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Transcript of SoftLayer Fundamentals Flex and on Dema 1283770
© 2014 IBM Corporation
SoftLayer Fundamentals Flexible and on demand – Understanding SoftLayer Managed Services
© Copyright IBM Corp. 2014. All rights reserved.
Course materials may not be reproduced in whole or in part without the prior written permission of IBM.
IBM®, the IBM logo, and ibm.com are trademarks or registered trademarks of International Business Machines Corp., registered in many jurisdictions worldwide. Other product and service names might be trademarks of IBM or other companies. A current list of
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countries.
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Microsoft, Windows, Windows NT, and the Windows logo are trademarks of Microsoft Corporation in the United States, other countries, or both.
Java and all Java-based trademarks and logos are trademarks or registered trademarks of Oracle and/or its affiliates.
CDNLayer®, CloudLayer®, KnowledgeLayer®, RescueLayer®, SoftLayer®, and StorageLayer® are trademarks or registered
trademarks of SoftLayer, Inc., an IBM Company.
Other company, product, or service names may be trademarks or service marks of others.
The information contained in this document has been submitted to any formal IBM test and is distributed on an “as is” basis
without any warranty either express or implied. The use of this information or the implementation of any of these techniques is a customer responsibility and depends on the customer's ability to evaluate and integrate them into the customer’s operational
environment. While each item may have been reviewed by IBM for accuracy in a specific situation, there is no guarantee that the
same or similar results will result elsewhere. Customers attempting to adapt these techniques to their own environment do so at their own risk.
© Copyright International Business Machines Corporation 2014. All rights reserved. This document may not be
reproduced in whole or in part without the prior written permission of IBM. Note to U.S. Government Users – Documentation
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Trademarks
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© Copyright IBM Corp. 2014. All rights reserved.
Course materials may not be reproduced in whole or in part without the prior written permission of IBM.
Meet your speakers Jody Cefola is the SoftLayer Channels Integration leader focused on
partner enablement from IBM. Jody had 10 years in channel development
and execution working with all types of partners and international
experience with channel execution in Europe and Asia Pacific.
Jeff Klink is a senior technical staff member (STSM) with IBM Canada. For the
past 10 years, Jeff has focused on large-scale solution design and practice
with a primary focus on software as a service for solution vendors and
managed service providers. Currently, Jeff serves as the worldwide lead for
the IBM Global Cloud Ecosystem architecture team, which evangelizes and
solutions on top of the SoftLayer and SCE+ infrastructure as a service
platforms.
Vinayak Harnoor is a Technical Architect with the IBM Global Technology
Services (GTS) Global Cloud Ecosystem team. Vinayak has over 18 years of
experience with Infrastructure and application performance monitoring
technologies and came to IBM in 2012 with the Tealeaf acquisition. He has a
bachelor’s degree in Computer Engineering from Nagpur University, India,
and a Masters Certificate in Project Leadership and Service Design from
Cornell University, Ithaca, NY.
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© Copyright IBM Corp. 2014. All rights reserved.
Course materials may not be reproduced in whole or in part without the prior written permission of IBM.
SoftLayer Fundamentals is a series of technical webinars to
provide knowledge on the capabilities to help build solutions
Webinar
Date Topic # Topic
February 25 1 Changing the landscape, not the definition - SoftLayer overview
February 27 2 One size does not fit all – Defining the SoftLayer cloud architecture
March 4 3 Connecting to the cloud – SoftLayer network options, part 1
March 6 4 Connecting to the cloud – SoftLayer network options, part 2
March 11 5 Keep safe – Securing your virtual instances
March 13 6 Storing your data – Understanding SoftLayer storage options
March 18 7 Flexible and on demand – Understanding SoftLayer managed services
March 20 8 You can’t manage what you don’t monitor – SoftLayer management and
monitoring
March 25 9 Evaluating cloud providers - Leveraging SoftLayer differentiators
For general SoftLayer overview presentations
Lance Crosby, SoftLayer CEO, main tent at IBM PWLC: http://www.youtube.com/watch?v=t9h2cXwcUvA
Grow your cloud business - leveraging the IBM acquisition of SoftLayer:
https://engage.vevent.com/rt/ibm~1017?token=NTU2MTY1MjY0MDAxMjExMDgxN0NIRUNLX0RBVEVfQU5EX0VOVFJJ
RVNfQ09VTlQ
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© 2014 IBM Corporation © Copyright IBM Corp. 2014. All rights reserved.
