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Implementation of Incident and Problem Management to Achieve Service Level Agreement

Jarot S. Suroso Bina Nusantara University

Jln. Kebon Jeruk Raya No. 27 Jakarta Indonesia

[email protected]

Siska Widya Putri Bina Nusantara University

Jln. Kebon Jeruk Raya No. 27 Jakarta Indonesia

[email protected]

Sasmoko Bina Nusantara University

Jln. Kebon Jeruk Raya No. 27 Jakarta Indonesia

[email protected]

ABSTRACT The success in providing a service that is best proved can also

provide a good spectacle for viewers around Indonesia. Why is

that? The development of broadcasting is no longer only be

enjoyed through the medium of television, but also through other

visual media (such as gadgets, laptops, smartphones, et al.). To

meet these needs, the IT division of LPP TVRI be prepared to

provide services to support those needs, not only for the audience

but also supports internal performance LPP TVRI. performance

LPP TVRI. This study aims to assess how much the level of

maturity of the Service Level Agreement which may be provided

by the IT department through a matrix approach to the

management of incident and problem management in the

framework ITIL Version 3. The final result of this study is to

analyze the extent to which the level of service the IT division in

support of LPP TVRI performance of internal staff as well as the

broadcasting memeberikan repair procedure recommendations for

improving the quality of IT services division LPP TVRI.

Keywords Service Level Agreement; Incident Management; Problem

Management; ITIL Version 3

1. INTRODUCTION The development of television broadcasting system in Indonesia

has now entered a new phase. The digital era that is now crowded

into a trend setter in the development of information technology

and also penetrated the world of broadcasting or broadcasting.

Public Broadcasting Televisi Republik Indonesia (LPP TVRI) are

well aware of the condition so that it continues to improve itself

improve service both internally and externally of the company to

respond to the challenges these technologies. Aspects of

Information Technology (IT) became the second most important

component after the technical devices in the process of

digitalization of broadcasting.

On the external side (service to the people of Indonesia), TVRI

utilize technology applications that aim to integrate analog and

digital broadcast multimedia services as well as integrate with

interactive media such as Video on Demand (VoD), Pay Per View

(PPV), and teleconference [1]. Then in terms of internal (self-

service for employee performance/staff) TVRI give responsibility

to its IT Division to provide support (support) in the application as

well as technically. IT departments are considered able to provide

solutions in a computerized system that can integrate the human

resources (people), process, and technology in TVRI. The ability

of an organization to manage its IT assets will affect the quality of

IT services, one of which can be measured by the achievement of

Service Level Agreement (SLA). SLA itself can be interpreted to

be a reference the basic services provided by or determined

through an agreement two sides in the form of a cooperation

contract , for example : When the down time between Internet

Service Provider with the company . To determine the extent of

the IT division Traffic master and execute business processes it is

necessary to measure using existing best practice in this case

using Information Technology Infrastructure Library (ITIL) [2],

so that the organization can know exactly the level of maturity.

Maturity level makes it easier to be able to determine the next

process in improving IT services. Then, at this stage will also be

their incident management and problem management .

IT Service Management processes on incident management and

problem holds a very important role. This is because both of these

are affected by the procedures, systems and IT staff that have an

impact on the achievement of SLA. Given this, the SLA standard

IT department in providing services becomes clearer. Incident

management to restore their business operations back to normal as

quickly as possible and normal levels of business can be contained

within SLA limits. Incident management (incident management)

is a process undertaken to resolve an incident. Incident

management processes (incident management) is based on input

from the user through the service desk, technician's report, as well

as automatic detection of an event management tool [3]. While

management problems (management) is a process for managing

IT infrastructure (Information Technology), which is quite

important to the organization. This study aimed to find out about

the level of maturity as well as incident management and problem

management IT departments to support both analog and digital

television broadcasting as a whole in the LPP TVRI. Expected

later, LPP TVRI's IT department can support the needs of the

business process (broadcasting) by having a very good level of

maturity.

2. METHOD The methods used by the author is a step in the research is

summarized along with the approach. The stages used in

conducting a study. In the methodology should illustrate the

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© 2017 Association for Computing Machinery.

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66

interconnectedness of each stages so that research activities could

be better planned and systematic (Fig.1.).

Figure 1. Stages of research activities

Figure 2. Maturity level

Figure 3. ITIL version 3

3. RESULT AND DISCUSSION In carrying out the IT division's operating LPP TVRI can not be

separated from the existing SLA . Here's a summary SLA division

of technical support:

1.Genesis down to the target server 0 cases each month. SLA

measured were the incidence server down for each month.

