mission possible: future of it support

Bob Marla) Informa(on Systems Opera(ons Manager -‐ Washington State Patrol

James Stanger, PhD Senior Director, Products -‐ CompTIA

23 October, 2014

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Mission Possible: The Future of IT Support

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Agenda

•  A hands-‐on look into the support needs for a complex series of networks – Bob’s world

•  What you need to learn in order to support systems ü  Technologies ü  Tools ü  Techniques

•  The future of IT support

3


James Stanger Senior Director, Products Responsible for determining CompTIA’s product roadmap

Mission Possible: Your Host

open source security

web technologies

blogging

Authority in:

I’m also an

educator


Bob Marla) Informa(on Systems Opera(ons Manager for the Washington State Patrol

Mission Possible: Our Guest

Former CIO

Management consultant to

various states over the past 15 years

Project manager

InformaNon systems strategic

and tacNcal planning

Systems migraNon specialist

Independent quality assurance

consultant

OperaNons manager


CompTIA is … The voice of the world’s informaNon technology (IT) industry.

§  Non-‐profit: IT Trade Associa(on advancing the global interests of IT professionals and IT channel organiza(ons

§  Philanthropy: Crea(ng IT Futures

§  Advocacy: TechAmerica

§  Provide industry leading creden(als and cer(fica(on:

www.comp(a.org

Shameless plug… visit

cerNficaNon.CompTIA.org

… check out a free trial

of

CertMaster!


CompTIA CerNficaNons – a quick overview

CompTIA Best Prac(ces Cer(fica(on

IT Fundamentals CyberSecure

CompTIA Professional Cer(fica(on

A+ CDIA+ Cloud+ CTT+ Linux+

Mobility+ Network+ Project+ Security+ Server+ Storage+

CompTIA Mastery Cer(fica(on

CompTIA Advanced Security PracNNoner

(CASP)

CompTIA Specialty Cer(fica(on

Cloud Essen(als Mobile App Security+

Certs in red – ANSI/ISO cer:fied/US Government 8570


A skills-‐based look at the CompTIA roadmap

8

This photo is for placement only

We cerNfy essenNal skills for the enNre IT department / “ecosystem”

Job role Cer:fica:on

Help Desk / IT Support Technician / Field Technician A+

Opera(ng system support Server+, Linux+ Network technician Network+ IT / cloud architect Cloud Essen(als, Cloud+

Systems analyst / mobility engineer Mobility+

Mobile app developer Mobile App Security+

Security engineer / IA technician Security+, CASP

Any employee CyberSecure (Forthcoming) Project manager Project+


What you can learn from Bob …

How to keep pace with high-‐stakes, high-‐availability

environments

How to ensure system upNme

How to share vital

informaNon in real-‐Nme

Tips, tricks and traps for supporNng evolving IT

systems, including what is coming

next . . .

ü ü ü ü

You’re going to learn about the real-‐world types of skills that Bob needs to run a complex environment, both now, and 5 years from now.

a look inside bob’s world

10

NaNonal Criminal JusNce Network

DMV Correc(ons

Courts Municipal County State Federal Law Enforcement

WA Criminal History

WA Crime Informa(on

Center

NLETS FBI NaNonal Crime InformaNon Center (NCIC)

Interstate IdenNficaNon Index (III) NaNonal Sex Offender Registry (NSOR)

INTERPOL Canadian

All US States & Territories

Message Switch

Crime InformaNon Center: First Social Network

Wanted Persons Missing Persons Uniden(fied Persons Supervised Persons Protec(on Orders Iden(ty Thek

Securi(es File Stolen Vehicles & Plates Repossessed Vehicles Impounded Vehicles License Plate File Sex Offender Registra(on

Gun File Vehicle Parts File Boat File Ar(cle File Person of Interest DOL Drivers Check

DOC Offender File DOL Mug Shots Immigra(on Violator RAP Sheets Gang Affilia(on

HOT FILES

State and NaNonal Crime InformaNon Centers

Law Enforcement Opera(ons

Computer Aided Dispatch Law Enforcement Records

Add, Modify, Clear, Delete

Query Incident, Case InformaAon

OrganizaAons other than Facebook and Google have been collecAng and storing informaAon for a long Ame . . .

Each of the systems in these circles represents separate technical support needs.

ACCESS TransacNon Volumes

Row Labels Input Message

Output Message Grand Total

Corrections 64,710 64,830 129,540 DMV 2,640,779 2,652,458 5,293,237 Parks (Boats) 2,204 2,206 4,410 WACIC 3,994,675 2,662,924 6,657,599 Regional Systems 3,291,484 11,015,074 14,306,558 FBI III 310,108 103,763 413,871 NCIC QRY 1,921,204 1,919,840 3,841,044 NCIC Updates 60,116 59,889 120,005 NCIC Updates Crim History 20,309 96,707 117,016 NLETS 951,946 925,964 1,877,910 WSP Client (local) 201,548 957,830 1,159,378 DMV Photo 8,069 8,069

Grand Total 13,459,083 20,469,554 33,928,637

September 2014

Who supports all of these systems?

