Elements of a Trouble Report
When a problem is reported, the trouble log staff members should record the following:
Time and date of the report
Name and telephone number of the person who reported the problem
The time and date of the problem (and the time and date of the call)
Location of the problem
The nature of the problem
When the problem was identified
Why and how the problem happened
Finally, after the vendor or internal support group arrives on the premises, the last statistic is the mean
time to fix (MTTF). This figure tells how quickly the staff is able to correct the problem after they arrive.
A very long time to fix in comparison with the time of other vendors may indicate faulty equipment
design, inadequately trained customer service technicians, or even the fact that inexperienced personnel
are repeatedly sent to fix problems.
For example, suppose your Internet connection at home stops working. You call your ISP, and they fix it
over the phone in 15 minutes. In this case, the MTTRepair is 15 minutes, and it is hard to separate the
different parts (MTTD, MTTR, and MTTF). Suppose you call your ISP and spend 60 minutes on the phone
with them, and they can’t fix it over the phone; instead, the technician arrives the next day (18 hours later)
and spends 1 hour fixing the problem. In this case, MTTR = 1 hour + 18 hours + 1 hour = 20 hours.
TECHNICAL FOCUS 12-3
Management Reports
Management-oriented reports that are helpful to network managers and their supervisors provide
summary information for overall evaluation and for network planning and design. Details include
the following:
Graphs of daily/weekly/monthly usage, number of errors, or whatever is appropriate to the
network


network
Network availability (uptime) for yesterday, the last 5 days, the last month, or any other
specific period
Percentage of hours per week the network is unavailable because of network maintenance and
repair
Fault diagnosis
Whether most response times are less than or equal to 2 seconds for online real-time traffic
Whether management reports are timely and contain the most up-to-date statistics
Peak volume statistics as well as average volume statistics per circuit
Comparison of activity between today and a similar previous period
The MTBF can be influenced by the original selection of vendor-supplied equipment. The MTTD relates
directly to the ability of network personnel to isolate and diagnose failures and can often be improved by
training. The MTTR (respond) can be influenced by showing vendors or internal groups how good or bad
their response times have been in the past. The MTTF can be affected by the technical expertise of internal
or vendor staff and the availability of spare parts on site.


Another set of statistics that should be gathered are those collected daily by the network operations group,
which uses network management software. These statistics record the normal operation of the network,
such as the number of errors (retransmissions) per communication circuit. Statistics also should be
collected on the daily volume of transmissions (characters per hour) for each communication circuit, each
computer, or whatever is appropriate for the network. It is important to closely monitor usage rates, the
percentage of the theoretical capacity that is being used. These data can identify computers/devices or
communication circuits that have higher-than-average error or usage rates, and they may be used for
predicting future growth patterns and failures. A device or circuit that is approaching maximum usage
obviously needs to be upgraded.
TECHNICAL FOCUS 12-4
Inside a Service-Level Agreement
There are many elements to a solid service-level agreement (SLA) with a common carrier. Some
of the important ones include the following:
Network availability, measured over a month as the percentage of time the network is available
(e.g., [total hours—hours unavailable]/total hours) should be at least 99.5%.
Average round-trip permanent virtual circuit (PVC) delay, measured over a month as the
number of seconds it takes a message to travel over the PVC from sender to receiver, should be
less than 110 milliseconds, although some carriers will offer discounted services for SLA
guarantees of 300 milliseconds or less.
PVC throughput, measured over a month as the number of outbound packets sent over a PVC
divided by the inbound packets received at the destination (not counting packets over the
committed information rate, which are discard eligible), should be above 99%—ideally, 99.99%.
Mean time to respond, measured as a monthly average of the time from inception of trouble


Mean time to respond, measured as a monthly average of the time from inception of trouble
ticket until repair personnel are on site, should be 4 hours or less.
Mean time to fix, measured as a monthly average of the time from the arrival of repair personnel
on site until the problem is repaired, should be 4 hours or less.
Source: Adapted from “Carrier Service-Level Agreements,” International Engineering Consortium Tutorial, www.iec.org,
February.
12.4.4 Improving Performance
The chapters on LANs, BNs, and WANs discussed several specific actions that could be taken to improve
network performance for each of those types of networks. There are also several general activities to
improve performance that cut across the different types of networks.
Most organizations establish service-level agreements (SLAs) with their common carriers and Internet
service providers. An SLA specifies the exact type of performance and fault conditions that the
organization will accept. For example, the SLA might state that network availability must be 99% or
higher and that the MTBF for T1 circuits must be 120 days or more. In many cases, SLA includes
maximum allowable response times. The SLA also states what compensation the service provider must
provide if it fails to meet the SLA. Some organizations are also starting to use an SLA internally to define
relationships between the networking group and its organizational “customers.”
12.5 END USER SUPPORT
Providing end user support means solving whatever problems users encounter while using the
network. There are three main functions within end user support: resolving network faults, resolving user
problems, and training. We have already discussed how to resolve network faults, and now we focus on
resolution of user problems and end user training.


12.5.1 Resolving Problems
Problems with user equipment (as distinct from network equipment) usually stem from three major
sources. The first is a failed hardware device. These are usually the easiest to fix. A network technician
simply fixes the device or installs a new part.
The second type of problem is a lack of user knowledge. These problems can usually be solved by
discussing the situation with the user and taking that person through the process step by step. This is the
next easiest type of problem to solve and can often be done by email or over the telephone, although not
all users are easy to work with. Problematic users are sometimes called ID ten-T errors, written ID10T.
The third type of problem is one with the software, software settings, or an incompatibility between the
software and network software and hardware. In this case, there may be a bug in the software, or the
software may not function properly on a certain combination of hardware and software. Solving these
problems may be difficult because they require expertise with the specific software package in use and
sometimes require software upgrades from the vendor.
Resolving either type of software problem begins with a request for assistance from the help desk.
Requests for assistance are usually handled in the same manner as network faults. A trouble log is
maintained to document all incoming requests and the manner in which they are resolved. The staff
member receiving the request attempts to resolve the problem in the best manner possible. Staff members
should be provided with a set of standard procedures or scripts for soliciting information from the user
about problems. In large organizations, this process may be supported by special software.
There are often several levels to the problem-resolution process. The first level is the most basic. All staff
members working at the help desk should be able to resolve most of these. Most organizations strive to


members working at the help desk should be able to resolve most of these. Most organizations strive to
resolve between 75% and 85% of requests at this first level in less than an hour. If the request cannot be
resolved, it is escalated to the second level of problem resolution. Escalation is a normal part of the
process and not something that is “bad.” Staff members who handle second-level support have specialized
skills in certain problem areas or with certain types of software and hardware. In most cases, problems are
resolved at this level. Some large organizations also have a third level of resolution in which specialists
spend many hours developing and testing various solutions to the problem, often in conjunction with staff
members from the vendors of network software and hardware.
MANAGEMENT FOCUS 12-6
Network Manager Job Requirements
Being a network manager is not easy. We reviewed dozens of job postings for the key
responsibilities, skills, and education desired by employers. The responsibilities listed as follows
were commonly mentioned.
Responsibilities
Determine network needs and design technical solutions to address business requirements.
Procure and manage vendor relations with providers of equipment and services.
Deploy new network components and related network systems and services, including the
creation of test plans and procedures, documentation of the operation, maintenance and
administration of any new systems or services, and training.
Develop, document, and enforce standards, procedures, and processes for the operation and
maintenance of the network and related systems.
Manage the efficiency of operations of the current network infrastructure, including analyzing
network performance and making configuration adjustments as necessary.
Administer the network servers and the network-printing environment.
Ensure network security, including the development of applicable security, server, and desktop
standards, and monitoring processes to ensure that mission-critical processes are operational.


Manage direct reports and contractors. This includes task assignments, performance
monitoring, and regular feedback. Hire, train, evaluate, and terminate staff and contractors
under the direction of company policies and processes.
Assist business in the definition of new product/service offerings and the capabilities and
features of the systems to deliver those products and services to customers.
Skills Required
Strong technology skills in a variety of technologies
LAN/WAN networking experience working with routers and switches
Experience with Internet access solutions, including firewalls and VPN
Network architecture design and implementation experience
Information security experience
Personnel management experience
Project management experience
Experience working in a team environment
Ability to work well in an unstructured environment
Excellent problem-solving and analytical skills
Effective written and oral communication skills
Education
Bachelor’s degree in an information technology field
Security Certification
Microsoft MCSE Certification preferred
Cisco CCNA Certification preferred
12.5.2 Providing End User Training
End user training is an ongoing responsibility of the network manager. Training is a key part in the
implementation of new networks or network components. It is also important to have an ongoing training
program because employees may change job functions and new employees require training to use the
organization’s networks.
Training usually is conducted through in-class, one-on-one instruction and online self-paced courses. In-
class training should focus on the 20% of the network functions that the user will use 80% of the time
instead of attempting to cover all network functions. By getting in-depth instruction on the fundamentals,
users become confident about what they need to do. The training should also explain how to locate
additional information from online support, documentation, or the help desk.
12.6 COST MANAGEMENT
One of the most challenging areas of network management over the past few years has been cost
management. Data traffic has been growing much more rapidly than has the network management


management. Data traffic has been growing much more rapidly than has the network management
budget, which has forced network managers to provide greater network capacity at an ever lower cost per
megabyte (Figure 12-9). In this section, we examine the major sources of costs and discuss several ways to
reduce them.
12.6.1 Sources of Costs
The cost of operating a network in a large organization can be very expensive. Figure 12-10 shows a recent
cost analysis to operate the network for 1 year at Indiana University, a large Big Ten research university


serving 40,000 students and 4,000 faculty and staff. This analysis includes the costs of operating the
network infrastructure and standard applications such as email and the Web but does not include the
costs of other applications such as course management software, registration, student services,
accounting, and so on. Indiana University has a federal IT governance structure, which means that the
different colleges and schools on campus also have budgets to hire staff and buy equipment for their
faculty and staff. The budget in this figure omits these amounts, so the real costs are probably 50% higher
than those shown. Nonetheless, this presents a snapshot of the costs of running a large network.
The largest area of costs in network operations is the $7.4 million spent on WAN circuits. Indiana
University operates many high-speed networks (including Internet2), so these costs are higher than might
be expected. This figure also shows the large costs of email, Web services, data storage, and security. The
cost of end user support is the next largest cost item. This includes training as well as answering users’
questions and fixing their problems. The remaining costs are purchasing new and replacement hardware
and software. But, once again, remember that this does not include the hardware and software purchased
by individual colleges and schools for their faculty and staff, which does not come from the central IT
budget.
The total cost of ownership (TCO) is a measure of how much it costs per year to keep one computer
operating. TCO includes the actual direct cost of repair parts, software upgrades, and support staff
members to maintain the network, install software, administer the network (e.g., create user IDs, back up
user data), provide training and technical support, and upgrade hardware and software. It also includes
the indirect cost of time “wasted” by the user when problems occur, when the network is down, or when


the user is attempting to learn new software.
FIGURE 12-9 Network traffic versus network management budgets
Several studies over the past few years by Gartner Group, Inc., a leading industry research firm, suggest
that the TCO of a computer is astoundingly high. Most studies suggest that the TCO for typical Windows
computers on a network is about $7,000 per computer per year. In other words, it costs almost five times
as much each year to operate a computer than it does to purchase it in the first place. Other studies by
firms such as IBM and Information Week, an industry magazine, have produced TCO estimates of
between $5,000 and $10,000 per year, suggesting that the Gartner Group’s estimates are reasonable.


