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E nhanced Remote Support… …on a shoestring!

E nhanced Remote Support… …on a shoestring!. Sweden ∙ UK ∙ Europe ∙ World. Availability! Good word Clearly a good , if not great, goal Never mind replication… Let’s just make sure that the System, the Infrastructure and the Application stay UP! Cost? Bad word

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E nhanced Remote Support… …on a shoestring!

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  1. Enhanced Remote Support… …on a shoestring! Sweden ∙ UK ∙ Europe ∙ World

  2. Availability! Good word Clearly a good , if not great, goal Never mind replication… Let’s just make sure that the System, the Infrastructure and the Application stay UP! Cost? Bad word Cost associated with keeping the application available Cost associated with down-time

  3. What would we (Should we) like? Monitoring – keep an eye on it Remote monitoring – in line with every trend just now Easy comms Lower cost Deferred risk Why should we like it? Still the cheapest and easiest way to give more availability Proper recording and analysis gives recursive improvements Clear evidence base for justifying enhancement

  4. Do it yourself! Get a monitor Open systems, tricky but comprehensive System i based, slick but can be expensive Get a Ticket system Open systems and web based Remedy (Ouch!) Why should you do it at all? It is reasonably easy to do The information is invaluable

  5. Here is what it is made of IBM 2nd Line System & Infrastructure Managing the hardware vendor interface DELL Cisco + U S E R S 1st Line helpdesk Lawson/Infor Vision Managing the software vendor interface Multi Support 2nd Line Application & business Streamserve

  6. RPG1021 EVS015 23400 CCTLSF attempts to write duplicate record (C G S D F) System ASP : 81%user(237618MB/2927232MB) (80%) : WARNING. Subsystem E2A1SBS is not active. FPW at 10.151.20.20 NOT available. 10.151.20.21 is DOWN - rta: nan, lost 100%. 1 number series below limitCompany number: 1, Number series name: TD, Number series ID: 1, Number series description: GenaralWaybil No (Schenker), Numbers left: 80854, Percent left: 5.61\n. 10.151.13.122 is DOWN - Host unreachable @ 10.151.13.75:rta nan, lost 100%. CPA5305 Record not added. Member QASJSNDHST is full. (C I 9999) 1 jobs are older than 300 seconds.482594587118184016\n. MsgID=[] What are we monitoring for?

  7. HELPDESK Incident Response Matrix

  8. It is proven Hey (Hej) it already exists! (in Sweden) It has many levels It does not conflict with Lawson (or anyone) The devil is in the detail! What to monitor How to deal with it When do we need cover? Really, most of us need it 24/7 (Web) Where is the cost? Technician (€40k) x 4 (3 Shifts + hols) = €160k… Guess what? Economies of scale bring cost to the floor

  9. Enhanced Remote Support… …on a shoestring! Sweden ∙ UK ∙ Europe ∙ World

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