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Virtual downtime - it's real and can be avoided Session ID: BB1749
Sanjay Ahuja, Director, Americas Technology Services Portfolio
Dixie Hedges, Manager, Americas Technology Services Delivery
June 12, 2013
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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 [email protected]
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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 [email protected]
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Agenda
1. Virtualization Downtime
2. Challenges & Lessons Learned
3. Solutions
4. Q&A
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Quiz
Q: Do you think IT HW has become more resilient to failure in the last ten years? Yes
No
Same
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Quiz
Q: What is the current & future trend for the number of unplanned disruptions?
Down
Up (significantly) No change
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Quiz
Q: What % of disruptions is caused by hardware failure?
>80%
About 50%
<20%
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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
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“Virtualized IT now is as essential to business as paper used to be 100 years ago and so, as we move from small projects to large projects, virtualization isn't guaranteed to be successful on its own.”
Ian Head, Research Director, Gartner
Gartner: Supporting Virtualization: it shouldn't be the same
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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
Virtualization challenges
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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...
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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….
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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….
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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….
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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
New support for the new IT reality: HP Technology Services
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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
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“We've virtualized in order to gain more simplicity but have ended in a place more complex.“
Ian Head, Research Director, Gartner
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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/supportservices
• Watch the webcast “Supporting Virtualization: it shouldn’t be the same” http://www.itbriefingcenter.com/programs/hp_1429.html
Your feedback is important to us. Please take a few minutes to complete the session survey.
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