dbi services - Service Management...Apr 25, 2012 · Oracle Enterprise Manager Nagios Experts...
Transcript of dbi services - Service Management...Apr 25, 2012 · Oracle Enterprise Manager Nagios Experts...
© dbi services
dbi services
Under the Hood of dbi FlexService
1 26.04.2012 www.dbi-services.com
David Hueber
Senior Consultant
Head of Managed Services
Mobile +41 79 963 43 68
www.dbi-services.com
© dbi services
Agenda
Under the Hood of dbi FlexService
i. dbi FlexService organization
ii. Getting alerted
iii. Handling cases
iv. New features
Agenda
26.04.2012 2 www.dbi-services.com
© dbi services
Under the Hood of dbi FlexService
dbi FlexService organization
dbi FlexService + Available
dbi FlexService ++ Proactive
dbi FlexService+++ Managing
www.dbi-services.com 3 26.04.2012
dbi fidelity
Extensions
© dbi services
dbi FlexService
ISO 20000 certified product
ITIL processes based and compliant
Modular solution
Extensions
7x24
High Availability
Operating System
Keep Up to Date
Middleware Modules
dbi fidelity
Under the Hood of dbi FlexService
dbi FlexService organization
www.dbi-services.com 4 26.04.2012
http://www.dbi-services.com/index.php/products/sla
© dbi services
dbi FlexService
Efficient Monitoring
Oracle Enterprise Manager
Nagios
Experts available (Linux, Oracle, Microsoft, Documentum)
Centralized Service Desk – Inshoring
Provides support in customer language
Under the Hood of dbi FlexService
dbi FlexService organization
www.dbi-services.com 5 26.04.2012
© dbi services
Service Desk organization
Multi-technology support
10 Team members
5 FTE guaranteed
Manage Projects
Project Service Request – PSR
Evolutive Maintenance
Use an efficient and adaptive ITSM platform: OTRS
www.otrs.com
Under the Hood of dbi FlexService
dbi FlexService organization
www.dbi-services.com 6 26.04.2012
© dbi services
Under the Hood of dbi FlexService
dbi FlexService organization
www.dbi-services.com 7 26.04.2012
Customer 1
Customer 2
Customer N
Service Desk
© dbi services
Agenda
Under the Hood of dbi FlexService
i. dbi FlexService organization
ii. Getting alerted
iii. Handling cases
iv. New features
Agenda
26.04.2012 8 www.dbi-services.com
© dbi services
Under the Hood of dbi FlexService
Getting alerted
www.dbi-services.com 9 26.04.2012
Incident Closed
Resolution Time
Incident Analysis
Reaction Time
Incident Logging
Business Hours (BH)
Option 7 x 24 Support
© dbi services
Customer Calls
Toll Free 0800 Number
Business Hours
dbi services’ Service Desk
Dispatcher
Non Business Hours
Professional Call Center
3 levels of escalation
Under the Hood of dbi FlexService
Getting alerted
www.dbi-services.com 10 26.04.2012
© dbi services
Monitoring
Oracle Enterprise Manager
Multiplatform monitoring
Based on Packages
Requires Licenses
dbi services templates
Nagios
Multiplatform monitoring
Based on plugins
Open Source solution
dbi services’ “Plug & Play” ESX Virtual machine
Under the Hood of dbi FlexService
Getting alerted
www.dbi-services.com 11 26.04.2012
© dbi services
Monitoring
What happen if the monitoring crash?
