Multi-tiered enterprise management system and method including a presentation services unit external to the enterprise

A multi-tiered remote enterprise management system and method are disclosed, whereby the management tool sets can be located in a part of the enterprise's architecture so that relatively high levels of system reliability can be achieved, faster deployments of the system can be made, enterprise investments can be better leveraged, bandwidth requirements can be minimized, and private IP addressed networks used require no special engineering designs.

TECHNICAL FIELD OF THE INVENTION

The present invention relates in general to the network and systems management field and, in particular, but not exclusively, to a multi-tiered remote management system and method for an enterprise.

BACKGROUND OF THE INVENTION

The management of clients' servers and desktop computers from a centralized management center requires the ability to overcome numerous technical barriers. The costs incurred by a developer/operator of centralized management systems in order to overcome these technical barriers reduces the developer's flexibility with respect to being able to bid on global solutions to the technical problems involved. For example, the problems and related issues involving networks, tools, staffing, deployment and redundancy all serve to reduce a developer's profits, lengthen the time it takes to deploy the solutions, and increase the difficulty of the global management techniques that can be used.

In an existing Service Management Centre (SMC) model, monitored client server customer equipment sends status information to a master database located in the SMC. This data can be used to generate reports, initiate trouble tickets, and provide historical data. The actual customer data is stored in databases located at the customer's site. These customer databases include security databases (e.g., containing data associated with individual and group access rights), Novell Directory Services (NDS) databases, domain or active directory databases, Windows Internet Naming Service (WINS) databases, Domain Name System (DNS) and other types of databases, and the actual file systems used.

Three components are typically associated with an existing SMC model: (1) Presentation, or what is viewed at the various management stations in an SMC; (2) Application, or the tools used to manage hardware and software in a customer's environment and process database information; and (3) Data Management, or the management of databases that store customer information, Structured Query Language (SQL) information, user security information, and file systems information.

For the existing SMC model, the Presentation, Application, and some of the Data Management components are located in the SMC. The remaining Data Management components are located at the customer's site (e.g., including security databases, file systems, and other managed data). An existing SMC model having this configuration is typically referred to as a Distributed Data Management Model. Notably, the Applications or tools are centrally located at the supporting SMC, along with the Presentation component (and some of the Data Management component). The users, devices and files being managed are located within the customer's network. In other words, the largest portion of the Data Management component resides in the customer's network. A significant problem with such a configuration is that the SMC's ability to process information and control functions resides in the SMC, the data management functions reside mainly in the customer's network, and these components are separated by a network. As a result, the performance or responsiveness of the Distributed Data Management Model is limited by the network's bandwidth and other network performance characteristics.

The Distributed Data Management Model is also referred to as the Two-Tier Client Server Model. If the SMC is monitoring and managing the functions of multiple customers' networks, the Data Management component residing at the SMC incurs an increased share of the load. In other words, the portion of the load at the customer site remains the same for any given customer, but the load is increased at the SMC as new customers are added. As a result, the Two-Tiered Client Server Model requires more processing power by the Application component as each new customer is added. Also, the network bandwidth requirements are increased as new customers are added, which reduces the bandwidth available for the other customers (and thereby reduces the scalability of the SMC).

SUMMARY OF THE INVENTION

In accordance with the present invention, a multi-tiered remote enterprise management system and method are provided, whereby the management tool sets can be located in a part of the enterprise's architecture so that relatively high levels of system reliability can be achieved, faster deployments of the system can be made, enterprise investments can be better leveraged, bandwidth requirements can be minimized, and private Internet Protocol (IP) addressed networks used require no special engineering designs.

An important technical advantage of the present invention is that a multi-tiered remote enterprise management system and method are provided, which enables an operator to rapidly assume the operational responsibilities of a client's network using the tools and processes that the client has already deployed.

Another important technical advantage of the present invention is that a multi-tiered remote enterprise management system and method are provided, whereby no significant additional hardware requirement is incurred by the SMC or client.

Yet another important technical advantage of the present invention is that a multi-tiered remote enterprise management system and method are provided, whereby software licenses purchased by a client can be used for remote management functions without requiring the purchase of additional licenses.

Still another important technical advantage of the present invention is that a multi-tiered remote enterprise management system and method are provided, whereby network bandwidth requirements are significantly reduced in comparison to previous techniques.

Still another important technical advantage of the present invention is that a multi-tiered remote enterprise management system and method are provided, whereby a client has the flexibility of being able to use any message protocol or IP number scheme desired.