Although TCO has been accepted by many organizations, other firms argue against the practice of
including indirect in the calculation. For example, using a technique that includes indirect, the TCO of a
coffee machine is more than $50,000 per year—not counting the cost of the coffee or supplies. The
assumption that getting coffee “wastes” 12 minutes per day multiplied by 5 days per week yields 1 hour per
week, or about 50 hours per year, of wasted time. If you assume the coffeepot serves 20 employees who
have an average cost of $50 per hour (not an unusually high number), you have a loss of $50,000 per
year.
Some organizations, therefore, prefer to focus on costing methods that examine only the direct costs of
operating the computers, omitting softer indirect costs such as “wasted” time. Such measures, often called
network cost of ownership (NCO) or real TCO, have found that NCO ranges between $1,500 and
$3,500 per computer per year. The typical network management group for a 100-user network would
therefore have an annual budget of about $150,000–$350,000. The most expensive item is personnel
(network managers and technicians), which typically accounts for 50–70% of total costs. The second most
expensive cost item is WAN circuits, followed by hardware upgrades and replacement parts.
Network Operations
$14,871,000
Account Administration
275,000
Authentication Services
257,000
Directory Services Infrastructure (incl DHCP, DNS)
746,000
E-mail and Messaging
1,434,000
Mainframe and Cluster Operations
633,000
Mass Data Storage
1,424,000
Policy Management
75,000
Printing
201,000
Security Administration
1,270,000
WAN Operations


Printing
201,000
Security Administration
1,270,000
WAN Operations
7,410,000
Web Services
1,146,000
End User Support
$6,544,000
Departmental Technology Support
553,000
Instructional Technology Support
856,000
Student Residence Halls Support
279,000
Student Technology Centers Support
1,288,000
Support Center (Help Desk)
2,741,000
Training and Education
827,000
Client Hardware
$3,901,000
Classroom Technology Equipment and Supplies
844,000
Student Residence Halls Equipment and Supplies
601,000
Student Technology Centers Equipment and Supplies 2,456,000
Application Software
$3,729,000
Software Site Licenses
2,540,000
Student Residence Halls Software
146,000
Student Technology Centers Software
1,043,000
Total
$29,045,000
FIGURE 12-10 Annual networking costs at Indiana University


FIGURE 12-11 Network management personnel costs
Calculating TCO for universities can be difficult. Do we calculate TCO for the number of computers or the
number of users? Figure 12-10 shows an annual cost of $29 million. If we use the number of users, the
TCO is about $659 ($29 million divided by 44,000 users). If we use the number of computers, TCO is
$4,800 ($29 million divided by about 6,000 computers owned by the university).
There is one very important message from this pattern of costs. Because 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.
Figure 12-11 shows the average breakdown of personnel costs by function. The largest time cost (where
staff members spend most of their time) is systems management, which includes configuration, fault, and
performance management tasks that focus on the network as a whole. The second largest item is end-user
support.
Network managers usually 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. Such policies are seldom used in LANs, making one more
potential cultural difference between network management styles.
12.6.2 Reducing Costs


potential cultural difference between network management styles.
12.6.2 Reducing Costs
Given the huge amounts in TCO or even the substantial amounts spent in NCO, there is considerable
pressure on network managers to reduce costs. Figure 12-12 summarizes five steps to reduce network
costs.
The first and most important step is to develop standards for client computers, servers, and network
devices (i.e., switches, routers). These standards define one configuration (or a small set of
configurations) that are permitted for all computers and devices. Standardizing hardware and software
makes it easier to diagnose and fix problems. Also, there are fewer software packages for the network
support staff members to learn. The downside, of course, is that rigid adherence to standards reduces


innovation.
Five Steps to Reduce Network Costs
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 or cloud-based architectures.
FIGURE 12-12 Reducing network costs
MANAGEMENT FOCUS 12-7
Total Cost of Ownership in Minnesota
Total cost of ownership (TCO) has come to the classroom. As part of a national TCO initiative,
several school districts, including one in Minnesota, recently conducted a real TCO analysis. The
school district was a system of eight schools (one high school, one middle school, and six elementary
schools) serving 4,100 students in kindergarten through grade 12. All schools are connected via a
frame relay WAN to the district head office.
Costs were assessed in two major groups: direct costs and indirect costs. The direct costs included
the costs of hardware (replacement client computers, servers, networks, and printers and supplies),
software, internal network staff, and external consultants. The indirect costs included staff training
and development. “Wasted time” was not included in the TCO analysis.
The district examined its most recent annual budget and allocated its spending into these categories.
The district calculated that it spent about $1.2 million per year to support its 1,200 client computers,
providing a TCO of about $1,004 per client computer per year. Figure 12-13 provides a summary of
the costs by category.
A TCO of $1,004 is below average, indicating a well-managed network. The district had implemented
several network management best practices, such as using a standardized set of software, using new


several network management best practices, such as using a standardized set of software, using new
standardized hardware, and providing professional development to teachers to reduce support costs.
One other major contributing factor was the extremely low salaries paid to the IT technical staff (less
than $25,000 per year) because of the district’s rural location. Had the district been located in a
more urban area, IT staff costs would have doubled, bringing TCO closer to the lower end of the
national average.
Source: Adapted from “Minnesota District Case Study,” Taking TCO to the Classroom, k12tco.gartner.com.


FIGURE 12-13 Total cost of ownership (per client computer per year) for a Minnesota school district
The second most important step is to automate as much of the network management process as possible.
Desktop management can significantly reduce the cost to upgrade when new software is released. It also
enables faster installation of new computers and faster recovery when software needs to be reinstalled and
helps enforce the standards policies. The use of network management software to identify and diagnose
problems can significantly reduce time spent in performance and fault management. Likewise, help desk
software can cut the cost of the end support function. A third step is to do everything possible to reduce
the time spent installing new hardware and software. The cost of a network technician’s spending half a
day to install and configure new computers is often $300–$500. Desktop management is an important
step to reducing costs, but careful purchasing can also go a long way. The installation of standard
hardware and software (e.g., Microsoft Office) by the hardware vendor can significantly reduce costs.
Likewise, careful monitoring of hardware failures can quickly identify vendors of less reliable equipment
who should be avoided in the next purchasing cycle. Traditionally, help desks have been decentralized into
user departments. The result is a proliferation of help desks and support staff members, many of whom
tend to be generalists rather than specialists in one area. Many organizations have found that centralizing
help desks enables them to reduce the number of generalists and provide more specialists in key
technology areas. This results in faster resolution of difficult problems. Centralization also makes it easier
to identify common problems occurring in different parts of the organization and take actions to reduce
them. Finally, many network experts argue that moving to thin-client or cloud-based architectures, just
Web browsers on the client (see Chapter 2), can significantly reduce costs. Although this can reduce the


cost to buy software, the real saving lies in the support costs. Because they are restricted to a narrow set of
functions and generally do not need software installations, thin-client architectures become much easier
to manage. TCO and NCO drop by 20–40%. Most organizations anticipate using thin-client and cloud-
based architectures selectively in areas where applications are well defined and can easily be restricted.
12.7 IMPLICATIONS FOR CYBER SECURITY
Network monitoring is important for performance and fault management, but it can also be important for
security. Network monitoring creates a baseline of “normal” activity, so when something unusual
happens, it is more easily recognized and triggers an investigation. One evening, the networking software
at Indiana University detected an unusually large amount of traffic flowing out of a computer lab onto the
Internet. The volume of traffic was unusual, something more typical of a server than the usual client
computers in a computer lab, which most students use to download files from the Internet, not upload. An
analysis of the traffic showed that the traffic was mostly MPEG movies; we don’t store movies on client
computers in our labs, so it meant that an attacker had taken over control of the computers.


An investigation revealed that the attacker had used a brute-force attack to break the administrator
password on our lab computers by using software that tried every possible password until it guessed the
right one. He then stored pirated Japanese anime movies that were being downloaded from all over the
world. The fix was simple. First, we changed the configuration on each lab computer to permit only three
failed administrator logins before the user was locked out. Then, we deployed desktop management
software on every lab computer so that every morning each computer reset itself back to image stored on
the desktop management server, removing any configuration changes and any files that had been stored
on it the previous day. That way even if someone broke in, the changes would only last for a day before the
desktop management software automatically fixed them.
Another security incident at Indiana University shows the importance of widespread security awareness,
both within the network management organization and the organization itself. One day in late July, a
sophisticated phishing attack tricked more than 600 faculty and staff into revealing their passphrase. The
attackers quickly logged into the university’s financial system with the stolen passphrases and changed the
employees’ direct deposit information so that their pay checks were deposited into the attackers’ accounts
in an offshore bank in a country with weak law enforcement.
The attack was discovered when an employee noticed that he had not received his direct deposit and
called the university’s financial services department, which quickly routed the call to the help desk. The IT
staff responded immediately and, working with financial services staff, identified all the users whose
banking information had been recently changed. They reversed all their direct deposits within the 2-day
limit for recall under global banking rules, so no one lost any money. University lawyers later determined
that if the direct deposit diversion had not been discovered in time, the employees—not the university—


that if the direct deposit diversion had not been discovered in time, the employees—not the university—
would have lost 1 month’s pay because the university was not at fault.
Both of these incidents show how important it is for employees to protect their passphrases, especially
employees whose accounts have extra privileges, such as network managers and senior administrators.
This is challenging because as our university’s CIO puts it, the good guys have to win every single time, but
the bad guys only have to win once. And we cannot expect humans to be perfect. So, the university now
requires two factor authentication using Duo for all employee logins, whether financial or not, so if
employees fall for a phishing attack, there is an extra line of defense.
After the financial attack had been thwarted, the IT staff conducted routine audits of other system activity
that followed the phishing attack. Interestingly, they discovered that several unauthorized grade changes
had been submitted using the stolen passphrases. These too have been reversed and an investigation is
ongoing.
SUMMARY
Designing for Performance Network management software is critical to the design of reliable,
high-performance networks. This software provides statistics about device utilizations and issues
alerts when problems occur. SNMP is a common standard for network management software and the
managed devices that support it. Load balancing and policy-based management are tools used to
better manage the flow of traffic. Capacity management, content caching, and content delivery are
sometimes used to reduce network traffic.
Configuration Management Configuration management means managing the network’s
hardware and software configuration, 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 diagrams, supplemented by documentation on each individual network component. A


