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Understand why you need an automated network configuration and change management system Successfully manage change in a complex multi-vendor network environment Make a business case for your NCCM system
Ed Tittel
About EMC
EMC Corporation (NYSE: EMC) is the worlds leading developer and provider of information infrastructure technology and solutions that enable organizations of all sizes to transform the way they compete and create value from their information.
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DUMmIES
EMC EDITION
by Ed Tittel
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Table of Contents
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1 Chapter 1: Understanding Network Configuration and Change Management . . . . . . . . . . . . . . . . . . . . . . . .5
The Very Basics of FCAPS ......................................................... 6 An NCCM Primer ........................................................................ 6 The Business Case for NCCM ................................................. 12 Why NCCM Matters ................................................................. 13
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Introduction
f youve ever been the slightest bit curious about network configuration and change management abbreviated in this book as NCCM youve got the right book. Here, you can find out whats up with network configuration, and why acquiring and managing such information is so important to so many enterprises and large-scale organizations. You can also learn how instituting formal change management processes and procedures, and managing configuration changes explicitly, pays nice dividends. Although NCCM may sound strange, or perhaps even a bit exotic, it isnt. NCCM technology relies on building and maintaining an accurate and up-to-date configuration management database, or CMDB. With a current and correct CMDB at your disposal and the right software tools and technologies in place, managing change becomes a matter of careful, regularly scheduled routine. Major players in many industries, from network and management services, to healthcare and retirement communities, to financial services, have bet on NCCM and used it to trim costs and improve operating efficiencies and service delivery. You can do the same.
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Introduction
This icon highlights points for you to keep in mind as you immerse yourself in the world (and words) of NCCM.
This icon flags technical information you can skip if youre not inclined to revel in details or minutiae. Use this on-target info to help maximize your investment in NCCM. This icon calls out situations to avoid and things to watch out for as you put NCCM to work in your operation.
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Chapter 1
etwork management is deceptively simple-sounding. Youve got some or lots of networks, so of course you need to manage them. What could be simpler than that? Yet network management involves a lot of complexity, lots of long-standing theory and practice, and lots of hard work. In fact, network management is complex enough for the International Organization for Standardization (ISO) to have created a model for network management known as ISO/IEC 7498-4. This model is also called the Open Systems Interconnection Basic Reference Model Management Framework, but its most commonly known by the acronym FCAPS (short for fault-, configuration-, accounting-, performance-, and security-management). This chapter briefly explores the components of the FCAPS model, and then focuses on two critical elements of network management: configuration management and change control. Creating and collecting configuration information for network devices and systems is a key component of systems management, as is tracking how configurations change over time.
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An NCCM Primer
A basic formulation of configuration management might be: 1. Gather and store configuration data about everything on your network. This is the configuration part, where you record data for every piece of hardware and software on your network. 2. Keep track of any and all configuration data as it changes. This is the change management part, where you update your collection of records as changes occur.
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Change authorization and implementation: This is when the plans for a change will be authorized or denied, depending on the merits, costs, and consequences involved. If the change is authorized, it is scheduled for implementation and its plans are executed during some appropriate change interval. (Enterprises generally open time windows to make changes monthly, quarterly, and annually, as they see fit.) Compliance checking: Once a change is implemented, it is reviewed in light of its governing plans and specifications, and also in light of prevailing regulatory and compliance requirements. Only changes that meet all compliance requirements are allowed to stand; all others are reversed or backed out. Inventory reconciliation: This is where changes executed become reflected in the contents of the CMDB. Only successful and valid changes affect the CMDBs contents; all transitory changes are ignored (or reversed, depending on the kinds of tools used for NCCM). These four stages form a management lifecycle, as shown in Figure 1-1.
Inventory reconciliation
Compliance checking
Figure 1-1: A typical process lifecycle for network configuration and change management.
Remember the CMDB? As all this change stuff is underway, each update or configuration item that changes as a result must be documented, and the CMDB must be updated. Automating this process saves huge amounts of labor and prevents further complications owing to human error.
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Change control figures into the Acquire and Implement (AI) domain for COBIT, and falls specifically into the AI6 Manage Changes area, while configuration management falls into the Deliver and Support (DS) domain, in the DS9 Manage the Configuration area. The Monitor and Evaluate (ME) domain also figures into this area, with its emphasis on formal IT processes, internal controls, regulatory compliance, and IT governance. Six Sigma. This business management strategy, originally developed at Motorola in 1986, is still in wide use in many industries, and sometimes finds applications in IT deployment and use. Six Sigmas key focus is on identifying and removing the causes of errors and problems in business processes, and is best explained by the acronym DMAIC:
Capacity Mgt.
