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IT Infrastructure Exam > Chapter 12 - Network Management > Flashcards

Chapter 12 - Network Management Flashcards

1
Q

What is network management?

A

network management is the process of operating, maintaining, and controlling the network

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2
Q

Without a well-planned approach, most network management becomes ____________ rather than _____________.

A

reactive rather than proactive

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3
Q

What are the four main functions of network management?

A
  • configuration management
  • performance and fault management
  • end user support
  • cost management
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4
Q

Low level managers must have _____ freedom to implement their own policies and procedures

A

some

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5
Q

True of False: there is increased pressure to merge the voice and data functions (which are traditionally held separate)

A

true

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6
Q

What are the two primary goals of configuration management?

A
  • managing the network’s hardware and software configuration
  • documenting the network configuration
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7
Q

What are two main tasks of configuration management concerning client computers?

A
  • adding and deleting user accounts

- adding and updating software on networked computers

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8
Q

Many organizations use desktop management systems as part of their configuration management efforts. What is a desktop management system?

A

a desktop management system allows management of networked computers from a central console.

  • used to push software to networked computers.
  • allows for inventory and audit of software
  • produces reports such as user logon
  • increased short term costs but long term savings
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9
Q

draw the desktop management system diagram

A

slide nope

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10
Q

documenting configuration involves information about what four things?

A
  • network hardware
  • network software
  • user and application profiles
  • network documentation
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11
Q

documenting configuration: describe network hardware documentation

A
  • uses network configuration diagrams
  • identifies the number, type and placement of network circuits
  • identifies the number, type and placement of clients, servers, switches and routers
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12
Q

documentation must be available for all components within the network. List some documentation details

A
  • type of device
  • asset tag number
  • vendor, model, serial number
  • date of purchase
  • warranty information
  • repair history
  • repair contact information
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13
Q

List some standard software documentation

A
  • which operating system and version is on each server
  • what application software and version is on each client or server
  • this information can help to negotiate site licenses and maintaining legal software requirements
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14
Q

describe User application profiles

A

documentation must be maintained for each user or application that can access resources on the network

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15
Q

True or False: User application profiles must provide bi-directional information.

A

true

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16
Q

What Network documentation should be maintained?

A
  1. Documentation for performance and fault management
  2. Documentation for End User Support
  3. Documentation for Cost Management
  4. Legal Requirements Documentation
  5. Network documentation for software, hardware, vendor contracts licenses
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17
Q

Why is it important to have documentation in place?

A

Otherwise it is all in someone’s head and is lost when that person leaves the organization.

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18
Q

What is the difference between performance management and fault management?

A

Performance Management - Ensuring the network is operating efficiently
Fault Management - Preventing, detecting, and correcting faults

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19
Q

What is network monitoring?

A

Use of network management software to collect operational statistics

20
Q

Name 2 types of parameters that should be monitored.

A
  1. Physical network parameters
    - Operational status of ports and devices
    - Device CPU load
  2. Logical network parameters
    - Show the level of service provided by the network
    - User response times
    - Traffic volume on specific circuits
    - Destination address of data
21
Q

What’s the difference between active and passive monitoring?

A

Active monitoring - System sends test messages to monitored servers or applications and measures response times, throughput, & jitter

Passive monitoring - Device software simply collects statistics, NMS grabs statistics when needed, NMS does not initiate any action that creates stats

22
Q

Why is performance tracking of networks important?

A

It allows network managers to be proactive, managers can engage problems before users complain and plan for future needs

23
Q

What is fault management?

A
  • Devices monitor and report their status such as traffic flow, raising alarms when problem detected or threshold crossed, helps detect and pinpoint problem early before it becomes critical
  • A statistical report is made for each device showing number of failures and amount of resources used
24
Q

What are the 4 main uses of trouble tickets?

A
  1. Problem tracking
  2. Problem statistics
  3. Problem prioritization
  4. Management reports
25
Q

With regards to trouble tickets, what is problem tracking?

A
  1. Allows manager to know who is responsible for correcting outstanding problems
  2. Allows searching of information regarding specific problem
  3. Allows determination of timeliness in problem solving
  4. Assists in problem resolution
26
Q

With regards to trouble tickets, what is are problem Statistics?

A
  1. Allows manager to see how well network is meeting needs of end users
  2. Can tell if vendors are meeting contractual maintenance agreements
  3. Can help determine whether problem-solving objectives are being met
27
Q

With regards to trouble tickets, what is problem prioritization?

A
  • Problems are assigned both a severity and a priority

- Gives statistics on resolution times of problems vs. severity

28
Q

With regards to trouble tickets, what are management reports?

A

Fault management software can generate sophisticated reports on problems and their resolutions to determine network availability, product and vendor reliability, and vendor responsiveness.

29
Q

what is a Trouble Log?

A
  • Data kept by Fault Management software system
  • Records problems and their state of resolution
  • Records statistics associated with the problems
  • Data will be useful input to any future redesign of network
30
Q

What’s the difference between Availability and Downtime?

A

Availability - Percentage of time the network is available to carry users’ traffic
Downtime - Time when network is unavailable

31
Q

Name 5 main failure statistics.

A
  1. Mean Time Between Failures (MTBF) - Average number of hours of continuous operation before device fails, higher is better – means device is more reliable
  2. Mean Time To Respond (MTTR) - Average number of hours after a fault is reported until service personnel from the vendor arrive at service location
  3. Mean Time To Diagnose (MTTD) - Average number of hours until root cause of fault is correctly identified after fault is reported, indicator of efficiency of network service personnel or help desk personnel
  4. Mean Time To Fix (MTTF)- Average number of hours required to correct a fault after service team arrives on site, lower is better
  5. Mean Time To Restore Service (MTRS) - Average number of hours between when service or device fails until device or service is fully restored and operational
    MTRS = MTTD + MTTR + MTTF
32
Q

What is a Service Level Agreement (SLA)?

A

Specifies the exact type of performance the ISP will provide ex. Network availability, Network latency, Network jitter, Throughput, Packet loss, Mean time to recover service, Mean time to respond, Maximum time to fix

33
Q

What is end user support?

A 
Resolving user problems encountered while using the network
Three main functions in user support
- Resolving network faults
- Resolving user problems
- Training
34
Q

What are the 3 main sources of problems?

A
  1. Failed hardware
  2. Lack of knowledge
  3. Software problem
35
Q

What are the 3 levels of support?

A
  1. First Level Support - Lowest trained technician – most basic service
  2. Second Level Support - Highly trained technical support staff with specialized skills in specific software and hardware
  3. Third Level Support - Typically software or hardware designers assigned to resolve customer’s issue, may develop and test new software to solve issue, most expensive support
36
Q

Why is training important and what ways can it be done?

A 
Employees need to be trained in order to train the end user, and ongoing training is important 
Ways of training:
1. one-on-one
2. Online self-paced courses 
3. In-class
37
Q

Ownership cost can be broken down into direct and indirect costs. What’s the difference between direct and indirect costs and give some examples?

A

Direct costs - Actual cost to acquire, administer, operate, service and repair item
ex:
- Acquisition cost
- Cost of repairs
- Cost to administer the network
- Software installations and upgrade costs
- Technical support
Indirect costs - Cost of wasted time when item not operational and learning time for end users
ex.
- Cost of end user learning time
- Time spent by end user learning new software
- Time spent by end user in resolving computer or network issues

38
Q

Name 2 types of operational costs.

A
  1. Total cost of ownership (TCO) - Includes both direct and indirect costs
    TCO = Direct Costs + Indirect Costs
  2. Network cost of ownership (NCO)- Does not include indirect costs
    NCO = Direct Costs
39
Q

What are 4 sources of operational costs?

A
  • End user support
  • Client hardware
  • Network operations support
  • Application software
40
Q

What 2 things create the highest costs ?

A

Systems management and end user support.

41
Q

What are charge-back policies?

A

Used by some large organizations to spread cost of WAN and mainframe-based networks, essentially a “pay-for-use” model

42
Q

What are 5 key steps to reduce costs?

A
  1. Develop standard hardware and software configurations
  2. Automate network management function
  3. Work with vendors to pre-install key software and hardware packages
  4. Centralize help desks
  5. Move to thin client architecture
43
Q

How can an organization develop standard hardware and software configurations to reduce costs?

A
  1. Standard configurations for client and server computers

2. Standardize routers and switches

44
Q

How can an organization automate network management functions to reduce costs?

A
  1. Use Desktop Management System (reduces cost of software installation and upgrade)
  2. Use NMS with managed devices (reduces time spent in performance and fault management)
  3. Use DHCP for managing IP address space
  4. Use help desk software
45
Q

How can an organization work with vendors to reduce costs?

A
  1. Have vendor pre-install standard hardware and software components
  2. Monitor hardware failures and track against vendors
46
Q

How can an organization work use a help desk to reduce costs?

A

Centralize the help desk - Reduces number of generalists and increases number of specialists in key technology areas, faster resolution of difficult problems, easier to identify common problems. Decentralized help desks give rise to work duplication and many generalists on staff.

47
Q

How can an organization work use thin client architecture to reduce costs?

A

Thin Client Definition- Cheap computer with low processing power, uns almost no application logic, mostly presentation logic
Thin Client cost benefits:
- Beneficial only if architecture fits application
- Centralized main software packages
- With thin client architecture TCO may drop by 20 to 40%

IT Infrastructure Exam (5 decks)

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