네트워크 문제 해결의 새로운 패러다임 | NETSCOUT
백서
| 백서 |

A NEW PARADIGM FOR
NETWORK PROBLEM SOLVING

모든 조직의 48%가 평균적으로 하루 일과의 반 이상을 장애 처리 요청을 해결하는 데 할애하고 있습니다.
그것은 역설입니다. 네트워크에 더 많은 안정성이 제공되었는데도 불구하고 조직은 문제 해결을 위해 아직도 상당한 시간을 보내고 있으며 문제를 해결하기 위한 시간을 줄이기 위해 압박 받고 있습니다. This white paper discusses state-of-the-art network problem solving and how a new approach – based on the NETSCOUT OneTouch™ AT Network Assistant – can reduce troubleshooting time by one full week each month.

Are Problems a Thing of the Past?

네트워크는 매년 안정적으로 되고 있습니다. 새로운 표준이 상호 운용성을 약속하고, 새로운 기기가 구성을 단순화하며, 고급 모니터링 솔루션이 사용자가 영향을 받기 전에 문제를 탐지할 수 있는 기능을 제공하고 있습니다. IT 부서는 문제가 과거의 일이 되는 시대로 접어들고 있습니다.

그러데, 정말 그렇습니까? A recent research study of over 300 network professionals in large - and medium - sized organizations found that:
  • 모든 조직의 48%가 평균적으로 하루 일과의 반 이상을 장애 처리 요청을 해결하는 데 할애하고 있습니다.
  • 모든 조직의 46%가 장애 처리 요청 해결에 소요되는 시간을 줄여야 한다는 압박을 받고 있습니다
  • Network professionals spend about 25 percent of their time solving problems
문제 제거를 목적으로 설계된 많은 IT 발전의 관점에서 볼 때 이러한 현상이 일어나는 이유는 무엇입니까? 신뢰성과 간편성의 발전에도 불구하고 상황을 보다 복잡하게 만드는 상쇄 기술의 발전이 존재한다는 데서 한 가지 이유를 찾을 수 있습니다. unified communications, 802.11ac, cloud computing or IPv6. 이러한 이유에도 불구하고 문제 해결 생산성 향상으로 얻을 수 있는 이점은 매우 큽니다.

To increase productivity, troubleshooting tools not only need to keep up with technology changes, but must continue to improve processes used to solve problems.

How Troubleshooting is Done Today

The vast majority (72 percent) of organizations do not follow a standardized troubleshooting process. Not only does this process vary within an organization but the tools used to troubleshoot problems vary substantially. Survey respondents reported using eight different types of tools to solve problems. 상황의 47%에서는 2가지 이상의 도구가 필요했습니다. 문제 해결 방법과 도구의 모든 다양성을 고려할 때 문제 해결 세션의 63%가 1시간 이상 걸렸다는 것은 당연한 일입니다.

There is a part of problem solving that is worth considering separately. 많은 경우 기술자는 직접 문제를 해결할 수 없습니다. Sometimes they need additional help with especially difficult problems. In other instances, it’s because the problem lies outside their domain of responsibility, and they need to work with a separate group inside (server management or application developers) or outside (service providers or equipment vendors) the enterprise. 이는 드문 경우가 아니며 연구 조사에 따르면 모든 문제의 41%에서 이러한 유형의 협업이 필요하다고 나타납니다. This can take too long for at least two reasons. 첫 번째 이유는 책임 그룹이 문제가 발생한 시점에 문제를 확인하기 쉽지 않다는 점입니다. Second, the technician may not have the ability to easily capture the trace files that are often required (19 percent of the time) for these problems.
To increase productivity, troubleshooting tools not only need to keep up with technology changes, but must continue to improve processes used to solve problems

문제 해결 기법 연구

This white paper refers to a NETSCOUT research study of 315 network professionals in April 2012. The respondents came primarily from medium- to large-sized networks in a variety of industries. Most of them were top-level networking support staff.

그림 1: 이들 도구 중 가장 최근에 사용자 문제 해결을 위해 사용한 도구는 무엇입니까?

그림 2: 일반적으로 한 달에 처리하는 문제 티켓 수는 몇 개입니까?

