This scenario is used on multiple questions.
A customer, ABCCONNECT, has decided to use Netcool to collect event data from network devices, discover the network, do root cause analysis, and generate tickets for helpdesk personnel to prioritize the resolution of network problems. This customer has five major locations, two of which are on the US East Coast, one in Asia, one in the United Kingdom, and one in Europe. The customer intermittently loses connections between key routers between the United States and Japan. Additionally, ABCCONNECT has smaller point-of-sale sites connected using multiprotocol label switching (MPLS) tunnels. Most network devices are from Cisco.
Effective monitoring of network conditions is critical to the operations of this company. They require full-time availability of their monitoring and event management solution.
You are implementing IBM Tivoli Network Manager so that network devices can be actively polled and root cause analysis can occur whenever there is a loss of conductivity. The customer's network is dynamic with many new devices being added daily.
An architect who is not familiar with Netcool designed an architecture and asked others to give him system requirements. This customer has some existing business relationships with a managed service provider:
The managed service provider (MSP) currently monitors customer servers and generates trouble tickets when servers or services are no longer available. This group is located in Dallas, Texas USA.
A second MSP group located in Europe (EMEA) configures the devices on the customer's backbone network and handles network problems when they arise. This group must meet service level agreement (SLA) requirements that allow only a 5-minute period each month during which any core router in any location can be unavailable.
At each site, the customer has servers, routers, switches, wireless access points, and Distributed Alcatel-Lucent 5620 SAM elements that they need to discover and monitor.
The customer is currently using a competing product to detect network problems.
You are just now being brought into the project to begin work on deploying Netcool Operations Insight and IBM Tivoli Network Manager. You know nothing else about the customer beyond these initial facts when you are called to work on the project.
Which two options are required by the customer to determine whether the managed service provider team maintaining backbone network devices is meeting SLA criteria for device availability?
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