2.Genesis emails down to a target of 0 cases each month. SLA

measured is incident down email or email server down for each

month.

3.Genesis wireless internet or down to the target 0 cases each

month. SLA measured is incident wireless internet or down for

each month.

4.Improvement of hardware over 2 days with a target 0 cases each

month. SLA measured is incident handling more hardware

improvements darii 2 working days for each month.

5.There is a tutorial Making use of the application and

dissemination of once every 6 months. SLA measured is how far

the user or users outside the IT department can use applications

that have been provided by the IT division LPP TVRI. This

tutorial is a manifestation of the action with continuous

improvement of the IT department.

6.Implementation of backup data and applications to every day.

SLA measured is the implementation of backup for all data and

applications are made every day.

Handling problems during the live streaming of the local and

central levels. This problem often occurs due to many factors.

SLA measured is live streaming events interrupt handling and

rapid detection time into the source of the problem. In this case

the IT department must maintain the performance of the personnel

responsible for resolving these problems, because the live

streaming become a major commodity in LPP TVRI broadcast.

It is important to maintain the productivity of all relevant parts

and the use of IT services [4]. With reference to the SLA that of

the IT division LPP TVRI , it will be the measurement of the level

of maturity and performance measurement management incident

and problem management . The purpose of the measurements to

be done is to determine the extent of the relationship and the

influence of the level of maturity of incident management and

problem management on the performance and achievements of

handling incident and problems.

3.1 Maturity Level Measurement Before Improvement Measuring the level of maturity of the IT Division of LPP TVRI

division performed two times using descriptive measurements

(literature) and quantitative measurement with the questionnaire

ITSM matrix [5] . A literature study is carried out as a reference in

doing descriptive analysis on the basis of each – each level of

maturity (Fig. 2).

Maturity level measurement , the measurement of phase I and

phase II were made with a method of writing to the interview :

1. An IT Manager

2. Three heads of divisions

3. IT department staff

From the results of quantitative measurements, it can be seen that

the maturity level of technical support divisions are in level 1.

67

Both measurements both descriptive and quantitative

measurements of the same – the same yield level 1 Initial.

Figure 4. Measurements using maturity level

3.2 Performance Measurement in Incident Management and Problem Management

(Phase I) Measurements were made using a matrix which is based on ITIL

v3 matrix [6] of incident management and problem management

(Fig.3). Surveys and interviews conducted all components of the

IT department LPP TVRI and all elements of its supporters

(Fig.4).

Figure 5. Incident handling

From the measurement results of Phase I or pre implementations

obtained the following conditions (Fig.5) :

Given the level of events and conditions from the technical

support division may be recommended some improvements :

Make a helpdesk application and Procedures Improve handling of

Incidents and Problems [7].

Seeing the incident handling of procedures and implementation of

pre problem then some processes can be shortened as shown

below :

3.3 Performance Measurement in Incident Management and Problem Management

(Phase II) In the second phase measurement is done using interviews and

observations to the IT manager and head of the division . Matrix

is still used as is done in stage I is the matrix of incident

management and problem [8] . From the measurement results or

post-implementation phase II obtained the following conditions

(Fig.6):

Figure 6. Measurement

Besides the measurement of phase II of this writer still uses the

matrix of incident management and problem ITIL V3 to compare

the measurement results of Phase I and found the following

differences (Fig.7):

68

Figure 7. Matrix of incident management

From the picture above can be noted that with the improvement of

the procedure on the handling of incidents and problems change

quite as good as on the points as follows (Fig.8) :

Figure 8. Incident & problem management metric

4. CONCLUSIONS 1. Application of COSO ERM framework model is in

accordance with the conditions of PT. MAB as risk management

tool related to the use of cloud computing technology. The

management of PT. MAB has conducted an objective setting by

defining business processes, the implementation model and the

model of cloud computing services as well as the risk appetite to

pick alternative risk responses.

2. Application of COSO ERM framework model can be

used to assess 39 risks based on observations and interviews with

PT. MAB and the assessment results of some previous research

and models related to cloud computing risk management

framework that has been provided. These risks can be grouped

into the legal aspects, financial aspects, technological aspects,

operational aspects, security aspects and environmental aspects.

3. Based on the survey results revealed that the risk level is

very high (extreme) covers the technological aspects, namely the

availability of experts in the field of information systems security

and adequate power supply capacity and power backup system,

whereas in the security aspect is the risk of cyber-crime such as

hackers, phishing, scamming, and a Distributed Denial-of-Service

(DDOS).