그림 3: What is your group’s average time to close a trouble ticket? 48%가 4시간 이상이라고 응답함을 주시하십시오.

그림 4: 가장 최근 해결한 사용자 문제의 근본 원인은 무엇이었습니까? (복수 응답 허용)

The survey asked respondents to identify the root cause of their most recent user-reported problem (respondents could select more than one root cause). The most common cause was network problems (wired or Wi-Fi), occurring in 27 percent of instances. However, end-user configuration or operation problems combined were at fault in 42 percent of cases.

The OneTouch AT identifies the most common network problems in about one minute1

Changing the Problem-solving Paradigm

At NETSCOUT, we looked to shorten the entire problem-solving process. The process, as described earlier, traditionally consists of two steps – solo troubleshooting and collaboration when necessary. To streamline troubleshooting, NETSCOUT developed a three-step process and designed a new tool based on it. The three steps are:

1. 자동화된 테스트
2. 문제 해결
3. 협업

The OneTouch™ AT Network Assistant, enhances each of the steps and greatly reduces the time to solve problems.

단계 1: 자동화된 테스트

It may seem counterintuitive that adding a step reduces time. But if the additional step actually saves more time in subsequent steps, the total time is reduced. That’s the idea behind automated testing.

The OneTouch AT identifies the most common network problems in about one minute1. It performs a thorough network analysis from the end-user’s point-of-view. Such an analysis, performed manually, would take roughly one hour2. The OneTouch AT performs that same testing in about a minute (tests are configurable and can take anywhere from ten seconds to a few minutes, with most being less than a minute). Results are then compared against user-defined limits to provide a simple pass/fail result. This approach allows technicians to find the most common problems that result in end-user complaints.

자동 테스트는 여러 가지 장점을 갖고 있습니다. 먼저, 일반적인 시행착오 방식의 테스트보다 훨씬 빠릅니다. 두 번째로 수동 접근 방법보다 철저합니다. 다시 말해, 기술자가 고려하지도 못하는 문제를 찾아낼 수 있다는 것을 의미합니다. 세 번째로 기술 수준에 관계 없이 누구나 테스트를 실행하여 문제를 파악할 수 있습니다.

단계 2: 문제 해결

While the AutoTest uncovers a wide variety of problems on its own, not all problems can be found that way. The OneTouch AT provides a veritable arsenal of troubleshooting power to reduce the time spent in this phase.

AutoTest – even if the initial AutoTest does not identify the problem, all the measurement results are ready and available to help the technician understand what is happening. Further, the AutoTest can be modified in seconds and re-run to test a different server, application or wireless connection.

Wired Tests – a complete set of tests provide information on the cable, Power over Ethernet, the nearest switch and network services. The OneTouch AT features a web browser, Telnet and a SSH client to assist with configuration of network devices including switches and access points. It features a toner and can flash switch port lights to help locate unmarked cables in congested closets. A video probe can be connected to the OneTouch AT to inspect the endface of fiber optic connectors for contamination.

The OneTouch AT can pay for itself within 4 months with time savings while troubleshooting and validating networks
Wireless Tests – OneTouch AT provides more analysis of the Wi-Fi network than a library of wireless freeware and shareware tools, and provides answers in an easy to understand format. The OneTouch AT discovers all the networks, AP’s and clients in range and quickly identifies problems such as improper security, interference, bandwidth hogs, overloaded channels, unauthorized devices and more.

단계 3: 협업

앞에서 언급한 것처럼 네트워크 기술자는 문제 해결을 위해 정기적으로 다른 기술자와 협업을 수행해야 합니다. The process of getting the right information to the right people, however, can drag on for days. Even if the technician is able to work on other problems during this period, that’s little comfort to an end user who can’t get their job done or the IT manager missing targets for trouble ticket times.

