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Managing Clients’ Mission Critical ApplicationsHarry Choi, Vice President
Blackboard Managed Hosting
Key Drivers of Managed Hosting Service
• Blackboard® application becoming more mission critical
• Zero downtime expectation• Crucial to have an environment that is reliable
and guarantees maximum uptime• The people behind the systems are as important
as the technology
• Offering Services since 1999• Over 600+ Customers from All Market Sectors• 110+ Team Members located in 4 Continents• 5+ million total active Blackboard users• Average of 13+ terabytes of data transferred
daily• 150+ million http hits per day during peak activity• 99.7% or Better Uptime Availability Guarantee
(SLA)
Global Statistics
• 6 Datacenters (3 in US, 2 in Amsterdam, 1 in Sydney) • 12,000+ SqFt of Global Datacenter Space• 2000+ Servers & 150+ network devices• Over 1 Pedabyte of NAS/SAN Storage• 10,000+ services monitored every 3-5 minutes
Infrastructure Statistics
Blackboard Managed Hosting Clients
600+ Clients from All Market Sectors
5 Key Value Propositions of Bb Managed Hosting
CostControl
SecurityReliability
ScalabilityFully
ManagedService
CostControl
SecurityReliability
ScalabilityFully
ManagedService
• ASP Infrastructure located in Tier-3 & 4 Datacenters
• Multiple ISP connections to various Tier-1 ISPs for redundant access to Internet & aggregate 9.4 Gbps capacity
• Redundant Routers, Firewalls, Load Balancers, Switches & Servers
• 4 levels of power backups for 100% power availability
• Climate control for optimal network environment
VA1
VA2
VA3
EMEA
Internet
AUS
DC
Reliability: Redundancy & Stability
VA2 Datacenter
Network Uptime in 2007 & 2008: 99.9%
100% Power Backup Guarantee
Security: Protect Network and Backup Data• Physical Security – Tier-1 datacenter security
including:– limited access to authorized personnel– identification badges– security cameras– 24x7 on-site security
• Network Security – Including: – Firewall & Intrusion Detection System – Full-time Security Engineer – Third Party Audit
• Data Security: Multiple levels of database and file backup
CostControl
SecurityReliability
ScalabilityFully
ManagedService
Security – Physical Security
24 x 7 x 365 Security Guards
Access Lists limit entry to authorized personnel
Biometric Scanner
Security – Physical Security
1st levelData is stored on highly
available clustered headunits
2nd levelDaily Snapshots stored
online for 30 days on fully redundant storage
systems
3rd levelDaily backups are
SnapMirrored to backup datacenter
CostControl
SecurityReliability
ScalabilityFully
ManagedService
Security: Redundant Data Storage & Backup Strategy
1ST LEVEL: CLUSTERED HEADUNITS IN HA SETUP
2ND LEVEL: DAILY SNAPSHOTS STORED ONLINE ON FULLY
REDUNDANT STORAGE SYSTEMS
1
2
3
3RD LEVEL: DATA MIRRORED TO HIGH AVAILABLE, NEARSTORE
FILERS IN SEPARATE DATACENTER
Scalability: Build an Environment to Support Growth
• Bandwidth and Storage are Never Capped
• Additional Bandwidth on Demand– Available in 1 Mbps increments
• Additional Storage on Demand– 10 GB unit increments for Learning System– 1 TB unit increments for Content System
• Additional Servers Added as Needs Grow
• Additional Active Users Support– Includes incremental bandwidth, storage and hardware
• Software Updates/Upgrades Made Easy
CostControl
SecurityReliability
ScalabilityFully
ManagedService
MISSION CRITICAL
EXPLORATORY
TIME
SUPPORTED STRATEGIC TRANSFORMATIVE:(Welcome Advanced
Platform)
Phase I Phase 2 Phase 3 Phase 4 Phase 5
INS
TIT
UT
ION
AL
GR
OW
TH
Scalability: Evolutionary Best Practices
Production Environment
Evaluation Environment
Staging Environment High-Availability /
High Performance RAC Production
Environment
Development Environment(s)
RAC Staging Environment
Complex Hosting Project Mgmt
Business Continuity
Environment
T & D Environment
Production Environment
Fully Managed Service: 24 x 7 x 365 One Stop Client Support for Software & Hosting
Services backed up by 99.7% Availability Guarantee – credit issued for violations
24 x 7 Managed Hosting Support
– Dedicated Technical Support Manager (TSM)– Phone, Web and Email based Ticketing System– All Upgrade and Patch Applications Provisioned by
Experienced Professionals
CostControl
SecurityReliability
ScalabilityFully
ManagedService
Managed Hosting Organization: 24 x 7 x 365
SVPManaged Hosting
& IT
Managed HostingGlobal Business & Complex Hosting
Services 24 x 7
Managed HostingGlobal Operations
24 x 7
Managed Hosting Infrastructure &
Engineering24x7 on call
Managed Hosting
Customer Support 24 x 7
• 110+ Team Members
• Experienced Professionals in respective teams with various technical certifications
• Dedicated to Hosting Clients Only
• 24 x 7, 3 Shifts in 4 Continents
Fully Managed Service: 24 x 7 x 365Infrastructure Monitoring and Management
Key Performance Metrics polled every 5 minutes
– cpu = 5-minute load average– disk = % free on local mount
points– nfs = % free on NFS mount
points– memory = real, virtual and
swap– procs = scanning ‘ps’ output– Obak = Oracle backup status– ofiles = Oracle data/index file
sizes– files = other file/directory sizes– Application Check for
Response Time, etc…
Coradiant TrueSight Sample Report
Reports can be generated as needed to review End-to-end performance
Review of user satisfaction based on response times for requests.
User satisfaction trends at various points in time.
Fully Managed Service: Reporting Tools for Clients (e.g. Insight Tool)
State University
Application metrics
Historical Reporting & Graphs
Bandwidth Usage Storage Usage
Insight Reporting Tool – Cont’dBandwidth Usage
Sample Institution
95th Percentile for this month
View bandwidth info from previous months
Create graphs and charts of bandwidth usage over time
Cost Control: Lower Costs than Self-Hosted
Institutions realize significant savings each year by hosting with Blackboard Managed Hosting
Savings depend on the type & size of implementation & institutions’ circumstance.
Blackboard Managed Hosting can provide a customizable three-year Total Cost of Ownership (TCO) calculation document.
CostControl
SecurityReliability
ScalabilityFully
ManagedService
Questions?