configuration diagrams, 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 is a variety of other documentation that must be routinely developed
and updated, including users’ manuals and organizational policies.
Performance and Fault Management 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. The two are closely related because any
faults in the network reduce performance and because both require network monitoring. Today, most
networks use a combination of managed devices to monitor the network and issue alarms and a help
desk to respond to user problems. Problem tracking allows the network manager to determine
problem ownership or who is responsible for correcting any outstanding problems. Problem statistics
are important because they are a control device for the network operators as well as for vendors.
Providing End User Support Providing end user support means solving whatever network
problems users encounter. Support consists of resolving network faults, resolving software problems,
and training. Software problems often stem from lack of user knowledge, fundamental problems with
the software, or an incompatibility between the software and the network’s software and hardware.
There are often several levels to problem resolution. End user training is an ongoing responsibility of
the network manager. Training usually has two parts: in-class instruction and the documentation and
training manuals that the user keeps for reference.
Cost Management As the demand for network services grows, so does its cost. The TCO for typical
networked computers is about $7,000 per year per computer, far more than the initial purchase
price. The network management cost (omitting “wasted” time) is between $1,500 and $3,500 per
year per computer. The largest single cost item is staff salaries. The best way to control rapidly
increasing network costs is to reduce the amount of time taken to perform management functions,
often by automating as many routine ones as possible.
KEY TERMS
agent
Akamai
alarm
alarm storm
application management software
application shaping
availability
bandwidth limiter
bandwidth shaper
cache engine
capacity management
charge-back policy
clusters
configuration management
content caching
content delivery
content delivery provider
content engine


clusters
configuration management
content caching
content delivery
content delivery provider
content engine
cost management
desktop management
device management software
downtime
end user support


fault management
firefighting
help desk
load balancer
managed device
managed network
management information base (MIB)
mean time between failures (MTBF)
mean time to diagnose (MTTD)
mean time to fix (MTTF)
mean time to repair (MTTR)
mean time to respond (MTTR)
monitor
network cost of ownership (NCO)
network documentation
network management
network management software
network monitoring
network operations center (NOC)
performance management
policy-based management
problem statistics
problem tracking
real TCO
remote monitoring (RMON)
RMON probes
root cause analysis
service farm
service-level agreement (SLA)
Simple Network Management Protocol (SNMP)
system management software
total cost of ownership (TCO)
traffic shaper
traffic shaping
trouble ticket
uptime
virtual server
QUESTIONS


1. What skill does a network manager need?
2. What is firefighting?
3. Why is combining voice and data a major organizational challenge?
4. Describe what configuration management encompasses.
5. People tend to think of software when documentation is mentioned. What is documentation in a
network situation?
6. What is desktop management, and why is it important?
7. What is performance and fault management?
8. What does a help desk do?
9. What do trouble tickets report?
10. Several important statistics related to network uptime and downtime are discussed in this chapter.
What are they, and why are they important?
11. What is an SLA?
12. How is network availability calculated?
13. What is problem escalation?
14. What are the primary functions of end user support?
15. What is TCO?
16. Why is the TCO so high?
17. How can network costs be reduced?
18. What do network management software systems do and why are they important?
19. What is SNMP and RMON?
20. Compare and contrast device management software, system management software, and application
management software.
21. How does a load balancer work?
22. What is server virtualization?
23. What is policy-based management?
24. What is capacity management?
25. How does content caching differ from content delivery?
26. How does network cost of ownership (aka real TCO) differ from total cost of ownership? Which is the
most useful measure of network costs from the point of view of the network manager? Why?
27. Many organizations do not have a formal trouble reporting system. Why do you think this is the case?
EXERCISES
A. What factors might cause peak loads in a network? How can a network manager determine if they are


important, and how are they taken into account when designing a data communications network?
B. Today’s network managers face a number of demanding problems. Investigate and discuss three
major issues.
C. Research the networking budget in your organization and discuss the major cost areas. Discuss
several ways of reducing costs over the long term.
D. Explore the traffic on the networks managed by the Indiana University NOC as noc.net.internet2.edu.
Compare the volume of traffic in two networks and how close to capacity the networks are.
E. Investigate the latest versions of SNMP and RMON and describe the functions that have been added


in the latest version of the standard.
F. Investigate and report on the purpose, relative advantages, and relative disadvantages of two network
management software tools.
G. If a common carrier guarantees 99% reliability, how many hours a year will the circuit be down? How
about 99.5%, 99.9%, 99.99%? Improved reliability comes with increased cost. What is the minimum
reliability most firms should consider?
MINICASES
I. City School District, Part 1 City School District is a large, urban school district that operates 27
schools serving 22,000 students from kindergarten through grade 12. All schools are networked into
a regional WAN that connects the schools to the district central office and each other. The district has
a total of 5,300 client computers. The following table shows the annual costs. Calculate the real TCO
(without wasted time).
Budget Item
Annual Cost
IT staff salaries
$7,038,400
Consultants
1,340,900
Software
657,200
Staff training
545,900
Client computers
2,236,600
Servers
355,100
Network
63,600
Supplies and parts
2,114,700
II. City School District, Part 2 Read and complete Minicase I. Examine the TCO by category. Do you
think that this TCO indicates a well-run network? What suggestions would you have?
III. Central Textiles Central Textiles is a clothing manufacturer that operates 16 plants throughout the
southern United States and in Latin America. The Information Systems Department, which reports to
the vice president of finance, operates the central mainframe and LAN at the headquarters building
in Spartanburg, South Carolina, and the WAN that connects all the plants. The LANs in each plant


are managed by a separate IT group at each plant that reports to the plant manager (the plant
managers report to the vice president of manufacturing). The telephone communications system and
long-distance agreements are managed by a telecommunications department in the headquarters
that reports to the vice president of finance. The CEO of Central Textiles has come to you asking
about whether this is the best arrangement, or whether it would make more sense to integrate the
three functions under one new department. Outline the pros and cons of both alternatives.
IV. Indiana University Reread Management Focus 12-5. Take another look at Figure 12-1. If this is a
typical traffic pattern, how would you suggest that they improve performance?
TECH UPDATES
In every chapter, we will offer a couple of ideas to investigate. Pick one of these topics to investigate.
Topic A: Emergence of the 5G Network
With major carriers rolling out (or promising to roll out) a 5G network, what does all this mean? What
exactly is 5G and how will it affect our daily lives? Is every 5G network the same? What is required to
produce such a network and why is it only available in the places that it is?
Topic B: Network Management
Between wireless networks in the workplace, cellular networks, and home networks, all must be designed


in such a fashion that suits their respective breadth and usage case. How does a manager decide what to
employ, how to employ it, and monitor to assure reliability and high performance? What is Network
Management Software and how is it used? What is the cost? Does it still need to be monitored by a
human? How so?
Deliverables
Your job will be to prepare a presentation/video (7–10 minutes long) that addresses the topic and
provides information on the following items:
1. Title Slide
2. Short description of the topic
3. Main players—these could be people, processes, software, hardware, etc.
4. How it works—use a lot of pictures and be as technical as possible; create this part as a tutorial so that
your audience can follow along
5. How does it relate to material covered in class so far (and in the future)
6. Additional material/books/links where to learn more about this topic
7. Credits
8. List of References
9. Memo addressed to your professor describing all of the above information
HANDS-ON ACTIVITY 12A
Monitoring Solar Winds Network
One of the key tasks of network management is monitoring the network to make sure everything is
running well. There are many effective network monitoring tools available, and several have
demonstrations you can view on the Web. One of my favorites is solarwinds.net. They have a live
demonstration of their network management software available at npm.solarwinds.net. Log in with the
provided guest access.
Figure 12-14 shows the top portion of the demo page. It shows a map of the network with circuits and
locations color-coded. On the left side of the screen is a list of all nodes showing their status (green for


good, yellow for some problems, and red for major problems), although the colors are hard to see in the
figure. The bottom left part of the figure shows the busiest servers. The bottom right of this figure shows
the nodes with problems so that a network manager can quickly see problems and act to fix them. For
example, the sales switch is down.


FIGURE 12-14 SolarWinds network management software, used with permission
Figure 12-15 shows the next part of the page after I scrolled down. We now see two pie charts on the right
side that show application health (which indicates that the software is an application management
package as well as a network management package) and hardware health. You can click on any of the
application or hardware categories to see which applications/hardware are in which status category. The
table below these two pie charts shows the processes using the most memory, while the pie chart on the
right shows the busiest circuits (top five conversations). You’ll note that the software is also a
configuration management package because below this pie chart there is a list of the last configuration
changes.


FIGURE 12-15 SolarWinds network management software, used with permission
Figure 12-16 shows the next part of the page. This includes the disk space that is close to capacity and a
summary of recent events. This software also integrates the help desk software, so it displays help desk
requests that have not yet been completed, in order of priority. At the bottom of the screen is a weather
radar map because weather often causes network issues.
This page is a summary page. Every element on the page can be clicked to go to the detail page to get more
information about any item on the page.


FIGURE 12-16 SolarWinds network management software, used with permission
Deliverables
1. What problem alerts are currently displayed for the SolarWinds network?
2. What are the top three nodes by CPU load? What are the top three conversations?
3. How many applications are in critical condition? Name one.
4. What is one help desk ticket that has not been completed?
HANDS-ON ACTIVITY 12B
Monitoring AT&T’s WAN
AT&T permits you to monitor their Global IP network. Go to ipnetwork.bgtmo.ip.att.net and click on Take
A Look At Your Worldwide Network.
You’ll see a screen that displays all the circuits at each of the major PoPs in their global IP network. You
can select a city and see the round-trip delay (from the city to the other city and back again). It also
displays the percentage of packets that have been lost in transit (due either to errors or overloading of


circuits).
The tabs across the top of the screen (e.g., Network Delay, Network Loss, Averages) show summary data
across the entire network.
Deliverables
1. What is the current latency and packet loss between Dallas and Austin?
2. What is the current latency and packet loss between Phoenix and New York?
HANDS-ON ACTIVITY 12C
Apollo Residence Network Design
Apollo is a luxury residence hall that will serve honors students at your university. We described the
residence in Hands-On Activities at the end of Chapters 7–11. In this activity, we want you to revisit the
LAN design (Chapter 7), backbone design (Chapter 8), WAN design (Chapter 8), Internet design (Chapter
10), and security design (Chapter 11) and then add the design for good network management (this
chapter).
Deliverable
Your team was hired to design the network for the Apollo residence. Design the entire network, including
LANs, backbones, WAN, Internet, security, and network management. You will need to refer to the
Hands-On Activities in Chapters 7–11 as well as this one. Figure 12-17 provides a list of possible hardware
and software you can add, in addition to the equipment lists in these activities in previous chapters. Note
that you can’t just “add SNMP” to any device; instead, this is the difference in cost between the
“unmanaged” devices listed in prior chapters and “managed” devices we’ve discussed in this chapter.


