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- 1. Title ABC/123 Version X 1 Leadership Newsletter Article LDR/300 Version 5 1 University of Phoenix Material Headline Newsletter Tips 1. Interview your individual and research any information necessary. 2. Carefully consider your individual and audience so you offer an article that is engaging and worthwhile. 3. Create a compelling headline and opening to get your audience’s attention. 4. Use clear and concise sentences to generate your individual’s leadership profile. 5. Add any pictures, tables, or graphs that offer insight or clarification for the reader. 6. Review newsletter template websites for assistance. For example, open your web browser and search for either “smore newletter” or “templates cakemail”. Opening
- 2. Content Wrap-Up Conclusion Citations (APA) Leadership Newsletter Article Template Copyright © XXXX by University of Phoenix. All rights reserved. Copyright © 2016 by University of Phoenix. All rights reserved. ptg18221866
- 3. ptg18221866 ptg18221866 This page intentionally left blank ptg18221866 • • • • • • • • • • • • • • • • • • • • • ptg18221866 http://www.pearsoned.com/permissions/ ptg18221866 ptg18221866 ptg18221866
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- 8. ptg18221866 ptg18221866 http://www.EverythingSysAdmin.com ptg18221866 ptg18221866 This page intentionally left blank ptg18221866 ptg18221866 ptg18221866 ptg18221866 This page intentionally left blank
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- 10. ptg18221866 ptg18221866 ptg18221866 BACKLOG ACTIVE COMPLETED Use Kanban Try Kanban tool Get some s!cky notes! Get a white- board Learn about Kanban
- 11. ptg18221866 Linux Team BACKLOG ACTIVE VERIFYING COMPLETED Windows Team Network Team ptg18221866 ptg18221866 ptg18221866 ptg18221866 ptg18221866 ptg18221866
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- 15. ptg18221866 ptg18221866 + Database Web server(a) Stateful Database Web server (b) Stateful Stateless SAN Web server Database service (c) Stateful Stateless ptg18221866
- 16. SAN Database service Stateful Stateless Read-Only DB Cache Read-Only DB Cache Read-Only DB Cache Read-only DB cache Read-Only DB Cache Read-Only DB Cache Read-Only DB Cache Web server HTTP requests ptg18221866
- 19. model Monitor / Metrics Builder Packager Packages Installer Automation framework Infrastructure manager Modular automation Operations console Package repository Source repository Environment Server specification Monitor / Metrics
- 20. Automation modules Acceptance tests Builder Packager Installer Automation framework Deploy Service delivery platform design pattern Build In fr a st ru c tu re A p p li ca
- 21. ti o n Packages Images Build console Commit Build Package Register Promote Install Configure ptg18221866 ptg18221866 ptg18221866 ptg18221866 ptg18221866
- 22. No Yes No Error! Done Yes Done Is it correct? Is it correct? Fix it. ptg18221866 ptg18221866 ptg18221866 Generic Defini!on Beta Produc!on
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- 44. VM1 VM2 VM3 VM4 VM5 VM6 VM7 VM8 VM9 VM10 VM11 VM8 VM9 V M S e r v e r C VM11 VM10 ptg18221866 VM1 VM2
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- 74. ptg18221866 Server pod Fabric switches TOR switches F1 F2 Fn T1 T2 T3 Tm ptg18221866 ptg18221866 ptg18221866 Field office Field office Field office
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- 87. ptg18221866 ptg18221866 This page intentionally left blank ptg18221866 ptg18221866 ptg18221866 START ENDThe Gree!ng Verifica!onPlanning and Execu!on Problem Iden!fi- ca!on Th A Proble
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- 96. ptg18221866 ptg18221866 http://secret.example.com/project/quickfox/competitors-to- destroy-may27.html http://secret.example.com/project/quickfox/competitors-to- destroy-may27.html ptg18221866 ptg18221866 ptg18221866 This page intentionally left blank ptg18221866 ptg18221866
- 98. ptg18221866 ptg18221866 ptg18221866 Subject: FYI - QUIET TIME IS COMING 09/25 - 10/06 Team Just a reminder for you all that QUIET TIME will be here in three weeks. It is scheduled to begin on 9/25 and go to 10/06. Change control 96739 is below: CHANGE SUMMARY DISPLAY CHANGE: 00096739 Assignee Class/Queue... GNSC Change Status/Type OR/INF Assignee Name......... ___________________ IPL/Service Disrpt N/N Requester Name........ FRED/ADDAMS Risk/Chg Reason... 1/QT Enterer’s Name........ FRED/ADDAMS Proc Ctr/Cntl Ctr. NET/GNS Enterer’s Phone....... (555)555-8765 Problem Fixed..... _______
- 99. Enterer’s Class/Queue.. GNSC Business Unit..... ALL Plan Start Date/Time... 09/25/2000 00:01 Code..... GLOBAL Plan End Date/Time..... 10/06/2000 24:00 COI............... ALL Date/Time Entered...... 04/10/2000 14:26 Approval Status... PENDING Date/Time Last Altered 06/22/2000 16:02 User Last Altered. NCC0FHA Date Closed........... __________ Associated Doc.... N/A System................ __________________________ Component/Application.. FISCAL-PROCESS&NTWK-QUIET- TIME Description........... 4Q00/1Q01 FISCAL EXTENDED AVAILABILITY System edited......... _________________________ Location Loc added.... ____________ Fiscal processing, email, and network quiet time to support quarterly book close/open activities. Changes that may impact access to or data movement between server/mainframe applications or email should be
- 100. rescheduled. Only emergency changes to prevent or fix outages will be reviewed for possible implementation. All changes will require a change exception form be submitted to the CMRB. See URL for Quiet Time Guidelines and contact information: http://wwwin.foo.com/gnsc/quiet-time.html Customer Impact: None Test plan: None Contact and Phone/Pager Numbers: JOHN SMITH..........(555)555-1234 JANE JONES..........(555)555-4321 ALICE WALTER........(555)555-7890 800-555-5555 pin 123456 Backout Plan: None *** BOTTOM OF DATA *** http://wwwin.foo.com/gnsc/quiet-time.html ptg18221866 ptg18221866
- 103. ptg18221866 ptg18221866 ptg18221866 To: all-users Subject: SERVER REBOOT: 6 PM TODAY From: System Administration Group <[email protected]> Reply-To: [email protected] Date: Thu, 16 Jun 2001 10:32:13 -0500 WHO IS AFFECTED: All hosts on DEVELOPER-NET, TOWNVILLE-NET, and BROCCOLI-NET. WHAT WILL HAPPEN: All servers will be rebooted. WHEN? Today between 6-8 PM (should take 1 hour) WHY?
- 104. We are in the process of rolling out new kernel tuning parameters to all servers. This requires a reboot. The risk is minimal. For more information please visit: http://portal.example.com/sa/news0005 I OBJECT! Send mail to "help" and we will try to reschedule. Please name the server you want us to keep up today. http://portal.example.com/sa/news0005 ptg18221866 ptg18221866 ptg18221866 ptg18221866 ptg18221866
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- 118. 1.1.1.1 DNS client Resolver: 1.1.1.1 DNS server (3.4.5.6) Anycast: 1.1.1.1 DNS client Resolver: 1.1.1.1 DNS server (4.5.6.7) Anycast: 1.1.1.1 ptg18221866 ptg18221866 . × ptg18221866
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- 142. ptg18221866 http://www-draft.example.com: http://www-qa.example.com: http://www.example.com: ptg18221866 ptg18221866 ptg18221866 This page intentionally left blank ptg18221866 ptg18221866 This page intentionally left blank ptg18221866 ptg18221866
- 143. ptg18221866 https://www.usenix.org/lisa/system-administrators-code-ethics ptg18221866 The System Administrators’ Code of Ethics We as professional System Administrators do hereby commit ourselves to the highest standards of ethical and professional conduct, and agree to be guided by this code of ethics, and encourage every System Administrator to do the same. Professionalism I will maintain professional conduct in the workplace and will not allow personal feelings or beliefs to cause me to treat people unfairly or unprofessionally. Personal Integrity I will be honest in my professional dealings and forthcoming about my competence and the impact of my mistakes. I will seek assistance from others when required. I will avoid conflicts of interest and biases whenever possible. When my advice is sought, if I have a conflict of interest or bias, I will declare it if appropriate, and recuse myself if necessary. Privacy I will access private information on computer systems
- 144. only when it is necessary in the course of my technical duties. I will maintain and protect the confidentiality of any information to which I may have access, regardless of the method by which I came into knowledge of it. Laws and Policies I will educate myself and others on relevant laws, regulations, and policies regarding the performance of my duties. Communication I will communicate with management, users, and colleagues about computer matters of mutual interest. I will strive to listen to and understand the needs of all parties. System Integrity I will strive to ensure the necessary integrity, reliability, and availability of the systems for which I am responsible. I will design and maintain each system in a manner to support the purpose of the system to the organization. Education I will continue to update and enhance my technical knowledge and other work-related skills. I will share my knowledge and experience with others. Responsibility to Computing Community I will cooperate with the larger computing community to maintain the integrity of network and computing resources.