4. Based on the results of questionnaires and interviews

regarding risk management, information security and Information

Protection (IP) program in PT. MAB that of the six subjects that

are PT. MAB has level rating of "solid" in terms of Security

Policy, Organizational Suitability, Physical Security, Technical

Safeguards, and it has level rating of "poor" in terms of the

Business Impact Analysis (BIA), Disaster Recovery Plan (DRP)

and Telecommunications Security.

5. REFERENCES [1] Almgren, K. “Implementing COSO ERM Framework to

Mitigate Cloud Computing Business Challenges,” Int. J. Bus.

Soc. Sci., vol. 5, no. 9, pp. 71–76, 2014.

[2] Carroll, M., Kotze, P., and Merwe, A. der, “A risk and control framework for cloud computing and virtualisation:

enabling technologies,” CSIR Sci. Scope, vol. 6, no. 2, pp.

62–63, 2012.

[3] Horwath, C., Chan, W., Leung, E., and Pili, H. “Enterprise risk management for cloud computing,” Comm. Spons.

Organ. Treadw. Comm., p. 4, 2012.

[4] Moeller, R. COSO ENTERPRISE RISK MANAGEMENT UNDERSTANDING THE NEW INTEGRATED ERM

FRAMEWORK. New Jersey: John Wiley & Sons, Inc., 2007.

[5] Carroll, E. L. “Occupational Fraud : A Survey,” A thesis Submitt. to Fac. Univ. Mississippi Partial fulfillment Requir.

Sally McDonnell Barksdale Honor. Coll., no. May, 2015.

[6] Enslin, Z. “Cloud computing : COBIT-mapped benefits, risks and controls for consumer enterprises,” Thesis Present.

Partial fulfilment Requir. degree Masters Commer.

(Computer Audit. Stellenbosch Univ., no. March, 2012.

[7] Moeller, R. R. COSO Enterprise Risk Management Establishing Effective Governance, Risk, and Compliance

Processes, 2nd ed. New Jersey: John Wiley & Sons, Inc.,

2011.

[8] Peltier, T. R. Information Security Risk Analysis, 3rd ed. New York: CRC Press, 2010.

69

GIG/DISN Quality of Service and Service Level Agreement Management for Integrated Global Wireless Tactical Services Provider Network

Dr. Syed Shah and Bruce Bennett Defense Information Systems Agency

Arlington, VA

ABSTRACT

As the Defense Information Systems Network (DISN) transitions to a native-IP network supporting converged unclassified and secret data, voice, and video on the Global Information Grid (GIG) backbone, an extensive Quality of Service (QoS) architecture will be required to effectively support real-time and mission critical traffic. Service Level Agreements (SLAs), which define the negotiated and contracted service between the Defense Information Systems Agency (DISA) and it's customers (DoD Services and Agencies), will rely on QoS policy implementations to ensure contracted service levels can be satisfied. Effectively managing SLAs can be challenging in fixed, wireline environments given the dynamic nature ofpacket-based traffic and varying mission priorities and requirements of the DoD. Extending these services into wireless tactical environments with mobile users and varying wireless link conditions and network topologies introduces additional complexity.

With the emergence of standards-based Commercial-off- the-Shelf (COTS) technologies including 802.16, 802.20, and other OFDM-based technologies, broadband wireless networks may soon provide a last-mile tactical extension of the DISNIGIG. Supporting real-time and mission critical services across these wireless networks involves traditional IP QoS mechanisms as well as additional link layer QoS mechanisms to dynamically and intelligently allocate RF spectrum among multiple users. To provide a more seamless extension of the DISNIGIG, these wireless networks must be capable of maintaining QoS and SLAs that adhere to the GIG's End-to-End QoS policy. This paper addresses the following topics. the deployment of a GIG End-to-End QoS policy that meets the needs of the disadvantaged tactical warfighter; the challenge of deploying and managing a consistent End-to-End QoS policy when using network hardware with difering QoS capabilities, and the evaluation of QoS and SLAs Management, and Policy-Based QoS.

INTRODUCTION

The GIG/DISN is the DoD's premier global, end-to-end information transfer infrastructure. DISN provides a

Pamela Hemmings and Booz Allen Hamilton

Herndon, VA

robust communications infrastructure and services needed to satisfy national defense, command, control, computing, communications, and intelligence requirements and meets corporate defense requirements. The DISN includes the Unclassified but Sensitive Internet Protocol (IP) Router Network (NIPRNet); the Secret Internet Protocol (IP) Router Network (SIPRNet); the Defense Red Switch Network (DRSN); the Defense Switch Network (DSN); the DISN Video Services (DVS); and TRANSPORT Services. All the separate networks are converging into one integrated network and the current DISN services shall transition to native-IP services provided on the GIG backbone. Significant cost reduction may be possible due to the more efficient utilization of network resources through packet switching, as well as the need to maintain only one network infrastructure [1].