Support Context

CUSTOMERS 25,493 Terminals 600+ Agencies 123 Regional Systems 11,018 MDT Devices 1,686 Wireless Devices

WSP 24 X 7 Help Desk 3 WSP ACCESS Systems Administrators

WSP Infrastructure

Support Servers Storage

(MicrosoR)

WSP Network Support Rou(ng VPN

Phone Email

Work Orders

24 X 7 Support Configura(on Rou(ng Troubleshoo(ng Inquiry Connec(ons Journal Searches Defects Change Management

Business applicaNons Vendor Applica(on Support


OperaNonal Issues

Mission Cri(cal – 24 x 7

Opera(ons

Configura(on Management

• Change management • One change affects mul(ple systems

Applica(on Management

Customer Management

• Changing configura(on • Regional Message compliance

Journal Searches & Public Disclosure

Requests

Technology Changes

Communica(ons •  Customers •  Vendors •  Technical workers

Let’s talk about the issues you face, and the skills Bob needs from his co-‐workers to handle these issues . . .


Networking, including protocol

analysis and rouNng

•  Records analysis •  Packet captures (Wireshark) •  TCP handshake •  Protocol analysis

EssenNal Support Skills

Server and storage

RouNng

Database, including SQLs

The ability to understand how different systems work together

Bob’s workers need:


“To the nines”

Let’s talk about the various levels of “nines” …

Availability % DownNme per annum

DownNme per month

DownNme per week

99.9 % 8.76 hours 43.8 minutes 10.1 minutes

99.99% 52.56 minutes 4.32 minutes 1.01 minutes

99.999% “five nines” 5.26 minutes 25.9 seconds 6.05 seconds

The more 9s involved, the more the cost! –  Equipment –  Support individuals –  Services (e.g., bandwidth, telcos)

keys to conNnued success in IT support


What types of skills does Bob value? §  Ability to see the business ramificaNons of a technology decision

§  Sol skills –  “Work and play well with people”

§  Clients (officers, tech support) §  Vendors and service providers

–  Wri(ng skills –  Project management –  Ability to coordinate

§  Bob’s basketball metaphor §  You need:

–  Point guards –  Centers –  Forwards


Some quesNons

§  What is the value of cer(fica(on to you?

§  You are a Microsok Windows and Cisco shop, right? –  What is the value of vendor-‐neutral cer(fica(on to you? –  What technical support skills do you value the most?

§  What are some of the skills that help you the most, day to day?

§  How did you develop your skills? –  Reading? –  Classroom training? –  On the job training?


Some war stories . . .

§  Java migraNon –  From one version to another –  Crea(ng a plan –  Considera(ons

§  What other systems are affected? §  How much down(me is necessary?

§  When systems go down –  Firewall and VPN issue –  Who gets the call? –  How do you determine the final

responsibility?

§  System slowdowns –  Cruise ships and other spikes –  How do you scale systems?


Future ideas for the data owned by the State of Washington . . .

Big data possibiliNes –  Average of 34 million records monthly

§  That’s about 408 million records a year

–  Up to 1 trillion records over the past 14-‐15 years – What are the data mining and analy(cs possibili(es?

§  Predic(ve analy(cs § How do you organize that data?

Bob’s take on some trends we’ve seen


The first trend . . .

Help Desk / Tech support

34%

35%

35%

35%

39%

40%

Mobility skill level of IT staff

Users not familiar with company policy

Op(mizing business applica(ons

Determining cost/ROI of mobile solu(ons

Making systems accessible securely

Mobility skill level of general staff Current skills •  PC •  Desk phone

New skills •  Smartphone •  Tablet •  Mul(plaworm

Challenges in Mobility


What trends do you see in server administraNon?

Current skills •  Server OS •  Virtualiza(on •  Troubleshoo(ng

Hardware Sokware

What are some of the essenAal skills in the future?


Network administraNon

Current skills •  QoS •  VLAN

New skills •  WiFi •  SDN

25%

10%

32%

10%

High comms priority

Advanced tech usage

Ability to place comms and data on IP network

IT Firms Telecom Firms


Security

Current skills •  Firewall •  VPN •  Encryp(on

Newer skills •  Data Loss Preven(on

•  Iden(ty Access Management

•  Risk Management

36%

38%

41%

41%

Costs of training

Maintaining compliance

Unaware of new security trends

Unaware of exposure

Effect of security skills gaps


Database knowledge

Current skills •  Extract, Transform Load (ETL)

•  SQL New skills •  NoSQL •  Distributed Storage

41%

50%

9%

Significant/ Don’t know

Moderate

Appropriate Level of skill

Degree of data skills gaps


What about Web development?

Current skills •  HTML/CSS/Java •  Desktop browser design

New skills •  iOS/Android •  HTML5 •  App Design

Mobile App Developer Job Trends

some conclusions and quesNons


So, some conclusions about the future of tech support . . .

§  Business knowledge is essenNal –  Service level agreements –  How to read – and understand – a contract –  Proac(ve thinking –  Delega(on

§  You will need to know mulNple architectures, tools, and techniques –  Networking protocols –  Security


More conclusions and quesNons . . . §  What kind of “cloud” knowledge will workers need?

§  And, of course, what about mobility? –  Data at rest –  Data in transit

§  We’ve gone way beyond “break fix,” haven’t we?

§  What operaNng systems – Windows –  Linux –  Other, such as Omnixx Enterprise?

§  Customized apps and applicaNons (OS, mobile, Web, etc.)


Summary

36

Today, we talked about: §  A hands-‐on look into the support needs for a

complex series of networks – Bob’s world §  What you need to learn in order to support systems

-‐  Technologies -‐  Tools -‐  Techniques

§  The future of IT support

Copyright (c) 2014 CompTIA Proper(es, LLC. All Rights Reserved. | CompTIA.org 37

James Stanger jstanger@comp(a.org Skype: stangernet

QUESTIONS?

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Thank you!

Bob Marla)

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