Service Activation Manager 3 1 1 Training Course

Service Activation Manager 3. 1. 1 Training Course

Agenda Module 1: Overview Module 2: The Modeler Module 3: The Deployment Editor Module 4: The CSR Console Module 5: The Administration Console Module 6: Installation Module 7: Troubleshooting Module 8: Advanced Topics

Module 1 Overview

Overview of the Service Activation Manager In this module, we’ll cover: • End-to-end provisioning of data, voice, multimedia, and home networking • SAM’s extensible platform, high scalability and high availability • The eight interfaces in SAM • How SAM improves network function • An introduction to some terminology, DOCSIS provisioning and DHCP processes

End-to-End Provisioning Business Flow and Service Modeler Subscriber Acquisition Device Qualification PC qualification, client configuration real-time troubleshooting Subscriber Retention Service Activation Service Selection Based on modeled packages or a-la-carte services Service Activation Configure all network elements involved in delivery of service Service Mediation Billing System CRM Trouble Ticket CSR / Tech Service Assurance Troubleshooting and diagnostic tools for the CSR and TECH

Extensible Platform SAM™ Third Party Billing & BSS C-COR Registration Server API BUS Messaging Adapters Unified Modeling Scalable, Flexible Management Tools Modular Platform Applications Cadant® Cornerstone® C 4™ API 3 rd Party Apps (e. g. NMS / EMS) Adapters C-COR Provisioning Servers API NMS/EMS

High Scalability and Availability Load Balancer Web Server Data Base Located at Noc Located at Opsite Web Server Scalable …. . 1 Server for 100 K IP Primary SAM Platform Server Secondary SAM Platform Server Primary Provisioning Servers Secondary Provisioning Servers Opsite 1 No Single Point Of Failure Failover (n*1) … Primary Provisioning Servers Opsite 2…

C- P C-C COro OR Rduc Mots de ler A Vertically Integrated Solution Business Layer Billing and Customer Care Systems Workflow Rules and Policies Service Layer Network Layer Element Layer Network Elements IP based Provisioning Framework Provisioning Systems, Element and NMS Devices – CMTS, CM, Servers, etc C-COR models both business processes and service / network elements to give a fully-integrated, vertical solution for transparent service deployment over any network

The Eight Interfaces of SAM • The Modeler • The Deployment Editor • The CSR Console • The Field Technician Console • The Self Subscription Console • The Administration Console • The Member Services Portal • Command Line Interface

How SAM Can Make Your Network Function Better • Automate • Service activation, health monitoring, and more • Simplify • Tiered offerings made easy, geographical differences eased, image file templates reduce work, and more • Streamline • Modeling streamlines deployment, deployment editor streamlines use of IPs, and more • Consolidated, at-a-glance check of network health, single-point-of-entry for end-to-end provisioning and network maintenance

Some Language We’ll Use Servers CMTS TFTP To. D Provisioning Servers CMS DDNS NOC SNMP IP Management DHCP Blocks Scopes Pools Customer Equipment CM MTA CH CPE Assurance Polling MIBs Image Files Firmware Workflow Adapter Services Packages Business KDC SMTP IP Address MAC Cont. Protocols DOCSIS Packet. Cable. Home Flows UI Creation Address

An Introduction to Provisioning • What is DOCSIS? • Helper addresses, option sets and relay agents • Boot process

Introduction to DOCSIS Provisioning Switch/Router CMTS COAX Wire DHCP TFTP Cable Modem CPE PC TOD

An Introduction to DHCP • DHCP provides a mechanism to deliver configuration parameters to clients on a network • The four steps of a DHCP transaction • Renewal and rebinding of IP configurations • DHCP process with relay agents DHCP Discover DHCP Offer DHCP Select DHCP Acknowledge

Review #1 • What is SAM? • List three places it will introduce efficiencies to your daily processes • List some of the functions it automates • Explain some of its failover capabilities • What are its eight interfaces? • Name five new terms and their definitions • What is DHCP and how does it work?

