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Best Practices for OpenVMS System and Rdb Management
for the 21st Century
Bryan HollandSoftware Concepts International, LLC402 Amherst Street, Suite 300Nashua, NH 03063, USA
Phone: 603-879-9022e-mail: [email protected]
www.sciinc.com
World Class Managed Services for OpenVMS
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
Agenda
Introduction Current state of OpenVMS Systems Possible Problems Recommendations
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
Agenda
Introduction Current state of OpenVMS Systems Possible Problems Recommendations
![Page 4: World Class Managed Services for OpenVMS Best Practices ...de.openvms.org/Spring2010/07-ManagementFor21stCentury.pdfBest Practices for OpenVMS System and Rdb Management for the 21st](https://reader034.vdocument.in/reader034/viewer/2022051922/601024d16a246453e02113ca/html5/thumbnails/4.jpg)
Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
About Software Concepts International Located in Nashua, NH (USA) 23+ years in business supporting OpenVMS An international reputation
– A leading provider of remote managed DBA services for the Rdb and DBMS databases
– A leading provider of remote managed services for OpenVMS systems
Proven track record– Actively managing 100s of databases and
dozens of systems and configurations– Remote DBA service since 1995
(still supporting many of the same sites)
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
Session Objectives
Discuss OpenVMS system management issues for today’s OpenVMS environments
Describe methods and options for VMS System Management support into the future.
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
Non – Objectives
We do not plan to discuss detailed System Management solutions No code samples
No philosophical discussions of OpenVMS system management
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
Agenda
Introduction Current State of OpenVMS Systems Possible Problems Recommendations
![Page 8: World Class Managed Services for OpenVMS Best Practices ...de.openvms.org/Spring2010/07-ManagementFor21stCentury.pdfBest Practices for OpenVMS System and Rdb Management for the 21st](https://reader034.vdocument.in/reader034/viewer/2022051922/601024d16a246453e02113ca/html5/thumbnails/8.jpg)
Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
OpenVMS Today Mobile phone billing systems scaling to millions of
users Major futures and derivative exchanges worldwide Majority of automated lottery systems Many of the world’s most demanding Government
environments requiring security and availability Manufacturing from CPU chips to automobiles
OpenVMS provides the core IT infrastructure for:
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
OpenVMS – Rock Solid
Highly Reliable, Available, Secure VMS is extremely resilient Highly disaster tolerant Security built in from the ground up Uptime often measured in years Hardware is equally reliable
These systems^never go down!almos
t
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
Bet Your Business
Most OpenVMS systems are mission or business critical– Application availability is essential to
keeping business processes running– Unplanned system or application downtime
is usually a severe problem
What is the impact to your business if your OpenVMS system is not available?
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
Current State
Many systems were put into service 15-20 years ago (1990s)
The VMS experts have moved on, retired, or are no longer available
Systems often receive a bare minimum of updates and maintenance
Many systems sit in a corner and run.
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
It’s easy to become
complacent…
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
Complacency is Dangerous
Has the reliability made you complacent?
Are you able to recognize and prevent a problem before it happens?
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
Are your systems generating logs or reports?– Is anyone monitoring this output?– Will it be obvious when a real problem occurs?
Are “known problems” being ignored?
Are changes reflected in startup files?– When you reboot, will the environment start
correctly
Complacency is Dangerous (cont)
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
Complacency is Dangerous (cont)
Do you maintain historical data?– Baseline configuration information– Performance data– System resource and parameter data
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
When something does go wrong– Do you have everything you need to repair,
recover, restart? (You need these things BEFORE the failure)
– Will you know for certain that everything has been restored to the prior running state?
Complacency is Dangerous (cont)
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
Complacency is Bad (cont)
Who is your VMS system manager? – OpenVMS expert?
How accessible? Available 24x7?– UNIX/Linux/Windows experts?
These people are OK, as long as nothing abnormal occurs
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
Understand Your Risks
Do you really know your risks?
If the application is suddenly unavailable…– Will your customer/users accept “But, it’s
been available non-stop for more than a year”– Will you have the resources (tools,
procedures, valid backups, knowledgeable people) to restore the application?
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
Lights Out Management
Lights Out is the standard– Assumes tools and processes in place for
Lights Out management
Are your VMS systems Lights Out managed?– Or did someone just turn out the lights and
forget about it?
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
Rock Solid?
Things Can Go Wrong…
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
Rock Solid?Things Can Go Wrong
Do you have “peace of mind” that you have done everything you can to prevent a failure?– It’s not just catastrophic incidents to worry
about – small things can lead to outages
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
Rock Solid?Things Can Go Wrong
Do you have “peace of mind” that you are prepared to quickly recover from a failure?– Recover completely, quickly and
confidently?– With no loss of data?