Convergence is not only occurring between circuit- switched and packet switched networks, but also between mobile and fixed networks. In this paper, we will introduce an architectural design of the QoS management and SLA concept on end-systems, specifically concentrating on the access layer at the tactical edge. The integration of QoS technology management and SLAs support will provide enhanced means for more effectively supporting the warfighter's dynamic transport requirements in a policy- based management environment. In the end, we will also discuss some open technical issues to support end-to-end QoS for quality-aware, multi-media services in a mobile, heterogeneous, and multi-domain environment consisting of terrestrial, IP SATCOM, and broadband wireless networks.

GIG/DISN ARCHITECTURE

For purposes of this paper, the GIG network is divided into three layers[1]: Edge, Access, and Core. DISA's role is to install, operate, maintain and manage this totally integrated, interoperable, protected, flexible and reliable global telecomm infrastructure. The Edge Layer is associated with the Local Area Network (LAN) and the Campus Area Network (CAN). The boundary for the Edge Layer is the customer edge router (CER). The Edge Layer is considered robust and the LAN/CAN characteristics include high bandwidth, diversity, and redundancy. Edge

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Layer Quality of Service (QoS) is predominately provided by means of the high bandwidth. The Access Layer connects the Edge Layer network to the Core Layer via a MAN or circuit that connects the CER to a Provider Edge Router (PER). The Access Layer may or may not include limited bandwidth and diversity. In addition, the Access Layer may consist of a meshed network, fiber optic ring (i.e., MAN), or point-to-point circuits.

The Core Layer is composed of a high speed optical network and contains two types of DISN Service Delivery Nodes (SDNs). The first type of SDN is defined as robust and is characterized by high bandwidth, diversity, and redundancy. The second type of SDN is not considered robust due to its lack of bandwidth and it may also lack diversity. A router that connects two PERs is classified as a Provider Router (PR). The WAN is defined as the portion of the network consisting of the Access and Core Layers. Figurel shows the GIG/DISN architecture with different network layers.

IP WAN

Legend:

PR – Provider Router (Core Router) PER – Provider Edge Retailer (Access Router) CER – Customer Edge Router

Figure 1: GIG/DISN Architecture

GIG/DISN QOS MECHANISMS

Each DISN service can be differentiated by the SLA which defines parameters such as the QoS and the required bandwidth. SLAs have no real value in themselves. Their value lies in the way in which they are managed in the network. It is essential to improve DISA's (service provider) ability to meet the contract with the customer, as defined by the SLA [2], in order to make optimal use of the network while minimizing any penalties from non- compliance. In this section basic QoS mechanisms for IP networks are outlined. It is inevitable that congestion will occur in parts of the network and that some services, due to their strict requirements, should be given differential treatment by introducing classification and per hop treatment policies as well as bandwidth reservation mechanisms. Scalability and cost of such solutions to assure QoS are key factors when evaluating the following QoS technologies and architectures: Differentiated Services (DiffServ), Integrated Services (IntServ), and MPLS (Multi-Protocol Label Switching) Traffic Engineering.

Integrated Services: IntServ leverages admission control signaling protocols such as RSVP to reserve network resources end-to-end before traffic is transmitted and to notify users of the availability of those resources [3]. Implementing an IntServ-based solution can introduce scalability and complexity issues in terms of the signaling overhead as well as the management of thousands of user traffic throws. The inflexibility and complexity of IntServ can be amplified in highly dynamic networks. To improve the scalability of IntServ, an aggregate resource reservation solution can be used in the core to reduce the number of flows and provide a more scalable approach.

Differential Services: DiffServ-based packet forwarding involves a combination of classifying, marking, metering, and shaping packets at the network edges and scheduling and queuing packets in the core nodes. DiffServ uses a field in the IP header, called the DiffServ field, as the DiffServ Code Point (DSCP) to classify packets from different traffic flows. Packets are differentially forwarded on a per-hop basis according to their DSCP and the policies configured on each router or switch. This per hop treatment offers a scalable approach but does not alone provide sufficient guarantees for high priority users[4,5].

