Brighttalk learning to cook- network management recipes - final

Learning to Cook: Network Management Recipes

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(C) SystemsManagementZen.com 2007-2015. This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

Mr. White has over fifteen years of experience designing and managing the deployment of Systems Monitoring and Event Management software. Currently, he is serving as the Operational Readiness Leader for a Fortune 50 Enterprise. Mr. White has also held positions including Executive Architect at IBM, leader of the Monitoring and Event Management organization at Nationwide Insurance and owner of a Service Management Consultancy developing solutions for a wide variety of organizations, including the Mexican Secretaría de Hacienda y Crédito Público, Telmex, Wal-Mart of Mexico, JP Morgan Chase, Nationwide Insurance and the US Navy Facilities and Engineering Command.

Andrew White Long Time System Management Expert UX Evangelist

For those of you who are sleeping right now…

This topic isn’t going to help much. SORRY :(

http://weheartit.com/entry/12433848

Ground rules for this session… •  If you can’t tell if I am trying to be funny…

–  GO AHEAD AND LAUGH! •  Feel free to text, tweet, yammer, or whatever.

Use •  If you have a question, no need to wait until

the end. Just interrupt me. Seriously… I don’t mind.

I have a lot of experience leading Systems and Event Management teams

Latency I am here today to share some of what I have learned about

User Experience

And more importantly, I am here today to talk about

What do I mean by latency and user experience?

Definitions:

La�ten�cy – [LEYT-n-see] -noun, plural -cies 1.  The state of being latent 2.  The time that elapses between a stimulus and the

response to it 3.  The state of being not yet evident or active

http://www.flickr.com/photos/25822731@N02/4644128723/

Ex�pe�ri�ence – [ik-SPEER-ee-uh’ns] -noun 1.  The apprehension of an object, thought, or emotion through

the senses or mind 2.  Direct personal participation or observation; actual knowledge

or contact 3.  A particular incident, feeling, etc., that a person has

undergone -verb 4.  To be emotionally or aesthetically moved by; to feel 5.  To learn by perceiving, understanding, or remembering

http://www.flickr.com/photos/51035626620@N01/170061976/sizes/l/in/photostream/

When you put them together we get: The ultimate measure of success for any system is the perception of its performance. The less interactive a system becomes the more likely its performance will be perceived to be poor.

Latency is the mother of inactivity!

The Two Dimensions of Latency… Internal Latency vs. External Latency

Actual Latency vs. Perceived Latency

This is what user experience is all about

In other words: Perceived = Fn(Internal+External)Variation )

We need to recognize when we have problems to solve

Maybe. Let me show you why this is important…

Is 5 seconds really bad?

Start…

Observed Maximum:

90th Percentile: 5.44 seconds…

15.4 seconds…

Start…

Observed Maximum:

90th Percentile: DONE! 5.44 seconds…

15.4 seconds…

Start…

Observed Maximum:

90th Percentile: DONE!

5.44 seconds…

15.4 seconds…

If you were the one on the phone with one of those customers…

how would you fill that silence?

Why does any of this matter?

No complaint… is more common than that of a scarcity of money-Adam Smith, Wealth of Nations

*Among adults who accessed the internet with a mobile phone in the past 12 months (n=1,001) – Gomez Mobile Web Experience Survey conducted by Equation Research

58% of mobile phone users expect websites to load as quickly, almost as quickly or faster on their mobile phone, compared to the computer they use at home*

http://www.flickr.com/photos/lucianbickerton/3858380291/sizes/l/

*Among adults who accessed the internet with a mobile phone in the past 12 months (n=1,001) – Gomez Mobile Web Experience Survey conducted by Equation Research

60% of mobile web users have had a problem in the past year when accessing a website on their phone*

http://www.flickr.com/photos/rickyromero/1357938629/sizes/l/

*Among adults who accessed the internet with a mobile phone in the past 12 months (n=602) – Gomez Mobile Web Experience Survey conducted by Equation Research

Slow load time was the number on issue, experience by almost 75% of them*

http://bighugelabs.com/onblack.php?id=2497744197&size=large

Our Problem Statement:

The business needs to reliably reach its customers and users regardless of where they may be located. Latency

forces close geographic proximity of the components and limits the quality of service provided to

geographically distributed customers.

If the users can’t use it, it doesn’t work.

Our Constraints At the same time, there are a few inescapable facts we face: 1.  Today’s users demand reliable systems to do their work 2.  IT systems will mirror the complexity of the businesses

they support 3.  Our environments must be massive to handle the workload 4.  Business continuity requires geographic diversity in our

deployment locations 5.  The speed of light isn’t changing any time soon

When all of these happen at the same time…

Question

Is there a better way to figure out what monitoring would help?

Itemize the existing monitors

Brainstorm potential gaps

to fillDeploy new

monitors

Identify the potential

Itemize the existing monitors

Determine if which

gaps exist

Fill the monitoring

Current Approach

Proposed Approach

Picking Better Monitors

What Do You Want To Accomplish? Your monitoring should help you answer: •  How will we know if the users are getting the experience

they are expecting? •  How much capacity do we need during normal and peak

times to ensure user expectations are met? •  How quickly can the provider we select ramp up to meet

our needs if we find that the service is underperforming? •  How fast do we need to be able to access additional

capacity once it is ready for us?

Composite Applications

Site ContentSearch

SessionInformation

User Login& Identity Mgmt

Content MgmtSystem

Social NetworkWidgets

Site Tracking& Analytics

Banner Ads & Revenue Generators

Multimedia &CDN Content

Composite Applications Are Everywhere

•  ATG (Oracle) – Shopping Cart •  Estara – Click to Chat •  Twitter Widget – Social Networking •  Gigya – Social Networking •  Google Maps API – GeoLocation •  Facebook Widget – Social Networking •  Google Analyics – User Tracking

Seeing Is Believing Real User Monitoring Would Report 94ms Response Time.

The page seemed “done” to me

1.2 seconds later

The time spent rendering represented 93% of the

user experienced latency

The Same Old Problem

CorporateLANs & VPNs

ISPConnection

DNS & InternetServices

Content MgmtSystem

Social NetworkWidgets

Site Tracking& Analytics

Multimedia &CDN Content

Home Wireless& Broadband

Mobile Broadband

Is It My Data Center?•  Configuration errors•  Application design issues•  Code defects•  Insufficient infrastructure•  Oversubscription Issues•  Poor routing optimization•  Low cache hit rate

Is It a Service Provider Problem?•  Non-optimized mobile content•  Bad performance under load•  Blocking content delivery•  Incorrect geo-targeted content

Is it an ISP Problem?•  Peering problems•  ISP Outages Is it My Code or a Browser Problem?

•  Missing content•  Poorly performing JavaScript•  Inconsistent CSS rendering•  Browser/device incompatibility•  Page size too big•  Conflicting HTML tag support•  Too many objects•  Content not optimized for device

The Cloud

Distributed

Database

Mainframe

Network

Middleware

Storage

Cognitive Dissonance

Corporate LANs & VPNs

Distributed

Database

Mainframe

Network

Middleware

Storage

ISP Connection

DNS & Internet Services

Content Mgmt System

Social Network Widgets

Site Tracking & Analytics

Multimedia & CDN Content

Home Wireless & Broadband

Mobile Broadband

The Part You Control

The Part They Experience

…meanwhile the user is NOT happy

All our systems look great,

SLA’s are being met…

You Have More Control Here Than

You Think

Gaining Perspective Requires Balance

Packet Capture

Synthetic Transactions

Client Monitoring

Synthetic Transactions

Server Probe

1.  Client to the Server2.  Server to the Client3.  “3rd Party” Vantage Point4.  Synthetic Transactions

Four Perspectives of User Experience

Why Multiple Perspectives? Know Your Customer: •  What they do?

§  Customers care about completing tasks NOT whether the homepage is available

•  Where they do it from? §  Your customers don’t live in the cloud, test from their perspective

•  When they do it? §  Test at peak and normal traffic levels, to find all the problems

•  What expectations do customers have? §  Is 5 seconds fast enough or does it have to be quicker?

What Does Good Monitoring Look Like?

CorporateLANs & VPNs

Load Balancer

Firewall

Switch

Web Server Farm

Database

Data PowerMainframe

Middleware

Load Balancer

1.  System Availability 2.  Operating System Performance 3.  Hardware Monitoring 4.  Service/Daemon and Process Availability 5.  Error Logs 6.  Application Resource KPIs 7.  End-to-End Transactions 8.  Point of Failure Transactions 9.  Fail-Over Success 10. “Activity Monitors” and “Reverse Hockey Stick”

Elements of Good Monitoring 32 4 5 61

When decisions are not made based on information, it’s called gambling.

Finding Metrics That Matter §  Will the metric be used in a report? If so, which one? How is it used in the report? §  Will the metric be used in a dashboard? If so, which one? How will it be used? §  What action(s) will be taken if an alert is generated? Who are the actors? Will a ticket

be generated? If so, what severity? §  How often is this event likely to occur? What is the impact if the event occurs? What

is the likelihood it can be detected by monitoring? §  Will the metric help identify the source of a problem? Is it a coincident / symptomatic

indicator? §  Is the metric always associated with a single problem? Could this metric become a

false indicator? §  What is the impact if this goes undetected? §  What is the lifespan for this metric? What is the potential for changes that may

reduce the efficacy of the metric?

Evaluating the Effectiveness of a Metric

Watch your words

737-900ER 747-400ER

Maximum Number of Passengers

215 524

Maximum Crusing Speed (mph) 511 570

A 737 and a 747 both travel around 500 mph but the 747 carries twice as many people. Would you say it is twice as fast?

What Matters Most?

Dr. Lee Goldman

Cook County Hospital, Chicago, IL

§  Is the patient feeling unstable angina?

§  Is there fluid in the patient’s lungs? §  Is the patient’s systolic blood

pressure below 100?#

The Goldman Algorithm

Prediction of Patients Expected to Have a Heart Attack Within 72 Hours

Traditional Techniques Goldman Algorithm

By paying attention to what really matters, Dr. Goldman improved the “false negatives” by 20

percentage points and eliminated the “false positives” altogether.

•  Server Metrics –  Server Response Time –  Server Connection Time –  Refused Session Percentage –  Unresponsive Session Percentage

•  Network Metrics –  Network Round Trip Time –  Retransmission Delay –  Effective Network Round Trip Time –  Network Connection Time

•  Application Metrics –  Total Transaction Time –  Data Transfer Time

Really Helpful KPIs

Beware of Averages 75th

Percentile50th

Percentile25th

Percentile

0.5 0.7 0.9 1.8 2.5 2.5 2.6 2.9 3.3 3.5

Average

Your Mission… In addition to monitoring for system availability, we are here to help manage latency.

The Recipe:

1.  Continually map, monitor, and categorize all sources of latency

2.  Help identify and remove all sources that are found

The Critical Path of Performance

Browser Workstation OS

Workstation Hardware Client LAN Corporate

WAN Datacenter

LAN Etc.

Web Server Web Server OS

Web Server Hardware

Datacenter LAN

Middleware Server

Hardware Middleware Server OS

Middleware Application Etc.

Database Server

Database Server OS

Database Server HBA

SAN Fabric Switch

Array Hardware

Array Controller

Hardware Cache

Disk Drives Etc.

Client Node

Middleware

Database

Starting the journey…

MIBs and OIDs root

iso (1)

org (3)

dod (6)

Internet (1)

Interfaces (2) IP (4) System (1)

ifOperStatus = ..1.3.6.1.2.1.2.2.1.8.0

MIB-2 (1)

Directory (1) Experimental (3) Mgmt (2) Private (4)

Juniper (2636) Cisco (9) Apple (63) Microsoft (311)

Port OperStatus = .1.3.6.1.4.1.9.5.1.4.1.1.6.0 Functionally the same

MIBs and OIDs root

iso (1)

org (3)

dod (6)

Internet (1)

MIB-2 (1)

Juniper (2636) Cisco (9) Apple (63) Microsoft (311)

Port Index = .1.3.6.1.4.1.9.5.1.4.1.1.4.0 A MIB is the set of OIDs for a defining a set of information in the database

Port Type = .1.3.6.1.4.1.9.5.1.4.1.1.5.0 Port OperStatus = .1.3.6.1.4.1.9.5.1.4.1.1.6.0 Port IfIndex = .1.3.6.1.4.1.9.5.1.4.1.1.11.0

portMacControlUnknownProtocolFrames = .1.3.6.1.4.1.9.5.1.4.1.1.21.0

RMON is “Flow-Based” Monitoring

RMON v1 (RFC 2819) •  Statistics: real-time LAN statistics e.g. utilization,

collisions, CRC errors •  History: history of selected statistics •  Alarm: definitions for RMON SNMP traps to be

sent when statistics exceed defined thresholds •  Hosts: host specific LAN statistics e.g. bytes

sent/received, frames sent/received •  Hosts top N: record of N most active

connections over a given time period •  Matrix: the sent-received traffic matrix between

systems •  Filter: defines packet data patterns of interest e.g.

MAC address or TCP port •  Capture: collect and forward packets matching

the Filter •  Event: send alerts (SNMP traps) for the Alarm

group •  Token Ring: extensions specific to Token Ring

RMON v2 (RFC 4502) •  Protocol Directory: list of protocols the probe can

monitor •  Protocol Distribution: traffic statistics for each

protocol •  Address Map: maps network-layer (IP) to MAC-

layer addresses •  Network-Layer Host: layer 3 traffic statistics, per

each host •  Network-Layer Matrix: layer 3 traffic statistics, per

source/destination pairs of hosts •  Application-Layer Host: traffic statistics by

application protocol, per host •  Application-Layer Matrix: traffic statistics by

application protocol, per source/destination pairs of hosts

•  User History: periodic samples of user-specified variables

•  Probe Configuration: remote configure of probes •  RMON Conformance: requirements for RMON2

MIB conformance

The RMON MIBs root

iso (1)

org (3)

dod (6)

Internet (1)

MIB-2 (1)

RMON (16)

RMON data is stored in a MIB and can be collected using SNMP

MIBs and OIDs root

iso (1)

org (3)

dod (6)

Internet (1)

MIB-2 (1)

RMON (16)

rmonEventsV2 statistics history alarm hosts hostTopN matrix filter Capture Event tokenRing protocolDir protocolDist addressMao nlHost nlMatrix alHost alMatrix usrHistory probeConfig rmonConformance mediaIndependentStats switchRMON interfaceTopNMIB hcAlarmMIB

=  .1.3.6.1.2.1.16.0 =  .1.3.6.1.2.1.16.1.0 =  .1.3.6.1.2.1.16.2.0 =  .1.3.6.1.2.1.16.3.0 =  .1.3.6.1.2.1.16.4.0 =  .1.3.6.1.2.1.16.5.0 =  .1.3.6.1.2.1.16.6.0 =  .1.3.6.1.2.1.16.7.0 =  .1.3.6.1.2.1.16.8.0 =  .1.3.6.1.2.1.16.9.0 =  .1.3.6.1.2.1.16.10.0 =  .1.3.6.1.2.1.16.11.0 =  .1.3.6.1.2.1.16.12.0 =  .1.3.6.1.2.1.16.13.0 =  .1.3.6.1.2.1.16.14.0 =  .1.3.6.1.2.1.16.15.0 =  .1.3.6.1.2.1.16.16.0 =  .1.3.6.1.2.1.16.17.0 =  .1.3.6.1.2.1.16.18.0 =  .1.3.6.1.2.1.16.19.0 =  .1.3.6.1.2.1.16.20.0 =  .1.3.6.1.2.1.16.21.0 =  .1.3.6.1.2.1.16.22.0 =  .1.3.6.1.2.1.16.23.0 =  .1.3.6.1.2.1.16.24.0

All this information lives in just one table and most people don’t know about it!

Setting Thresholds

Falling Threshold

Rising Threshold

Sample Interval

Policy Activations

Netflow

How we view the network

How our applications view it

What a Flow Record Looks Like

http://www.cisco.com/c/en/us/td/docs/ios/fnetflow/configuration/guide/12_2sr/fnf_12_2_sr_book/fnetflow_overview.html

One record, multiple uses

http://www.cisco.com/c/en/us/td/docs/ios/fnetflow/configuration/guide/12_2sr/fnf_12_2_sr_book/fnetflow_overview.html

Packet Inspection

The Progression

Granularity

Netflow

Packet Inspection

That is great but we need more…

Shallow vs Deep Packet Inspection

SPI is very focused on header information from OSI Layers 3 & 4 (IP, TCP, UDP, etc.) DPI processes header and datagram information (HTTP, SQL, SIP, etc.)

IP Header TCP Header GET /userLogin.jsp HTTP/1.1 User-Agent: Mozilla/5.0 (Macintosh; Intel Mac OS X 10_9_3) AppleWebKit/537.75.14 (KHTML, like Gecko) Version/7.0.3 Safari/7046A194A

Shallow Packet Inspection (SPI)

Deep Packet Inspection (DPI)

Shallow Packet Inspection

Degraded Threshold – The point at which users will complain about poor performance

Excessive Threshold – The point at which users will

stop using the application due to poor performance

Two Different Thresholds

3.  Compare network latency across sites

2.  Prove the value of a server upgrade 1.  Document the results of QoS changes

Validating Changes

Solving Problems

Pervasiveness: The problem is effecting user across your network

Troubleshooting VoIP

Don’t Commit a Felony

Putting it all together

Using Indices •  Network Congestion Index

•  Packet Loss SLAs

NCI = (Packets/sec + Avg Payload) * (Avg Latency + Avg Bandwidth)

App Owner Controlled Network Controlled

bps < min(rwin/rtt, MSS/(rtt*sqrt(loss))) For example, to achieve a gigabit per second with TCP on a coast-to-coast path (rtt = 40 msec), with 1500 byte packets, the loss rate can not exceed 8.5x10^-8! If the loss rate was even 0.1% (far better than most SLAs), TCP would be limited to just over 9 Mbps. [Note that large packet sizes help. If packets were n times larger, the same throughput could be achieved with n^2 times as much packet loss.]

Let’s keep the conversation going…

Andrew.P.White@Gmail.com

ReverendDrew

SystemsManagementZen.Wordpress.com

systemsmanagementzen.wordpress.com/feed/

@SystemsMgmtZen

ReverendDrew

APWhite@us.ibm.com

614-306-3434

Brighttalk learning to cook- network management recipes - final

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