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
Agenda
Introduction Current State of OpenVMS Systems Possible Problems Recommendations
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
OpenVMS is resilient, But,…
it’s not self maintaining
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
What Can Go Wrong?
Many things…– Simple or Complex– H/W, S/W, M/W, other systems– Environmental– Users– Security
It may be one or many of the above that cause application unavailability
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
Disk Space Problem: Running out of disk space
Action:– Monitor disk utilization regularly– Warn when thresholds are crossed
Use multiple levels – e.g. Warning, Severe, Critical
– Preserve statistical data over time – Know what is normal usage for each disk Predict problems
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
Disk Utilization charts
Temporary
Clean-up
Permanent
Clean-upWarning
Severe
Warning
Critical
Warning
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
Disk Utilization Charts
Permanent
Clean-up
Critical Warning
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
File System
Problem: File System issues can lead to application problems/interruption– Excessive number of files
I.E. application not cleaning up after itself. – High file version number– Directories too big
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
File System (cont)
Action: Scan directories/device regularly for problem files– Use multiple levels – e.g. Warning, Severe,
Critical– Regular scheduled cleanup, if appropriate– Consider version limits
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
Disk Device
Problem: Disk device errors could be indicative of coming hardware problems
Actions: Monitor and report, take steps to avoid loss of data. – Monitor regularly, report errors– Repair or replace disk
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
Disk/File System - Corruption
Problem: File System inconsistencies, lost files, file system errors, quota inconsistencies– Could result in data corruption or data
unavailability Action: ANALYZE/DISK_STRUCT
– Recommend running regularly– Report errors found– For some errors, consider automatic “/
REPAIR”
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
Disk/File System - Corruption (cont)
Recommend the following errors be fixed automatically:– Backlink errors– Bitmap using more space– Disk quota errors – Files marked delete
Reporting should include a list of lost files for examination
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
Disk/File System - Performance
Problem: Performance not optimal – Excessive file read/write activity – Particularly for heavily used index files or
databases– Disk path not optimal (e.g. MSCP vs. FC)
Action: – Monitor XFC cache
Check for ineffective utilization Hot files
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
Disk/File System – Performance (cont)
Problem: Performance problems (cont) Action:
– For index files – anal/rms, convert with tuned FDLs
– Monitor for fragmentation Run defragmenter, as needed if you have one Image/backup if no defragmenter
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
STARTUP Monitoring
Problem: Errors during boot process– Could result in errors long after boot is
completed– Could impact production application
availability
Action: Enable Startup logging and scan for errors
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
Startup Logging
SYSGEN STARTUP_P2 = CDV– “V” – creates a lot of logging– Update MODPARAMS.DAT
Upon completion of boot, scan file STARTUP.LOG for errors– “-E-”, “-F-”, “-W-” – Report on and repair any errors found
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
Startup Logging
Don’t forget to log and review:– Spawned processes– Submitted startup routines– Any startup performed outside the VMS
STARTUP phase.
All of these should be automatically scanned and errors (or new errors) reported.
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
Shutdown
Problem: Errors during shutdown can cause problems upon or after reboot
Actions:– Use shutdown procedures
Cleanly shutdown applications and databases– Scan logs on startup so you know if there
were problems
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
System Logs
Problem: System Logs get too big, difficult to search and manage – Accounting, Operator, Security
Actions: Periodically create new logs– Recommend automated periodic job– Archive old logs with date embedded file
names– Retain per local requirements
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
A Word About Security…
Next few slides will NOT tell you how to completely secure your system– That could be a full day seminar.
Government regulations or industry standards may dictate specific security requirements
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
Security Monitoring Problem: Security can be breached
Actions: Enable Security Auditing– Periodically check the audit and alarm
settings for changes. – Real-time alerting for security Alarms for
specific events of interest at your site, e.g.: ACL auditing of critical files AUTHORIZE auditing Break-In
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
User Management
Problem: Changes to User Accounts may create security risks
Actions: Periodic scans of SYSUAF – Last login times >X days (privileged)– Last login times >Y days (non-priv’d)– Large number of login failures
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
User Management
Problem: Changes to User Accounts
Actions: Monitor changes in SYSUAF– New accounts, deleted accounts,
privileges, proxy changes– Consider enabling Authorize Security
Audits Monitor security audit log file
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
Installed Images
Problem: Unexpected changes to installed images could be – Hidden security risks– Unapproved application changes
Action: Periodically monitor installed images– Use INSTALL to look for changes in known
file list
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
T4/Performance Data
Problem: Lack of data for performance problem investigation
Actions:– Setup T4 to collect CPU usage, I/O activity,
and cluster traffic (if applicable)– Roll up CSV files into appropriate intervals
for reporting– Graph results for ease of analysis– Maintain historical data for comparison
![Page 47: World Class Managed Services for OpenVMS Best Practices ...de.openvms.org/Spring2010/07-ManagementFor21stCentury.pdfBest Practices for OpenVMS System and Rdb Management for the 21st](https://reader034.vdocument.in/reader034/viewer/2022051922/601024d16a246453e02113ca/html5/thumbnails/47.jpg)
Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
Critical Files
Problem: Important events go unnoticed Actions: Monitor critical files
– Critical Files are: Log files – presence or lack of presence is
significant– Expect to see a file at some frequency – report when
you don’t see it– Expect to see a file only when there is problem –
report when seen Open log files may take some creativity to
monitor
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
Critical Files
Problem: A file was changed when it shouldn’t have been– Content has changed
Actions:– Identify files that should not change – Consider setting ACL Security Audits/Alarm– Scan periodically – compare states and
report changes– Three states: current, last, known good
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
System Parameters
Problem: Unexpected changes to SYSGEN parameters– Changes need to be approved and correctly
implemented. Action: Monitor SYSGEN parameters
– Dump parameters to a file (Active and Current)
– Compare states, report on changes– Current, last, last known good.
