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Stop Losing Sleep V1.0 20100414 Stop Losing Sleep V1.0 20100414 Presentation Transcript

  • Stop Losing Sleep.  How we deal with our trickiest availability problems and How you can use the techniques, regardless of your size Russell Girten Vice President Process Transformation & Information Technology Alaska Communications Systems
  • The Environment
  • The Old User Experience
    • Users expected outages.
    • A long duration outage: email out of service for four days, July 2008
    • Users were better prepared for outage than IT.
    Not an actual user Our users weren’t this relaxed
  • The Experience of IT Staff
    • Little credibility
    • A staff of firefighters and heroes
    • Not enablers: Perceived as a drain on the business
    • A fragile infrastructure, to be sure.
    Not an actual member of IT They were much more beaten up.
  • Today’s IT Environment
  • What Did We Change?
  • KEY #1: HOSTING
    • Standard call center & remote footprint: thin client with Citrix
    • Easy client exchange for call centers.
    • Approximately 25% of our desktops are served through Citrix
    • We do not yet publish applications, but have a strong desire
    Remote Desktop
    • We match storage type to the application.
    • Virtualized storage remains close to the server in a private cloud
    • RAID storage when practical
    • Outside:
      • ASP applications (HR)
      • Failover
    Storage
    • Tape Backup
    • Redundant Images
      • Anchorage
      • Hillsboro
    • High Availability
      • Midrange
      • Unix
      • Core 20 Windows Apps
    • Two Production Restores:
      • Bad PTF
      • Disk Reconfiguration
    Backup
    • Cluster when possible
      • SQL Server
      • eMail
      • Core 20 Applications
    • Nodes hosted in our Hillsboro Customer Data Center
    • Traffic balanced and redirected via F5 and DNS
    Failover
    • Private cloud services for:
      • Processor
      • Storage
    • Public cloud services for:
      • Management of selected applications
      • Invoice Print
      • HRIS Footprint
    • Aggressive investigation:
      • Google Apps
      • Off-site backup
    Cloud Processing
  • KEY #2: CONNECTIVITY
  • Connectivity Inside Alaska
    • Use the most appropriate connectivity for the job.
    • Heavily Metro Ethernet-based
    • Metro Ethernet is meshed – highly available, very flexible.
    • Branch offices supported through Metro Ethernet and DSL
    • PCI DSS Compliant
    • SAS 70 Ready
  • Connectivity Outside Alaska
    • Dual paths of connectivity
    • Dual Internet ingress
    • Dual entrances for critical network segments
    • ACS provides end-to-end service management.
    • Heavy build of VPN services to connect with vendors and partners
    • Wireless Connectivity
    • For Remote Employees
    • For High-Speed Backup
    The Wireless Option
  • Network Mgm’t & Redundancy
    • Dual entrances
    • Dual modes of connectivity
    • Heavy focus on scope management and DNS cleanup
    • Branch office print services are important
    • Software via SCCM
  • KEY #3: MANAGEMENT
  • Established Availability Windows
    • Our commitments to the business are very clear.
    • Heavily focused on the Core 20 applications
    • Three IT change windows:
      • Fri/Sat Overnight
      • Sat/Sun Overnight
      • Midweek
  • Core 20 Stoplight
    • Stoplights let us quickly assess the state of our environment.
    • Focused on:
      • Resources
      • Age
      • Support
    • Where Red/Yellow exists, SIPs are required.
    • Implementation Plan
    • Results of User Acceptance Testing
    • Communication Plan
    • Post-Implementation Test Plan
    • Rollback Triggers and Plan
    Change Management Culture change is required to make this work. Management discipline is necessary, and the staff must buy-in.
  • High Usage Devices
    • We are aggressive about managing high-bandwidth utilization on low-speed connections. We use NetFlow.
    • We allow most types of Internet traffic, including streaming media, but…
    • We will contact high-usage personnel and advise “We noticed your service might not be working well. What can we do to help improve things…” This gets the point across.
  • High Bandwidth Consumption
    • For Each Terminating Location:
      • Busy Hour Throughput
    • Standard Business Day Management
    • Data collected with Intermapper and processed with Excel
    • Managed in 5 minute increments.
    • Number of tickets:
      • In the queue each day
      • Closed during week
      • Open at end of week
    • For:
      • All IT
      • Each Team
      • Each Application
    Service Volume & Throughput
    • For each urgent incident (and other selected topics)
    • What can we do to put in a foolproof solution to assure this doesn’t happen again
    • Would it be helpful to have a change buddy?
    • Initiated from data/expert level
    RCAs & Service Improvement Plans
  • The Experience of IT Staff Today http://imgs.xkcd.com/comics/devotion_to_duty.png
  • The experience of our users today
    • Urgent outages are much reduced
    • Reduced ticket load
    • More time for project-oriented activities
    • We (rarely) fail at the same place/in the same way more than once
    • We react quickly to irreversibly correct the causes of outage.
  • Stop Losing Sleep.  How we deal with our trickiest availability problems and How you can use the techniques, regardless of your size Russell Girten Vice President Process Transformation & Information Technology Alaska Communications Systems
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  • Virus Protection
    • Vipre, Sunbelt Systems
    • Lower Overhead
    • Lower Cost
    • Fewer Servers Required
    • Simplified Management
    • Moderate usage of *nix
    • Often when we use open source apps.
    • Generally out of our Core 20, with one notable exception
    • Implementing High Availability, ETA May 2010
    Unix Processing
  • Power & HVAC
    • UPS-backed power
    • Generator-backed power
    • Hot aisles, cold aisles
    • Improving density management
    • Core of the business
    • Multiple Systems
    • Redundant components in cabinet
    • Failover to alternate data center
    Midrange Processing
  • Throughput Management
    • We manage for 24/7 performance and availability
    • Key Network Segments
      • Key field locations
      • Retail locations
    • We look for:
      • Incessant Chat
      • Spikes of Utilization
      • Time of day variation
    • Heavily virtualized environment
    • Dedicated hardware with virtualization for Core 20 systems.
    • If not on the Core 20, probably cloud processor and storage
    • Turkey Soup, anyone?
    Server Farms