enhanced remote support… …on a shoestring! sweden ∙ uk ∙ europe ∙ world

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