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
System Parameters (cont)
Could also set a security ACE on parameter file– SYS$SYSROOT:[SYSEXE]*VMSSYS.PAR– Trigger warning/alert on security alarm– Follow up with manual inspection
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
System Resources
Problem: Key system resources get used beyond system limits– System can hang/crash– Applications may fail – Performance degrades
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
System Resources (cont)
Action: Monitor resource vs. corresponding parameter and alert as appropriate – May be several heuristics that apply
Percentage changed and percentage consumed
– E.g. NPAGEVIR, PAGEDYN Amount changed and Amount consumed
– E.g. Process Count Change rate
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
System Resources (cont)
Run Autogen periodically to create report– Review report, take action if necessary– Preserve reports for historical reference
Run Autogen periodically to allow the system to tune itself
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
Logical Names
Problem: Shared logical changes (SYSTEM, GROUP, etc)– Lack of persistence across reboots– Unexpected changes
Actions: Establish baseline and monitor– Baseline – immediately after reboot– Monitor known critical logicals, report changes
– current, last, known good
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
Environment changes
Problem: Some environment changes don’t survive reboots
Actions: Implement environmental changes via established, documented processes.– Monitor critical resources for changes
Files, queues, logical names– Insure changes survive reboots
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
Licenses
Problem: License expires, critical product stops working
Action: Monitor the license database– Look for Termination Dates nearing
expiration– Check other non-LMF licenses
E.g. BEA MessageQ – a text file which can be scanned
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
Networks
Problem: Network Interfaces Fail– Possibly fail unknowingly
Action: If available…– Set up TCP/IP failSAFE or LAN Failover– Monitor and warn if failover has occurred
TCPIP$SYFAILSAFE.COM can trigger warnings LANCP SHO DEV LL /CHAR
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
Networks
Problem: Unexpected Network Service Changes
Action: Monitor network services– TCPIP SHOW SERVICE – TCPIP SHOW SERVICE xxxx /FULL
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
Queues
Problem: Queues not available for processing
Actions: Monitor queues periodically– Watch for unexpected queue states
(stalled, stopped)– Watch for stuck jobs – queue busy with
same job longer than expected– Automatically restart, when appropriate– Also monitor queue attributes for changes
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
Redundancy
Problem: Expected redundancy not available– Redundancy can be so transparent that
you don’t notice when a component fails Actions:
Monitor Raid set members Monitor Fibre Channel paths Network Interfaces
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
Patches
Problem: Important patches not installed– 3/23/2010 – HP release HPSBOV02497,
Security risk in NTP. Did you know?
Actions: – Sign up with HP for patch notifications– Maintain list of outstanding patches– Apply patches when appropriate or
necessary
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
Rdb Reliability/Availability
Physical separation of database files(.rdb, .rda, .ruj) fromRecovery files (.rbf, .aij)
Enable (multiple-”circular”) AIJs(Place on shadowed/mirrored device)
Create, test and execute recovery strategy
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
Rdb Recovery
AIJ backup DB backup Hot-standby (real-time synchronization) Warm-spare (periodic synchronization) Only works if running successfully (must
monitor)
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
Early Rdb Problem Detection
Real-time scan of Rdb Monitor log file(s) [each node/version]
Real-time scan of OPCOM messages for Rdb messages (AIJ problems)
Define RDM$BUGCHECK_DIR – scan/review bugchecks.
