enhanced remote support… …on a shoestring! sweden ∙ uk ∙ europe ∙ world
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Enhanced Remote Support…
…on a shoestring!
Sweden ∙ UK ∙ Europe ∙ World
Availability!Good wordClearly a good , if not great, goalNever mind replication…Let’s just make sure that the System,
the Infrastructure and the Application stay UP!Cost?
Bad wordCost associated with keeping the application availableCost associated with down-time
What would we (Should we) like?Monitoring – keep an eye on itRemote monitoring – in line with every trend just now
Easy commsLower costDeferred risk
Why should we like it?Still the cheapest and easiest way to give more availabilityProper recording and analysis gives recursive
improvementsClear evidence base for justifying enhancement
Do it yourself!Get a monitor
Open systems, tricky but comprehensiveSystem i based, slick but can be expensive
Get a Ticket systemOpen systems and web basedRemedy (Ouch!)
Why should you do it at all?It is reasonably easy to doThe information is invaluable
IBM
U S E RS
Lawson/Infor
Vision
Multi Support
Streamserve
2nd Line System & Infrastructure
Managing the hardware vendor interface
Managing the software vendor interface
DELL
Cisco +
2nd Line Application & business
1st Line helpdesk
Here is what it is made of
RPG1021 EVS015 23400 CCTLSF attempts to write duplicate record (C G S D F) System ASP : 81%user(237618MB/2927232MB) (80%) : WARNING. Subsystem E2A1SBS is not active. FPW at 10.151.20.20 NOT available. 10.151.20.21 is DOWN - rta: nan, lost 100%. 1 number series below limitCompany number: 1, Number series name: TD, Number series ID: 1, Number series description: Genaral Waybil No (Schenker), Numbers left: 80854, Percent left: 5.61\n. 10.151.13.122 is DOWN - Host unreachable @ 10.151.13.75:rta nan, lost 100%. CPA5305 Record not added. Member QASJSNDHST is full. (C I 9999) 1 jobs are older than 300 seconds.482594587118184016\n. MsgID=[]
What are we monitoring for?
HELPDESK
Incident Response
Matrix
It is provenHey (Hej) it already exists! (in Sweden)It has many levelsIt does not conflict with Lawson (or anyone)
The devil is in the detail!What to monitorHow to deal with it
When do we need cover?Really, most of us need it 24/7 (Web)Where is the cost? Technician (€40k) x 4 (3 Shifts + hols) =
€160k…Guess what? Economies of scale bring cost to the floor
Enhanced Remote Support…
…on a shoestring!
Sweden ∙ UK ∙ Europe ∙ World