Course materials may not be reproduced in whole or in part without the prior written permission of IBM. 5
Your cloud strategy is your business strategy
Pacesetters use cloud to surface insights from data. They reimagine business
models, make better decisions and serve customers in new ways to create winning
business outcomes.
With so much at stake, you don't want just any cloud…
Source: IBM Center for Applied Insights Under cloud cover: How leaders are accelerating competitive differentiation that surveyed
802 cloud decision makers and users, spanning 13 countries and 24 industries.
2x the revenue growth
Almost
2.5x higher gross profit
growth than peers
Nearly
© Copyright IBM Corp. 2014. All rights reserved.
Course materials may not be reproduced in whole or in part without the prior written permission of IBM. 6
Tap into SoftLayer. Leverage significant investment to build
skills starting with SoftLayer Fundamentals
7.6 Revenue growth for Business Partners who have embraced
cloud2 7.6 2.5X
7.6 of CIO’s who are reengineering IT plan to look for outside
help – new skills, tools and capabilites3 7.6 66%
Sources: 1. Forrester Research, Cloud Channel Trends, 2013 to 2014, February 2013, 2. IDC: Worldwide channel and alliances 2013 top 10 predictions, January 2013,3. IBM CIO
study, 2011,
7.6 value for service channel partners has become technical
training1
7.6 #1
© Copyright IBM Corp. 2014. All rights reserved.
Course materials may not be reproduced in whole or in part without the prior written permission of IBM.
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Upon completion of this webinar, you should be able to:
• Review how SoftLayer backs up data
• Evaluate SoftLayer data recovery solutions
• Determine the difference between managed services
and self service
• Discuss the terms of SoftLayer SLAs and SLOs
Understanding SoftLayer Managed Services
© Copyright IBM Corp. 2014. All rights reserved.
Course materials may not be reproduced in whole or in part without the prior written permission of IBM.
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In this topic, you will learn about
• Backing up your data
• Recovering your data in the event of a disaster
Backing up data and disaster recovery solutions
© Copyright IBM Corp. 2014. All rights reserved.
Course materials may not be reproduced in whole or in part without the prior written permission of IBM.
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Backing up data and disaster recovery solutions
• Automated backup and recovery solutions.
• Wide range of storage options.
• Data can be stored in data centers across
the globe making it disaster recovery
efficient.
• All backups and restores happens over a
high speed, secure private network.
• Private network bandwidth is unmetered
and at no cost to the customer.
© Copyright IBM Corp. 2014. All rights reserved.
Course materials may not be reproduced in whole or in part without the prior written permission of IBM.
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Backing up data and disaster recovery solutions (cont.)
• EVault
‒ GUI based interface for backups and
restores.
‒ Hourly, daily, weekly, and custom
schedules.
‒ Full systems, specific directories or
even individual files are backed up.
‒ Individual software agents available
that enable EVault to target more
specific data in Exchange,
SQLServer, SharePoint, MS
Clusters, and Oracle servers.
© Copyright IBM Corp. 2014. All rights reserved.
Course materials may not be reproduced in whole or in part without the prior written permission of IBM.
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Backing up data and disaster recovery solutions (cont.)
• Idera
‒ Proprietary management system to
interact with Idera continuous data
protection (CDP)
‒ Provides high-performance disk-to-
disk server backup
‒ Multi-platform support for physical
and virtual servers; includes
databases such as MS SQL and My
SQL.
© Copyright IBM Corp. 2014. All rights reserved.
