Information Overload Powerpoint
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Information Overload: Not a Problem Here!
Jeffrey M. Brooks
MSCIS, MBA, MCP, HDM, ITIL
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About Peak 10
• Twelve enterprise-class data centers, nine markets• 24 X 7 Customer Support• Data Center Services:
– Managed Colocation, Enterprise Hosting, Reliable Bandwidth and Metro Ethernet
• Managed Services:– Security, Managed Storage (local & remote), Disaster
Recovery, Enterprise Messaging, Monitoring, System Administration, Remote Hands, Managed Servers and Virtual Private Lines
Peak 10 owns and operates data centers and provides managed services for small, medium and large enterprises.
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What’s On The Agenda?
Support StructureCommunicationMonitoringVOIPNetworkingBusiness ContinuityTools TourData Center Tour
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Setting the Stage
Peak 10 leverages our technology, tools and, most importantly, our
communication infrastructure to
provide outstanding support 24x7x365.
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Information Overload
It is the abundance and availability of information that
allows Peak 10 to reach the level of customer success we
have achieved.
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How are We Different?
Not our equipment (Mostly)MonitoringSecurityAlarmsFacility Alerts
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How are We the Same?
External & Internal CustomersTicket SystemPhonesPeopleMetricsEscalations
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Providing Structure
Centralized vs.
Decentralized
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Peak 10 Support Structure
Centralized Helpdesk in CharlotteLocal Support – 9 Physical Locations (Markets)Managed Services (Providing Internal Services)
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Escalations
1st Line Support – Phone, Email, PortalHelp Desk in Charlotte2nd Line SupportLocal Market or Managed Services3rd Line SupportSenior Engineers or Managed Services
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Centralized Processing
1 Ticketing System1 Set of SOP’s1 Set of Processes
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Communication is the Core
Centralization only works when the communication channels are open, clear and operate both in both
directions!
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Centralized Monitoring & Support
Peak 10 Central Support – Information/Communication Hub
ConsistencyPeoplePhone script
ProcessTicketing
Customer ExperienceMTTRAbandon Rate
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VOIP
Phones are core to the distributed component of our support structure
Internal Communication is crucialWarm handovers essentialBusiness ContinuityCall center efficiency
FlexibilityMetricsExtension Mobility!!!
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VOIP Continuity
The main reason the VOIP works is we are not dependent on any one
provider, such as a Telco. Peak 10’s redundant network ensures
our phone systems is always available.
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Core Services
MonitoringNetworkingPowerSecurityManaged ServicesEnvironment
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Proactive Support – Am I Dreaming?
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SNMP Monitoring
The Simple Network Management Protocol (SNMP) forms part of the internet protocol suite as defined by the Internet Engineering Task Force (IETF). SNMP is used in network management systems to monitor network-
attached devices for conditions that warrant administrative attention. It consists of a set of standards for network management, including
an Application Layer protocol, a database schema, and a set of data objects.
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How Is It Used at Peak 10
SNMP Monitoring accounts for 65% of our ticketsAlmost Proactive
Monitored CustomersManaged CustomersTrending of IssuesRoot Cause Analysis
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Networking
SNMP Monitoring is dependent on the networkThe Network is monitored through SNMPRedundancy is crucial
Peak 10 Network Web
The criticality of our network is essential for our customers as well as to our infrastructure and
provision of services.
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Peak 10 Network Diagram
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When Trouble StrikesPro-activity Prevails
BGP - The Border Gateway Protocol (BGP) is an interautonomous system routing protocol. An autonomous system is a network or group of networks under a common administration and with common routing policies. BGP is used to exchange routing information for the Internet and is the protocol used between Internet service providers (ISP).FCP – Flow Control Protocol Dynamically measure the end-to-end performance of your applications, including performance over the public Internet. It quickly and easily implements changes based on those measures. reports on network performance and cost, perform forensic analysis, and when problems do occur, manage service providers to their SLAs.
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Power
Redundant Power is KeyBut not everybody subscribesLoss of Commercial PowerAlerts/TicketsUPS IssuesWhat does a UPS do
Transitions/Load BearingClean PowerGenerators Start/Stop
Alerts/TicketsWe can rely on generator power indefinitely. But customer
communication, and internal communication is still essential.
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Security
Physical SecurityAuthorized ContactsQ&ABadge, Pin and BiometricAlarms create alerts/ticketsCentralization of alerts/tickets
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Managed Services
Storage & BackupsHostingVirtualizationPatch ManagementVirus Protection
Constant communication ensures efficient service and reduction of extraneous work. Tape Rotations
require coordination among several groups and Patch Management can be the difference between 500
extra tickets.
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Environment
FiresAlerts/TicketsCentral managementTemperatureMonitoringAlerts/TicketsHumidityMonitoringAlerts/Tickets
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Peak 10 Alert
Emergencies are about communication & information
Internal CommunicationsConference BridgePhone treeEmailText Alerts
External CommunicationsEmailText Alerts
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Change Management
Change Management ProcessChange Management MeetingsCMR’sTypes of Changes
EmergencyPriorityScheduledRoutine
Customer communication and expectation settingEmailPathfinder
Completion Notices – CRUCIAL!!!
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Business Continuity
Peak 10 is in the business of ensuring continual services to our customers. But what
happens when we suffer problems?
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Picking Up the Pieces
NetworkRedundancyPhonesRedundancyProcessPersonnelRedundancyRelocateWork from home (Phones)AgilityMobile offices & services
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Outsourcing!
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We Are Not Evil!
By allowing our customers to outsource specific technology and facilities to us, we
allow our customers to better focus on providing their customers with the best service possible. We also allow them to
focus on people and processes, the core of every business.
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Consider Your Critical Infrastructure
Can you afford a generator?Do you monitor the temperature & humidity?Need a reboot at 2 am?Need a tape rotation?Vendor needs to repair your equipment?
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Imagine
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Technology Tour
EM7MonitoringTicketingPathfinderMultitude of Information!SherpaIntranetSOPPolicies
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Data Center Tour
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Jeff’s Final Thought
Providing excellent service to Peak 10’s customers requires a coordination of vast amounts of information and communication between multiple parties while
keep focus on what the customer’s expectation is!
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Questions?
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Thank You
Jeffrey M BrooksSenior Manager, Support ServicesPeak 108910 Lenox Point DrSuite ACharlotte, NC 28273Main: 1-704-264-1027Mobile: 1-803-554-3838www.peak10.com