Cooperative Management of Enterprise Networks

Cooperative Management of Enterprise Networks

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English

Description

Enterprises all over the world are experiencing a rapid development of networked computing for applications that are required for the daily survival of an organization. Client-server computing offers great potential for cost-effective networked computing. However, many organizations have now learned that the cost of maintenance and support of these networked distributed systems far exceeds the cost of buying them. Computer supported creative work (CSCW) is the evolving area that promotes the understanding of business processes and relevant communication technologies. This guide uses CSCW as the medium for conveying ideas on the integration of business processes with network and systems management.I t should be useful for systems management professionals wishing to know about business process integration, business managers wishing to integrate their tasks with network/systems management, software system developers wishing to adopt participatory design practices, and students and researchers.

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Published 01 January 2000
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EAN13 0306469723
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Contents
1.Introduction.. ... . . . . . . . .. . . . . . .. . . . . . .. . .. , , , , , 1.1. Overview.. . ... . . . . . . . . . . . . . . . . . ... . . . . . . , , 1.2. Background and Motivation. . . . .. .. . . . . .. .. . . . . , , , , 1.3. RelatedWork.. .. . . ... . . ... . .. . .. . . . . .. , , , , , , 1.4. Organizationofthe Book. . . ... . . . . .. . . .. . . . , , , , , , 1.4.1. PartA: Problem and Review.. . . . . . .. .. . . . . . , , , 1.4.2. PartB: Cooperative Management. . ... . . . . .. . . . , , , 1.4.3. Part C: Applicationofthe Methodology... . . . . .. . . , , 2. IntegratedManagementofEnterpriseNetworks. . . . . .. .... . . . .. .
2.1. WhatIsIntegrated Management?. .. . . .. . . . .. . . .. . . . , , 2.2. Integrated Management Concepts. .. .. . . .. .,. . . . , , , , , , 2.2.1. ManagementModel. . . . . . .. . .. . . . . . . .. . .. . . 2.2.2. IntegratedManagementFramework. .. . . . . .. . . . .. . 2.3. ManagementApplications. . . . .. . .. . . . . . . .. . .. . . . . . 2.4. IntegratedManagementStandards.. . . .. . . . ... . . . . , , , , 2.4.1. Internet SNMP.. . . . .. . . .. . . . . . .. . , , , , , , , 2.4.2. ISO/ITUOS1Management. . . . .. .. . . . . . .. . , , , , 2.4.3. ISOODP. . . ... . . . . .. . .. . . . .. . , , , , , , , , 2.4.4. ITUTelecommunicationsManagementNetwork (TMN). . . . 2.4.5. TINA... . . . .. . . . .... .. . . . . ... , , , , , , , 2.4.6. DistributedManagementTaskForce (DMTF). .. . . . . .. , 2.4.7. Comparison ofIntegrated Management Standards,. . . . . . , 2.5. Integration with EnterpriseBusiness Processes. .. . . .... . . . . , 2.5.1. ProcessManagement. . . .. . .. . . . . . . . .. . . . .. . 2.5.2. IntegrationofService Managementwith Network/Systems Management. . . . . . . . . . . . . . . . ... . . . . . . ,, , 2.6. RecentDevelopments. . .. .. . . . . . . . . . .'. .. . . . . . , , , 2.6.1. KnowledgeTechnologies. .. . . . . . .... . .. . . . . . . 2.6.2. Visualization. .. . . . . . ... ... . . . . . .. . . .. . , , 2.6.3. WWWBased UserInterface. . . .. . . ... . . . . . . , , ,
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Cooperative ManagementofEnterprise Networks
2.6.4. Management Policies. . . . . . . . . . . . . . . . . . . . . . . 2.6.5. OpenProblems. . . . . . . . . . . . . . . . . . . . . . . . . . 2.7. Chaptersummary. . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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Computer Supported Cooperative Work (CSCW). . . . . . . . . . . . . . .27 3.1. What is CSCW?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .27 3.1.1. An Understanding of Business Organizations. . . . . . . . . .28 3.1.2. Communication Technologies. . . . . . . . . . . . . . . . . .29 3.1.3. Benefits of CSCW. . . . . . . . . . . . . . . . . . . . . . . .31 3.2. The Evolution of CSCW. . . . . . . . . . . . . . . . . . . . . . . . .32 3.3. Workgroup Collaboration. . . . . . . . . . . . . . . . . . . . . . . . .34 3.4. Groupware. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .35 3.4.1. Groupware Implementation. . . . . . . . . . . . . . . . . . .35 3.4.2. Groupware Development Issues. . . . . . . . . . . . . . . . .36 3.4.2.1. Critical Mass Problems. . . . . . . . . . . . . . . .37 3.4.2.2. Improvisation Handling. . . . . . . . . . . . . . . .37 3.4.2.3. Difficulty of Evaluation. . . . . . . . . . . . . . . .38 3.4.2.4. Failure of Intuition. . . . . . . . . . . . . . . . . . .38 3.4.2.5. Difficult Adoption Process. . . . . . . . . . . . . .38 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3.5. Workflows..39 3.5.1. Integrated Management Workflow. . . . . . . . . . . . . . . .39 3.5.2. Workflow Classification. . . . . . . . . . . . . . . . . . . . .40 3.5.3. Workflow Management. . . . . . . . . . . . . . . . . . . . . .42 3.5.4. Workflows at Different Levels. . . . . . . . . . . . . . . . . .43 3.5.5. Workflow Reference Model. . . . . . . . . . . . . . . . . . .43 3.5.6. WorkflowsforManagementof EnterpriseNetworks. . . . . .45 3.6. Chapter summary. . . . . . . . . . . . . . . . . . . . . . . . . . . . .46
