11-bopreso-ag-95437885-improving application uptime with ... · administering big-ip...

Improving Application Uptime with F5 Tools Brent Curran—VP, Global Support Matt Gordon—Software Engineer

© 2016 F5 Networks

Global Services Application Uptime Resources

Deliver consulting activities and services to ensure a highly available, scalable, secure,

and agile infrastructure

Drive training, certification, knowledge, and diagnostic tools that help effectively

utilize F5 technology

Provide post-installation remote assistance and support for F5

software or hardware

Customer focus | Service excellence | Technology expertise | Global coverage

Knowledge SupportProfessional

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© 2016 F5 Networks

Global ServicesWith You throughout the Solution Lifecycle

Optimize Maximize performance, health, security Proactive assessments and integration iHealth/AskF5/DevCentral

Architect Design for best practices deployments Solution definition workshops Design and assessments

Maintain Ensure continued availability Upgrades and expert services World-class support Premium plus and enhanced services

Implement Deploy quickly and optimally Installations and migrations Web and onsite training

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Global Training

© 2016 F5 Networks

F5 Education

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© 2016 F5 Networks

F5 Education

Grow professional skills and career

Gain the knowledge to improve network

performance and uptime

Get the training you need on your own terms

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© 2016 F5 Networks

Global Training

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© 2016 F5 Networks

Global Training

Self-paced, module base for convenience

and flexibility for individuals seeking

technical knowledge

Instructor-led training offered by F5 and

F5’s authorized training centers worldwide

Customized training to accommodate a standard

class or a combination of classes

F5 online Instructor led Onsite

Technical learning options that align with business needs7

© 2016 F5 Networks

Online TrainingFree web-based training: Focused on helping you and your team get up to speed quickly Self-paced courses on F5 products and technologies Multiple languages Technical content

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© 2016 F5 Networks

In-Person TrainingAvailable in multiple training facilities across five continents Combines: Instructor presentations Classroom discussions Interactive labs

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Network administrators and engineers

Con

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LTM

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EM

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AA

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VIP

RIO

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AFM

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GTM

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Application developers, network administrators, and engineers

Developing iRulesDeveloping iApps

Network operators, administrators, and engineers

Troubleshooting BIG-IPAdministering BIG-IP

© 2016 F5 Networks

F5 CertifiedCertification Rapidly Growing

Certified Administrator BIG-IP Administrator Future Administrators

Certified Architect Application Delivery Architect

Certified Engineer Application Delivery Engineer

Certified Solution Expert Future SolutionsSecurity Solutions Cloud Solutions Enterprise Application

Solutions

Certified Technology Specialist Future TechnologiesBIP-IP LTM BIP-IP GTM BIP-IP ASM BIP-IP APM

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© 2016 F5 Networks

F5 training: In-classroom training Web-based training Virtual instructor-led training Available in global locations Extensive training catalog

F5 Certified! Professional Certification

Experience: On-the-job training Network infrastructure LAN/WAN administration Layer 1–7

Third-party training: University courses Technical college Industry periodical/newsletters Peer/community sites/blogs

The Path to Professional Certification

INDUSTRY EXPERIENCE

THIRD-PARTY TRAINING

F5 TRAINING

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Self-Solve

© 2016 F5 Networks

F5 Self-Solve and Community

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© 2016 F5 Networks

F5 Self-Solve and Community

Houses product guides, release notes, solutions to known issues, how-to and hotfix information, downloads, and more

BIG-IP iHealth uses advanced diagnostics to help you optimize

your system performance

Collaborate and share innovations including code samples, new techniques,

and other tips, with more than 190,000 F5 users worldwide

iHealth diagnostic tool DevCentral collaborationAskF5 knowledge base

Self-solve capabilities13

© 2016 F5 Networks

AskF5: One Stop for All Support Needs

Fast, validated self-solve capabilities

AskF5 Knowledge Base

AskF5 houses product guides, release notes, solutions to known issues, how to and hotfix information, downloads, and more. You can also sign up to receive security email alerts and product-specific RSS feeds.