Enable and monitor Rdb server logs(ABS, DBR, LCS, LRS, RCS)
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
Rdb problem detection
Perform regular Verifies (internal integrity) of the database– Use a restored copy or hot-standby
Processes with Old TSNs– Snapshot growth
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
Rdb Security
Set RMU/database/table protections Enable (and monitor) Rdb auditing Real-time monitoring of Rdb “alerts” Monitor for unanticipated changes:
– RMU/DUMP– RMU/EXTRACT/ITEM=ALL (Schema/
security changes)– RMU/SHOW PRIVILEGES (RMU
privileges)
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
Rdb PerformanceManagement
Collect, monitor and analyze historical information regarding area utilization (RMU/ANALYZE)
Collect, monitor and analyze historical run-time statistics data (RMU/SHOW STAT)– Maintain historical performance data– TLVIZ
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
Agenda
Introduction Current State of OpenVMS Systems Possible Problems Recommendations
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
Reactive Support
Model used by many– Something breaks, then– Heroic actions may result in a fix
Resolving problems under pressure never optimal
Solution probably not repeatable either Root Cause Analysis?
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
Reactive Support (cont)
May implement change to avoid problem again– Seldom is holistic approach taken to avoid
all similar situations
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
Reactive = Too Late!
Goals should be:– Avoid problems
Zero unplanned down time– Efficiently restore services – Prevent future occurrences
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Proactive = Just Right!
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
Proactive Support
Establish a baseline– Critical to know what “normal” is– Should keep track of:
“Known Good” - This is the baseline “Last Known” – this is what was seen on the
last scan – important to know if things are continuing to change
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
Proactive Support
Repeatable and Consistent Processes– Monitor for changes– Watch Trends – Correct problems
Proactive is NOT “periodic login” to “review logs”
![Page 75: World Class Managed Services for OpenVMS Best Practices ...de.openvms.org/Spring2010/07-ManagementFor21stCentury.pdfBest Practices for OpenVMS System and Rdb Management for the 21st](https://reader034.vdocument.in/reader034/viewer/2022051922/601024d16a246453e02113ca/html5/thumbnails/75.jpg)
Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
Proactive Support
Problems/Incidents– Things that are not supposed to happen– Things that should happen, but don’t– Thresholds exceeded– Trends – possible problems coming
Automated notification – ideally with required acknowledgement– E.g. phone calls that keep trying until
answered
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
Proactive Support
Processes should integrate with a persistent Trouble Ticket System– Persistent does not mean “send e-
mail” (aka fire and forget)– Persistent means there is an ongoing
tracking and accounting of progress to completion.
– Full accountability to getting problem fixed.
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
Proactive Support
Trouble Ticketing System– All reportable events must be trapped and
integrated with trouble-ticket reporting system
– Critical events must alert appropriate support staff immediately & integrate with Voice Response Systems
– A checklist is required to validate the successful completion of scheduled tasks
– Reporting is required for missing/late tasks.
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
Proactive Support
Trouble Ticketing System (cont)– All incidents should result in a ticket being
created– Forces accountability – problems can’t be
forgotten or ignored Forces someone to take action
– Monitoring tools should automatically create (and close) tickets. Logging an error or just sending an e-mail isn’t
sufficient
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
Proactive Support
Holistic approach– Identify the problem– Document and Track progress– Fix– Root cause analysis– Prevent
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
Conclusion
Implement and document
fix or change
Backend Systems •Keep track of monitored activity on Managed Systems•Keep track of and manage incidents•Alert personnel as needed
•OpenVMS System Manager
•Others
Root Cause Analysis
Support Systems StaffManaged
Systems
Managed OpenVMS System
•Monitoring tools•Maintenance tools
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Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
Conclusion
•Automated monitoring and control run on each system•24x7•Monitoring messages sent to SCI
Implement and document
fix or change
Backend Systems (Message Server)•Receive messages•Monitor for expected messages•Notify personnel as appropriate•Create Trouble Tickets
Average 20+ years experience
Trouble Ticket System•Enforce Accountability •Need to take action•Reporting•Track and warn stale tickets
Cell Phone
Root Cause Analysis
At SCI World Class OpenVMS Experts
Managed OpenVMS System
Site specific Configuration data
At The Site
![Page 82: World Class Managed Services for OpenVMS Best Practices ...de.openvms.org/Spring2010/07-ManagementFor21stCentury.pdfBest Practices for OpenVMS System and Rdb Management for the 21st](https://reader034.vdocument.in/reader034/viewer/2022051922/601024d16a246453e02113ca/html5/thumbnails/82.jpg)
Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
Some Closing Thoughts
Previous Slide: – This is what you should strive to build
What business are you in? Focus on your business’s core
competencies
![Page 83: World Class Managed Services for OpenVMS Best Practices ...de.openvms.org/Spring2010/07-ManagementFor21stCentury.pdfBest Practices for OpenVMS System and Rdb Management for the 21st](https://reader034.vdocument.in/reader034/viewer/2022051922/601024d16a246453e02113ca/html5/thumbnails/83.jpg)
Copyright 2010SCI LLC., Nashua, NH USA
Software Concepts International, LLC.World class managed services for OpenVMS
Questions?
Bryan