Method and apparatus for monitoring and maintaining user-perceived quality of service in a communications network

• US 7,689,857 B2
• Filed: 07/13/2001
• Issued: 03/30/2010
• Est. Priority Date: 07/13/2000
• Status: Expired due to Fees

• Current Assignee: Computer Associates Think Inc. (Broadcom, Inc.)
• Original Assignee: Computer Associates Think Inc. (Broadcom, Inc.)
• Inventors: Lewis, Lundy M.
• Primary Examiner(s): Baderman; Scott
• Assistant Examiner(s): Truong; Loan
• Application Number:
  US10/332,752
• Publication Number:
  US 20040078733A1
• Time in Patent Office: 3,182 Days
• Field of Search: 714/31, 714/43, 714/74, 714/18, 714/4, 714 47- 48, 714/27, 710 52- 57, 370/229, 370/235, 370/252
• US Class Current: 714/47.2
• CPC Class Codes: H04L 41/0213 Standardised network management protocols, e.g. simple network management protocol [SNMP]
• CPC Class Codes: H04L 41/0631 using root cause analysis; using analysis of correlation between notifications, alarms or events based on decision criteria, e.g. hierarchy, tree or time analysis
• CPC Class Codes: H04L 41/16 using machine learning or artificial intelligence
• CPC Class Codes: H04L 41/5009 Determining service level performance parameters or violations of service level contracts, e.g. violations of agreed response time or mean time between failures [MTBF]
• CPC Class Codes: H04L 41/5025 by proactively reacting to service quality change, e.g. by reconfiguration after service quality degradation or upgrade
• CPC Class Codes: H04L 41/5032 Generating service level reports
• CPC Class Codes: H04L 41/5067 Customer-centric QoS measurements
• CPC Class Codes: H04L 41/5087 wherein the managed service relates to voice services management of VoIP services H04M7/0081
• CPC Class Codes: H04L 41/509 wherein the managed service relates to media content delivery, e.g. audio, video or TV
• CPC Class Codes: H04L 47/10 Flow control; Congestion control
• CPC Class Codes: H04L 47/11 Identifying congestion
• CPC Class Codes: H04L 47/12 Avoiding congestion; Recovering from congestion
• CPC Class Codes: H04L 47/19 at layers above the network layer network arrangements for networked applications for scheduling or organising the servicing of application requests H04L67/60
• CPC Class Codes: H04L 47/24 Traffic characterised by specific attributes, e.g. priority or QoS
• CPC Class Codes: H04L 47/30 in combination with information about buffer occupancy at either end or at transit nodes

Abstract

A method and apparatus for managing data, voice, application, and video services allows anticipation of poor quality of service from a remote management station, in order to allow correction of the cause before the end user perceives service quality degradation. Specific system phenomena are identified that coincide with user-perceived service degradation in a particular network. The network is then monitored for the occurrence of those phenomena. Incipient or existing user-perceived quality of service degradation is inferred from the occurrence of one or more of those phenomena and action is taken to avoid and/or correct the degraded service quality condition. In a preferred embodiment, as many of the steps as possible are performed automatically by a network management system. In one embodiment, a close correlation is assumed between application data buffer over-extension and poor quality of service from a user'"'"'s point of view. In this embodiment, a monitor is placed on the application data buffer that raises an alarm for a network management system whenever the buffer is close to over-extension or an algorithm identifies a trend towards over-extension.

Claims

1. A method for preventing degraded quality of service at a user computer coupled to a communications network, comprising:

gathering a plurality of system parameters from a plurality of devices within the communications network, wherein the plurality of system parameters gathered from the plurality of devices within the communications network relate to one or more occurrences of degraded quality of service perceived by a user at the user computer;

identifying one or more system phenomena that occur within the communications network based on the plurality of system parameters gathered from the plurality of devices within the communications network, wherein the identified system phenomena coincide with the one or more occurrences of degraded quality of service previously perceived by the user at the user computer;

