© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without n...
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without n...
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without n...
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without n...
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without n...
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without n...
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without n...
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without n...
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without n...
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without n...
Virtualizationchallenges
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without n...
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without n...
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without n...
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without n...
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without n...
Newsupportforthe newITreality:
HPTechnologyServices
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without n...
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without n...
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without n...
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without n...
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without n...
Virtual downtime: It's real and can be avoided
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Virtual downtime: It's real and can be avoided

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No doubt that virtualization provides many benefits to IT operations, resulting in improvements for end users and the whole organization. But there are pitfalls too, and if not understood early enough, these can eliminate all benefits and turn the experience into an IT nightmare. In this session, we will discuss different virtualization issues and how HP's new support services can help avoid them.

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Virtual downtime: It's real and can be avoided

  1. 1. © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Virtualdowntime-it'sreal andcanbeavoided Session ID: BB1749 Sanjay Ahuja, Director, Americas Technology Services Portfolio Dixie Hedges, Manager, Americas Technology Services Delivery June 12, 2013
  2. 2. © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 3 My background Title Director, TS Support Portfolio IT industry experience • TS Value Services business management • Mission Critical Services management • Services Marketing management Professional information • ITIL Foundation Certified • Member, Tiecon New England Years at HP 19 Current responsibilities • Strategy & New service development • Support Portfolio Management • Attach & Per Event Business Management • Sales and Partner enablement Name Sanjay Ahuja E-mail sanjay.ahuja@hp.com
  3. 3. © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 4 My background Title Mission Critical District Manager (AZ, NM, Las Vegas, El Paso) IT industry experience • ITSM consulting & assessor • HP Services delivery organization, enterprise server/storage support • Project planning & proactive maintenance/continual service improvement Professional information • BoD AZ itSMF LIG • ITIL v2 Service Manager; ITIL v3 Expert Years at HP 16 Current responsibilities • Manage team responsible for delivering the mission critical service experience for enterprise customers • Deliver HP support services helping to align IT and business Name Dixie Hedges E-mail dixie.hedges@hp.com
  4. 4. © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 5 Agenda 1. Virtualization Downtime 2. Challenges & Lessons Learned 3. Solutions 4. Q&A
  5. 5. © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 6 Quiz Q: Do you think IT HW has become more resilient to failure in the last ten years? Yes No Same
  6. 6. © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 7 Quiz Q: What is the current & future trend for the number of unplanned disruptions? Down Up (significantly) No change
  7. 7. © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 8 Quiz Q: What % of disruptions is caused by hardware failure? >80% About 50% <20%
  8. 8. © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 9 Quiz Q: If not due to hardware failure, what else causes IT to be disrupted? Human error IT procedures / processes not well designed, tested or not followed Not learning from mistakes (not using IT best practices) All of the above
  9. 9. © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. “VirtualizedITnowisasessentialtobusinessaspaper usedtobe100yearsagoandso,aswemovefrom smallprojectstolargeprojects,virtualizationisn't guaranteedtobesuccessfulonitsown.” Ian Head, Research Director, Gartner Gartner: Supporting Virtualization: it shouldn't be the same
  10. 10. © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 11 Interesting dichotomy Technology improvements • Hardware reliability improvements • Hot swap of blades • Built-in hardware redundancy • High availability features of virtualization Software Virtualization Challenges • Incident/Problem Resolution issues • Process and Tools issues • Difficult to keep up to date on latest technologies/resource constrained • People and process fail
  11. 11. Virtualizationchallenges
  12. 12. © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 13 Real Stories Virtualization support challenges Impact Company #1: The hidden process Complexity of virtualized environment; load balancing Testing procedures Isolating problem; configuration management More dynamic environment; more pieces impacted Hours of labor and resources invested Continued slow user performance Service Desk and L2 Money spent on performance monitoring software Resulting in...
  13. 13. © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 14 Real Stories Virtualization support challenges Impact Company #2: True virtualization issue Performance issues Fire-fighting efforts Lack of capacity management and planning Lack of configuration management; Where is the problem? Hours of labor and resources invested Production systems impacting global operations Huge delays in operational tasks Problems returned within hours of restarting VCenter Resulting in….
  14. 14. © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 15 Real Stories Virtualization support challenges Impact Company #3: It should have worked Full failover processes not defined Application dependencies Strategic planning vs. operational reality Hours to recover services Unplanned labor and resources invested Missed SLA targets, resulting in penalties Resulting in….
  15. 15. © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 16 Real Stories Virtualization support challenges Impact Company #4: Manage interdependencies; run multiple applications Version control; inability to support newer h/w Lack of demand management How to manage different applications? Mismatched firmware and configurations 48-hour service outage $18M USD lost revenue & penalties CIO was fired Moved IT to cloud-services, impacting IT organization Resulting in….
  16. 16. © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 17 Challenges Lessons learned What runs on what? • Standardize and automate • Verify processes work for both physical and virtual components Fewer single points of failure, but harder to identify root cause • Verify change and configuration management are robust, scalable • Integrate capacity, demand and financial management More dynamic environment • Manage software and firmware interdependencies • Integrate and automate request fulfillment and deployment More applications and business services impacted by issues • Monitor and manage every component • Test – and test again Longer time to solve issues • Train staff No longer a hardware availability problem The problem moved
  17. 17. Newsupportforthe newITreality: HPTechnologyServices
  18. 18. © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 19 HP Technology Services solutions Project services HP Technology Consulting • Assess • Implement/Migrate • Educate Proactive support HP Proactive Care • Performance monitoring • Proactive advice • Enhanced call experience Comprehensive support HP Datacenter Care • Tailored support for IT environment • Multi-technology support • Assigned account team Making technology work for you Modern support model based on preventing problems, acting proactively; many of these actions are taken remotely
  19. 19. © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. “We'vevirtualizedinordertogain moresimplicitybuthaveendedin aplacemorecomplex.“ Ian Head, Research Director, Gartner
  20. 20. © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 21 For more information Attend these sessions • BB1649 Availability takes more than redundant hardware • BB1670 What it takes to run and manage business critical IT • BB3546 Addressing critical support challenges in a converged cloud environment Visit these demos • Proactive Insight Experience – Proactive Care, 763 • HP Datacenter Care for cloud, 422 • Mission Critical Experience with HP Technology Services, 785 After the event • Contact your sales rep • Visit the website at: http://www.hp.com/services/support services • Watch the webcast “Supporting Virtualization: it shouldn’t be the same” http://www.itbriefingcenter.com/prog rams/hp_1429.html Your feedback is important to us. Please take a few minutes to complete the session survey.
  21. 21. © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 22 Learn more about this topic Use HP Autonomy’s Augmented Reality (AR) to access more content 1. Launch the HP Autonomy AR app* 2. View this slide through the app 3. Unlock additional information! *Available on the App Store and Google Play
  22. 22. © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Thankyou
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