Heartbeat mechanism
Health check mail every 6 hours
Integrated in OTRS – Heartbeat Tickets
Automatic alerting if missing
Under the Hood of dbi FlexService
Getting alerted
www.dbi-services.com 12 26.04.2012
© dbi services
Agenda
Under the Hood of dbi FlexService
i. dbi FlexService organization
ii. Getting alerted
iii. Handling cases
iv. New features
Agenda
26.04.2012 13 www.dbi-services.com
© dbi services
Under the Hood of dbi FlexService
Handling cases
www.dbi-services.com 14 26.04.2012
Notification
Logging Classification
Prioritization Initial
Diagnostic
KDB
Escalation Analysis
Resolution Closure
© dbi services
Classification
Events
Incidents
Problem
Request for Change (RfC)
Service Requests
Information Service Request – ISR
Operation Service Request – OSR
Project Service Request – PSR
Under the Hood of dbi FlexService
Handling cases
www.dbi-services.com 15 26.04.2012
© dbi services
Prioritization
Based on
Services – dbi FlexService level
SLA
Criticality
Impact
Under the Hood of dbi FlexService
Handling cases
www.dbi-services.com 16 26.04.2012
Services SLAs Reaction
Time
Criticality Impact Priority
© dbi services
Prioritization
Under the Hood of dbi FlexService
Handling cases
www.dbi-services.com 17 26.04.2012
Business Hours (8h00 – 18h00)
dbi Flexible SLA + dbi Flexible SLA ++ dbi Flexible SLA +++
Critical Business Impact 2 hours 1 hour 30 min.
Medium Business Impact 4 hours 3 hours 2 hours
Low Business Impact 8 hours 6 hours 4 hours
Non Business Hours (18h00 -8h00)
Critical Business Impact 2 hours 1 hours
Medium Business Impact 4 hours 4 hours
© dbi services
Prioritization
Under the Hood of dbi FlexService
Handling cases
www.dbi-services.com 18 26.04.2012
Critical Business Impact
• High perturbation or blocking issue on a production service. The Business can’t work any longer
• Production database down
• Production Content Server down
• Production database corruption or loss
• Production Listener / Docbroker down
Medium Business Impact
• Production Service perturbations or Test Service blocked
• Max processes/cursors reached on production
• Production connection errors
• Test database down
• Test Content Server down
Low Business Impact
• Incident on production without business impact or test environment perturbation
• Test Content Server connection error
• Test database connection error
• Broken Job
© dbi services
Prioritization
Impact depends on
Type of environment
End User disturbance
Context
Golden rule: Last word comes to customer
Under the Hood of dbi FlexService
Handling cases
www.dbi-services.com 19 26.04.2012
© dbi services
Initial Diagnostic & Analysis
Made by experienced and qualified engineers
Regular training with international references
Certification efforts
Use of dbi services Knowledge Management
OTRS Knowledge Database
Blogs and articles
dbi_technet community
Regular events
Mailing list – integrated in Knowledge Database
Under the Hood of dbi FlexService
Handling cases
www.dbi-services.com 20 26.04.2012
© dbi services
Resolution & Closure
Resolution triggers an entry in the Knowledge Database
Closure depends on case type
Events
dbi services automatic closure
Incidents & Problems
Only on customer formal approval
Service Requests
Operation SR: On operation validation by customer
Project SR: On project acceptance
Under the Hood of dbi FlexService
Handling cases
www.dbi-services.com 21 26.04.2012
© dbi services
Agenda
Under the Hood of dbi FlexService
i. dbi FlexService organization
ii. Getting alerted
iii. Handling cases
iv. New features
Agenda
26.04.2012 22 www.dbi-services.com
© dbi services
Objectives
Continual Service Improvement
Provides customers increased services
New Features
Customers OTRS access
Tickets follow up
FAQ access
Non Business Hours support based on emails
7 – 10 monitoring alerts
Automatically triggers On-Caller intervention
Capacity Planning
Under the Hood of dbi FlexService
New features
www.dbi-services.com 23 26.04.2012
© dbi services
Customers OTRS access
Tickets follow up
FAQ access
Availability: H2 2012
Under the Hood of dbi FlexService
New features
www.dbi-services.com 24 26.04.2012
© dbi services
Non Business Hours support based on emails
7 – 10 monitoring alerts
Automatically triggers On-Caller intervention
Availability: NOW
Capacity Planning
Web based application
Provides Database and Operating System reports
Included in dbi FlexService +++
Available as an option of dbi FlexService ++
Availability: H1 2013
Under the Hood of dbi FlexService
New features
www.dbi-services.com 25 26.04.2012
© dbi services
dbi services
Any Questions? Please Do Ask!
26 26.04.2012 www.dbi-services.com
David Hueber
Senior Consultant
Head of Managed Services
Mobile +41 79 963 43 68
www.dbi-services.com
„We look forward to working with you!“