Modernize NetOps with Business-Aware Network Monitoring
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Too many network managers are fighting losing battles. Since 2016, the number of enterprise NetOps teams that are fully successful has dropped from 49% to 27%, according to Enterprise Management Associates (EMA) research. These slides discuss why NetOps teams are failing and how a monitoring solution with a service-centric view of the network can turn things around.
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Modernize NetOps with Business-Aware Network Monitoring
- 1. | @ema_research Modernize NetOps with Business-Aware Network Monitoring Keith Sinclair Chief Architect FirstWave Cloud Technologies Shamus McGillicuddy Vice President of Research, Network Infrastructure and Operations Enterprise Management Associates (EMA)
- 2. | @ema_research 2 Watch the On-Demand Webinar • Modernize NetOps with Business-Aware Network Monitoring On- Demand Webinar: https://info.enterprisemanagement.com/modernize-netops-with- business-aware-network-monitoring-webinar-ss • Check out upcoming webinars from EMA here: https://www.enterprisemanagement.com/freeResearch © 2023 Enterprise Management Associates, Inc.
- 3. | @ema_research | @ema_research Featured Speakers Shamus is a Vice President of Research at EMA, where he leads the network infrastructure and operations practice. He has nearly two decades of experience in the IT industry. His research focuses on all aspects of managing enterprise networks, including network automation, AIOps-driven network operations, multi-cloud networking, and WAN transformation. With a rich career spanning over three decades in the ICT sector, Keith is a seasoned technology executive, renowned for his customer-centric approach, innovative mindset, and adept problem- solving skills. Keith currently serves as the Chief Architect at FirstWave Cloud Technologies. He is responsible for setting strategic direction, overseeing the development of new products, and ensuring top- notch quality and performance for NMIS solutions. A recognized expert in network management and security, Keith is a sought-after speaker at industry events and conferences. © 2023 Enterprise Management Associates, Inc. 3 Shamus McGillicuddy Vice President of Research EMA Keith Sinclair Chief Architect FirstWave Cloud Technologies
- 4. | @ema_research Why are NetOps Teams Struggling?
- 5. | @ema_research | @ema_research Network Operations Success in Steep Decline © 2023 Enterprise Management Associates, Inc. 5 “Our network is one of the biggest in the world. We have hundreds of people maintaining it, and it’s still a tremendous mess.” Network team manager Fortune 100 pharmaceutical company “[NetOps] is not super effective. I’ve seen big companies that don’t put enough investment into the people in their network operations centers.” Network engineer Fortune 500 software company “If we’re going to measure [NetOps success] against critical incidents, we’re doing okay. But if we’re going to measure it against low-impact incidents, I’d say no.” Network engineer Fortune 100 consumer goods manufacturer PERCENTAGE OF NETOPS TEAMS THAT ARE EFFECTIVE
- 6. | @ema_research | @ema_research NetOps Teams are Too Tactical with Tools © 2023 Enterprise Management Associates, Inc. 6 Tool Fragmentation 61% of NetOps teams have 6+ monitoring & troubleshooting tools High tool counts = more manual errors Tools are Noisy 53% of alerts are false alarms Top tool complaints 26% Limited scope 22% Difficult to implement 21% Too noisy 21% Lack of insights “We don’t know which [alerts] to check out, so we have to check all of them to verify that they are false alarms.” NOC analyst, UCaaS provider
- 7. | @ema_research | @ema_research NetOps Teams Can’t Find Skilled Personnel © 2023 Enterprise Management Associates, Inc. 7 Hardest skills to hire DOES YOUR ORGANIZATION FIND IT DIFFICULT OR EASY TO HIRE AND RETAIN PERSONNEL WITH NETWORK TECHNOLOGY EXPERTISE? 1 Network security 37% Network automation 35% Network monitoring 32% Network troubleshooting 29% Public cloud networking 29% 2 3 4 5
- 8. | @ema_research | @ema_research Digital Disruptions Undermining NetOps © 2023 Enterprise Management Associates, Inc. 8 88% of enterprises will be multi-cloud by 2024 91% of NetOps teams use their tools to monitor cloud Only 18% believe those tools are fully effective 96% of NetOps teams see IoT/OT devices connecting to corporate networks 53% are investing in new monitoring tools to address IoT 73% use third-party NetOps tools to monitor SD-WAN/SASE Only 41% are completely satisfied with tool support Tool challenges • No end-to-end insights across underlay and overlay • Poor reporting/visualization of SD-WAN tunnels • Data quality issues 85% of companies see permanent increase in WFH Only 31% of NetOps teams are successfully supporting these people 96% budgeted for NetOps tool upgrades Cloud Fragmentation WAN Transformation Hybrid Work IoT/OT Convergence
- 10. | @ema_research | @ema_research It’s not easy Remove Tool Fragmentation, Modernize © 2023 Enterprise Management Associates, Inc. 10 Procure fully integrated, multi-function NPM platforms • Only 25% of all NetOps teams do this • But 51% of successful NetOps teams make it a priority “We would like to have as few tools as possible. But no tool can do everything we need.” Network engineer Fortune 100 consumer goods manufacturer “We have a multifunction tool, but it won’t scale to our environment. So, we have to do several installations. We have more than one million devices.” IT operations manager Government agency 77% of network managers agree: A modern network performance management solution can mitigate skills gaps
- 11. | @ema_research | @ema_research Hire for Potential, Not Skills or Certs © 2023 Enterprise Management Associates, Inc. 11 IT operations manager very large government agency “It’s important to have someone with a decent IQ and a willingness to learn. A good personality is way more important than knowing absolutely everything about technology. You can train someone new, give them experience and responsibility.” Network team manager Fortune 100 pharmaceutical “I’m not looking for specific skills. I look for potential. I ask, ‘What have you done with technology?’ Based on their answer…I believe he can learn to work with a new technology. We don’t hire for top-tier skills. We’re just looking for general networking skills.”
- 12. | @ema_research | @ema_research Cross-domain IT operations more successful than standalone NOC Stop Focusing on Uptime, Break Down Silos © 2023 Enterprise Management Associates, Inc. NetOps teams say success now means: Key NetOps partners Security Cloud/DevOps Kubernetes platform teams Operational technology IT service management Security risk reduction Improving overall network visibility Accelerated MTTR Cross-IT collaboration 12
- 13. | @ema_research How to Modernize NetOps Tools
- 14. | @ema_research | @ema_research Successful NetOps teams prioritize: Reliable data collection Robust presentation and searchability of network data Role-based access control (breaking down silos) Network compliance visibility APIs and integrations ITOM tools Cloud tools SD-WAN Platform Considerations © 2023 Enterprise Management Associates, Inc. 14
- 15. | @ema_research | @ema_research HAVE ANY OF THE FOLLOWING TYPES OF NETWORK DATA BECOME MORE IMPORTANT OR LESS IMPORTANT TO THE MANAGEMENT AND MONITORING OF YOUR NETWORK OVER THE LAST THREE YEARS? Diverse Data Collection © 2023 Enterprise Management Associates, Inc. 15
- 16. | @ema_research | @ema_research Most important insights needed from NetOps tools: Security Root cause to network problems Application performance Capacity Business impacts Actionable Insights with Service-Centric Network Operations © 2023 Enterprise Management Associates, Inc. Successful network teams have tools that: 1 2 3 4 5 Generate alerts that are actionable, rather than noise Correlate insight across diverse sets of network data (flows, metrics, topology, etc.) Especially important in large networks 16
- 17. | @ema_research | @ema_research Getting to Service-Centric Insights © 2023 Enterprise Management Associates, Inc. 17 Successful NetOps teams prioritize these troubleshooting features: • Multiple metrics overlaid for time-series analysis • Reconstruction of network sessions and transactions One click to full context • 48% of NetOps teams get a report on all related events and network changes when they click on an alert • 79% of successful NetOps teams have this
- 18. | @ema_research | @ema_research Key Takeaways © 2023 Enterprise Management Associates, Inc. 18 Tactical tool strategies are unsustainable due to: • Skills gaps • Cloud • SD-WAN/SASE • IoT • WFH Successful NetOps teams are procuring unified, multifunction tools that: Collect and correlate diverse network data Translate data into service-centric, actionable insights
- 19. Modernize NetOps with Business-Aware Network Monitoring October 2023 Keith Sinclair FirstWave Chief Architect
- 20. Key Elements of Business-Aware Network Monitoring (BANM) Real-time monitoring Proactive alerting Actionable insights 20
- 21. Benefits of BANM Improved business agility through better information and visibility Enhanced operational efficiency by increasing productivity Increased customer satisfaction from reduced MTTR 21
- 22. Getting Started with BANM 22 Discover Manage Monitor Establish baseline Adjust alerting Setup Services Setup Notifications Technical Steps Identify the stakeholders Identify the top business processes Revenue generating Legal/legislative need Core mission Identify the applications used by them Include core productivity applications Email Internet Collaboration tools Business Steps
- 23. Core Concepts • Shared vs Dedicated Infrastructure • Reactive vs Proactive vs Business Impacting • Labelling Devices with Metadata 23
- 25. Dedicated vs Shared Infrastructure • Outages in shared infrastructure impact MANY SERVICES • Outages in dedicated infrastructure impact only those depending on the SERVICE. • What people need is to monitor the shared infrastructure as a service. • Then monitor the dedicated infrastructure and let those impacted know what is happening. 25 Shared Dedicated Dedicated Dedicated Dedicated Dedicated Dedicated Dedicated Dedicated
- 26. What is in an Enterprise Application 26 frontend application workstation database A user, using their PC/mobile access an application, which probably has a frontend, application logic and a database. This will be running on one or more servers, or using microservices, containers and databases, logically the same. users network It is likely these servers are dedicated to running this application (the database server might be shared).
- 27. Expanding the Enterprise Application 27 frontend application workstation router1 switch1 database switch2 switch3 firewall network router10 switch10 Physical and Logical Connections • Layer 2 (Ethernet) • Layer 3 (IP) • Application (HTTP) users The network could be a lot of gear inside an enterprise. There could be a WAN or VPN to a local location or connect directly to the cloud. There are still things to create and control network connectivity. This network infrastructure is shared by many users and applications.
- 28. Simplify the Enterprise Application 28 frontend application IP subnet 1 workstation router1 switch1 database switch2 switch3 IP subnet 2 firewall network router10 switch10 IP subnet 10 IP subnet 4 Shared infrastructure, used by many services Dedicated infrastructure used only by that service. IP subnet 3 users Shared Infrastructure Dedicated Infrastructure Physical and Logical Connections • Layer 2 (Ethernet) • Layer 3 (IP) • Application (HTTP)
- 29. Many dedicated services 29 IP subnet 1 workstation router1 switch1 switch2 switch3 IP subnet 2 firewall network router10 switch10 IP subnet 10 IP subnet 4 IP subnet 3 users Shared Infrastructure frontend application database Shared infrastructure, used by many services Dedicated infrastructure used only by that service. frontend application database frontend application database frontend application database Dedicated Infrastructure frontend application database Physical and Logical Connections • Layer 2 (Ethernet) • Layer 3 (IP) • Application (HTTP)
- 30. What about a network? 30 Dedicated Infrastructure Shared Infrastructure Dedicated Infrastructure Same! A network is a service, it provides connectivity. The core network is fault tolerant (if built right) and the distribution network is highly available. The customer equipment is the least reliable. This is where most faults happen. Core Distribution
- 31. Reactive vs Proactive vs Business Impacting Core Concept 31
- 32. Differentiate Reactive from Proactive Reactive events Operations Teams Support Teams Proactive events Technology Engineering Teams Capacity Planning 32 • What is a reactive event? • Node down • Disk full • Application Down • What is a proactive event? • CPU High • Memory High • Disk filling up • Interface dropping packets Action Required Reactive Triage Restore service Proactive Investigate Plan a change
- 33. What sort of action is needed? 33 Proactive Events Reactive Events Business Impacting Events router A device has many elements. Each of the elements have a status made up of the metrics we collect. Roll all those up to the device status. A device has two states, up or down. If the device is down, it is down. Status State Some status events require action now. Some status events require action later. State events require action now.
- 34. Right information to the right teams 34 Operations Engineering firewall load balancer nas router server storage switch toaster ups vpn wireless Events Proactive Events Reactive Events Customer Success Business Impacting Events Reduced noise Actionable insights Much data/events
- 36. Labelling devices for context and correlation – better metadata. We need good metadata about our devices We know all the devices are not equal We know different people need to be involved 36
- 37. Automated, Manual, API's and Custom Metadata Automated metadata • The NMIS Suite will automatically set some device metadata Managed metadata • Manage the device metadata using the GUI. API's set metadata • Use APIs to integrate metadata from existing systems. Custom metadata • Create and manage custom fields for data important to your business processes. 37
- 38. Getting BANM with Enterprise Services 38
- 41. Two critical events 41 Many supporting events created, but there are two actionable events. One for the network engineering team One for the customer relationship team
- 42. The right notifications to the right people 42 The Network Engineering Team deal with the network outage and can see impacted customers. The customer relationship team sees it’s a bigger outage and lets the customers know. Custom Groups are cool
- 43. Conclusion 43 Importance and Benefits of Business- Aware Network Monitoring Getting Started with Business-Aware Network Monitoring Core concepts supporting BANM Shared vs Dedicated Infrastructure Reactive vs Proactive vs Business Impacting Labelling Devices How to implement Business-Aware Network Monitoring with opCharts Enterprise Services
- 44. Thank you Questions? For a copy of this slide pack and other materials email: marketing@firstwave.com Learn more about Business Aware Network Monitoring • https://firstwave.com/banm • sales@firstwave.com FirstWave network management solutions are used by over 150,000 organizations globally, including: