Empowering Marketing Solutions Teams

Empowering Marketing Solutions Teams
Luke Lofgren, Acxiom Corporation
@netwiz123 #GalaxZ17

@netwiz123 © 2017 All Rights Reserved CONFIDENTIAL 2
The Data Foundation For The World's Best Marketers
• Acxiom enables people-based marketing everywhere
through a simple, open approach to connecting systems
and data that drives seamless customer experiences and
higher ROI. We believe data is the key to creating
meaningful interactions at scale between consumers and
the brands they love.
• Making It Safe And Easy To Activate Data Anywhere:
Innovation is constantly driving fragmentation and creating
data silos within modern marketing departments, causing
consumers to experience far too many marketing messages
that are disconnected, untargeted, and wasteful.

About Luke
Luke’s career has grown with Acxiom for the last decade
and a half. At Acxiom Luke has served in release readiness,
performance testing, and capacity/performance
engineering analysis roles. Currently he serves as Expert
Infrastructure Architect focused on monitoring for Acxiom’s
IT Automation group. Luke holds 18 industry certifications
and has a BS in Business Information Systems from John
Brown University. He has presented at technology
conferences eight times from 2007 to 2014 including being
published in the International Computer Measurement
Group conference proceedings and returns from
presenting at GalaxZ16. Luke is home based in Erie PA with
his wife of 19 years and has five kids ranging from ages
from eight to 17.

Bias…
Strong architecture
Flexible extensibility
…that works.

Zenoss @
• Not the most variety of anyone here,
but targeting the full solution stack
• Started out at 5.0.x and I can say now
you’re missing out if your not on 5
• Using the WinRM and SSH for high-
capability agentless monitoring
• Bringing in network devices is showing
incredible modeling power of Zenoss

Zenoss @
• Legacy migration is rough; Zenoss legacy
support is deep and flexible
• We’ve been saying our legacy monitoring is
obsolete for over half a decade
• With Zenoss we actually finally completed it
• Pursuing light’s-out operations: focused
Monitoring Engineering/Architecture team and
self-service and highly leveraged CMDB
integration
…the Zenoss team is 2.5 people.

Zenoss @

Marketing Services Solutions
• It’s the high complexity, highly
customized, client focus solutions
• Traditionally many reasons to try and
duplicate and minimize IT
• Frustrated by “central” outages they
don’t understand
• Tied to old approaches to managing IT

Goals for Marketing Services
• They know when they are impacted
• We know when they are impacted
• We satisfy their desire to know about:
• Who else is impacted
• What things are occurring that
may be impacting them

@JohnSmith © 2017 All Rights Reserved CONFIDENTIAL 13
Populate using the CMDB
• Acxiom highly restricts CI updates
• Tags were a way around it
• Tags are a little two flexible
• Have now added a CI attribute
“monitored by”

Control using the CMDB
• Lights out monitoring operations
• Disable based on CI status
• Maintenance using change ticket
schedule
• Allow “maintenance status”
without risk

Jump using the CMDB
• Integration will merge
• ID link will track title
changes
• Accessible via API
• Updatable via ZenDMD

“Collapse” event management
• Auto-Ticket all events that
action is taken INCLUDING
Operations
• Essentially automating event
management by filtering
incidents
• No “operations”
management of
notifications 90%+
• Self-service email support

Tight integration inspires confidence
• Event Log updates in Zenoss
synchronized to tickets
• Ticket notes show if event is
closed (or reopened!)
• Can’t make the issue “go
away” by closing
• Routing for:
• Device
• Hardware
• Application
• Operations
• Onboarding

Windows Better Without An Agent
• Yes you’re trying to login to
Windows using Linux
• HTTP authenticated via AD has
payload encrypted
• Once you get WinRM, then:
• Exchange
• MS SQL
• Lync
• IIS
• All services…
• Powershell scripting opportunities

Linux via SSH with SNMP for hardware
• Get core security approval for account approach
• Do not use the account for automation activities
(no changes avoid audit questions)
• Certificate login
• Restricted origin login
• Can restrict what commands
(don’t recommend due to continued features)
• Now you’re there; you can extend
• Out of band agents or SNMP

Network: hidden strength
• So thoroughly integrated it disappears
• Network used to “jazzy”
charts/animation
• What having your network devices in
Zenoss provides is instant collaboration
• High amount of control and immediate
activation of changes wins them over

Healthcheck
• Escape being subject to browser
capability UI “hell”
• Make your speed of implementation
fast
• Escape authentication needs
• Easily hit all levels in your infrastructure
• Put the work in the hands of those who
know the app best
• Stop the debate of if a particular failure
is okay or not

API posting of events
• Effective device match: long to short, use of IP
• Don’t be dependent on your email infrastructure

/Groups/Client/[Team]/dedicated
• All events including the ones the Marketing Services team responds to
• Automatic ticketing of all events that require action
• Can be reviewed by marketing services team as well as IT teams trying to understand
an active situation
• Synchronized with CMDB:
• Company Name
• Tags or TBD
• Get into using the API:
I tweak scripts instead of
drag and drop.

External synthetic
• Minimal
entry
• Events if
can’t
reach

Dejavu?

Service Status

Service Impact expectations
• Segregation of events at a device level
• Alert when things are actually affected
• Put events in context
• Drive the Acxiom Service Status
Dashboard
• Allow them to visualize a whole new
way to agree to SLAs

Goals for Marketing Services
• They know when they are impacted
• We know when they are impacted
• We satisfy their desire to know about:
• Who else is impacted
• What things are occurring that
may be impacting them

Empowering Marketing Solutions Teams

Empowering Marketing Solutions Teams

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