Network Uptime

This complexity has also created a new method of product support; the professional finger pointing. If the problem is too complex to troubleshoot, then it must be the fault of something else in the network. One of a network manager's goals should be the implementation of a management concept that applies to their individual (and unique) network. In most cases, these management goals use pieces of many software and hardware tools, not a single product that claims to fix every network ill. Each network is different, and the management goals of one network may not apply to another.

* Goals and Objectives - Before installing software packages and evaluating hardware, make a list of the goals for the management system. Should the system provide real-time analysis of system availability? What kinds of systems should be managed? Will data be stored for trend analysis? What kind of reporting is expected from the network management system?

These answers should be detailed, and not answered with a simple yes or no. To build a comprehensive system, build on a firm foundation. You don't have to accomplish all of these goals at once, but you must have a clear idea of what the final accomplishment should provide.

* The Monitoring System - Network management takes many forms, but most network managers are familiar with the typical network map with red and green lights. Simply providing a value of 'up' or 'down' doesn't work well in today's networking environments. The network manager needs to have detailed status information on components, services/daemons, and any other specifics that help answer the tough questions when an outage occurs.

* Trend Analysis - A management system also needs a way to store information over time and provide reports of past history. Trend analysis has always been a balancing act, since too much information uses excessive storage space and CPU cycles, and too little information doesn't provide enough information to make decisions. I've yet to find a trend analysis tool that provides sufficient control over the storage of the data and adequate control over the types of data stored in the database. In an effort to keep things 'simple', many companies make their products too 'dumb.'

* The Toolkit - When you're working on a technological engine, you need to have plenty of torque wrenches. Preparing for a major outage can help to identify some shortcomings in the visibility of a network. If there are network segments that are 'mysteries' or appear to be undefined, you've got your starting point for documentation and network management coverage.

Make sure you have the proper arsenal of network management software and hardware to help answer the tough questions. If you need help getting started, look at the Network Uptime tools library, or visit one of the large search engines for help.

* The Plan - The network team needs to be prepared for any contingency. If the WAN links are down, then the proper people and tools need to be dispatched to help repair the outage. Once onsite, the network team needs to be familiar with the specifics of the circuit or network, and have a document that details the technical configuration of the communications link. Too many networks operate without proper documentation, even if it's a simple configuration file from each router in the organization.

The key to avoiding professional finger pointing is to know more about your network than anyone else. Technical support people on the other end of an 800 number are only as good as the people in front of the problem. If your teams are prepared, your network is ready for anything!