AdventNet/Telemant

Confidential

MSP 관리 서비스 기술

2001 년 12 월 7 일

텔리맨트

AdventNet/Telemant

Confidential

Contents

U.S. and Asia MSP Market Highlights

Web NMS MSP Architecture

Demonstration

U.S. and Asia MSP Market Highlights

November, 2001

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Overview

Value 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

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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

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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

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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

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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 MSPs and 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

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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)

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Key MSP TechnologiesKey Technology

• J2EE

Primary 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

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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

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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

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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

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Outline

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

contd…

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Outline

…contd

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

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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…

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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

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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 )

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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

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Architecture

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

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Architecture

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

its departments

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Architecture

Segments and stores multiple customers’ data in a central database Secured access to customer-specific data to the customers

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Architecture

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

SLAs and reports them to the customers

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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

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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

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Server Design

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Probe Design

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

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Probe Design

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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

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Report Server Design

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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…

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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…

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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

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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

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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

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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

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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 !

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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

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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

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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

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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