monitoring one or more of the plurality of system parameters on one or more of the plurality of devices within the communications network to detect a trend towards an occurrence of the identified system phenomena within the communications network, wherein one or more monitors installed in the communications network perform the monitoring remotely from the user computer;

inferring an impending onset of degraded quality of service at the user computer in response to the one or more monitors detecting the trend towards the occurrence of the identified system phenomena from the monitored system parameters; and

raising an alarm in response to the one or more monitors detecting the trend towards the occurrence of the identified system phenomena from the monitored system parameters, wherein the alarm alerts a network management system of the inferred impending onset of degraded quality of service at the user computer, whereby the network management system can prevent the inferred impending onset of degraded quality of service from occurring at the user computer.

2. The method of claim 1, further comprising taking corrective action in response to the alarm that alerts the network management system of the inferred impending onset of degraded quality of service at the user computer, wherein the network management system automatically initiates the corrective action to prevent the inferred impending onset of degraded quality of service from occurring at the user computer.

3. The method of claim 1, wherein one or more of said identifying, monitoring, and raising are performed via the network management system.

4. The method of claim 2, wherein one or more of said identifying, monitoring, raising, and taking corrective action are performed via the network management system.

13. The method of claim 1, wherein the one or more monitors use one or more of polling or traps to monitor the one or more system parameters on the one or more devices within the communications network.

14. The method of claim 1, wherein raising the alarm includes sending the alarm to one or more of a pager, a telephone, the network management system, or an element management system.

17. The method of claim 1, wherein the monitored system parameters include at least one of a CPU processing load, a capacity of an internal or external data store, a screen refresh rate, or a fullness of at least one application data buffer on the one or more devices within the communications network.

20. The method of claim 1, wherein the network management system performs at least one of a statistical correlation, a data mining algorithm, a machine learning algorithm, reverse engineering, or empirical observation on the plurality of system parameters gathered from the plurality of devices within the communications network to identify the one or more system phenomena that coincide with the occurrences of degraded quality of service previously perceived by the user at the user computer.

23. The method of claim 1, wherein the one or more monitors perform at least one of a trending function or a fuzzy logic function on the monitored system parameters to detect the trend towards the occurrence of the identified system phenomena.

26. The method of claim 17, wherein the identified system phenomena include at least one of an overload of the CPU processing load, near depletion of the capacity of the internal or external data store, slowness of the screen refresh rate, or the fullness of the application data buffer being greater than a threshold.

5. A method for preventing degraded quality of service at a user computer coupled to a communications network, comprising:

gathering a plurality of system parameters from a plurality of devices within the communications network, wherein the plurality of system parameters gathered from the plurality of devices within the communications network relate to one or more occurences of degraded quality of service perceived by a user at the user computer;

monitoring one or more of the plurality of system parameters on one or more of the plurality of devices within the communications network to detect a trend towards an occurrence of at least one application data buffer re-flush within the communications network, wherein one or more monitors installed in the communications network perform the monitoring remotely from the user computer, and wherein the application data buffer re-flush coincides with the one or more occurrences of degraded quality of service previously perceived by the user at the user computer based on the gathered data;

inferring an impending onset of degraded quality of service at the user computer in response to the one or more monitors detecting the trend towards the occurrence of the application data buffer re-flush from the monitored system parameters; and

raising an alarm in response to the one or more monitors detecting the trend towards the occurrence of the application data buffer re-flush from the monitored system parameters, wherein the alarm alerts a network management system of the inferred impending onset of degraded quality of service at the user computer, whereby the network management system can prevent the inferred impending onset of degraded quality of service from occurring at the user computer.

6. The method of claim 5, further comprising taking corrective in response to the alarm that alerts the network management system of the inferred impending onset of degraded quality of service at the user computer, wherein the network management system automatically initiates the corrective action to prevent the inferred impending onset of degraded quality of service from occurring at the user computer.

7. The method of claim 5, wherein one or more of said monitoring, and raising are performed via the network management system.

8. The method of claim 6, wherein one or more of said monitoring, raising, and taking corrective action are performed via the network management system.

15. The method of claim 5, wherein the one or more monitors use one or more of polling or traps to monitor the one or more system parameters on the one or more devices within the communications network.

16. The method of claim 5, wherein raising the alarm includes sending the alarm to one or more of a pager, a telephone, the network management system, or an element management system.

18. The method of claim 5, wherein the monitored system parameters include a fullness of the application data buffer on the one or more devices within the communications network.

21. The method of claim 5, wherein the network management system performs at least one of a statistical correlation, a data mining algorithm, a machine learning algorithm, reverse engineering, or empirical observation on the plurality of system parameters gathered from the plurality of devices within the communications network to identify the application data buffer re-flush that coincides with the occurrences of degraded quality of service previously perceived by the user at the user computer.

24. The method of claim 5, wherein the one or more monitors perform at least one of a trending function or a fuzzy logic function on the monitored system parameters to detect the trend towards the occurrence of the identified system phenomena.

27. The method of claim 18, wherein the identified system phenomena include the fullness of the application data buffer being greater than a threshold.

9. An apparatus for preventing degraded quality of service at a user computer coupled to a communcations network, comprising:

at least one monitor that monitors one or more system parameters on one or more devices within the communications network to detect a trend towards an occurrence of one or more system phenomena within the communications network, wherein the at least one monitor is installed within the communications network remotely from the user computer; and

a network management system in communication with the at least one monitor, wherein the network management system comprises at least one processor configured to;

gather a plurality of system parameters that include at least the one or more monitored system parameters from a plurality of devices that include at least the one or more devices within the communications network, wherein the plurality of system parameters gathered from the plurality of devices within the communications network relate to one or more occurences of degraded quality of service perceived by a user at the user computer;

identify the one or more system phenomena that occur within the communications network based on the plurality of system parameters gathered from the plurality of devices within the communications network wherein the identified system phenomena coincide with the one or more occurrences of degraded quality of service previously perceived by the user at the user computer;

infer an impending onset of degraded quality of service at the user computer in response to the at least monitor detecting the trend towards the occurrence of the identified system phenomena from the monitored system parameters; and

raise an alarm in response to the at least one monitor detecting the trend towards the occurrence of the identified system phenomena from the monitored system parameters, wherein the alarm alerts the network management system of the inferred impending onset of degraded quality of service at the user computer, whereby the network management system can prevent the inferred impending onset of degraded quality of service from occurring at the user computer.

10. The apparatus of claim 9, wherein the at least one processor is further configured to take corrective action in response to the alarm that alerts the network management system of the inferred impending onset of degraded quality of service at the user computer, wherein the network management system automatically initiates the corrective action to prevent the inferred impending onset of degraded quality of service from occurring at the user computer.

11. The apparatus of claim 10, wherein the alarm is sent to one or more of a pager, a telephone, the network management system, and an element management system.

12. The apparatus of claim 9, wherein the at least one monitor uses one or more of polling or traps to monitor the one or more system parameters on the one or more devices within the communications network.

19. The apparatus of claim 9, wherein the monitored system parameters include at least one of a CPU processing load, a capacity of an internal or external data store, a screen refresh rate, or a fullness of at least one application data buffer on the one or more devices within the communications network.

22. The apparatus of claim 9, wherein the at least one processor is further configured to perform at least one of a statistical correlation, a data mining algorithm, a machine learning algorithm, reverse engineering, or empirical observation on the plurality of system parameters gathered from the plurality of devices within the communications network to identify the one or more system phenomena that coincide with the occurrences of degraded quality of service previously perceived by the user at the user computer.

25. The apparatus of claim 9, wherein the at least one monitor performs at least one of a trending function or a fuzzy logic function on the monitored system parameters to detect the trend towards the occurrence of the identified system phenomena.

28. The apparatus of claim 19, wherein the identified system phenomena include at least one of an overload of the CPU processing load, near depletion of the capacity of the internal or external data store, slowness of the screen refresh rate, or the fullness of the application data buffer being greater than a threshold.