The OneTouch AT includes features specifically designed to expedite collaborative troubleshooting with the Link-Live Cloud Service. With Link-Live Cloud Service, everything is always captured with zero-touch reporting, providing you with complete records of your work and results, at all times. 이 포괄적인, 검색 가능한 데이터베이스를 사용 하면 네트워크의 변화를 쉽게 식별할 수 있습니다. 공간 제한, 시간 제한이 없으며, 일과 후 테스트 장치에서 스토리지로 데이터를 전송할 필요가 없습니다. This cloud service is available to all Handheld Network Tools: LinkSprinter, LinkRunner AT, and the AirCheck G2, all automatically upload their test results at the moment they happen. If you don’t have connectivity at that drop, the testers can buffer results, which are pushed to the Link-Live Cloud Service when connectivity returns. 기술자는 더 이상 테스트 데이터의 파수꾼과 전송자일 필요가 없으며 심지어 저장 버튼 누르는 것을 기억할 필요도 없습니다. 대신, 생산성이 두 배가 되고 몇 주가 걸리던 일을 며칠만에 끝낼 수 있습니다. In addition, managers can have access to the test results dashboards.

Reporting – a detailed report of everything that the OneTouch AT tested and observed will be recorded in the Link-Live Cloud Service. This allows the tech to show a colleague exactly what is happening when they are observing the problem. These results include results a less-experienced technician might not have looked at but are there for more knowledgeable team members to evaluate.

In-line Packet Capture – a trace file is indispensable for very difficult problems or as evidence to an outside group such as application developers, service providers or equipment suppliers. 이 정보를 수집하려면 일반적으로 스위치 또는 네트워크 탭을 재구성해야 합니다. 이 작업은 30분 이상이 소요될 수 있습니다. Worse, many techs may not have access to switch provisioning or a tap. 이는 문제가 다른 개인으로 확대될 경우 시간이 더 지연됨을 의미합니다.

OneTouch AT는 스위치 또는 탭에 접속할 필요 없이 화면 터치 몇 번으로 인라인 패킷 캡처를 수행할 수 있습니다. This means the tech can capture the problem packets immediately while the user demonstrates the problem.

Web Remote Interface – while it’s not always possible to get a colleague physically in the location of the problem, the OneTouch AT can be accessed and controlled through a remote device such as a PC, tablet or smartphone. Not only can the remote user see what the tech is seeing, but they can control the OneTouch AT and export trace files or reports to their device.

Camera – connect a webcam to the OneTouch AT USB port and the remote helper can see livevideo of the physical environment the tech is working in. This is useful if the tech is in a wiringcloset or a data center and the remote colleague needs to see the switch or patch panel, for example.

Savings

The first step in estimating savings from the OneTouch AT is to look at the time saved in each of the three parts of the test.

Automated Testing – Table 1 compares the amount of time it would take to perform the AutoTest functions with the actual time of the AutoTest. 시간은 기술자의 기술뿐만 아니라 테스트해야 하는 어플리케이션의 수에 따라 달라집니다.

Troubleshooting – it’s less straightforward to quantify these savings, as it is highly dependent on the actual problem and the skill of the technician. Users of other NETSCOUT Handheld Network Test Solutions generally report 30 percent to 40 percent faster troubleshooting, but we will set that aside and consider it a “bonus” savings in addition to what is demonstrated here.

Collaboration – to quantify the time savings in these scenarios, we compared time to set up a packet capture using port mirroring (roughly 20 minutes) versus the inline packet capture with the OneTouch AT (three minutes). 기술자가 스위치를 재구성하기 위해 접근할 수 있는 권한이 없는 경우에는 더 많은 시간을 절약할 수 있을 것입니다.

협업이 잘 이루어질 수록 장애 처리 요청을 해결하기 위한 전체적인 시간이 줄어들어 더 큰 이득을 얻을 수 있습니다. OneTouch AT가 없는 경우에는 모든 관련 데이터를 적절한 사람에게 빠르게 제공하는 것이 어렵습니다. 이것이 바로 장애 처리 요청을 해결하는 시간이 길어지는 중요한 원인이며 때로는 며칠씩 걸리기도 합니다. Armed with the OneTouch AT, the first responder easily generates a report or a trace file and shares these plus provides remote access for the rest of the team in real time. So while the total amount of time the staff spends on a problem may not be reduced, the time the end user spends waiting for a resolution is greatly reduced.

Again, such a benefit is hard to quantify – so we won’t – but for many organizations this may be more valuable than actual hours saved for the department staff.

