1. Information Overload: Not a Problem Here!
Jeffrey M. Brooks
MSCIS, MBA, MCP, HDM, ITIL
2. About Peak 10
Peak 10 owns and operates data centers and provides managed services for small, medium and large enterprises.
Twelve enterprise-class data centers, nine markets
24 X 7 Customer Support
Data Center Services:
Managed Colocation, Enterprise Hosting, Reliable Bandwidth and Metro Ethernet
Security, Managed Storage (local & remote), Disaster Recovery, Enterprise Messaging, Monitoring, System Administration, Remote Hands, Managed Servers and Virtual Private Lines
3. Whats On The Agenda?
Data Center Tour
4. Setting the Stage
Peak 10 leverages our technology, tools and, most importantly, our communication infrastructure to provide outstanding support 24x7x365.
5. Information Overload
It is the abundance and availability of information that allows Peak 10 to reach the level of customer success we have achieved.
6. How are We Different?
Not our equipment (Mostly)
7. How are We the Same?
External & Internal Customers
8. Providing Structure
Centralized vs. Decentralized
9. Peak 10 Support Structure
Centralized Helpdesk in Charlotte
Local Support 9 Physical Locations (Markets)
Managed Services (Providing Internal Services)
1st Line Support Phone, Email, Portal
Help Desk in Charlotte
2nd Line Support
Local Market or Managed Services
3rd Line Support
Senior Engineers or Managed Services
11. Centralized Processing
1 Ticketing System
1 Set of SOPs
1 Set of Processes
12. Communication is the Core
Centralization only works when the communication channels are open, clear and operate both in both directions!
13. Centralized Monitoring & Support
Peak 10 Central Support Information/Communication Hub
Phones are core to the distributed component of our support structure
Internal Communication is crucial
Warm handovers essential
Call center efficiency
15. VOIP Continuity
The main reason the VOIP works is we are not dependent on any one provider, such as a Telco. Peak 10s redundant network ensures our phone systems is always available.
16. Core Services
17. Proactive Support Am I Dreaming?
18. 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.
19. How Is It Used at Peak 10
SNMP Monitoring accounts for 65% of our tickets
Trending of Issues
Root Cause Analysis
SNMP Monitoring is dependent on the network
The Network is monitored through SNMP
Redundancy 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.
21. Peak 10 Network Diagram
22. 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.
Redundant Power is Key
But not everybody subscribes
Loss of Commercial Power
What does a UPS do
We can rely on generator power indefinitely. But customer communication, and internal communication is still essential.
Badge, Pin and Biometric
Alarms create alerts/tickets
Centralization of alerts/tickets
25. Managed Services
Storage & Backups
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.
27. Peak 10 Alert
Emergencies are about communication & information
28. Change Management
Change Management Process
Change Management Meetings
Types of Changes
Customer communication and expectation setting
Completion Notices CRUCIAL!!!
29. Business Continuity
Peak 10 is in the business of ensuring continual services to our customers. But what happens when we suffer problems?
30. Picking Up the Pieces
Work from home (Phones)
Mobile offices & services
32. 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.
33. 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?