Performance

Availability

Knowledge base

Hotfix

Security alerts

Product guides

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© 2016 F5 Networks

Released: September 19, 2014 Refreshed: March 4, 2015 Pages: 336 Chapters: 20 Quick Start Guides: 3

Released: January 21, 2015 Pages: 140 Chapters: 9 Troubleshooting: 10 pages

Released: May 4, 2015 Pages: 208 Chapters: Troubleshooting: 30+ pages

F5 Operations Guides

TMOS BIG-IP LTM/BIG-IP DNS BIG-IP APM15

© 2016 F5 Networks

iHealth


© 2016 F5 Networks

iHealth

Automatically runs against adatabase of known issues andsupplies user with the stepsto resolve issues identified

Allows the user to seestatistics, performance graphs,

logs, hardware, licensing,and configuration details

all in one location

Allows the user to capturemost if not all data needed

to diagnose issues withone command

Gain insight Ease managementFix issues quickly


© 2016 F5 Networks 17

iHealth The past

Improving the ability for customers to self solve w/o the need of a support interaction

Consolidated F5 Technical knowledge within the company -> for customers to leverage

Improve time to solution with customers as QKViews replaced techouts


iHealth The past




iHealth The present

30,000 QKViews per month (17K via GUI, 13K via API)

4600 unique GUI users, 180 unique API users

80MB average QKView size (and growing)

560K page views/month from 110 countries

1500 diagnostics

iHealth - API


•REST API

•Upload QKViews, retrieve diagnostic output, etc.

•Documentation available on DevCentral

iHealth - QKView


•A gzipped tarball

•Contains log files, core files, XML dumps, command output, etc.

•Can be created from the BIG-IP GUI or the BIG-IP command line with the “qkview” utility.

iHealth Upgrade Advisor


•Detects potential upgrade issues before you upgrade.

•Supports upgrading to BIG-IP v11.5 and beyond.

iHealth - demo



iHealth The past




iHealth The present

30,000 QKViews per month (17K via GUI, 13K via API)

4600 unique GUI users, 180 unique API users

80MB average QKView size (and growing)

560K page views/month from 110 countries

1500 diagnostics

iHealth The future

More diagnostics (always!)

Shared QKViews between coworkers

Better graphing and reporting

More module support

Better log file aggregation/searching

GUI update

Customer defined recommendations (always listening for enhancements)

© 2016 F5 Networks

Key Benefits of F5 Delivers strong performance and eliminates downtime Gives employees reliable email access from any device or location Streamlines system administration and enables zero downtime

F5 Reference Architectures Application Services

“F5 iHealth is a totally automated, secure site where I can simply upload my configuration. Within minutes it’s been analyzed and sent back, so I can see almost immediately if I’m running the best setup for Exchange Server and BIG-IP LTM. With other vendors, it would take a day or two to get those results.”Mahmoud Amin, IT Manager, Dar Al-Handasah LTM

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Enhanced Services

© 2016 F5 Networks

Support on Your Terms

Seattle, Spokane

Lowell

London

Singapore

Tokyo

Beijing Shanghai

Tel Aviv

Auckland

24x7 multilingual technical support Deep technical expertise Resource availability during maintenance windows 150 global RMA depots ISO 9001: 2008 Enhanced services

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© 2016 F5 Networks

Enhanced Support Programs

Designated F5 expertise Priority and visibility within F5

Premium Plus team Focused Account Management

(SDM & EAE) Escalation priority to

Engineering and Product Dev.

Support management notification of all cases opened

Weekly executive management review of hot issues

Proactive reviews

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© 2016 F5 Networks

Service Delivery ManagerFocused interaction at management level

Single point of contact for support escalations

Knowledgeable about your business and network

Responsible for service experience

Monitors cases daily and holds QBRs

Communication point on active issues across F5

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© 2016 F5 Networks

Enterprise Account EngineerFocused interaction to minimize reactive support engagements

Knowledgeable about your business

Deep technical experience on everything network

Most senior engineers with F5 certifications and highest customer satisfaction

Actively participates in case review calls

Primary delivery person for significant knowledge transfer

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© 2016 F5 Networks

Higher Uptime and Fewer Issues

More Devices Does Not Have to Be More Cases

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Q1 Q2 Q3 Q4 Q5 Q6 Q7 Q8 Q9 Q10 Q11 Q12 Q13 Q14 Q15 Q16 Q17 Q18 Q19

Total supported devices

Total cases

Linear (total supported devices)

Linear (total cases )

• Add class to your personal schedule.

• Survey will pop up in Mobile App. • Answer the multiple choice. • Submit your question to complete. • Receive 5 points!

Give Feedback – Get Points!

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