Chapter 11: Network Management

TRUE/FALSE
The following are possible True/False questions for tests. The statement is given and the answer is provided in square brackets. The level of difficulty (easy, moderate, difficult) and the page(s) relevant to the topic are also furnished. 1. Network management is the process to operating, monitoring, and controlling the network to ensure it works as intended and provides value to its users. [True; p. 348] Easy 2. If managers do not pay enough attention to planning and organizing the network, they are going to end up being reactive in solving network problems. [True; p. 348] Easy 3. The future of network management lies in the management of LANs, BNs, and Internet resources instead of concentrating on host-based resources. [True; p. 349] Moderate 4. Network managers manage the day-to-day operations of existing networks as one of their key tasks. [True; p. 349] Easy 5. Today, the critical issue of network management is managing only the mainframes network. [False, it is the integration of all organizational networks and applications; p. 349] Moderate 6. One key to integrating diverse networks in an organization is for the individual network managers to realize that they no longer wield the same amount of power. [True; p. 350] Moderate 7. Due to changing communication technologies, most companies have combined voice and data communications functions. [True; p. 350] Moderate 8. One of the most common configuration activities is adding and deleting user accounts. [True; p. 352] Moderate 9. One common configuration activity is updating the software on the client computers in the network. [True; p. 352] Easy 10. Electronic Software Distribution (desktop management) requires managers to install software on client computers manually. [False, the software is installed over the network; p. 352] Easy 11. In many organizations, configuration documentation takes the form of a large set of network diagrams, one for each LAN, BN, MAN, and WAN. [True; p. 352] Easy 12. To help in negotiating site licenses for software, it is important to document which software packages are installed on each client. [True, p. 354] Easy

Chapter 11: Network Management 13. User profiles should enable the network manager to identify the access rights (e.g., read-only, edit, delete) to particular files and directories for each user. [True; p. 354] Easy 14. Performance management means ensuring the network is operating as efficiently as possible. [True; p. 354] Moderate 15. Network management software is not used by most large organizations to monitor and control their networks. [False, it is used by most large organizations; p. 354] Easy 16. Failure control requires developing a decentralized control philosophy for problem reporting. [False, a centralized control philosophy is needed; p. 356] Moderate 17. Alarm reports are reports produced by a software package that records fault information. [False, these are trouble tickets; p. 357] Moderate 18. Problem statistics are not helpful in determining whether vendors are meeting contractual maintenance commitments. [False, they can be very helpful with this; p. 357] Moderate 19. To ensure that critical problems get priority over less important ones, problem prioritizing is needed in a network. [True; p. 358] Moderate 20. Management reports can be helpful in determining network availability statistics. [True; p. 358] Moderate 21. Mean Time Between Failures is a statistic that is used to track how long the service personnel respond to the problem. [False, it tracks device reliability; p. 359] Moderate 22. Quality control charts are a simple tool that can be used by network managers to monitor network conditions. [True; p. 360] Easy

MULTIPLE CHOICE
The following are possible multiple-choice questions for tests. The question is posed and the answer is provided under the choices. The level of difficulty (easy, moderate, difficult) and the page(s) relevant to the topic are also furnished. 1. ___________ is when network managers deal with network breakdowns and immediate problems, instead of performing tasks according to a well laid out plan. a. Multiplexing b. Multitasking c. Firefighting d. Panicking e. Fireflying Answer: c, Moderate, p. 348

Chapter 11: Network Management 2. Which of the following is not a basic function of a network manager? a. performance and fault management b. configuration management c. Web surfing to shop on Amazon.com d. cost management e. end user support Answer: c, Easy, p. 348 3. Due to the shift from host-based networks to microcomputer based networks, more than _____ percent of most organizations total computer processing power now resides on microcomputer-based LANs. a. 40 b. 50 c. 60 d. 80 e. 90 Answer: e, Easy, p. 349 4. One reason that there are technical network integration management issues is the fact that: a. All LANs used in an organization all use the same architecture. b. All LANs used in an organization use the same type of technology. c. The more different types of network technology used, the more complex network management becomes. d. Internet protocols are very similar to traditional mainframe protocols. e. Each LAN was developed by a centralized group. Answer: c, Moderate, p.349 5. ___________ refers to managing and documenting the networks hardware and software configuration. a. Troubleshooting b. Firefighting c. Visioning d. Configuration management e. Implementation Answer: d, Moderate, p. 351 6. ____________ is also called desktop management. a. Electronic Data Interchange b. Automatic configuration management c. Software architecture d. Electronic Software Delivery e. Email Software Uploading Answer: d, Easy, p. 352 7. Desktop management: a. automatically produces documentation of software installed on each client b. increases the cost of configuration management over the long term c. requires managers to install software manually on client computers d. maintains documentation of hardware installed on each server computer e. decreases costs in the short term Answer: a, Moderate, p. 352