CMDB
Conguration Mgt.
Availability Mgt.
Release Mgt.
Figure 1-2: Although other management processes can affect the CMDB, Change Management is the primary driver for all changes to this body of data.
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Ch an ge M gt.
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Centralize the management and create a standard way to represent configuration data for equipment and software from multiple vendors. Provide sufficient flexibility to accommodate increasingly virtualized components and infrastructures for networks and systems. Not only are servers and clients likely to be virtualized nowadays, but so also are network interfaces (vNICs) and switches (vSwitches). Accommodate cloud services and components, including Platform as a Service (PaaS) and Infrastructure as a Service (IaaS), as well as Software as a Service (SaaS). Support rapid, on-the-fly configuration changes and updates, particularly when such updates come from service providers operating outside the premises and control of the enterprise. Support powerful data/model workflow integration, so that everyone shares a single, common, and consistent view of configuration data and changes to be applied to them. Support workflow integration, so that data can flow between management systems, including NCCM systems and other management consoles as needed. This ensures nothing gets lost along the way and that responsible parties participate as and when theyre needed. At its best, integration naturally brings together all the parties involved in change management not only as ITIL sees it, but also as it works on the ground.
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Chapter 2
rganizations interested in using network configuration and change management systems face certain challenges. Some of these challenges relate to resources and the vast volumes of configuration data. Some of these challenges are process- or procedure-oriented, and relate to how an organization establishes and controls its use of NCCM tools. Still other challenges come from the outside, and relate to rules and regulations that stipulate how information particularly information related to customer or client records, financial transactions, and accounts, and their privacy and confidentiality must be handled, audited, and stored. Finally, organizations must recognize that configuration data is particularly attractive and interesting to the criminal element, both outside their network boundaries and among their employees, contractors, and others allowed to work in and on their networks. Theres another elephant in this room, too. Industry analysts observe that 50 to 80 percent of all downtime stems from human error resulting from incorrect or invalid changes to systems and networks. Unfortunately, implementing
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Ensuring compliance
Changes to IT devices, systems, and software dont occur in a vacuum. An NCCM system must be able to support two types of compliance checking: Framework-based processes to ensure that changes comply with requirements for formulation, approval, implementation, and validation. Changes must be checked and validated to make sure they comply with standard best practices and procedures as specified in ITIL, COBIT, and other frameworks (such as Frameworx, formerly known as NGOSS for New Generation Operating Systems and Software from the TeleManagement Forum). This type of compliance checking aims to make sure that changes are properly specified and formulated, have been properly authorized and applied to their targets, and are reflected in the current state of the CMDB and related documentation. This helps ensure consistency, and to make sure that unauthorized, unwanted, incomplete, or incorrect changes arent allowed to stand. Mandatory processes to ensure that changes comply with all applicable rules and regulations regarding their application, content, and history. When enterprises handle certain types of data or client records, rules and regulations that govern such information must be followed. In this case, checking compliance means maintaining a required data trail of changes so their history can be dissected and reconstructed as mandates require. It also means performing and reporting on regular audits to ensure proper and complete compliance is maintained. And finally, it means reporting and handling incidents related to potential data breaches or violations carefully, transparently, and thoroughly.
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must be able to manage security components that include intrusion detection and prevention systems (IDS/IPS), firewalls, public key infrastructures (PKIs), and AAA (authentication, authorization, and accounting) systems. NCCM systems must also perform security logging, to attribute changes to specific user identities at specific time stamps in a permanent record. In environments where inter-network operations occur, NCCM systems must interoperate with various third-party network authentication and authorization environments. These include TACACS+, RADIUS, and LDAP, among others. An NCCM must be able to accommodate security updates and patches for security infrastructure elements, and applications and operating systems. This includes CERT-driven operating system and application security updates, as well as vendorsupplied security updates (like those released the second Tuesday of each month for Microsoft operating systems and applications through the Windows Update service).
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addition, because manual change processes are often based on incorrect or invalid data, they introduce added risks of failure or post-install problems and failures in affected systems. Theyre usually slow and time-consuming. In fact, manual changes may sometimes run longer than is reasonable or workable for maintenance of a standard working schedule. They might even cut into prime-time working hours or important elements in business cycle processing (end-of-month, -quarter, or -year accounting and reporting interruptions or delays serve as dramatic examples). When change processes are unplanned, untested, and loosely scheduled, they often proceed on a haphazard basis. Some changes may work, but documentation or validation may follow only later, or not at all. Some changes may fail, and subsequent repair or remediation may exceed the time window allocated for changes and updates to complete or be rolled back.