- 145. Social Responsibility As an informed professional, I will encourage the writing and adoption of relevant policies and laws consistent with these ethical principles. Ethical Responsibility I will strive to build and maintain a safe, healthy, and productive workplace. I will do my best to make decisions consistent with the safety, privacy, and well-being of my community and the public, and to disclose promptly factors that might pose unexamined risks or dangers. I will accept and offer honest criticism of technical work as appropriate and will credit properly the contributions of others. I will lead by example, maintaining a high ethical standard and degree of professionalism in the performance of all my duties. I will support colleagues and co-workers in following this code of ethics. Copyright © 2014 The USENIX Association. USENIX grants permission to reproduce this Code in any format, provided that the wording is not changed in any way, that signatories USENIX, LISA, and LOPSA are included, and that no other signatory or logo is added without explicit permission from the copyright holder(s). ptg18221866
- 151. ptg18221866 ptg18221866 ptg18221866 ptg18221866 ptg18221866 ptg18221866 ptg18221866 . . . . . . . . . . . . ++
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- 164. 1 1 1 1 1 1 1 12/2014 1/2015 2/2015 3/2015 4/2015 Regular Response Service A Emergency Response Monitoring and Metrics Capacity Planning Life-Cycle Management New Service Introduction and Removal Service Deployment and Decommissioning Resource Efficiency
- 165. 1 1 2 2 2 2 2 222 2 2 2 2 2 22 2 2 3 3 3 3 3 3 3 4 4 4 4 3
- 166. 1 2 2 2 22 3 3 3 4 4 4 5 1 2014Q1Team 1 Service A Service B Service C 2015Q1 2015Q2 2015Q3 2015Q4 1 ptg18221866 ptg18221866 ptg18221866
- 167. 1 1 1 2 32 3 1 2 1 1 2 2 2 2 3 3 3 4 4 3 4 5 1 2014Q1 Team 1 Team 2 Team 3 Team 4 Team 5 2015Q1 2015Q2 2015Q3 2015Q4 3 +
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- 186. ptg18221866 This page intentionally left blank ptg18221866 To see our complete list of upcoming conferences, go to www.usenix.org/conferences SREcon is a gathering of engineers who care deeply about site reliability, systems engineering, and working with complex distributed systems at scale. The conference has a culture of critical thought, deep technical insights, continuous improvement, and innovation. For more than 30 years, LISA has been the premier conference for IT operations, where systems engineers, operations professionals, and academic researchers share real-world knowledge about designing, building, and maintaining the critical systems of our interconnected world. HAVE WE GOT A CONFERENCE FOR YOU! http://www.usenix.org/conferences ptg18221866
- 187. PEARSONALWAYS LEARNING For more information and sample content visit informit.com/tposa. eBook and print formats available. The Practice of System Administration, Volume 2—Cloud System Administration informit.com/tposa The Practice of Cloud System Administration focuses on “distributed” or “cloud” computing and brings a DevOps/SRE sensibility to the practice of system administration. Unsatisfied with books that cover either design or operations in isolation, the authors created this authoritative reference centered on a comprehensive approach. The Practice of Cloud System Administration brings together knowledge and best practices for administering systems in the age of cloud computing, and for architecting, scaling, and operating services that perform reliably and well. Case studies and examples from Google, Etsy, Twitter, Facebook, Netflix, Amazon, and
- 188. other industry giants are explained in practical ways that are useful to all enterprises. http://www.informit.com/tposa http://www.informit.com/tposa ptg18221866 Addison-Wesley • Cisco Press • IBM Press • Microsoft Press • Pearson IT Cer tification • Prentice Hall • Que • Sams • VMware Press REGISTER YOUR PRODUCT at informit.com/register Access Additional Benefits and SAVE 35% on Your Next Purchase • Download available product updates. • Access bonus material when applicable. • Receive exclusive offers on new editions and related products. (Just check the box to hear from us when setting up your account.) • Get a coupon for 35% for your next purchase, valid for 30 days. Your code will be available in your InformIT car t. (You will also find it in the Manage Codes section of your account page.)
- 189. Registration benefits vary by product. Benefits will be listed on your account page under Registered Products. InformIT.com–The Trusted Technology Learning Source InformIT is the online home of information technology brands at Pearson, the world’s foremost education company. At InformIT.com you can • Shop our books, eBooks, software, and video training. • Take advantage of our special offers and promotions (informit.com/promotions). • Sign up for special offers and content newsletters (informit.com/newsletters). • Read free ar ticles and blogs by information technology exper ts. • Access thousands of free chapters and video lessons. Connect with InformIT–Visit informit.com/community Learn about InformIT community events and programs. http://www.informit.com/register http://www.InformIT.com http://www.InformIT.com http://www.informit.com/promotions http://www.informit.com/newsletters http://www.informit.com/community http://www.informit.comCoverTitle PageCopyright PageContentsPrefaceAcknowledgmentsAbout the AuthorsPart I: Game-Changing Strategies1 Climbing Out of the Hole1.1
- 190. Organizing WIP1.1.1 Ticket Systems1.1.2 Kanban1.1.3 Tickets and Kanban1.2 Eliminating Time Sinkholes1.2.1 OS Installation and Configuration1.2.2 Software Deployment1.3 DevOps1.4 DevOps Without Devs1.5 Bottlenecks1.6 Getting Started1.7 SummaryExercises2 The Small Batches Principle2.1 The Carpenter Analogy2.2 Fixing Hell Month2.3 Improving Emergency Failovers2.4 Launching Early and Often2.5 SummaryExercises3 Pets and Cattle3.1 The Pets and Cattle Analogy3.2 Scaling3.3 Desktops as Cattle3.4 Server Hardware as Cattle3.5 Pets Store State3.6 Isolating State3.7 Generic Processes3.8 Moving Variations to the End3.9 Automation3.10 SummaryExercises4 Infrastructure as Code4.1 Programmable Infrastructure4.2 Tracking Changes4.3 Benefits of Infrastructure as Code4.4 Principles of Infrastructure as Code4.5 Configuration Management Tools4.5.1 Declarative Versus Imperative4.5.2 Idempotency4.5.3 Guards and Statements4.6 Example Infrastructure as Code Systems4.6.1 Configuring a DNS Client4.6.2 A Simple Web Server4.6.3 A Complex Web Application4.7 Bringing Infrastructure as Code to Your Organization4.8 Infrastructure as Code for Enhanced Collaboration4.9 Downsides to Infrastructure as Code4.10 Automation Myths4.11 SummaryExercisesPart II: Workstation Fleet Management5 Workstation Architecture5.1 Fungibility5.2 Hardware5.3 Operating System5.4 Network Configuration5.4.1 Dynamic Configuration5.4.2 Hardcoded Configuration5.4.3 Hybrid Configuration5.4.4 Applicability5.5 Accounts and Authorization5.6 Data Storage5.7 OS Updates5.8 Security5.8.1 Theft5.8.2 Malware5.9 Logging5.10 SummaryExercises6 Workstation Hardware Strategies6.1 Physical Workstations6.1.1 Laptop Versus Desktop6.1.2 Vendor Selection6.1.3 Product Line Selection6.2 Virtual Desktop Infrastructure6.2.1 Reduced Costs6.2.2 Ease of Maintenance6.2.3 Persistent or Non- persistent?6.3 Bring Your Own Device6.3.1 Strategies6.3.2 Pros and Cons6.3.3 Security6.3.4 Additional Costs6.3.5 Usability6.4 SummaryExercises7 Workstation Software Life Cycle7.1 Life of a Machine7.2 OS Installation7.3 OS Configuration7.3.1
- 191. Configuration Management Systems7.3.2 Microsoft Group Policy Objects7.3.3 DHCP Configuration7.3.4 Package Installation7.4 Updating the System Software and Applications7.4.1 Updates Versus Installations7.4.2 Update Methods7.5 Rolling Out Changes...Carefully7.6 Disposal7.6.1 Accounting7.6.2 Technical: Decommissioning7.6.3 Technical: Data Security7.6.4 Physical7.7 SummaryExercises8 OS Installation Strategies8.1 Consistency Is More Important Than Perfection8.2 Installation Strategies8.2.1 Automation8.2.2 Cloning8.2.3 Manual8.3 Test-Driven Configuration Development8.4 Automating in Steps8.5 When Not to Automate8.6 Vendor Support of OS Installation8.7 Should You Trust the Vendor’s Installation?8.8 SummaryExercises9 Workstation Service Definition9.1 Basic Service Definition9.1.1 Approaches to Platform Definition9.1.2 Application Selection9.1.3 Leveraging a CMDB9.2 Refresh Cycles9.2.1 Choosing an Approach9.2.2 Formalizing the Policy9.2.3 Aligning with Asset Depreciation9.3 Tiered Support Levels9.4 Workstations as a Managed Service9.5 SummaryExercises10 Workstation Fleet Logistics10.1 What Employees See10.2 What Employees Don’t See10.2.1 Purchasing Team10.2.2 Prep Team10.2.3 Delivery Team10.2.4 Platform Team10.2.5 Network Team10.2.6 Tools Team10.2.7 Project Management10.2.8 Program Office10.3 Configuration Management Database10.4 Small-Scale Fleet Logistics10.4.1 Part-Time Fleet Management10.4.2 Full-Time Fleet Coordinators10.5 SummaryExercises11 Workstation Standardization11.1 Involving Customers Early11.2 Releasing Early and Iterating11.3 Having a Transition Interval (Overlap)11.4 Ratcheting11.5 Settinga Cut-Off Date11.6 Adapting for Your Corporate Culture11.7 Leveraging the Path of Least Resistance11.8 SummaryExercises12 Onboarding12.1 Making a Good First Impression12.2 IT Responsibilities12.3 Five Keys to Successful Onboarding12.3.1 Drive the Process with an Onboarding Timeline12.3.2 Determine Needs Ahead of Arrival12.3.3 Perform the Onboarding12.3.4 Communicate
- 192. Across Teams12.3.5 Reflect On and Improve the Process12.4 Cadence Changes12.5 Case Studies12.5.1 Worst Onboarding Experience Ever12.5.2 Lumeta’s Onboarding Process12.5.3 Google’s Onboarding Process12.6 SummaryExercisesPart III: Servers13 Server Hardware Strategies13.1 All Eggs in One Basket13.2 Beautiful Snowflakes13.2.1 Asset Tracking13.2.2 Reducing Variations13.2.3 Global Optimization13.3 Buyin Bulk, Allocate Fractions13.3.1 VM Management13.3.2 Live Migration13.3.3 VM Packing13.3.4 Spare Capacity for Maintenance13.3.5 Unified VM/Non-VM Management13.3.6 Containers13.4 Grid Computing13.5 Blade Servers13.6 Cloud- Based Compute Services13.6.1 What Is the Cloud?13.6.2 Cloud Computing’s Cost Benefits13.6.3 Software as a Service13.7 Server Appliances13.8 Hybrid Strategies13.9 SummaryExercises14 Server Hardware Features14.1 Workstations Versus Servers14.1.1 Server Hardware Design Differences14.1.2 Server OS and Management Differences14.2 Server Reliability14.2.1 Levels of Redundancy14.2.2 Data Integrity14.2.3 Hot-Swap Components14.2.4 Servers Should Be in Computer Rooms14.3 Remotely Managing