Chapter 11: Network Management 8. Which of the following is typically not a part of configuration documentation? a. sales brochures for new hardware products being considered by the organization b. user profiles c. hardware documentation d. network software documentation e. software documentation Answer: a, Moderate, p. 352 9. Documentation for network and application software: a. includes information about which data files each user can access b. is not generally needed since networks are comprised of hardware only c. is important for monitoring adherence to software license rules d. usually does not include information about the network operating system e. usually does not include information about any special purpose network software Answer: c, Moderate, p. 352-354 10. Auxiliary network documentation: a. includes vendor support telephone numbers b. need not include vendor support telephone numbers c. need not include legal requirements d. need not include details about performance management e. need not include details about fault management Answer: a, Easy, p. 354 11. ___________ ensures that the network is operating as efficiently as possible. a. Performance management b. Troubleshooting c. Firefighting d. Fault tolerance e. Fault management Answer: a, Easy, p. 354 12. __________ refers to preventing, detecting, and correcting faults in the network circuits, hardware, and software. a. Firefighting b. Performance management c. Fault management d. Fault tolerance e. Troubleshooting Answer: c, Easy, p. 354 13. ____________ refers to keeping track of the operation of network circuits to make sure they are working properly. a. Fault management b. Firefighting c. Downtime d. Network monitoring e. Fault tolerance Answer: d, Easy, p. 354 14. _____________ are used by many large and small organizations to monitor and control their networks today. a. Fault creating packages b. Fault toleraters c. Network management software packages d. Firefighter packages e. Punch cards Answer: c, Easy, p. 354

Chapter 11: Network Management 15. A __________ is an organizational department that is responsible for monitoring and fixing overall network problems. a. mission critical area b. mullion delimiter agency c. Web surfing guru headquarters d. fault tolerance department e. network operations center Answer: e, Easy, p. 354 16. Which of the following would not be included as part of the physical network parameter statistics monitored by a network management system? a. stats on the destination of data routed across various networks b. stats on multiplexers c. stats on modems d. stats on circuits in the network e. stats on malfunctioning devices Answer: a, Moderate, p. 355 17. Logical network parameter monitoring: a. does not track the destination of data routed across the networks b. does not provide information about the levels of service provided by the network c. includes performance measurement data on traffic volume on a particular circuit d. includes monitoring of the networks modems e. can not keep data about user response times Answer: c, Moderate, p. 355 18. Network devices that are ________ do only what they are designed to do, such as routing packets, but do not provide any network management information. a. faulty b. dumb c. voice-activated d. bursty e. intelligent Answer: b, Easy, p. 356 19. _______ are network devices record data on the messages they process as well as performing their normal message processing functions. a. Voice-activated b. Managed devices c. Faulty d. Bursty e. Trouble tickets Answer: b, Moderate, p. 356 20. ____________ are reports produced by numerous network software packages for recording fault information. a. Wish list documentation b. Bursty router printouts c. Roger systems checks d. Trouble tickets e. Smart hub lists Answer: d, Easy, p. 356

Chapter 11: Network Management 21. ___________ allows the network manager to determine who is responsible for correcting any outstanding problems. a. Load balancing b. MTBF c. Availability d. Reliability e. Problem tracking Answer: e, Easy, p. 357 22. _____________ helps ensure that critical problems get priority over less important ones. a. Protocol analyzing b. Availability c. Reliability d. Problem prioritizing e. Uptime Answer: d, Easy, p. 358 23. _______ is an indicator of the efficiency of problem management personnel in correctly finding the root cause of the failure. a. MTTDiagnose b. MTBF c. Availability d. MTTRespond e. MTTRate Answer: a, Easy, p. 359 24. _____ is a criterion that keeps track of the number of hours or days of continuous operation before a component fails. a. MTBF b. MTTDiagnose c. MTTRespond d. MTTRepair e. MTTFix Answer: a, Easy, p. 359 25. ______ is a statistic that measures how quickly the vendor or internal support group corrected a network problem after they arrived at the problem site. a. MTTDiagnose b. MTTFix c. MTTRespond d. MTBF e. MTTRate Answer: b, Easy, p. 359 26. _____________ is the percentage of time the network is usable by users. a. Retransmission rate b. MTTDiagnose c. Downtime d. Availability e. MTBF Answer: d, Easy, p. 358