Course materials may not be reproduced in whole or in part without the prior written permission of IBM.
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Backing up data and disaster recovery solutions (cont.)
• Object Storage is ideal for managing
large unstructured data sets including
virtual machine images, photos and
email etc…
• File Transfer Protocol (FTP) and
network attached storage (NAS)
provide fast, reliable, and cost-effective
storage for maximum data retention
and storage.
© Copyright IBM Corp. 2014. All rights reserved.
Course materials may not be reproduced in whole or in part without the prior written permission of IBM.
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Backing up data and disaster recovery solutions (cont.)
• Storage area network (SAN)
– Replications of iSCSI volumes can
be sent to another SoftLayer data
center in the US, Asia, or Europe for
painless disaster recovery.
– Point-in-time snapshots of iSCSI
volumes can be scheduled, stored
locally or remotely, and later
accessed for data recovery or
current data comparison.
© Copyright IBM Corp. 2014. All rights reserved.
Course materials may not be reproduced in whole or in part without the prior written permission of IBM.
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Backing up data and disaster recovery solutions (cont.)
• Disaster recovery capabilities
– Single and multiple data center back
up options.
– Geographic diverse DNS routing.
– Replication snapshots and mass
network storage
© Copyright IBM Corp. 2014. All rights reserved.
Course materials may not be reproduced in whole or in part without the prior written permission of IBM.
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Backing up data and disaster recovery solutions (cont.)
© Copyright IBM Corp. 2014. All rights reserved.
Course materials may not be reproduced in whole or in part without the prior written permission of IBM.
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In this topic, you will learn about
• SoftLayer Managed Services
• Core components of Managed Services
• Exclusions
• Support team
Understanding SoftLayer Managed Services
© Copyright IBM Corp. 2014. All rights reserved.
Course materials may not be reproduced in whole or in part without the prior written permission of IBM.
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Understanding SoftLayer Managed Services
• Managed environment provisioned
within one business day.
• Managed and self-managed
environments are integrated.
• Monthly contracts with no long term
commitments like other cloud
providers.
• Real-time insight into managed
environment with executive
dashboards.
• Pricing per server (virtual or physical)
includes all core services that come
with managed services offering.
© Copyright IBM Corp. 2014. All rights reserved.
Course materials may not be reproduced in whole or in part without the prior written permission of IBM.
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Understanding SoftLayer Managed Services (cont.)
• Backup
– Current backup plan assessment,
identify backup goals and provide
backup and recovery plans.
– Disk-to-disk backup and offsite
backups.
– Backup usage reports and alerts are
provided to facilitate planning for
additional capacity.
• Storage
– Current storage strategy assessment
to identify storage capabilities, needs,
and projected requirements.
– Customized storage plans are defined
with options including high-availability.
– Storage utilization, storage
performance, and data replication are
monitored.
© Copyright IBM Corp. 2014. All rights reserved.
Course materials may not be reproduced in whole or in part without the prior written permission of IBM.
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Understanding SoftLayer Managed Services (cont.)
• Security
– Current threat levels identified and
customized security plan created
using best practices.
– Security system and plan is kept up
to date.
– Monthly OS patching, vulnerability
scanning, monthly checks and
updates are performed.
– Server hardening based on
referenced by CIS and Microsoft
Internet Security best practices.
© Copyright IBM Corp. 2014. All rights reserved.
Course materials may not be reproduced in whole or in part without the prior written permission of IBM.
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Understanding SoftLayer Managed Services (cont.)
• Monitoring
– Customized monitoring and
escalation plans are created.
– 24x7 monitoring based on industry
practices.
– Availability, Fault and Performance
monitoring of entire infrastructure,
including self-managed environments.
– Ticket-based alerts.
– Dedicated experts are first line of
defense.
© Copyright IBM Corp. 2014. All rights reserved.
Course materials may not be reproduced in whole or in part without the prior written permission of IBM.
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Understanding SoftLayer Managed Services (cont.)