Servers14.3.1 Integrated Out-of-Band Management14.3.2 Non-integrated Out- of-Band Management14.4 Separate Administrative Networks14.5 Maintenance Contracts and Spare Parts14.5.1 Vendor SLA14.5.2 Spare Parts14.5.3 Tracking Service Contracts14.5.4 Cross-Shipping14.6 Selecting Vendors with Server Experience14.7 SummaryExercises15 Server Hardware Specifications15.1 Models and Product Lines15.2 Server Hardware Details15.2.1 CPUs15.2.2 Memory15.2.3 Network Interfaces15.2.4 Disks: Hardware Versus Software RAID15.2.5 Power Supplies15.3 Things to Leave Out15.4 SummaryExercisesPart IV: Services16 Service Requirements16.1 Services Make the Environment16.2 Starting with a Kick-Off Meeting16.3 Gathering Written Requirements16.4 Customer Requirements16.4.1 Describing Features16.4.2 Questions to Ask16.4.3 Service Level Agreements16.4.4 Handling Difficult Requests16.5 Scope,
- 193. Schedule, and Resources16.6 Operational Requirements16.6.1 System Observability16.6.2 Remote and Central Management16.6.3 Scaling Up or Out16.6.4 Software Upgrades16.6.5 Environment Fit16.6.6 Support Model16.6.7 Service Requests16.6.8 Disaster Recovery16.7 Open Architecture16.8 SummaryExercises17 Service Planning and Engineering17.1 General Engineering Basics17.2 Simplicity17.3 Vendor-Certified Designs17.4 Dependency Engineering17.4.1 Primary Dependencies17.4.2 External Dependencies17.4.3 Dependency Alignment17.5 Decoupling Hostname from Service Name17.6 Support17.6.1 Monitoring17.6.2 Support Model17.6.3 Service Request Model17.6.4 Documentation17.7 SummaryExercises18 Service Resiliency and Performance Patterns18.1 Redundancy Design Patterns18.1.1 Masters and Slaves18.1.2 Load Balancers Plus Replicas18.1.3 Replicas and Shared State18.1.4 Performance or Resilience?18.2 Performance and Scaling18.2.1 Dataflow Analysis for Scaling18.2.2 Bandwidth Versus Latency18.3 SummaryExercises19 Service Launch: Fundamentals19.1 Planning for Problems19.2 The Six- Step Launch Process19.2.1 Step 1: Define the Ready List19.2.2 Step 2: Work the List19.2.3 Step 3: Launch the Beta Service19.2.4 Step 4: Launch the Production Service19.2.5 Step 5: Capture the Lessons Learned19.2.6 Step 6: Repeat19.3 Launch Readiness Review19.3.1 Launch Readiness Criteria19.3.2 Sample Launch Criteria19.3.3 Organizational Learning19.3.4 LRC Maintenance19.4 Launch Calendar19.5 Common Launch Problems19.5.1 Processes Fail in Production19.5.2 Unexpected Access Methods19.5.3 Production Resources Unavailable19.5.4 New Technology Failures19.5.5 Lack of User Training19.5.6 No Backups19.6 SummaryExercises20 Service Launch: DevOps20.1 Continuous Integration and Deployment20.1.1 Test Ordering20.1.2 Launch Categorizations20.2 Minimum Viable Product20.3 Rapid Release with Packaged Software20.3.1 Testing Before Deployment20.3.2 Time to Deployment Metrics20.4 Cloning the Production Environment20.5 Example: DNS/DHCP
