Critical Systems Management Project

Steve Lloyd

SAN Manager(31st October 2005)

Agenda

Project OverviewRoles and ResponsibilitiesProject Organisation and TimelineMajor DeliverablesQuestions

Project Overview

Purpose of the ProjectProject ObjectivesOverall ScopeRisk AssessmentBudgetCommunication

Purpose of the Project

The purpose of this Project is to increase the overall effectiveness of our current Systems/Network Management Tools and Practices, therefore improving IT Service Delivery to our customers.

Objectives and Scope

The Project will cover the following areas:

1. System Management

2. System Monitoring

3. RMS Change Management

Objectives - System Management

Configure current System Management Tools within INSRV

Document INSRV System Management processes and procedures

Evaluate future needs for onsite and remote access management of INSRV Critical Systems.

Assign responsibility for administering System Management.

Scope - System Management

Onsite Access:

Keyboard Video Mouse over IP Power cycling of remote servers Web and client based management tools Secure physical console access Dell OpenManage ?

Scope - System Management

Remote Access: Citrix Metaframe CISCO 3640 router Secure Shell Windows XP Remote Desktop Protocol Virtual Private Network Modem dial-up service

System Management

Examples: Dell Remote Console (KVM over IP) SAN Monitoring Web Page Dell Remote Assistant Card Citrix Metaframe Document using Concept Maps

Network Applications>Departmental Software>INSRV>Concept Mapping

Objectives - System Monitoring

Implement a monitoring system that will detect problems with any INSRV Critical Systems before they turn into costly downtime.

Improve availability and performance of our IT Infrastructure and gain in-depth visibility into systems/network problems.

Objectives - System Monitoring

• Evaluate future needs for Monitoring of our Critical Systems.

• Assign responsibility for administering System Monitoring.

Scope - System Monitoring

Install and configure a Simple Network Management Protocol management station.

Evaluate current monitoring tools, such as What’s Up, Sflow, etc…..

Statistical Analysis (MRTG, RRD)

SNMP Network Management

An SNMP based network management system incorporates the following:

Management Station (OpenNMS) Management Information Base (MIB) An Agent on each client (servers, switches, etc)

SysName, SysDescr, SysLocation, SysContact

Network management protocol• SNMP - the protocol used between the management

station and the clients

System Monitoring

LinuxClient

Apple Mac

Laptop

TCP/IP - 10 Mbps /100 Mbps /1Gbps

Windows 2000

Windows XP

Printer

Windows 2003Print Server

LinuxOpenNMS Server

Unix Application Server

NetWareData File Server

SysName, SysDescr, SysLocation, SysContact

System Monitoring

Examples: NetWare MRTG graphs Blackboard and Voyager RRD graphs OpenNMS - SNMP Management Station What’s UP monitoring

Network Applications>Departmental Software>INFOS>Whats Up

Change Management

Change Management is a process that ensures standardised methods and procedures are used for efficient and prompt handling of all changes, in order to minimise the impact of any related incidents upon service quality.

Not every change is an improvement,

but every improvement is a change!

© www.itilsurvival.com (reproduced with permission)

ITIL Service Management

Service Level Management

FinancialManagement

for IT services

Capacity Management

IT Service

ContinuityManagement

IncidentManagement Problem Management

Change Management

Configuration Management

Release Management

ITInfrastructure

ITInfrastructure

security

Service Desk

Availability Management

© www.itilsurvival.com (reproduced with permission)

The Service Support Set= Interconnection between the processes =

II II

WorkAround

Problem

Known Error

RFC

ChangeSOLUTION

Customer, Supplier,

etc.

C

M

D

B

D

S

L

D

H

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Incident Management

ProblemManagement

Change Management

Configuration Management

ReleaseManagement

Incident Management

ProblemManagement

Change Management

Configuration Management

ReleaseManagement

© www.itilsurvival.com (reproduced with permission)

Change ManagementThe Functionally Oriented Organisation

GOAL

GOAL

FEEDBACK

FEEDBACK

ACTIVITIES

ACTIVITIES

RESULT

RESULT

GOAL

GOAL

FEEDBACK

FEEDBACK

ACTIVITIES

ACTIVITIES

RESULT

RESULT

GOAL

GOAL

FEEDBACK

FEEDBACK

ACTIVITIES

ACTIVITIES

RESULT

RESULT

GOAL

GOAL

FEEDBACK

FEEDBACK

ACTIVITIES

ACTIVITIES

RESULT

RESULT

GOAL

GOAL

FEEDBACK

FEEDBACK

ACTIVITIES

ACTIVITIES

RESULT

RESULT

GOAL

GOAL

FEEDBACK

FEEDBACK

ACTIVITIES

ACTIVITIES

RESULT

RESULT

WebWeb AppsApps NetWare/UnixNetWare/Unix UISUIS

© www.itilsurvival.com (reproduced with permission)the lines decidethe lines decide

The Process Driven Organisation

the processes decide

the processes decide

GOALGOAL

FEEDBACKFEEDBACK

ACTIVITIESACTIVITIES RESULTRESULT

WebWeb AppsApps NetWare/UnixNetWare/Unix UISUIS

© www.itilsurvival.com (reproduced with permission)

Change Management

Objectives - RMS Change Management

Implementation of a Change Management system using the RMS Change Management software.