Module 2 The Modeler

Overview of the Modeler In this module, we’ll cover: • What is modeling? • The Modeler UI • Introduction to adapters, services, packages, business flows and UI creation • The default adapters and services • How the Modeler creates the CSR Console • Publishing finished models

What is Modeling • Set up the network as a model without any of the risk involved in live deployment • Adapters • Services • Packages • Business Flows • UI Creation • When you deploy, all pieces are in place, all connections are tested, all data flows through unimpeded

The Modeler UI

Introduction to Services and Adapters DHCP DOCSIS Cable Modem MTA Image File Event Adapter Activation BDS Residential Adap-ter Gateway Image File Proprietary Adapters Apache Com-21 Q-Mail CG-Pro I-Merge Nuera I-Planet Services HSD Voice End Point Residential Gateway (Cable. Hom e) E-Mail Persona l Informat ion (PI) Location Webserver

The Procedure • Publish adapters • Publish services • Create packages • Select business flows • Perform UI creation • Publish the finished models

Review #2 • What is modeling and how does it ease the deployment process? • What are adapters? Name two and their purposes • What are services? Name two and their purposes • What are packages? Describe two or three theoretical packages • What are business flows? • What is the purpose of the UI creation process? • On your instructor’s computer, create a new service package

Module 3 The Deployment Editor

Overview of the Deployment Editor In this module, we’ll cover: • What is the Deployment Editor? • The Deployment Editor UI • Planning use of your IP addresses • Locations, packages, adding servers and devices • Working with image files • The access control list • Deploying by five different methods

What is the Deployment Editor? • Automates deployment of new devices and services on the network • Eases the creation of geographical service regions • Associates service-level packages and devices with geographical locations • Facilitates IP management for more efficient use of a precious commodity • Simplifies the configuration of network devices and image files

The Deployment Editor UI

Planning Use of Your IP Addresses • The importance of planning for IP usage • The different ways of organizing IP addresses • Blocks • Scopes • Pools • What are option sets? • Why do you want to reserve IP addresses? • What about static IP addresses?

Relationship Between Blocks, Scopes and Pools

The Deployment Process • Make sure all prerequisites are met • Create location hierarchy • Create IP address blocks • Add packages • Add devices • Deploy

Working With Image Files • What is an image file? What is its purpose? • Using the standalone image file editor • Importing default or manufacturer image files • Basic deployment of image files • Vendor-specific and package-specific settings • CMTS-specific image files

The Different Methods of Deployment • Regular deployment • Selective deployment • Merged deployment • Heavy vs light deployment • CLI deployment

Assorted Other Deployment Editor Functions • Moving devices • Deleting devices • Viewing devices • Undoing actions • The access control list

Access Control List UI

Review #3 • What is the Deployment Editor and how does it ease the introduction of new devices or services on the network? • Set up a location hierarchy, draw it on a piece of paper and hand it to the front of the class • Draw up a plan for a block and its associated scopes and pools, then assign each one a purpose • On the instructor’s computer, create a scope and pool • On the instructors computer, add a device

Module 4 The CSR Console

Overview of the CSR Console In this module, we’ll cover: • What is the CSR Console? • The CSR Console UI • The five methods of provisioning • The provisioning process • Searching for subscribers and accounts • Viewing subscriber information • Rebooting and blocking accounts • Modifying subscriber information

What is the CSR Console? • Remember back in the Modeler where we did UI creation? • CSRs need an interface to enter customer information and activate their service. • This console also offers: • Search capabilities • Rebooting of modems • Flagging accounts for technical help • Account modification

The CSR Console UI

The Five Methods of Provisioning • Offline • Online • Late binding • Technician assisted • Self provisioning

The Provisioning Process • Add subscriber information • Select a service provider • Select a location • Select a package • Select a service implementation • Provision high speed data • Confirm service • Add on additional services such as email, Vo. IP and home networking

Searching for Subscribers and Accounts You can search by: • Personal information such as name, address, phone • User ID • Modem, MTA or gateway vendor • MAC, IP or email address • CMTS • Provisioning site • Out of spec modems • Webserver login • Subscription status

Viewing Subscriber Information You can see: • Personal information • Subscription status • Detailed information about any device on the network • Summary reports on any device on the network • Provisioning traces for any device on the network