- 194. Infrastructure Software20.5.1 The Problem20.5.2 Desired End- State20.5.3 First Milestone20.5.4 Second Milestone20.6 Launch with Data Migration20.7 Controlling Self-Updating Software20.8 SummaryExercises21 Service Conversions21.1 Minimizing Intrusiveness21.2 Layers Versus Pillars21.3 Vendor Support21.4 Communication21.5 Training21.6 Gradual Roll- Outs21.7 Flash-Cuts: Doing It All at Once21.8 Backout Plan21.8.1 Instant Roll-Back21.8.2 Decision Point21.9 SummaryExercises22 Disaster Recovery and Data Integrity22.1 Risk Analysis22.2 Legal Obligations22.3 Damage Limitation22.4 Preparation22.5 Data Integrity22.6 Redundant Sites22.7 Security Disasters22.8 Media Relations22.9 SummaryExercisesPart V: Infrastructure23 Network Architecture23.1 Physical Versus Logical23.2 The OSI Model23.3 Wired Office Networks23.3.1 Physical Infrastructure23.3.2 Logical Design23.3.3 Network Access Control23.3.4 Location for Emergency Services23.4 Wireless Office Networks23.4.1 Physical Infrastructure23.4.2 Logical Design23.5 Datacenter Networks23.5.1 Physical Infrastructure23.5.2 Logical Design23.6 WAN Strategies23.6.1 Topology23.6.2 Technology23.7 Routing23.7.1 Static Routing23.7.2 Interior Routing Protocol23.7.3 Exterior Gateway Protocol23.8 Internet Access23.8.1 Outbound Connectivity23.8.2 Inbound Connectivity23.9 Corporate Standards23.9.1 Logical Design23.9.2 Physical Design23.10 Software-Defined Networks23.11 IPv623.11.1 The Need for IPv623.11.2 Deploying IPv623.12 SummaryExercises24 Network Operations24.1 Monitoring24.2 Management24.2.1 Access and Audit Trail24.2.2 Life Cycle24.2.3 Configuration Management24.2.4 Software Versions24.2.5 Deployment Process24.3 Documentation24.3.1 Network Design and Implementation24.3.2 DNS24.3.3 CMDB24.3.4 Labeling24.4 Support24.4.1 Tools24.4.2 Organizational Structure24.4.3 Network Services24.5 SummaryExercises25 Datacenters Overview25.1 Build, Rent, or Outsource25.1.1 Building25.1.2 Renting25.1.3 Outsourcing25.1.4 No Datacenter25.1.5
- 195. Hybrid25.2 Requirements25.2.1 Business Requirements25.2.2 Technical Requirements25.3 SummaryExercises26 Running a Datacenter26.1 Capacity Management26.1.1 Rack Space26.1.2 Power26.1.3 Wiring26.1.4 Network and Console26.2 Life-Cycle Management26.2.1 Installation26.2.2 Moves, Adds, and Changes26.2.3 Maintenance26.2.4 Decommission26.3 Patch Cables26.4 Labeling26.4.1 Labeling Rack Location26.4.2 Labeling Patch Cables26.4.3 Labeling Network Equipment26.5 Console Access26.6 Workbench26.7 Tools and Supplies26.7.1 Tools26.7.2 Spares and Supplies26.7.3 Parking Spaces26.8 SummaryExercisesPart VI: Helpdesks and Support27 Customer Support27.1 Having a Helpdesk27.2 Offering a Friendly Face27.3 Reflecting Corporate Culture27.4 Having Enough Staff27.5 Defining Scope of Support27.6 Specifying How to Get Help27.7 Defining Processes for Staff27.8 Establishing an Escalation Process27.9 Defining “Emergency” in Writing27.10 Supplying Request-Tracking Software27.11 Statistical Improvements27.12 After-Hours and 24/7 Coverage27.13 Better Advertising for the Helpdesk27.14 Different Helpdesks for Different Needs27.15 SummaryExercises28 Handling an Incident Report28.1 Process Overview28.2 Phase A—Step 1: The Greeting28.3 Phase B: Problem Identification28.3.1 Step 2: Problem Classification28.3.2 Step 3: Problem Statement28.3.3 Step 4: Problem Verification28.4 Phase C: Planning and Execution28.4.1 Step 5: Solution Proposals28.4.2 Step 6: