IT BUSINESS PROPOSAL UPGRADING EXISTING NETWORK TO

MEET FUTURE NEEDS OF YOUR BUSINESS

Part 1

Business Analysis -

Evaluation of existing network capacity

Revision Created On 1.0 November 6, 2004 Project Lead Project Lead __________________________________ ____________________________________ ___________________________________ ____________________________________

Dr. Lynn DeNoia Phil Wu

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TABLE OF CONTENTS Section Page 1.0 Executive Summary…………………………………………………………………... 4 2.0 Background Summary…………………………………………………....................... 5 3.0 Baseline Opnet Model……………..…………………………................................... 6 4.0 Existing Network Capacity in Meeting TEC's Current Needs .. .. .. .. .. .. .. .. .. .. .. ... 7 4.1 Baseline Backbone Switch Performance …………………………………............ 8 4.2 Baseline Server Load and Utilization …………………………………………... 8 4.3 Baseline Network Capacity and Utilization ……………………………………. 8 4.4 Baseline Results…………………………………………………………………… 8 5.0 Suitability of Existing Network in Meeting Future Needs …………………………. 9 5.1 Model 2 - Consolidated Call Center Application ………………………………... 9 5.2 Model 3 - Increased Usage of Web and Email …………………………………. 9 5.3 Model 4 - Other Considerations ………………………………………………… 9 5.4 Future Backbone Switch Performance ………………………………................... 9 5.5 Future Server Load and Utilization ….…………………………………………... 10 5.6 Future Network Capacity and Utilization ……………………………………... 10 5.7 Future Results …………………………………………………………………... 10 6.0 Recommended actions to be taken by TEC ……………………………………… 11 Appendix A Model Descriptions…………………………………………………………….... 12 Appendix B Supporting Simulation Results and Statistics ………………………………….. 14

LIST OF TABLES Table Page 1 Baseline Model Attributes……………………………………………………………. 6 2 Baseline Backbone Switch Performance Data………………………………………. 6 3 Baseline Server Load and Utilization Data …………………………………………. 6 4 Baseline Network Capacity and Utiilization Data …………………………………. 7 5 Future Backbone Switch Performance Data …………………………………………. 9 6 Future Server Load and Utilization Data ……………………………………………. 9 7 Future Network Capacity and Utilization Data ……………………………………. 9

LIST OF FIGURES Figure Page 1 Baseline Opnet Model ………………………………………………………………. 6 2 Modified Baseline Model …………………………………………………………... 12 3 Baseline Backbone Switch Packets Dropped ………………………………………... 14 4 Baseline CPU Utilization (%) of Each Server ………………………………………. 14 5 Baseline Overall Load (requests/sec) on Each Server ………………………………. 14 6 Baseline Task Processing Time (sec) of Each Server………………………………. 14 7 Baseline Server Load (request/sec) by Application - Database (heavy, light)……….. 15 8 Baseline Server Load by Application - Email (light)…… ………………………….. 15 9 Baseline Server Load by Application - FTP (light, heavy)………………………….. 15 10 Baseline Server Load by Application - HTTP (light)………………………………. 16 11 Baseline Link Utilization - point to point (%) Across all Links …………………….. 16 12 Baseline Link Utilization - point to point (%) Across All Links 2…………………. 17 13 Model 2 Backbone Switch Packets Dropped ………………………………………... 17

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14 Model 2 Server CPU Utilization …………………………………………………... 17 15 Model 2 Overall Server Load (requests/sec)……… ………………………………... 18 16 Model 2 Server Task Processing Time (sec)… ……………………………………... 18 17 Model 2 Link Utilization - point to point (%)………………………………………... 18 18 Model 3 Backbone Switch Packets Dropped………………………………………... 19 19 Model 3 Server CPU Utilization (%)………………………………………………... 19 20 Model 3 Overall Server Load (requests/sec)………………………………………... 19 21 Model 3 Server Task Processing Time (sec)… ……………………………………... 19 22 Model 3 Link Utilization - point to point (%) across all links ……………………... 20 23 Model 4 Backbone Switch Packets Dropped ………………………………………... 20 24 Model 4 Server CPU Utilization (%) ………………………………………………... 20 25 Model 4 Overall Server Load (requests/sec) ………………………………………... 21 26 Model 4 Server Task Processing Time (sec)………………………………………... 21 27 Model 4 Link Utilization across all links - point to point (%)………………………... 21 28 Comparison of Web and Email Server Loads (requests/sec) on Web and Email

Server between models……………………………………………………………... 22

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1.0 Executive Summary The risk of losing customers due to poor customer service has created a need for a more efficient way of attending to customer needs in the form a call center application in a consolidated call center . This report examines the viability of integrating such a solution into the existing network. A modeling and simulation tool was utilized to evaluate the how well the existing network is meeting TEC's current needs and how well it would be able to accommodate future business applications (i.e. call center application) and future growth. The new call center application would be the heart of the new consolidated call center. The application would streamline the way customer calls are expedited and processed and enhance the capabilities of the existing automated call interface which is currently very limited in functionality (i.e., does not offer customers the option of checking account information via touchtone input). Presently, valuable human resources must be allocated to consolidate, sort and prioritize calls from customers. Furthermore, as the company continues to grow, the increasing volume of customer service calls will put additional strain on existing personnel in the Customer Service Department. In addition, some calls are trivial ones that could otherwise be answered by the enhanced automated interface without making the customer wait for a human representative. For instance, customer service personnel must still answer calls where a customer simply wants to check whether or not an order was shipped; the new application could check the customer service database and respond with an automated reply to the customers' touchtone input. This would free up valuable human resources and allow the limited staff in the Customer Service Department to focus on customers who are experiencing more pressing issues or problems. Simulation results from the analysis indicate that the existing network is underutilized with plenty of network capacity to spare for new applications and growth. Therefore, a new call center application, including one with web capabilities, could be integrated into the existing network with no foreseeable problems. A web interface to the call center application would allow customer service personnel to maintain and operate the consolidated call center easily and efficiently. Further modeling and simulations indicate that the existing network is well suited to handle increased database activities and increased usage of web and email services as a result of the new call center application and company growth in general.

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2.0 Background Summary New business applications, growth and expansion of the company in the future will have potential implications on existing networking technologies that support the business. Changes to the business side may or may not require changes to the existing network. This report contains the results from studies that were done on the existing network using a modeling and simulation tool called Opnet. Detailed models of the existing network were constructed in Opnet and simulations were performed using these models. Data that was gathered from these simulations helped us to measure existing server load, network capacity and utilization. These measurements provide insight into how well the existing network is meeting TECs' current needs. Additional modeling and simulations were performed to determine how well suited the existing network can support new business applications like the call center application and increased usage of web and email services. Data gathered from these simulations helped us to anticipate and mitigate the risk of any potential problems that may arise as a result of future changes. Any potential changes that need to be made to the current network in order to accommodate those future needs are identified and appropriate recommendations are made.

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3.0 Baseline Opnet Model The initial baseline model was generated and configured with properties that roughly reflect the general usage of TEC's existing networking technologies. This baseline model served as a starting point of our analysis. Subsequent models were generated and configured to reflect potential changes to the existing network as a result of new business applications or growth. Model descriptions of these subsequent models can be found in Appendix A.

Figure 1 - Baseline Opnet Model

Baseline Model Description: The baseline model above in Figure 1 consists of the following: Model Constraint Description 5 server objects to model the 5 central servers at TEC.

Each server object is configured to support appropriate services

7 LAN objects to model each LAN that resides in each building (Note: the Admin building modeled using 3 LAN objects, each representing the departments that reside inside).

Each LAN object was configured with appropriate profiles to generate and direct the appropriate traffic to their appropriate servers.

A 16 port ethernet backbone switch. default settings 100BaseT links to connect all servers and LAN objects to the backbone switch.

default settings

All traffic that was generated was based on a used exponential distribution

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Poisson Distribution to more closely model network traffic in a real enterprise setting. application profile configuration Default application settings are used in the initial

baseline Opnet model

Table 1 - Baseline Model Attributes • In order to verify that the model was configured properly, detailed statistics that were generated by the Opnet model simulation were carefully examined. These statistics revealed whether traffic was being generated and directed to their appropriate destinations (refer to Appendix B for detailed statistics).