FIGURE 12-17 Equipment list


INDEX
w1 GbE, 193–4
10 GbE, 193–4
10/100/1000 Ethernet, 193–4
10Base-T, 193–4
100Base-T, 193–4
1000Base-T, 193–4
40 GbE, 193–4
802.11ac, 197
802.11ax, 197–8
802.11i, 198
802.11n, 197
A
accept, risk, 301
access control list (ACL), 138, 234–5, 315
access layer, 163
access points (AP), 187
associating with, 195
access request technique, 92
access VPN, 255
account, user, 329
acknowledgments (ACK), 102, 120
Active Directory Service (ADS), 189
active scanning, 195
adaptive differential pulse code modulation (ADPCM), 81–2
adaptive routing. See dynamic routing
address field, 102
addressing
address resolution, 129–31
server name resolution, 129–31
application layer address, 129
assigning addresses, 124–9
classless addressing, 126
data link layer address, 124
resolution, 131
dynamic addressing, 128–9


network layer address, 124
subnets, 127–8
address resolution, 129–31
Address Resolution Protocol (ARP), 131, 151
Advanced Encryption Standard (AES), 325
adware, 323
Akamai, 360–1
alarm, 353
message, 353
storm, 354
algorithm, 324
alternate mark inversion (AMI), 74
American National Standards Institute (ANSI), 15
American Standard Code for Information Interchange (ASCII), 71
amplifiers, 96
amplitude, 75
amplitude modulation (AM), 75
amplitude shift keying (ASK), 76
analog data, 60
analog to digital transmission, 79–80
analog transmission, 75
of digital data
capacity of a circuit, 78
modems, 78–9
modulation, 75–8 (See also individual entry)
anatomy, routing, 137–8
anomaly detection, 334
antivirus software, 305, 320
Apollo Residence, 348–9
backbone networks (BNs), 234–6
Internet, 291
network management, 385
wide area network (WAN), 273
application architectures, 28
application logic, 29
choosing, 36–7
client-based, 29
client-server, 30–3
cloud-based, 29


cloud computing, 28, 33–5
data access logic, 28
data storage, 28
host-based, 29
peer-to-peer (P2P), 35–6
presentation logic, 29
application layer, 10, 11, 27–58
address, 123, 124, 129
cyber security, implications, 48–9
desktop videoconferencing, 47–8
electronic mail (email), 41
email working, 41–4
multipurpose internet mail extension, 45
SMTP packet, 44
Telnet, 46
videoconferencing, 47–8
World Wide Web
HTTP request, 38–9
HTTP response, 39–40
web working, 37–8
application layer address, 123
application-level firewall, 316
application logic, 29
application management software, 354–5
application security, 48
application shaping. See policy-based management
application systems, 169
architecture DSL, 279
ARP cache, 142
asset, 298
assigning addresses, 124–9
association, 195
asymmetric DSL (ADSL), 279–80
asymmetric encryption, 323
asynchronous transmission, 101
AT&T, 385
Attacks tab, 25
attenuation, 95–6
authentication, 326. See also user authentication


authentication server, 332
authoritative name server, 130
automated software delivery. See desktop management
Automatic Repeat reQuest (ARQ), 99, 120
autonomous system, 134, 276
auxiliary port, 137
availability, 294, 355, 367
avoiding disaster, 310
B
backbone cabling, 64
backbone networks (BNs), 3, 7, 8, 220–42. See also routed backbones; switched backbones; virtual LANs
(VLANs)
best practice backbone design, 232–3
cyber security, 234–5
design, 232–3
performance improvement, 233–4
circuit capacity, 234
device performance, 233–4
network demand, 234
routed backbones, 224–6
switched backbones, 221–4
virtual LAN (VLAN), 227
benefits of, 227–9
working, 229–32
Back Orifice, 322
backup controls, 311
bandwidth, 78
bandwidth limiter/bandwidth shapers. See capacity management
baseline, 168
baselining, 169
basic modulation, 76
baud rate, 78
beacon frame, 195
Best Buy, 361
biometric systems, 332
bipolar signal, 73
BitLocker, 344
bit rate, 78


bits per second (bps), 78
body, SMTP packet, 44
Boingo hot spots, 68
Border Gateway Protocol (BGP), 135
border router, 134
bottleneck, 172, 208
Boyle Transportation, 70
bring your own device (BYOD), 18
broadband technologies, 279
broadcast messages, 126
browser-based approach, 18
browser-based technologies, 18
brute-force attacks, 324
building backbone network, 163
building-block network design process, 166
cost assessment, 166–7, 175
needs analysis, 166
technology design, 166, 171–4
building entrance, 64
burst error, 94
business continuity, ensuring, 294. See also Denial-of-Service (DoS) protection
Denial-of-Service protection, 305–8
device failure protection, 309–10
disaster protection, 310–12
fault-tolerant servers, 310
theft protection, 308–9
virus protection, 304–5
business continuity plan, 294
bus topology, 190
byte, 71
C
cable modem, 280–2
architecture, 281–2
optical-electrical (OE) converter, 281
types of, 282
cable modem termination system (CMTS), 282
cable plan, LAN, 200
cables, 6


cabling, LAN, 200
campus backbone network, 163
Canadian Radio-Television and Telecommunications Commission (CRTC), 244
capacity management, 358
capacity of a circuit, 78
capacity planning, 171
Captain D’s (multicast), 136
career opportunities in communications, 4
Carrier Sense Multiple Access with Collision Avoidance (CSMA/CA), 194–5
Carrier Sense Multiple Access with Collision Detection (CSMA/CD), 193
carrier wave, 75
Cat 5/Cat 5e cable, 88–9
categorizing network needs, 170
Cat 5e patch cable, 90
central authentication, 332
central distribution facility (CDF), 221
centralized routing, 133
certificate, 332
certificate authority (CA), 327
channel, 184
channel service unit (CSU), 245
character, 71
charge-back policies, 375
chassis switch, 221–2
checksum technique, 98
choosing architectures, 36–7
CIA. See confidentiality, integrity, and availability
ciphertext, 326
circuit configuration, 61
circuit loading, 172
circuits, 6, 60
capacity, 210
backbone networks (BNs), 234
bandwidth, 78
data rate (or bit rate), 78
WAN, 262
capacity, improving, 210
configuration, 61–2
data flow, 62


dedicated circuits, 61
designing, 171–3
bottleneck, 172
capacity planning, 171
circuit loading, 172
full-duplex transmission, 62
half-duplex transmission, 62
loading, 172
multiplexing, 62–5
multipoint circuit, 61–2
network design, 171–3
point-to-point circuit, 61
simplex transmission, 62
turnpike effect, 172
multiplexing, 62–5
Cisco Internetwork Operating Systems (IOS), 137
classless addressing, 126
clear to send (CTS), 196
client, 6
client-based architectures, 29, 30
client computer, 183
client protection, 320–3
clients and servers, network design, 171
client-server architectures, 29, 30–3
n-tier architecture, 31–2
thin clients versus thick clients, 33
three-tier architecture, 31, 32, 42–4
two-tier architecture, 31, 41
cloud-based architecture, 29, 33
cloud computing architectures, 33–5, 36–7
cloud computing deployment models, 28
cloud providers, 28
community cloud, 28
hybrid cloud strategy, 28
private cloud, 28
public cloud, 28
pure strategy, 28
cloud computing with Salesforce.com, 36
cloud Email, 39


cloud providers, 28
clusters, 357
coaxial cable, 65–6
code/coding scheme, 71
codecs, 60, 79
coding
byte, 71
character, 71
code, 71
scheme, 71
collision, 193
collision detection (CD), 193
collision domain, 190
committed information rate (CIR), 251–2
common carriers, 161, 164, 243
Common Object Request Broker Architecture (CORBA), 31
communication media
coaxial cable, 65–6
fiber-optic cable, 66–7
guided media, 65
media selection factors, 70–1
cost, 70
error rates, 71
security, 70
transmission distance, 70
transmission speeds, 71
type of network, 70
microwave, 68
radio, 67
satellite transmission, 68–70
twisted pair cable, 65–6
community cloud, 28
components, LAN
network circuits, 184–5
network hubs, switches, and access points, 185–8
network interface cards (NIC), 183
network operating systems (NOS), 188–9
computer
encryption, 344–6


security, 343–4
TCP/IP settings, 140
Computer Emergency Response Team (CERT), 293
computer forensics, 336
confidentiality, 294
confidentiality, integrity, and availability (CIA), 294
configuration management, 361
desktop management, documentation, 362–4
software documentation, 363
user and application profiles, 363
network and client computers, 361–2
connectionless messaging, 120, 122–3
connection-oriented messaging
four-way handshake, 122
three-way handshake, 120
console port, 137
content caching, 358–60
content delivery, 360
content delivery provider, 360
content engine/cache engine, 358–60
contention, 92
continuous ARQ, 102, 121–2
continuous data protection (CDP), 311
control field, 102
controlled access, 92–3
control plane, 259
controls, 295. See also network controls
document existing, 301–4
controls, network
corrective controls, 296
detective controls, 295–6
preventive controls, 295
core layer, 163
corrective controls, 296
corrupted data, 94
cost assessment, network design, 166–7, 174–6
deliverables, 180
request for proposal (RFP), 175
selling the proposal to management, 175–6


cost management, 373
reducing costs, 375–7
automation, 377
by developing standards, 376
moving to thin-client or cloud-based architectures, 377
reducing the time spent installing new hardware and software, 364
sources of costs, 373–5
cost, media, 70
crackers, 313
cross-talk, 95
cryptography, 323
customer premises equipment (CPE), 279
cut-through switching, 192
cyber security
application layer, 48–9
backbone networks (BNs), 234–5
data communications, 20–1
data link layer, 106–7
internet, 285
local area networks (LANs), 210
network design, 176–7
network layer and transport layer, 145
network management, 377–8
network security, 330
physical layer, 83
wide area network (WAN), 262
cybersecurity programs and certifications, 342
cyclic redundancy check (CRC), 98
D
data access logic, 28
data center, 163
designing, 203–5
data communications, 1–26
basic concepts, 1–26
career opportunities, 4
future trends, 18–20
history of, 1–26
1800s, 2


1900s, 2
first Industrial Revolution, 2
second Industrial Revolution, 2
data compression, 79
Data Encryption Standard (DES), 324
triple DES (3DES), 325
data flow, in circuits, 62
datagrams, 117
data link layer, 9–11, 13, 15, 17, 21, 91–113. See also error control; media access control (MAC)
address, 131
cyber security, 106–7
data link protocols
asynchronous transmission, 101
synchronous transmission, 101–4
error control
error correction via retransmission, 98
error detection, 97–8
error prevention, 96–7
forward error correction, 98–9
in practice, 99
sources of errors, 94–6
logical link control (LLC) sublayer, 91–2
media access control (MAC) sublayer, 92
contention, 92
controlled access, 92–3
relative performance, 93–4
transmission efficiency, 104–6
data link layer address, 124
Data Link Layer Address Resolution, 131
data link protocols
asynchronous transmission, 101
Ethernet, 102–3
Link Access Protocol-Balanced (LAP-B), 102
point-to-point protocol (PPP), 103–4
synchronous data link control (SDLC), 102
synchronous transmission, 101–4
Data over Cable Service Interface Specification (DOCSIS) standard, 280–1, 282
data plane, 259
data rate (or bit rate), 78


data security, physical security, 319
data service unit (DSU), 245
data storage, 28
DDoS agents, 306, 323
DDoS handler, 306
decimal values to binary (and vice versa), 156–7
decryption, 323
dedicated-circuit networks, 61, 244–50
basic architecture, 245–8
full-mesh architecture, 247
mesh architecture, 247–8
partial-mesh architecture, 247
ring architecture, 246, 247
services
SONET, 249
T-carrier, 248–50
star architecture, 246–7, 248
synchronous optical network (SONET), 249
dedicated circuits. See point-to-point circuit
dedicated-circuit services, 248
de facto standard, 15
defer, risk, 301
de jure standardization process, 15
acceptance stage, 15
identification of choices stage, 15
specification stage, 15
deliverables, 176
demilitarized zone (DMZ), 317
Denial-of-Service (DoS) protection, 305–8
agent, 306, 323
attack, 305–8
handler, 306
traffic analysis, 307
traffic anomaly analyzer, 307
traffic anomaly detector, 307
traffic filtering, 306
traffic limiting, 306
designated router, 134
design, backbone networks (BNs), 232–3


design, LAN
data center, 203–5
e-commerce edge, 206
SOHO environment, 206–7
user access with wired Ethernet, 200
user access with wireless Ethernet, 200–3
design, network
managed networks, 353–7
managing network traffic, 357–8
reducing network traffic, 358–61
desirable requirements, 170
Desktop-as-a-Service (DaaS), 49
desktop management, 337, 362
Desktop Management Interface (DMI), 362
desktop videoconferencing, 47–8
destination port address, 118
destruction, 294
detective controls, 295
device, backbone networks (BNs), 233–4
device failure protection, 309–10
device management software, 354
device performance, WAN, 261
digital subscriber line (DSL), 65
architecture, 279
asymmetric DSL (ADSL), 279
DSL access multiplexer (DSLAM), 279
local loop, 279
main distribution facility (MDF), 279
modem, 279
types of, 279
digital transmission, 65
of analog data, 60
instant messenger transmitting voice data, 81–2
telephones transmitting voice data, 80–1
translating from analog to digital, 79–80
Voice over Internet Protocol (VoIP), 82
of digital data
bipolar signaling, 73
coding, 71–2


digital transmission, 73–4
Ethernet, 74–5
ISO 8859, 71
transmission modes, 72–3
unicode, 71
directional antenna, 187
disaster protection, 310–13. See also intrusion prevention
avoiding disaster, 310
backup, 311
continuous data protection (CDP), 311–12
disaster recovery, 310–11
online backup services, 312
recovery controls, 311
disaster recovery drill, 312
disaster recovery firms, 313
disaster recovery outsourcing, 313
disaster recovery plan, 310–11, 312
discard eligible (DE), 251–2
disk mirroring, 310
disruptions, 294
distance vector dynamic routing, 133
distortion, 94
Distributed Computing Environment (DCE), 31
distributed coordination function (DCF), 195
distributed denial-of-service (DDoS) attack, 305
distribution hub, 282
distribution layer, 163
distribution list, 41
DNS recursion attacks, 308
DNS request, 155–6
DNS response, 155–6
documentation, 362–4
document existing controls, 301–4
domain controllers, 189
domain names, 125
Domain Name Service (DNS) server, 129
working of, 130
double current signal, 74
downtime, 368


DSL access multiplexer (DSLAM), 279
DSL modem, 279
dual-band access point, 197
dynamic addressing, 128–9
Dynamic Host Configuration Protocol (DHCP), 129
dynamic routing
distance vector dynamic routing, 133
hops, 133
link state dynamic routing, 133
E
eavesdropping, 319
echoes, 95
e-commerce edge, 164, 206
designing, 206
efficiency, 97
EIA/TIA 568-B, 64
electricity, 72
Electronic Industries Alliance (EIA), 64
electronic mail (email), 41
email working, 41–4
mail transfer agent, 41
mail user agent, 41
multipurpose internet mail extension, 45
SMTP packet, 44
three-tier thin client-server architecture, 31, 32, 42–4
tracing your, 53–5
two-tier email architecture, 31, 41
Web-based email, 42
working of, 41–4
electronic software delivery. See desktop management
eMail Tracker Pro, 53
Encapsulating Security Payload (ESP) packet, 257
encapsulation, 14
encryption, 323–8
asymmetric, 323
authentication, 326–8
Data Encryption Standard (DES), 324
mode, selecting/starting, 345


public key, 325–6
single-key, 324
software
IPSec transport mode, 328
IPSec tunnel mode, 328
IP Security Protocol (IPSec), 328
Pretty Good Privacy (PGP), 328
symmetric, 323, 324
triple DES (3DES), 325
encryption lab, 346–8
encryption software Pretty Good Privacy (PGP), 328
end user support, 371
end user training, 372–3
resolving problems, 371
training, 372–3
Enhanced Interior Gateway Routing Protocol (EIGRP), 136
enterprise campuses, 163
enterprise edge, 164
enterprise management software. See system management software
entrapment techniques, 336
equipment room (ER), 64
error control, 94–100
error correction via retransmission, 98
error detection, 97–8
error prevention, 96–7
forward error correction, 98–9
in practice, 99
sources of errors, 94–6
wired Ethernet, 208
error correction via retransmission, 98
error detection, 97–8
checksum, 98
cyclic redundancy check (CRC), 98
even parity, 98
odd parity, 98
parity bit, 97
parity check, 97
error prevention, 96–7
amplifiers, 96


moving cables, 96
repeaters, 96
shielding, 96
error rates, 94
media, 70
errors, sources of, 94–6
attenuation, 95–6
cross-talk, 95
distortion, 94
echoes, 95
impulse noise, 95
intermodulation noise, 96
line noise, 94–5
white noise or Gaussian noise, 95
Ethernet, 74–5, 189–90. See also wired Ethernet; wireless Ethernet
TracePlus, 215–16
Ethernet (IEEE 802.3), 102–3
types
10Base-T, 193–4
100Base-T, 193–4
1000Base-T, 193–4
10/100/1000 Ethernet, 193–4
wardriving, 217–18
Ethernet II, 103
Ethernet services, WAN, 252–3
even parity, 98
exterior routing protocols, 134
extranets, 8
extranet VPN, 255
F
failure control function, 366–8
help desk, 366
problem statistics, 367
problem tracking, 367
trouble tickets, 367
failure statistics
availability, 368
downtime, 368


mean time between failures (MTBF), 368
mean time to diagnose (MTTD), 369
mean time to fix (MTTF), 369
mean time to repair (MTTR), 369
mean time to respond (MTTR), 369
fault management. See also performance and fault management
failure control function, 366–8
fault-tolerant servers, 310
Federal Communications Commission (FCC), 244
fiber node, 281
fiber-optic cable, 66, 184
multimode, 66
single-mode, 67
fiber to the home (FTTH), 282–3
file server, 6
FileVault, 347
financial, business impacts, 297
finger of death attacks, 308
firefighting, 352
firewall, 315
application-level, 316
architecture, 317
eavesdropping, 319
network address translation (NAT) firewalls, 316–17
packet-level, 315–16
physical security, 308, 317–19
to protect networks, 315
secure switch, 319
sniffer program, 319
flag, 102
flow control, 121
forward error correction, 98–9
working of, 99
forwarding table, 191
four-way handshake, 122
fractional T1 (FT1), 249
fragment-free switching, 192
frame(s), 101, 190
frame check sequence field, 102


frame relay services, WAN, 251
frame size, 106
frequency, 63, 75
frequency division multiplexing (FDM), 63, 96
frequency modulation (FM), 75, 76
frequency shift keying (FSK), 76
full-duplex transmission, 62
full-mesh architecture, 247
functions
linking to the application layer, 118–19
segmenting, 119–20
session management, 120–3
G
gateway, 139
Gaussian noise, 95
geographic scope, 168
geosynchronous satellite transmission, 68
gigapops, 284
5G network, emergence of, 381
Go-Back-N ARQ, 121
Greater Cleveland Regional Transit Authority (GCRTA), 251
guided media, 65
H
hackers, 313, 342
hacking, 293
hacktivism, 293
half-duplex transmission, 62
Hamming code, 99
Hardware as a Service (HaaS), 35
hardware layers, 11
hardware, server performance, 208–10
headend, 282
header, SMTP packet, 44
Health Insurance Portability and Accountability Act (HIPAA), 293
help desk, 366
hidden node problem, 195–6
hierarchical backbones. See routed backbones


high-level data link control (HDLC), 102
honey pot, 336
hops, 133
horizontal cabling, 64
host-based architectures, 29
problems with, 29
host-based IPS, 333
H.320 standard, 48
H.323 standard, 48
HTTP request, 38–9
HTTP response, 38–40
hub-based Ethernet, 190
hub polling, 93
hubs, 185–8
human errors, 94
hybrid cloud strategy, 28
hybrid fiber coax (HFC), 281
Hypertext Markup Language (HTML), 39
Hypertext Transfer Protocol (HTTP), 12, 38, 112–13, 122, 143
HTTP request, 38–9
HTTP response, 38–40
inside HTTP request
request body, 38
request header, 38
request line, 38
inside HTTP response
response body, 40
response header, 40
response status, 39
I
ICMP attacks, 308
IEEE 802.3. See also Ethernet (IEEE 802.3)
IEEE 802.11. See also wireless Ethernet
IEEE 802.3ac, 102
IEEE 802.1q standard, 229
IEEE 802.3, 189. See also Ethernet (IEEE 802.3)
IEEE 802.11, 194. See also wireless Ethernet
impact score, 301


improvements, identify, 304
improving performance, 370–1
impulse noise, 95
information bits, 105
information frame, 102
information warfare program, 313
Infrastructure as a Service (IaaS), 35
Instant Messenger, 81–2
instant messenger transmitting voice data, 81–2
Institute of Electrical and Electronics Engineers (IEEE), 17
integrity, 294
interexchange carrier (IXC), 91, 94, 244
interface, 131
Interior Gateway Routing Protocol (IGRP), 136
interior routing protocols, 134
Intermediate System to Intermediate System (IS-IS), 135
intermodulation noise, 96
International Organization for Standardization (ISO), 15
International Telecommunications Union-Telecommunications Group (ITU-T), 15
Internet, 27, 274–91
basic architecture, 275–6
connecting to an ISP, 277–8
cyber security, 285–6
future of, 274–7
building the future, 284–5
gigapops, 284
Internet2, 284
Internet Engineering Task Force (IETF), 283
Internet governance, 283–4
Next Generation Internet (NGI), 284
governance, 283–4
Internet access technologies
cable modem, 280–2
digital subscriber line (DSL), 279–80 (See also individual entry)
fiber to the home (FTTH), 282–3
WiMax, 274
Internet as we know it today, 22, 25
Internet today, 278
ISPs, 275, 277–8