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Manual change methods simply cant cope with enterprise levels of volume, activity, and complexity. Simply put, automation is the only way to wrestle enterprise configuration data to the ground and to make it work properly. Thus, automated NCCM systems offer the only real hope of implementing and managing change management systems that comply with governance concepts, best practices, and all applicable rules and regulations.
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Chapter 3
he only way to get anything out of a network configuration and change management system is to put one to work. Start by capturing and storing configuration data for everything youve got, and keep up with changes as they occur. Then make sure that whats in the CMDB matches precisely to whats on the ground or in the clouds, as the case may very well sometimes be on todays heavily distributed and virtualized enterprise networks. Sound like a daunting task? It is but automation can help. There is no better way to acquire configuration data for an NCCM system, nor to handle and document configuration changes as they occur going forward, than through intelligent automation of configuration data acquisition and updates. If theres one hyper-critical attribute of a workable and usable NCCM system, effective automation has to be it. Without effective automation, human intervention of some kind is needed to create and maintain the CMDB. Given the tens of thousands of sets of configuration data in a typical CMDB, with elements and associated values for all sets in the millions of items, this isnt the kind of chore anyone would or should tackle manually. This chapter shows why the right way to handle configuration data is to turn that responsibility over to the NCCM system, and let it do its job.
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to acquire and manage configuration data for virtual devices and components as they are real ones. Thats because modern NCCMs use software that interacts with individual elements directly, and inquires to obtain configuration data or change information. Accommodate cloud services and components: Modern NCCMs can work with remote devices, systems, and programs via the Internet in much the same way that they work with local networked elements. Combined with support for virtualized items, this lets these systems interact with cloud services and components to acquire necessary configuration and change data. Support rapid, on-the-fly configuration changes and updates: Particularly in virtualized environments, entire virtual networks, hosts, and clients can move around frequently and rapidly. Modern NCCM systems maintain ongoing communications with such elements, and update their configuration databases to keep pace with changes automatically. Automated discovery across converged Ethernet and IP network infrastructures lets the NCCM detect as and when changes occur, and tune into them immediately. Support powerful data model integration: This is the foundation for NCCM, and is what permits such systems to interact with hardware and software from a multitude of vendors. Thanks to standard configuration representations and ready network communications, the configuration data on individual devices, systems, and programs makes its way easily and automatically into the CMDB via the NCCM. Support workflow integration: Workflow integration enables the NCCM to interact with other management systems in a transparent and tightly controlled way. Information and approvals follow the work from system to system, and updates propagate as and where theyre needed. Offer extensibility, flexibility, and capacity to handle future growth and expansion: Because the XML used to capture and represent configuration data is easily extended, new devices, systems, and software can be added to the NCCM. Distributed, highly available consoles and database management for the CMDB enable the NCCM to adapt to just about any situation, and to accommodate
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Because NCCM systems rely on automated discovery and updates to manage everyday changes and updates, IT staff members are freed to concentrate on other higher-value tasks and projects. NCCM also helps to improve reliability and availability of networks and systems. In addition to increases in efficiency and improved service levels discussed in the following sections, this also pays a nice dividend in requiring less staff time and effort to detect, diagnose, and repair faults and problems. When things dont break as much, its not necessary to spend as much time and effort to fix them, either. A lower level of human involvement also helps to reduce operator errors, and removes a major cause of inconsistencies between the CMDB and the various networks, systems, and software it represents. Industry analysts estimate that 50 to 80 percent of all network outages may be attributed directly to errors introduced during manual change processes. When automation is at work, such errors no longer occur, thereby saving the costs of the outages themselves along with the time and effort no longer required to set things right.
