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2014 Software Global Client Conference
CF TSS-02 Indepth View of:
Proactive Systems
Monitoring Service
Presenters
Paul Trapani
Krishnan Iyer
Ed Laughery
&
Software Asset Manager
(SAM 2.0)
2014 Software Global Client Conference
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2014 Software Global Client Conference
Agenda
●Global Customer Support (GCS) – Introduction
●Customer FIRST Offerings - New Support Tools, Utilities and Services
●About Proactive Systems Monitoring Services & Demo
●About Software Asset Manager (SAM) & Demo
2014 Software Global Client Conference
About GCS – Global Customer Support
●Expert technical support – committed to excellence, with rigorous
dedication to certification and prestigious industry recognition
●Extensive global coverage
● 400+ highly experienced consultants (10-25+ years typical experience) from
key global locations
● 150+ software support personnel located in 24 countries
● Our support organization is complemented by 300+ partner ecosystem
support personnel
● Customer satisfaction ratings for support typically ranged from 95% to 100%
in 2013
2014 Software Global Client Conference
Tools & Utilities ●Proactive System Monitoring Solution and Services
●Wonderware Software Asset Manager (included in Premium and Elite)
● Nominal annual subscription for Standard Level
● License Inventory Management and Compliance
● Software Patch Management
●50% Discount on Test System Licenses
● Ensure your application is ready before releasing to production environment
●Disaster/Recovery License Access
●Hosted Application Clone
● Replica of your application running in the global support lab for testing
purposes and issue triage/resolution
2014 Software Global Client Conference
New Support Tools, Utilities and Services
●Proactive System Monitoring Solution and Services
●Software Asset Manager 2.0
●Customer FIRST for Solutions (aka Application Support)
●Global Customer Support Website
●Customer FIRST Benefits Mobile App
2014 Software Global Client Conference
●What are we talking about?
● New software application and optional
services to monitor Wonderware software
applications and system health
●The Objective:
● Avoid unplanned downtime
● Maintain optimum performance of mission
critical assets
● Ensure system health and performance
● Augment onsite plant resources
Proactive System Monitoring & Services
2014 Software Global Client Conference
Proactive System Monitoring Components and Services
1. Proactive System Monitoring Application
2. Service Elements a) Baselining of the Wonderware system
● Assessment and remediation of the operating performance of the Wonderware software application
b) Implementation and Commissioning
● Establishing & verifying communications between the customer system and the Schneider Electric
monitoring infrastructure
● Deployment of Management Packs and tuning of rules and triggers
● Alert notification routing
c) Real-time Alert Monitoring and Processing services
● Monitor for alerts, triage, response and resolution to alerts conditions
d) Annual System Maintenance (onsite, install patches and recalibrate system)
Schneider Electric Monitors Customer Monitors Partner Monitors
2014 Software Global Client Conference
Proactive Systems Monitoring Services
Data Center
WW
Ap
plic
atio
ns
Internal HelpDesk
Gateway
Gateway
Gateway
Gateway
Tech Support Tech Support
External Support Partner
WW
Ap
plic
atio
ns
WW
Ap
plic
atio
ns
Tech Support Tech Support
ALERTS
● Customer FIRST
offering
● On-Premise solution
● Based on MS System
Center
● For Wonderware
products
● Highly scalable with
proven technology
2014 Software Global Client Conference
Proactive Monitoring Service – Capabilities
Resolve Respond Triage Monitor
Wonderware
experts monitor for
alert conditions 7 x
24 x 365 on
systems
Upon receipt of
alert experts will
classify the type
and severity of
issue and initiate
appropriate
response
Experts will
evaluate error/alert
conditions and
begin problem
diagnostics and
contact the
customer (if
necessary)
Experts will
conduct
appropriate
diagnostics and
troubleshooting to
identify underlying
issues and to
attempt corrective
actions
2014 Software Global Client Conference
What is Monitored … Example
Product What we will monitor
System Platform:
Platform & Engine Extensible list of Runtime Attributes such as Scan Status, Redundancy/Failover, A2 Event Log
(SMC) logged Error/Warnings, logged Script Issues
DI Objects Connections / Scan Status, DAServer Status, Error/Warnings logged in the ArchestrA Event Log
(SMC)
Historian Historian Services Status, DB Health, Errors/Warnings logged in the A2 Event Log (SMC)
ArchestrA ArchestrA Services Status Errors/Warnings logged in the A2 Event Log (SMC)
MES MES Services Status, MES DB performance, Errors/Warnings logged in the A2 Event Log
(SMC)
SQL Server Internal Performance & Health per Microsoft SQL Server Management Pack
Hardware/Operating System CPU, Memory, Event Logs, Performance Counters
2014 Software Global Client Conference
PSMS – Demo Setup
●Singapore Chewing Gum Company Galaxy
Galaxy Repository
MES DB
Historian
App Server
App Server
App Server
App Engine (s)
DI Objects
DI Object App Engine (s)
App Engine
2014 Software Global Client Conference
PSMS – Demo Setup
●Singapore Chewing Gum Company Galaxy with Monitoring Agents/Gateway
Galaxy Repository
MES DB
Historian
App Server
App Server
App Server
App Engine (s)
DI Objects
DI Object App Engine (s)
App Engine
PSMS Gateway
PSMS Agent
PSMS Agent
PSMS Agent
PSMS Agent
PSMS Agent
PSMS Agent
DI Object
2014 Software Global Client Conference
Wonderware Software Asset Manager
A software application that:
1. Provides secure, robust license inventory management and reporting
● Quickly detects Wonderware license running on the network at a plant level
● For individual plants or aggregating information from multiple plants
2. Enables efficient software update and patch management services
● Detects available patches and updates
3. Is delivered as a non-intrusive, highly secure portable service
2014 Software Global Client Conference
Software Asset Manager - Process
1. Create
Define the Wonderware network
2. Detect
Discover Wonderware software and
licenses at the plant
3. Assess
Compare installed software information
with available patches and updates
4. Acquire
Retrieve relevant software updates from
Wonderware
5. Deploy
Push updates to selected
machines
2014 Software Global Client Conference
Wonderware Software Asset Manager
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