Modifying Subscriber Information You can modify: • Location, personal information, user ID, package information and device information You also can: • Suspend email accounts, add device details for multiple HSD accounts, delete subscribers, change passwords

Other CSR Functions You can reboot, block or unblock devices • When their accounts are unpaid • For troubleshooting purposes • Flag a technician that help is needed • Firmware upgrades • Completing partial subscriptions

Review #4 • What is the CSR Console? • Name three of the five provisioning methods and when you would use them • On the instructor’s computer, provision one customer by the offline method • On the instructor’s computer, search for a particular customer, upgrade him or her to a more extensive package, then confirm the new services

Module 5 The Administration Console

Overview of the Administration Console In this module, we’ll cover: • What is the Administration Console? • The Administration Console UI • Configurations • Managing licenses • Searching for subscribers, devices, and events • Configuring assurance functions and running reports • Managing sessions • IP management • Blocking, rebooting, and upgrading • Health monitoring

What is the Administration Console? • Where the administrator manages users, sessions and licenses • Creating and viewing reports • Managing IP addresses • Health monitoring

The Admin Console UI

Configuring the System • Configuring users • Adding, modifying, deleting, and finding users • Configuring polling and thresholds • IP utilization, DHCP polling, and modem thresholds • Configuring device vendors • When and why to add vendors

Managing Licenses You can license by: • Services • Implementation • Current usage • Tools/Modules • User roles • Add-on features

Searching for Subscribers, Devices and Events • Searching by subscriber information • Searching by device • Searching by event • Saving queries for re-use

Reading Reports • IP utilization reports • IP net definitions reports • Static IP address reports • License usage reports

Running Assurance Functions • What is assurance? • Configuring polling • Setting modem thresholds • Configuring firmware upgrades • Modem query configurations • Image file transfer • Network device reports • Modem queries

Managing Sessions • Finding sessions • Purging sessions

IP Management • Running IP utilization reports • Block definitions • Static IP reports • Hierarchy IP reports

Blocking, Rebooting and More • Blocking and unblocking modems • Rebooting modems • Flagging accounts for technical assistance • Doing firmware upgrades • Vendor configurations

Introduction to Health Monitoring • What is health monitoring? • Viewing general health updates • Viewing detailed health reports • Configuring thresholds • Setting up email notifications

Health Monitoring UI

Review #5 • What functions does the SAM administrator have? • On your instructor’s computer, create a user and assign him/her some rights. • On your instructor’s computer, block a modem, unblock it, then reboot it. • List three assurance functions in SAM. • On your instructor’s computer, do a firmware configuration. • List three things you can view in the health monitor

Module 6 Installation

Overview of Installation In this module, we’ll cover: • Planning your setup • Seven different software modules • Seven different modes of installation • System requirements and verifications • Removing an installation

Planning Your Setup • Draw a network diagram, mapping the primary, secondary, backup, provisioning, KDC, deployment, and database servers • Consider load balancing and failover in that layout • List all modules needed on each server • Map all servers’ usernames, passwords, IPs, SIDs, backups, subnet masks and domain names

Sample Network Diagram

The Seven Software Modules • Shared components* • Activation engine • Assurance core • Webserver • Modeler • Deployment Editor • Cable. Prov * Must be installed on all servers

Seven Different Modes of Installation • Standalone mode • Primary mode • Backup mode • Secondary mode • Cableprov mode • Deployment editor mode • Installation for Windows

System Requirements and Verifications • • Hardware Software Database Browser Perl modules for graphing Licenses Unlimited strength jurisdiction patch for voice Doing Verifications • # df -k • # uname -a

Review #6 • Name three of the seven installation modes • Name three of the seven software modules • Design a SAM setup of your own and hand it to the instructor when you’re done

Module 7 Troubleshooting and Maintaining SAM

Overview of Troubleshooting In this module, we’ll cover: • Backing up SAM • Log files • Some potential scenarios

Backing Up SAM • Frequency • Which files to back up • Where to find scripts • Running cron jobs • Where to store data • Creating backups in a different directory