결론

An estimation of the savings expected from using the OneTouch AT is presented in Table 1. Even ignoring the time saved in solo troubleshooting and purchase of the top of the line model, one would expect payback in less than six months.

AutoTest 절약
기술 직원당 월 문제 티켓 수 20(중간 값)
티켓당 분 90
AutoTest 시간 1분
AutoTest 기능을 수동으로 수행한 시간
(from Table 1)
60분
티켓당 절약된 시간 59분
월간 절약 시간 기술 직원당 19.7
협업 절약
패킷 캡처가 필요한 비율(%) 19% (평균)
패킷 캡처가 필요한 수 3.8
패킷 캡처 설정 시간 20분
OneTouch AT를 이용한 패킷 캡처 설정 3분
캡처당 절약된 시간 17분
월간 절약 시간 기술 직원당 1.1
사용자 수 OneTouch AT당 2
절약된 총 시간 월 41시간
달러 절약
시간당 요율 $60
월간 총 절약 $2,489
OneTouch AT 비용 $10,000
자금 회수 4.0개월

표 1: An estimation of time and cost savings provided by OneTouch AT.

그림 5: Summarizes the concepts of this paper: the ways in which the OneTouch AT saves time throughout the entire problem-solving process as compared to traditional methods.

부록 A – 한 시간 걸리는 문제 해결을 1분 만에

근본 원인을 파악하는 것은 중요하지만 추가적인 절차가 필요할 수 있습니다. 예를 들어, 병원에 가게 되면 아무리 불평해도 먼저 만나는 사람은 의사가 아닌 바로 체중, 체온 및 혈압을 측정하고 종종 건강 기록을 검토하는 간호사입니다. 이러한 절차를 통해 의사의 시간을 절약할 뿐만 아니라, 그렇지 않으면 간과될 수 있는 문제를 종종 발견하게 됩니다.

이 개념은 네트워크에도 적용됩니다. Since your team doesn’t usually include a nurse, the OneTouch AT automates a complete test of “network vital signs” into an AutoTest that compresses an hour of traditional testing into about a minute. The results are then compared against userdefined limits to provide a simple pass/fail result. 이러한 접근 방식을 통해 시간을 절약할 뿐만 아니라 기술자가 더 많은 문제를 해결할 수 있습니다.

테스트 단계 OneTouch Network
Assistant(AutoTest)
일반적인 방법
기본 연결(유선 또는 Wi-Fi) 1분 케이블 테스터, PC, Wi-Fi 유틸리티 5분
인프라 서비스 PC, 유틸리티 5분
무선 작동 및 성능 PC 2대, iPerf 10분
네트워크 서비스 및 어플리케이션 성능 패킷 캡처, 프로토콜 분석기 40분
(앱 3개)

표 2: OneTouch AutoTest는 거의 한 시간 걸리는 수동 테스트를 1분 안에 수행합니다.

Basic Connectivity – OneTouch AT tests both wired and Wi-Fi connectivity. On the wired side, it checks the physical layer (including cabling and Power over Ethernet), identifies the switch port, speed and duplex settings and identifies the switch port and VLAN. For Wi-Fi, it verifies connectivity and security settings for the nearest AP and tests connection speeds.

Infrastructure Services – OneTouch AT tests availability and response time of DNS and DHCP across both the wired and wireless network.

Wireless Operation and Performance – the exclusive test measures the actual wireless performance by sending a stream of traffic out the wireless port, through the nearest AP, the wired infrastructure and back to its wired port. The test runs simultaneously in the reverse direction with programmable upstream and downstream rates. The test provides measurement results for throughput, loss, latency and jitter in both directions. These latter two measurements are vital for quality performance of real time application such as streaming video or voice over Wi-Fi.

Network Services and Application Performance – these tests provide a detailed breakdown of application performance by analyzing an actual interaction with the server/service under test. Seven different tests/applications are supported and can be customized for specific sites or applications whether hosted locally or through cloud-based providers.

The detailed breakdown provides the results shown in Figure 7 and shows the results for both the wired and Wi-Fi network side-by-side for easy comparison.