Chapter 11: Network Management 27. _____________ is a simple method that can help identify computers/devices or communication circuits that have higher-than-average error or usage rates. a. Quality of servicing b. Service leveling c. Quality-control charting d. Electronic software distributing e. Alarm clouding Answer: c, Easy, p. 360 28. ___________ that are negotiated with providers, such as common carriers, specify the exact type of performance and fault conditions that an organization will accept. a. Trouble tickets b. Smart hub lists c. Bursty router printouts d. Service-level agreements e. Wish list documentation Answer: d, Easy, p. 361 29. Which of the following is not a main function within end user support? a. spin control b. resolving network faults c. training d. resolving user problems e. none of the above is an appropriate answer Answer: a, Moderate; p. 361 30. Which of the following is not one of the three major sources of a users equipment problem that can be solved by network support? a. failed hardware device b. lack of user knowledge c. use of the CD-ROM as a cup holder d. incompatibility between user software and network hardware and software e. none of the above is an appropriate answer Answer: c, Easy, p. 361-362 31. When a user problem cannot be solved by the help desk at the first level of resolution, the problem is ___________ to the second level of problem resolution. a. firefought b. spun c. burst d. escalated e. delimited Answer: d, Easy, p. 362 32. ________ is also known as the real cost of ownership. a. Web gardening b. Software installation cost c. Hardware upgrade cost d. Total cost of ownership e. Network cost of ownership Answer: e, Easy, p. 362

Chapter 11: Network Management 33. __________ policies attempt to allocate costs associated with a WAN or a mainframe to specific users. a. Web spinning b. Internet access fees c. Charge-back d. Support staff billing e. ESD Answer: c, Moderate, p. 363 34. Which of the following is not an important step in reducing network costs? a. moving to fat-client architectures b. automating as much of the network management process as possible c. developing standard hardware and software configurations for client computers d. reducing the time spent manually installing new software e. centralizing help desks and servers Answer: a, Easy, p. 364

Short Answer Questions

1. What is desktop management and why is it important? Answer: Desktop management enables network managers to install software on client computers over the network without physically touching each client computer. Most desktop management packages provide application layer software for the network server and all client computers. The server software communicates directly with the desktop management application software on the clients and can be instructed to download and install certain application packages on each client at some predefined time. Desktop management greatly reduces the cost of configuration management over the long term because it eliminates the need to manually update each and every client computer. It also automatically produces and maintains accurate documentation of all software installed on each client computer. 2. What is performance and fault management? Answer: Performance management means ensuring that the network is operating as efficiently as possible, while fault management means preventing, detecting, and correcting faults in the network circuits, hardware, and software. Fault management and performance management are closely related, because any faults in the network reduce performance. Both require network monitoring. 3. What do trouble tickets report? Answer: Trouble tickets are reports produced by software packages that record fault information. Automated trouble tickets help management gather problem and vendor statistics. 4. How is network availability calculated? Answer: Availability is the percentage of time the network is available to users. It is calculated as the number of hours per month the network is available divided by the total number of hours per month. The downtime includes times that the network is unavailable due to faults and to routing maintenance and network upgrades. Most network managers strive for 99 to 99.5 percent availability, with downtime scheduled after working hours.

