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Richard Danielli, eSubnet. Higher sales volumes through high network availability INTIX 2010. About Theatre tickets Box office, call centre, online ticket sales Daily traffic, first day rush sales Challenges Online complaints Slow database Connections dropping. Ticket King.
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Richard Danielli, eSubnet Higher sales volumes through high network availability INTIX 2010
About • Theatre tickets • Box office, call centre, online ticket sales • Daily traffic, first day rush sales • Challenges • Online complaints • Slow database • Connections dropping Ticket King eSubnet client Case study for higher volume ticket sales
Ticket King eSubnet Services
Availability of services • Users get what they want, when they want • Minimal impact by device down • Know your audience • More sales High availability networks
A year has 483,840 minutes Measuring High Availability
Technologies and equipment • Security • Implementation • Processes Achieving High Availability
Avoid single points of failure • N+1 redundancy • Stay away from consumer grade • Multiple ISPs are difficult and costly Equipment
Technology Fault detection Automatic failover Server: RAID, diverse power LAN: HSRP, STP, port-channels WAN: Dynamic routing
Technology • Server • RAID • RAID 0 – Striping (no safety) • RAID 1 – Mirroring • RAID 5 – Striping with parity • RAID 10 – Mirror with striping • Diverse Power • Separate UPS / Phases
Technology • LAN: • HSRP • 3 IP addresses • 2 points of management • 1 Gateway • Spanning Tree • Root Bridge Selection • Convergence time • Port-channels • No wasted links • No convergence time
Technology • WAN: • Dynamic routing • Link State • Hop Count
Security • Clients entrust you • Security is a process • Network edge • In-house • BCP/DR
Security • Security is a process • Not just quarterly testing • Everyone participates • Network edge • Firewalls Layers 3 & 7 • Filters • Bogon Routes
Security • In-house • Anti-Virus • Back ups • BCP/DR • Remote location • Mimic Installation • What if scenarios
Meetings • Maintenance windows • Documentation • Reviews • Testing Processes
Processes • Meetings • Project updates • Summarize Environment • Maintenance windows • Scheduled • Minimize changes • Patching
Processes • Documentation • Part of the routine • Easily accessed • Stored someplace else • Reviews • Log files • Traffic Stats • Testing • Pre and post testing
Outsiders • Service Providers • Ask for references • Service Level Agreements • Consultants • Project based • Limited Engagement • Knowledge transfer mandatory
Assess & measure • Identify critical items, low-hanging fruit • Develop move-forward plan • Maximize availability TicketKing Our Process
Stabilized the db • Doubled bandwidth • Add load balancing & more bandwidth • Improved WAN speeds • Improved LAN/WAN redundancy TicketKing results Action Items
TicketKing Results
Process improves awareness • Awareness improves stability • Stability improves availability • Availability leads to higher volume sales Higher volume sales
Raising sales volume The Path to Success
Standards Based • Best Practices • Documented testing “If you can't describe what you are doing as a process, you don't know what you're doing.” W. Edwards Deming Process
Awareness • Know your customers – Inside & out • Know your environment • Know your traffic patterns “If you can’t measure it, you can’t manage it” Peter Druker
Stability • Build in redundancies • Maintenance Windows • Consider a data centre • Security is required inside and out Just because you can, doesn’t mean you should.
Availability • By being there you make the sale • Availability builds confidence and trust Quality begins on the inside... and then works its way out. Bob Moawad (Author)
Questions for you to ask • Data Centre, inside or out • IT Staff, inside, outside or mixed • How many 9s can you afford to have • How many 9s can you not afford to have • What happens if…
Richard Danielli, eSubnet Higher sales volumes through high network availability http://www.esubnet.com/INTIX2010.html