rise of, 292–3
routing on the, 134
speed test, 282, 290–1
working of, 275–8
Internet2, 367
Internet2®, 284, 285
Internet access, 164
Internet access component, 164
Internet access technologies
broadband technologies, 279
cable modem, 280–2
Digital Subscriber Line (DSL), 279–80 (See also individual entry; individual entry)
fiber to the home (FTTH), 282–3
WiMax, 274
Internet address classes, 125
Internet addresses, 125, 129
Internet Control Message Protocol (ICMP), 135
Internet Corporation for Assigned Names and Numbers (ICANN), 121, 125, 284
Internet domain names, 5
Internet Engineering Steering Group (IESG), 283
Internet Engineering Task Force (IETF), 16, 17, 283
Internet exchange points (IXPs), 275–6
Internet Group Management Protocol (IGMP), 137
Internet Key Exchange (IKE), 328
Internet Message Access Protocol (IMAP), 41, 42
Internet model, 9, 10–12
application layer, 11
data link layer, 11
groups of layers, 11–12
hardware layers, 11
internetwork layers, 11
network layer, 11
physical layer, 11
transport layer, 11
Internet of Things (IoT), 18–19
Internet Protocol (IP), 13, 117–18
Internet Protocol version 4 (IPv4), 117, 118, 125
Internet Protocol version 6 (IPv6), 117–18, 161
Internet Research Task Force (IRTF), 283


Internet Service Provider (ISP), 1, 254, 275, 277–8
autonomous system, 276
connecting to, 277–8
local ISPs, 275
national ISPs, 275
regional ISPs, 275
Internet Society, 283
internetwork layer, 11
Internetwork Operating Systems (IOS), 137
intranets, 8
intranet VPN, 255
intrusion, 295
intrusion prevention, 313–14. See also encryption; firewalls
adware, 323
client protection, 320–3
crackers, 313
encryption, 323–8
intrusion recovery, 335–6
IPSs, 333–5
operating systems, 321–2
perimeter security and firewalls, 314–19
preventing social engineering, 332–3
proactive principle in, 314
security holes, 320
security policy, 314
server and client protection, 320–3
server protection, 320–3
social engineering, 332–3
spyware, 323
Trojan horse, 322
types of intruders, 313
casual intruders, 313
hackers, 313
organization employees, 313
professional hackers, 313
user authentication, 329–32
intrusion prevention systems (IPSs), 333–5
anomaly detection, 334
host-based IPS, 333


misuse detection, 334
network-based IPS, 333
intrusion recovery, 335–6
computer forensics, 336
entrapment techniques, 336
honey pot, 336
inventory IT assets, 298
mission-critical application, 298
IPCONFIG command, 150
IPCONFIG/DISPLAYDNS command, 151
IPSec transport mode, 328
IPSec tunnel mode, 328
IP Security Protocol (IPSec), 248, 255, 328
IPSec transport mode, 328
IPSec tunnel mode, 328
IP services, WAN, 252
IPS management console, 333
IP spoofing, 315
IPS sensor, 333
IPv4 private address space, 126
ISO 8859, 71
ISO 13818-2, 48
K
Kerberos, 332, 333
key, 324
Key Distribution Center (KDC), 333
key management, 324
Kilo Hertz (kHz), 73
known addresses, 140–1
L
LAN administrator, 183
latency, 192, 261
layers, 8
layer 2 switches, 186, 191, 220
layer 2 tunneling protocol (L2TP), 255
layer 2 VPN, 255
layer 3 VPN, 255


legal, business impacts, 297
Lempel–Ziv encoding, 79
lightweight directory access protocol (LDAP), 189
line noise, 94
line splitter, 279
Link Access Protocol–Balanced (LAP-B), 102
Link Access Protocol for Modems (LAP-M), 121
link state dynamic routing, 133
load balancer, 357
load balancer/load balancing switch, 203
local area networks (LANs), 7, 8, 163, 182–219, 210, 218–19. See also wired Ethernet; wired LANs;
wireless LANs (WLANs)
best practice LAN design, 199–207
designing data center, 203–5
designing user access with wired Ethernet, 200–3
e-commerce edge, designing, 206
network-attached storage (NAS), 205
SOHO environment designing, 206–7
storage area network (SAN), 205
components
access points, 185–8
client computer, 183
directional antenna, 187
hubs, 185–8
network circuits, 184–5
network hubs, switches, and access points, 185–8
network interface cards (NIC), 183
network operating systems (NOS), 188–9
network profile, 189
omnidirectional antennas, 187
port, 185
power over Ethernet (POE), 187
switches, 185–8
twisted-pair cable, 185
user profile, 189
wireless access point, 187
cyber security, 210
design
data center, 203–5


e-commerce edge, 206
SOHO environment, 206–7
user access with wired Ethernet, 200
user access with wireless Ethernet, 200–3
performance improvement, 207–10
circuit capacity, 210
hardware, 209–10
network demand, reducing, 210
performance checklist, 209
redundant array of inexpensive disks (RAID), 209
server performance, 208–10
symmetric multiprocessing (SMP), 209–10
wired Ethernet
media access control, 192–3
topology, 190–2
types, 193
wireless Ethernet
frame layout, 196
media access control, 194–5
security, 198–9
topology, 194
types, 196–8
local exchange carrier (LEC), 244
local loop, 80, 279
logical circuit, 60
logical link control (LLC) sublayer, 91–2
logical network design, 168
logical topology, 190
loopback, 125
lost data, 94
M
MAC address, 106
MAC address filtering, 107, 199
MAC address spoofing, 107
macro viruses, 304
Mac, system preferences for, 346
mail server, 6
mail transfer agent, 41


mail user agent, 41
main distribution facility (MDF), 221, 279
malware, 81, 83, 299, 304, 305
managed APs, 202
managed devices, 353
managed networks, 353–7
alarm message, 353
application management software, 354–5
device management software, 354
network management software, 354
system management software, 354
management information base (MIB), 355
management-oriented reports, 369
management plane, 259
management port, 133, 137
management reports, 367–8
managing network traffic, 357–8
Manchester encoding, 75
mandatory requirements, 170
mapping a small network, 238–40
massively online, 19–20
maximum allowable rate (MAR), 251–2
mean time between failures (MTBF), 368
mean time to diagnose (MTTD), 368
mean time to fix (MTTF), 369
mean time to repair (MTTR), 368
mean time to respond (MTTR), 369
media access control (MAC), 92
access request technique, 92
address, 124
contention, 92
controlled access, 92–3
polling, 93
relative performance, 93–4
roll-call polling, 93
sublayer, 92
wired Ethernet, 193
wireless Ethernet, 194–6
media selection, 70–1


mesh architecture, 247–8
full-mesh architecture, 247
partial-mesh architecture, 247
message transmission using layers, 12–14
microwave transmission, 68
middleware, 31
mission-critical application, 298
misuse detection, 334
mitigate, risk, 301
mobile wireless, 274
modems, 60, 78–9
modems transmitting data, 78–9
data compression, 79
Lempel-Ziv encoding, 79
modulation, 75–8
amplitude modulation (AM), 75
basic modulation, 76
baud rate, 78
bit rate, 78
frequency modulation (FM), 76
phase modulation (PM), 76
quadrature amplitude modulation (QAM), 77
sending multiple bits simultaneously, 77
symbol rate, 78
two-bit amplitude modulation, 77
modules, 221–2
monitor, 364. See also network monitoring
MoSucker, 322
moving cables, 96
MPEG-2 standard, 48
MP3 files, 89
multicasting, 126, 136–7
multicast message, 136
multimode fiber-optic cables, 66
multiplexing, 62–5. See also individual entry
frequency division multiplexing (FDM), 63
statistical time division multiplexing (STDM), 63
time division multiplexing (TDM), 63
wavelength division multiplexing (WDM), 63


multipoint circuit, 61–2
multiprotocol label switching (MPLS), 252
Multipurpose Internet Mail Extension (MIME), 45
attachments in, 45
multiswitch VLAN, 227–8
multitenancy, 34
N
name servers, 129
NAT firewall, 317
national ISPs, 275
native apps, 18
needs analysis, network design, 166–71
application systems, 169
baseline, 168
categorizing network needs, 170
deliverables, 171
geographic scope, 168
logical network design, 168
network architecture component, 168–9
network needs, categorizing, 170
desirable requirements, 170
mandatory requirements, 170
wish-list requirements, 170
network users, 169
negative acknowledgment (NAK), 102, 120–1
network address translation (NAT) firewalls, 316
network and client computers, 361–2
network and transport layers, 114–61. See also addressing; routing
message transmission using layers, 115
protocols, 116–18
Internet Protocol (IP), 117–18
Transmission Control Protocol (TCP), 116–17
network architecture components, 163–4, 168–9
access layer, 163
building backbone network, 163
campus backbone, 163
distribution layer, 163
enterprise campuses, 163


network-attached storage (NAS), 205
network authentication. See central authentication
network-based IPS, 333
network cabling, 188
network controls, 295–6
network cost of ownership (NCO), 374
network demand, 210
backbone networks (BNs), 234
WAN, 262
network design, 162–81
building-block network design process, 166–7
cost assessment
deliverables, 176
request for proposal (RFP), 175
selling the proposal to management, 175–6
cyber security, 176–7
needs analysis
application systems, 169
categorizing network needs, 170
deliverables, 171
network architecture components, 168–9
network users, 169
network architecture components, 163–4
network design software, 180–1
SmartDraw software, 180
technology design
circuits, 171–3
clients and servers, 171
deliverables, 176
network design tools, 174
tools, 174
traditional network design process, 164–5
network design software, 180–1
network design tools, 174
network documentation, 362
network errors, 94
corrupted data, 94
lost data, 94
network hubs, 185–8


network interface card (NIC), 107, 183
network interface port, 137
network layer, 10, 11
network layer address, 124
network layer and transport layer, 114–61
addressing
address resolution, 129–31
assigning addresses, 124–9
cyber security, 145
functions
linking to the application layer, 118–19
segmenting, 119–20
session management, 120–3
known addresses, 140–1
protocols
Internet Protocol (IP), 117–18
Transmission Control Protocol (TCP), 116–17
routing
anatomy, 137–8
multicasting, 136–7
protocols, 134–6
types, 132–3
TCP connections, 142–3
TCP/IP and network layers, 143–4
unknown addresses, 141–2
network management, 352–85, 377–8, 381. See also configuration management; cost management; end
user support; fault management; managed networks; performance management
AT&T, 385
configuration management
documentation, 362–4
network and client computers, 361–2
cost management
reducing costs, 375–7
sources of costs, 373–5
cyber security, 377–8
design
managed networks, 353–7
managing network traffic, 357–8
reducing network traffic, 358–61


end user support
resolving problems, 371–2
training, 372–3
network managers
job requirements, 372
role, 353
network traffic, managing, 357–8
load balancing, 354
policy-based management, 357–8
performance and fault management
failure control function, 366–8
improving performance, 370–1
network monitoring, 364
performance and failure statistics, 368–9
software, 363
SolarWinds, 382–4
standards, 355
network management framework, 354
network management software, 354–5, 364
Network Management Standards, 355
network mapping software, 238
network models, 8–14
application layer, 10, 11, 13
data link layer, 13
layers, 8
pros and cons of using, 14
network layer, 13
physical layer, 13
transport layer, 13
network monitoring, 364
Network of Things (NoT), 18
network operating systems (NOS), 188–9
NOS Client Software, 188
NOS Server Software, 188
network operations manager, 226
network profile, 189
networks, data communications, 5–8
components of, 6–7
cables, 6


circuit, 6
client, 6
file server, 6
mail server, 6
peer-to-peer networks, 6
router, 6
server, 6
switch, 6
Web server, 6
types of, 7–8
backbone networks (BNs), 7, 8
local area networks (LANs), 7, 8
wide area networks (WANs), 7, 8
network security, 292–351. See also controls, network; intrusion prevention; risk assessment; sec urity
threats
basic control principles of, 299
business continuity
Denial-of-Service protection, 305–8
device failure protection, 309–10
disaster protection, 310–13
theft protection, 308–9
virus protection, 304–5
cyber security, 338
desktop management, 337
intrusion prevention
encryption, 323–8
intrusion recovery, 335–6
IPSs, 333–5
perimeter security and firewalls, 314–19
security policy, 314
server and client protection, 320–3
social engineering, 332–3
user authentication, 329–32
need for, 294
network controls, 295–6
physical security, 308–9
principles, 299
reasons for, 293
hacking, 293


hacktivism, 293
mobile devices exploitation, 293
risk assessment, 296
develop risk measurement criteria, 297–8
document existing controls, 301–4
identify improvements, 304
identify threats, 299–301
inventory IT assets, 298–9
security controls, 336–7
security threats, types of, 294–5
network security manager, 337
network segmentation, 210
network server(s), 188
network standards. See standards, network
network support technicians, 104
network traffic
reducing, 358–61
capacity management, 358
content caching, 358–60
content delivery, 360
network users, 169
Next Generation Internet (NGI) program, 284
NOS client software, 188
NOS server software, 188
NSLOOKUP, 151
n-tier architecture, 31–2
O
odd parity, 98
omnidirectional antennas, 187
one-time passwords, 331
online backup services, 312
Open Database Connectivity (ODBC), 31
Open Shortest Path First (OSPF), 135, 136
Open Systems Interconnection Reference (OSI) model, 8–10
application layer, 10
data link layer, 9–10
network layer, 10
physical layer, 9


presentation layer, 10
session layer, 10
transport layer, 10
operating systems, 321–2
Operationally Critical Threat, Asset, and Vulnerability Evaluation (OCTAVE), 296
optical network terminal (ONT). See optical network unit (ONU)
optical network unit (ONU), 282
Optix Pro, 323
Orchestration plane, 259
overhead bits, 105
overlay networks, 199
oversampling, 79
P
packet assembly/disassembly device (PAD), 250
packet-level firewall, 315
packet services, 251
packet-switched networks, 250
basic architecture, 250–1
packet-switched services, 250
Ethernet services, 252–3
frame relay services, 251–2
IP services, 246
MPLS services, 252
packet-switched services, 250
parallel transmission, 72–3
parity bit, 97
parity checking, 97–8
passive scanning, 195
passphrases, 330
password, 330
cracking, 329
one-time passwords, 331
selecting, 330
strong, 330
password managers, 330
patch, 320
patch cables, 221
Cat 5e, 90


peering, 276
peer-to-peer (P2P) architectures, 35–6
peer-to-peer networks, 6
performance management
backbone networks (BNs)
circuit capacity, 234
device, 233–4
network demand, 234
and failure statistics, 368–70
and fault management, 364
failure control function, 366–8
improving performance, 370–1
network monitoring, 364–6
performance and failure statistics, 368–70
LAN
circuit capacity, 210
network demand, 210
server performance, 208–10
WAN
circuit capacity, 261
device performance, 261
network demand, 262
perimeter security and firewalls, 314–19
permanent virtual circuits (PVCs), 251
PGP encryption, 349
PGP key generator, 348
phase, 75, 76
phase modulation (PM), 75–7, 76, 77
phase shift keying (PSK), 76
phishing, 332
physical carrier sense method. See distributed coordination function (DCF)
physical circuit, 60
physical layer, 9, 11, 13, 59–90
analog transmission of digital data
capacity of a circuit, 78
modems, 78–9
modulation, 75–8
circuits
circuit configuration, 61–2


data flow, 62
multiplexing, 62–5
communication media
coaxial cable, 65–6
fiber-optic cable, 66–7
microwave, 68
radio, 67
satellite, 68–70
twisted pair cable, 65–6
cyber security, 83
digital transmission of analog data
analog to digital, 79–80
Instant Messenger, 81–2
telephones, 80–1
VoIP, 82
digital transmission of digital data
coding, 71–2
digital transmission, 73–4
Ethernet, 74–5
transmission modes, 72–3
physical network design, 171
physical security, 308–9, 317–19
physical topology, 190
PING command, 151
plain old telephone service (POTS), 75
plaintext, 323
Platform as a Service (PaaS), 35
point coordination function (PCF), 195–6
point management software, 354
point of presence (POP), 251, 277–8
point-to-point circuit, 61
point-to-point protocol (PPP), 103–4, 124
Internet addresses, 125
polarity, 72
policy-based management, 357
polling, 93
hub polling, 93
roll-call polling, 93
port, 185


port address, 118–19
destination port address, 118
source port address, 118
Post Office Protocol (POP), 41, 57–8
powerline networking, 207
power over Ethernet (POE), 187
presentation logic, 29
Pretty Good Privacy (PGP) software, 328
preventive controls, 295
private cloud, 28
private IPv4 address space, 126
private key, 325
private line services, 244
probe frame, 195
problem prioritizing, 367
problem statistics, 367
management reports, 367–8
problem prioritizing, 367
problem tracking, 367
productivity, business impacts, 297
propagation delay, 68
protocol, 14, 38
Internet Protocol (IP), 117–18
routing, 134–6
Transmission Control Protocol (TCP), 116–17
protocol data, 28
Protocol Data Units (PDUs), 12, 21, 55, 91–2, 115
seeing PDUs in messages, 25–6
protocol stack, 14
public cloud, 28
public key, 325
public key encryption, 325
secure transmission with, 326
public key infrastructure (PKI), 325, 327–8
public utilities commission (PUC), 244
pulse amplitude modulation (PAM), 80
pulse code modulation (PCM), 81
pure strategy, 28
PuTTY, software packages, 46


Q
quadrature amplitude modulation (QAM), 77
Quality of Service (QoS), 123
quantizing error, 79
R
rack, 221
rack-mounted switched backbone network architecture, 222
radio, 67
Radio Frequency Identification (RFID), 46
radio transmission, 67
raindrop attenuation, 70
ransomware, 304, 324
RC4, 325
RealNetworks.com, 79
real TCO, 374
Real-Time Streaming Protocol (RTSP), 123
Real-Time Transport Protocol (RTP), 123
reclocking time, 62
recovery controls, 311
reducing costs, 375–7
reducing network traffic, 358–61
redundancy, 309
redundant array of independent disks (RAID), 204, 209, 302, 310
regional ISPs, 275–6
relative performance, 93–4
remote monitoring (RMON), 355–6
repeaters, 96
replication, 130
reputation, business impacts, 297
request body, HTTP request, 38
request for comments (RFCs), 16, 283
request for proposal (RFP), 175
request header, HTTP request, 38
request line, HTTP request, 38
request to send (RTS), 195–6
reserved addresses, 125
resolving name server, 130
Resource Reservation Protocol (RSVP), 123


response body, 40
response header, 40
response status, 39
response status, HTTP response, 39
retrain/reclocking time, 62
ring architecture, 246, 247
risk assessment (network security), 296. See also intrusion prevention
develop risk measurement criteria, 297–8
document existing controls, 301–4
frameworks, 296
identify improvements, 304
identify threats, 299–301
inventory IT assets, 298–9
risk measurement criteria, 297–8
financial, 297
legal, 297
productivity, 297
reputation, 297
risk mitigation, 301
risk score, 301
threats identification, 299–301
risk assessment frameworks, 296
risk control strategy, 301
risk measurement criteria, 297–8
risk mitigation, 301
risk score, 301
RMON probes, 356
roll-call polling, 93
root cause analysis, 354
rootkits, 322
root servers, 130
routed backbones, 224–6
architecture, 225
routers, 6, 131, 221
routing, 131–8
access control list (ACL), 138
anatomy, 137–8
border router, 134
centralized routing, 133


designated router, 134
dynamic routing, 133
on the Internet, 134
Internet Group Management Protocol (IGMP), 137
multicasting, 136–7
network manager connect to, 137
auxiliary port, 137
console port, 137
network interface port, 137
protocols, 134–6
routing protocols, 134–6
Border Gateway Protocol (BGP), 135
Enhanced Interior Gateway Routing Protocol (EIGRP), 136
exterior routing protocols, 134
Interior Gateway Routing Protocol (IGRP), 136
interior routing protocols, 134
Intermediate System to Intermediate System (IS-IS), 135
Internet Control Message Protocol (ICMP), 135
Open Shortest Path First (OSPF), 135
Routing Information Protocol (RIP), 135
static routing, 133
types, 132–3
Routing Information Protocol (RIP), 136
RSA. See public key encryption
S
safety, business impacts, 297
Salesforce.com, cloud computing with, 36
Sarbanes-Oxley Act (SOX), 293
satellite transmission, 68–70
geosynchronous, 68
scalability, 36
scanning, 195
Seattle Internet Exchange (SIX), 277
secure sockets layer (SSL), 328
secure switch, 319
security
media, 70
network (See network security)


wireless Ethernet, 197–8
security controls, 336–7
security holes, 299, 320, 321
security policy, 314
security threats
business continuity, 294
confidentiality, integrity, and availability (CIA), 294
disruptions, 294
types of, 294–5
unauthorized access, 295
segment, 115
segmenting, 119–20
Selective-Repeat ARQ, 121
selling the proposal to management, 175–6
sending multiple bits simultaneously, 77
serial transmission, 73
server, 6
server and client protection, 320–3
server farms, 31–2, 33–4, 357
server farms or clusters, 357
server name resolution, 129–31
server performance, 208–10
server protection, 320–3
server virtualization, 204
service-level agreement (SLA), 370
services logic, 29
session, 120
session management, 120–3
acknowledgment (ACK), 120
connectionless messaging, 120
connection-oriented messaging, 120
continuous ARQ, 121–2
flow control, 121
forward error correction, working, 99
Hamming code, 99
negative acknowledgment (NAK), 120–1
Quality of Service (QoS), 123
sliding window, 121
stop-and-wait ARQ, 120–1


shared circuit. See multipoint circuit
Shared Registration System (SRS), 284
share, risk, 301
shielded twisted-pair (STP) cable, 184
shielding, 96
Simple Mail Transfer Protocol (SMTP), 41, 43, 55–8, 115
inside SMTP packet, 44
SMTP transmission, 43
Simple Network Management Protocol (SNMP), 355, 356
simplex transmission, 62
simulation, 174
single-key encryption, 324
algorithm, 324
brute-force attacks, 324
key, 324
key management, 324
single-mode fiber-optic cables, 67
single sign-on. See central authentication
single-switch VLAN, 227
site survey, 201
sliding window, 102, 121
small-office, home-office (SOHO), 185
SOHO environment designing, 206–7
SmartDraw software, 180
SMTP header, 53
SMTP packet, 44
sniffer program, 319
social engineering, 299, 332–3
phishing, 332–3
preventing, 332–3
software, 208
software as a service (SaaS), 28, 34–5, 39
Software Defined WAN (SDWAN), 258–9
United Federal Credit Union (UFCU), 260
software, server performance, 208
SOHO environment, 206–7
Solarwinds Network, 382–4
SolarWinds network management software, 382–4
something you are, 330


something you have, 330
something you know, 330
source port address, 118
sources of costs, 373–5
sources of errors, 94–6
spikes, 95
spyware, 323
SQL injection, 48–9
Standards, 14
standards-making process, 15–17
American National Standards Institute (ANSI), 15
common standards, 17
de facto standards, 15
de jure standard, 15
acceptance stage, 15
identification of choices stage, 15
specification stage, 15
Institute of Electrical and Electronics Engineers (IEEE), 17
International Organization for Standardization (ISO), 15
International Telecommunications Union-Telecommunications Group (ITU-T), 15
Internet Engineering Task Force (IETF), 16, 17
network protocols becoming standards, 16
standards, network, 14–17
common standards, 17
importance of, 14–15
standards-making process, 15–17
star architecture, 246–7, 248
start bit, 101
start-stop transmission. See asynchronous transmission
static routing, 133
statistical time division multiplexing (STDM), 63
stop-and-wait ARQ, 120–1
stop bit, 101
storage area network (SAN), 32, 34, 205
store-and-forward switching, 192
structured cabling EIA/TIA 568-B, 64
subnet mask, 128
subnets, 127–8
subnetted backbones. See routed backbones


subnetting, 157–9
subnetting Class C Addresses, 159–61
supervisory frame, 102
switch, 6, 81
switch-based Ethernet, 191
cut-through switching, 192
fragment-free switching, 192
store and forward switching, 192
switched backbones, 221–4
chassis switch, 221–2
layer-2 switches, 220, 223
modules, 222
rack-mounted, 222
switched Ethernet network, 199
switched virtual circuits (SVCs), 251
switches, 180–2, 185–8, 221
switching, 185
VLAN switches, 221
symbol rate, 60–1, 78
symmetric encryption, 323, 324
symmetric multiprocessing (SMP), 209–10
synchronization, 101
synchronous data link control (SDLC), 102
synchronous digital hierarchy (SDH), 249–50
synchronous optical network (SONET) services, 249–50
synchronous transmission, 101–4
system management software, 354
T
T-carrier circuits, 248
T-carrier services, 248–9
fractional T1 (FT1), 249
T1 circuit, 249
T3 circuit, 249
T1 circuit, 249
T2 circuit, 249
T3 circuit, 249
T4 circuit, 249
TCP connections, 138–9, 142–3


TCP/IP and network layers, 143–4
TCP SYN Floods, 308
technical reports, 368
technology design, 166
technology design, network design
circuits, 171–3
clients and servers, 171
deliverables, 176
network design tools, 174
telecommunications closet, 64
Telecommunications Industry Association (TIA), 64
telephones transmitting voice data, 80–1
telephone system, 75, 80–1
Telnet, 46
theft protection, 308–9
thick client (fat-client) approach, 33
thin client approach, 33
threat scenarios, 300
threats identification, 299–301
three-tier architecture, 31, 32, 42–4
three-tier thin client-server architecture, 42–4
three-way handshake, 120
throughput, 105
TIA/EIA 568-A, 64
Ticket-Granting Ticket (TGT), 333
tier 1 ISPs, 275
tier 2 ISPs, 275
tier 3 ISPs, 276
time-based tokens, 334
time division multiplexing (TDM), 63, 96
token, 334
token passing, 93
top-level domain (TLD) server, 130
topology, 190
wired Ethernet, 189–92
wireless Ethernet, 194
total cost of ownership (TCO), 373–5, 376
real TCO, 374
TracePlus Ethernet, 215–16


Tracert
VPN, 269–72
TRACERT command, 153, 155
traditional network design process, 164–5
traffic analysis, 307
traffic anomaly analyzer, 307
traffic anomaly detector, 307
traffic filtering, 306
traffic limiting, 306
traffic shaper, 357
traffic shaping. See policy-based management
training, end user, 372–3
Transmission Control Protocol (TCP), 13, 112–13, 116–17
Transmission Control Protocol/Internet Protocol (TCP/IP), 116, 138–44, 150–5
ARP command, 151
DNS cache, 151–4
DNS Request, 155–6
DNS Response, 155–6
example
known addresses, 140–1
TCP connections, 142–3
TCP/IP and network layers, 143–4
unknown addresses, 141–2
IPCONFIG command, 150
and network layers, 143–4
NSLOOKUP command, 151
PING command, 151
TRACERT command, 153, 155
transmission distance, media, 70
transmission efficiency, 104–6
information bits, 105
overhead bits, 105
throughput, 106
transmission modes, 72–3
parallel transmission, 72–3
serial transmission, 73
transmission speeds, media, 71
transport layer, 10, 11, 13
transport layer functions, 118–23


linking to application layer, 118–19
segmenting, 119–20
session management, 120–3
Triple DES (3DES), 325
Trojan horse, 322
trouble tickets, 367
Tunnels, 254
turnaround time, 62
turnpike effect, 172
twisted pair cable, 65–6, 186
two-factor authentication, 331
two-tier architecture, 31, 41
email architecture, 41
type of network, media, 70
U
UDP attacks, 308
unauthorized access, preventing, 295
undersea fiber-optic cables, 64
unicast message, 136
Unicode, 71
uniform resource locator (URL), 37–8
uninterruptible power supply (UPS), 310
unipolar signal, 73
United Federal Credit Union (UFCU), 260
United States of America Standard Code for Information Interchange (USASCII), 71
UNIX process table attacks, 308
unknown addresses, 141–2
unshielded twisted-pair (UTP) cable, 184
uptime, 369
USB drive, 83
U.S. Department of Defense (DoD), 313
user access with wired Ethernet, 200
user access with wireless Ethernet, 200–3
user authentication, 329–32
authentication server, 332
biometrics, 332
central authentication, 332
certificate, 332


Kerberos, 332
one-time passwords, 331
passwords, 330
User Datagram Protocol (UDP), 117, 122–3
user profile, 329
V
V.44 compression, 79
videoconferencing, 47–8
desktop videoconferencing, 47–8
H.320, 48
H.323, 48
MPEG-2, 48
Webcasting, 48
virtual carrier sense method. See point coordination function (PCF)
virtual carrier sense method. See point coordination function (PCF)
virtual LANs (VLANs), 103, 227
benefits of, 227–9
LAN switches, 221, 232
multiswitch VLAN, 227, 229
single-switch VLAN, 227
VLAN-based backbone network architecture, 229
VLAN tag, 231
working, 229–32
virtual private network (VPN), 254
access VPN, 255
basic architecture, 254–5
extranet VPN, 255
Internet Service Provider (ISP), 254
intranet VPN, 255
layer-2 VPN, 255
Tracert, 269–72
tunnels, 254
types, 255
VPN gateway, 254
VPN software, 254
with Wireshark, 266–9
working, 256–8
virtual server, 357


viruses, 324
virus protection, 304–5
antivirus software, 305
macro viruses, 304
worm, 305
VLAN ID, 229, 232
VLAN switches, 221, 232
VLAN tag, 231
VLAN trunks, 231
Voice over Internet Protocol (VoIP), 18, 82
VPN gateway, 254
VPN software, 254–5
W
wardriving, 198, 217–18
warwalking, 218
wavelength division multiplexing (WDM), 63
Web-based email, 42
Web browser, 37
Webcasting, 48
Web server, 6, 37
white noise, 95
wide area network (WAN), 7, 8, 164, 243–73
best practice WAN design, 258–60
cyber security, 262
dedicated-circuit networks
basic architecture, 244–8
SONET services, 249
T-carrier services, 248–9
design, best practice recommendations, 258–60
choosing WAN Circuits, 259–60
SDWAN, 258–9
examining, 265–6
packet-switched networks
basic architecture, 250–1
Ethernet services, 252–3
frame relay services, 251–2
IP services, 246
MPLS services, 252


performance improvement, 261
circuit capacity, 261–2
device performance, 261
reducing network demand, 262
recommendations, 260
services, 259
virtual private network (VPN)
basic architecture, 254–5
types, 255
working, 255–8
Wi-Fi. See wireless Ethernet
Wi-FI 6, 197
Wi-Fi controller, 202
Wi-Fi light bulb, 199
Wi-Fi Protected Access (WPA), 198
WiMax (Worldwide Interoperability for Microwave Access), 274
Wired Equivalent Privacy (WEP), 198
wired Ethernet. See also wired Ethernet; wireless Ethernet
designing user access with, 200
error control in, 208
hub-based Ethernet, 190
media access control, 192–3
switch-based Ethernet, 191
topology, 190–2
logical topology, 190
physical topology, 190
wired LANs, 182–219
wireless access point (AP), 6
wireless Ethernet, 194
associating with AP, 195
distributed coordination function (DCF), 195
frame layout, 196
media access control, 194–5
point coordination function (PCF), 195–6
security, 198–9
MAC address filtering, 199
topology, 194
types, 196–8
802.11ac, 197


802.11ax, 197–8
802.11i, 198
802.11n, 197
wireless Internet service provider (WISP), 68
wireless LANs (WLANs), 18, 182–219, 184
wireless media, 65
wireless networks, 381
Wireshark, 111–13
wish-list requirements, 170
work area, 64
Worldwide Interoperability for Microwave Access (WiMax), 274
World Wide Web
HTTP request, 38–9
HTTP response, 39–40
web working, 37–8
worm, 305
WPA2. See 802.11i
Z
zero-day attacks, 321
ZF Lenksysteme, network management, 357


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