Increased efficiency
NCCM systems permit an enterprise to control the full process of network design and modification on a continuing basis. You dont have to schedule such activity, or to allocate extra resources to undertake it. The change management process flows naturally into design, and tracks all modifications as a natural consequence of its operation. A formal change management process model also permits the change process itself to be measured and monitored. This results in more reliable networks and improved enterprise productivity. Though more time is spent on planning and working through the change process, the total effort involved pales beside the effort required to troubleshoot problems when theyre allowed to occur not to mention the urgency, the stress, and the unpredictability that outages can introduce into productivity, output, and revenue forecasts. A more reliable and predictable network means that workers can be more productive, that users and customers will obtain a better online experience, and that overall resources
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Ensuring compliance
In many industries, information services must meet regulatory requirements for specific kinds of data, especially financial
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transactions, credit-card processing, and handling of customer medical records and information. Maintaining compliance normally includes providing proof in the form of auditing and related reports. When faults, data breaches, or other incidents occur, various reports and notifications are required, and can come with substantial penalties when compliance isnt achieved. Formal change management systems help to document compliance as a natural consequence of the data they manage, monitor, and report on. This information can also speed audit processing and reduce the time, effort, and cost involved in meeting related reporting requirements. And because formal change management enables changes to be checked for compliance requirements as part of the management process, unintended breaches or violations are far less likely to occur. Compliance efforts and activities are a regular part of the overall process, rather than an exceptional, every-now-and-then effort. This makes problems far less likely to occur, and associated costs and reputation damage far less likely to be assessed.
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Chapter 4
ell-run companies look for innovative ways to retain customers, get new customers, and stand out among competitors. In the network services industry, switching to network configuration and change management (NCCM) is a prime way to meet those goals. In this chapter, I look at four companies that chose an NCCM solution, and why. While browsing those case studies, if any of the scenarios sound familiar (same challenges in your shop?), keep reading for a description of the benefits the companies realized after making the switch to NCCM. Finally, we offer a birds-eye view of EMC Ionix Network Configuration Manager.
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Reliance Globalcom
Reliance Globalcom (formerly Vanco) is a leader in global business communications. This network service provider offers data, voice, video, security, and remote access services. Customers around the world rely on Reliance Globalcom to design, deploy, and manage their global communications networks.
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Automate problem and fault tasks, and configuration and management tasks Provide complete integration with other vendors products Enhance security and demonstrate compliance with customers corporate and regulatory requirements Allow absolute control over the IT environment to maintain quality and ensure accuracy of compliance, change, and configuration processes Reduce overall costs Like CompuCom, Reliance Globalcom chose EMC Ionix for IT Operations Intelligence (ITOI) and EMC Ionix Network Configuration Manager (NCM). The combined solution allowed Reliance Globalcom to meet its goals. Among other benefits, the companys operations became much more efficient, reducing the time to push an update to all systems from hours to minutes, with no errors. NCM also allows the company to control who may see and make updates, and consistently monitor compliance across devices and networks.
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Report Manager
Executive level views Compliance reports Inventory reports Change reports
DB Server
Application Server
Device Server
Broadband Routers
Routers
Wireless Routers
Figure 4-1: The Network Configuration Manager model includes a multi-tiered architecture.
Network Configuration Manager integrates three important network management processes: design, change, and compliance.
Design
Before rolling out changes or new configurations, Network Configuration Manager helps you create an implementation
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design. In this phase, you plan for and set up change automation using templates called Golden Configs in EMC-speak. The tools interface, shown in Figure 4-2, is intuitive and easy to use, even when supporting large networks. It displays the information you need or makes it available with only a click or two of your mouse. VoyenceControl was the precursor to Network Configuration Manager. Some of the Network Configuration Manager screens still carry the VoyenceControl logo and branding.
Figure 4-2: The Network Configuration Manager interface lets you easily design, and then implement, change management tasks.
Change
After you design a change, youre ready to push it to your network devices automatically. This automation is what replaces manual change processes and reduces or eliminates human errors. You dont need to log in to devices individually to change configs, spending days or weeks to update large networks. No more bare-metal provisioning, no more site
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Figure 4-3: An example of the Auto Discovery feature for Network Configuration Manager.
The management system runs on an application server, which can manage one or thousands of devices from different vendors. That design allows the environment to easily scale to meet needs of network environments large, midsize, and small.
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Chapter 5
Why is this? Think about it, then answer these puzzlers: How many commandments did Moses bring down from the mount? How many fingers do most people have on both hands? Solve the unknown in this phrase: Top X List So here are ten benefits of network configuration and change control.
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Refocus IT Efforts
Automated NCCM users can refocus IT efforts on planning and proactive efforts to create new IT services and innovate for the business, rather than spending those efforts on manual change activity.
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Bust Downtime
Proper network configuration and change management results in networks that are more reliable and available, and less subject to service degradations or outright outages. All these things contribute to a better end-user experience, and even to meeting or exceeding service level guarantees. Automating configuration changes using NCCM reduces downtime, as compared to manual change control methods.
Improve Productivity
Improved service delivery and a better end-user experience derived from NCCM systems translate into improved productivity.
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