Still another important technical advantage of the present invention is that a multi-tiered remote enterprise management system and method are provided, whereby no outage in either the SMC's network or client's network will affect the operations of the other's network.

Other technical advantages of the present invention will be readily apparent to one skilled in the art from the following figures, description and claims.

DETAILED DESCRIPTION OF THE INVENTION

FIG. 1illustrates an example multi-tiered remote management system100, which can be used to implement an example embodiment of the present invention. For this example, multi-tiered system100can be implemented as a three-tiered client server system. As such, system100can include a presentation services unit102, application services unit106, and a data management services unit110. Preferably, the presentation services unit102is coupled to the application services unit106by a suitable telecommunications link104for communicating data therebetween. Also, the applications services unit106and data management services unit110are preferably coupled together by a suitable telecommunications network108used by the customer whose enterprise functions are being monitored. For example, telecommunications link104or telecommunications network108can be implemented using separate Wide Area Networks (WANs), Medium Area Networks (MANs), Local Area Networks (LANs), proprietary links or networks, or some combination thereof. Notably, with the applications services unit106and data management services unit110configured locally to the customer within network108as shown inFIG. 1, all transactions can be computed locally, and the presentation associated with the transactions can be conveyed via link104to a presentation service unit102at a remote station. As a result, the processing and bandwidth requirements are significantly reduced at the presentation services unit102, in comparison with previous techniques. Also, the multi-tiered client server system100is highly scalable, because multiple customers having their own application services units and data management services units can be coupled to one presentation service unit (e.g.,102).

For one example embodiment, a thin-client server processing environment can be used. As a result, the monitoring and management processing functions associated with the application services unit106and data management services unit110can be carried out on a client server, and a remote user can manipulate the screen, mouse, and keyboard updates at a workstation or other suitable monitoring unit to perform the functions of the presentation services unit102.

A suitable remote control software package can be used by an SMC to remotely control servers and workstations that are running the system management tools. For example, if the management stations are using a Novell operating system, then the remote control software package or tools used can be, for example, Landesk® or ZEN®. Also, for example, if the management stations are using a Microsoft Windows NT operating system, then the remote control software package or tools used can be Systems Management Server (SMS®), Timbuktu®, or PCAnywhere®. If a UNIX operating system is used, then X Terminal management applications or system management tools can be used. As such, SMC personnel can use such a suitable tool and manage, for example, a Hewlett Packard (HP) OpenView® console, BMC Software Inc. console, Windows NT or Novell operating system applets, and other monitoring and management tools. Also, the SMC personnel can remotely process change/add/move requests, view system logs, process backups and restores, and conduct other administrative functions without having to convey the data across a WAN connection (e.g., link104). Preferably, only screen or presentation data are conveyed across the network connection (e.g., link104) from the client server to the SMC, which occurs only when a management session is actually being performed. As a result, the network bandwidth requirements are relatively low for the three-tiered client server system100shown inFIG. 1, and the response for the user can be as rapid as if the user were actually located at the client's site.

FIG. 2illustrates an example multi-tiered remote management system200, which can be used to implement an example embodiment of the present invention. For example, multi-tiered remote management system200can be used to implement a three-tiered client server system such as example system100shown in FIG.1. Example system200can include a workstation202associated with an SMC. Preferably, for this example, workstation202can be a personal computer configured with suitable software as an NT Thin Client workstation. Notably, a thin client device is a low-cost computing device that can operate in a server-centric computing model. Typically, a thin client does not require a state-of-the-art, powerful processor or large amounts of RAM or ROM, because it can access applications from a central server or network. Thin-client/server computing is a server-based approach for delivering critical applications to end-user devices, whereby an application's logic can be executed on a server and the user interface is conveyed across a network to a client.

Workstation202can be coupled to a suitable telecommunications link (e.g., T1 connection via the Internet)206via a router204. Link206can further couple workstation202to a client's network (e.g., LAN) via a second router208, and to the client's tool servers210a-210d. For this example, the tool servers210a-210dcan be coupled to a thin client server210e. A backup or emergency connection between workstation202and thin client server210ecan be provided via dial-up telephone modems212and214.

For this example, using an NT thin client workstation on the SMC side (e.g., at workstation202), there is no requirement for NT trust relationships, active directory trees, Novell NDS trees, or UNIX domains to be used. As such, all of the SMC's management services can be performed within the client's own network (e.g., using the tools and functions associated with servers210a-210e. Also, the SMC does not require the use of one or more large databases for storing client monitoring and reporting information, because the client information can be stored locally at the client's facilities.

For this example, on the client's side, the tool servers210a-210dand thin client server210ecan be coupled together via a management backbone connection. As a result, the thin client management sessions can be performed within the client's network using the client's own naming conventions, addressing, security, and procedures. Monitoring information can be collected and stored at the client's site. Preferably, only the screen views (presentation information) of the monitoring and/or reporting information are conveyed from the client's network to workstation202via link206. Notably, the network bandwidth requirements for the present invention are significantly lower than previous methods whereby the tools were resident at the SMC.

The tools used in conjunction with tool servers210a-210dmay be standard or specialized software tools. In either case, no additional equipment is required at the SMC. If a plurality of clients are being serviced by one SMC, then a respective SMC workstation (e.g., similar to202) may be used in conjunction with each client's network. Alternatively, a single SMC workstation (e.g.,202) can be used for handling the multiple clients' presentations.FIG. 3illustrates such a multiple client configuration. For example, referring toFIG. 3, a workstation302(e.g., located at an SMC) can be coupled to a plurality of clients' networks via link306(e.g., T1 connection via the Internet) and respective routers308a-308f. Each of the client's networks (e.g., denoted by310for one example client) can include a plurality of tool servers. As such, equipment failures occurring in one client's network do not affect the monitoring and collecting of information from the other clients' networks.

Management agents residing in the different clients' managed devices can convey their management information to databases in the clients' networks. Each client's tools for the managed devices can function normally, but each of the clients' devices can be monitored remotely at the SMC workstation202by viewing the console application of the various management applications involved.FIG. 4illustrates how a single workstation at an SMC (e.g.,402) can be used to view a console application for various management applications as monitoring and/or reporting information is conveyed from a client's network410via a router408. In other words, each screen402a-402ecan display real-time management information conveyed from the respective client tool (and tool server) used.

Management tools that do not function particularly well in a terminal server network environment can be candidates for a remote control application. For example, as illustrated byFIG. 3, it is possible to have remote control over several clients' servers or workstations simultaneously. Some of the management tools can include remote control type capabilities in their applications. A remote tool designation for any application can be used to select that application as the first one to be deployed. Furthermore, the one or more management workstations (e.g.,202) in an SMC can be dedicated to a particular client, or they can support multiple clients that use a common tool. For example, one workstation (e.g.,202) can support the management of all BMC consoles for several clients, another such workstation can support the management of all HP OpenView consoles for several clients, and so on.

FIG. 5illustrates an example multi-tiered remote management system500, which can be used to implement an example embodiment of the present invention. For example, multi-tiered remote management system500can be used to implement a three-tiered client server system such as example system100shown in FIG.1. An important function of system500is that one or more clients having unique requirements can be integrated into the multi-tiered system along with one or more other clients having no such requirements. For example, one or more clients can have a unique (private) IP scheme that requires a special connectivity arrangement to the SMC. Example system500can include a management workstation502at the SMC. For example, workstation502can be a personal computer configured as an NT thin client workstation. Workstation502can be coupled to a first plurality of clients' networks via link506(e.g., T1 connection over the Internet) and routers508a-508f. For clients using non-standard network addressing (e.g., non-standard IP addresses), workstation502can be coupled to a second plurality of clients' networks via a terminal server503(e.g., thin client server), router505, and routers508g-508i. Each of the clients' networks shown can include a terminal server (e.g., thin client server510) coupled to a respective set of tool servers. For this example, router505can provide a network address translation between the server503and each router508g-508iin the respective clients' networks.

As illustrated above, in accordance with the present invention, an SMC can leverage its tool management and monitoring expertise across multiple client environments. As a result, clients can receive the benefits of using tools that they have already invested in and that perform an important function in the clients' network services. If a client has non-standard management tools in place, an SMC can take over the role of remotely managing these tools. For example, if a client's network is an IBM OS/2 server network using a Token Ring protocol for message conveyance, an SMC can remotely control the tools in such a network by using IBM tools or one or more of the client's remote management tools. As such, the protocol and addressing schemes used by a client are immaterial to the SMC. The use of network address translation can shield the SMC system developer from concern about protocols or addressing and still allow the tools in the SMC to be used for multiple clients.