Delegation of system wide Change Management

This project does not attempt to implement a full Change Management System for all INSRV

infrastructure equipment.

Scope - RMS Change Management

Full Change Management System for all SAN attached equipment.

Cardiff University’s SAN

NetWare in the SAN

FileSrv1 FileSrv7

Cathays Campus LAN

FC Switch1

SAN Fibre Channel Network

Client PC

SecondaryPrimary Primary

SecondaryPrimary

Secondary

Tape Library 1

FC Switch2

Storage Processor 1 Storage Processor 2Enterprise RAID Storage Array 1

FC Switch3

Storage Processor 2Storage Processor 1Enterprise RAID Storage Array 2

FC Switch4

SecondaryPrimary

SecondaryPrimary

SecondaryPrimary

FileSrv8 FileSrv14

Client PC

Tape Library 2

Heath Campus LAN

Sites 3 miles apart

Mirrored Storage

Cardiff University’s SAN

Solaris In the SAN

AppSrv1 AppSrv3

Cathays Campus LAN

FC Switch1

SAN Fibre Channel Network

Client PC

SecondaryPrimary Primary

SecondaryPrimary

Secondary

Tape Library 1

FC Switch2

Storage Processor 1 Storage Processor 2Enterprise RAID Storage Array 1

FC Switch3

Storage Processor 2Storage Processor 1Enterprise RAID Storage Array 2

FC Switch4

SecondaryPrimary

SecondaryPrimary

SecondaryPrimary

AppSrv4 AppSrv6

Client PC

Tape Library 2

Heath Campus LAN

Sites 3 miles apart

Mirrored Storage

AppSrv2 AppSrv5

Scope - RMS Change Management

To produce a comprehensive Inventory of all INSRV Infrastructure equipment such as servers, LAN switches, etc..

Manage the installation of all new INSRV infrastructure equipment

Manage the change of location of any INSRV infrastructure equipment

Risk Identification and Assessment

Risk Probability Impact Management

Staff availability 2 2 Ensure adequate notice and full support of Team Leaders.

Project scope may expand

1 2 Project scope to be actively managed

Section 4 of the University Project Framework on Risk Identification and Assessment.

Budget

Project capital requirements: Small consumables budget for

hospitality and technical books. RMS Change Management training and

consultancy already paid for.Recurrent cost:

Project will identify possible future spends.

Communication

Weekly Project Team MeetingsMonthly Project ReviewsINSRV Staff web site:http://www.cardiff.ac.uk/insrvstaff/projectandworking/csm/

Minutes of project meetings Project reports Issue log Project plan Risk assessment log

Roles and Responsibilities

A Virtual project team has been put together for this Project.

Each virtual team member will be asked to commit two hours per week for the first three months, then one hour per week for the remaining three months. The Project Manager will be required to work two days per week for the duration of the project.

Roles and Responsibilities

Tasks will be allocated to individuals for their INSRV Team. Following liaison with his/her Team Leader, these tasks should be delegated to the appropriate member of staff within their INSRV Team.

Roles and ResponsibilitiesSteve Lloyd  - Project LeaderHugh Beadie - Architecture, Research & DevelopmentCeri Davies  - PlatformsMaurice Drane - Platforms Jonathon Edwards – OperationsChris Jones - Help DeskMike Jorgenson -  NetworkDave Ball – Applications Noel Evans - Platforms (Windows )Toby Freeman – Directory Services & NetWareLucy Warburton - Administrator Hugh Gulliver - Security  (Team Member to be confirmed)Dave Westcott - Workstation (Team Member to be confirmed

Project Organisation and Timeline

Stage Duration Start

Planning 4 weeks 03/10/05

System Management 4 weeks 31/10/05

System Monitoring 4 weeks 28/11/05

Change Management 4 weeks 09/01/06

Phase one

Project Organisation and Timeline

Stage Duration Start

Monitoring & Review of Phase One

6 weeks 06/02/06

Project Report 4 weeks 20/03/06

Project Review 2 weeks 17/04/06

Phase two

Project End – 1st May 2006

Major Deliverables

Documentation of current System Management processes and procedures.

Implementation of a centrally managed Monitoring system for all INSRV Critical Systems.

Implementation of a Change Management system using the RMS Change Management software.

Major Deliverables

Assign responsibility for administering System Management, Monitoring and Change Management

Report on future requirements and possible future projects.

The outcome of this project will be presented to the INSRV Board Members

and Senior Team Leaders.

Questions ?