MPLS Traffic Engineering: MPLS provides a more efficient, faster method of providing QoS using Layer 2 forwarding. With MPLS, each packet is assigned a forwarding equivalency class (FEC) only once, as the packet enters the network. The FEC is encoded as a label and is sent along with the packet. At subsequent nodes, the network header of the packet does not need to be re- examined; the MPLS label is used as an index to a table that specifies the next hop and the next label. MPLS will enable traffic engineering which selects traffic paths in order to optimize network utilization and meet traffic requirements [6,7].

A combination of these QoS mechanisms will be implemented in different parts of the GIG/DISN to create an effective yet flexible and scalable QoS architecture. The QoS architecture will be rolled out in a phased approach, initially supporting somewhat simpler mechanisms, increasing in capability and dynamicity with each phase.

GIG/DISN QOS AND SLA MANAGEMENT

The true success of QoS mechanisms and architectures lies in the effective enforcement of QoS policies to satisfy SLAs. With the transition to a converged IP network, the configuration and management of QoS mechanisms and rules will become an extremely dynamic task. A Policy- Based Network Management (PBNM) solution will be

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required to dynamically translate mission priorities and requirements into QoS policies and enforce those policies. PBNM solutions take in user-defined, high-level policies, translate them into device-level configurations and commands, and automatically implement them at the network element level. The PBNM solution dynamically applies the policy across all network devices through a unified interface. A PBNM solution consists of policy servers that provide storage, decision making, distribution, and policy monitoring services. Policy agents run on the network elements and enforce policies. Policy Decision Points (PDPs) or policy servers make decisions based on policy rules and the state of services that those policies manage. Policy Enforcement Points (PEPs) or agents run on the device or network resource and enforce the policy decision and/or implements configuration changes. Figure 2 illustrates a logical PBNM hierarchy.

describe the DISN/GIG as a tactical services provider network.

TACTICAL SERVICE PROVIDER NETWORK

With the recent developments of the DoD Joint IP MODEM effort, the presence of IP SATCOM terminals in-theatre providing two-way connectivity back to the terrestrial GIG/DISN will become increasingly prevalent. Emerging broadband wireless technologies, such as WiMAX, are being examined to further extend broadband services from fixed SATCOM terminals out to mobile users with small form-factor devices. Figure 3 illustrates the network architecture proposed in the Tactical Service Provider (TSP) Advanced Concept Technology Demonstration (ACTD).

I'll" DVB-RCS MoEm 802.16 Base Statin —

802.16 No,madic & Mobde Users

iStratgSc Sources SATCOM Segment,– ctical Wireless Extension

Figure 2. Logical PBNM Diagram

As illustrated in the diagram, it is essential that the policy server communicate with all network devices including traditional switches and routers as well as IP SATCOM hubs and wireless base stations which control access to the network. Providing consistent, end-to-end QoS will require dynamic, automatic configuration of all networking devices and must support consistent QoS capabilities across a heterogeneous transport system, consisting of terrestrial, SATCOM, and wireless links.

To support SLA management, the PBNM solution will be integrated with the SLA provisioning system to ensure network resources can satisfy new and existing SLAs before services are provisioned. The following sections

Figure 3. Proposed TSP ACTD Architecture

In the proposed architecture, the terrestrial GIG/DISN is extended into theatre using a two-way IP SATCOM System consisting of Digital Video Broadcast – Satellite, Next Generation (DVB-S2) on the forward link and Digital Video Broadcast – Return Channel Satellite (DVB-RCS) on the return link. DVB-RCS uses Multi-Frequency Time Division Multiple Access (MF-TDMA) to efficiently allocate return link bandwidth among multiple end user modems. The DVB-S2/RCS modem connects to the 802.1 6/WiMAX base station to wirelessly extend connectivity to mobile users. Mobile WiMAX uses an Orthogonal Frequency Division Multiple Access (OFDMA) technology to efficiently allocate bandwidth among multiple 802.16 mobile subscriber units. Effectively supporting real-time and mission critical services over this tactical service provider network will require QoS mechanisms on the SATCOM and wireless portions of the network.

IP SATCOM RESOURCE ALLOCATION & QOS CAPABILITIES

As the work of the Joint DoD IP MODEM work develops, IP SATCOM technology, specifically DVB-RCS, will

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become a common part of the GIG/DISN's access layer network. The value of using DVB-RCS technology to support IP traffic over a SATCOM system lies in the efficiency of MF-TDMA technology. With traditional SCPC (Single Channel Per Carrier) SATCOM, terminals are defined with a static frequency and bandwidth. Channel bandwidth is allocated at all times while the terminal is logged on whether or not packets are being t

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