• Database
– Senior Certified MSSQL and MySQL
DBAs are assigned to accounts.
• They understand your current
implementation and provide
database consultation, not just
DBA activities.
• Specific database monitoring,
reporting, backup and recovery
processes are provided.
© Copyright IBM Corp. 2014. All rights reserved.
Course materials may not be reproduced in whole or in part without the prior written permission of IBM.
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Understanding SoftLayer Managed Services (cont.)
• Change management
– Customer specific run-books to
ensure SoftLayer team and customer
are in sync.
– Change managed procedures are
documented including escalation,
policies, and notification procedures.
– Impact assessment for system
changes.
© Copyright IBM Corp. 2014. All rights reserved.
Course materials may not be reproduced in whole or in part without the prior written permission of IBM.
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Understanding SoftLayer Managed Services (cont.)
• Technical Account Manager (TAM)
– Enterprise account management
experience.
– In-depth understanding of customer’s
business objective.
• Senior systems engineer
– MCSE, MCITP, RHCE certifications
• Senior database administrator
– MCDBA, MCITP and MySQL certifications
– Expert-level understanding of
• HA configurations of databases
• Disaster recovery solutions
• Database optimization and
• Database security
© Copyright IBM Corp. 2014. All rights reserved.
Course materials may not be reproduced in whole or in part without the prior written permission of IBM.
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Understanding SoftLayer Managed Services (cont.)
• In-scope
– Virtual instances, dedicated and bare metal
servers
– Mandatory hardware firewall protection
– Check for running jobs/services and provide
restart services
– VPN configuration services for Fortigate
Firewalls at additional charge
• Exclusions
– Vyatta virtual router
– No grant of windows control panel to
customers
– Patching of customer applications and
middleware
– Writing code, customer OS images,
regulated environments
© Copyright IBM Corp. 2014. All rights reserved.
Course materials may not be reproduced in whole or in part without the prior written permission of IBM.
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Understanding SoftLayer Managed Services (cont.)
© Copyright IBM Corp. 2014. All rights reserved.
Course materials may not be reproduced in whole or in part without the prior written permission of IBM.
26
In this topic, you will learn about SoftLayer’s Service
Level Agreements (SLAs) and Service Level
Offerings (SLOs).
Working with SoftLayer SLAs and SLOs
© Copyright IBM Corp. 2014. All rights reserved.
Course materials may not be reproduced in whole or in part without the prior written permission of IBM.
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• The Master Service Agreement (MSA) is the primary legal document that outlines the responsibilities of both the customer and SoftLayer. It contains Terms of Service, Service Level Agreement, Acceptable Use Policy, and so on. The MSA is used for unmanaged hosting environments.
• SoftLayer commitments:
Public Network: SoftLayer will use commercially
reasonable efforts to provide a service level of 100% for
the Public Network.
Private Network: SoftLayer will use commercially
reasonable efforts to meet the service level of 100% for
the Private Network.
Customer Portal: SoftLayer will use commercially
reasonable efforts to meet the service level of 100% for
access to the Customer Portal.
Redundant Infrastructure: SoftLayer will use
commercially reasonable efforts to meet the service
level of 100% for access to the power and HVAC
services provided to Customers.
Working with SoftLayer SLAs and SLOs
© Copyright IBM Corp. 2014. All rights reserved.
Course materials may not be reproduced in whole or in part without the prior written permission of IBM.
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• When SLA credits are issued
30 continuous minute period of Qualifying Outage Minutes for a Service in a Measurement Period, SoftLayer shall provide a SLA Credit of 5% of the fees for the relevant Service, which was subject to the Loss of Service during the Measurement Period.
The Customer cannot combine alleged Claimed Outages for different Services (such as Public Network and Private Network) to meet this calculation.
• How SLA credits are issued
SoftLayer has an approved process in place for customers to receive SLA credits.
In order to claim a credit the customer shall follow the Approved Procedure within seven (7) days of the end of the Claimed Outage.
Credits are based on a per-resource basis and are applied against future service charges.
• Who is not eligible for SLA credits
SLA credit does not apply to customers that are not current on payment when the outage occurred.
Customers who have not paid their fees when due for the Services three or more times in the previous twelve calendar months.
Working with SoftLayer SLAs and SLOs (cont.)
© Copyright IBM Corp. 2014. All rights reserved.
Course materials may not be reproduced in whole or in part without the prior written permission of IBM.
29
• Maintenance windows
Known or scheduled time period during which maintenance is performed on SoftLayer managed components.
Maintenance window postings are done through email, RSS feed, Twitter feed, API, or within portal.
SoftLayer maintenance is scheduled 72 hours in advance and during off peak hours.
Customer maintenance is scheduled in advance with the customer.
SoftLayer reserves the right to emergency windows.
Time and window are excluded from MSA and Managed Hosting MSA.
Working with SoftLayer SLAs and SLOs (cont.)
© Copyright IBM Corp. 2014. All rights reserved.
Course materials may not be reproduced in whole or in part without the prior written permission of IBM.
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• Unmanaged Hosting SLA
Replaces failed hardware in 2 hours or less after notification, using “commercially reasonable effort.”
Upgrades hardware in 2 hours or less after scheduled start time.
Credit given if 2 hours exceeded (20% every 4 hours).
Excludes reload of OS and applications.
• Managed Hosting SLA (available for customers who consume at least $2,500 per month of SoftLayer Services; selected OSs/Software)
SoftLayer’s certified engineering and support team is assigned, helping design the deployment and regularly reviewing the Customer’s infrastructure performance and health.
Failed hardware repair or replacement will begin within one hour of ticket initiation.
SoftLayer live support will be available 24 x 7.
Monitoring alert response within 15 minutes of ticket initiation.
Ticket responsiveness: Customer questions posted in tickets will be acknowledged within one hour.
Working with SoftLayer SLAs and SLOs (cont.)
© Copyright IBM Corp. 2014. All rights reserved.
Course materials may not be reproduced in whole or in part without the prior written permission of IBM.
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• Service Level Objective
1 to 4 hours for dedicated and bare metal servers.
5 to 15 minutes for virtual cloud instances.
2 hours or less for dedicated hardware replacements (excludes reload of OS and applications).
Working with SoftLayer SLAs and SLOs (cont.)
© 2014 IBM Corporation © Copyright IBM Corp. 2014. All rights reserved.
Course materials may not be reproduced in whole or in part without the prior written permission of IBM. 32
? ?
Questions
© 2014 IBM Corporation © Copyright IBM Corp. 2014. All rights reserved.
Course materials may not be reproduced in whole or in part without the prior written permission of IBM. 33
Leading Edge
Trusted
Completely Free
Recommended actions
Sign up for a free 1 month trial account:
http://www.softlayer.com/info/free-
cloud/skills100
Within 60 days, register as a SoftLayer
partner with a viable SL opportunity (time
frame, workload, configuration) at:
http://www.softlayer.com/partners/ibm-
partners
© Copyright IBM Corp. 2014. All rights reserved.
Course materials may not be reproduced in whole or in part without the prior written permission of IBM.
Attend other SoftLayer Fundamentals webinars or download
the replay and materials at your convenience
Please remember to download the glossary of terms
Webinar
Date Topic # Topic
February 25 1 Changing the landscape, not the definition - SoftLayer overview
February 27 2 One size does not fit all – Defining the SoftLayer cloud architecture
March 4 3 Connecting to the cloud – SoftLayer network options, part 1
March 6 4 Connecting to the cloud – SoftLayer network options, part 2
March 11 5 Keep safe – Securing your virtual instances
March 13 6 Storing your data – Understanding SoftLayer storage options
March 18 7 Flexible and on demand – Understanding SoftLayer managed services
March 20 8 You can’t manage what you don’t monitor – SoftLayer management and
monitoring
March 25 9 Evaluating cloud providers - Leveraging SoftLayer differentiators
34