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Patrice Lamare, EMEA ISS SW Services Business ManagerAlain Convert, Global Marketing Manager
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Virtual downtime −it’s real and can be avoidedPatrice Lamare, Alain Convert / December 6, 2012
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.3
Agenda
1. Virtual downtime: please explain!2. Examples3. Virtualization challenges4. Possible solutions5. HP offerings
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“IT now is as essential to business as paper used to be 100 years ago and so, as we move our virtualization from small projects to large projects, virtualization isn’t guaranteed to be successful on its own”Ian Head, Research Director, Gartner
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Virtual downtime
Virtual and unlikely?• Hardware reliability increases• HW built in redundancy• Hot swap of blades• HA features of virtualization
Benefits of virtualization• Reduce costs• Improve IT utilisation• Improve IT responsiveness• Improve IT flexibility
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Visible examples of downtime
Amazon downtimesApril 21, 2011
Microsoft downtimeFebruary 29, 2012
VMware downtimesMay 2, 2011…twice in a row!
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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 and future trend for the number of unplanned disruptions?
Down
Up (significantly)
No change
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Quiz
Q. What percentage 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?People make mistakes (and lots of them)
IT procedures and processes are not well designed, tested or simply not followed
Not learning from prior mistakes (not using IT best practices = lessons learned)
All of the above
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Virtual but real downtime
Virtual and unlikely?• Hardware reliability
increases• HW built-in redundancy• Hot swap of blades• HA features of
virtualization
So what could go wrong?• People and process fail • HW capacity not in line
with business requirement
• HW/SW/firmware compatibility issues
• A problem on a not detected single points of failure
• Non-tested applications for virtualised environments
Downtime• All or groups of users
cannot work• Slow downs – happening
once, or from time to time or up to servers down
• Downtime may be long
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Real stories
Downtime stories
Story #1: The hidden process
Story #2: According to tests, it should have worked!
Story #3: A storage issue, not a virtualization one
Story #4: A true virtualization one
Story #5: Manage hardware, firmware and software interdependencies
Story #6: Running critical and non-critical applications together
Story #7: A question of configuration
The problem moved: no longer a hardware availability problem
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Key differences of virtual environments vs. physical onesMore complexWhat runs on what?Less single points of failure, but harder to identify root causeMuch more dynamic environmentMany more applications impacted when something wrongLonger time to solve issues
The legacy management, automation, processes, technology and approaches are inadequate for the virtual world
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How to address Virtualization challenges• Master Virtual sprawl of devices/VM • Make configuration consistent• Keep link between physical and virtual• Align physical procurement/ overall provisioning• Create and test new standardized processes• Implement automation – but too many automated processes may result in
additional risks• Develop skills of customer IT staff• Measure and reward people
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Shortest way to maturity
1. Understand your environment
2. Understand the technology you are using
3. Only use what you really need. Keep it simple wherever possible
4. Monitor your environment. All components. Always. Monitoring is key
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What to do?
Prevent problemsCheck processesTest realityTrain your staffImplement best practices (ITSM services from HP can greatly help)
• Monitor and manage every component• Standardise and automate• Verify change and configuration
management are robust and scalable
• Provide IT staff with the knowledge they need to be effective
• Integrate and automate request fulfilment and deployment
• Integrate capacity, demand, and financial management
• Verify processes work for both physical and virtual components
• Test and test again
New support for the new IT reality – HP technology services
Click here to launch the video
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HP Technology Services portfolio
Datacenter/
CloudConsultin
g
Foundation
Care
Datacenter
Care
ProactiveCare
StorageConsultin
g
NetworkConsultin
g
LifecycleEvent
Services
Big DataConsultin
g
Technical Education Services
Availability Evolution
Support Consulting
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HP TS solutions making technology work for youProject services• HP Infrastructure
Consulting Services• HP Lifecycle Event
Services• ITSM assessment services
for virtualised environment (help implement best practices)
• VMware health check• Education services
Proactive support• HP Proactive Care• Capture events and
escalate them• Performance monitoring• Proactive patch
management
Preventive support• HP Datacenter Care • Environment optimisation• Enhanced call handling• Multivendor
accountability• Prevent issues before
they become a problem• Built-in flexibility• Assigned account team
“The modern support model is based on things to prevent problems from happening in the first place and take actions proactively; and a lot of these actions are, in fact, taken remotely”Sanjay Ahuja, Director, Americas Value Support Business
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.20
Core features
HP Proactive Care Service
Advisory support
Advanced solution centre technical account managers deliver:• Semi-annual specific firmware, patch and software update
recommendations• Semi-annual proactive scan• Quarterly incident and trend reporting
Advanced solution centre technical solution specialists deliver a premium call experience:• Rapid connection to specialists with advanced solution skills• Onshore / near shore support backed by HPs global delivery organisation• Single point of contact for end-to-end case ownership• Collaboration with ISVs• Choice of HW on-site support levels (NBD, 24/7, 6hr CTR)
Hardware and software support
Insight Remote Support • Secure 24/7 monitoring, diagnostics and notifications• Required (installation assistance provided)
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.21
Deploy, operate and evolve
HP Datacenter Care
Entire IT environment
Primary Service Provider
Reactive Services
Expert guidance
Assigned Account TeamEntire IT
environment
Single point of accountability
Tailored to your needs
Enhanced Call Handling
Proactive
Services
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
We’ve known that complexity is bad. We’ve allowed complexity to build up and so, in many cases, we’ve virtualised in order to gain more simplicity. But, we’ve ended up in a place where we’ve got multiple virtualised environments, we’ve got multiple hypervisors, and we know that that’s potentially not a good thing. It’s adding to our complexity, but it’s unavoidable.
Ian Head, Research Director, Gartner
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Find out more
Take the assessment
• Visit us on CI-B1 (HP Support Services)
• Or www.hp.com/services/anticipate
Visit our booths
• CC-A3: HP Datacenter Care
• CI-B1: HP Support Services
• CI-C1: HP Proactive Care & Insight Remote Support
• MEET-the-EXPERT Sessions
After the event
• Watch replays of HP Discover at: www.hp.com/go/discover
• Contact your sales rep
• Visit the website www.hp.com/services/caresupport
• Download the whitepaper: Stretch the limits of your infrastructure; how to get the most out of virtualization
• Watch the HP webcast “Supporting Virtualization” featuring Gartner analyst Ian Head
Your feedback is important to us. Please take a few minutes to complete the session survey.
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Thank you