Assumptions about the characteristics of the network - baseline model • It is assumed that roughly 50% of the database traffic being generated from the Administration Department for Sales and Marketing is directed towards the Order Provisioning Server while the other 50% will be directed towards the Customer Information Server. • It is assumed that roughly 50% of the web traffic being generated from Computing Center is directed towards the Web and Email Server while the other 50% is directed towards the Network Management Server. 4.0 Existing Network Capacity in Meeting TEC's Current Needs We performed Opnet simulations using the baseline model to measure TEC's current server and network capacity and utilization. The data gathered from the simulation results helped us determine how well the existing network infrastructure and associated technologies are meeting TEC's current needs. A summary of the results are given below. Note: All analysis in this report is based upon avg. "steady-state" simulation results. 4.1 Baseline Backbone Switch Performance The performance of the backbone switch to which all servers and LANs are connected was analyzed. The simulation results are summarized below.

Baseline Backbone Switch Performance (refer to Figure 3, Appendix B) Packets

dropped Room for growth?

Baseline Model 0 yes

Table 2 - Baseline Backbone Switch Performance Data The switch appears to have no problems be handling the current volume of traffic from all the LANS and servers as no packets were dropped over the duration of the simulation. 4.2 Baseline Server Load and Utilization The simulation results for the current load and utilization of each server are summarized below. Geographic

Information Server

Order Provisioning; Facilities and Equipment Inventory Server

Customer Database; billing; accounting; trouble tickets Server

Web and email Server

Network Management Server

Avg. CPU Utilization (%) for Each Server (refer to Figure 4, Appendix B)

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Baseline Model ~5.0 % ~0.02 % ~3.3 % ~0.15 % ~0.005 % Server CPU Peak Utilization (%) (refer to Figure 4, Appendix B) Baseline Model ~13.0 % ~0.027 % ~4.70 % ~1.50 % 0.038 % Server Overall Load (requests/sec) (refer to Figure 5, Appendix B) Baseline Model ~1.1 ~13.5 ~1.0 ~5.0 ~0.5 Server Peak Load (requests/sec) (refer to Figure 5, Appendix B) Peak Load (requests/sec)

~5.3 ~15.7 ~1.6 ~41.3 ~1.8

Room for Growth? yes yes yes yes yes

Table 3 - Baseline Server Load and Utilization Data Initial baseline measurements on Server Load and Utilization indicate that all Servers are meeting TEC's current needs quite well. Simulation results indicate that all servers are being very "lightly" utilized with all servers operating with an average of less than 5 % Utilization. The peak utilization on the GIS of 13 % at start-up is still a very small number. 4.3 Baseline Network Capacity and Utilization Avg. Link Utilization (%) (Refer to Figure11, Figure 12, Appendix B) All Links Basline Model very low (1.3 % peak, avg. << 1.0 %) Room for Growth? yes

Table 4 - Baseline Network Capacity and Utiilization Data Link utilization across all links is extremely light. 4.4 Baseline Results The following assertions can be made about the existing network based upon the data that was gathered from simulation results produced for the baseline model above: • TEC's existing networking technologies are supporting their current needs quite well with much room to accommodate future business applications and growth. In fact, the overall network is only being very slightly utilized. In particular:

• The backbone switch has no problems handling the current volume of traffic. • Server loads and utilization across all servers are low. No hardware upgrades to servers are necessary at this time. The existing servers have much room to accommodate a significantly greater amount of load. • Current utilization of every link is very low and there is much network capacity to accommodate much greater volumes of traffic.

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5.0 Suitability of Existing Network in Meeting Future Needs Working off the baseline model, 3 new models were developed in order to address the suitability of existing technologies in accommodating future growth and new business applications. Simulations using these models were performed to analyze the impact of the following on the existing network: 1.) A consolidated call center application integrated into the current network. 2.) Increased use of email and web services by all employees. 3.) New hires in the customer service department. Further consultation with the TEC liaison revealed the following: • A new consolidated call center in the administration building will be manned by existing customer service staff. • The new call center will utilize automated call distribution system that will answer and direct customer phone calls to appropriate departments and/or personnel. • TEC prefers to dedicate one server to each application. 5.1 Model 2 - Consolidated Call Center Application The implications of these attributes are highlighted below in blue (refer to Appendix A for specific modifications made to the baseline model to reflect the changes). • A new server will be dedicated to the application with its own database to store voice messages, customer ID's, voice prompts, calls through the network, announcements etc...

-Server will support Database (light and heavy) services -Employees in admin_custserv will be accessing database information from the Order_provisioning server

• Customers can choose and perform various tasks through the automated interface (touchstone or voice activated) like checking account information or order information and status of trouble tickets using this system (they can also talk to a representative about those items).

-Increased usage of database services on the Customer Information server -Increased usage of database services on the Order provisioning server

• Various services that the Call Center offers will be web-enabled (i.e. customers can check delay time of each customer service call online).

-Server will support Web services -Admin_custserv LAN will be generating web traffic to call_ctr server 5.2 Model 3 - Increased Usage of Web and Email • The above model was further modified to reflect an overall increase in Web and Email usage by all employees. -increased usage of the Web and Email services on Web and Email server 5.3 Model 4 - Other Considerations • There exists the possibility that the customer service department will need to hire more workers to help support activities in the Call Center.

-increased number of workstations needed in customer service department

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5.4 Future Backbone Switch Performance The performance of the backbone switch to which all servers and LANs are connected was analyzed. The simulation results are summarized below. Future Backbone Switch Performance (refer to Figur 13, Figure 19, Figure 24, Appendix B) Packets dropped Model 2 0 Model 3 0 Model 4 0

Table 5 - Future Backbone Switch Performance Data The switch appears to have no problems be handling the current volume of traffic from all the LANS and servers as no packets were dropped over the duration of the simulation for all models. 5.5 Future Server Load and Utilization The simulation results for the load and utilization of each server for each model above are summarized below.

Avg. Server CPU Utilization (%) (refer to Figure 15, Figure 20, Figure 25, Appendix B) GIS

Server Order Provisioning; Facilities and Equipment Inventory Server

Customer Database; billing; accounting; trouble tickets Server

Web and email Server

Network Mgmt Server

Call Center Server

Model 2 ~5.4 ~0.023 ~2.1 ~0.13 ~0.0048 ~0.27 Model 3 ~5.4 ~0.023 ~1.83 ~0.145 ~0.0061 ~1.33 Model 4 ~5.61 ~0.023 ~3.08 ~0.153 ~0.0046 ~1.80 Overall Load (requests/sec) (refer to Figure 16, Figure 21, Figure 26, Appendix B) Model 2 ~1.16 ~14.11 ~0.818 ~4.282 ~0.499 ~0.197 Model 3 ~1.2 ~13.6 ~0.829 ~49.0 ~1.56 ~0.757 Model 4 ~1.25 ~13.87 ~1.24 ~50.57 ~1.42 ~1.327

Table 6 - Future Server Load and Utilization Data 5.6 Future Network Capacity and Utilization Future Avg. Link Utilization (Refer to Figure 18, Figure 23, Figure 28, Appendix B) All Links Model 2 very low (1.3 % peak, avg. << 1.0 %) Model 3 very low (1.3 % peak, avg. << 1.0 %) Model 4 very low (1.3 % peak, avg. << 1.0 %)

Table 7 - Future Network Capacity and Utilization Data Link utilization across all links is still light.

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5.7 Future Results The following assertions can be made about the existing network based upon the data that was gathered from simulation results produced for the above mentioned models above: • Overall, the existing network is set up to accommodate future needs quite well.

• From a technical standpoint, there should be no problem integrating the Consolidated Call Center Application into the existing network. • The existing network will be able to handle increased volumes of traffic due to increased usage of web and email services. • Therefore, no additional modifications to the existing network are necessary at this point in time.

• A significant increase in the overall load the web and email server was observed from model 2 to model 3 and 4.

6.0 Recommended actions to be taken by TEC Looking ahead into the future, however, the first area of concern may likely be increasing load on the web and email server. Ever increasing volumes of web and email traffic due to continuing overall growth may significantly increase the overall load on the server; we noticed a significant jump in the overall load for models 3 and 4 with increased web browsing and email services (refer to Figure 29, Appendix B) Recommendations:

• Split the web and email server up into separate two servers: one dedicated to email services and one dedicated for web services only.

Aside from that, we do not anticipate any potential problems that may arise as a result of integrating a new call center application into the existing network at this point in time. Recommendations:

• Recommend that TEC move ahead with implementing a new call center application by adding a new server connected to the backbone switch using a 100BaseT connection. • Purchase and install the Call Center Application on both the server and customer service workstations.

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Appendix A: Model Descriptions

Model 2

Figure 2 Modified Baseline Model

Description Model 2 is basically a modified version of the baseline model with Consolidated Call Center Application added to it and the following renditions:

-added new server to support consolidated call center application -configured new server to support Database light and heavy services -configured admin_custserv LAN to generate Database light traffic to order_prov_svr server -Configured admin_custserv LAN to access web light traffic to call_ctr_svr server

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Model 3 Description Model 3 is basically a modified version of Model 2 with increased usage of web and email Services and the following renditions: -Added HTTP "heavy" and email "heavy" services to all LAN profiles to reflect

increased usage of web and email services for all employees

Model 4 Description Model 4 is basically modified version of Model 3 with increased number of personnel in Customer Service Department and the following renditions:

-increased number of workstations in the admin_custserv LAN

Assumptions about above Models

• It is assumed that the duration of peak web browsing and email traffic can last anywhere from 15 minutes to a few a hours depending upon various business factors (i.e., tight deadlines, heavy activities on customer service end, etc...) • It is assumed that roughly 50% of the database traffic being generated from the Administration Department for Sales and Marketing is directed towards the Order Provisioning Server while the other 50% will be directed towards the Customer Information Server. • It is assumed that roughly 50% of the web traffic being generated from Computing Center is directed towards the Web and Email Server while the other 50% is directed towards the Network Management Server. • Web traffic from the Customer Service Department will be directed to the web_and_mail_svr server 70% of the time and the call_ctr_svr server 30% of the time. It is assumed that employees in Customer Service may need to access web services specific to the call_ctr_svr server in order to assist customers. • It is assumed that database traffic from the Customer Service Department will be directed to the customer database half the time and the call center database half the time.

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Appendix B: Supporting Simulation Results and Statistics

SIMULATION RESULTS - Baseline Model

Figure 3 Baseline Backbone Switch Packets Dropped

Figure 4 Baseline CPU Utilization (%) of Each Server

Figure 5 Baseline Overall Load (requests/sec) on Each Server

Figure 6 Baseline Task Processing Time (sec) of Each Server

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Figure 7 Baseline Server Load (request/sec) by Application - Database (heavy, light)

• Shows servers that provide database services and the load on each. • Verifies that database traffic is directed only to those servers that provide Database (heavy) - Customer Information server, and Database (light) services - Order Provisioning server, Network Management server.

Figure 8 Baseline Server Load by Application - Email (light)

• Shows servers that provide email services and the load on each. • Verifies that Email traffic is directed only to those servers that provide Email (light) services -Web and Email server.

Figure 9 Baseline Server Load by Application - FTP (light, heavy)

• Shows servers that provide email services and the load on each. • Verifies that email traffic is directed only to those servers that provide FTP (heavy) services - GIS server, FTP (light) services- Web and Email server.

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Figure 10 Baseline Server Load by Application - HTTP (light)

• Shows servers that provide email services and the load on each. • Verifies that email traffic is directed only to those servers that provide Web Browsing (light) services - Web and Email server and Network Management Server.

Figure 11 Baseline Link Utilization - point to point (%) Across all Links

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Figure 12 Baseline Link Utilization - point to point (%) Across All Links 2

SIMULATION RESULTS - Model 2

Figure 13 Model 2 Backbone Switch Packets Dropped

Figure 14 Model 2 Mode 2 Server CPU Utilization

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Figure 15 Model 2 Overall Server Load (requests/sec)

Figure 16 Model 2 Server Task Processing Time (sec)

Figure 17 Model 2 Link Utilization - point to point (%)

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Model 3

Figure 18 Model 3 Backbone Switch Packets Dropped

Figure 19 Model 3 Server CPU Utilization (%)

Figure 20 Model 3 Overall Server Load (requests/sec)

Figure 21 Model 3 Server Task Processing Time (sec)

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Figure 22 Model 3 Link Utilization - point to point (%) across all links

Model 4

Figure 23 Model 4 Backbone Switch Packets Dropped

Figure 24 Model 4 Server CPU Utilization (%)

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Figure 25 Model 4 Overall Server Load (requests/sec)

Figure 26 Model 4 Server Task Processing Time (sec)

Figure 27 Model 4 Link Utilization across all links - point to point (%)

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Model Comparisons

Figure 28 Comparison of Web and Email Server Loads (requests/sec) on Web and Email Server

between models • Significant increase in web and email traffic due to increase usage of web and email services but still within reasonable performance limits