Cooperative Management Methodology
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4.1.Cooperative Management Methodology. . . . . . . . . . . . . . . . . 4.1.Methodologies?1. Why . . . . . . . . . . . . . . . . . . . . . . . 4.1.2. Methodologies for Integrated Management. . . . . . . . . . . 4.1.3. Characteristics of the Problem Domain. . . . . . . . . . . . . 4.2. Related Work. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4.3. CSCW Methodologies. . . . . . . . . . . . . . . . . . . . . . . . . . 4.4. CoMEN Models. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4.4.1. CoMEN Concepts. . . . . . . . . . . . . . . . . . . . . . . . 4.4.2. Development of CoMEN. . . . . . . . . . . . . . . . . . . . . 4.4.2.1. Overall System Study. . . . . . . . . . . . . . . . . 4.4.2.2. Process Study. . . . . . . . . . . . . . . . . . . . . 4.4.2.3. Defining Collaborative Service Requirements. . . . 4.4.2.4. Analysis. . . . . . . . . . . . . . . . . . . . . . . . 4.4.2.5. Abstract Specification. . . . . . . . . . . . . . . . . 4.4.2.6. Design and Implementation. . . . . . . . . . . . . .
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Contents
5.
4.5.
4.6.
4.7. 4.8.
CoMENProcess. . . . . . . . . . . . . . . . . . . . . . . . . . 4.5.1. The Requirements Phase. . . . . . . . . . . . . . . . . 4.5.2. The Analysis Phase. . . . . . . . . . . . . . . . . . . . 4.5.3. The Design Phase. . . . . . . . . . . . . . . . . . . . . 4.5.4. The Implementation Phase. . . . . . . . . . . . . . . . 4.5.5. The Evaluation Phase. . . . . . . . . . . . . . . . . . . CoMENNotations. . . . . . . . . . . . . . . . . . . . . . . . . 4.6.1. Rich Picture. . . . . . . . . . . . . . . . . . . . . . . . 4.6.2. Enterprise Analysis. . . . . . . . . . . . . . . . . . . . 4.6.3. Process Diagrams. . . . . . . . . . . . . . . . . . . . . 4.6.4. Action Workflow Diagrams. . . . . . . . . . . . . . . . Advantages of CoMEN. . . . . . . . . . . . . . . . . . . . . . ChapterSummary. . . . . . . . . . . . . . . . . . . . . . . . .
Cooperative Management Analysis
5.1.
5.2.
5.3.
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Methodology. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5.1.1. Development of Requirements through Interviews. . . . . . . . 5.1.2. Using Questionnaires. . . . . . . . . . . . . . . . . . . . . . . 5.1.3. Experimentation by Building a Prototype. . . . . . . . . . . . 5.1.4. Observation through Ethnographic Studies. . . . . . . . . . . . Requirement Phase. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5.2.1. System under Study. . . . . . . . . . . . . . . . . . . . . . . . 5.2.2. Logical Components. . . . . . . . . . . . . . . . . . . . . . . 5.2.2.1. Roles and Tasks. . . . . . . . . . . . . . . . . . . . . 5.2.2.2. Scenarios. . . . . . . . . . . . . . . . . . . . . . . . 5.2.2.3.Toolsand Artifacts. . . . . . . . . . . . . . . . . . . 5.2.3. ProcessStudy. . . . . . . . . . . . . . . . . . . . . . . . . . . 5.2.3.1. Scenario 1:Upgrade Problem. . . . . . . . . . . . . 5.2.3.2. Scenario 2: No Information with NMC. . . . . . . . 5.2.3.3. Scenario 3: New SoftwareVersion. . . . . . . . . . . 5.2.3.4. Scenario 4: Security Problems. . . . . . . . . . . . . 5.2.3.5. Scenario5:Architectural Problems. . . . . . . . . . Analysis. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5.3.1. Collaborative Services. . . . . . . . . . . . . . . . . . . . . . . 5.3.1.1. Repositories. . . . . . . . . . . . . . . . . . . . . . 5.3.1.2. Group Communication Interfaces. . . . . . . . . . . 5.3.2. Interaction Analysis. . . . . . . . . . . . . . . . . . . . . . . . 5.3.2.1. Collaborative Service Evaluation. . . . . . . . . . . 5.3.2.2. Time Utilization of Human Roles. . . . . . . . . . . 5.3.3. Cooperation Analysis. . . . . . . . . . . . . . . . . . . . . . . 5.3.3.1. Awareness Levels. . . . . . . . . . . . . . . . . . . . 5.3.3.2. Scenario 1: Upgrade Problem. . . . . . . . . . . . . 5.3.3.3. Scenario 2: No Information with NMC. . . . . . . . 5.3.3.4. Scenario 3: New Software Version. . . . . . . . . . . 5.3.3.5. Scenario 4..Security Problems. . . . . . . . . . . . . 5.3.3.6. Scenario5 :Architectural Issues. . . . . . . . . . . .
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7.
5.4. 5.5.
Cooperative ManagementofEnterprise Networks 5.3.4. Usefulness of the Awareness Model. . . . . . . . . . . . . . .96 Discussion. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .97 ChapterSummary. . . . . . . . . . . . . . . . . . . . . . . . . . . . .99
Design and Implementation of a Cooperative Management System. . . . . .
6.1. 6.2. 6.3.
6.4. 6.5. 6.6.
6.7.
6.8.
6.9.
CoMEN Design Methodology. . . . . . . . . . . . . . . . . . . . . . CoMEN Analysis to System Design. . . . . . . . . . . . . . . . . . . CSCW Application Design. . . . . . . . . . . . . . . . . . . . . . . . 6.3.1. A Generic HelpDesk Application. . . . . . . . . . . . . . . . 6.3.2. Generic Workflow of a Cooperative Management System. . . 6.3.3. Workflow Specifications. . . . . . . . . . . . . . . . . . . . . Distributed Management System Design. . . . . . . . . . . . . . . . . Group Communication System Design. . . . . . . . . . . . . . . . . . Cooperative Management Architectural Design. . . . . . . . . . . . . 6.6.1. The Cooperative Management Environment. . . . . . . . . . . 6.6.2. Cooperative Management Requirements. . . . . . . . . . . . . 6.6.3. The Cooperative Management Framework. . . . . . . . . . . Implementation Framework. . . . . . . . . . . . . . . . . . . . . . . . 6.7.1. Integrated Management Platform Considerations. . . . . . . . 6.7.2. CSCW Platform Considerations. . . . . . . . . . . . . . . . . 6.7.3. The Prototyping Environment. . . . . . . . . . . . . . . . . . 6.7.4. Group Communication Specifications. . . . . . . . . . . . . . Discussion. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6.8.1. Relevance to Given Scenarios. . . . . . . . . . . . . . . . . . 6.8.2. A Complete Cooperative Management System. . . . . . . . . ChapterSummary. . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Evaluation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
7.1. 7.2.
7.3.
7.4.
7.5.
Evaluation Methodology. . . . . . . . . . . . . . . . . . . . . . . . . Evaluation Criteria. . . . . . . . . . . . . . . . . . . . . . . . . . . . 7.2.1. Evaluation Criteria at the Instrumentation Level. . . . . . . . . 7.2.2. Evaluation Criteria at the Platform Level. . . . . . . . . . . . 7.2.3. Evaluation Criteria at the Management Application Level. . . 7.2.4. Evaluation Criteria at the Human User Level. . . . . . . . . . 7.2.5. Evaluation Criteria for Enterprise Management. . . . . . . . . Integrated Management Evaluation Framework. . . . . . . . . . . . . 7.3.1. Template. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7.3.2. Evaluation Criteriafor Cooperative Management. . . . . . . . 7.3.3. Evaluation Steps. . . . . . . . . . . . . . . . . . . . . . . . . Checklist Evaluation. . . . . . . . . . . . . . . . . . . . . . . . . . . 7.4.1. Architectural Features Checklist. . . . . . . . . . . . . . . . . 7.4.2. Application Scenarios Checklist. . . . . . . . . . . . . . . . . Heuristic Evaluation. . . . . . . . . . . . . . . . . . . . . . . . . . . 7.5.1. Questions Addressed. . . . . . . . . . . . . . . . . . . . . . .
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7.6.
7.5.2. Background of Experts. . . . . . . . . . . . . . . . . . . . . . 7.5.2.1. Expert 1. . . . . . . . . . . . . . . . . . . . . . . . . 7.5.2.2. Expert 2. . . . . . . . . . . . . . . . . . . . . . . . . 7.5.2.3. Expert 3. . . . . . . . . . . . . . . . . . . . . . . . . 7.5.3. Summary of Results. . . . . . . . . . . . . . . . . . . . . . . . 7.5.3.1. Enterprise Management (Level 1). . . . . . . . . . . 7.5.3.2. Management Platforms. Application, and Human User Levels (Level2). . . . . . . . . . . . . . . . . . 7.5.3.3. Groupware Support, Usability, and Visualization Levels (Level 3). . . . . . . . . . . . . . . . . . . . 7.5.3.4. Group Communication Support Level (Level 4). . . . 7.5.3.5. Additional Information from Expert 2. . . . . . . . . 7.5.3.6. Additional Information from Expert 3. . . . . . . . . ChapterSummary. . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Conclusions and Future Challenges
8.1. 8.2. 8.3. 8.4.
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Part A: Integrated Management Problem. . . . . . . . . . . . . . . . . Part B: CSCWBased Cooperative Management. . . . . . . . . . . . . PartC: ApplicationofCoMEN. . . . . . . . . . . . . . . . . . . . . . Future Challenges. . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Appendixes
A.HelpDeskBased Groupware Design
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A.1.Trouble(TBLTKT)Ticketing Database . . . . . . . . . . . . . . . . . . A.1.1. Customer Information. . . . . . . . . . . . . . . . . . . . . . A.1.2. Call Information. . . . . . . . . . . . . . . . . . . . . . . . . A.1.2.1. About the Call History. . . . . . . . . . . . . . . . . A.1.2.2. About Actual Work Time. . . . . . . . . . . . . . . A.1.2.3. Using the Stopwatch to Time Calls. . . . . . . . . . A.1.2.4. Call Statistics. . . . . . . . . . . . . . . . . . . . . A.1.3. Notifications. . . . . . . . . . . . . . . . . . . . . . . . . . . A.1.3.1. Reassignment. . . . . . . . . . . . . . . . . . . . . A.1.3.2. Escalation. . . . . . . . . . . . . . . . . . . . . . . A.1.3.3. Notification Lists. . . . . . . . . . . . . . . . . . . A.2. Change Management Database (CHNG). . . . . . . . . . . . . . . . . A.2.1. Change Management Problems. . . . . . . . . . . . . . . . . A.2.2. Change Management Notifications. . . . . . . . . . . . . . . . A.2.3. About the Problem History. . . . . . . . . . . . . . . . . . . . A.2.3.1. About Actual Work Time. . . . . . . . . . . . . . . A.2.3.2. Researching a Problem. . . . . . . . . . . . . . . . A.2.3.3. ReassigningaProblem. . . . . . . . . . . . . . . . A.2.3.4. Escalating a Problem. . . . . . . . . . . . . . . . .
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Cooperative ManagementofEnterprise Networks
A . 2 . 4 .Submitting a Change Management Problem Report to the Knowledge Base. . . . . . . . . . . . . . . . . . . . . . . . .1 6 3 A . 2 . 5 .Viewing Change Management Problem Reports. . . . . . . .1 6 3 A . 2 . 6 .Problem Statistics. . . . . . . . . . . . . . . . . . . . . . . .1 6 3 A . 3 .Multiparty Discussion Database (Talk). . . . . . . . . . . . . . . . . .1 6 4 A . 4 .The Technical Knowledge Base. . . . . . . . . . . . . . . . . . . . . .165 A . 4 . 1 .Database Structure. . . . . . . . . . . . . . . . . . . . . . . .167 A . 4 . 2 .Knowledge Base Notifications. . . . . . . . . . . . . . . . . .167 A . 5.HelpDesk TermMaps Database (HLPDSK). . . . . . . . . . . . . .168 A . 5 . 1 . Forms. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1 6 9 A . 5 . 2.Defining Labels. . . . . . . . . . . . . . . . . . . . . . . . .1 6 9 A . 5 . 3.Keywords. . . . . . . . . . . . . . . . . . . . . . . . . . . . .1 6 9 A . 5 . 3 . 1.How a Base Keyword Works. . . . . . . . . . . . .1 7 0 A . 5 . 3 . 2 .Designer Keyword Definition. . . . . . . . . . . . .1 7 0 A . 5 . 3 . 3.Technician Keyword Definition. . . . . . . . . . .1 7 0 A . 5 . 3 . 4.Defining Keywords. . . . . . . . . . . . . . . . . .1 7 0 A . 5 . 4 .Guidelines for Completing the HLPDSK. . . . . . . . . . . .1 7 0 A . 5 . 5.Checklist for a Healthy HLPDSK. . . . . . . . . . . . . . .171 A . 5 . 6 .Accessing the HLPDSK. . . . . . . . . . . . . . . . . . . .1 7 2
ListofAcronyms
Bibliography
Index
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