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Service Level Management with Agent Technology
Torsten Bissel, Manfred Bogen, Christian Bonkowski,
Volker Hadamschek, Dieter Strecker
GMD - German National Center for Information Technology http://www.gmd.de
(TERENA Networking Conference 2000)
2May 22, 2000© Torsten Bissel, GMD
Content
� Introduction: Service Level Management (SLM) & Service Level Agreements
(SLAs)
� A New Method for Quality of Service Measurement
� Agent Technology
� Service Level Management with Agents
� An Implementation Example
� Conclusion
Introduction
Service Level Management (SLM)
Service Level Agreements (SLAs)
4May 22, 2000© Torsten Bissel, GMD
Service Level Management - Key Benefits
� Quality of Service measurement
� Definition of required performance– Service Level Agreements (SLAs)
� Alignment of information technology with business
� Setting / management of expectation
5May 22, 2000© Torsten Bissel, GMD
Service Level Management
6May 22, 2000© Torsten Bissel, GMD
Service Level Agreements (SLAs)
SLAs include the topics:
� network availability / network throughput
� system availability / system performance
� application response time
� help desk availabilty
� mean time to repair
� customer satisfaction
� etc.
A New Method for Quality of Service Measurement
“5 Step Procedure”
Quality of a World Wide Web Service
9May 22, 2000© Torsten Bissel, GMD
5 Step Procedure
2 Assessment
10kb/s
2.0ms
3h/month
50sessions
2003 Quantification
4 Selection
quality factorA: valuequality factorB: value
5 Measurement
1 Identification
10May 22, 2000© Torsten Bissel, GMD
Defining WWW Quality
Passive Measurement
Active Measurement of
� Connection Time– information about system availabilty, system
performance, and network performace
– treshold: 2 sec
� Download Rate– information about network performance / throughput
– treshold: 5 kbit/sec
Agent Technology
Definition „Intelligent Agents“Agent Society
12May 22, 2000© Torsten Bissel, GMD
Defining Intelligent Agents
Software Agents
� are slim and flexible modules
� work autonomously
� are co-operative
� are mobile
� should learn their behavior to optimize their workflow
13May 22, 2000© Torsten Bissel, GMD
Software Agents
Agentknowledge, policy,goals, competence,ability to build new
agents
working area
client
server
other agent,user
queries
response
AgentManager
response
notification
configuration
queries
let live
let die
15May 22, 2000© Torsten Bissel, GMD
Agent Workflow
Registryagent stockknowledge
PlatformPlatformPlatform
notify
Interface Agentrequest
report
cooperatecommunicate
Agent Managercompetence
agent selectionteam building
report start/stop AM
Task AgentTask Agent
Task Agent
reportconfigure, supervise,start/stop
send task agents
requests
send task agents,assign platforms
Userrequest
feedbackinterfacecreation
16May 22, 2000© Torsten Bissel, GMD
Agents in a WWW environment
Interface Agent– Start / Stop of measurement
– input: service, frequency, time
– visualize results
Agent Manager– allocation and coordination of
resources
– processing results
Task Agents @ Platforms– doing active measurement
– communicate results
Registry
An Implementation Example
ZEUS Agent Building ToolkitSLM for WWW
18May 22, 2000© Torsten Bissel, GMD
ZEUS Agent Building Toolkit
19May 22, 2000© Torsten Bissel, GMD
Demonstration: Negotiation Phase
20May 22, 2000© Torsten Bissel, GMD
Demonstration: Working Phase
21May 22, 2000© Torsten Bissel, GMD
Demonstration: Results
Connection Time (average)Download Rate (details)
22May 22, 2000© Torsten Bissel, GMD
Conclusion
� doing SLM should be an easy task– agents implement the „complex“ tasks
– end user makes a choice
� Intelligent Agents offer several advantages in doing SLM
� prototype implementation as „Proof of Concept“
� learning and mobility of intelligent agents are subjects for further studies
� certification infrastructure needed
Service Level Management with Agent Technology
Torsten Bissel, Manfred Bogen, Christian Bonkowski, Volker Hadamschek, Dieter Strecker
GMD - German National Center for Information Technology http://www.gmd.de/
Email: [email protected]
(TERENA Networking Conference 2000)