While the overall measurement can be used to quantify the performance of the application, the detail can be used to determine the cause of the slow performance, whether it’s the network, application server, or the DNS server. While an expert can provide this level of analysis in ten or twenty minutes with a protocol analyzer (once they have a trace file), the OneTouch AT provides it under a minute as part of a standard AutoTest.

그림 6: The test measures performance of the wired and Wi-Fi network.

그림 7: The application performance tests provide a detailed breakdown of the response time of servers and services.

Appendix B: List of problems that can be discovered by the OneTouch AT Network Assistant AutoTest

Fiber problems Wrong SFP/vendor mismatch, Dirty fiber endface*, Dead port/broken fiber, Low power
Twisted pair problems Open cable, Bad cable mapping, Shorted cables, Mislabeled/undocumented cables*, Too long cable, Dead port
PoE Not present or disabled, Switch unable to supply adequate power, Wrong pins, Low voltage, Non-Ethernet voltage, Low power under load, Class 4 negotiation mismatch
링크 Polarity mismatch, Low link level, Receive pair issues (MDIX), Speed mismatch, Duplex mismatch
Switch port Incorrect switch, Incorrect port, Incorrect data VLAN*, Incorrect voice VLAN*, Unstable switch uptime*, Switch congestion*, Switch errors*, FCS errors*, Frame size errors*, Other frame errors (7)*, Excessive broadcast traffic*, Excessive multicast traffic
Wi-Fi Security settings wrong, AP missing, AP misconfigured, AP not connected, WLAN controller problems*, Excessive noise*, AP congestion*, Channel over utilized*, Too many APs on channel*, AP overlap on channels*, Roaming problems*, Unauthorized APs*, Finding rogue APs*, Ad hoc networks*, Insufficient network coverage, Slow connection, Bandwidth hogs APs and client*, Bad client NIC*
Veri-Fi QoS settings wrong*, MTU problems*, Port problems*, Upstream bandwidth issues, Downstream bandwidth issues, IPv6 issues*, Excessive loss, Latency issues*, Jitter issues*, Sequencing issues*
DHCP Missing, Slow, Out of addresses, Incorrect lease time, Rogue DHCP server, Wired versus Wi-Fi configuration problems, Duplicate static IP address, IP address hijacked, Incorrect address delivery, Incorrect subnet delivery, Incorrect router address, Incorrect DNS address
DNS Missing, Slow, No secondary server*, Wired versus Wi-Fi configuration problems*
게이트웨이 Missing / Failed, Not IPv6 capable*, Unstable gateway uptime*, Overloaded*, Bad traffic*, Incorrect routing protocols*
Discovery Wrong VLAN*, Wrong subnet*, Unexpected IPv4/IPv6 devices
웹 (HTTP) DNS lookup failure, DNS lookup slow, Server unavailable, Slow connectivity, Server slow to start, Server slow to complete, Wired versus Wi-Fi transport problems, IPv4 versus IPv6 transport problems
핑 (ICMP) DNS lookup failure, DNS lookup slow, Server unavailable, Slow connectivity, MTU misconfigurations, Wired versus Wi-Fi transport problems, IPv4 versus IPv6 transport problems

Appendix B: (continued)

연결 (TCP) DNS lookup failure, DNS lookup slow, Server unavailable, Slow connectivity, Firewall misconfigured for ports, Wired versus Wi-Fi transport problems, IPv4 versus IPv6 transport problems
멀티캐스트 (IGMP) Server not multicasting, Switch IGMP snooping disabled, Incorrect port configuration, Server authentication
파일 (FTP) Slow WAN, DNS lookup failure, DNS lookup slow, Server unavailable, Slow connectivity, Server slow to start, Server slow to complete, Wired versus Wi-Fi transport problems, IPv4 versus IPv6 transport problems
비디오 (RTSP) Slow WAN, DNS lookup failure, DNS lookup slow, Server unavailable, Slow connectivity, Server slow to start, Server slow to complete, Wired versus Wi-Fi transport problems, IPv4 versus IPv6 transport problems

* May require a secondary test after the AutoTest.

1 See appendix A, “An Hour of Troubleshooting in One Minute”
2 See appendix B, “Problems That can be Discovered by the OneTouch AT Network Assistant AutoTest”

 
 
Powered By OneLink