webcast Navigate infrastructure management through our experience & successes

Secrets from the deep:

Jay Graham Vice President, Solutions

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Speaker info

Jay Graham, Randstad Technologies Vice President and Global Practice Executive for Infrastructure Services and Deployment Services delivery, oversees project-based and outsourced technology services for key clients. Jay’s previous includes serving as Chief Information Officer for Randstad’s legacy IT services subsidiary, Technisource, as well as Chief Technology Officer for a Top 300 eCommerce company.

Jay holds a Master’s of Science in Computer Engineering from the U.S. Air Force Institute of Technology and an MBA from Wright State University in Dayton, OH. He earned his Bachelors of Science in Computer Science from the United States Naval Academy.

• Command Center – What tools can help you better monitor the infrastructure and the user experience for these key processes: Event Management, Incident Management, and Problem Management?

• Site Engineering – How do successful organizations assign, track, and manage these critical day to day operational tasks that can make or break a data center?

• Data Center Operations – How can reviewing workloads, tasks times, and frequency help you manage your operations more efficiently?

• Resource Acquisition/Management – What are the best options for resource acquisition and how can you ensure you have the skill sets you need to run your environment?

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Agenda

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Randstad Technologies

• 2nd largest technology talent and solutions provider in the US • Recruitment

• Consulting

• Projects

• Outsourcing

• 70 Randstad Technologies offices • 6 Delivery & Operations Centers

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A comprehensive range of data center outsourcing, operations support, maintenance & management solutions, on-site and offsite; 24x7x365 across all platforms including: • Console operations • Systems monitoring • Job processing & batch scheduling • Data center site engineering & logistics • Management & administration • Tape & print operations Randstad Technologies experience & expertise • Currently manage systems used by 90 million end-users • Over 1,700 employees dedicated to managed services

engagements ,

Infrastructure Outsourcing Solutions

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What tools can help you better monitor the infrastructure and the user experience for these key processes: • Event Management • Incident Management • Problem Management

Command Center

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A Command Center is centrally managed IT support for a function requiring rapid response and resolution

• Common types Command Centers • Network Operations Center (NOC)

• Security Operations Center (SOC)

• Some organization combine multiple support functions in one Command Center

• The Command Center team is usually located together to facilitate communication and enable speedy problem resolution

What is a Command Center?

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Polling Question #1

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Typical, underperforming Command Centers share several characteristics: • Many are reactive. They wait for something to go wrong and

scramble to restore service. • Dependency on alerts. They can’t act until they receive

notification from a monitoring system or users tell them there’s a problem.

• Reliance on manual categorization or correlation of alerts. They have to sift through hundreds of notifications to find the items they need to act on.

• Regular ‘re-solving’ of problems. Once the immediate issue is addressed and service is restored, the ticket is closed and they move on to the next issue.

Command Centers are often created to respond quickly to incidents but can lose structure and focus over time

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In order move beyond ‘adequate’, IT organizations need to get in front of incidents

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Forward-thinking Command Centers are adding user experience to their monitoring mix

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Problem Management requires ongoing analysis using multiple approaches

Problem Management is a powerful driver of performance improvement for the Command Center

Incidents by Category / Subcategory, Number and Duration

Software

Security

Hardware

MS Office

Security - Account Lockout

PC Apps

User Installed Software

Time spent resolving incidents Time spent resolving incidents

Num

ber

of in

cide

nts

Incidents by Category, Number and Duration

Num

ber

of in

cide

nts

Size of bubble = Average Business Duration in Minutes

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Polling Question #2

How do successful organizations assign, track, and manage these critical day to day operational tasks that can make or break a data center?

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Site Engineering

Site Engineering is the hands-on work in the data center

• Common Tasks − Rack and stack hardware

− Pull cables

− Restart Servers

− Replace components (memory, NIC, HDD, etc.)

− Decommission hardware

• Typically, the larger the data center, the more specialized the

team- smaller organizations may combine System Administration with Site Engineering

• Commonly outsourced as a managed service

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What is Site Engineering?

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Although site engineering is often seen as routine and commoditized, there are many opportunities to innovate and improve service delivery

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Analyzing ticket data can help identify areas for process improvement, training, and further investigation

In our experience, deploying tablets with remote desktop capability increases productivity, reduces work errors, and improves accuracy when documenting work performed

53% of Server Installs

82% of incident support

79% of Maintenance

Tablet WOs

Total #WOs

tablet WOs as a subset of all WOs

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Mobile apps can provide valuable tools using team members’ smartphones and tablets, but data security should be taken into consideration

List of available items based on user, role, location, etc.

User can scan barcode, take photos, and add notes as needed

Results can be emailed to user for use in completing ticket

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Polling Question #3

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How can reviewing workloads, tasks times, and frequency help you manage your operations more efficiently?

Data Center Operations

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Data Center Operations (DCO) is the management of the work in the data center

• Common Tasks

− Site Engineering

− Logistics

− Media Operations (Report Printing, Backup)

• Many organizations are challenged to effectively coordinate

all the work to be done in the data center

• One of the harder IT functions to benchmark as the work and environment varies widely from company to company

What is Data Center Operations?

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Focus onboarding on most commonly performed tasks to get new team members more productive sooner

Time consuming, rarely performed tasks should be assigned to senior / certified team members to reduce risk

Low effort, rarely performed can be risky

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What are the best options for resource acquisition and how can you ensure you have the skill sets you need to run your environment?

Resource Acquisition/Management

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An organization’s approach to Resource Acquisition and Management can allow it to effectively compete for critical resources in an increasingly competitive market

Resource Acquisition/Management

1 – InfoWorld.com, September 27, 2013

2 – Randstad Workforce360, July 2013

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IT skills gap

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Find the sourcing approach that matches your business and technology requirements

Managed Services

Managed Services Resource Program (MRP)

Staff Augmentation

Insourcing

• Simple, SLA-driven management of function • Predictable costs tied to business activity • Vendor expertise and experience performing similar work for multiple

clients brings best practice knowledge to the process

Sourcing Option Benefits

• Predictable costs based on skill set and market • Provides a level of management to facilitate career development and

minimize turnover • Expands recruiting reach through vendor

• Flexible – resources available as/when needed • Accommodates less structured environments • Allows client direction / redirection

• Can be simpler – no regular interaction with / management of service provider(s)

• Keep tribal knowledge in-house • Develop in-house team’s skills

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Polling Question #4

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Summary

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Summary

Command Center

Site Engineering

Data Center

Operations

Resource Acquisition & Management

• Moving from reactive to predictive can require a great deal of effort, but will deliver a great deal of business value.

• If you aren’t monitoring the user experience, you are getting an incomplete picture of your IT performance.

• Problem Management is a key function for improving the Command Center • You can have the Command Center of the future now.

Area Key takeaways

• Analysis and review of ticket data can help elevate Site Engineering above ‘commodity’ level

• Mobile technology can improve efficiency and accuracy of work and documentation

• The overarching nature of Data Center Operations requires ongoing analysis of work drivers and KPIs to ensure the work of the data center is effectively managed and delivered

• The IT talent pool is tight and getting tighter, particular for Data Center skills.

• The IT skills gap is real and only expected to increase. • Businesses need to proactively manage their current pool and planned

talent acquisition to ensure that needed skills are available.

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Jay Graham VP, Solutions Randstad Technologies 3011 Internet Blvd. Suite 300 Frisco, TX 75034 T 972.448.7070 F 972.239.3139 jay.graham@randstadusa.com

Thank you