Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Developing service metrics

850 views

Published on

Developing service metrics

Published in: Engineering
  • Be the first to comment

Developing service metrics

  1. 1. UNIT - TWO
  2. 2. developing service metrics  Service metrics:  To measure and how to improve customer interactions and satisfaction.  To help analyze trends and overall performance of Services and Service Management processes.  Performance thresholds and limits and performance characteristics are measured.
  3. 3. developing service metrics  Service metrics are either actual measurable quantities or measured quantities in the network.  Performance characteristics must be configurable, measurable and verifiable within the network.  The types of service metrics you use will depend on your design and the types of equipment.
  4. 4. developing service metrics  Service metrics for RMA include:  Reliability: in terms of Mean Time Between Failures (MTBF) and Mean Time Between Mission-Critical Failures (MTBCF)  Maintainability: in terms of Mean Time To Repair (MTTR)  Availability: in terms of MTBF, MTBCF, MTTR.  Optionally Uptime and Downtime (as a percent of total time).
  5. 5. developing service metrics  MTBF: Mean Time Between Failure.  A basic measure of reliability.  It is the predicted elapsed time(period of time) between inherent failures of a system during operation.  it can be calculated as the arithmetic mean (average) time between failures of a system.  where all failures that occur over an operating period are counted.  It is sometimes referred to as logistics reliability because it determines the number of spares that you will need to replace items (e.g., parts, assemblies, etc.) that fail.
  6. 6. developing service metrics  MTBCF : Mean Time Between Critical Failure.  It is sometimes referred to as "mission reliability"  It is a subset of MTBF because it only counts those failures that result in a mission abort or mission failure.  It is a term used when redundancy exists in a system.  It is often used to differentiate system reliability from series mean time between failure (MTBF).
  7. 7. developing service metrics  Service metrics for capacity include:  Data rates, Peak Data Rate(PDR)  Sustained Data Rate(SDR)  Minimum Data Rate(MDR)  Data sizes:  Burst sizes and durations.
  8. 8. developing service metrics  Service metrics for delay include:  End to end or  Round-trip delay  Latency  Delay variation  Service metrics can be described in terms of variables in network devices:  Simple network management protocol(SNMP)  Common management information protocol(CMIP)
  9. 9.  Examples of variables used as service metrics include:  Bytes in/out (per interface)  IP Packets in/out (per interface)  Dropped Internet control message protocol(ICMP)  Service Level agreement (SLA) metrics(per user) ○ Capacity limit. ○ Burst tolerance. ○ Delay. ○ Downtime.
  10. 10. Important terms for definition  FRAME RELAY:  Standardized WAN specifies physical and logical of digital telecommunication channels using packet switch methodology.  Designed for transport across Integrated Service Digital Network(ISDN) Infrastructure.
  11. 11. Important terms for definition  UP-TIME :  Time during the computer is operational.  DOWN-TIME :  Time during the computer is NOT operational.  CELL LOSS RATIO :  Field of ATM (Asynchronous transfer mode), cell header, indicate the ratio of discarded cells to that are transmitted successfully.
  12. 12. Important terms for definition  CMR:  Cells received at the end point that was not originally transmitted by source end, associated with given traffic load and destination.  PACKET LOSS RATIO:  Rate at which packet of data travelling across a network failed to reach destination. ○ ACTIVE – specify link information of packet of priority ○ PASSIVE – know only source and destination.
  13. 13. Important terms for definition  PACKET ERROR RATE:  Number of incorrectly received data packets/ total no of received packets.  BIT ERROR RATE:  The number of bit errors is the number of received bits of data stream over a communication channel has been altered due to noise interference, distortion or bit synchronization errors.
  14. 14. Important terms for definition  BURST TOLERANCE:  Parameter defined by ATM FORUM (ATM in Telecommunication network) for ATM traffic management. ○ Ex: VBR determines the size of the maximum burst of contiguous cells that can be transmitted.
  15. 15. MEASUREMENT TOOLS  Various tools to help measure service metrics:  Utility ping(TCP/IP)  Roughly measures round-trip delays between selected sources and destinations in the network.  Trace-route: ○ path traces.  TCP dump: ○ Tool to analyze TCP traffic.
  16. 16. WHERE TO APPLY SERVICE METRICS  It is useful when trying to isolate and track problems in the network.  Especially when there are multiple groups responsible for the network.  Used to separate responsibilities between  An End –to-End provider,  A WAN service provider, and other immediate providers.
  17. 17. THANK YOU

×