Chapter 11: Network Management 5. End user support is one area of responsibility that network managers have in the ongoing day-to-day operations of networks. Describe two other areas of responsibility. Answer: The four basic activities that network managers perform configuration management (knowing what hardware and software is where), performance and fault management (identifying and fixing problems), end user support (assisting end users), and cost management (minimizing the cost of providing network services). Configuration management means managing the networks hardware and software configuration and documenting it (and ensuring the documentation is updated as the configuration changes). The most common configuration management activity is adding and deleting user accounts. Performance management means ensuring the network is operating as efficiently as possible. Fault management means preventing, detecting, and correcting any faults in the network circuits, hardware, and software. Providing end user support means solving whatever network problems users encounter. Support consists of resolving network faults, resolving software problems, and training. The best way to control rapidly increasing network costs is to reduce the amount of time taken to perform network management functions, often by automating as many routine ones as possible. 6. Is configuration management important? Why? Answer: Yes, configuration management is important. Configuration management means managing the networks hardware and software configuration and documenting it (and ensuring the documentation is updated as the configuration changes). The most common configuration management activity is adding and deleting user accounts. The most basic documentation about network hardware is a set of network configuration maps, supplemented by documentation on each individual network component. A similar approach can be used for network software. Desktop management plays a key role in simplifying configuration management by automating and documenting the network configurations. User and application profiles should be automatically provided by the network and desktop management software. There are variety of other documentation that must be routinely developed and updated, including users' manuals and organizational policies. 7. Describe two ways to reduce the total cost of ownership. Answer: The total cost of ownership (TCO) is a measure of how much it costs per year to keep one computer operating. TCO includes the cost of support staff to attach it to the network, install software, administer the network (e.g., create user ids, backup user data), provide training and technical support, and upgrade hardware and software. It also includes the cost of time "wasted" by the user when problems occur or when the user is attempting to learn new software. The most expensive item is personnel (network managers and technicians), which typically accounts for 50 to 70 percent of total costs. The best way to control rapidly increasing network costs is to reduce the amount of time taken to perform network management functions, often by automating as many routine ones as possible. The second most expensive cost item is WAN circuits, followed by hardware upgrades and replacement parts. Since the largest cost item is personnel time, the primary focus of cost management lies in designing networks and developing policies to reduce personnel time, not to reduce hardware cost. Over the long term, it makes more sense to buy more expensive equipment if it can reduce the cost of network management. While TCO has been accepted by many organizations, other firms argue against the practice of including "wasted" time in the calculation. Some organizations therefore prefer to focus on costing methods that examine only the direct costs of operating the computers, omitting softer costs such as "wasted" time. Excluding "wasted" time in the calculation significantly reduces TCO (but may not show the true cost). Network managers often find it difficult to manage their budgets because networks grow so rapidly. They often find themselves having to defend ever-increasing requests for more equipment and staff. To counter these escalating costs, many large organizations have adopted charge-back policies for users of WANs and mainframe-based networks. (A charge-back policy attempts to allocate the costs associated with the network to specific users.) These users must pay for their network usage by transferring part of their budget allocations to the network group.

Chapter 11: Network Management Taking these steps can reduce network costs: 8. Develop standard hardware and software configurations for client computers and servers Automate as much of the network management function as possible by deploying a solid set of network management tools Reduce the costs of installing new hardware and software by working with vendors Centralize help desks Move to thin client architectures

How does a managed hub (e.g., an SNMP hub) differ from a dumb hub? Answer: A managed hub (e.g., an SNMP hub) has an agent that collects information about itself and the messages it processes, and stores that information in a database called the management information base (MIB). The network manager can then use network management software to get reports on the information stored in the MIB. This allows the network manager to have more control over and better manage the network.

9.

Thought question: What are the two most important aspects of network management? Justify your choices. Answer: Important aspects of network management involve the four basic activities that network managers perform: configuration management (knowing what hardware and software is where), performance and fault management (identifying and fixing problems), end user support (assisting end users), and cost management (minimizing the cost of providing network services). Configuration management means managing the networks hardware and software configuration and documenting it (and ensuring the documentation is updated as the configuration changes). The most common configuration management activity is adding and deleting user accounts. Performance management means ensuring the network is operating as efficiently as possible. Fault management means preventing, detecting, and correcting any faults in the network circuits, hardware, and software. Providing end user support means solving whatever network problems users encounter. Support consists of resolving network faults, resolving software problems, and training. The best way to control rapidly increasing network costs is to reduce the amount of time taken to perform network management functions, often by automating as many routine ones as possible. Network management is the process of operating, monitoring, and controlling the network to ensure it works as intended and provides value to its users. Network managers must gather their own decision-making information in order to measure network performance, identify problem areas, isolate the exact nature of problems, restore the network, and predict future problems. In order to do this, network managers must keep abreast of the latest technological developments in computers, data communications devices, network software, the Internet, telephone technologies and MAN/WAN services. Without a well-planned and designed network, and a well-organized network management staff, operating the network becomes extremely difficult. If managers do not spend enough time on planning and organizing the network and networking staff, which are needed to predict and prevent problems, they are destined to be reactive rather than proactive in solving problems.

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