virtual downtime: it's real and can be avoided

© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

Virtual downtime - it's real and can be avoided Session ID: BB1749

Sanjay Ahuja, Director, Americas Technology Services Portfolio

Dixie Hedges, Manager, Americas Technology Services Delivery

June 12, 2013

© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 3

My background

Title Director, TS Support Portfolio

IT industry experience • TS Value Services business management

• Mission Critical Services management

• Services Marketing management

Professional information • ITIL Foundation Certified

• Member, Tiecon New England

Years at HP 19

Current responsibilities • Strategy & New service development

• Support Portfolio Management

• Attach & Per Event Business Management

• Sales and Partner enablement

Name Sanjay Ahuja

E-mail [email protected]


My background

Title Mission Critical District Manager (AZ, NM, Las Vegas, El Paso)

IT industry experience • ITSM consulting & assessor • HP Services delivery organization, enterprise

server/storage support • Project planning & proactive maintenance/continual

service improvement

Professional information • BoD AZ itSMF LIG • ITIL v2 Service Manager; ITIL v3 Expert

Years at HP 16

Current responsibilities • Manage team responsible for delivering the

mission critical service experience for enterprise customers

• Deliver HP support services helping to align IT and business

Name Dixie Hedges

E-mail [email protected]


Agenda

1. Virtualization Downtime

2. Challenges & Lessons Learned

3. Solutions

4. Q&A


Quiz

Q: Do you think IT HW has become more resilient to failure in the last ten years? Yes

No

Same


Quiz

Q: What is the current & future trend for the number of unplanned disruptions?

Down

Up (significantly) No change


Quiz

Q: What % of disruptions is caused by hardware failure?

>80%

About 50%

<20%


Quiz

Q: If not due to hardware failure, what else causes IT to be disrupted?

Human error

IT procedures / processes not well designed, tested or not followed

Not learning from mistakes (not using IT best practices)

All of the above


“Virtualized IT now is as essential to business as paper used to be 100 years ago and so, as we move from small projects to large projects, virtualization isn't guaranteed to be successful on its own.”

Ian Head, Research Director, Gartner

Gartner: Supporting Virtualization: it shouldn't be the same


Interesting dichotomy

Technology improvements • Hardware reliability improvements

• Hot swap of blades

• Built-in hardware redundancy

• High availability features of virtualization Software

Virtualization Challenges • Incident/Problem Resolution issues

• Process and Tools issues

• Difficult to keep up to date on latest technologies/resource constrained

• People and process fail

Virtualization challenges


Real Stories

Virtualization support challenges

Impact

Company #1: The hidden process

Complexity of virtualized environment; load balancing

Testing procedures

Isolating problem; configuration management

More dynamic environment; more pieces impacted

Hours of labor and resources invested

Continued slow user performance

Service Desk and L2

Money spent on performance monitoring software

Resulting in...


Real Stories


Impact

Company #2: True virtualization issue

Performance issues

Fire-fighting efforts

Lack of capacity management and planning

Lack of configuration management; Where is the problem?

Hours of labor and resources invested

Production systems impacting global operations

Huge delays in operational tasks

Problems returned within hours of restarting VCenter

Resulting in….


Real Stories


Impact

Company #3: It should have worked

Full failover processes not defined

Application dependencies

Strategic planning vs. operational reality Hours to recover services

Unplanned labor and resources invested

Missed SLA targets, resulting in penalties

Resulting in….


Real Stories


Impact

Company #4: Manage interdependencies; run multiple applications

Version control; inability to support newer h/w

Lack of demand management

How to manage different applications?

Mismatched firmware and configurations

48-hour service outage

$18M USD lost revenue & penalties

CIO was fired

Moved IT to cloud-services, impacting IT organization

Resulting in….


Challenges Lessons learned

What runs on what? • Standardize and automate • Verify processes work for both physical and virtual components

Fewer single points of failure, but harder to identify root cause

• Verify change and configuration management are robust, scalable • Integrate capacity, demand and financial management

More dynamic environment • Manage software and firmware interdependencies • Integrate and automate request fulfillment and deployment

More applications and business services impacted by issues

• Monitor and manage every component • Test – and test again

Longer time to solve issues • Train staff

No longer a hardware availability problem

The problem moved

New support for the new IT reality: HP Technology Services


HP Technology Services solutions

Project services HP Technology Consulting • Assess

• Implement/Migrate

• Educate

Proactive support HP Proactive Care • Performance monitoring

• Proactive advice

• Enhanced call experience

Comprehensive support HP Datacenter Care • Tailored support for IT

environment

• Multi-technology support

• Assigned account team

Making technology work for you

Modern support model based on preventing problems, acting proactively; many of these actions are taken remotely


“We've virtualized in order to gain more simplicity but have ended in a place more complex.“

Ian Head, Research Director, Gartner


For more information

Attend these sessions

• BB1649 Availability takes more than redundant hardware

• BB1670 What it takes to run and manage business critical IT

• BB3546 Addressing critical support challenges in a converged cloud environment

Visit these demos

• Proactive Insight Experience – Proactive Care, 763

• HP Datacenter Care for cloud, 422

• Mission Critical Experience with HP Technology Services, 785

After the event

• Contact your sales rep

• Visit the website at: http://www.hp.com/services/supportservices

• Watch the webcast “Supporting Virtualization: it shouldn’t be the same” http://www.itbriefingcenter.com/programs/hp_1429.html

Your feedback is important to us. Please take a few minutes to complete the session survey.

http://www.hp.com/services/supportservices



http://www.itbriefingcenter.com/programs/hp_1429.html




Learn more about this topic

Use HP Autonomy’s Augmented Reality (AR) to access more content

1. Launch the HP Autonomy AR app*

2. View this slide through the app

3. Unlock additional information!

*Available on the App Store and Google Play


Thank you