Log Files • Two log files per location • Meta. Serv. log • Console. log • Available under the following modules • Activation • Deployment • Website • Assurance • Modeler • Cable. Prov is handled differently • Store log files on a separate partition via a soft link

Scenarios

Review #7 • Write out a plan for backing up your data. When you’re done, hand it in to your instructor • Explain the difference between Meta. Serv. log and Console. log • Draw up three possible problem scenarios and solutions, then share them with the class

Module 8 Member Services Portal

Using the Member Services Portal • Email wettings • Personal Web pages • Account management

Module 9 Advanced Topics

Overview of Advanced Topics In this module, we’ll cover: • Using the CLI • Introduction to the KDC • Introduction to security • KDC user training • KDC administrator training • Creating customized services • Creating customized business flows

Using the CLI • Standard command syntax • Eight argument rules • File format and interpretation • Supported commands and their options • A few behavioral notes

Introduction to the KDC • Reason for securing the MTA network • How KDC plays a central role • Symmetric key cryptography and PKI revisited • Introduction to Kerberos and authentication dialogue

Introduction to Security • Authentication and privacy • Symmetric key cryptography • Public key cryptography • Current authentication and privacy • Symmetric key cryptography • Public key cryptography • Current DOCSIS provisioning, data insecurity • Security fundamentals SSL, BPI+ • Introduction to DNS, nslookup

Packet. Cable™ Security Overview Switch/Router CMTS SNMPV 3 Provisioning server BPI/BPI+ Kerberos PKINIT Encrypted configuration file IP Sec MTA phone KDC TFTP CPE PC CMS

Packet. Cable™ Security Interfaces Provisioning KDC CMS PK init SNMP V 3 IP SEC MTA Provisioning server Encrypted MTA Configuration File TFTP server Source: Cable. Labs

KDC User Training • Pre-setup installation • How to use the KDC 1. 03 manual • Operation of the load balancer • Configuration of KDC and load balancer • DNS setup and configuration revisited • Looking into MTA log files • Bringing up an MTA

KDC Administrator Training • Time synchronization errors • Logging and changing debug levels • KDC troubleshooting • Certificate generation • Tools, openssl, cert key conversion • Load balancer • DNS troubleshooting • Safe practices

Creating Customized Services • You can create customized services • Naming and describing new service models • Defining attributes • Defining operations • Defining implementations • Defining sequence flows • Mapping adapter capabilities

Creating Customized Business Flows • Naming the new business flow • Defining the sequence • Transaction management • Mapping attributes • Managing events

Review #9 • When should you use customized service models and business flows? • What is the KDC? Why is it a separate, stand-alone server? • What is Kerberos and how does it work? • What is a security certificate and how is it used in the C -COR KDC? • What is key cryptography and how does it work?

Final Practicum #1 Working together as a group: • Design a network setup and do an installation • Identify the adapters and services needed to provision your company’s customers • Create two or three of your company’s regular packaged offerings and publish them along with the appropriate business flows, then create a UI to provision them

Final Practicum #2 Still working together as a group: • Create a small part of your company’s geographical hierarchy and assign packages to them • Create the IP blocks and pools you need to use on your network, reserve a few IP addresses, then add packages to the deployment • Set up a CMTS and DHCP sever • Add one or two image files to the network • Set up group access to the deployment editor

Final Practicum #3 Still working together as a group: • Create a new customer account • Assign the new customer to a service-level package • Finish provisioning the customer • Search for and find that customer in the system • Change the customer’s address • Upgrade the customer to a higher level of service

Practicum #4 • Create two new user groups for Meta. Sure: One for a NOC engineer as the role is defined in your company, and one for a CSR, as defined in your company • Create two new SAM users and assign one to each of the groups • Reboot a modem • Use the health monitor to diagnose a problem • Assign an email alert for one of the NOC engineers you created above

Practicum #5 • Define a KDC server • What is Kerberos and how does it work? • What is a ticket-granting server? • Explain key cryptography • Work with your instructor to set up and configure a KDC server

Evaluations We hope you have found this course informative. Please fill our your final evaluation form and give it to your instructor.