Allow the user to submit, and track service requests online at any time  View current bill status in real time including billed, unbilled and pre-billed services, payment-details and other related information  Reporting a problem by opening a fault docket and tracking its solution  View the status of related network and services subscribed  View the status of SLA compliance, SLA resolution and rebates applied through integration with billing and NMS 9.12 ORDER MANAGEMENT OM will have  Customer Interface Management  Order Entry and Validation  Workflow Management Customer Interface Management &Order Entry and Validation:  Order will be entered through Web-portal by CSR or Customer directly JTO Phase II (DNIT) Version 1.0 Sep 2021 Page 133 of 174 For Restricted Circulation JTO Phase II Data Network & IT NMS & EMS  CSR will accept the order after completion of signed order form by the customer. He will scan it and attach it with the online order form  All orders will be checked against the feasibility from the RMS For all committed orders, check will be made for customers credit worthiness/default and the billing system will generate a unique ID for the customer  It will be possible to query the status of order, service, billing etc. on the basis of unique ID  OM will track the order status  OM will inform the billing system of successful provisioning or else it will roll back all the steps  Record all the transactions between OM and customer  Record the details of the services provisioned for the customer  Purge customer data from RDBMS and LDAP databases based on pre-defined and configurable policies when the customer surrenders service Work Flow Management: Work Flow Management will automate the process that controls and monitors the execution of an order according to the customer requirements. This involves the steps of qualification, reservation, configuration and verification of a service fulfillment instance Work Flow Management will integrate OM and provisioning Management systems (PMS) being procured under project-1, project –2.2 and Whole-sale Dial Application being procured under project-2.1 Subscriber Provisioning Management System (SPMS) SPMS will cover the provisioning of following services under project 2.1 and project 3 through configurations in files. Subscriber Provisioning will be fully flexible to support all the requirements of services  Dial up Internet Access with different variants  Messaging with different Variants  Web Hosting  Web Collocation  Domain Hosting  Broadband Internet Access with Content delivery through SSSC. 9.13 Mediation Billing mediation will be responsible for collecting usage and other charging data from the various network nodes, normalize the data into a consistent format and distribute it to other applications and billing system for processing this information  System will collect different parameters from different sources to provide Cflow and Netflow based collection and mediation for usage based billing of different services including MPLS-VPN, Web-hosting, Message-Hosting etc  Parameters are  Bandwidth  Volume  Time of day/ day of week/ month (Peak/off peak)  Application (WWW, Email (POP3/IMAP4), Video, E-commerce etc )  Destination  Type of Service (Gold, Silver, Bronze/best efforts) etc JTO Phase II (DNIT) Version 1.0 Sep 2021 Page 134 of 174 For Restricted Circulation JTO Phase II Data Network & IT NMS & EMS DATABASE  Latest Oracle RDBMS will be used with all applications  RDBMS will work in fail over mode over geographical locations  RDBMS will work in a distributed mode across multiple servers  RDBMS will work in a cluster mode  Provisioning will be made for data replication to or from databases of project 1,2.1 and 2.2 9.14 HELP DESK AND TROUBLE TICKETING  Whenever a customer reports a problem, a unique trouble ticket-ID will be generated by the system. This will be intimated to the customer, so that he can track the status on the basis of this ID  It will be possible for customers to submit and check the status of reported problems through web interface  System will automatically track, log and escalate user interactions and requests  CSRs will be able to view, change the status of the calls, reassign/ transfer the trouble tickets to others CSRs or technical specialist through the web interface  Will be able to generate various customized Service Level Reports e.g. Open Call Reports, closed Call Reports, problem area/ Location Specific Reports  Will have the capability for accepting queries through various sources including Telephone, email or Web interface  System will check for tickets status and escalation and notify the management or next level of support staff based on predefined Service Level Agreement (SLA) which will include criteria like Service application, Severity and customer etc  It will have bulletin board to allow CSRs, Managers and Customers to post and review messages about critical issues  It will be possible to track the time spent on specific case  It will be possible to generate work orders for field staff or technicians for fault repair  Trouble ticketing system will interface with SLA and performance management systems to account for the period of network or service unavailability  Trouble ticketing system will be able to extract all incidents, resolution progress reports and all affected services via its interface with the inventory system  The trouble tickets will be attached to a work-flow where ever there are multiple steps required for resolution  It will be possible to include information about the equipment, circuit built up details etc in the trouble ticket automatically after obtaining the same from inventory  Will integrate with web-portal for report trouble ticket status  System will allow CSR to check the network fault status as part of problem investigation JTO Phase II (DNIT) Version 1.0 Sep 2021 Page 135 of 174 For Restricted Circulation JTO Phase II Data Network & IT NMS & EMS 9.15 Billing  Billing engine will cater to all the billing requirements of BSNL include Retail Billing (Prepaid and Postpaid), Wholesale and third party billing, Inter connect and content billing, Dealers and Agents Commissions etc  Billing system will support the preparation of detailed bill, Differential tariff, Cross product discounting, Sponsored/split billing. Bundled accounting, Hot billing/On-demand billing, Hierarchy/ Corporate billing, Discounts & Promotions, Taxes, Notification system, Dealers and Agent commissions, Content Billing  Billing system will allow customers the option of receiving complete event details along with their invoice or view them online through the Web portal. Provision will also be available for the customer to print the event-details from the Web portal in a printable format  Content Billing  System will provide BSNL subscribers to access services provided by external content providers and be able to handle the revenue sharing with the content provider within the single billing platform  System will allow content providers who do not have their own customer care and billing system to use the billing system of BSNL 9.16 Authentication, Authorization and Accounting  Irrespective of mode of access (such as Dial-up Internet access, outsourced remote access, managed VPNs, Broadband etc), it will manage the Authentication of all users/customers- both locally and via proxy RADIUS- and deliver the appropriate level of service to each customer  It will enable defining access schemes by time-of days, days-of-week, call type (PSTN, ISDN and DSL etc.), calling number and called number etc  It will be capable of authenticating through CLI, DNIS, Voucher number, pin code etc  Radius server will be able to handle at least 10,000 concurrent sessions per second  It will integrate with Billing server for providing real time pre-paid balance management and session management across multiple sessions of multiple services of a user. 9.17 CONCLUSION Various Applications servers placed at the 5 Messaging Storage locations like LDAP, AAA, EMS, Messaging, UMS & Billing etc. would require Data storage capacities for storing User‘s mailboxes, Billing data etc. Such storage device should be compatible with all the Servers of major companies such as HP, IBM, SUN, Dell etc. so that choice of Application Servers Platform remains independent of the storage device. The solution consist of the components like DNS, AAA, SAN storage etc. JTO Phase II (DNIT) Version 1.0 Sep 2021 Page 136 of 174 For Restricted Circulation